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Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

2 edits

Frontier trying to get more money again

Wow, this evening I received my bill electronically from Frontier. The bill reflects a total increase of $60.95. New in this bill My Frontier Hot Spot $6.99, second connect increased by $1, plus they are trying to charge a High Speed Internet Activation of $49.99. Anyone else seeing this same thing. Going to be a conversation with them first thing in the morning.

The activation charge, must be why I received the 7550 model from UPS. Glad I returned it.


gozer
Premium
join:2010-08-09
Rochester, NY

And this is new how, for Frontier to bill more than what You were told. Hope you are ok with a bit of sarcasm, but the over billing thing by Frontier sucks. And I too have had to waist my time to correct billing errors more than once. I have a few questions, what changed why did Frontier ups a 7550, did you call Frontier a short time ago to change or upgrade or even for a support issue?
One more, what is the hot-spot thing and why did you list it is the charge wrong?



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

2 edits

I have been a Frontier customer for 8 years. so nothing new nor am I surprised what Frontier will attempt to get by with. There has been no change in my services, there was no request for change in services from Frontier, nor was there any request for a modem. I have my own equipment and Frontier is well aware of that fact. The HSI that my area gets is no where close to high speed. It 1.6 down and 175 up. I have no idea what the Hot Spot charge is.

I am well acquainted with the tactics used by Frontier, so nothing is "new." What is a fact is that I will take Frontier to task as I have in the past. I don't just set back on my laurels and let them run rip-shod over me. No matter how this turns out I will advise the PUC and the FCC, in writing, of the latest tactics by Frontier. I wonder how many people say nothing and just pay these erroneous charges.

The only thing I talked with Frontier about in the last several weeks has been when there was an area wide outage. The primary DSL came up when service was returned, but my second DSL did not return to normal until the next day. At no point during the reporting process was anything other than the outage discussed with Frontier.


bamaraid

join:2007-11-12
Augusta, WV
reply to Hank

I just looked at my bill online Hank I was also charged a 49.99 high speed internet activation fee for my second connect. I called them this morning talked to a very reasonable CSR and explained that the activation/installation fee was waived. She looked it up and said the installation fee was waived, i had to further explain this was a 2nd connect not an activation as the bill stated and she got it all cleared up and my bill changed no hassles for a change, in fact my monthly bill went down from 118.80 to 96 and some change and thats now with the 2nd connect.



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

3 edits

Thanks for the information. My second connect was installed over a year ago. I called the representative that I was referred to last summer to handle such manners as this, but she was not yet in the office.

Update: Contacted an individual that I had previously dealt with at Frontier and they have corrected the billing errors. There are folks at Frontier that know how things should work and look out for their customers.


whenthepawn

join:2012-06-22
Martin, TN
reply to Hank

said by Hank:

Anyone else seeing this same thing.

Not necessarily, but like I said in the other thread, the price of my Internet (1mb/128kb - although I get somewhere near 6 meg now) went up by exactly $1.00

The only thing I could find on their website that was that price was their "Frontier Yahoo Mail" service, so I guess they've started charging for that now?

Back in July, when I was told I would no longer be charged the modem fee, they lowered the price of my Internet by $10, issued a one-time credit of $7.92 in August, and -- surprise, surprise, the modem fee has been on my bill since September. I guess they figure I'm not paying it if my Internet is $9 lower (thanks to the $1.00 increase)?

gozer
Premium
join:2010-08-09
Rochester, NY

1 edit
reply to Hank

Ok I bet this is what has happened. You all got slammed like how long distance phone company's did some years ago. The reason your bill went down is because you are now in a new one or maybe two year contract here in Rochester the normal non contract price for dsl max is or was $39.xx but if you are or agree to Frontiers contract you get dsl for $29.xx hence the $10.00 less minus the new $1.00 fee. Frontier does this because all the customers under contract can be used as actual cash value for Frontiers worth to the stock market views them.

