Frontier Communications

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 52 historical complaints about Frontier Communications, published between 2004 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Latency Issues with internetPublished Sep 11, 2013 · Historical consumer allegation
• NO service and no repairman in sightPublished Jan 27, 2013 · Historical consumer allegation
• Frontier failed to fix service and charged me for the months I went without service. Failed to acknowledge their errorPublished Jan 6, 2013 · Historical consumer allegation
• You can't be trusted!Published Dec 18, 2012 · Historical consumer allegation
• Consumer ReportPublished Nov 1, 2012 · Historical consumer allegation
• Consumer ReportPublished Oct 12, 2012 · Historical consumer allegation
• Bait and Switch, FIOS InternetPublished Sep 27, 2012 · Historical consumer allegation
• Tired of the harrassment from frontier communicationsPublished Aug 21, 2012 · Historical consumer allegation
• Consumer ReportPublished Aug 6, 2012 · Historical consumer allegation
• Billing Issues, Empty PromisesPublished Aug 2, 2012 · Historical consumer allegation
• Frontier Communications corporation Frontier Communications Incomptently Managed And Poorly Trained Phone RepsPublished Jun 22, 2012 · Historical consumer allegation
• Making me pay for 3 Mbps of Internet speed as I am only receiving 200-700 Kbps for over 12 monthsPublished Jun 16, 2012 · Historical consumer allegation
• Unsatisfied CustomePublished Apr 12, 2012 · Historical consumer allegation
• Phone service for December January has been out more than in sericvePublished Jan 30, 2012 · Historical consumer allegation
• Website Non Useable, Billing ProblemsPublished Jan 27, 2012 · Historical consumer allegation
• Frontier Communications Overcharging and failure to cancel when requested InternetPublished Dec 16, 2011 · Historical consumer allegation
• Frontier welcome to the new frontier I've tried canceling the account and continue to get billed. No responses to email and cannot get in touch via phone or chatPublished Nov 28, 2011 · Historical consumer allegation
• Bad customer servicePublished Nov 23, 2011 · Historical consumer allegation
• Bad ServicePublished Sep 9, 2011 · Historical consumer allegation
• OverchargePublished Sep 5, 2011 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official Frontier website: https://frontier.com/
• Frontier product sales (Contact Us page): 1-800-921-8101 8 complaints mention this number
• Contact Us page (chat, phone numbers, payment address): https://frontier.com/contact-us
• Frontier automated bill-payment line (Contact Us page): 1-800-917-7489
• Cancel or manage services (1-800-VERIZON, per Fios Customer Agreement section 10.1): 1-800-837-4966 42 complaints mention this number
• Frontier Spanish-language support (Contact Us page): 1-800-921-8103
• Frontier and Verizon: what is changing: https://frontier.com/verizon
• Terms and Conditions (all agreements): https://frontier.com/corporate/terms
• BBB-listed phone for Frontier Communications Parent, Inc.: 1-800-921-8106

Locations

Cancel, dispute a bill, return equipment or complain about Frontier internet: what Frontier's and Verizon's own documents say (checked October 6, 2026)

This section lists the routes that Frontier's and Verizon's own documents describe, as opened on October 6, 2026. Frontier's Help Center pages (for example frontier.com/helpcenter/categories/billing/cancel-service) returned “Access Denied” to the browser and the text renderer used for this check, so the steps below come from Frontier's Contact Us page, its Terms and Conditions page and the agreements linked from it, not from the Help Center. The 52 posts on this site about Frontier are dated 2004 to 2013 and describe the earlier telephone and DSL service, so most do not describe today's fiber plans.

Who you deal with now. Frontier's page “Frontier is joining Verizon” answers the question “Is Frontier becoming Verizon?” with: “Frontier is now a Verizon company.” The page footer reads “© 2026 Verizon.” Frontier's Terms page announces a change of legal-notice address “effective May 29, 2026” to “One Verizon Way, Legal Department, Basking Ridge, NJ 07920.” The same Terms page lists a “Fios Customer Agreement (November 2026 (supersedes Frontier Residential General Terms and Conditions))” beside the Frontier Residential General Terms and Conditions (May 2025) and earlier versions, while the Verizon-hosted Fios Customer Agreement page shows the date “October 1, 2026” and says it covers “Frontier Internet, Frontier Fiber, Frontier TV and Frontier Residential VoIP and Unlimited Digital Voice.” Because the pages show different labels and several versions remain listed, check which agreement your own welcome notice or account names.

