How to Cancel Frontier Internet

How To Cancel Frontier Internet
Internet services change constantly. From the prices to the quality of service to the policies that affect customer satisfaction, we users are subject to many factors that may make us want to cancel our current service or adopt a new one. However, getting out of an internet contract is not always easy, and many of us are simply not prepared to navigate the process.

In this article we’ll be discussing Frontier Internet, a company that will be most familiar to people that live in the Midwest, the Pacific Northwest, and portions of the South and Northeast. If you want to know exactly how to cancel Frontier Internet, stay tuned.

What is Frontier Internet?

Frontier Internet Service is provided by Frontier Communications Corp., which is a publicly-traded company based out of Norwalk, Connecticut. Aside from internet services, the company also offers digital television services, technical support, and local and long-distance telephone services. Its products are available in 29 states.

With nearly four million subscribers, Frontier is the eighth largest provider of broadband internet in the US. It is dominant in the Midwestern states, the West Coast, the North East, and states like Idaho and Texas. In West Virginia, Frontier is the overwhelming choice among households regardless of income and demographics.

Frontier purchased copper lines from Verizon so it could introduce fiber-optic in some of its markets, particularly Tampa, Portland, and Fort Wayne, Indiana. The majority of the company’s offerings, however, are DSL Broadband, which usually starts at less than $30 per month. As we’ll see, however, Frontier’s popularity has been waning in a few markets (and some feel it is with good reason).

Reasons for Cancelling Frontier Internet

Frontier has been the subject of a fair amount of criticism in recent years. For instance, in 2015, the company was forced to settle a class-action suit with its customers in West Virginia after it came out that DSL service in the region did not reach advertised speeds. In some cases, lines that were supposed to deliver 6 Mbps (megabytes per second) were only offering 1.5.

Frontier has also come under criticism for potentially improper use of service fees, particularly with their FiOS (fiber optic) customers. In some cases, many of these people found themselves charged router rental fees that the company hadn’t explained to them before purchase.

According to PC Magazine, Frontier consistently ranks near the bottom of their “Overall Satisfaction” survey. Subsequently, Consumer Affairs has reported that general sentiments toward the company seem to be souring.

There are plenty of reasons to cancel an internet service that have nothing to do with that particular service’s reputation. You might be getting overcharged, the service might not be what you’re expecting, or you might have just become privy to a service from another provider that will end up saving you in the long run.

How to Cancel Frontier Internet

Below, we cover the best ways to cancel your Frontier internet service. Depending on the type of service you have, you could either be a polite phone call away from cancellation or you might need to hire a lawyer. As no two situations are the same, we’ll attempt to be as detailed as possible in our tips on how to cancel Frontier internet.

Do You Have a Contract?

If you have Frontier and you want to cancel, it’s possible you won’t have to wait very long. Some services offered by Frontier require no annual contracts at all. If this is the case, you merely need to inform them that you wish to cancel your service before your next payment is due, and they should allow you to use it until that period is up.

As we mentioned, however, not all of Frontier’s plans operate this way, so don’t just assume you don’t have a contract. If at all possible, try to save the e-mails and any papers you might have signed when you first received the service. These should have all the information you need to figure out how to leave (though it may be in small print.

Know Your Rights

The United States has several consumer protection agencies in place to make sure people aren’t getting ripped off. These are not only in charge of finding scams and fake products but of ensuring that companies make good on their claims and delivery services as intended. Because contracts go “both ways,” Frontier is just as culpable as you when it comes to your internet service.

Before you make contact with customer service, you need to make sure you’re well aware of what options you have. Depending on what state you live in, you might have more protection than you think. For instance, California is well-noted for being on the side of consumers in many contract disputes, which may give you much-needed leverage.

Know Frontier’s Policies

Contracts are called contracts for a reason. As the name might imply, these documents are often drawn up by teams of lawyers to provide companies like Frontier with as much power as possible should someone try not to pay them (or, in this case, leave their contract early).

