Did you know Frontier has produced more than 100 self-help videos? They are all available in our Video Gallery, and you will find some of the most popular videos attached to individual Help Center articles.
Here are links to our videos explaining how to manage your account information, along with their transcripts, for your convenience.
What is Auto Pay? It's a hassle-free way to pay your bill on time every month. Our Auto pay feature eliminates the annoyance of logging in or mailing a check each month.
Let's get started.
First, sign into your account using your Frontier ID and password. If you ever forget your password, simply click Forgot? next to the username and password fields.
Select Sign Up for Auto Pay from the My Payments menu.
If you have multiple accounts, select which account you want to enroll in Auto Pay. Then select your payment method and payment rule – this determines how many days before your due date the payment is made. Next, click Continue.
Take a minute to review your selection. Then select Confirm if you want to enroll in Auto Pay or Previous if you want to make a change.
You'll receive an e-mail confirming your Auto Pay enrollment. Please note, your automatic payments will start with your next billing statement. Please pay your current bill in full as you normally would to avoid incurring any late fees.
And thank you for being a Frontier customer.
Hi. In this video you’ll learn how to create your Frontier ID. Your Frontier ID is your personal log-in for Frontier.com, where you can manage your account online, including:
- Reviewing and paying your bill
- Updating your profile
- Linking multiple accounts
- And more!
Creating your Frontier ID is quick and easy. Let’s get started.
First, go to frontier.com and click Sign In at the top right side of your screen. This is where you’ll log in once you’ve created your ID, but this time, click Create a Frontier ID. Enter your 17-digit Frontier Account Number. You can find your account number on the first page of your Frontier bill. Then, enter your 4 digit PIN, which is also on your Frontier bill, right next to your account number. Click Next.
Enter your First and Last Name, then your email address—it can be your Frontier email address or any other valid email address you use. This email address will be your Frontier ID. Re-enter your email address to make sure it’s been entered accurately.
Then choose a strong password, which must contain at least eight characters including a lowercase letter, an uppercase letter, and at least one number. Then re-enter your password. Enter your Mobile Phone Number and don’t forget to select Paperless Statements, if you would like your statements to be available online. With your Frontier ID, you can now get your statements online so you don’t need them to be mailed to you. Review the Terms of Service, then click Agree. Click Next. If for some reason you make a mistake while entering your email address or your password, an error message will prompt you to fix it.
Once you’ve created your Frontier ID, a verification email will be sent to the email address you provided. Log in to that email account and check your inbox for an email from Frontier Communications. If you don’t see it in your inbox, be sure to check your spam folder. Open the email and click the link to activate your Frontier ID by simply entering the password you provided earlier. Click Sign In.
That’s it. You’re all set. Now that you’ve entered and verified your Frontier ID, you can log in and view your current balance, pay your bill and even check payment history and past statements.
We hope you found this video helpful. Be sure to watch our Online Bill Pay overview video for a more detailed walkthrough of some of the useful tools and features that are available to you at frontier.com.
Here at Frontier, we try to make it as easy as possible for you to pay your bill by offering a wide variety of payment options including paying online, by phone, by mail or in person.
To pay online, log into your account on Frontier.com or the MyFrontier app and make a one-time payment. You can also use Express Pay. Visit frontier.com/billpay/expresspay. Just make sure you have your account number and PIN handy. For payments made on your credit card, the balance is updated the next day and for payments made from a checking account, the balance will be updated the next business date.
To make a payment by phone, call 1.800.801.6652 and make sure to have your account number handy. Your payment will post to your account one hour after it’s received. There is a $3.50 fee to process your phone payment.
For online and phone payments, acceptable payment methods include a checking account, debit card or credit card. We accept Visa, MasterCard, Discover and American Express.
If you're sending a payment by mail, please be sure to include your payment stub along with your check or money order and write your account number on your form of payment.
All payments should be sent to:
PO Box 20550
Rochester, NY 14602-0550
Your payment will post to your account after 5:30 p.m. on the day it was received.
We also offer two ways for you to pay in person:
You can find an Agent Location at frontier.com/walkinpay. Our network includes nearly 25,000 locations including grocery stores, retailers and convenience stores. There is a $1.50 fee to process payments made at an Agent Location.
