You’ve finally had your fill of lackluster service with Frontier Communications. After each failed phone call, countless hours on hold, and several headaches, you’ve sworn that this time will be the last.
The only problem is, canceling service with a company like Frontier is no small feat. You may be wondering, “How do I cancel Frontier once and for all?” Luckily for you, we’ve discovered the ins and outs of finally freeing yourself from Frontier.
Canceling Frontier — Why?
Frontier Communications Corporation is an internet service provider (ISP) and is currently one of the largest broadband providers in the United States. You would think that as one of the most popular providers, it would have a great rapport with its clients, right?
While some customers have reported being perfectly happy with their Frontier Internet, others have reported connection issues, flaky technicians, surprise charges, and whopping termination fees.
One customer reported that she was paying over $90 a month for 150/150 FIOS when new customers were being offered the same package for a slim $40. When she spoke to a representative and brought up a competitor’s cheaper prices, the Frontier rep refused to offer her the cheaper rate.
And it’s understandable. Frontier reps, like any ISP, want to maximize the revenue from providing you their service. We know many customers that have been able to successfully negotiate with Frontier to lower their internet bill.
The trick? Arm yourself with as much information on Frontier internet plans, deals and their latest promotions. From there you’ll need to hop on the phone and speak to a representative.
If the thought of that gives you a headache and you just want to cancel Frontier now, don’t despair.
There is light at the end of the tunnel.
4 Steps to Cancel Your Internet Service with Frontier
You must cancel your internet service with Frontier over the phone. They don’t allow cancellations over email or online. While this may seem daunting, these following steps can take the guesswork out of canceling your service.
Step 1: Call Frontier’s Retention Department
Before calling, make sure you have all of your information ready, such as your account number, phone number, or email associated with the account, and the date you would like to cancel your service.
The number for Frontier’s billing department is 1.800.921.8105.
After calling, avoid pressing the number for customer service. You’ll be put on hold for ages. Instead, connect directly to the retention department.
You should be greeted by someone from this department rather quickly, and this is where it can get tricky. These agents’ sole duty is to stop you from leaving the company, so they won’t go down without a fight.
Step 2: Prepare a Solid Reason to Cancel
This can be the most difficult part for many customers. While it’s tempting to say that their service is unreliable, this will only result in promotion after promotion being pushed your way.
Remember that this representative holds your freedom in their hands. Be kind, yet firm. Stick to your guns. The most effective way to get out of a contract is to prepare a solid reason.
Try using some of the following excuses:
- I’m moving out of the country
- I’m relocating to an area that is not covered by Frontier
- I don’t know where my new address will be
You must find your story and stick to it. Triple check that the area you say you are moving to is not covered by Frontier, as they will offer to transfer your service to the new address.
You want a clean break, so be convincing. Having an airtight reason for leaving ensures that they won’t hound you, later on, to come back.
Step 3: Return Equipment Promptly
As stated in the Frontier terms and conditions, to avoid paying any additional fees, you should return any equipment you have been leasing from them. This may include any internet boxes, modems, or satellite receivers.
Their satellite receiver comes to $200, and the modem is $175. Frontier gives you 30 days to return their equipment, but we recommend doing it as soon as possible.
They will send a prepaid package for you to return your items. Be sure to send your equipment through a company like FedEx or UPS, where you can receive a tracking number and receipt to show if your return is called into question.
Step 4: Call to Confirm Your Cancellation
The last, and arguably, the most important step is to call Frontier and confirm that your service has been canceled.
It would be a shame to find out that after all your efforts, the cancellation never went through.
Call Frontier and ask the representative you speak with to confirm that your account is canceled. If the cancelation was set for a later date, be sure to have them specify on which day your account will be canceled.
Make sure there are no outstanding fees and ask if they have received your returned equipment.
If there are any loose ends, now is the time to rectify them, and confirm once more.
Always call back to check. Continue calling until you are sure your cancellation has gone through.
Avoid Paying Fees when Canceling Frontier
If you’re not careful when canceling your service, Frontier may be able to hit you with surprise fees on your way out the door.
