I called Frontier to ask about getting FIOS at my home on a month-to-month contract. I had previously chatted with a rep online a few months earlier and decided not to get it when I found out about all the costs involved to get connected (installation fee, router).
After having continuous issues with the provider I was using, I decided the fees would be worth it. I went back to their Web site and could no longer chat online (they have apparently done away with that service) and had to phone up a rep. I asked for the costs and the rep told me that there were no additional costs for a router and installation if I signed up. I re-iterated that I wanted month-to-month and was told no problem, no additional cost.
I agreed but was skeptical. The day before they were scheduled to come out I called back and talked to another rep. I again asked about the charges for a month-to-month service and was told that it was definitely no additional charge for the installation and router. But, oh my, I did not have a time on the schedule for the installation. Would I like to schedule a time?
No big deal, I was just happy they were offering the installation and router for free. I scheduled for a few days later and waited.
While I was at work someone came out and hooked up the line (it was no big deal for the tech as I had had Verizon FIOS previously some years before so the line was already there). The new speeds were great and I was a happy camper.
Then the bill arrived! $369 Dollars, $149 for installation, $139 for router, and first months service. I was livid! Lied to twice! I immediately called their so called "customer support" line and pitched a fit. Told them they either removed the charges or come and take their router out and disconnect the service. I was informed that the month-to-month service was billed this way and unless I agreed to sign up for at least a year there was nothing they would do. I could get my service disconnected but they would pursue the bill and send me to collections if necessary.
I need an internet connection for my job (I am an IT engineer at a billion dollar chip manufacturer). What really got me was being lied to twice. I would have signed up anyway if they had been straight forward about the costs but to be lied to not once but twice really got my goat. I have since caved and signed up for a year, mostly becasue the internet speeds have been great and the alternative is a company I have already kicked to the curb becasue of bad internet service. They have promised me that if I move I will only be charged a $50 disconnect fee (as long as their service is not available in my new area). I have a case number and the reps name this time and will be calling up to verify that she put this in the case notes.
So if it sounds too good to be true it is, even if two different people tell you it's true. I just hope my internet speeds don't die like some people have reported on. Always get a case number and the reps name, have them put it in the case notes, and call back to verify any promises.