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Frontier Faces Lawsuit in West Virginia Alleging False Advertising, Undisclosed DSL Speed Throttling

Phillip Dampier October 20, 2014 Broadband Speed, Consumer News, Frontier, Public Policy & Gov't, Rural Broadband 74 Comments
The slow lane

The slow lane

Frontier Communications customers in West Virginia are part of a filed class-action lawsuit alleging the phone company has violated the state’s Consumer Credit and Protection Act for failing to deliver the high-speed Internet service it promises.

The lawsuit, filed in Lincoln County Circuit Court, claims Frontier is advertising fast Internet speeds up to 12Mbps, but often delivers far less than that, especially in rural areas where the company is accused of throttling broadband speeds to less than 1Mbps. The suit also alleges Frontier’s broadband service is highly unreliable.

“The Internet service provided by Frontier does not come anywhere close to the speeds advertised,” wrote Benjamin Sheridan, the Hurricane lawyer filing the lawsuit on behalf of three Frontier customers. The attorney is seeking to have the case designated a class action lawsuit that would cover Frontier customers across the state.

“Although we cannot guarantee Internet speeds due to numerous factors, such as traffic on the Internet and the capabilities of a customer’s computer, Frontier tested each plaintiff’s line and found that in all cases the service met or exceeded the ‘up to’ broadband speeds to which they subscribed,” Frontier spokesperson Dan Page told the Charleston Gazette. “Nonetheless, the plaintiffs filed their case in Lincoln County, where none of them lives. If necessary, we are prepared to defend ourselves in court and bring the facts to light.”

Frontier’s general manager in West Virginia, Dana Waldo, may have helped the plaintiffs when he seemed to admit Frontier was purposely throttling the Internet speeds of its customers, a move Sheridan claims saves Frontier “a fortune” in connectivity costs with wholesale broadband providers like Sprint and AT&T.

Sheridan

Sheridan

“If as you suggest, we ‘opened up the throttle’ for every served customer, it could create congestion problems resulting in degradation of speed for all customers,” according to Waldo as part of an email exchange with one of the class members cited in the lawsuit.

The lawsuit also cites a state report issued over the summer that found just 12 percent of Frontier customers receive Internet speeds that actually qualify as “broadband” under federal and state standards. Frontier’s speed ranking is the slowest of any provider in the state. That is especially significant because Frontier is the largest ISP in West Virginia, and is often the only choice rural residents have for broadband service.

Frontier dismissed the state’s report claiming it was based on voluntary speed tests performed by disgruntled customers.

“As we’ve said before, the speed tests are the result of self-selected, self-reported samples,” Page said. “People who take speed tests tend to be those with speed problems or low speeds.”

“Even if that were true, it doesn’t account for Frontier’s poor performance,” said Frontier customer William Henley. “If every person that ran a speed test in West Virginia was annoyed with their provider, Frontier still came in last place.”

Frontier’s competitors scored better:

  • lincoln countyComcast: 88% of customers met or exceeded state and federal standards;
  • Suddenlink Communications: 80%
  • Time Warner Cable: 77%
  • Shentel: 71%
  • Armstrong Cable: 67%
  • LUMOS Networks: 44%

“…Frontier’s practice of overcharging and failing to provide the high-speed, broadband-level of service it advertises has created high profits for Frontier but left Internet users in the digital Dark Age,” Sheridan wrote. “As a result, students are prevented from being able to do their homework, and rural consumers are unable to utilize the Internet in a way that gives them equal footing with those in an urban environment.”

Sheridan also accused Frontier of delivering its fastest speeds only in areas where it faces competition. Where there is none, Frontier can afford to go slow.

But slow speed is not the only issue. One plaintiff — April Morgan in Marion County — says she has to reset her modem up to 10 times a day to stay connected to the Internet. Her modem has been replaced several times by Frontier, but that has done little to solve her problem.

Frontier customers who check the company’s terms of service agreement may question whether Sheridan can get very far suing the company. A clause in the contract states customers must settle disputes only through binding arbitration or small claims court. Individual lawsuits, jury trials, and class-action cases are prohibited.

Sheridan points out customers have to go online to read the agreement – it is not provided to customers signing up for Internet service. A contract that forces customers to agree to its terms without getting informed consent may turn out not very binding under West Virginia law.

Lincoln County Judge Jay Hoke, assigned to hear the case, will likely face that matter in pre-trial motions.

