How to Cancel Frontier Internet for You or a Deceased Loved One

Updated

Generally, canceling your residential or business internet provider feels like more hassle than is needed, especially when you're dealing with a giant in telecommunications. But Frontier's customer service options offer a reasonably painless way to cancel their Internet service.

Jump ahead to these sections:

Having been tasked with executor duties, you'll be canceling any number of accounts and services, including the Internet. So be prepared to provide a death certificate and your contact information.

If your loved one set up a password manager, canceling their Frontier Internet Service will go a lot faster and easier. You may be able to follow the steps below using the "Chat via Live Support" option. Otherwise, scroll down to the next section and follow the steps to ensure a relatively smooth conversation.

How to Cancel Your Own Frontier Internet Service

You could download an app to make canceling services online nearly effortless, but it'll cost you a monthly subscription. So instead of paying even more money, let's look step-by-step at the two free ways you can cancel your Frontier Internet Service right now.

Cancel via a live chat support

If you'd prefer to cancel your service using the live chat option, follow the steps below.

Step 1. Log onto Frontier's homepage

Once you've logged onto the main page, locate the Support Menu, and hover your mouse over it. From there, a dropdown menu will open. Click on the very last option, which reads "Contact Us." 

Step 2. On the "Contact Us" page

Now that you're on the right page to set up an online chat click on the "Chat Live" button. From there, you'll be asked to filter which staff can best support your needs, so go ahead and answer the questions as they appear to the right of your screen. 

  • Select a residential or business account
  • Select your type of support
  • Share your information: name, email, and phone number

Step 3. Signing in

If you would like a "more personalized" experience, you can enter your Frontier username / I.D. and the password associated with the account. 

Note: If you've forgotten either of these things, you'll see a window pop up to the left of the screen to access and reset that information. 

Step 4. Chat with an agent

If you don't have any trouble logging in with your information, the next step is chatting with an agent to cancel your service. 

Cancel via a direct phone call

If you'd prefer to hear a live person's voice, follow these steps.

Step 1. Call now or have them call you

The call-back feature is one of the best products a company can buy. It releases you, the customer, from waiting on hold until the queue releases you to an agent. 

Otherwise, if you have the time (and patience), dial the 800 number, and keep it on speaker until someone on the other end picks up.

Step 2. Scheduling a call

Just like a live chat, you'll need to provide some information to ensure you're reaching the correct department to receive the appropriate support. You'll be asked:

  • Whether or not the account is residential or business
  • The type of service you have (Internet, T.V., Voice, or Frontier Secure)
  • The product that you have (FiberOptic Internet, Frontier Internet, or Other Services)
  • The type of support you're requesting (Billing & Account or Technical)
  • The phone number at which you'd like to be reached
  • Your time zone (Eastern, Central, Mountain, or Pacific)
  • The time you'd like to be called

Now you get to go about your day, and they'll get back to you on your time – without holding the line. 

Step 3. Chat now or later

The "Call Me Now" option gives you an expected wait time, and a service agent will call you in approximately that much time.

The "Call Me Later" Option" lets you select and schedule a call during a convenient time and on a suitable date within seven days.

Note: It's the job of agents to try to maintain clientele, so expect to hear about some fantastic deals or opportunities to benefit from keeping your Frontier Internet service. You may be asked two or three times in different ways.

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How to Cancel a Deceased Loved One's Frontier Internet Service

Some customer support programs have a particular bereavement center to help those experiencing grief and loss. If Frontier has one, ask the representative you reach to transfer you. Otherwise, follow these steps.

Call 1-800-921-8101

Cancel a deceased loved one's account by calling Frontier directly. In most cases, you should be able to get through the phone call seamlessly. You will need to provide them with as much information as possible, including:

  • Your loved one's name
  • Address and phone number
  • Account number (if you have it)
  • A social security number or driver's license number
  • Your name and contact information

Most customer service agents understand that losing a loved one is a difficult time, so they’re more than willing to help you resolve the account with as little hassle as possible.

Provide a copy of the death certificate

If the customer service agent asks that you provide a copy of the death certificate, you can email or send one via the postal service.

Pay the final bill

Don’t be surprised if there’s a fee for paying the final bill over the phone. To avoid that charge, send a check with account information to:

Frontier Communications
P.O. Box 740407
Cincinnati, OH 45274-0407

Request confirmation

Upon receiving verbal confirmation for the cancelation of service, ask for a written confirmation as well. This should come by way of an email or letter, using company letterhead. Verify that there's a date on the letter if you receive written notice.

Frequently Asked Questions: Cancel Frontier Internet

Let's look at how much it costs to cancel your Internet service and whether you must return the router.

How much does it cost to cancel Frontier's internet service?

That depends.

For your contract:

When you signed up with Frontier, you agreed to a contract, even if it's a verbal one. That contract essentially guaranteed that you'd be a client for a specific timeframe. If you're not sure about how long, you can verify that information on your bill:

  • Any cancellation within that agreed-upon timeframe can result in “cancelation fees"
  • You will have to pay what is called a "processing fee" for the termination of your broadband service after 30 days
  • Pay any outstanding charges

For a deceased loved one:

When a loved one passes, their contract is voided, but a few things can happen:

  • If there were any accrued charges since their last bill and by the time of their death, the final statement will reflect those changes
  • The quickest way to process the account cancellations is to provide Frontier with documentation of that death; do that with a copy of the death certificate
  • If required, return the router within the grace period to avoid additional charges on the bill

If you're unsure how to get a death certificate after someone dies, call the funeral home that handled your loved one's arrangements or click on the link provided.

Do you have to return your Frontier router after you cancel your service?

Generally speaking, if you would like to avoid paying for the router, you will have to return it. However, these are a few ways to make that easier:

  • If it's not offered, then ask for a prepaid return mailer when speaking with a customer service representative
  • Pack up the equipment with that mailer and drop it in the mail
  • Visit frontier.com/returns for boxes and labels
  • Call 1-800-921-8105 with any questions or concerns

Remember to return the router and any other equipment within the grace period to ensure you won't be charged.

Frontier, aka Ziply Fiber

You'll note that Frontier sold to a new group called Ziply Fiber for customers in the Pacific Northwest. Both websites navigate similarly, so you won't have to learn a whole new website. 

For more information on what to do when someone dies or how to create a FREE checklist of post-loss executor duties, join Cake today.


Source:
  1. "Cancel, Change, Move or Suspend Your Frontier Service." Frontier Communications, Frontier, 2021. frontier.com.  

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