The second way to pay in person is at a Frontier retail store. For a list of locations that accept payments, please visit frontier.com/retailstores.
For in-person payments, we accept cash, personal checks or money orders.
If you're finding difficulty paying your bill by the next due date, please give us a call at 1.800.921.8101. We’ll work with you to help prevent you from losing your services. Thank you for being a Frontier customer.
In this video you'll learn how to read and understand your residential paper bill. On the first page of your Frontier bill, you'll find your Account Summary. That includes your account number and PIN, billing date, new charges due, payments received, balance forward, and the total amount due.
We make it easy to pay your bill. You can pay online at frontier.com or on the MyFrontier mobile app. If you're registered for Auto Pay, your payment will be made on your normally scheduled due date. If you're not signed up for Auto Pay, register at frontier.com.
Want to make your payment by phone? Have your account number handy and call 1.800.801.6652. If you’d like to make your payment by mail, make sure to include the payment stub. You can also make a payment in person.
Doing business with Frontier is easy. While you're on frontier.com, you can chat live with a representative or visit our Help Center at frontier.com/helpcenter. To contact us by phone, call 1.800.921.8101.
On page three, you'll find a breakdown of the activity that occurred on your account during the past billing cycle. The Frontier Monthly Service Charges section displays the billing service dates for your current monthly charges. This is where you'll see the amount billed for services like broadband and telephone. If you have a service promotion the start and end dates will be listed to the right of the packages. Under Other Service Charges and Credits, you'll see the service credits, surcharges, late fees, and partial month charges. Partial month charges occur when you add or remove services from your account in the middle of a billing cycle. Taxes and Other Charges show any state and Federal taxes that may have been applied to your bill. The sum of your monthly services charges, other service charges and credits, and taxes and other charges is listed at the bottom of the detailed summary, simply labeled Total.
As supporting information, the last page of the bill shows in-depth details of taxes and other charges. To the right of that you'll find important customer information like program changes, changes in rates, and frequently asked questions about account services.
Thank you for being a Frontier customer.
In this video you'll learn how to read and understand your small business paper bill. On the first page of your Frontier bill, you'll find your Account Summary. That includes your account number and PIN, billing date, new charges due, payments received, and the total amount due.
We make it easy to pay your bill. You can pay online at frontier.com. If you're registered for Auto Pay, your payment will be made on your normally scheduled due date. If you're not signed up for Auto Pay, you can register at frontier.com.
Want to make a payment by phone? Have your account number handy and call 1.800.801.6652. If you're making a payment by mail, be sure to include the payment stub. You can also make a payment in person.
Doing business with Frontier is easy. Email us at ContactBusiness@ftr.com. While you're on frontier.com, you can chat live with a representative or visit our Help Center at frontier.com/small-business/helpcenter. To contact us by phone, call 1.800.921.8102.
On the third page of your bill, you’ll be able to see the breakdown of your charges and any credits. Remember, all pricing will show the full price before any promotional credits. The Local Service summary includes details about basic and non-basic charges. You may also see toll/other charges based on the services you receive. Under Account Activity you're able to view a detailed breakdown of activity that occurred during the billing cycle.
As supporting information, the last page of the bill shows important customer information like program changes, changes in rates, and frequently asked questions about account services.
Thank you for being a Frontier customer.
Once you have the application form—either you printed it or received it in the mail—you're ready to fill it out.
Please take special care when filling out the application. All necessary parts of this application must be filled out completely. Incomplete forms will be denied, and you'll have to start all over with a new application.
So let's begin.
Step 1: Personal Information
Step 1 asks for your personal information. Please be sure to print all information clearly on the form, starting with your first name, middle name or initial, and last name. For this part of the form, it's best to write your name exactly as it appears on your phone bill.
The next line asks for your service address. It's important to give us your actual home address and not a P.O. Box. If your service address includes an apartment number, room number, floor, or even bed number (for those living in a nursing facility), please be sure to include it. Also, make sure to include your city, state, and zip code. Never leave the Service Address box empty.
The next line asks for your billing address. If the address where you receive your bills is different than your service (or home) address, then you need to complete this part of the form. But if your service address and billing address are the same, you can skip this part. If your billing address is different from your service address it's best to fill in this part of the form exactly as it shows on your phone bill. In other words, give us the same address where you receive your phone bill currently. And be sure to include your city, state, and zip code.