Cancelling. Section 10.1 of the Fios Customer Agreement says: “You may manage your Services at any time and for any reason, including canceling your Services, by contacting us at 1-800-VERIZON, or by visiting Verizon.com,” and that you “might also be required to pay an Early Termination Fee if you are subscribed to a Term Services Offer plan with a minimum term commitment.” Section 10.2 says: “Unless otherwise required by applicable law, termination will be effective on the last day of that month's billing cycle, and you are responsible for all charges incurred through the date of termination. Installation or setup fees paid at the initiation of the Services, if any, are not refundable.” The older Frontier General Residential Service Terms and Conditions (the PDF linked as May 2025) say that “Unless otherwise specified in a Term Arrangement, Services are provided on a month-to-month basis” and that a customer who does not complete a minimum term “will be liable for and agree to pay to Frontier the applicable early termination fee (“ETF”).” That older document names no cancellation phone number, and no Frontier cancellation page could be opened for this check.

Returning equipment. The older Frontier terms say: “if you return Frontier equipment following the disconnection of your service, you may be charged a restocking fee. The fee is currently $50, but Frontier may change that fee in the future.” The Fios Customer Agreement points to verizon.com/support/residential/equipment-return for unreturned-equipment charges and says that page is one “which is updated from time to time.” Verizon's Fios Equipment Return page (opened October 7, 2026) says: “You must contact us to start the return process,” that it will tell you which UPS stores are near your address, that “The UPS Store scans the equipment's serial numbers, packages and ships the returned equipment,” and “Be sure to keep the return receipt for your records.” The Fios Customer Agreement says Verizon-owned equipment should be returned “within 30 days after cancellation, or you may be charged an unreturned equipment fee,” gives 800-837-4966 for equipment returns, and says Unreturned Equipment Charges “may be substantial.” The Verizon page lists charges by device, for example Verizon Router (CR1000A/CR1000B) $200, Fiber Service Unit & Power Supply $210, Set Top Box – HD $190, Fios Extender (E3200) $145. The Verizon page does not itself mention Frontier by name, while the Fios Customer Agreement lists Frontier Internet, Frontier Fiber, Frontier TV and Frontier Residential VoIP among its Services; confirm with the company which equipment it wants returned.

Disputing a charge. The documents give different periods. The Fios Customer Agreement (section 11.3) says: “Subject to applicable law, if you intend to dispute a charge on your billing statement, you must contact us within thirty (30) days of your billing date if you receive the bill in question.” The older Frontier terms say both that “It is your responsibility to review your bill carefully and contact Frontier within thirty (30) days after receiving it if there are any charges you dispute or that are inconsistent with the information provided to you at the time you placed an order for Service” and that “If we do not receive notice of a payment dispute within ninety (90) days after your receipt of a bill, the bill will not be subject to further challenge by you.” The older terms also say Frontier may change rates, fees and surcharges “unless prohibited by law or guaranteed by a Price Protection Plan,” and Frontier's Contact Us page says: “If you are not enrolled in paperless billing, you may be charged a paper bill fee.” The current Fios Customer Agreement also has a section 14.2, “Notice of a Billing Dispute,” which says: “You must notify us within thirty (30) days of receipt of your bill if you disagree with any Charges on your Verizon bill. Please call 1 800 VERIZON.” Put a dispute in writing or chat, note the date and the representative, and keep the bill.

How to reach Frontier. The Contact Us page offers chat (“Giga automated chat support is available 24 hours a day”; live agents are available “during business hours”), a product-sales line, 1-800-921-8101 (Mon–Fri 8:00 a.m.–10:00 p.m. ET, Sat 8:00 a.m.–9:00 p.m. ET, Sun closed), a Spanish line, 1-800-921-8103, an automated payment line, 800-917-7489, and a payment address, PO Box 740407, Cincinnati, OH 45274-0407. For customer service and technical support the page lists chat rather than a phone number. The BBB-listed number 1-800-921-8106 is a BBB listing, not a number Frontier's pages name for cancellation.