The fact that companies like these usually have so much legal power makes it crucial for you to be aware of their policies and terms. If you no longer have a copy of the contract you signed, you need to get one and take a close look at the “Terms and Conditions.” These are the legal protections the business can claim if you try to leave early.

In some cases, there are early termination clauses or waivers listed right in the Terms. In other cases, these are more implied than stated. Either way, you have to know what ammunition the representatives will have to use on you when you talk to them.

Always Deal with a Person

More and more companies are burying their customer service representatives behind walls protected by automated services systems. These money-saving systems try to solve all customer issues without having to waste the valuable time of a service representative. However, if you try, there is always a way to speak with a human being.

This is good news because you’re never going to get anything done if you aren’t talking to a living, breathing person. Once you do get someone on the line, your goal is to be polite, but firm, and explain that you not only want to cancel your service but that you do not want to incur any early termination or cancellation fees.

Pay particular attention to the responses you get, and analyze them for any potential leverage you might have to get what you want. Remember that it’s the rep’s job to make sure you pay the remainder of the contract, and only specific, legitimate gripes will convince them otherwise. That said, you need to make sure you know if you have a valid complaint.

Do You Have a Legitimate Reason to Cancel?

There aren’t many complaints you can come up with that will stop a customer service rep in their tracks and make them rush to give you a free pass out of your contract. Still, as we mentioned, contracts go both ways. If you can legitimately and honestly prove that they didn’t hold up some part of their end of the bargain, you might be able to get out scot-free. Some examples include:

Nonperformance – The contract you signed stated that you would provide a certain amount of money in exchange for a service provided to you. If that service differs in any way from that stated on that contract, you have a legitimate reason to leave. This includes your internet not being of a certain speed or the bandwidth not being what they offered you.

Unsatisfactory Service – Unlike nonperformance, unsatisfactory service would refer to a series of unacceptable inconveniences or interruptions. For internet services, this might be multiple unexplained outages or equipment failure. You need to provide evidence, of course, but it’s not hard to get a sympathetic ear when you’ve been repeatedly or severely inconvenienced.

Other – If the service itself was fine, but the company wronged you in some other way, you still might be able to get out of your contract. Run-ins with rude installers or insulting customer service representatives are likely examples, as they reflect poorly on the company if they go public. Often a threat to call the Better Business Bureau is enough to do the trick.

Try Asking For a Manager

If you aren’t making any progress with the customer service rep, consider asking them if you can speak to their manager. While they will usually try to stall you when you attempt this tactic, they have to give in at some point if they want to keep their jobs. This instance is where the fact that “all calls are recorded for quality assurance) can come in handy.

Managers are much more likely to have the authority to give you what you want, and they will also have a much better idea of when their companies are at fault in a particular situation. Be sure to stay calm throughout the process and maintain that you do not wish to pay any termination fees. If you have a good argument, the manager might give you what you want.

Consider a Contract Buyout

If you’re canceling Frontier because you want to move to another internet provider, you might want to consider asking them to buy out the remainder of your contract or simply pay your early termination fee. Of course, not all companies will do or even consider this, but it’s worth a shot. Just make sure you don’t get locked into a worse contract than the one you’re leaving.

Consider Arbitration

If you feel the company has actively misrepresented the service they provided you or how much it would cost (hidden fees, etc.), you can consider going into arbitration. This process is where a trained, neutral party hears out both sides and issues a judgment based on the evidence presented. You have to accept whatever they decide, but if you have confidence in your grievance, it might be a good option.

Final Advice

As you can see, there is a lot to consider if you want to know how to cancel Frontier internet. With as challenging as it can be to avoid legally-imposed contract obligations, it’s no wonder why most people simply pay the fees and move on. Still, if you stick to your guns and have a legitimate reason to not have to pay, you might be able to save money and save face as you go forward.

Brett Gordon
 

Brett is the founder and editor-in-chief of GetInternet. Having clocked tons of time in the broadband industry, today, he’s dedicated to positioning GetInternet as a prime resource to simplify the broadband shopping experience.