MyFrontier

Like other Frontier customers, Frontier was unable to provide me with sufficient Internet service for my household needs. When we first got it, it was sufficient, but then it became slower. When it became slower, our Frontier bill dropped approximately $30 or $40 from what I had previously been paying. After a few months, I contacted Frontier, but it could not offer me more bandwidth “in my area”, and said that if I required greater/faster Internet, I should go with another provider, which I have done. I presume that they oversold in my area, causing the maximum Internet available to me to drop to the insufficient bandwidth I ended up with. Although it is a hassle to change providers, I appreciated their frankness with respect to their limitations. Problems can always arise with a growing technology company—remember Aol’s problems 20-25 years ago when it grew so quickly it had trouble keeping up with consumer demands? Frontier seems to be doing what it can to address its issues, so I am not angry about the situation, as some customers are, plus its customer service is superb, hence the 5-Star rating.

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Our internet has not worked in 3 weeks. We had an issue with our internet it didn’t work for a week and called in and spent around 2 hours on the phone with a technician that said he was sending us out a new box. A week later we called in because we had not received the package. The new technician tells us not device was ever ordered basically we were lied too. We spent 2 more hours on the phone with him but he actually got our internet to work. Last week a big storm came through and our internet is out again. Only had it working for 1 day. That was last week we continue to call in they refuse to trouble shoot and say it’s an outage in our area... our neighbor has frontier their internet is working but we are told to continue to wait for a text. It has almost been a month without internet but we are expected to pay for the service. I am going to report this business to the Better Business Bureau. We have tried to get help but are unable and were misinformed several times and this is the only internet we can have so the fact we do not threaten to cancel they do not help us. It’s sad to have to be rude or threaten to cancel our service to get real help and I’m not doing that.

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There have been so many bugs since this app was rolled out with “improved” tools, and I’ve literally written one review EVER for any app. This one. It is garbage. You may as well be working on dial up as slow as it processes anything. Recently, it started saying that my account had been temporarily suspended due a late payment. The first time I panicked, then realized it couldn’t be late as it was automated. I close the app, open it back up, everything is golden. I’ve noticed now after it happening every time I open the app, it only happens when I press home within the app itself. The troubleshooting app is worthless. Nine out of ten times, it asks if the light is green, the says it checks out and says for more questions to call. I’m scared to ever call customer service, as most times it creates even worse technical difficulty after they “fix” it. If I could give this app zero stars, I would...but it isn’t like it matters. They’re going to inevitably file a Chapter 11 Bankruptcy, so their main priority is the all too precious dollar, and figuring out how to clean up the mess they’ve caused, not their ability to conveniently serve their customers.

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Until they fix their horrible service and internet quality, my heading goes as follows. Moved to Arizona recently, Golden Valley specifically. Obviously with us being almost in the middle of nowhere I can see why it may be a problem, but sadly it has nothing to do with it. I first noticed the problem when I came out and started using their service. Not only was it incredibly slow, they offered no other option so I could possibly pay for more bandwidth or at least another plan. No, I had to call one of them to come to my house and install a whole new router. (I’ll add that the guy they sent was really informational, helpful, and knew what he was doing/talkings about.) Apparently, they (Frontier) oversold in my area and when everyone in the valley gets on their internet everything slows down, and they will not being fixing the issue at all until sometime next year. Two years, and even before then when I had family out here it was still a horrible service provider to have. Sad to say this, really. But you’re internet and your service is horrible and I’m sadly stuck with it until (hopefully) next year.

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I finally signed into the app after the last update only to find my autopay was removed and my bill two days past due. I called frontier and they had no explanation to why this happened. The rep explained that autopay was setup during my last billing cycle but for reasons not known, it was now not. He further went on to explain that I may now be charged with a late fee because of it and to call back to get a refund for the fee. I made the payment with the MyFrontier app or think I did because there is no confirmation after the payment and there is no way to check for pending or scheduled payments with this new update. I didn’t even get an email confirmation. App needs another update to show pending/scheduled payments. I’m confident this last full update of the MyFrontier app was the cause of my autopay stopping but there world may never know. I’ve been nickeled and dimed with fees over the idiotic way frontier does their billing with the constantly changing due date. No reason for a different due date every month for a service where the monthly due is the same every month.