Important Information About Your Frontier Residential Internet Service


New Customers Joining Frontier Starting January 3, 2021

At Frontier, we work hard to provide you the best Internet experience. We are committed to clarity and providing you important information about your selected Internet service tier and the various factors impacting the performance of our services.

Effective January 3, 2021, Frontier offers new customers one the following ten (10) Residential Internet service tiers. Not all service tiers are available in all areas and may not be available at your location. The speed identified in each service tier—e.g. Basic Internet 6Mbps Price for Life—is not necessarily the speed of service you should receive. Rather, this number refers to the maximum potential wired speed capability.

Frontier will seek to provision, or set, the “wired” speed of your service at a minimum of 90% of the service tier speed and may provision, or set, the speed of your service at 100% or more of the service tier speed if your connection can support it. We anticipate that you should generally receive a wired connection speed range of between 50% and 100% of the provisioned speed. After your service is installed, Frontier can provide you with information related to your provisioned speed and if you are dissatisfied with the speed provisioned you may: (a) continue with your current service plan; (b) discontinue the Internet portion of your service; or, if available, (c) migrate to a different service tier.

The information provided here is a guide to what you can expect in terms of service speed. However, this is not a statement, representation or guarantee of the service speed you should receive. In all instances, regardless of the service tier selected: (1) the maximum speed in a tier is not a speed guarantee and merely refers to the service tier; (2) your average speed may be slower; and (3) your actual speed is subject to multiple factors. These factors include the number of other users on our network that connects you to the Internet, congestion, and other traffic on the Internet, in addition to other factors.

Further, the actual Internet speed you experience in the home environment and your ability to access various Internet services, e.g., streaming or gaming, may vary as a result of factors like: (a) the service tier available/selected; (b)the effect of connecting via Wi-Fi; (c) multiple users on the same account; (d) network congestion; (e) the capacity, performance, or limitations of your computer, equipment, IP-enabled device(s) or modem; and/or (f) the wiring inside your premises.

Basic Internet
3 Mbps Price for Life

You should be able to use this service for email and limited internet surfing. This service does not support streaming, gaming, video or multiple / simultaneous users. Wi-Fi speeds may vary, and your actual speed of service depends on many factors. You may not consistently achieve the wired maximum speed of 3 Mbps. We expect you should receive 50% to 100% of this service speed.

Basic Internet
6 Mbps Price for Life

You should be able to use this service for email and limited internet surfing. You may not be able to stream, game, or have simultaneous users with this service. Wi-Fi speeds may vary, and your actual speed of service depends on many factors. You may not consistently achieve the wired maximum speed of 6 Mbps. We expect you should receive 50% to 100% of this service speed.

Basic Internet
9 Mbps Price for Life

You should be able to use this service for email and limited internet surfing. You may not be able to stream, game, or have simultaneous users with this service. Wi-Fi speeds may vary, and your actual speed of service depends on many factors. You may not consistently achieve the wired maximum speed of 9 Mbps. We expect you should receive 50% to 100% of this service speed.

Internet
12–18 Mbps

You should be able to use this service for email and surfing the Internet with limited simultaneous users. You may be able to access streaming and gaming services, but not consistently with multiple users or devices. Wi-Fi speeds may vary, and your actual speed of service depends on many factors. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

Internet
Fixed Wireless 12 & 18Mbps

Fixed Wireless Technology Internet requires equipment to be installed on the property or exterior of the home. Optimal performance may be affected by line-of-sight obstructions and adverse weather conditions. You should be able to use this service for email and surfing the Internet with limited simultaneous users. You may be able to access streaming and gaming services, but not consistently with multiple users or devices. Wi-Fi speeds may vary, and your actual speed of service depends on many factors. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

25 Mbps

Internet

You should be able to use this service for email, surfing the internet, streaming, and gaming with a limited number of simultaneous users. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

Internet
Fixed Wireless 25 Mbps

Fixed Wireless Technology Internet requires equipment installed on the property or exterior of the home. Optimal performance may be affected by line-of-sight obstructions and adverse weather conditions. You should be able to use this service for email, surfing the internet, streaming, and gaming with a limited number of simultaneous users. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

Internet
45 Mbps and 70 Mbps

You should be able to use this service for email, surfing the internet, streaming and gaming. This service tier supports multiple simultaneous users and uses. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

Internet
Fixed Wireless 45 Mbps

Fixed Wireless Technology Internet requires equipment to be installed on the property or exterior of the home. Optimal performance may be affected by line-of-sight obstructions and adverse weather conditions. You should be able to use this service for email, surfing the internet, streaming and gaming. This service tierl supports multiple simultaneous users and uses. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

Internet
90 Mbps and 115 Mbps

This is the highest level of service we can offer you. You should be able to use this service for streaming and gaming as well as photo sharing, email, surfing, and more. This service tier supports multiple simultaneous users and applications. You may not consistently achieve the wired maximum speed of this service tier. We expect you should receive 50% to 100% of this service speed.

Frontier makes no representation, promise or warranty, express or implied, that you should receive or be able to download or upload data at any particular speed. If you are dissatisfied with the speed of your service, please contact Frontier customer service and you may either discontinue the Internet portion of your service; or, if available, migrate to a different service package with a different service speed.

