Frontier Internet Review 2021
Frontier has some good things going for it—namely, no data caps, no contracts, and a fiber-optic network.
Between Frontier’s FiberOptic internet service and its DSL service, we think FiberOptic is the better deal. But we know not everyone has access to fiber internet. That said, Frontier’s DSL internet isn’t a bad deal, though we wish it offered faster speeds than a max of up to 115 Mbps.
So should you get Frontier internet? Let’s dig into the details and find out if Frontier’s prices, internet speeds, and data caps make the cut.
- Great prices for fiber internet plans
- DSL internet options for rural areas
- Unlimited data for all internet plans
- DSL speeds max out at 115 Mbps
Frontier internet prices and plans
Prices for Frontier’s FiberOptic plans are limbo low, but you may find better deals when it comes to its DSL plans.
If you ‘re lucky enough to live where that Frontier’s FiberOptic internet is available, then we recommend getting it.
Fiber internet like this is faster and most often more reliable than cable or DSL internet. And Frontier’s fiber internet comes at some of the lowest prices for the speeds you get.
The fastest Frontier fiber plan with 940 Mbps speeds rings in at about $80 a month. That’s a pretty average price for gig speeds when compared to other internet providers. And if you want the fastest internet possible, then those speeds will certainly do the trick.
We’ll help you figure out which speed is right for you in our guide to download speeds.
That said, you may not need gigabit internet speeds if you’re a smaller family who just streams an HD movie or two on the weekend. And the prices for Frontier’s and 500 Mbps plans are even better than the price for its gigabit plan. So, we’d say you’re looking at a win-win if you go for either of these plans.
But if you don’t live in an area where Frontier FiberOptic is available, you’re not out of luck. Frontier also has DSL options that come at fairly low prices—but its DSL speeds max out at up to 115 Mbps.
Still, if Frontier DSL is all you’ve got, know that it’s all right. For about $55 a month, you get up to 115 Mbps download speeds and unlimited data. That’s not a bad price compared to other DSL internet providers—most of which won’t give you unlimited data on top of a good price.
But we wouldn’t recommend download speeds a slow as Frontier’s up to 6 and up to 45 Mbps plans for anyone doing some serious online activities. (Think working from home, gaming, or streaming a lot of YouTube videos.) And if you’ve got more than two people using the internet in your home, you’ll likely need more speed.
That said, we know that Frontier DSL internet might be one of your only—if not the only—choice in your area. Still, we recommend checking out these other rural internet options to see if you have any alternatives.
Where can you get Frontier internet?
Frontier internet is available across most of the US, but you’ll mainly find it in West Virginia, Connecticut, and Illinois.
Frontier maintains fast internet speeds, earning 12th place out of 38 ISPs we analyzed.
Frontier’s FiberOptic internet service comes in 500 and 940 Mbps download speeds, which pretty much suits any need you could have.
The 500 Mbps plan offers great speeds for medium- to large-sized families—or homes full of roommates. These download speeds should support more than a few people streaming, gaming, and working from home all at the same time. (Especially since it’s a fiber connection, which gives you reliably fast upload speeds too.)
And if you mostly use the internet for your home business, freelancing, or streaming on YouTube, you might want to consider the Gig Service plan. With 940 Mbps download speeds, you won’t have to worry that your hour-long Zoom meeting will put a damper on your kiddos’ Disney+ time.
With 50 to 880 Mbps upload speeds, Frontier’s FiberOptic internet plan upload speeds should keep things running smoothly no matter what you’re uploading. That’s the magic of fiber internet.
But its DSL internet plans may struggle to get your newest YouTube video or photo gallery uploaded in a timely manner. Frontier doesn’t list upload speeds for these plans, but we’d imagine they’re 10 Mbps or lower.
On the other end of the Frontier speed spectrum is its DSL plans. Although its fastest plan can reach up to 115 Mbps speeds, DSL tends to be less reliable in terms of speed performance. That’s mainly because it’s an older technology.
We wouldn’t recommend grabbing anything slower than Frontier’s up to 25 Mbps DSL plan if you can avoid it.
Even 25 Mbps is pretty slow—especially if you have more than one person or multiple devices using your internet at the same time. That’s because the more people or devices that use your internet, the more speed you need to keep everyone’s internet connection running smoothly.
How fast is Frontier internet?
But how does Frontier’s internet speed stack up? Not too bad, actually.
In our latest analysis of the fastest internet providers in the US, Frontier ranked 12th out of 38 ISPs. That puts it ahead of other well-known internet providers like Spectrum, AT&T, and Cox.
|Provider||Reviews.org weighted score|
|Frontier||36 out of 100|
One thing to note is that this weighted score isn’t representative of any download speeds you’ll get from Frontier. Instead, it’s a combination of the average download and upload speeds, plus latency, that Frontier internet users saw in more than 1 million speed tests taken between January and December 2019.
That said, Frontier’s score is a lot lower than we expected. Other fiber internet providers scored much higher: Google Fiber topped our list with 75.6 out of 100, and Verizon Fios Home Internet was a close second with 65.1 out of 100.
Frontier’s low score is likely due to its slow DSL internet service. So we can hazard a guess that Frontier FiberOptic internet speeds will be good, but its DSL speeds will be lackluster.
Frontier internet data caps
A big selling point for Frontier is that it doesn’t put any data caps on its plans. That’s right: zero caps—even on its DSL plans.
Frontier doesn’t even do that sneaky thing some internet providers do where their data is “technically” unlimited, but there are actually soft data caps—after which your speed slows down to a slow crawl. (We’re looking at you, satellite internet providers.)
Unlimited data is especially important in today’s day and age as most of us continue to work, study, and play at home. If you’re like us, you’ve found that your data usage spiked in 2020. So not paying for extra data is definitely a blessing.
Frontier contracts, equipment, and fees
Frontier recently did away with a handful of confusing fees, making it easier to get a handle on your monthly bill.
We’re pleased as punch to not see any mention of contracts on both Frontier FiberOptic and DSL plans. That doesn’t mean your monthly bill won’t go up after the 12-month promotional period, but it gives you the freedom to change things up without paying a penalty.
The Frontier FiberOptic Gateway Router is an Arris NVG468MQ wireless gateway. That means it can be used as a modem and a router, and comes with Wi-Fi already set up. And it comes included with any FiberOptic internet plan. *fist pump*
The gateway used to cost $10 a month to rent, and Frontier used to charge you the rental fee even if you brought your own modem and router. Thankfully, a new law that went into effect in late 2020 now bans ISPs like Frontier from charging you a rental fee for your own router.1
Just like any other internet provider, Frontier’s service comes with a few fees. Though we’re excited to say it recently trimmed these fees down. So, aside from taxes, which change based on your location, here’s what you can expect to pay in terms of Frontier fees:
- Activation fee: $85 one-time fee
- Disconnect fee: $10 one-time fee when your service is disconnected
- Installation fee: None
- Equipment rental fee: None, equipment is included with your FiberOptic internet plan
Frontier customer service
According to the scores, Frontier has the worst customer service out of all internet providers.
No ISP gets amazing marks for customer service, but even among the bad, Frontier is dead last. The American Customer Satisfaction Index (ACSI) gives Frontier’s customer service a low score of 552, which ranks it below 10 other ISPs—and an eleventh catch-all category of “All Others.”
|Provider||ACSI 2019 score|
|Frontier||55 out of 100|
Like with most ISPs, we recommend using online chat instead of phone calls. But watch out—Frontier’s live chat feature can be a little unreliable. It’s not available 24/7 and it can have some long wait times that make you wish you’d just called.
So if you don’t hear back on chat, schedule a call back or pick up the telephone and give Frontier a call.
Our recommended Frontier internet plan
Best for most families: FiberOptic 500/500
Who it’s best for: Families that use a lot of data for videos, gaming, and uploading—or all three.
Why we picked it: This plan gives you a killer combo of high speeds for a low price. Its fast fiber connection will keep your family happy—and your bank account too. Just make sure it’s available in your area.
Recap: is Frontier internet good?
We think Frontier’s FiberOptic internet service is the better deal, but we like that it also offers DSL service to country-dwelling folks out there. Frontier also lets its customers live the unlimited data dream—even if they have its DSL internet.
And we’re thankful that Frontier recently trimmed down its fees and swapped to no contracts. Oh, and your equipment is now included with your internet plan. Still, it has some work to do in the customer service area.
Customer service needs to be re-evaluated, WORST!!! I had no service for nearly a month and still dealing with a discrepancy on my bill. Don’t expect any real assistance from their reps, supervisors or managers. Still waiting to hear back from Benjamin Mansfield, Rachel Fisher or Lisa Hall. I had to contact the bbb and the state general attorney to get some assistance, and still it’s no support. If you get this provider expect issues, and no help.
Ridiculous review. Internet is slow most of the time or doesn’t work at all. This has to be a paid review. I have never heard anyone talk this highly of any internet service provider, especially frontier.