West Virginia residents interested in the class action case can register here for updates.

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Ralph
Ralph
5 years ago

I absolutely love this comment, “As we’ve said before, the speed tests are the result of self-selected, self-reported samples,” Page said. “People who take speed tests tend to be those with speed problems or low speeds.” What a genius it takes to figure that out because if a person has decent speeds, there’s no reason to ever run a test! My Frontier “broadband” is shown as 1344 Kbps down, 192 Kbps up and I have frequent low speeds – like yesterday evening @ 9:44pm when my download was 42 Kbps and my upload was 69 Kbps!!!! Now, I wonder if… Read more »

Lee Kraus
Lee Kraus
5 years ago
Reply to  Ralph

I completely agree and I am in the exact same situation. I hope that we can find a way to get competition in the state.

Chuck
Chuck
4 years ago
Reply to  Ralph

My speeds are so horrible, I get less then 56k modem speeds, when Verizon held my service they came and fixed my connection two times and a tech actually showed up at my house and tested my lines from the inside, went out to my pole cleaned there side of the connections and then went a few hounded yards down the road and did a repair, I had great service for about two years. Then when Frontier took over my service I have had nothing but problems for 4+ years. I have complained over 10 times they supposedly had techs… Read more »

William
William
5 years ago

I seem to be in the same situation. These are a few of the points I demand a solution to. Many of my clients have been paying for DSL Max though there is only DSL lite available in this area. On top of this many of them seem to be paying for services they cannot use, have not used, and did not sign up for namely frontier secure. On top of this there are horrid congestion here on the dsl line. I am not speaking for everyone in Calhoun Co. but the people in my Chloe area are for sure… Read more »

Chris B
Chris B
5 years ago
Reply to  William

I wish they would allow Verizon in… Still not sure what the deal is with that (both cell phone and tv/Internet market). If they would allow Verizon in, I would have FIOS in a heartbeat!!!

Aaron
Aaron
5 years ago
Reply to  Chris B

Perhaps it is not a matter of whether or not they would “allow” Verizon in, maybe it is a matter of whether or not Verizon wants to do business there…

http://stopthecap.com/2013/09/25/no-verizon-fios-expansion-for-next-several-years-company-to-focus-on-improving-profits/

I know this post was from a couple years ago, but I think Verizon made it very clear that they have NO DESIRE to expand these services anytime soon, if at all, because they would rather invest in their wireless networks.

Don’t hold your breath, you’d be better off trying to get your local government to create a municipal network. 😉

Tony Schaub
Tony Schaub
5 years ago
Reply to  Chris B

We had Verizon internet in Michigan until 2008 when they sold out to Frontier. The problems started immediately when Frontier transferred everyone over to their servers. I am constantly plagued with degraded service. My last e-mail I received from Frontier states “As I have stated in the past your services are affected by an Area of High Demand. At this time there is not estimated date of relief.” The question I have is, how can we not have problems with Verizon, but as soon as Frontier takes over we instantly have poor service? And the costs keep going up as… Read more »

Justin
Justin
5 years ago
Reply to  Chris B

Verizon was here and service was far superior, I was a customer through the transition, after, then 6 months agian semi-recently. Verizon sold all of their land based infrastructure for DSL (they maintain wireless presence) in WV. After the transition, service declined.

ISPs in most regions of the US are basically monopolies and this is what happens (large metropolitan areas are the exception).

Jack Knob
Jack Knob
5 years ago

This is bogus. Frontier does not throttle anyone.

If this article had any ground to it, it wouldn’t be about an attempt at a class action suit with only 3 plaintiffs…

I’m pretty sure Frontier outnumbers the plaintiffs in this, 100+ Lawyers to 1 Plaintiff…

This article would be about how customers are winning or have won the class action suit, if there were any credence to this claim at all.

I do not work for any ISP nor hold any political office, I just think the commentators here are paranoid old ladies who don’t understand networking.

Drema
Drema
5 years ago
Reply to  Jack Knob

Jack I have had Frontier for years. Only provider available in my area. It doesn’t work right and has never worked right. I work from home and I need it to do my job. There will be alot more ppl coming on board if possible for this Class Action Lawsuit. Frontier is not providing High Speed Internet to it’s customers but never offers to lower our bills. Just today I had an issue and they are not even going to send out a Tech because they said I was in a congested area and they are not equipped to handle… Read more »

Aaron
Aaron
5 years ago
Reply to  Jack Knob

Jack do you even have Frontier Internet Service? For someone who doesn’t work for the the company, your comment seemed a little defensive. I am fairly positive a 33 yr. old man doesn’t qualify as a little old lady. Yes, I do understand networking… I’ve been “working with Frontier” for many years about my connection issues. Like many of us, Frontier is the only game in town. So they can dick around with us all they want because they know in certain areas they have a monopoly. I would gladly sign-up for this class-action.