I bet the hot-spot fee is the same as the modem/support fee just under a new name. We have seen frontier do this befor and as people start to ask about extra charges like this and call to get an answer it has allways taken the same path at first its like no one at Frontier knows and we get answers that that are more a guess on the CSR's part or an IDK kind of answer. If I am right can anyone confirm what Frontiers current modem/support fee is?
I think it is the same price as Your new hot-spot fee is. And yes I do have a reason for this asumption several years ago when Frontier tryed to add this charge on Me I did get an answer from one of the tech's that came to my home and he just gave me a new gigaset modem and he said that as long as I didnt logon to it so as to turn on or enable the wireless feature that billing wouldnt know and that I would not be charged the modem fee.



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

said by gozer:

Ok I bet this is what has happened. You all got slammed like how long distance phone company's did some years ago. The reason your bill went down is because you are now in a new one or maybe two year contract here in Rochester the normal non contract price for dsl max is or was $39.xx but if you are or agree to Frontiers contract you get dsl for $29.xx hence the $10.00 less minus the new $1.00 fee. Frontier does this because all the customers under contract can be used as actual cash value for Frontiers worth to the stock market views them.

Yes, my billing is negotiated as you stated. I contacted an individual at Frontier that I had worked with before and knew would check into things thoroughly and put them right. Obvious errors were made to my service information. My contact corrected them promptly. I was just happy to have my billing profile corrected so I did not press for additional details.

gozer
Premium
join:2010-08-09
Rochester, NY

If you bill basically stayed the same You did the right thing and didn't get slammed into a new contract but the fact that whenthepawn had his bill go down he so got slammed. I think all of you should call and check if I'm right. Also Thepawn said the $1.00 charge had no info on his bill and only thing for a buck was a yahoo mail I will have to take a look. How can Frontier charge for something that is free? And the fact that as of now Frontier is in settlement negotiation over the HSI thing. I got this information from the law firm that is handling the HSI suit. So it looks like Frontier has just changed the name of the HSI charge even while involved in a action for this same fee. how bold is this of them, really takes some balls to do that. I wonder what the court would think of this. I am going to let Nichols Kaster »www.nka.com/case/frontier-communications
know about this latest fee.



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

Gozer I think the 3 part letter, a few weeks back, by the CSR had some validity to it. I am specifically speaking of the part where if mentioned that some of the CSR's needing additional training. That letter may have been a wake up for Frontier. As many in this forum can tell you I am often no fan of Frontier. But I do believe that they are at a point where they are attempting to make changes for the better in the Customer Service arena. I have noticed a change with the CSR's how they interact with their customers. Please don't misinterpret that, they have a way to go.

One of the problems with class action law suites is that the individuals that were impacted by the act that the suite was based on are not the ones that benefit from the suite. It is the attorneys.

I am just waiting for the improvements that Frontier claims they have made in our area to actually be implemented. I do see some slight improvements, but nothing significant yet. I, like others, believe they bit off more than they could handle when they purchased several service areas from Verizon. The excuse for poor network performance was that Verizon left them with a network that had not been maintained. I do not believe that was actually the basis for service degradation. As it was with Cox Communications when they purchased Media General Cable it was the integration of the two networks that caused service degradation.

Back to the point I was initially going to make is that it is the customer base that invariably causes the provider to make improvements by holding them accountable and to their word.


big_e

join:2011-03-05
Reviews:
·Comcast
·Frontier Communi..
reply to Hank

Frontier is engaging in mail fraud by sending you that modem without your consent and expecting you to pay an activation fee and monthly rental on it.

»www.ftc.gov/bcp/edu/pubs/consume···o15.shtm
»postalinspectors.uspis.gov/inves···aud.aspx



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2

Technically that may be true, but in this instance I believe it was an honest mistake by an inexperienced CSR.


whenthepawn

join:2012-06-22
Martin, TN
reply to gozer

said by gozer:

the fact that whenthepawn had his bill go down he so got slammed. I think all of you should call and check if I'm right. Also Thepawn said the $1.00 charge had no info on his bill and only thing for a buck was a yahoo mail I will have to take a look.

I don't think I got slammed. You can read about what happened here: »[DSL] Inevitable Billing Nightmare? HELP!