I can’t believer I’m paying for this service, or rather NO SERVICE. I’ve been listening to music on hold for days … I tried to use their on line chat, but I was 34th in line. I waited thirty minutes, now I’m 33rd. At this rate, I’ll be waiting for 15 hours. What a joke.
This is a real review: Frontier does not have great customer service and no one is really connected. I tried to make a change – and did – through chat but they didn’t tell me everything that would change (like losing channels all the while making me on a new contract when I was at the monthly payment point) and when I tried to call and talk to a person in customer service they said I had to go through chat and ask for a supervisor to deal with my complaints with chat. Then I say I still want to talk about my package and then I get put on hold for “customer service”, who I was just talking to. I’m getting shuffled around and no one knows anything – it’s really dumb and I’m about to give up and get direct TV or charter. This is just ridiculous!
I am a new costumer to frontier. I had to switch from charter due to moving. I would have never switched if i had the option. Frontier is by far already the worst internet provider ive ever had! I have had it “working” for three days and on the third day its raining. So basically a little drizzle makes it go out. Totally unreliable. Not only that but when we were hooking it up the costumer service people were extremely ignorant and rude. I am looking for a better provider. Good luck with this joke internet service people!
I am a new customer with Frontier FIOS, in TX. I had a horrible experience with them. When I visited their web site for the 1st time, I saw their FIOS Internet only monthly plan of $24.99 and speed 30/30. Then I called their number to ask for new FIOS internet service with that specific rate plan. That’s the 1st time they confirmed the rate plan with me. A few days before my installation day, I called again to confirm my appt and confirming my rate plan AGAIN. They confirmed it’s $24.99 and 30/30 speed. After the installation, I signed up for online acct. I see my FIOS internet has a speed of 50/50. I called their customer service, they NOW telling me “50/50 is what you originally signed up and we do NOT offer 30/30 speed. Your monthly rate is $44.99.” WTF, ridiculous and unbelievable experience. How can a company lying about their rate? Be AWARE people, you are NOT getting what you signed up for!
How about the Frontier Vantage TV service? Their pricing seems very competitive vs. Comcast, BUT I’m VERY skeptical about ordering ANY service from Frontier.
Can anyone out there offer advice or comments about Vantage TV service? Thanks……..
HORRIBLE!! HORRIBLE! HORRIBLE internet, customer service. The whole thing… I have complained and complained. I called on 5/15 to check for a rate change on horrible service and I got $30.99 a month. Today, 5/31, I called to see if I could get a better rate. 1 person said it would be $34.99 and the person after that said it would be $49.99!! What the heck!!
Frontier sucks. We just changed to Frontier and our bill is higher than what they promised and we’re not getting the channels promised. Customer service doesn’t answer their phone.
When I sent an email, I got an automatic response saying they don’t communicate via email any longer. Hmm, could this be because the consumer would have communications that can’t be forged? I don’t like when companies practice bait and switch. I thought this practice was against the law??????
I’m in the process of getting a t shirt that says “Frontier communications sucks, ask me why.” They can’t do anything since I’m stating facts!
I hate government regulation, but this industry desperately needs it.
How much did Frontier pay you for this?
I’m considering selling my home just to be able to get out from under the IRON FIST of this-the worst communications company on the planet-FRONTIER-formerly CITIZENS UTILITY. The name has changed but the outfit is still the same-CITIZENS. They made so many enemies as CITIZENS utilities they had to change their name. High priced, poor service, inferior performance. Oh and did I mention horrible support! If you are thinking about moving and your only choice of phone companies is FRONTIER please, I beg of you, reconsider locating elsewhere OUT of CITIZENS money grubbing grasp. You will thank me again and again.
I am someone who never leaves reviews even if the company wasn’t the best, but I feel like I must warn others out there about Frontier. Their customer service is horrible, every representative tells you something different and I honestly believe they are trained at all and are instructed to make up something that sounds believable. A representative removed my phone service without telling me, which kicked me out of the bundle special discount pricing, and charging me extra for leaving the contract. I expressed my confusion and frustration to a manage and he had zero sympathy for me stating that only I could have made this change. This company ruins my day twice a month, the day I get the bill and the day I have to call to argue over it. Maybe all cable companies are like this but I can’t imagine one being worse than Frontier. Avoid them at all costs.
I have frontier in Texas and it is the worst. I don’t recommend this company to anyone. All day my internet is going in and out I constantly have to reconnect to to my television I can’t got on the computer longer than 20 minutes before it disconnect…
Good god these people are scummy. When you sign up, read your first bill, it’s always wrong (at least at the three different addresses I’ve had frontier). If you didn’t want a contract, too bad, they probably accidentally put you on one. If they said there was no installation fee, too bad, you’re going to sit on hold for an hour to get it waived. Just an honest mistake though. The last time I signed up I was very clear I didn’t want a contract, and unfortunately didn’t notice on my first bill that they had put me on a 2 year term. After the first bill it was too late apparently, and now they’re charging me a cancellation fee despite signing me up for a service I didn’t ask for — in fact a service I explicitly told them I didn’t want. Now my only choices are have it sent to collection or pay a cancellation fee for a contract I never asked for and didn’t want. WTF.
I had verizon for 7 years and when frontier came on board my service stayed pretty much the same except for
their customer service must be the worst in the world, a bunch of retards who have no experience besides, I can`t access the online page, it tells me my account does not exist. I did switch to spectrum and that is even worse, I`m going back to frontier due to the the friendly TV menu, in all they all suck, I try to stay sane over this cable thing.
Worst company since moved from Verizon.
I been with Verizon for over a year and had a promotional package. Then i moved to a new location and requested to transfer my services which they assure that will be grandfathered. First month after i moved my bill went up by $120, i called and they said that they did a mistake and added you as a new customer. The said they will fix the issue and I have to pay my original old bill amount.
Next month i saw that unpaid balance plus new high bill again. Called again spend hours and they promised it is resolved.
3rd month bill amount went to over $ 600 cause they keep adding it.
And this time when i called they said we can not do anything you can not have the old promotional price and you have to pay all these extra charges.
They supervisor said i agree it was there mistake but we can not do anything about it and you have to pay it and keep paying high bill.
Worst customer support ever and con company in charging there customers over.
My service has been interrupted 3 times in the last 4 months due to their faulty equipment. The first time the tech told me we got unplugged at the office and it took a month to fix. The last time it took them 6 weeks to fix. Today I had a service tech scheduled to come out which I called and confirmed this morning now I get a call saying they can come a week from today. This service is an absolute joke and their customer service is even worse.
Do not get this provider if your thinking about it, especially if your gaming. At this point I actually think they are throttling. I get an average of 1300 ping. Oh and don’t forget that two year contract!
Let’s face it, Frontier is a huge company and every area of operation is different. I have been a customer of Frontier since the bought out Verizon in our area, and have had very poor customer service as well as very good customer service. The key is when you are working with what you have got be persistent in holding Frontier accountable for delivering the service you deserve and are paying for. I have spoke to many many associates from Frontier from service techs, to customer service folk, area customer service representative managers to the office of the president. I pay 44.98 per month for dsl internet on phone lines that have been in place for decades the service is for 1 to 3 Mbps download. I am not in any way statisfied with my internet but for now it is the only viable option. I encourage everyone that is not happy with the internet they are receiving to contact the office of the president and let them know what your experiences are and continue to be diligent in letting them know that you are not happy. I would also suggest to search out all of your options, call the nearest land cable company (comcast) in my area to see if it is possible to have cable ran to your location. Defiantly continue to blog but be proactive to your own solution.
You must be working for Frontier there are thousands of complaints because Frontier changes pricing without your knowledge. Wait until you get the first bill what a shock. Nothing is correct.
We have Frontier DSL and are reasonably happy with it — EXCEPT they raised our rate two months in a row, no notification!! I just don’t get how a company can do this with no warning — just extracting it our of my Visa. Sounds shady~!
The Frontier DSL has been pretty reliable, but in the past two months they have raised our rates twice! How can they do this without a letter or some kind of notification. I don’t like that they think they can just extract it from my Visa and I won’t notice. Bad business on their part!