Galley_Queen
Galley_Queen
5 years ago
Reply to  Jack Knob

Jack – Ever since Frontier took over for Verizon, the service has never been good or reliable, and especially not speedy. This class action suit is getting more and more people every day – we’ll see what happens going forward. But no, this is not “bogus”.

Roy Bittinger
Roy Bittinger
5 years ago
Reply to  Jack Knob

To Jack Knob

I don’t think its bogus, I been with frontier since they bought out citizens. Internet worked fine for a while, but like as said the system is overloaded with customers and they do not want to upgrade. I’m so slow I tell you Dialup was faster and at least I could get on line!!!!!
Seems where fios is it works, I’m one of the oldest customers here , when they started DSL, and they won’t upgrade the lines, So I get disconnected.

William
William
5 years ago
Reply to  Jack Knob

Jack Knob. I am a Information Specialist. I have two degrees in the computer field and an accumulation of nearly 15 years experience in the computer and networking field. I think I know what I am talking about. The problem in rural America, let’s be frank this is not only a WV problem, is that the infrastructure is not up-to-date enough to support these technologies. In rural WV we see time and time again shoddy wiring practices along the roads, patches and the proverbial bandaid in an attempt to keep the network running. The network is capable of support only… Read more »

Mike Queen
Mike Queen
5 years ago

Where do I sign up? I’m in Lewis County.

I complain, they offer to disconnect me. I need the Internet to work as well. I’ve paid for high speed for years just to keep a connection. I can’t even get anyone to come out anymore. Even when I have a connection, when the phone rings I get disconnected. I’ve figured out that if I keep dialing my own number time after time, it will usually bring the service back online for a short time. My neighbors also have the same problem.

Galley_Queen
Galley_Queen
5 years ago
Reply to  Mike Queen

You can contact the law office here: http://www.ksgwv.com/frontier-contact-form.html

John Arnold
John Arnold
4 years ago
Reply to  Mike Queen

Yes this is completely truthful. Frontier is Horrible and stealing money from west Virginians ! I am furious ! I have spent many phone calls trying to resolve the issue. that’s the only thing they offer is to disconnect me from service. I tried to get them to adjust my bill and they only want to disconnect me ! they are stealing our money from us ! I demand our politicians fine them more severely ! please everyone else do the same contact the politicians immediately. I do not even get 1.0 byts of service most of the time. they… Read more »

Vasto
Vasto
5 years ago

After receiving the letter from Dana last spring promising to improve speed to my rural location in Lew County WV, it has steadily become even slower. I knew that once Santa brings the new toys more people will be watching Netflix and playing candy crush and the speed would be even slower. During the day when kids are at school I could sometimes reach 0.9 Mbps and now it is as low as 0.14 Mbps. Frontier has taken millions of our tax dollars and padded the executives salaries while ignoring their customers.

Angela Marcum
Angela Marcum
5 years ago

I have speed problems also have reported it many times n yes they reset the modem n also I’m the only one that has reported it n I no that’s not true they need get things fixed

stacy sala
stacy sala
5 years ago

How do i need to contact for this i need help

Roy Bittinger
Roy Bittinger
5 years ago

I agree with you guys. Need to come here to Hamphshire county & file law suite to. I been calling frontier for over six months total. If its not slow, and I’m talking our max, 1 mbps, I can’t even get that , or not even get on line at all. When you do, it kicks you off , or should I say disconnects. All I get out of frontier is a run around. Some are getting 5 mbps, and I pay the same price as everyone else. Keep me posted.

cathy
cathy
5 years ago
Reply to  Roy Bittinger

Need to come to Morgan County and file law suit!! All they do is run a speed check and reset the modem.. Does nothing.. tried of paying for something they say is high speed internet when it is not!!!! Can’t watch Netflix..Phone internet sucks too.. Fix it Frontier!!!