Arbitration and small claims. The older Frontier terms open with: “THIS AGREEMENT REQUIRES THAT ANY DISPUTE BE RESOLVED BY BINDING ARBITRATION ON AN INDIVIDUAL BASIS RATHER THAN LAWSUITS, JURY TRIALS OR CLASS ACTIONS.” They also say that “either party may bring an individual action seeking only individualized relief in a small claims court” and that “you may bring any issues to the attention of federal, state, or local agencies, including, for example, the Federal Communications Commission.” The separate Arbitration Provision (July 2022) describes a written notice and an informal resolution period of at least 60 days before arbitration may start. The Verizon agreement has its own arbitration section (section 15, opened October 7, 2026): it says the party seeking arbitration must first notify the other in writing “at least 60 days in advance,” directs notice to Verizon to a notice-of-dispute form on verizon.com, sets out additional procedures for “Mass Filings” (defined as 50 or more customers with similar claims represented by the same or coordinated counsel), and section 16.3 says that, unless otherwise required by law, a claim “must be commenced within one (1) year after the claim or cause of action arises.” Read the version your account is under; whether any term is enforceable is for a court or arbitrator.

Outside complaints. The FCC's guide “Filing an Informal Complaint” says to go to fcc.gov/complaints or call 1-888-CALL-FCC (1-888-225-5322), that “Before filing a complaint with the FCC, you should try to resolve the issue with your provider,” and that a provider the FCC serves with a complaint “must respond within 30 days.” Several state attorneys general have taken Frontier speed complaints (see the regulator section); examples of their complaint routes are michigan.gov/ag/complaints (Michigan, 877-765-8388) and the North Carolina Department of Justice (877-566-7226). The 2022 FTC and California order described below includes notice and no-early-termination-fee cancellation provisions for customers whose DSL speeds fall short; read the order itself to see who is covered.

Frontier Communications FTC, state attorney-general and FCC actions

The documents below are quoted from the regulators' and courts' own pages as opened on October 6, 2026. A consent decree or settlement resolves an investigation or lawsuit on agreed terms; each paragraph quotes that order's own wording on admissions.

FTC and State of California, stipulated order entered May 6, 2022 (C.D. Cal. No. 2:21-cv-04155-RGK-MAA). The FTC, with the attorneys general of Arizona, Indiana, Michigan, North Carolina and Wisconsin and the district attorneys of Los Angeles and Riverside Counties for California, sued on May 19, 2021, alleging that Frontier did not provide many DSL customers the speeds it promised and charged them for higher-speed tiers than it delivered. On October 3, 2021 the court granted Frontier's motion to dismiss in part, dismissing the claims of the five states for lack of personal jurisdiction, and denied it as to the claims of the FTC and California. The parties then filed a stipulated order on May 5, 2022, and the court entered it on May 6, 2022, closing the case. The stipulation states: “Defendants neither admit nor deny any of the claims or allegations in the Complaint, except as specifically stated in this Order.” The order permanently enjoins misrepresentations about internet speeds, requires notice to customers with the options to continue, to cancel without an early termination fee, or to move to a plan the customer can receive at a minimum of 90 percent of the maximum advertised speed, and requires Frontier to pay $8,573,570 to the People of California “for investigation and litigation costs as well as pursuant to California Business and Professions Code Sections 17206 and 17536,” plus $250,000 to be distributed to consumers chosen by the People “whom the PEOPLE allege may have been harmed by the conduct alleged in the Complaint, which Frontier contends is no one,” and to deploy fiber to 60,000 California residential locations over four years, “an estimated investment of between $50,000,000–$60,000,000.” The FTC's case page still shows “Case Status Pending” with a last-updated date of May 5, 2022, and the BBB file still calls the action pending; the federal docket shows the case terminated on May 6, 2022.

Michigan Attorney General, Assurance of Voluntary Compliance (press release April 6, 2022). The release says the agreement was filed in Ingham County Circuit Court and “includes a $15 million commitment by Frontier to improve its infrastructure in Michigan over the next four years, as well as $20,000 made available for consumers who submitted complaints to the Department or the Better Business Bureau,” plus “improved marketing and opt-out opportunities for consumers who do not receive the advertised internet speed purchased.” The release notes that the federal court had dismissed Michigan's claims without prejudice. The release does not describe admissions.