This company is horrible!!! It is my opinion they intentionally inflate your bill. They do this by claiming you watch movies that you don’t and then you spend hours on the phone getting it resolved. It became obvious when they not only over charged for a movie but charged me for it twice in one day when everyone knows that when you rent it is good for 48 hours. Once they disconnected my service because they hadn’t credited my payment and it took 4 days to restore. While they did eventually remove the disconnect charge, they not credit me for service loss and they never apologized. When they took over from Verizon everything was awful for months. We stayed and they sent a rep around thanking us and promising us service discounts to keep staying. Never received. When I had finally had enough I disconnected the service mid month and requested they prorate the bill. 6 weeks later they informed me that they quit prorating 2 weeks before I disconnected. Then they charged me for the next month as well. I haven’t paid the final bill because they haven’t corrected this, even though I have talked to dozens of their billing folks including 2 supervisors. All of whom assure me that it should be removed. Instead I get a threatening letter stating that they will be sending it to collection and it will effect my credit. THIS COMPANY IS ABSOLUTE GARBAGE. THEY ARE STEALING FROM EVERYONE. WATCH YOUR BILLS. THEY DON’T CARE AND NEVER CORRECT ANYTHING EVEN WHEN THEY SAY THEY WILL. IT IS CORPORATE GREED RUN AMOK. You have been warned. If they do it to one person every month then they are likely doing it to others. How much have they stolen? I only saw the bills for the last 6 months. Before that the wife simply paid it. I asked for all preceding bills and they have refused to send them. Thieves is what they are and they don’t care. Just string you along and lie every step of the way.
the worst costumer service!!! I Was on a chat and the lady Just Stop The Chat Ignoring My Request For a Supervisors Number. In the past I had talked to 1800 costumer Service and they spend 2hrs with me on the phone and did not resolve my problem!!! I do not recommend this Service And please Do not get it Run away From it As Fast As You can They Don’t care about Costumers They only care About Your Money!!! Run Away From Frontier!!!!!
I had a service date to install, we waited 8 to 5 pm. Did they ever show NOPE. Steve a Supervisor tryed to make up a excuse, i said tell the truth. Okay that they made mistakes and that they where gonna make me wait 8 more days. I said my daughter has home work. He made a comment well how did she do it before. She dont have homework on a weekend. I said what does yoyr bad comments got to do with my service. My daughter is in collage. So over all bad service, bad supervisor trying to cover for there mistakes.
I call BS – I had Verizon FiOS and it was great for 4 years. Frontier took over and decided to randomly up my contracted rate each month. When I would call to ask how they could increase my contracted rate, they said, oh those rate increases are for all customers.
Frontier has raised my rates 3 times in 2017. Started at $71 now up to $88 – internet only. Speed tested at 57 mbps NOT getting the advertised 100mbps
Worst company I have ever dealt with.
It took over 2 weeks to get their services. I got a different answer every single time I called. Wrong orders were placed on my account without my knowledge or request. I just wanted the basic internet that was available in my area and throughout the weeks, without me asking or anything, phone service was added more than once, a request for rewiring was placed, and a cancellation – I never discussed any of those items with anyone.
Some operators were nice, a few extremely rude, but all had zero idea on what they were doing. Each time I called or talked to someone, I got a different explanation or a different excuse.
It is the same price to get speeds from 1 mbps to 5 mbps – just depends what is available in your area. They tried to limit us to 1 mbps when really we are able to get over 3. So that was another fight after we got things set up.
It was a never ending battle.
Frontier is the only company that my area could get service. So it pains me to pay them $40/month for a very crappy, unprofessional job.
I documented every conversation because I was warned, but my warning was not enough to prepare me for dealing with these
The internet itself is OK with the speed we have. We have to reset it more often than not.
Still extremely disappointed in the customer service and their lack of knowledge/care.
Highly suggest picking any other provider.
Everyone complaining about Frontier, have you tried Spectrum? You want to talk about shitty internet try Spectrum in the DFW Texas area. The shit crashes every 10mins all day every day you cant do anything without waiting for the signal to come back. Frontier FTW 150/150 for 45 a month yes sir and no contract.
This company has been a nightmare to deal with. Their customer service is incompetent. I ordered service on 11/24 and was given an install date of 12/9. Since I work from home, this long wait was less than ideal. I called within a couple days to see if any installation orders cancelled, so I could be moved up & was told that’s not possible. Within 24 hours of this phone call, I get an email stating that my order is paused and if I don’t call it it will be cancelled. I call customer service, was on the phone for 53 minutes (in the middle of my workday!!!!!!) only to be told the service install is only available on 12/15!!!! This is 3 weeks from my initial call. Also…. the service rep didn’t know why my install date was moved further back… but there was nothing to be done. HORRIBLE SERVICE!!! I cancelled my order and called Spectrum. They’re coming out tomorrow afternoon. Much better! Stay clear of Frontier.
At this point I am frustrated with Frontier. I don’t have a high speed plan but I’ve been an exsisting customer for over a year. My internet has been out for a week through no fault of my own. Its been out since last Monday and the soonest they can come out is 8 days later. I have called several times. The first time I was on phone for 90 mins. Then was cut off. I called back and my CService yelled who was talking to Karen and they all started laughing. Like it was funny. I asked for supervisor. Took another 30 mins till I spoke to someone who I was believe was just another tech..not a supervisor. Said i had to wait 5 more days for a tech to come out. Told her that was unacceptable. Said she would flag it which means if someone gets cancellation they will come out. Well 3 days later still waiting. Called again today. I was told problem was not my modem. That the problem is 3500 feet from my house. WTH is that?? So its 8 days ..no internet. Looking for other deals. Go somewhere else. Customer service sucks
This company plain and simple sucks. Our internet goes down many times durning the day and lags. They sent a technician out to help solve the problem but said they couldn’t fix it meaning just deal with it and give us your money for aggravating the crap out of you. It’s the worst service ever! Please do not use them! Not worth getting robbed!
I don’t think this is accurate… I’m paying over $100/mo for 150/150 FIOS service, which I’ve had for years. Seeing these much lower rates, I called Frontier and was told the low rates are for new customer acquisition only and are not offered to existing customers. For a loyal customer like me, here’s how the pricing works:
new customer $40/mo
existing customer $112/mo
new customer $100/mo
existing customer $167/mo
Sucks dealing with a government-backed monopoly….
Horrible customer service. The longer you are a customer, the more they gouge you on the bill! Good offers are only for new customers.
I ordered the special they are running on TV for $80 mo. TV, Internet, phone with “FREE Amazon Prime”. It’s been well over a month and still no sign of them offering Amazon Prime, I have called customer service more than five times about my subscription.
I also paid my first month as I figured they were holding out to secure payment and not get burned!
Update just got off the phone with them as I am typing this, They apparently “ran out of Amazon Prime codes/ gift cards until further notice and there is nothing they can in the meantime for any customers” Exact words!
Amazing how they take your money and not to mention what I have read here about disconnection of service with a couple of days past due. Not coming back after this promo ends.
Most of the comments I have read here ring true for me also! I wanted to add about how bad even their chat is: Their website shows no rate info on their internet only offerings. So I thought it would be quick and easy to chat to get the least expensive rate. Their chat agent was apparently trying to sell me something, instead of answer my simple rate question. Numerous times, she said “almost done”, “I am checking now”….. But I persisted, and finally 46 minutes later I got the basic monthly rate and with further re-asking and re-asking, I also got at least an estimate for the “taxes, surcharges, fees and other nuisance charges”. To pull a rate off a rate table should have taken 2-3 minutes instead of 46 minutes. That’s frontier’s service for you…..
I have had the worst experience ever with any company, with Frontier. However they are the only FiOS provider in my area. Despite being charged $300 over my bill due to multiple errors on their part that they admit to, they would not refund me the money. It’s like having any abusive, neglectful parent every time I call their customer service. This morning I got transferred 3x after huge hold times and finally no one picked up. I am looking into Spectrum right now to stop putting up with the abuse.
My experience was horrible as well. I switched over from Spectrum which was a total mistake. I only had their services for a few months and my services (phone, cable and internet) were not working half of the time. I’ve called in several times and they are quick to pretend to solve the matter including resetting it and then it goes right back. I called to cancel around the end of December (around New Years ) and spoke to someone that said he would note everything and as soon as they were back in the office my services would be disconnected. Not the case at all! I happen to notice a couple weeks after that they were still on so I called again. To make a even longer story shorter, they claimed they never told me that blah blah blah …Now I see that I have two bills which I should not have because my services was suppose to be off. Beyond pissed and never again!
I LOVE HAVING FRONTIER FIOS THEY ARE SUCH AN AWSOME COMPANY FOR CABLE AND INTERNET OR WI-FI THERE SERVICE IS AWSOME AND THEY HAVE GOOD CUSTOMER SERVICE IVE BEEN WITH THEM ALREADY A YEAR AND SO FAR SO GOOD I HAVENT HAD A PROBLEMS AT ALL TV IS AWSOME INTERNET IS ALSO AWSOME I USED TO HAVE CHARTER CABLE FOR INTERNET AND TV AND PHONE SERVICE AND I HAVE TO SAY THAT WAS THE WORSES CABLE COMPANY I HAVE EVER HAD I HATED THAT I HAD TO SHARE MY INTERNET WITH EVERYONE ON MY BLOCK MY INTERNET WAS ALWAYS SO SLOW ESPECIALY WHEN YOU WERE GAMEING OR WATCHING NETFLIX IT ALWAYS STARTED FREEZING OR IT WOULD STOP RIGHT IN THE MIDDLE OF THE MOVIE AND NOW SINCE IVE SWITCHED TO FRONTIER I HAVE TO SAY THAT THIS WAS THE BEST DECISION THAT I COULD OF MADE I WILL CONTINUE TO STAY WITH FRONTIER
THIS IS WHAT HAPPENED TO ME WITH FRONTIER RECENTLY
What a joke of a company!