Philip Vaden
Philip Vaden
5 years ago
Reply to  Roy Bittinger

I’m glad I disconnected service with Frontier, the landline services provided was not reliable. Frontier assessed wiring maintenance (fees) the same day I terminated service and they continued billing me fees despite my never authorizing. With that said, I am very happy with my cell phone provider – I have unlimited calling / data. Goodbye landline & Frontier!

h.c.
h.c.
5 years ago
Reply to  Roy Bittinger

Hampshire county went through an upgrade just after christmas allowing up to 24 down 2 up with other options of 7/1, 12/1,12/2, 24/1, 24/2 depending on how far out you live. So far 24/2 is working as it should but I do wonder for how long. some of the speeds are bonded lines so at some point the will run out of lines to use. You may have to call to find this out as they DID NOT advertise this at all. they told no one. everyone should have gotten bumped to 7/1. Now, before this, they secretly dropped everyone… Read more »

Tim Eye
Tim Eye
5 years ago

I have a vacation home in Slatyfork where I’m paying for 3.7 Mbps download speed. I’ve test my speed many times over the past few months and routinely get .22 Mbps. They acknowledged on the phone recently that there is a problem in my area but no time frame for a resolution. They offered to move me to more expensive satalite plan. I just want what I’m paying for to work. These are dialup speeds and I’m frustrated!

Amy Camacho
5 years ago

One thing is right where they have no competition they could careless about their customers complaints. If we have horrible internet they don’t care we have no other company to go to. So we have to suffer and pay ridiculously high prices for garbage that don’t work.

Thomas Warner
Thomas Warner
5 years ago

The Internet is on and off several times every day.

Bill Taylor
Bill Taylor
5 years ago

I have connectivity issues here in Hampshire County…have to reset the modem several times a day…line is slow and have quite a few lapses in service .

Beverly D
Beverly D
5 years ago

We have such horrible internet here. We have called and complained so many times and frontier ignored our complaints, so we eventually stopped calling. We have to reset our box over and over and if some turns on the computer ot phone another looses service in the same house. Many of our friends dropped frontier and went to cable but that isn’t an option where we live. So glad to see someone is standing up against frontier finally.

Rhonda Jones
Rhonda Jones
5 years ago

I have frontier .and it sucks! I reset my modem all day long.just to get on the internet.I had got Netflix thinking I could watch movies but I had it turned off .the Internet we have here is not fast enough to even watch a video on u tube , can’t load a movie! So I hope that the lawsuit will make them get better.

Patricia Rigglema
Patricia Rigglema
5 years ago

I have always told my husband that Frontier Communications is not giving us the “High Speed Internet” in which we pay for ! When we try to play a video that someone had posted on facebook, it will start to play, but than, it stops! Then you must continue to tap the play and pause, all the way to the end of the video, which is so very annoying !!! We tried to watch a movie from our “Roku Stick” in “High Definition” which is inserted into our HDMI port on our tv , but befor we could watch it… Read more »

Ihatefrontier
Ihatefrontier
5 years ago

About f****ng time these c***suckers get it. I’m right beside the damn building and reset mine 5-10 times a damn day. I connect my iPhone to my wifi to prevent going over my data charges and I haven’t left my house much the last 2-3 months and because frontier fails so much and the wifi constantly drops I still go over somehow even while it says my wifi is still connected. And yes I’ve already talked to my cell phone provider and they said the same. You guys are getting what you deserve.

Joanne Clodfelter
Joanne Clodfelter
5 years ago

Yes to what each and everyone has complained about . My modem is worn out from being reset many times each day. Many calls with long waits with no results. I hear from many people how disgusted they are with frontier!! Good luck as I certainly have had none .thank you whoever you are.

Sarah E Peck
Sarah E Peck
5 years ago

I posted this to frontiers facebook page jan 14th… Hi I have been a Frontier customer since you took over for Verizon in Martinsburg WV. I have always had problems with my internet but was able to look past them as they were not serious or long term problems and i was compensated or the problem was fixed quickly. As of November 9th I have been unable to get on my computer 98% of the time. We call thinking something was wrong with our lines , we has 3 different service technicians come to our home and spend a great… Read more »

cuju
cuju
5 years ago
Reply to  Sarah E Peck

OMG! I live 3 miles from Martimsburg (Falling Waters) I have free VOIP phone services (GVJACKAPP), and pay $39 to Comcast for 3/1Mbps (and have local TV and Netflix). What dumbass would get dumbass would get slow Frontier DSL, when you can get faster broadband internet for less cost fro Comcast?

