{"id":"frontier-communications","page":"https://escalate.alexgaoth.com/#/c/frontier-communications","html":"https://escalate.alexgaoth.com/c/frontier-communications/","generated":"2026-10-15","company":{"id":"frontier-communications","name":"Frontier","aliases":["frontier","frontier fiber","frontier internet"],"sector":"internet_tv","parent":"Verizon Communications Inc.","website":"https://frontier.com","regulators":["fcc"],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"disconnect-help","type":"portal","label":"Disconnecting your service (final bill, equipment return, refunds)","value":"https://frontier.com/helpcenter/account/disconnecting-your-service","purposes":["cancel_service","equipment_return","refund_request"],"access":"open","source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"How to return Frontier equipment (The UPS Store QR code or prepaid mailer)","value":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","purposes":["equipment_return"],"access":"open","source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"id":"outage-check","type":"portal","label":"Check for service outages","value":"https://frontier.com/helpcenter/internet/troubleshooting/check-for-service-outages","purposes":["service_outage"],"source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"},{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"support-chat"},{"rung":"retention","note":"Frontier publishes no retention number."},{"rung":"written_complaint","channel":"consumer-relations-notice"},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends."}],"playbooks":[{"issue":"billing_error","summary":"Dispute the charge within 30 days of receiving the bill; the bill cannot be challenged after 90 days.","evidence":["the bill","account number","order confirmation with the quoted price"],"steps":[{"do":"Within 30 days of receiving the bill, dispute the charge. In the MyFrontier app use My Billing, then \"Get help with your bill\", or use chat.","channel":"support-chat"},{"do":"If the charge is not fixed, send written notice to Consumer Relations with the copy to Verizon Legal.","channel":"consumer-relations-notice"},{"do":"File an FCC complaint with the bill and your written notice.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"The general terms tell customers to contact Frontier within thirty (30) days after receiving a bill about any charges they dispute, and say a bill is not subject to further challenge if Frontier receives no notice of a payment dispute within ninety (90) days after receipt.","issues":["billing_error"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"To dispute a charge, use the MyFrontier app - My Billing, then \"Get help with your bill\".","issues":["billing_error"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Frontier may change rates unless a Price Protection Plan applies; continued use is acceptance.","evidence":["bills before and after","order confirmation","any Price Protection Plan terms"],"steps":[{"do":"Check whether the account has a Price Protection Plan or a term arrangement that fixes the price. If so, dispute the increase as a billing error.","channel":"support-chat"},{"do":"If you do not accept the change, the terms require you to stop using the service and notify Frontier.","channel":"consumer-relations-notice"}],"facts":[{"kind":"policy","claim":"Unless prohibited by law or guaranteed by a Price Protection Plan, Frontier may change monthly rates, fees and surcharges at any time with notice on its website, by email or mail, or by bill message. Continuing to use the service after notice is acceptance.","issues":["bill_increase"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel through chat, then return all equipment within 30 days of the disconnect date.","evidence":["disconnect date","confirmation","UPS tracking receipt"],"steps":[{"do":"Ask chat to schedule the disconnect. Service stays active until 12:01 AM on the disconnect date.","channel":"support-chat"},{"do":"Return all equipment, including power cords, within 30 days of the disconnect date.","channel":"equipment-return"},{"do":"Expect up to three final bills. Online account access lasts up to 120 days after disconnection.","channel":"disconnect-help"}],"facts":[{"kind":"policy","claim":"Residential internet is billed in full through the end of the billing cycle; customers may receive up to three final bills.","issues":["cancel_service"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"An early termination fee applies if you cancel before a contract or promotional period ends.","issues":["cancel_service"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"process","claim":"Credit balances are refunded if there are no outstanding fees - by paper check for amounts under $5 or over $500, otherwise on a prepaid MasterCard. Refunds take up to three billing cycles, then 15-20 business days after processing.","issues":["cancel_service","refund_request"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return within 30 days at The UPS Store with the QR code, or by prepaid mailer at a UPS location; keep the receipt.","evidence":["UPS tracking receipt","equipment serial numbers"],"steps":[{"do":"Take the equipment and power cord to a The UPS Store and have the QR code scanned, or pack the prepaid mailer kit and drop it at a UPS location. Affiliated or contracted UPS locations do not accept the QR code.","channel":"equipment-return"},{"do":"Get a receipt with tracking. If an unreturned equipment fee appears, send the receipt by chat and ask for removal.