- Report: #1417675
Complaint Review: Frontier Communications Corp. - Rochester New York
Reported By:
Bob R. -
HEMET, California, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Frontier Communications Corp.
Rochester, 14602 New York, United States
Phone:
855-386-6599
Web:
https://internet.frontier.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Frontier Communications Corp. Frontier offered 30-day guaranteed working DSL internet service or money back. Service continually crashed/froze PC's. Their techs tested lines and concluded they were 'noisy' and couldn't be improved. We cancelled w/i the 30 days and told bill would be zerod out. Two months, two bills and two customer svc calls later we still had a $186 bill. They sent it to collections. They expect us to pay for a service we couldn't use. Rochester New York
During July of 2017 I moved my family to a semi-rural community in California. Since we had had great Verizon (Frontier) FIOS 50/50 Mb/s service for most of the past 8 years we decided to give them our new account. We called the Ordering Dept. to sign up for FIOS internet but unfortunately FIOS wasn't available for our residence due to older phone lines in the neighborhood (no coax or fiber optics have been installed). Frontier could only offer us decades-old 5 Mb/s or so DSL service. We voiced our concern about the limited capacity of DSL internet but the customer rep. told us that if we'd give it a try and if it didn't meet our needs that we could simply call within 30 days and cancel without being charged. We then decided to at least give it a try.
The next few weeks we moved into our new residence. Occasionally we would try the internet and noticed it would frequently 'drop' the connection or our PC's would freeze requiring reboots. We figured after we finished moving in and finished more important tasks after a move, we would run some PC utilities to better match the slower DSL speeds and different Wi-Fi modem, and that would probably solve our problems.
We ran the utilities, reconfigured our PC's and re-installed a few drivers but the disconnects and 'hangs' remained. We called Customer Service to cancel our account because their DSL service wasn't working at our location. The customer service rep. had they're technician test the lines and concluded that the lines to the house in fact carried a lot of 'noise' and couldn't be corrected most likely causing the disconnects and hangs. The CSR went ahead and canceled our account and said to disregard any bill we nay receive but call them back if we do receive a bill.
We received a bill and called Frontier back. The CSR said our account was canceled but the 1st month balance removal was still awaiting approval. A month later we received another bill and called Frontier again. The CSR told us the 1st month charge removal was still awaiting approval! He resubmitted the request. The next month we received a letter from a collection agency requesting payment. I explained the situation that the billed amount was an error and wrote the BBB.
Around 12/7/17 Frontier called me responding to our BBB complaint and I explained our situation. They told me that Frontier:
1. doesn't offer a 30-day service guarantee.
2. we waited too long to report poor and unusable service.
3. the bill of $185.91 is valid and due.
I can't believe Verizon/Frontier treats they're long-term, satisfied, returning customers this way.
Frontier expects us to pay for a product/service which never worked properly and, according to their own technicians and tests, can't be fixed or corrected!
This is unacceptable.