North Carolina Department of Justice settlement (press release April 16, 2024). The release says Frontier will “invest $20 million over the next four years to improve internet infrastructure and speeds for North Carolina customers” and “pay $300,000 in restitution for customers who were affected by slower speeds,” and will “give customers free and easy cancellation options when they fail to provide advertised speeds.” It says the state sued in 2021 after at least 200 complaints, and that the federal court dismissed the state's claims while the FTC's case proceeded. The release does not describe admissions.

FCC Enforcement Bureau consent decree, December 3, 2024 (DA 24-1206, File No. EB-FD-23-00035452). The Bureau resolved its investigation into whether Frontier “submitted inaccurate information as part of the Broadband Data Collection challenge process”; Frontier agreed to a compliance plan and a civil penalty of $287,820. The Decree describes a bulk challenge by the Wisconsin Public Service Commission to 1,141 locations that Frontier had reported as served, and says that on May 11, 2023 a Frontier employee directed a contractor to answer “Yes” to the challenger-concurrence question for the 1,066 locations Frontier still disputed, although the Wisconsin PSC had not responded. The Decree states: “Frontier admits for the purpose of this Consent Decree and for Commission civil enforcement purposes ... that paragraphs 10 through 12 of this Consent Decree contain a true and accurate description of the facts underlying the Investigation.” This matter concerns broadband availability map data, not customer billing.

Frontier Communications: legal entity, size and the Verizon acquisition

Entity. Frontier Communications Parent, Inc. is a Delaware corporation with principal executive offices, per its January 2026 SEC filings, at 1919 McKinney Avenue, Dallas, Texas. A court stipulation in the FTC case describes the chain of ownership as Frontier Communications Corporation, wholly owned by Frontier Communications Holdings, LLC, which is wholly owned by Frontier Communications Intermediate, LLC, which is wholly owned by Frontier Communications Parent, Inc. The Form 10-K for 2024, the last annual report found in the SEC filing list on October 6, 2026, lists the order confirming the Fifth Amended Joint Plan of Reorganization of Frontier Communications Corporation and its debtor affiliates (filed with a Form 8-K on August 27, 2020). BBB's profile lists “Citizens Communications” and “Citizen's Utilities” among alternate names, and one post on this site says Frontier “used to be called Citizens Communications.”

What it sells. The 2024 Form 10-K says Frontier offered “broadband services to 3.1 million broadband customers in 25 states as of December 31, 2024,” reported approximately 7.8 million locations passed with fiber, and revenue of approximately $5.9 billion, of which about 57 percent was attributed to fiber products and 42 percent to copper products. These are the company's own statements.

The Verizon acquisition. The 10-K says Frontier entered a merger agreement with Verizon Communications Inc. on September 4, 2024 for $38.50 per share in cash. A Form 8-K reports that the merger was consummated on January 20, 2026 and that Frontier “survived the merger as a wholly owned subsidiary” of Verizon; Verizon's January 15, 2026 release says California approval on that date completed the regulatory approvals. Frontier filed a Form 15 on January 30, 2026 reporting one holder of record. Verizon says the combined company has “almost 30 million fiber passings across 31 states and Washington, D.C.”; Frontier's own page says “over 29 million.” Frontier's site now advertises a “$15/mo. discount” on eligible fiber plans for customers who also have a Verizon mobile plan, with enrollment required.

April 2024 cyber incident. The 10-K says: “On April 14, 2024, we detected that a third party had gained unauthorized access to portions of our information technology environment,” that the party was likely a cybercrime group that accessed “personally identifiable information,” and that containment measures, “which included shutting down certain of the Company's systems, resulted in an operational disruption.” The class settlement that followed is described in the litigation section.

Not the airline. Frontier Airlines is a different company with its own profile on this site; posts about the airline and about Frontier-named pharmacies, dealerships and other businesses are not linked here.

Frontier Communications complaint record: BBB, Trustpilot and this site's archive

All counts below are shown as displayed on October 6, 2026 and are not added together.

BBB. The “Frontier Communications Corp.” file in Rochester, NY (BBB of Upstate New York) shows BBB Rating “Not Rated” with the reason “Complaints against this business are handled by another BBB,” is not BBB Accredited, shows “This business has 0 complaints” on its complaints tab, shows on its separate Reviews tab “1.03/5 stars” and “Average of 925 Customer Reviews” (customer reviews are a different measure from BBB's business rating and from complaints; read on 2026-10-07), carries a BBB alert headed “Pattern of Complaints” (BBB's own label, not a finding made on this page), and repeats two “Pending Government Action” notices about the FTC case. BBB search lists many other Frontier files, including “Frontier Communications Parent, Inc” in Dallas with an A+ in the search listing; that profile page returned “Page not found,” so its complaint counts could not be read for this page. BBB's raw page data gives business start 1935-01-01 and file opened 1943-01-01.

