I have had a dispute about my bill for over a year now when fairpoint took over. I have even sent messages to the CEO and got no where. They came up with a 472.00 bill from 2005/verizon. But could not prove to me why it existed. I have been paying my regular phone bill, but they turned off my long distance, because of the disputed balance not being paid. I entered into a payment agreement, in this agreement I was told by a representative that I would not be charged for the long distance portion of my package. But discovered they are still charging me. When I called them they said that there is a block on my account and they can not down grade my service. Therefor I am paying for long distance service that they are not providing me. I would like to know who I can contact to find out if this is legal. The PUC was completely useless in helping in this matter.

Eastern upstate New York is another rural area that Fairpoint has established itself as a monopoly, gluttonously taking advantage of its customers who have no choice but to "choose" them for local phone and internet service. From the moment I signed up it's been nothing but a headache. Simply because of the date I signed up, I was sent a "prorated" bill - meaning they immediately charged for two months service. This amounted to about $158. No one informed me they would do this, and living on a very tight budget I couldn't afford to pay that all at once, so within the first two months I started receiving disconnect notices. Thanks to help from a friend, I eventually paid them off in full, only to receive the following month's bill of $83. When I signed up, I was assured my monthly bill would be around $74. I have a basic phone and DSL package (1.5 Mps). When I questioned this bill I was told the "introductory offer" had expired. I hadn't been told there WAS such an offer or that anything would expire, causing my monthly dues to go up so much. $83 a month for no-frills phone and internet? And I have no choice! I need phone, I need internet, but this is incredibly difficult to afford month to month. When I have called to complain about their prices, customer service has been condescending, insisting that their pricing is "competitive". Aren't monopolies supposed to be illegal? Can't the FCC or Attorney General look into this company's practices?

Hello, I have been waiting over 4 weeks now, for my phone to be activated and work correctly. Fairpoint has given me four or five numbers...and this has taken over 4 weeks and I still do not have a working phone. I work at home and need a phone. I just moved here and I don't know anyone...so it would be nice to be able to call family and friends. This company has
proven to be completely incapable of doing their job...and I have never seen such incompetence. All I wanted was basic phone service. I have spent hours on the phone with people who say they will straighten this mess out, and my phone will be working soon, and it still has not been connected properly. They give me numbers that are still in use and ring at other people's homes and businesses. All I have received so far is a bill for a service I have never received.
This is the worst company I have ever dealt with. I am wondering if I will ever get a phone from them????
This is my 5th week without a working phone. I am so frustrated with them. I didn't want a cell or trac phone, but maybe I will have to get that. I wish someone could help me...I am sorry for everyone else out there who is going through this same thing with this terrible company.
Sincerely,
Liane

I requested telephone and internet services for a bundled price of $79.00 per month. Service was to start on February 11, 2009.

The telephone service was started on February 11 as agreed, the internet was not till almost a month later.

I received my first bill sometime in the middle of April. They billed me for starting service for the month of January. The bill was for $245.oo through to March. I immediately called them and they insisted that my service started in January for the phone and did agree to give me a credit for the internet only for 1 month. I requested they disconnect service immediately and give me the final bill. I just wanted to pay the final bill and be done with them at this point. I paid them $245.oo over the phone on May 1st, it cleared my bank on May 4th. Yesterday, June 10th, I get a bill for $300.10 due immediately, past due, threatening to send it to a collection agency. They claim they never received payment. Of course I had to send them a bank statement and I was told it would take another 30 days to investigate. I wish I had never heard of Fairpoint, this has been an costly nightmare.

Maryanne Longfellow

Shocking lack of customer service and complete inability to provide services sold.

3/2/09
I called and placed an order to change my phone number and add internet service.
I was given a new phone number and told both the number change and the internet service request would be complete 3/12.
I was told I would receive a modem in the mail before that date.


3/3/09
The phone service was immediately changed to the new number.
I could call out/receive calls using the new number.
I could not set up or use voice mail

When the old number was dialed - there was a message that the number was no longer in service.


