Frontier Broadband Connect Everett

Reviews 4

CH

Chris Jones

Dont believe a word they say. I thought they would be better than Comcast, but why would they. I signed up for a $99.99/mo Fios Internet/TV promo. When I signed up the representative claimed that my first months bill would be $99.99 + $10 for the modem shipping fee + tax. I thought, "thats a super great deal. No crappy fees like Comcast used to charge." When I received my first months bill, it was over $350. It included many fees and did not have any of the promotional pricing that was supposed to be reflected. I had to call several times to customer service to get it adjusted. Its been a week and Im still waiting for the correct bill to show up. The first representative I talked to after my bill showed up claimed that the $99.99 promotional price did not exist despite it being on their website and couldnt do anything. I tried to get transferred to a supervisor to work it out, but the call was dropped before I was connected. The following day I spoke to another representative. They were able to get the $99.99 promotional pricing and waive the installation fees (which were supposed to happen from the beginning!) I still wanted to speak to a supervisor about the cable card fees which when I signed up I specifically asked if there was a monthly charge for and they said "no charge." Again when I was transferred, the call was dropped. I called back again, and spoke to a third individual. They said they could refund one months worth of cable card fees. I did not accept that and asked for a supervisor. They refused to transfer me to a supervisor. Im not happy with the customer service they have provided so far. They flat out lied to me when I signed up to get my business and refuse to honor what was promised. If I didnt hate Comcast so much I probably would switch back to them. I wish I recorded the original call I had with the sales rep, as I would have like to have played it back to the billing rep to show them what I was promised. Oh well, better luck next time. If you have a choice of providers, I would not choose Frontier! Update: Im still waiting for them to fix my bill. They say the credits are still "pending" after weeks of waiting for a correct bill. Update2: After calling in again, the credits I asked for were "denied" and no reason given. I had to escalate to a supervisor who was finally able to get the credits approved on the spot which I had to demand. It shouldnt take this many calls to the billing department to get what I was promised in the first place. Im hoping my next months bill will finally be correct.

---

KO

Kolt Putnam

I posted this on the Main Frontier Communications site as well: We originally wanted to get away from Comcast Xfinity and we received a promotional flyer from Frontier for $29.99 high speed internet with free installation. The first month they tried to charge us for the full rate high speed internet AND the installation cost. The second month they tried to charge us for the full rate high speed internet again. They finally got the hit that they were only supposed to be charging me $29.99 and from there it was fine. The internet was spotty at times while I was streaming internet radio and slowed down a bit more often but for the most part it was... well as I said "fine". The worst part is the most recent circumstance. We moved out of the house while it is under construction. It has already been 2 months since we moved and I finally got around to thinking we should put the account on hold or cancel it. I got in touch with a live online customer service rep. They said there was a "vacation" service that I could have it put on hold but then she looked up my account and said "oh that doesnt apply to internet only accounts". From there the only choice was to cancel or keep paying $29.99 a month for a service I am not using. So I decided to cancel. Not only did I waste $29.99 for 2 whole months but then I have to pay a $9.99 cancellation fee AND the $29.99 for the next month since I was ONE day into that pay period. They got a free $100 from me but they lost my business forever. I hope other can heed my warning. Comcast has issues but at least they wave most of their fees and are reasonable with people in situations such as mine.

---

JO

Josh Machel

Frontier is the worst company Ive ever dealt with, and Ive dealt with some pretty bad ones. I literally had their service for 6 days before I canceled. I was told my service would be backdated, so I would not receive any charges, due to it not working as advertised. A couple weeks later, i received a bill for over $160. After multiple phone calls, being told each time that the note was there for my account to be backdated and I needed to wait for it to go through, I was finally told I would have to pay that balance 2 months later. Im told they have a "30 day policy." Basically, regardless of how long you have the service, youll be charged for at least 30 days. The thing is, not only did I not receive the price I was quoted (person setting me up forgot to put in the promotion Im told), but I was charged for more than 30 days, since my service started right at the end of a billing cycle. After speaking to several people, growing more frustrated each time, I was finally able to get a small portion credited. In the end, Im told I have to pay the remaining balance ($113) within two days or additional collection proceedings will be initiated, since its been pending for so long. Its sad that a business feels its acceptable to treat customers like this, and even sadder they get away with it. I can not overstate this enough, dont use Frontier if you have any other options. Most cable/internet providers have things to gripe about, but I have never dealt with any company that seeks to take advantage of people like this.

---

DA

Dave Na

I havent found the service for my tv and internet to be bad. There were periods of serious internet slowdown in the evenings but it picked backed up. They are missing a lot of features that other companies provide like they dont have more than 2 tuners in their dvr so you cant watch and record more than 2 shows total. Some companies have up to 6 tuners. There is no online access to your dvr. I asked for a discount on my line in March, it is now November. My bill has been screwed up ever since. I have not received a correct bill yet. They cancelled my old account, created a new account and then started double billing me and sending me notices that I was going to be reported to the collection agencies even though I had been paying. Then they realized the screw up and had to cancel the new account and open back up the old account. I have had to email a particular supervisor several times about this. I still cant tell what I am being charged because of all the charges and then credits. When I had technical support issues before they literally could never find my account using my information. I had some special account number that just couldnt be found until I had been transferred to several people and spend a ridiculous amount of time on the phone with them. I am looking at other options but I still cant tell what my bill is so I am staying put for now. Maybe I am getting a good deal..I dont know

---

---

Other organizations