Called the other day to order your service. Was told the install date was for today Wednesday, January 24, 2018 between 8 AM – 12:00 PM and the technician will call me about 1 hour before heading my way.
Since didn’t heard nothing by 11:30 AM I called customer service to find out what was going on to find out that the installation was scheduled for Wednesday, February 21, 2018 and not for today as was told.
I asked if it was possible to get it installed today and was told no.
Took the day off and waited on them to find out that they seem not to know what they are doing.
Since the installation couldn’t be done today and not until February 21, I ended up cancelling it all together.
Not going to wait this long because Frontier Communications can’t get their act together.
Seems that I will be keeping Xfinity (Comcast) and not switching to Frontier as wanted.
Maybe this is a warning telling me not to use Frontier and that the service I will be receiving from them won’t be good at all and a nightmare.
Oh wow. Normally when you look at reviews, you find a few bad ones and you have to make the best judgment on if you want the product or service. All the reviews are bad. This company sucks ass.
From experience, every bad review that you read about Frontier is true. They are without a doubt the worst company on the planet. Please do yourself a favor do not, I repeat do not order in Frontier, you’ll be so sorry you did. I don’t know why the goverment doesn’t shut their sorry ass down.
Read terms!!!! When you terminate service, you have to 1) pay for entire month (even if you terminate on the 1st), and 2) pay a $10 disconnect fee. They keep sending us bills a month after we’ve terminated.
Guess I’m one of the lucky ones, but I’ve had FIOS since Verizon installed it in our neighborhood about 8 years ago. Of course, now it’s Frontier, but the service has suffered any. Price has gone up some, but for what I’m getting, it’s not unreasonable. Have considered switching from Frontier to Spectrum to save a few bucks, but that would only last a while as the promotional discounts go away after one year. My mother-in-law has Spectrum and I’ve seen what happens after the discounts drop off.
Frontier Customer Reviews
Frontier Customer Reviews Summary
As of February 2021, BroadBandNow’s editorial team has surveyed 39 Frontier Communications customers and asked them to rate Frontier on 6 different criteria - Reliability, Speed, Equipment, Support, Interaction, and Value.
Overall Frontier customers rated them a 3.5 out of 5, which is ranked 7th of the 10 internet provider customers we surveyed in our study.
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*Please note we only publish reviews that are: helpful, relevant, and specific. When writing your review, please support your rating with specific, detailed reasoning. If you are experiencing issues with your router, call Frontier Communications customer service directly for assistance
Installer was very knowledgeable about how networks work and quickly patched in my line where I needed it. 6 months in and I saw an ad for 500/500 for the same price I had been paying for 200/200. A quick chat with sales and I upgraded for free. Highly recommend Frontier FiberOptic service.
My internet all of a sudden shut down on me last night and I was very upset, trying to do anything to fix the problem. But nothing worked at all, then I decided to call and luckily I had an easy and manageable talk with support. He guided me through everything easily and the process was very quick. Thank you so much for your service.
We were in the area hit by tornados in Dayton on Memorial Day. We had no power for 6 days, no water for 3 days, but every single day we had our landline service! Thank goodness because it enabled us to continue to work from home. Thank you Frontier.
I was looking for an alternative to my previous provider and the only other option was Frontier. I was apprehensive because of Frontier's bad reputation, but I decided to give it shot. Reliable service. My other provider's asymmetrical bandwidth is absurd. While it's great for streaming, getting any remote work done, using a VPN, or even just browsing the web can be a real pain. 12 Mbps is just not enough for a medium household. 1000Gbps may seem like a lot, but its surprisingly easy to exceed when you have multiple streaming devices at home. Others charge you $10/mo for their modem/router, Frontier doesn't. You don't even need it; with Frontier, you get Ethernet directly to your own router, no modem required.
Great customer service!! My service technician, went above and beyond to make sure everything with our power box was working correctly after it broke due to a power outage. He even checked out our router, even though I didn't call about it because I mentioned we lose connection a few times a month. My router was a piece of original and old equipment so he gave us a new one which should help with the disconnection we experience and WOW, our internet speed is much faster now. After hearing everyone's nightmare with Frontier's terrible customer service and them not showing up, I was expecting the worst, but they have stepped up their game and I was very happy and can't say enough positive things about the service I received. Thank you!!!
During the winter storm in Texas that caused the entire state to lose power, I also found that the constant cycling of power caused the ONT (fiber optics converter) for my house to break. At least this is what the technician said. Anyway, I did the troubleshooting over the phone and they identified the problem. But then a ticket had to be opened and I was in the queue with lots of others. Unfortunately, my original ticket was closed by their system because it was associated with the widespread outage. I called when my ticket was closed and they opened a new one a week later. Although somewhat frustrated because I work from home I have to say the Frontier tried to get a technician out to fix my problem almost every day but I was then away from the house. I just want to say that they didn't forget me and really tried to solve my problem. They called me daily but I was away for a wedding. Great job Frontier. Your internet service is great too and it's why I've been a customer for a very long time.
Had a service technician yesterday 2/25/21. He called to let us know he was on his way. Showed up at our front door wearing his required company mask. We spoke a couple of minutes about the service I was requiring. he took some time to access the situation, and went right to work. He set up the internet system on the outside of our home, ran the required cables from the outside service box, and into a less noticeable outlet at the rear of our home. He checked the signal strength throughout the entire home to make sure we had adequate coverage for the 500 over 500 that we had ordered through the customer service representative prior. He took the time to listen, and answer all of my questions. He even took the time to set up my tv., and even showed me the step-by-step way to set up my other tv also. PS. Did I mention that Joe was so responsible? He took the time to clean up any debris leftover from the install. So BIG shout-out goes to the service technician! Thank you, Frontier.
Solved my problem, good job
Great and friendly customer service
Had a great experience with installation and rock solid service. Wouldn't hesitate to recommend them in my area if you have access to their 500/500 plan.
Working great. Very fast service and my download speeds increased from 47Mbps to 467Mbps! Nice people, too.
I would like to write my very positive remarks about our local service technician (Brian Lloyd) who services our Sherrard, Illinois area (61281). His service over the years has been exceptional, not only with putting our internet service back on track but also about his conduct on the phone. Very courteous and professional with also a sense of humor (good mix). We hope that his manager(s) and colleagues see this review as a testament to his performance. Thanks Brian! Christopher B.
Our internet quit working, so I went down to our local Frontier office (I refuse to call the 800 number, too long wait time and you're not really dealing with someone that has any technical knowledge) and talked with the nice young lady behind the counter. I told her that it is important that I have internet as it is used for daily medical purposes. She said that she could have a technician at my house the next day between 1300-1700. Next day technician called me 2 hours early and he would be there in 10 minutes. Technician arrived and he assessed the situation. He contacted the technician in the central office and in less than 5 minutes the problem was fixed. Very happy with the speed that Frontier sent out a repair tech and the knowledge of that repair tech.
We have been trying to add Internet to our account since March. We have seen 5 field technicians, all of whom said they could not find the telephone box and then told us they would have a signals specialist sent out and provide a quote for a new dropped line. The last tech who assisted us was a problem solver and did not give up until he found the phone box at the house when all the others gave up. He was polite, informative, and efficient and got our Internet up and running. He should be your standard for all technicians. He saved the company from losing our service.
I use Frontier for my internet and although they have a phone menu, the customer service reps are polite and helpful. It takes a little patience to come out but they do come out quickly and their repair reps are great. They fix it right away and are very helpful and courteous. I would give them 4 out of 5 stars. I would give them 5 if they got rid of their phone menu. I am very satisfied with their service.
The price is great. The speed is awesome. Customer service is always open but, I hope you don’t need a technician. It takes around a week for someone to come out. That’s the only weakness of this company. I’m currently home because of surgery. The service went out on Friday and they can’t come until Thursday. I just wish they’d respond sooner.
Frontier service is decent and at times you get faster than advertised speeds. Their customer service is poor and inconsistent.
We had FiberOptic Internet installed by Frontier yesterday afternoon and 20 minutes after it was installed, it went down and nobody has come back to fix it. Apparently the closest appointment available is on the 24th, today is the 21st. Now we are without internet or television because our television goes through the internet. Absolutely unacceptable!
Just spent half an hour explaining to 3 different people about the credit I was supposed to receive after cancelling my account. No one can help with anything. Bill was supposed to be taken care of after 3 weeks of no internet service. Two days after they fixed it was down again. They couldn’t come out for close to a month and they want to charge me for it. Not worth the hassle.
I usually HATE to call customer service as they are frequently not helpful and sometimes even insulting. However, today when I had to call, Anthony was EXTREMELY helpful and polite. I really appreciated the speed and courtesy in which he handled my problem and got me back online and back in business in record time. Thank You!
My internet went out for a week, no tickets were resolved. All i was told was there was an outage every single day, and the day they fix the outage they say they don't know why I still have no internet. First time I ever had frontier moving into a new house and it was the most frustrating service I have ever had, I recommend looking elsewhere for your internet provider.
