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Business Profile

Internet Providers

Internet Frontier

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 sending a formal complaint because I am not getting what I am paying for and I have struggled to get them to help me and take my complaints seriously, I want it to be know that I am paying $64.99 a month to this internet company, and by that logic I would be getting there plan for "Fiber 1 Gig, 1000/1000 Mbps" but I am not receiving this type of internet, my download speed at current max is 4.45 MBPS download, and my upload speed is reaching a max of .25 MBPS upload, and at this moment it has went down to .08 MBPS upload. I am just frustrated because in the past when I have tried to get help I had been denied and told that "there wasn't an issue" and I would have to get someone else (notably a man) to be able to get my issues fixed. I just want the internet speed that I am paying for, and I would like my complaints and issues taken seriously for once. thank you in advance for any help provided.

  • Initial Complaint

    Date:02/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hello please help! I canceled and closed my frontier account on 12/10/23. I received another bill in January. After calling multiple times and waiting on over one hour hold just to suddenly be disconnected, I finally got through to a representative. I was told then that the person I spoke with in December did not close my account but placed it on vacation hold. The person I spoke with in January apologized and assured me that my account was now closed and would be credited back to a zero balance. It’s now February and I have been billed yet again. I have called multiple times just to wait on hold for 50 plus minutes only to be hung up on when I’m told I’m being transferred. I don’t have time to deal with all this as I have a sick father in the hospital and the stress this frontier situation is causing is unacceptable. Please help me to make them stop billing me on a closed account. I feel I’m being harassed by all the bills I’m receiving.

  • Initial Complaint

    Date:11/14/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 have had internet for six months and each month have to call and report outages, and ask for credits. I have cancelled my service, after trying for three days, and was told I must pay for another month, re-stocking fees (for products I did not buy), cancellation fees, and more. They broke their contract with me by not providing 2gb services (never above 1gb) since install, and continuous failure of the service being down an average of 2.4 hours per day. I want my service cancelled and no other charges paid - no cancellation, no restocking fee, no equipment fees, no "next cycle" payments, etc. I just want to be done with them and not pay anything else.

  • Initial Complaint

    Date:11/09/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Switched to frontier and the service went out literally every week. In order to get a credit I had to call and spend over 30 minutes on the phone. It happened so frequently I stopped calling and decided to cancel my service. When I signed up, I was told there was no contract and I could cancel at any time. I just received a bill for $130 which included disconnect fee and restocking fee of the equipment. I should not have been charged. When I disconnected I asked for a credit for all the days the internet was down and was told since I cancelled my service they would not refund money for the days ky service was out.

  • Initial Complaint

    Date:11/03/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Illegally throttling speed of internet that I’m paying for. Multiple speed reports done over the course of the last few months that are well below the advertised speeds. When I reach out to customer service multiple times they refuse to tell me what speed I’m paying for although they advertise well above what speed test have shown.

  • Initial Complaint

    Date:11/02/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Poor customer service specially on a billing section. For months we are being billed wrong and have to call them all the time for correction. Then we are billed on different and they say they would adjust and it never happened. The billing department does not know what theyre doing and no communication with each other or notation at all. Very poor service Im not a happy customer, I adjusted based on what they told me and it kept accumulating. Now they sent me to a collection agency. Bad business

  • Initial Complaint

    Date:11/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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 recently moved out of one apartment from my building to an apartment directly above previous one. I called to have my frontier internet moved called spole with someone who I now know did not do anything in there end regarding my wifi transfer to then have to call the following day and find out said appointment was never filed. Also frontier is charging an insane amount of 50.00 just for the cancellation of internet being provided by them, and they are making me cancel my internet stating it down not operate in the apartment directly above my old one. I’m contacting the BBB due to the fact that a 50.00$. Charge or “ restock fee” is wrong on many levels especially when the company is basically sayin they don’t want to provide service in this apartment and only want us to cancel seems like a set up to get customers to pay the 50.00 fee l…unacceptable and not professional

  • Initial Complaint

    Date:10/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    When I started my internet service I was billed right away and was told that you are always billed a month in advance. I cancelled my service the 23 of October, my bill for November of $57.99 is due October 25. I was told I would need to pay that for “restocking fees for equipment “ when I told them that I was told that my equipment was outdated and they wouldn’t need it back so there should not be a restocking fee, then they said once the bill is printed you are responsible no matter what and it was printed in October 1.

  • Initial Complaint

    Date:07/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    When I signed up for Frontier Internet in February 2023 I was told there was a promotion and I would receive a $200 gift card in 3 months. I received and email to claim it in May and I still have not received the gift card. I moved now and my mail is being forwarded to me and it is not in the mail. I get different information from different representatives that it is in the mail or that it should come in "3 weeks' I call and now I am back to square one on hold 23 minutes and a Representative not assisting me. Please send the gift card I was promised this is not right to not follow through. Besides that I do like the service. Thank you Nancy ** ******* **** card Claim#**************

  • Initial Complaint

    Date:06/01/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 Internet is TERRIBLE. When they first came to our area, they offered a dirt cheap price and we jumped on it. The first couple months we figured there would be some outages and chalked it up to growing pain. But nearly a year later, we still have internet outages for 3-7 days out of every month. Completely unreliable. I feel that paying a $30 early termination fee is ridiculous, when they clearly aren’t holding up their end of the deal.

Internet Frontier is NOT a BBB Accredited Business.

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