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"Equipment, including power cords, must be returned within 30 days of the disconnect date.","issues":["equipment_return","cancel_service"],"source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"A fee of up to $500 for each unreturned device applies if equipment is not returned within 30 days.","issues":["equipment_return"],"source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returning Frontier equipment after disconnection may incur a restocking fee, currently $50.","issues":["equipment_return"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report the outage; Frontier's internet terms reserve the right to refuse outage credits.","evidence":["outage dates","ticket number"],"steps":[{"do":"Check the outage page and report the outage by chat. Get a ticket number.","channel":"outage-check"},{"do":"Ask for a credit for the days without service. If refused, file an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"limit","claim":"The residential internet terms say Frontier reserves the right to refuse refunds, offsets and credit allowances for interruptions of service, and cap liability at a pro rata credit of monthly fees paid in the 90 days before the claim arose.","issues":["service_outage"],"source":"https://frontier.com/documents/corporate/terms/residential-internet-service-may-2025.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If Frontier does not remedy a breach within thirty (30) days after receiving the customer's notice, the customer may terminate by written notice to the Notice address or by contacting customer service; the remedy is termination and/or a credit not exceeding ninety (90) days of charges.","issues":["poor_service","cancel_service"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"Late payments may incur a late fee of 1.5% per month or the highest rate allowed by law; returned checks carry a handling charge of up to $35.00 depending on the state.","issues":["billing_error"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","official_domains":["frontier.com"]},"playbooks":{"billing_error":{"company":{"id":"frontier-communications","name":"Frontier","sector":"internet_tv","website":"https://frontier.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute the charge within 30 days of receiving the bill; the bill cannot be challenged after 90 days.","evidence":["the bill","account number","order confirmation with the quoted price"],"steps":[{"do":"Within 30 days of receiving the bill, dispute the charge. In the MyFrontier app use My Billing, then \"Get help with your bill\", or use chat.","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"do":"If the charge is not fixed, send written notice to Consumer Relations with the copy to Verizon Legal.","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"do":"File an FCC complaint with the bill and your written notice.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The general terms tell customers to contact Frontier within thirty (30) days after receiving a bill about any charges they dispute, and say a bill is not subject to further challenge if Frontier receives no notice of a payment dispute within ninety (90) days after receipt.","issues":["billing_error"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"To dispute a charge, use the MyFrontier app - My Billing, then \"Get help with your bill\".","issues":["billing_error"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"Late payments may incur a late fee of 1.5% per month or the highest rate allowed by law; returned checks carry a handling charge of up to $35.00 depending on the state.","issues":["billing_error"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Frontier publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"security":{"official_domains":["frontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","warnings":[]},"bill_increase":{"company":{"id":"frontier-communications","name":"Frontier","sector":"internet_tv","website":"https://frontier.com","account_url":null},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Frontier may change rates unless a Price Protection Plan applies; continued use is acceptance.","evidence":["bills before and after","order confirmation","any Price Protection Plan terms"],"steps":[{"do":"Check whether the account has a Price Protection Plan or a term arrangement that fixes the price. If so, dispute the increase as a billing error.","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"do":"If you do not accept the change, the terms require you to stop using the service and notify Frontier.","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Unless prohibited by law or guaranteed by a Price Protection Plan, Frontier may change monthly rates, fees and surcharges at any time with notice on its website, by email or mail, or by bill message. Continuing to use the service after notice is acceptance.","issues":["bill_increase"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a price is introductory or limited in time, the bill must state when it ends (the length of the discount or the date the price changes), and must show the post-promotion rate 60 and 30 days before the end of the introductory period.","issues":["bill_increase","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Frontier publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"security":{"official_domains":["frontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","warnings":[]},"cancel_service":{"company":{"id":"frontier-communications","name":"Frontier","sector":"internet_tv","website":"https://frontier.