Pist off my Patriots
Pist off my Patriots
5 years ago

Frontier your your service is absolutely s*** and your tech support is set up to steer the consumer away from what is really going on at frontier. People work hard to pay you for this awful service you should be ashamed of of the sh***y service you provide but it’s no different from any other utility company’s robbing the American people. And no different than the government stealing money from every American so much that people don’t even believe in the American Dream any more.Most of us are just trying to get by anymore. It’s really sad that this country… Read more »

Robert Cline
Robert Cline
5 years ago

I live in Millville Wv an the test they do showed 1 mbps at my house at 11:30 am when everyone who works is gone. Go figure that one. And it’s our only Internet because Comcast don’t deliver to the area. It takes us 1 1/2 hours to watch a 15 minute video on you tube.

Vasto
Vasto
5 years ago

What’s to figure out. When the kids are in school or asleep, we rural folk can watch low resolution youtube videos since many home computers are turned off. But forget about viewing college courses or seminars of any kind during normal hours. As a retired person I continue to pay for “high speed Internet” from frontier because I have no other choice. I have no access to cell tower signals either and satellite reviews are terrible.

allen moats
allen moats
5 years ago

I have frontier and it sucks and it’s slow and I’m paying the higher rate it’s about time someone stands up to those people there ripping us all off !!

Greg Napier
Greg Napier
5 years ago

I live in Lincoln County and have had problems for the last year (I’ve only had it a year). I put in so many tickets with their Internet Customer Support they started closing them without contacting me. I kept putting in tickets until a local tech called me and admitted what the problem was. They are oversubscribed. They are not throttling to homes individually. They are selling more Internet than they can provide to areas and it’s congesting their network. Duh! What did they think was going to happen? I’ve actually spoken with him twice about this. It happen again… Read more »

Josh Hensley
Josh Hensley
5 years ago
Reply to  Greg Napier

Hi, Greg. 🙂

Same deal here in Berkeley County. Sub-1 Mbps downstream due to overselling. Backhaul upgrades are planned with no estimated date of completion.

Karen
Karen
5 years ago

I’ve had my modem replaced a few times and had someone come out and check my modem and I’ve called time after time about my internet service and my internet is still slow I would really like something done to make it better maybe some upgrades

jessica hager
jessica hager
5 years ago

Where I live we pay $39.99 for the $19.99 internet that Frontier has. I called and asked them why and they said that it’s because of the area we live in ( which sound like a bunch of bull). So, I ask them why our internet is so slow and they said it’s because there’s too many customers in the area and they need to update the lines. So, three+ years later and the internet is still slow and the lines aren’t updated. Frontier is the only internet I can get where I live because Suddenlink won’t run their lines… Read more »

Allen Acuff
Allen Acuff
5 years ago
Reply to  jessica hager

Throttle or not it`s all in your advertising. You contract an item you`re selling. You cant promise a corvette and deliver a chevette. I had Frontier for awhile here and the technician flat out told me during installation I was on the outer edge of the service area and would not get speeds in the upper range on DSL. That`s what this is all about. Promising one thing Delivering another.

Betty Stemple DeWitt
5 years ago

My modem has to be reset a couple of times a day and the internet shuts down frequently and i have called several times and reported it. They were supposed to send out a repairman but he never showed up. A woman from Frontier called and said the problem was resolved and to call and file a new complaint if i had any more problems. The tech NEVER SHOWED UP!!! HOW could the problem be resolved ? This is not the first time either.

Joshua Nightingale
Joshua Nightingale
5 years ago

I think a lawsuit is what it will take to get Frontier in line. I have been a customer of Frontiers for over 6 years now in Hampshire county, WV. We end up calling Frontier on a weekly bases having many support tickets in for lower internet speed then what we paid for and down service. We currently only get 1.3MB in our area and Frontier states that is the highest speed we can get due to our location, No more than 10 miles down the road Frontier offers 20MB+ speeds to residents on a Fiber optic line. For the… Read more »

Erin
Erin
5 years ago

For anyone doubting the veracity of these claims…it’s a night like any other at home in the Morgantown area with typical speeds via our sh***y Frontier service, and here’s the results of a speed test performed a few minutes ago on our home network…http://www.speedtest.net/result/4081759620.png