3/14/09
I called to report that I had still no received the modem and that I could still not use voice mail.
I was told that there was some sort of error in the original order and that a repair order had been placed and someone would call me back on my cell.


3/17/09
The old old number and voice mail seems to have been reinstated and now when you call the new number there is a message that it has been disconnected.

I called the order/repair status department and was told there was now a new repair order in and it would be “fixed” by 3/18.
When I asked how could it be fixed if I don’t have a modem, I was directed to another department – told the whole story again…placed on hold until a 3rd person picked up the line.
I started all over again only to be told that she couldn’t help me and that she could give me the number for the repair department – but there would only be a busy signal today and I should try tomorrow.
I have asked for a supervisor to return my call and I need help.
This call lasted over 77 minutes. In fact when I got the 3rd person a on the line she said I see you called at 12:17 – yes, and over an hour later it was still the SAME call.

3/18/09
Heather called:
Confirmed that the modem was never shipped and that the order seemed to be in “progress”, and I was told phone order was in progress but I would have to call repairs to find about anything about the phone line.
Polite – but not very helpful.

3/20/09
Send an additional email and held on the order department and repair (both) phone for 20 minutes each – calls were never picked up.

3/20/09
Nicole called from repairs:
Phone line is in progress.
Internet = Can’t help me – I need to call the order department

3/21/09
Phone and voice mail are finally working.
(the old number still has voice mail too FYI)
Received a call and was told the internet service was still “on order” but there was no estimated date…no info available.


4/17/09
Called to check on internet service.
Was told there was some conflicting info and she needed to speak to a supervisor - put on hold for 23 minutes….and the operator got back on the phone and asked me if my phone number was waiting to be changed to the old number…how is this even possible?
No – and I had to recount all of the above…again.
Hold again to talk to supervisor – hold: 8 min
Operator confirmed that modem kit will be sent…she was going to talk to the technicians…back on hold:
She also said that there seemed to be a signal…back on hold: 8 min
Technical support can’t help because they can’t confirm if there is a signal unless I have a modem.

Was told she would ask them to send the modem today – should receive by Tuesday.

If I had a problem then I would have to call tech support.

Told I would receive a free month of service and that the operator would take care of this and call me to confirm it was done.

4/23/09 – this message was sent to [email protected] and I have not received a response.
Received a bill today with the credit mentioned above and a charge for $112.00 for internet service.
I was told the price of the bundled phone and internet was approx $65 per month.
Not to mention the fact that I have STILL not received a modem and therefore DO NOT have internet service.

4/30
Called customer service, before I could even describe my issue I was transferred to repairs...
Repairs told me they could only help if I didn’t have a dial tone – transferred to orders...
Orders told that the order was “complete” and they couldn’t help me – transferred to ...866-980-0642….dept?
On hold for 22 minutes...I had to hang up and go to work.


5/4
866-980-0642 repairs…can’t help me – have to talk to customer service…
Transferred to Ron….
Shipped 5/4 Fed-Ex.
Will arrive tomorrow – Ron called fed-ex and confirmed they would leave the package without a signature.
Asked about charges…..41.27 will be credited.

5/9
Arrive home on Friday evening – finally the box is here!
Alas...the disk does not “read” in my computer.
No instructions in the box.
I call for technical help (800-240-5019) and am told:
No record of my account exists.
I need to go on line to set it up. (I DON’T HAVE INTERNET)
That I need a filter – that should have come with the box...no filter in the box.
Was told I should have a BLUE cable – do not have a BLUE cable.
Was told I could try to set it up instead of my phone for the time being because there was no filter.
Then I asked her to give me the instructions verbally so I could hang up and try it and go buy a filter on my own later, and she said “You don’t understand the problem – I told you I can’t help you - you need to call customer service on Monday”
I said wait let’s try it - just tell me how so I don’t have to call back (at my expense on my cell because my phone won’t be working) and wait after I disconnect the phone...and then she hung up on me.

You, as a company, are beyond the pale of meeting any expectations to a consumer for the products and services that you are selling.