Not only has customer service been unreliable in its support, we’ve experienced multiple outages with zero help, promises of credits to our account that never occurred on multiple occasions, and a broken system where one hand doesn’t seem to be talking to the other. Every time we call Frontier, it seems we have to start over again with regard to the explaining the same issue. We’ve been a customer for 10 years now and we are done with the poor customer service and on reliable support. This is the company that needs to very much reconsider how they’re doing business in supporting their customers.
During the past two weeks, my 5-15 Mbps service fails to provide more than 1.3 Mbps, and Layer 3 link stability has been extremely irregular. I frequently need to abandon the service and switch all my equipment over to one of two 4G LTE WiFi hotspots on my iPhones. It's obscene that I'm paying almost $100 a month for service that is little better than two coconuts shells and a piece of piano wire. One way or another, this won't continue too much longer.
Internet is not working properly for past couple of months. After doing various complaints and tech came and said everything looks good at my home. There should be something at the frontier side and they should resolve it which never happened. Every time when I call, they say they will try to resolve it within 48-72 hours. Unfortunately I am stuck with a 2 year contract with the company.
Frontier does not have reliable internet. We did not have are internet a week and it was of a whole day. Times before it was off 1 week to 2 weeks and It seems to be a normal thing and it's not even cool. I don't recommend this provider. We don't pay for are internet to be off.
I rely on the wifi to receive text and calling on my cell phones at my house. After 8 months of usage without a problem, in July the feature stopped working overnight on two cell phones at my house. The wifi text works in other places we frequent that do not have cell service. I have spent hours with ATT and calling India on behalf of Frontier. We tried speed tests, opening ports, a new modem. I am so frustrated. The 5th call to India was 75 minutes and connection was lost. No phone call was returned despite giving the person my land line number. On the 6th call to India, the man would not schedule a technician to visit my house. I use this feature as a first responder for my community and I am beyond frustrated.
I highly recommend Frontier. I was skeptical about getting DSL, but I power my smart TV, laptop, printer and 2 cell phones using their 6 Mbps plan and out the door it is about $40 a month, saving me almost $400 per year. This alone paid for my new 65" TV, thank you Frontier!
Have had trouble off and on and finally this very nice and confident tech figured it out. Good job.
I have been suffering with Xfinity's inflated prices. I had the blast service and speed was pretty good. It was with a little dread that I decided to try Frontier. (copper wire in my area.) Customer service was great. The installer was a tremendous help. I only stream so so speed and continuity are paramount. So far I am a satisfied customer and am thrilled I am saving $63.00 a month.
First, let me lay the groundwork. I work for Healeon Medical, and we are located in Newbury Park, California (Zip 91320), and recently moved office locations, from a smaller to a larger office space. The new location was recently renovated, so we had to put in and activate phone lines and the internet, which we did. The first tech came in to activate the four phone lines (and internet) and left. Mind you, at this point, we were still housed at the old office. Now to be fair, we upgraded during the transfer of services to the new office: Upgrading internet from FiberOptic 75/75 Static IP to our FiberOptic 700/700 Static IP bundled with our Frontier Secure Pro Bundle with 4 unlimited phone lines (our 4 current #'s) which would be our One Voice Nationwide lines that have unlimited local & long distance calling in United States and also includes features included like, Call Forwarding, Call Forward - No Answer, Call Forward - Busy, Hunting, Caller ID, Call Waiting, Three-Way Calling & Voicemail etc. under a 3 year term. Upon discovering that our lines did not have a dial tone, when we moved in one afternoon, we called Frontier Tech Support and they forwarded all calls to a cell phone in the office, and also sent a tech in the very next morning. The tech, Steve Ashton was great, he quickly identified what the issues were, resolved them, and then walked us through the installation of our phones, after asking which specific lines were to be available at which office station. He did this quickly, and efficiently, because, and I quote, "I would feel terrible to leave you folks without working phone lines." After he was finished, he made sure the lines worked at each station, in the configurations we specified, and THEN, made his goodbyes. All in all, we were totally impressed by the service that Mr. Ashton provided to us. Wherever he is, I hope he and his bosses read this, and commend him on his exemplary service to a Frontier account. Well done, Mr. Ashton! Well done, Frontier!!
I am so happy with my service! Fast speed, and lots to watch. I signed up with a sales representative at the port richey Walmart and he has been very helpful! It feels like I have someone in my corner! Call him your experience will definitely change!!!
We just got Frontier a week ago and everything works great, nice and clean picture. Everything works well so far.
I chose Frontier because of their FiberOptic internet and TV package. Granted, it’s fast, fastest internet I’ve ever had at home. But that's where the positive news ends. Their TV interface (menu, scrolling, going to different sub menu’s) is painfully slow. Then, after only one week of installing their equipment - their power supply box mounted on the outside of my house fails. I call their tech support and the earliest repair availability is in 10 days. Ten days without internet or TV. Finally fixed but just now, they had my billing info wrong. It was connected to the previous resident of my apartment. So without being able to login to pay my bill, my service is disconnected. I call customer service and pay it over the phone. But now, get this, it takes 5 days to restore connection and there is a $10 restore charge. I really like FiberOptic, but their customer support is way lacking. I’m definitely looking at other options.
DSL is less than 33% of the speed I should be getting. The DSL randomly goes out and reconnects. Contacting customer service does no good. They say they are aware of congestion, but do not have anything scheduled as to fixing problem. Paying $30 for less than 1Mbps of speed (0n a good day). The only good thing I can say is it is better than dial-up, and that's all!
I had to call Frontier three times to resolve a problem with my auto pay. I had to change my method of payment due to fraud on my present payment method. The first representative told me it would be fine, it wasn't. My bill was not being paid on the new card. I called again and spoke with someone who was not helpful at all. She told me to go online to fix the situation. So I called again got Reginald aka Reggie. Not only did he take my payment over the phone and explain why it all happened, he also improved the speed of my Internet. This man is a valuable employee and I hope he is given the opportunity by Frontier to show this talent
I've had good and bad experiences with most internet and cable providers. I switch to Frontier in frustration. We had a few glitches in the beginning, but their customer service is far superior to any customer service I've ever experienced. The service is great. My bill is the same every single month which with others it varied $30 a month every month for years. I love Frontier, I've heard they're having trouble in business and this really frightens me keep up the good work Frontier.
6 different speed plans, I stream on twitch and play games on pc and Xbox. No speed problems here, consistent 115mb download. Upload could use a little more as it sits at 12-13Mbps. I pay $80/month. no issues at all. Thanks, Frontier!
Overall Frontier DSL is great for the average user and will be enough but for a Poweruser like myself, it will not be enough. When you have 3+ people in your house watching YouTube it really starts to slow down. The upload speed is trash. I have a youtube channel and it takes 6+ hours to upload a 1GB file.
Decently Fast video loading, alright on upload times, currently hosting 15 devices. Little touch and go if you live in the boonies, but customer service will help anytime
Customer service has been reliable and easy to work with.
Thankful for any DSL access but it's average. My location doesn't help. Really wanted to be able to hard-wire my laptop but the one unit modem/router doesn't let me do that and I'm not happy about that at all!
We're happy with the service but would like to get FiberOptic.
I like Frontier and they are fast if you live near the central location, if not, do not get them.
I have been happy with my internet services through Frontier Communications. I frequently download from both Hulu and Netflix, for the most part, I do not have an issue with buffering/downloading etc. Customer service was both patient and helpful.
There were some small problems but it is a much better deal then Hughes Net. Mostly reliable internet with only a few problems. Though there was some issues with tech support. A long wait to get problems fixed. 3 weeks with out internet.
Frontier has two core services: Frontier DSL, which is their most common Internet service provided over phone lines, and Frontier Fios, which is a much faster fiber service. Fios is currently only available in select areas. The Frontier Communications reviews above include reviews for both Frontier DSL and Frontier Fios.
How BroadbandNow Sources Frontier Internet Reviews
We currently source reviews from Frontier customers by showing them prompts and pop-ups on the BroadbandNow site. We use IP-verification to ensure that only current Frontier users can leave reviews, and that each customer can only leave one review. This system also helps us balance out the negative and positive reviews, avoiding the “Yelp effect” of endless rants.
Frontier Fios vs Frontier DSL Internet Reviews
As mentioned above, Frontier Fios is a different service from Frontier’s DSL service. Fios is several times faster, and tends to get much better reviews than Frontier DSL service. In both cases, Frontier’s customer service tends to get low reviews, even when the speed and network performance is ranked highly.
Frontier Review Criteria: How We Filter Reviews
In some cases, we will remove reviews that fail to meet our basic criteria. Those criteria are: be helpful, relevant, and specific. Reviews that “rant” in all-caps or make violent threats cannot be posted for legal reasons. We only approve reviews that include detailed, helpful context about the customer’s experience. Approved reviews can have any star rating, and as you can see in the star rating distribution map above, we do not judge reviews based on their opinion of Frontier Fios — we only judge them on their merit as a piece of information for potential customers.