Brian
Brian
5 years ago

I am an avid gamer who feels this pain as my speed drops to half (or less) during peak hours. Imagine my pain as only 10 miles away my friends have suddenlink with a MINIMUM speed of 50Mbps down and 3Mbps up. Support can’t help because the company ties their hands; I have no issues with techs or line support. They continue to crawl around the issue saying they are in the process of purchasing more bandwidth. If people had options, I’m sure Frontier would come in last. I have to pay for two lines (bonding) just to get 12Mbps… Read more »

Ronald
Ronald
5 years ago

We are supposed to get a rate 3 Mbps (which I have yet to see). Instead we were getting 1.5 Mbps. Not good, but usable for basics. Anyhow, over the weekend they throttled us down again and now we are under 700 kbps, and that is on a good day. Of course, this is not the first time they have done that to us. Every time they slow our internet speed, I call support about the situation. After having us turn the modem off and on again they say that nothing is wrong. The speeds continue to stay consistently slow… Read more »

vasto
vasto
5 years ago
Reply to  Ronald

I would kill for 1.5 MBPS. Last year, when kids are in school, it would approach 1.0 here but usually it’s 0.14 to 0.17. That’s about double of dialup speed. Now Frontier TV commercials are touting Frontier as the “only honest internet Company.”

Sarah E Peck
Sarah E Peck
5 years ago

Since I last posted my husband contacted the Better Business Bureau and surprise surprise Frontier contacted us immediately to ask what needed to be done to fix our problems. We and the BBB were told that the issue was on Frontier’s end and the problem would be worked on the week of January 26th. Well that didn’t happen. Then because of crappy internet and my husbands work schedule he couldn’t contact the BBB in their 5 day “have the issues been solved period”. So they now feel the complaint has been satisfied. Today he was able to make the time… Read more »

Joel
Joel
5 years ago

Can we bring that lawsuit to central Ohio to please! I certainly hope the plaintiff’s win and spark enough interest for the rest of us to follow suit.

Bob Patten
Bob Patten
5 years ago

I live in Grand Ledge MI. I assure we are in the exact same boat. I rarely ever see speeds promised or even close to them. Today is a great day – I am at 1.00 Mbps. It’s like Christmas here – but then again its 9:30 AM and everyone is at work and I work out of my home. BRING THE LAWSUIT TO MI! Like most of you they are the only option I have here. We are around 2 miles outside our small city. One mile away from high-speed cable, but it might as well be a million… Read more »

John M. Gillespie
John M. Gillespie
5 years ago

Frontier is the worst IP provider I have EVER had period bar none. I had Frontier in Charles Town, WV in Jefferson County and it was not good. We moved nine (9) miles to the west to Kearneysville, WV in Berkeley County and it is simply horrible. Mind you Berkeley County is the second most populated county in West Virginia. We live four (4) miles to the east of Martinsburg which is a major city by WV standards. If we lived in Martinsburg we might have some choice as to IP providers but we are apparently rural West Virginia. Never… Read more »

Sarah E Peck
Sarah E Peck
5 years ago

My husband and I feel your pain. We have filed not 1 but 2 complaints with the Better Business Bureau and they tell them enough to satisfy the complaint then do nothing. Frontier service and their management has admitted the problem is over crowding in the hubs, but yet do nothing about it. My husband just got off the phone with a representative who was in Arizona, not really much of a help, and he was told that his complaint would be recorded and someone higher up would be in contact with us. He told the guy that he had… Read more »

John M. Gillespie
John M. Gillespie
5 years ago
Reply to  Sarah E Peck

Write the West Virginia Public Services Commission, Consumer Advocate Division, regarding complaints regarding utilities. If that doesn’t work write the WV Attorney Generals Office at [email protected] – JG

cuju
cuju
5 years ago

BS

I live not far away (falling waters)… A few miles. i have got Comcast 3/1Mbps for $39/month and free VOIP phone service (gvjackapp)…

John M. Gillespie
John M. Gillespie
5 years ago
Reply to  cuju

Cuju you apparently aren’t understanding the problem. Great for you living not far away in Falling Waters and having Comcast. What does that have to do with Frontier Communications and its lack of service. I used to live in the Marlowe/Falling Waters area in the early to mid 1990’s. That too has nothing to do with anything. We live in Kearneysville, WV and our only option for ISP’s is Frontier Communications and their service is horrid on a good day. Frontier Communications is a monopoly who’s advertisements and service is fraudulent at best, criminal comes to mind. JG