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel through chat, then return all equipment within 30 days of the disconnect date.","evidence":["disconnect date","confirmation","UPS tracking receipt"],"steps":[{"do":"Ask chat to schedule the disconnect. Service stays active until 12:01 AM on the disconnect date.","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"do":"Return all equipment, including power cords, within 30 days of the disconnect date.","channel":{"id":"equipment-return","type":"portal","label":"How to return Frontier equipment (The UPS Store QR code or prepaid mailer)","value":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","purposes":["equipment_return"],"access":"open","source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"}},{"do":"Expect up to three final bills. Online account access lasts up to 120 days after disconnection.","channel":{"id":"disconnect-help","type":"portal","label":"Disconnecting your service (final bill, equipment return, refunds)","value":"https://frontier.com/helpcenter/account/disconnecting-your-service","purposes":["cancel_service","equipment_return","refund_request"],"access":"open","source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"}}],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"disconnect-help","type":"portal","label":"Disconnecting your service (final bill, equipment return, refunds)","value":"https://frontier.com/helpcenter/account/disconnecting-your-service","purposes":["cancel_service","equipment_return","refund_request"],"access":"open","source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Residential internet is billed in full through the end of the billing cycle; customers may receive up to three final bills.","issues":["cancel_service"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"fee","claim":"An early termination fee applies if you cancel before a contract or promotional period ends.","issues":["cancel_service"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"process","claim":"Credit balances are refunded if there are no outstanding fees - by paper check for amounts under $5 or over $500, otherwise on a prepaid MasterCard. Refunds take up to three billing cycles, then 15-20 business days after processing.","issues":["cancel_service","refund_request"],"source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If Frontier does not remedy a breach within thirty (30) days after receiving the customer's notice, the customer may terminate by written notice to the Notice address or by contacting customer service; the remedy is termination and/or a credit not exceeding ninety (90) days of charges.","issues":["poor_service","cancel_service"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Frontier publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"security":{"official_domains":["frontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","warnings":[]},"equipment_return":{"company":{"id":"frontier-communications","name":"Frontier","sector":"internet_tv","website":"https://frontier.com","account_url":null},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return within 30 days at The UPS Store with the QR code, or by prepaid mailer at a UPS location; keep the receipt.","evidence":["UPS tracking receipt","equipment serial numbers"],"steps":[{"do":"Take the equipment and power cord to a The UPS Store and have the QR code scanned, or pack the prepaid mailer kit and drop it at a UPS location. Affiliated or contracted UPS locations do not accept the QR code.","channel":{"id":"equipment-return","type":"portal","label":"How to return Frontier equipment (The UPS Store QR code or prepaid mailer)","value":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","purposes":["equipment_return"],"access":"open","source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"}},{"do":"Get a receipt with tracking. If an unreturned equipment fee appears, send the receipt by chat and ask for removal.","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"disconnect-help","type":"portal","label":"Disconnecting your service (final bill, equipment return, refunds)","value":"https://frontier.com/helpcenter/account/disconnecting-your-service","purposes":["cancel_service","equipment_return","refund_request"],"access":"open","source":"https://frontier.com/helpcenter/account/disconnecting-your-service","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"How to return Frontier equipment (The UPS Store QR code or prepaid mailer)","value":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","purposes":["equipment_return"],"access":"open","source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Equipment, including power cords, must be returned within 30 days of the disconnect date.","issues":["equipment_return","cancel_service"],"source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"A fee of up to $500 for each unreturned device applies if equipment is not returned within 30 days.","issues":["equipment_return"],"source":"https://frontier.com/helpcenter/account/how-to-return-frontier-equipment","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returning Frontier equipment after disconnection may incur a restocking fee, currently $50.","issues":["equipment_return"],"source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Frontier publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"security":{"official_domains":["frontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","warnings":[]},"service_outage":{"company":{"id":"frontier-communications","name":"Frontier","sector":"internet_tv","website":"https://frontier.