Common Issues in Frontier Internet Reivews
Why is Frontier Internet so bad? Frontier’s Internet service suffers from poorly-rated customer service and inconsistent speed, but it’s often the fastest choice in their service area. Frontier has been growing rapidly in recent years, and those growing pains have led to a hit-or-miss experience when calling customer service, and speeds don’t alway live up to the promise on the box. However, customers who live the Frontier Fios service area are almost always better off with Fios than with other, slower providers.
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Frontier Communications is one of the nation's largest internet providers, available in 25 states, from Connecticut to California. Service isn't the same everywhere on the map, however. Most locations will only be eligible for Frontier's DSL-based service, which, given the slow speeds and Frontier's recent legal troubles, is tough to recommend.
Frontier FiberOptic is a much better service in terms of speeds and value, but it's also not without fault. However, Frontier doesn't require a contract with its fiber or DSL service, so you can cancel anytime without penalty.
- Equipment rental included in the price
- Unlimited data
- No contracts
- Fiber service where available
- Unclear price increases
- Slower than advertised DSL speeds
- Bottom of the barrel customer satisfaction
That makes Frontier a workable internet provider if you have access to the company's fiber plans. However, you'll still want to be mindful of potential price increases, as Frontier advertises those fiber plans with promo rates that are good for 12 months but won't say how much your bill will go up after that. That, combined with a history of low customer satisfaction scores, makes Frontier tough to endorse. If you have other options for your home's connection, you should give them your consideration first.
Frontier internet plans, prices and availability
Frontier offers FiberOptic service in 19 states, but availability is limited mainly to metro areas. Everywhere else, like the majority of Connecticut or West Virginia, where Frontier is available throughout most of the state, will have access to Frontier Internet. Again, that means DSL.
Frontier FiberOptic plans
|Plan||Max speeds||Promo rate (first year)||Equipment fee||Data cap|
|FiberOptic 50Mbps||50Mbps download, 50Mbps upload||$50||None||None|
|FiberOptic 500Mbps||500Mbps download, 500Mbps upload||$60||None||None|
|FiberOptic Gig Service||940Mbps download, 880Mbps upload||$80||None||None|
Frontier Internet plans
|Plan||Max speeds||Starting monthly price||Equipment fee||Data cap|
|Frontier Basic Internet||9Mbps download, 1Mbps upload||$38||None||None|
|Frontier Preferred Internet||25Mbps download, 1Mbps upload||$45||None||None|
|Frontier Premium Internet||115Mbps download, 3Mbps upload||$55||None||None|
There is little availability overlap, if any, between Frontier FiberOptic and Frontier Internet plans. Even if both service types happen to be available, I can't imagine why anyone would choose Frontier Internet over Frontier FiberOptic.
At $50 per month, Frontier's entry-level fiber plan offers download speeds that are twice as fast as Frontier Internet's Preferred plan while costing just $5 more, and you'll enjoy much better upload speeds, too. While Frontier Internet can be a bit cheaper than Frontier FiberOptic, the speeds and connection quality that come with fiber service compared to DSL are hard to pass up.
No transparency with the pricing
When will the price go up, and by how much? From what I've gathered, most Frontier internet plans go up around $10 in price after the first 12 months, but a Frontier salesperson indicated that price increases could vary by region. The gigabit plan is a bit more stable, with pricing good for 36 months, and the Basic Internet plan comes with a price-for-life guarantee if you're interested in paying $40 for speeds up to 9Mbps for the foreseeable future.
"Generally, our internet prices do not change for the first 12 months," a Frontier spokesman said. "Thereafter, the timing of price changes, if any, depend on the initial promotion the customer signed up under, the status of competition and other market factors. We strive to keep our offerings competitively priced." A corporate statement, if there ever was one, and it expectedly doesn't tell us much. Frontier declined to tell us directly what kind of price increases customers should expect, and the information doesn't seem to be available anywhere online, either. It's an unfortunate look, because of all the ISPs CNET has reached out to regarding standard pricing, Frontier is one of the only ones who failed to comment on how much customers would be paying after the 12th month.
More transparency on fees and data caps (there aren't any)
Much needed bonus points for Frontier here. All internet plans come with unlimited data (to the relief of many rural residents who have endured the strict data limits of satellite internet) and require no contract.
Additionally, the Frontier router rental fee ($10) is included in the advertised monthly price. The bad news is that the "fee" is unavoidable even if you buy your own router, so you might as well use the Frontier Wi-Fi equipment unless you need to upgrade to a better device for serious gaming or other specialized internet uses.
All told, Frontier is one of the best in the internet market at cutting hidden fees, so customers know what to expect on their bill. Until there's a price increase, that is.
Frontier DSL is slow and spotty, even for DSL
With Frontier Internet -- the company's DSL plans -- your three options may be limited based on what speeds are available at your home. For example, if your address is only serviceable for speeds up to 6Mbps, you'll have the Frontier Basic Internet plan starting at $38 a month. Speeds of 10-25Mbps will come with the $45 pricing, while 26-115Mbps is $55 a month.
What determines available speeds? You guessed it, your address. More specifically, it's how far your home is from a local transmitting station. DSL speeds diminish over long distances, so the farther away you are, the lower your speeds are likely to be. As an unfortunate result, remote rural locations are often stuck with the lowest speeds.
Don't count on the fastest speeds being available in your area, or even speeds that could be considered broadband, for that matter. Only about 10% of households in Frontier DSL service areas are eligible for speeds above 100Mbps, and less than a third can get speeds at or above 25Mbps, according to the FCC. Upload speeds are a sadder story. Regardless of available download speeds, upload speeds top out at 1 to 3Mbps in all service areas.
DSL customers have had enough
Slow speeds and reliability issues are typical with DSL service, but they seem more so with Frontier. Along with the sparse availability of speeds over 25Mbps, outages are an apparent issue with Frontier service.
Downdetector.com has thousands of outage reports from all over the country for Frontier within just the last few months. Some users reported their service being out for days at a time with no indication of when they could expect service to return.
Outages are bad, but worse yet, Frontier now faces legal action over complaints about how fast its DSL service actually is. Specifically, the Federal Trade Commission and six states are suing Frontier in response to continued protests that the provider misled customers on the internet speeds they would receive.
On the flip side, there's fiber
OK, let's take a step away from the negative for a moment. Frontier FiberOptic is more consistent than DSL as far as the available speeds and pricing. For the most part, the speeds and pricing listed above are applicable in all markets, though there may be some locations not eligible for gigabit service. Each plan comes with symmetrical or near-symmetrical upload speeds, a perk typically only available with fiber-optic service. Here are my recommendations for each plan:
- FiberOptic 50Mbps: Best for one to two users, web browsing and light streaming
- FiberOptic 500Mbps: Best for three to five users, streaming in HD, gaming online and working/learning remotely
- FiberOptic Gigabit: Best for five or more users and 10 or more devices, streaming in 4K, working/learning on multiple devices.
You'll notice a significant speed jump from one FiberOptic plan to the next, which can make it much easier to find the right plan for your needs, but I'd like to see more speed from the lowest-priced plan. Competing fiber providers, including AT&T, CenturyLink and Verizon Fios, have starting speeds significantly higher than Frontier FiberOptic (up to 300Mbps with AT&T, 200Mbps for CenturyLink and Verizon Fios) for around the same price. AT&T recently raised the speeds of its lowest-priced fiber plan, so I see no reason why Frontier couldn't do the same.
If you go with Frontier FiberOptic, go ahead and skip the 50Mbps entirely. Upgrading to the 500Mbps or gigabit plan won't add too much to your bill, and you'll appreciate the extra speed, especially when connecting wirelessly over Wi-Fi, which is different from the internet connection running into your home. There are ways to mitigate the Wi-Fi speed loss, such as upgrading to a better router, or trying any of these tips to boost your Wi-Fi signal.
FiberOptic availability is expanding
Until recently, Frontier FiberOptic was reserved for parts of California, Florida, Indiana and Texas. Thanks to recent fiber-optic expansions, the service is now available in select areas of 15 additional states, including Arizona, Connecticut, Minnesota, New York, North Carolina, Ohio, South Carolina and West Virginia.
Though availability is still somewhat limited, Frontier has acknowledged the need for more significant fiber expansion and plans to extend service to more areas in the near future. "Frontier is targeting substantial fiber upgrades over the next several years to locations in and near Frontier's footprint," a spokesperson said.
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How does Frontier internet compare?
As a DSL provider, Frontier offers faster max download speeds and lower pricing than most other major DSL providers. AT&T, for example, has max DSL speeds of 75Mbps compared to Frontier's 115Mbps, and a higher starting price of $40 a month (plus an additional $10 a month for equipment). CenturyLink, another top DSL provider, has speed potential similar to Frontier Internet, but again, the starting price is a bit higher at $49 a month.