Trustpilot. The page for frontier.com shows 1.1 out of 5 from 1,072 reviews, 349 of them in the last 12 months, with the star bars reading 1-star 92 percent and 5-star 2 percent. The profile has been claimed since September 2022. Trustpilot says it does not fact-check reviews.

This site's archive. 52 approved posts dated 2004 to 2013 name Frontier Communications as the subject and were read before being linked; posts that mention Frontier but are about other businesses (Frontier Airlines, Frontier Pharmacies, dealerships, third-party billers) are not linked, and 4 further posts that read as machine-rewritten text or duplicates are not linked. By keyword match on the linked posts: Billing disputes, unexpected charges and price changes: 39; Customer service and call-center experience: 27; Slow DSL speeds, outages and lost phone service: 25; Cancellation, contracts and early termination fees: 24; Installation, appointments and deposits: 16; Equipment return (modem, router, boxes): 15; Bundle and promotional-price disputes: 14. A post can match several keywords. The posts are allegations by the people who wrote them, were not verified by this site, and many date from the years when Frontier was taking over Verizon and Commonwealth Telephone lines in several states.

Frontier Communications lawsuits and class settlements

FTC and California. See the regulator section for the order entered May 6, 2022; the stipulation recites that the parties consented to entry “without trial or adjudication of any issue of law or fact.”

Data-breach class action. Wilson et al. v. Frontier Communications Parent, Inc., No. 3:24-cv-1418-L (N.D. Tex.), concerns the April 14, 2024 incident. The settlement website states that a $5,640,000 settlement was reached on behalf of living U.S. residents who received notice around June 2024, with options of up to $5,000 for documented losses or a flat payment estimated at $100, plus two years of credit monitoring, subject to pro rata adjustment; deadlines were October 14, 2025 (opt out or object) and October 27, 2025 (claims), with a final-approval hearing set for November 18, 2025 before Judge Sam A. Lindsay. The site lists a preliminary approval order dated August 20, 2025. The Final Approval Order (Dkt. 77, signed February 9, 2026), opened on October 7, 2026, grants the unopposed motion for final approval, awards Class Counsel $1,410,000.00 in attorneys' fees and $28,939.37 in costs from the Settlement Fund, directs that judgment be entered dismissing the action with prejudice, and says the settlement papers are not evidence of “any fault, any wrongdoing, any violation of law, or any liability of any kind on the part of Defendant.” The claim deadline (October 27, 2025) has passed.

Other proceedings. The 2024 Form 10-K says Frontier is party to “various legal proceedings (including individual, class and putative class actions as well as federal and state governmental investigations)” covering matters including “billing disputes” and “consumer protection and privacy,” and says management believes the resolution of these matters “will not have a material adverse effect.” Which individual cases fit that description is not listed there. Other dockets naming Frontier Communications entities (for example patent and contract suits) were not reviewed for this page.

Is Frontier Communications Legitimate?

Frontier Communications Parent, Inc. is a Delaware corporation that filed SEC reports until January 2026 and has been a wholly owned subsidiary of Verizon Communications Inc. since January 20, 2026. Its filings report 3.1 million broadband customers in 25 states at December 31, 2024. The documented record on this page includes a 2022 FTC and California stipulated order about DSL speeds, state attorney-general agreements in Michigan (2022) and North Carolina (2024), a 2024 FCC consent decree about broadband-map data, and a class settlement over a 2024 data incident; each states its own terms and admissions language above. Complaints, lawsuits and the posts from this site's archive are allegations by the people who made them and have not been proven. The company's own help pages could not be opened for this check, and BBB's A+ listing for the Dallas file could not be read, so those routes should be checked on the day you use them. This page is about the internet, phone and TV provider; Frontier Airlines is a separate company.

Court & Public Records

Company Relationships

• Owned by: Verizon Communications Inc.
• Affiliated with: Frontier Communications Corporation
• Formerly known as: Citizens Communications

Frequently Asked Questions