On the next line, check the box if your service address is a temporary address. You should check "temporary address" if you are in a temporary living situation and expect to move to a permanent address in the future.
The next box asks for your date of birth. Be sure to use two digits for the month, two digits for the day, and four digits for the year. For example, if you were born on January 1st 1945, you would write 01/01/1945.
The next box asks for your Frontier telephone number or account number. This will be the telephone number or account number that matches your phone bill and it must be in your name. If you are a broadband-only customer (that is, you only have internet access with Frontier and not traditional voice or telephone service), your account number will be listed on your bill. A telephone number will be 10 digits [XXX-XXX-XXXX]. An account number will include 7 additional digits [XXX-XXX-XXXX-XXXXXX-X].
The next box on this line asks for an alternate telephone number where you can be reached if we cannot reach you on your primary line.
The last line in the Personal Information section asks for the last 4 digits of your social security number (unless otherwise indicated on your state’s application) or your Tribal identification number if you are an eligible resident of Tribal lands and applying for Tribal Lifeline. We also provide a box that must be checked if you are an eligible resident of Tribal lands and you are applying for Tribal Lifeline. This option is not available in every state. So if you don’t see a box to check for Tribal Lifeline, it means that it’s not available in your state.
Step 2 of the Lifeline application identifies your eligibility. You must complete either Part 1 or Part 2, but not both.
Program-based Eligibility: For Part 1, if you participate in one of the government assistance programs listed on the application, simply check the box next to the program name. If you participate in more than one of the programs, check only one of the boxes because you need only participate in one program to be eligible for the Lifeline program. You must provide proof of your program participation by sending a copy of the benefit statement, notice letter of participation in a qualifying program, program participation documents, or other official participation document for the program you checked in Part 1. Benefit cards are accepted as proof of program participation, but if the effective date on the card is more than a year old, you will need to show another form of program participation with your Lifeline application.
Remember, you must check the box next to the program you participate in and then include the proof for that program with your application or your application will be considered incomplete.
If you mail your application to us, please send only photocopies as originals will not be returned.
You may provide proof of program participation in the name of someone who is a member of your household (and is living with you) so long as that person is not already receiving Lifeline benefits from Frontier or another company. In this case, be sure to check the box next to the words "I certify that..." and then fill in the name, date of birth, and last 4 digits of his or her social security number (or Tribal ID) for the person whose name is on the proof document.
Income-based Eligibility: Even if you or any member of your household does not participate in one of the government assistance programs listed on the application, you may still be eligible for the Lifeline program if your annual income is below the level listed on the application for the number of members living in your household. In this case, check the box next to the number "2". You must provide proof of income by sending a copy of one of the following documents:
- Your most recent state, Federal, or Tribal tax return
- Current income statement or W-2 from an employer
- Paycheck stub
- Social Security statement of benefits
- Veterans Administration statement of benefits
- Unemployment or Workers' Compensation statement of benefits
- Federal or Tribal notice letter of participation in General Assistance
- Divorce decree
- Child support award
- Other legal documents that show your total current household income.
If your documentation does not cover a full year of income, you must provide the same type of documentation covering 3 consecutive months within the previous 12 months, such as 3 consecutive months of pay stubs.
Bank statements are not accepted. Please send only photocopies as originals will not be returned.
Be sure to include the number of people living in your household in the appropriate box. If you live alone, the number would be one. If you live with a spouse or domestic partner and no other children or adults, the number would be two. Remember, a household is anyone who lives together at your address and shares in the income and expenses of the household (including children and people who are not related to you).
If you live in Arizona or Michigan, you may be eligible for a Senior discount as well. If you meet the age requirements, check the box for a Senior discount. If you check the Senior Discount box, you must provide proof of age, such as a copy of your driver's license, state ID, or birth certificate, along with the application paperwork.
Step 3: Transfer Consent
Initial this line if you authorize Frontier to transfer any pre-existing Lifeline discount with another carrier to your Frontier account. By initialing this line, you acknowledge that any pre-existing Lifeline discount with another carrier will cease when this transfer becomes effective. Please be aware—a telephone discount may not be transferred if it has been transferred in the last 60 days and an internet discount may not be transferred if it has been transferred in the last year.