While Frontier has faster max download speeds than many DSL providers, it's important to note that the fastest speeds are only available to around 10% of customers. By comparison, AT&T's fastest DSL speeds are available to approximately 40% of customers, and CenturyLink has speeds of 100Mbps or higher in more than a quarter of its markets. Max upload speeds with AT&T and CenturyLink are also significantly higher than Frontier.
As a fiber internet provider, Frontier doesn't offer anything that particularly stands out. With fiber plans starting at $50 per month, Frontier FiberOptic has a higher starting price than AT&T Fiber ($35 a month) and Verizon Fios ($40 a month), with lower starting speeds. Gigabit plans from Frontier are priced about the same as Verizon Fios, but more expensive than AT&T ($60 a month) and CenturyLink ($65 a month).
In all likelihood, you won't have the option of other DSL or fiber providers in Frontier service areas. Competing internet providers of the same technology typically avoid offering internet in the same areas. You will, however, find cable internet providers such as Spectrum or Xfinity to be available in many Frontier service areas.
Cable beats DSL, fiber beats cable
Cable internet providers that you'll find in Frontier service areas include Mediacom, Spectrum, Suddenlink and Xfinity, among others. When compared to cable internet, Frontier Internet is likely to be slower and more expensive, especially when you consider cost per Mbps. Most cable internet providers offer gigabit download speeds, whereas Frontier Internet tops out at 115Mbps. While cable internet plan pricing can reach $100 a month or higher, the speeds you get for the price are likely to be a much better value.
Cable internet versus Frontier FiberOptic is a coin toss and may come down to which cable provider is in your area. For example, Frontier FiberOptic has pricing similar to Xfinity's cable internet plans on comparable speed tiers -- both providers offer gigabit service starting for around $80 a month, for instance -- but you'll get faster upload speeds and unlimited data with Frontier FiberOptic. Spectrum internet, on the other hand, is priced a bit higher than Frontier, but also comes with the conveniences of unlimited data and no contracts.
Ultimately, if Frontier FiberOptic is available in your area, I'd likely recommend it over cable internet service, especially if you're considering the higher 500Mbps or gigabit speed tiers. The pricing is likely to be on par with or lower than similar tiers from a cable provider, and the straightforward pricing and unlimited data give FiberOptic an advantage over most providers, in general.
Customer satisfaction reports are not pretty
In the most recent report from the American Customer Satisfaction Index, Frontier Communications finally broke out of the bottom spot, where it resided for two consecutive years. The ACSI gave Frontier a 2021 score of 57/100, edging out Suddenlink's score of 55. The two providers swapped spots as last year Frontier came in at 55 and Suddenlink was runner up with a 57 (given what we know about Frontier, it makes me wonder what Suddenlink is doing to get such low scores). Frontier was again alone at the bottom in 2019 with another 55. They're consistent, at least.
Frontier Communications didn't fare well with customer satisfaction reporter J.D. Power, either, coming in last in three out of four regions. Frontier ranked last in the East, North Central and West regions, and fell well below the region average in the South despite placing above Kinetic by Windstream, CenturyLink, Suddenlink and HughesNet.
So what's the deal with Frontier's consistently low customer satisfaction? Of the 9,294 Frontier customer complaints to the Better Business Bureau closed within the past three years, it appears that service disruptions, poor customer service and lack of speed upgrades in rural areas are all commonly and consistently experienced issues.
When contacted by the BBB in 2019 regarding a "high volume and pattern of serious complaints," Frontier's response admitted that the company had "disappointed customers," but pointed much of the blame at its acquisitions of infrastructure in Connecticut from AT&T and in California, Texas and Florida from Verizon.
"As the BBB points out, many of the 11,000 (as of December 2019) complaints made on this platform resulted from the transition of services in those two transactions," reads Frontier's response. "We have worked diligently to address the issues raised and restore credibility. Issues related to those transactions have been resolved."
While service disruptions and negative customer experiences can certainly happen during a technical transition, it's worth pointing out that these acquisitions took place in 2016, yet Frontier's response to the BBB came in December 2019 -- and similar complaints from customers are still coming in.
With 789 BBB customer reviews, Frontier currently has an average of 1.04 out of 5 stars. And while internet service providers are notorious for low review scores, Frontier's review score feels exceptionally low.
Despite a tough run in recent years, Frontier is optimistic that customer satisfaction will improve. "We work hard to meet customer needs and to provide the best quality and most competitive telecommunications products and services to the customers and communities we serve," a spokesperson said. "Customer service excellence is a top priority for our new leadership."
If you can overlook the low customer satisfaction ratings, Frontier internet is probably worth considering for its unlimited data and contract-free service, but only if Frontier FiberOptic is available in your area. Frontier's fiber internet offers speeds and pricing comparable to many other top providers, and fiber's fast upload speeds and reliability give it an edge over cable internet service.
Depending on the available speeds, Frontier's DSL-based service could be the best internet option in many rural areas where satellite is the only other way to connect. Reports of slow and spotty service, however, may make you want to give satellite internet another look.
Frontier internet FAQ
What's the best Frontier internet deal?
Frontier FiberOptic 500Mbps offers plenty of speed for streaming, gaming and browsing the web on multiple devices at once and comes with up to 10 times the speed for only $10 a month more than Frontier's lowest-priced fiber plan.
Other than competitive pricing, unlimited data and no contracts, there typically aren't any exclusive Frontier "deals" or special offers. Some plans may come with a $50 Visa Reward Card when you sign up, but Frontier isn't widely known for offering special deals or extra incentives to new customers.
Does Frontier have free Wi-Fi?
Frontier includes Wi-Fi service and equipment rental in the monthly price, so while Frontier Wi-Fi is not exactly "free," it won't add anything to the total plan cost.
Should I be concerned about Frontier's recent Chapter 11 filing?
When Frontier Communications filed for Chapter 11 bankruptcy in April 2020, it was with the intent to restructure debt and allow for further long-term growth. In the announcement, Frontier stated the company "expects to continue providing quality service to its customers without interruption," so current and new customers should not see any service issues as a result of the restructuring process. A Frontier Communications spokesperson reinforced this statement, telling CNET, "The Company expects to emerge from Chapter 11 reorganization in early 2021, and upon emergence will have significantly reduced debt and can move forward with enhanced financial flexibility that allows for continued investment in an improved customer experience and long-term growth."
I had my Internet upgraded to fiber optics August 21,2021. The customer service department was cordial and patient with my questions. Options were explained and appointment made. As promised a phone call was made prior to arrival at my home. The service technician was polite, thorough and completed the work within the time limit he indicated it would take. Explained thoroughly upon completion. I could not be happier. Internet is fast…. And steaming movies is outstanding. Thanks Frontiers for living up to your commitment at my Home.
Robert **, Wallingford, Ct.
Have a great day!
Like all cable providers, there are pros and cons. Frontier is my current provider inherited from Verizon when they sold off their cable division. For a brief period, I tried Spectrum and that did not work out. Back to Frontier. I have not experienced any on-going issues or unresolved problems with their customer service. I am not happy with the periodic increases in monthly charges and believe long time users and/or seniors should get more discounts than currently offered. Generally, I am satisfied with Frontier service.
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I think Frontier is expensive for what we get. They need more bundle options. I would like to make my own choice in what is in the bundle. When we have weather the picture often is interrupted. Other than that the picture is really good.
Pro, reasonably priced in comparison to other providers. Con, frequent service outages, interruptions in my area. Overall better total quality for cost and channel package versus Xfinity and Spectrum in my area.
I just move in, it is very easy to hook up my devices, I work from home, like printer monitor and computer, it will be easy for you too.
Was lied to by not 1 but 3 customer service technicians. In a nutshell my account was charged off after 3 days of being disconnected. Was told if I paid my bill and started a new service that I would have internet within "a little bit". Come to find out I would have to wait 24-48 hours. Not only did I not stress the fact that my funds were low and I needed to do a paper on my computer, also that if I did not receive internet the same that I would rather keep my funds and pay the bill on my next pay day (being that the account was already charged off). Needless to say no internet within a few hours, giving my information 1 million times to 1 million customer service techs... I decided to cancel my business entirely and take it else where. Internet is slow as molasses anyways!
I originally had Verizon Fios until they sold to Frontier. The prices continue to rise and sometimes by the month. Their customer service is so-so. There are times when you are doing something else (not in front of the TV) and the screen goes blank. Other issues are some times the screen goes blank and you have to reboot the entire system. I have lost the router IP address at least 2 times. You have to call customer services for them to reset the router. And you know that's a 45-50 minute call waiting to talk to a human.
Updated on 10/07/2021: Almost two weeks after my initial review on horrible service I have wasted additional hours of time! Corresponding with Frontier in order to solve any issue is infuriating!!! Check out the attachment of how you will be directed to links to purchase additional equipment in order to have proper service. They will also accuse you of being confused on your statement... They are so ridiculous they will force you to allow a technician to come out during a pandemic who does not even show up!