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report the outage; Frontier's internet terms reserve the right to refuse outage credits.","evidence":["outage dates","ticket number"],"steps":[{"do":"Check the outage page and report the outage by chat. Get a ticket number.","channel":{"id":"outage-check","type":"portal","label":"Check for service outages","value":"https://frontier.com/helpcenter/internet/troubleshooting/check-for-service-outages","purposes":["service_outage"],"source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}},{"do":"Ask for a credit for the days without service. If refused, file an FCC complaint.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"spanish-phone","type":"phone","label":"Frontier Spanish-language line","value":"+1-800-921-8103","hours":"Mon-Fri 8 a.m.-5 p.m. local time","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"sales-phone","type":"phone","label":"Frontier product sales","value":"+1-800-921-8101","hours":"Mon-Fri 8 a.m.-10 p.m. ET; Sat 8 a.m.-9 p.m. ET; Sun closed","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"outage-check","type":"portal","label":"Check for service outages","value":"https://frontier.com/helpcenter/internet/troubleshooting/check-for-service-outages","purposes":["service_outage"],"source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"id":"payment-mail","type":"mail","label":"Payments by mail","value":"Frontier, PO Box 740407, Cincinnati, OH 45274-0407","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Frontier terms and conditions index (residential terms, arbitration provision, Fios Customer Agreement)","value":"https://frontier.com/corporate/terms","access":"open","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Frontier broadband consumer labels","value":"https://frontier.com/consumerlabels","access":"open","source":"https://frontier.com/helpcenter","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"The residential internet terms say Frontier reserves the right to refuse refunds, offsets and credit allowances for interruptions of service, and cap liability at a pro rata credit of monthly fees paid in the 90 days before the claim arose.","issues":["service_outage"],"source":"https://frontier.com/documents/corporate/terms/residential-internet-service-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"The arbitration clause allows either side to bring an individual small claims action instead of arbitration, and lets customers bring issues to the FCC and other agencies.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"},{"kind":"contact","claim":"Frontier changed its legal notice mailing address to One Verizon Way, Legal Department, Basking Ridge, NJ 07920, effective May 29, 2026.","source":"https://frontier.com/corporate/terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Frontier publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Frontier lists no customer service phone number; support and cancellation go through chat, which a bot answers first.","The chat control on the contact page has no direct URL; it opens in page.","The terms are PDFs that need text extraction."],"security":{"official_domains":["frontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Frontier is now a Verizon company (frontier.com/verizon says \"Frontier is now a Verizon company\"; site footer reads \"© 2026 Verizon\"). The terms index lists a \"Fios Customer Agreement (November 2026)\" that supersedes the Frontier residential general, internet, TV and voice terms; check which agreement applies to the account. The Frontier general terms PDF is labelled \"Last update May 2025\" with a July 2026 notice footer. Do not route Frontier disputes to the Verizon wireless file unless the account has moved to Verizon billing.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-chat","type":"chat","label":"Frontier chat (Giga automated chat 24 hours; live agents during business hours)","value":"https://frontier.com/contact-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"Frontier lists no phone number for customer service or technical support; both go through chat. The \"Chat now\" control on the contact page opens the chat.","source":"https://frontier.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Frontier publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","channel":{"id":"consumer-relations-notice","type":"mail","label":"Written notices to Frontier (Consumer Relations), with a copy to Verizon Legal","value":"ATTENTION - CONSUMER RELATIONS, Frontier Communications, P.O. Box 5156, Tampa, FL 33675; with a copy to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","purposes":["billing_error","poor_service","cancel_service"],"notes":"The general terms say notices required from the customer must go to this address and are deemed given on receipt.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Send a complete Notice of Dispute by certified mail first. Either side may ask for an informal settlement conference within 60 days; arbitration can start only after the informal resolution period ends.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (certified mail)","value":"Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920, Attn - Legal Intake","notes":"Must be sent by certified mail and include name, mailing address, phone, email, Frontier account number, description of the claim, relief sought and signature. Frontier announced this legal notice address effective May 29, 2026, replacing Norwalk CT, Rochester NY and Dallas TX addresses.","source":"https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf","last_verified":"2026-10-12"}}],"security":{"official_domains":["frontier.