Step 4: Signature
The final part of the application is Step 4, the signature section. It's very important that you initial each line in this section. If any line is not initialed, the application will be denied and you'll need to resubmit an entirely new, complete Lifeline form and proof of program participation or income. You must also sign and date the application. If the form is not signed and dated, it will be rejected... so please don't forget to complete this part of the application.
If the form is submitted by a legally authorized representative of the applicant, the legally authorized representative must include his or her name, daytime phone number, signature and date of the signature on the form. In addition, the authorized representative must provide a Power of Attorney or other documentation of authority to represent the applicant with the completed application.
In this video, we'll discuss how to complete a Lifeline application to receive discounts on your Frontier telephone service. Specifically, we'll cover:
- What is the Lifeline program?
- The "one discount per household" rule
- Who is eligible?
- How can I get an application?
- How do I fill out the Frontier Lifeline application?
- Where do I send the application?
- Where can I go for more information?
WHAT IS THE LIFELINE PROGRAM?
Lifeline is a government program that provides a discount on phone service and qualifying broadband internet access services to eligible low-income residential customers in every state and on Tribal land. Customers with proof of eligibility may be qualified to enroll in the Lifeline program. The Lifeline discount is non-transferable—meaning you cannot transfer the benefit from one person to another. And, the program is not available to business customers.
To find out if you qualify for a Lifeline discount, go to the Frontier.com web site home page. At the bottom of the page under SHOP, click on Discount Programs. On the Discount Programs page, click on Lifeline Program. Then, from the drop-down menu, select your state. This is where you can see if you or someone in your household meets the Lifeline program eligibility requirements for your state. Some states offer additional Lifeline benefits to qualified customers.
ONE DISCOUNT PER HOUSEHOLD
The Lifeline program provides enrolled customers a monthly discount on home OR mobile telephone service—but not both. Only one Lifeline discount is allowed per household. Members of a household are not permitted to receive multiple Lifeline discounts. If you reside in the same household and share income and living expenses, both you and your spouse or domestic partner may not each receive Lifeline-discounted phone service; that means a member of the same household may not receive a Lifeline discount on landline service and also on a mobile service.
WHO IS ELIGIBLE?
Eligibility requirements vary by state, so it's important to select your state in the drop-down menu from the Lifeline Program home page. This is the page that describes the eligibility requirements for your state. You can qualify for the Lifeline program if you currently participate in one of the Federal or state government assistance programs listed on your state's Lifeline information page, or if your annual income is below the amount specified on your state's application.
HOW CAN I GET AN APPLICATION?
For customers living in California, Nebraska, Nevada, Texas, Utah, and for Oregon non-Tribal customers, our Lifeline information page for your state either links to your state's Lifeline application online or gives you information about how to obtain a Lifeline application from your state by mail. If you live in Minnesota, the format of your application is a little different than the application we'll be discussing in this video. But, the rules for completing all parts of the form and submitting proof of income or program participation are the same. If you have any questions about the Lifeline Program or the forms, you can always reach a Frontier Customer Service representative at 1.800.921.8101.
For all other Frontier states, once you have selected your state from the drop-down menu and reviewed the eligibility requirements, you can download the application for your state by clicking on the appropriate link. Make sure the application is for your state. If you don't participate in one of the Federal or state programs listed on the application, you may still qualify for a Lifeline discount based on your income. Qualifying income levels are listed on the application.
If you think you qualify for the Lifeline discount, either because you participate in one of the qualifying government programs or based on your annual income, the next step is to print the application and fill it out.
You can also call Frontier Customer Service at 1.800.921.8101 and ask for an application to be mailed to you.
Once you've completed every required part of this application and made photocopies of the required documentation (for example, of program participation or income), it's time to send everything to Frontier. You can mail the application and all photocopies of proof to P.O. Box 5156, Tampa, FL 33675. You can fax all the paperwork, toll free, to 1.844.452.6399. Or, you can email the application and documentation to Lifeline@ftr.com. If you email the application, the application and proof documents should be sent as attachments.