My bill total is back where it used to be, but like I said, it has gone up by $1.00 according to this month's bill. However, I don't want to hijack Hank's thread with my issues.

I only mentioned the $1 increase because Hank said that the 2nd connect fee was $1.00 more than it should be.

I'm sure his [and my] charges are not related, but I found it funny how both of us have seen $1.00 increases without explanation.

bamaraid

join:2007-11-12
Augusta, WV
reply to Hank

Hank I agree the last two times I have spoken with a CSR I have had a good experience I.E. problems resolved then and there. I even had a CSR call me back and had my bill lowered (was paying 118 for phone and dsl) now its down to 90 and some change that includes my 2nd connect. I think Frontier is seeing the need to keep customers happy especially since they are trying to get into the Energy field now. Yes as Customers we are the ones that make or break a company, I think Frontier finally got to the point that if they lose revenue they won't be able to expand into other areas. But I do wish they would first and foremost make us dsl users happy I.E> up the speed for us rural areas that were not originaly Verizon cusomers



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

I thoroughly agree. I would like to see the improvements that the claim they have made. Cutting speed/service back because the system is oversold is not the answer. In our area it is just not internet that we have issues with, but it is also there are problems on the voice side. Particularly with voice mail and 800 routing. It is not unusual when you dial an 800 series number that it is mis-routed, even when calling numbers assigned to Frontier.


whenthepawn

join:2012-06-22
Martin, TN

Just thought I would throw this out there since I mentioned it earlier in the thread:

I went to my local Frontier office to ask about the $1.00 increase for the Internet on my November bill. I was told that it had increased by $1.00 because I was not locked into any term contracts for any of their services (and because the rate at which I'm being charged for Internet [$30.95/mo] is no longer offered.

I'm not sure if it makes any sense -- especially since I was put back on my original phone/Internet plan in August after complaining long enough. I guess I don't understand why I didn't see the $1.00 increase sooner?

At any rate, I added call waiting to my phone service and was told a little tidbit: If you want to add a SINGLE calling feature to your phone service, you have to do it in person because all of Frontier's calling features are almost always bundled into plans online.


goldrush

join:2012-11-30
New Haven, IN
reply to Hank

Have FIOS in Fort Wayne in a two year contract until mid January 2013. Got my latest bill Wednesday and internet service went up $1.00; so I called customer service (said he was in Washington state) to ask why and how can you increase when I am under contract until mid January. After putting me on hold to research, rep comes back on line and says he doesn't know why the $1.00 increase. He says he will credit bill and I should check next months bill and call back if it is still not correct. At least I got the credit, but I will be watching them. With the contract end coming up I may have to switch to Comcast-really don't want to deal with Comcast again, but I have had other increases from Frontier since they bought from Verizon.



Hank
Searching for a new Frontier
Premium
join:2002-05-21
Burlington, WV
kudos:2
Reviews:
·Frontier Communi..

1 edit

Very interesting goldrush. Not sure what is exactly what is going on. It was interesting that when an individual posted in this forum he was looking to purchase Frontier service the regional GM responded to him. It would certainly be helpful if they responded in kind to post such as yours. Probably improve their image a bit.


whenthepawn

join:2012-06-22
Martin, TN
reply to goldrush

said by goldrush:

Have FIOS in Fort Wayne in a two year contract until mid January 2013. Got my latest bill Wednesday and internet service went up $1.00; so I called customer service (said he was in Washington state) to ask why and how can you increase when I am under contract until mid January. After putting me on hold to research, rep comes back on line and says he doesn't know why the $1.00 increase.

So, they're increasing Internet service by $1.00 whether you're under contract or not, such as in my case.

The agent in my local office also said that Frontier should've sent me a letter notifying me of the increase. She also said if I hadn't received such a letter, a notice about the increase should've appeared on the previous bill (before the increase).

Needless to say, they did neither of those things, which makes me think they're just increasing the price of their Internet service because they can. I also assume that their CSRs haven't been told what they should say to customers who notice the increase.