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Frontier — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/frontier-communications.md","markdown":"## In short\n\nFrontier is now a Verizon company, and its customer service and technical support run through chat, not a published phone number. Dispute a charge within 30 days after you receive the bill; a bill becomes final if Frontier gets no dispute within 90 days. Return equipment within 30 days of disconnection or pay up to $500 per device. Under a 2022 settlement with the FTC, Frontier agreed to back up its internet speed claims and to let DSL customers who get far slower speeds change or cancel for free.\n\n## How complaints actually go\n\n- Frontier lists no phone number for customer service or technical support; both go through chat on the contact page (automated 24 hours, live agents in business hours). A Spanish-language line is 1-800-921-8103. [Frontier contact](https://frontier.com/contact-us)\n- To dispute a charge, use the MyFrontier app: My Billing, then \"Get help with your bill\". [Frontier: disconnecting your service](https://frontier.com/helpcenter/account/disconnecting-your-service)\n- The general terms tell customers to dispute charges within 30 days after receiving a bill, and say a bill cannot be challenged further if Frontier receives no dispute within 90 days. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Written notices go to Consumer Relations, Frontier Communications, P.O. Box 5156, Tampa, FL 33675, with a copy to Verizon's Legal Department. If Frontier does not remedy a breach within 30 days of your notice, you may terminate; the remedy is termination or a credit of no more than 90 days of charges. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- The Notice of Dispute goes by certified mail to Verizon Communications, Legal Department, One Verizon Way, Basking Ridge, NJ 07920; small claims court and complaints to the FCC and other agencies remain open to you. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Frontier's terms index also lists a Fios Customer Agreement that supersedes the Frontier residential terms, so check which agreement applies to your account. [Frontier terms index](https://frontier.com/corporate/terms)\n\n## What tends to work\n\n- If your DSL speed is far below what you pay for, cite the stipulated order the FTC announced in May 2022: Frontier must substantiate speed claims customer by customer and let affected DSL customers change or cancel at no charge. [FTC](https://www.ftc.gov/news-events/news/press-releases/2022/05/ftc-takes-action-against-frontier-lying-about-internet-speeds-ripping-customers-who-paid-high-speed)\n- Return equipment through The UPS Store with a QR code or with a prepaid mailer, and keep the receipt. [Frontier: return equipment](https://frontier.com/helpcenter/account/how-to-return-frontier-equipment)\n- Credit balances are refunded when no fees are outstanding: by paper check for amounts under $5 or over $500, otherwise on a prepaid Mastercard, within up to three billing cycles plus 15 to 20 business days. [Frontier: disconnecting your service](https://frontier.com/helpcenter/account/disconnecting-your-service)\n\n## Traps and fine print\n\n- Unless a Price Protection Plan applies, Frontier may change rates, fees and surcharges at any time after notice, and continued use is acceptance. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Internet is billed in full through the end of the billing cycle, you may get up to three final bills, and an early termination fee applies if you cancel before a contract or promotional period ends. [Frontier: disconnecting your service](https://frontier.com/helpcenter/account/disconnecting-your-service)\n- Equipment, including power cords, must be returned within 30 days of disconnection or a fee of up to $500 per device applies; a restocking fee (currently $50) may apply to equipment returned after disconnection. [Frontier: return equipment](https://frontier.com/helpcenter/account/how-to-return-frontier-equipment) [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n- Frontier's internet terms reserve the right to refuse credits for service interruptions and cap liability at a pro rata credit of fees paid in the 90 days before the claim. [Frontier internet terms](https://frontier.com/documents/corporate/terms/residential-internet-service-may-2025.pdf)\n- Late payments may carry a fee of 1.5% per month or the highest rate the law allows. [Frontier general terms](https://frontier.com/documents/corporate/terms/general-terms-residential-may-2025.pdf)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): Frontier non-fiber internet 63 (58 in 2025), the lowest non-fiber score; Frontier Fiber 72 (71 in 2025). [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- Under the May 5, 2022 FTC settlement, Frontier agreed to pay $8.5 million in civil penalties and costs to the Los Angeles County and Riverside County District Attorneys, plus $250,000 for harmed California customers. [FTC](https://www.ftc.gov/news-events/news/press-releases/2022/05/ftc-takes-action-against-frontier-lying-about-internet-speeds-ripping-customers-who-paid-high-speed)\n\n## Scams that target customers\n\n- No current Frontier page on scams was found. The FCC warned on September 10, 2025 that scammers offer \"50% off\" internet and cable bills and then demand prepayment with gift cards, and says to contact your provider only at the number or email on your bill. [FCC alert](https://docs.fcc.gov/public/attachments/DOC-414472A1.pdf)\n"},"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}