Please also see our terms and conditions for other important information regarding your residential internet services located at frontier.com/ResInternetTerms. If you are a Minnesota, Nevada, New York, Ohio or Pennsylvania Frontier Residential Internet customer, please see frontier.com/stateinternetdisclosures for important information about your residential internet services.

Customers Joining Frontier prior to January 3, 2021

We are committed to clarity and providing you important information about your selected internet service tier and the various factors impacting the performance of our services.

Effective May 19, 2019, Frontier offers new customers the following eleven (11) Residential Internet service tier options:

  • Internet 1M Tier Price for Life
  • Internet 3M Tier Price for Life
  • Internet 6M Tier Price for Life
  • Preferred Internet 9M Tier
  • Preferred Internet 10M Tier
  • Preferred Internet 12M Tier
  • Preferred Internet 18M Tier
  • Preferred Internet 25M Tier
  • Premium Internet 45M Tier
  • Premium Internet 70M Tier
  • Premium Internet 90M Tier
  • Premium Internet 115M Tier

Not all service tiers are available in all areas and may not be available at your location. The speed identified in each product tier—e.g. Internet 6M Tier Price for Life—is not necessarily the speed of service you will receive. Rather, this number refers to the product tier and represents the maximum potential wired speed capability in that service tier.

Frontier will provision, or set, the “wired” speed of your service at a minimum of 90% of the product tier speed and may provision, or set, the speed of your service at more than 100% of the product speed if your connection can support this speed. We anticipate that you will generally receive a wired connection speed range of between 50% and 100% of the provisioned speed. After your service is installed, Frontier can provide you with information related to your provisioned speed and if you are dissatisfied with this speed you may: (a) continue with your current service plan; (b) discontinue the Internet portion of your service; or, if available, (c) migrate to a different service package with a different service speed.

We anticipate that you will generally receive a wired connection speed for each of the following product tiers in the speed ranges identified below:

  • Internet 1M Tier Price for Life – between 0.5 Mbps and 1 Mbps download
  • Internet 3M Tier Price for Life – between 1.5 Mbps and 3 Mbps download
  • Internet 6M Tier Price for Life – between 3 Mbps and 6 Mbps download
  • Preferred Internet 9M Tier – between 4.5 Mbps and 9 Mbps download
  • Preferred Internet 10M Tier – between 5 Mbps and 10 Mbps download
  • Preferred Internet 12M Tier – between 6 Mbps and 12 Mbps download
  • Preferred Internet 18M Tier – between 9 Mbps and 18 Mbps download
  • Preferred Internet 25M Tier – between 12.5 Mbps and 25 Mbps download
  • Premium Internet 45M Tier – between 22.5 Mbps and 45 Mbps download
  • Premium Internet 70M Tier – between 35 Mbps and 70 Mbps download
  • Premium Internet 90M Tier – between 45 Mbps and 90 Mbps download
  • Premium Internet 115M Tier – between 57.5 Mbps and 115 Mbps download

The above information is a guide to what you can expect in terms of service speed. However, this is not a statement, representation or guarantee of the service speed you will receive. In all instances, regardless of the service tier selected: (1) the maximum speed in a tier is not a speed guarantee and merely refers to the service tier; (2) your average speed may be slower; and (3) your actual speed is subject to multiple factors. These factors include the number of other users on our network that connects you to the Internet, congestion, and other traffic on the Internet, in addition to other factors.

Further, the actual internet speed you experience in the home environment and your ability to access various Internet services, e.g., streaming or gaming, may vary as a result of factors like: (a) the effect of connecting via Wi-Fi; (b) multiple users on the same account; (c) network congestion; (d) the capacity, performance, or limitations of your computer, equipment, IP-enabled device(s) or modem; and/or (e) the wiring inside your premises.

For Customers Ordering 1 Mbps Service

This speed should support online activities including emailing your friends and family and limited internet browsing. This speed doesn’t support video or music streaming or simultaneous users. It is best for basic internet use. Your actual speed of service will vary and is dependent on many factors, including Wi-Fi usage, and you may not consistently achieve the wired maximum speed of 1 Mbps.

For Customers Ordering 3 Mbps Service

This speed should support online activities including email, social media, online shopping, surfing the web, streaming music and online banking. This speed is not recommended for video streaming or simultaneous users. It is best for basic internet use. Your actual speed of service will vary and is dependent on many factors, including Wi-Fi usage, and you may not consistently achieve the wired maximum speed of 3 Mbps.

For Customers Ordering 6 Mbps Service

This speed should support online activities including email, social media, online shopping, surfing the web, streaming music and online banking. This speed is capable of supporting simultaneous users; however, it is best for light internet use. With this service you may be able to access streaming services but you would not be able to consistently use or achieve optimal performance for video streaming. Your actual speed of service will vary and is dependent on many factors, including Wi-Fi usage, and you may not consistently achieve the wired maximum speed of 6 Mbps.

Frontier makes no representation, promise or warranty, express or implied, that you will receive or be able to download or upload data at any particular speed. If you are dissatisfied with the speed of your service, please contact Frontier customer service and you may either discontinue the Internet portion of your service; or, if available, migrate to a different service package with a different service speed.

Please also see our terms and conditions for other important information regarding your residential internet services located at frontier.com/ResInternetTerms. If you are a Minnesota, Nevada, New York, Ohio or Pennsylvania Frontier Residential Internet customer, please see frontier.com/stateinternetdisclosures for important information about your residential internet services.

Thank you for being a Frontier customer!