Original Review: I have experienced an outage at least four days a week for over two months. Frontier has told me it is my fault and that there is no issue. I have dealt with this for months and wasted hours and hours chatting. At one point I was in a chat until after 10 PM. It is absolutely awful. The first month I spoke with customer service and they gave me twenty dollars off my bill which is a joke. It has been much worse this month and all I get are daily texts "The issue I reported is part of a service outage." I have now gotten that same text for six days straight. Do yourself a favor and stay with your current provider.
This has been, by far, the worst customer and technical service experience that I have ever encountered. I lost internet on 9/9/21 and 17 days later still continue to not have internet. I have called and chatted with technical and customer services every day since and have been told conflicting and false information, no one seems to know the answers to my questions related to the internet service issue, no one is being proactive about trying to resolve the issue, and as a business owner I continue to lose revenue because of this. I have to call every day to ask for an update and every time I call I end up requesting to speak to a supervisor because I can't get the answers I am looking for. Note that the internet outage was Not weather related. Frontier did not know what the issue was until 9/23/21 and still does not have the capability of correcting the issue.
The technicians try but the system needs upgrades in all ways. The FCC grants for system upgrades is how the upgrades are determined sadly. A lot of rural areas are too far for DSL to work properly. I would like to see some WiFi nodes put up and some feeds using fiber. I called the president's office of Frontier and was told that if it is not satisfactory then I am free to cancel-when I called to recommend ideas for improvement?
Mbps frontier review 500
Frontier internet review: Beware, customer service
Frontier provides both DSL and fiber-optic service and has a presence in 38 states. It offers fiber internet in just five of those: California, Idaho, Oregon, Texas, and Washington. These areas are typically ignored by other fiber-optic internet providers, so Frontier may be your only option for wicked fast speeds.
The company pairs its plans with no contracts and no data limits -- perfect for a household of streamers, gamers, or people working from home. However, its customer service rates worse than every other provider on the market. And in an already tumultuous landscape, that's a pretty daunting feat.
If Frontier's value and packages match your household's needs, prepare for potentially frustrating service and watch your bill closely.
Frontier Internet Plans and Prices
Frontier offers speed plans for every lifestyle.
|Plan Package||Price||Download/Upload Speed||Connection Type||Best for|
|Frontier Internet||$28/mo||6 Mbps||DSL||Casual browsers|
|Frontier Preferred Internet||$35/mo||12-25 Mbps||DSL||Light streamer|
|Frontier Premium Internet||$45/mo||45 Mbps||DSL||Multitaskers|
|50/50 Mbps Internet||$30/mo||50 Mbps||Fiber||Light online gamers|
|500/500 Mbps Internet||$40/mo||500 Mbps||Fiber||House of multitaskers|
|Gig Service||$75/mo||940 Mbps||Fiber||Mega users|
Data effective 03/24/2020
* Package availability depends on location, prices and speeds may vary
Fiber plans, speed, and data
Fiber connection speeds offered up to 940 Mbps with no data caps
Fiber-optic technology transmits data using light and thin strands of glass — the result is faster speeds and a more reliable connection. If Frontier offers fiber-optic service to your address, you could see plans that range from 50 Mbps to 940 Mbps.
Lower speeds like 50 Mbps are more suited for smaller households (three users) and lighter usage like emailing, general internet browsing, and streaming. If you host a home of gamers, binge-watchers, or you work remotely, you'll want to consider Frontier's faster plans like 500 Mbps or 940 Mbps. To keep up with those speeds, Frontier has no data caps.
Specific pricing and availability will depend on your region, but most offers will start at just $30 per month for 50 Mbps. At Comcast, that same price might only get you 15 Mbps.
DSL plans, speed, and data
DSL plans are widely available and ideal for lighter internet use
DSL, or Digital Subscriber Line, uses existing telephone wires to communicate data between your computer and the internet. Because of this, it's widely available. But DSL is also one of the slowest internet connections. Frontier's DSL plans typically range from 6 Mbps to 45 Mbps for $28 to $45 per month. The smaller speed plans may work for light internet users who only need a connection for email, web browsing, and some occasional SD streaming.
Who is each Frontier plan best for?
- Frontier Internet -- Best for a single user on 1-2 devices
- Frontier Preferred Internet -- Best for a single user on 3-4 devices
- Frontier Premium Internet -- Best for 2 users with up to 5 devices
- 50/50 Mbps Internet -- Best for 3 users with up to 5 devices
- 500/500 Mbps Internet -- Best for 4 users with up to 8 devices
- Gig Service -- Best for 5+ users with 10+ devices
How fast is Frontier internet?
Competitive speeds with fiber but DSL underperforms
The Federal Communications Commission (FCC), details in its 2018 Fixed Broadband Report the percentage of customers whose average speed was near the advertised speed. Frontier's fiber service did pretty well, with just about 80% of customers receiving 95% or more of the advertised speed. But it's not quite as impressive as Verizon's fiber service, with over 90% of its customers getting their advertised speeds.
As a technology, DSL is less reliable than other internet connections. Frontier is no exception. Though Frontier's DSL service outpaces Cincinnati Bell DSL and Hawaiin Telcom DSL, it only delivers most of its advertised speeds 30% of the time. AT&T, Centurylink, Verizon, and Windstream DSL services all perform more reliably.
Where is Frontier Internet available?
Extensive DSL coverage with limited Fiber service
While Frontier has a presence in 38 states, only five are equipped with fiber-optic service. If you live in California, Idaho, Oregon, Texas, or Washington there's a chance you could purchase fiber-optic internet from Frontier. Limited availability is pretty typical for fiber technology, but availability in the Pacific Northwest is unique to Frontier. Verizon FiOS has exclusively built out infrastructure in the East Coast while AT&T has fiber service in the Mideast and South, with some California presence. If you're living on the West Coast and want fiber-fast internet, Frontier is your best chance. DSL service is available in the remainder of the 38 states.
Other factors to consider
A solid offering with installation options
Frontier internet typically comes with the option to rent its integrated router/modem device. It'll have everything you need to connect devices to the internet via WiFi. ISP-provided internet equipment rarely differs and Frontier's is pretty standard. Frontier offers self-installation (free) and professional installation ($75), but not every package will receive both options.
Contracts and fees
Contract-free, price for life options, equipment rental, and optional professional installation
Frontier's service comes without any contracts. If you're in a temporary living situation or aren't sure you'll love its service, you can cancel anytime without the burden of an early termination fee. When shopping, you may also notice one of the plans will have a "price for life" guarantee. This means that even though you have no contract, your monthly rate is guaranteed for the lifetime of your service -- no price hikes! The only downside is that you can't choose which plan this applies to.
- $10/mo Equipment Fee
- $10 Equipment Delivery/Handling Fee
- $75 Professional Installation
*Sometimes waived for certain packages or online orders.
Fiber-optic TV service offered but DSL connections may get contracted out to DISH for TV
Typically, bundling your services like TV, internet, phone, and sometimes home security with one provider is an easy way to save money on each service. Compared to its competition, Frontier fails to offer enticing bundling options.
If DSL service is available to you, you're out of luck — Frontier doesn't offer any TV options to bundle with DSL service. In some locations, Frontier may contract its TV service out to DISH. This isn't terrible news, as DISH offers great TV service, but adds to the general uncertainty about what you'll be offered from Frontier.
Frontier does have fiber-optic TV service that fiber customers can bundle, but you won't have many options for the number of channels. In most areas, we found you can add Fiber TV for about $25 more per month for only 25+ channels. Pair all that with Frontier's limited fiber-optic availability, and your overall options end up pretty limited. If you're looking for a provider that will make bundling multiple services simple, Frontier probably isn't for you.
Major drawbacks to customer service
In nearly every customer satisfaction survey, Frontier falls dead last.
The average score for internet providers with the ACSI scores 62/100, and Verizon FiOS won the top spot with a 70/100, meaning Frontier falls significantly behind. These metrics are a pretty clear indicator that customers aren't happy with the way Frontier handles communications, tech support, and billing discrepancies.
If you care a lot about customer service, Frontier is the last place you should look for service. But if your internet priorities are more about speed and value, Frontier can provide that.
Compare Internet Providers
Frontier offers one of the lowest starting prices and no contracts.
|Starting Price||$28/mo. *||$50/mo.*||$30/mo.*||$45/mo.*|
|Speeds||DSL: 6-45 Mbps|
Fiber: 50 -940 Mbps
|DSL: 0.2-100 Mbps|
Fiber: 100 -1,000 Mbps
|15 – 2,000 Mbps||100 – 940 Mbps|
|Connection||DSL, Fiber||DSL, Fiber||Cable||Cable|
|Contract||No contracts||1 year*||Month-to-month, 1 year*||No contract|
|Details||Read Review||fiber-optic internet providers||Read Review||Read Review|
*Prices for stand-alone internet service, current at time of publication. Prices may vary by location. Contract length may vary and it's subject to the starting price presented above.
Related Topics:Networking Telcos Sours: https://www.zdnet.com/article/frontier-internet-review/
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