John Gillespie
John Gillespie
5 years ago

Update from Kearneysville, WV – Frontier Tech admits that Frontier has oversold their system capacity but was installing new equipment by April which they did. So our 1 Mbps (note the small b) is now 3 Mbps (again small b) on a good day. We are “Capped’ at 3 Mbps as our max speed when Frontier advertises 6 MBps (large B). All the politicians seem to have been paid off by Frontier so my advise is not to move or invest in business in Frontier serviced areas. At least that is what I told a Major who was being transferred… Read more »

Frontier Sucks
Frontier Sucks
5 years ago
DMozi
DMozi
5 years ago
Reply to  Frontier Sucks

Hi all – there are several comments in this stream in which folks state that Frontier is their only option for internet. If you have a roof or ground space for a satellite dish you may wish to consider satellite-based service. I have been using “WildBlue Exede” satellite internet service since I moved to Jefferson County in 2013. It has proven to be fast and trouble free. The only times I have issues are during heavy weather which can interfere with the satellite signals. Those occasions have been infrequent and short-lived.

vasto
vasto
5 years ago
Reply to  DMozi

If you search exede reviews, they are all negative. Here’s one: I had internet service with Excede Wild Blue through DirecTV, as a bundle. The internet went out all the time and was unreliable and overpriced. When it came time for me to cancel my account they expected me to climb up on my roof and return something from my dish. Well I no longer own the house that the dish is on and they were completely unreasonable about this. They will charge me 150$ if I don’t go up and get it and 125$ to have a technician come… Read more »

Southern Ohio Citizen
Southern Ohio Citizen
5 years ago

Im from scioto county ohio about three hours from charleston and I’m having the same issue with frontier this article explains. frontier is the only isp in this area and its ridiculous to pay for 12mbps and only get anywhere from under 1mbps to at most 4mbps from 6pm to after 12am every night yet they claim there is no issue cause the only time they run a speed test is during non peak hours so its justifiable that i allegedly get what I’m paying for yet during the time its needed the most its impossible to get anything done.… Read more »

Michelle
Michelle
5 years ago

I’m on the West Coast in California a rural area as well and have been experiencing all the same issues as many have reported. Router needing to be rebooted, losing connection. But the worse part is the extremely slooooowwww internet speeds that have steadily declined in the past few years to next to nothing. We are getting about .45 mbps download speed and .25 upload. We’ve had technicians out here many times and the last guy finally admitted that they have a “CAP” in place on everyone’s internet in our immediate area regardless of what they are paying for. He… Read more »

john hennessy
john hennessy
4 years ago
Reply to  Michelle

i think you people in Virginia are a bunch of wooses,

you should try dealing with Frontier in Arizona, they are my only land line based internet choice

here they don’t guarantee anything except a dial tone as that is all they are abliged to provide by law if you can get 1.0 Mpbs on a good day you are a very lucky person, the word streaming is not in their vocabulary.

Mad woman
Mad woman
4 years ago

I have frontier and I know how bad it is I live in Huntington wv i have no internet most of the time I have called they have came down to fix it once it lasted for a day then no internet again I have to reset my router many times a day frontier is crap I’m paying for 25mbps and half the time I only get 4 and the other half nothing at all I really hope they have somthing done about this I wish I could get my money back

P
P
4 years ago

I live near a small town in the NE part of PA. Like others have said in the comments. Frontier is the only ISP in this area and the service is just horrible. I have been keeping track of my speed tests every few days for the past 4 months and can definitely say there is a downward trend in speeds. I work from home and due to what is happening it now threatens the viability of me being able to do my job online. The problem used to be mostly in the evening hours and weekends but now it… Read more »

BOB MAY
BOB MAY
4 years ago

Have same problem in Pa. They have said its cause i’m at the end of line. But frontier was charging me $40.00. Speed test times out.

Karl Rhodes
Karl Rhodes
4 years ago
Reply to  BOB MAY

Ditto, Same Frontier problem in rural White Mountains of Arizona. I was told by district manager it would not be economically feasible to improve service in this area.

roger lang
roger lang
4 years ago

For a long time I have been angry about some of the charges on my frontier bill. their is a charge that says carrier cost recovery surcharge 1.99 cents and a charge that reads frontier road work recovery surcharge 75 cents thats $ 32.88 a year to me thats fraud. I am not getting anywhere with frontier , am going to continue fighting . roger.

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