Early Cancellation Fees: Many Frontier customers fall into this category when canceling their service. Depending on whether or not their contract included a promotion, these fees can range anywhere from $200-$400. A way to get around this is to switch to an ISP with a contract buyout plan that will agree to cover your early termination fee up to a certain amount. One customer reports that Spectrum was able to cover his early termination fee up to $500 with their Spectrum contract buyout plan, which enabled him to switch at no cost.
What to do if Frontier is Your Only Option
As satisfying as cutting ties with Frontier maybe, this may not be possible if they are the only provider in your area.
You can still find ways to successfully lower your monthly payments. Some customers have found the tips below to assist in reducing their ISP expenses.
1: Apply as a New Customer
Although dealing with Frontier may bring you one headache after another, keep one thing in mind.
Companies like Frontier love new customers.
Frustrated with the service, one customer said that he simply signed up at the same address with a new name and social security number. He used his wife’s name and information and set up a brand new account online to receive the new customer promotional pricing that was offered at the time. Another customer had this same success by having his girlfriend sign up.
Be warned: this tactic is technically against Frontier’s terms and conditions so tread carefully, especially if it’s the only provider for your address. Check your home coverage options via our internet address search tool before undertaking this tactic to know you have alternate viable options to Frontier.
2: Contact the Escalation Department
In 2018, one customer stated that he was able to receive the new promotional pricing by contacting the Office of the President. Once the form was received, a regional manager was authorized to offer him the current price.
The form can be found here.
If you need a quicker, more direct way to get your bill lowered, try calling the escalation department.
One customer reported that she spent hours on end calling the number listed on the website (1.866.786.6693), only to get the runaround from unhelpful customer service representatives. She then found what she calls “the secret number” to directly connect you with Frontier’s escalation department.
If you want to speak with someone directly, call 1-203-614-5600.
Instead of connecting you with an automated recording that might send you to a foreign call center, this number goes straight to the Office of the President.
Dial this number, press 1, and talk directly to the escalation department. Instead of being on hold for hours, you’ll finally have the stress free experience you’ve been looking for as you negotiate your pricing.
You must remember to be friendly and personable. Ask about their day, and answer when they ask you back. The agents want to keep you in the company at all reasonable costs, so try and use this as leverage to your advantage.
Begin with phrases like, “The original package price was doable, but these new fees are a bit too much for us,” or, “When I first signed up, the service was supposed to be…” and see where that takes you.
3: Contact the Federal Communications Commission
Perhaps after all of your efforts, they are still unwilling to budge.
This one is a bit of a last-ditch effort. If you’ve tried several of the avenues listed above but are still having a hard time with them, it may be time to contact the Federal Communications Commission or the FCC.
The FCC is responsible for regulating companies like Frontier and has no problem stepping in when they are alerted of foul play.
One customer stated that they reported Frontier for not honoring existing pricing and not putting available pricing in writing for existing customers. Their problems were resolved quickly, and they were even credited for the difference in pricing.
Recap: Say Goodbye to Frontier
While breaking free from an ISP like Frontier may be difficult, it certainly isn’t impossible.
- Step 1: Call Frontier’s Retention Department. Have all the necessary information available before you call, and avoid being sent to customer service.
- Step 2: Have an airtight reason or excuse for leaving. Don’t argue with the rep, but be firm.
- Step 3: Return All Equipment. Be sure to do this promptly to avoid any further fees.
- Step 4: Confirm Your Cancellation. Be sure to call and make sure that your cancellation has gone through. Review your account standing to make sure there will be no surprise fees.
With those steps behind you, you’ve broken free of Frontier Internet service!
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Patrick Ward is the Editor-In-Chief for High Speed Experts, a broadband connectivity search engine and IT industry education platform. A writer featured in Forbes and Ad Age, he has worked extensively across the insurance, real estate, finance, travel, and tech industries, with notable clients including Allianz, Cathay Pacific, and Fiji Airways.