Whether you send us the application and proof in the mail, by fax, or by email, please send all your paperwork together. This will help ensure that your Lifeline application is processed as quickly and accurately as possible.
Need more information? You can call our customer service department at 1.800.921.8101 and one of our friendly and knowledgeable Frontier customer service associates can assist you. Or, if you'd like to learn more about the Lifeline program and eligibility requirements, go to www.lifelinesupport.org.
In this video you'll learn how to manage your payment methods and pay your bill online.
First, sign in to your account using your Frontier ID and password. If you ever forget your password simply click Forgot? next to the username and password fields.
Once logged in, you'll see your Account Summary. The Account Summary includes your account number, your new charges, your balance forward, your previous balance, and the new charges due date. If you have more than one account linked to your profile, you'll see all your accounts on the Account Summary page.
On the right side of your screen you'll find the Key Account Info section which is a summary of your most important account information like your Account Number, your PIN number, your Current Balance, and the New Charges Due Date. Here you'll also find the most frequently asked questions—or FAQs—to help you through each step of the online bill pay experience.
At the bottom right of every page you'll see your most Recent Payments with date, the payment status, the amount paid, and the payment method used.
Setting up your account for use is quick and easy. Let's get started.
First, let's add a payment method. It can be a bank account, credit card or debit card. Click the My Payments menu near the top of the screen and click Manage Payment Methods. On the Manage Payment Methods page, click the Add Payment Method button.
To add a credit card select Credit Card and enter the name on the credit card, the card number (with no spaces or dashes, please), the security code, the month and year your credit card expires, and your billing zip code. Here at Frontier we accept Visa, MasterCard, Discover, and AmEx.
To add a checking account select Checking Account and enter the name of your bank, routing number, and bank account number. Then click Continue and Save Payment Method.
Now you're ready to pay your bill. To do so click Pay Bill, then select the payment amount, payment method, and payment date. The Payment Method menu includes all of the payment methods you've saved to your account. Choose whichever one you want to use. Make sure you schedule your payment on or before that date to avoid possible late fees. Then click Continue.
If you need to change anything about this payment, simply click Previous to go back and change the account, payment amount, payment method, or date.
Once you're satisfied with your payment information, click Confirm. A confirmation email will be sent to your email address shortly. You can also print a copy of the confirmation for your records.
If you made a payment to your account on a shared computer make sure to log out afterwards for your security.
We hope this video was helpful, and thank you for being a Frontier customer.
In this video, you'll learn about partial month charges and credits and why the amount on your bill may fluctuate.
On your Frontier bill, under the section Other Services and Credits, you may see partial month charges. These occur when you add or remove services.
If you add a new service, you are billed from the first day the new service was added up to the bill cycle date of your account. That means your next bill will include a full month of the new service, plus each day you had the new service before the new billing cycle began.
Remember, your first bill may be a little higher since it will include more than one month of service and installation charges.
If you remove a service in the middle of a billing cycle, you'll stop being billed for it immediately. Your next bill will only reflect charges for time the services were active during that billing cycle. For example, if a service is removed 20 days into a 30 day billing cycle, it'll show up as a reduced charge and you'll see a credit for the remaining 10 days.
Frontier business customers will find these charges and credits listed under the Account Activity section.
A couple of important things to remember:
- Taxes can fluctuate month to month based on usage or geographic location.
- Promotional Rates have a limited term. Please be aware when your promotional term ends, your rate then will revert to our everyday low price.
Thank you for being a Frontier customer.
Thanks for downloading the MyFrontier mobile app. Getting help on the MyFrontier mobile app is easy.
You can manage your open orders and recently opened trouble tickets, easily reboot your set-top box or modem, access frequently asked questions like, "How do I add a payment method?" or, "How do I link accounts?"
To contact us, simply select Contact Us from the menu and choose from Billing & Account, Technical Support, Collections or Additional Contacts. Here you can find direct phone numbers to customer service representatives or Chat Live with us right from the app.
You're a valued Frontier customer, and we really appreciate your feedback. To let us know what you think, from the menu select Settings and then Give us Feedback or Rate the App.
And thanks again for being a valued Frontier customer.
Thanks for downloading the MyFrontier mobile app.
First, log in with your Frontier ID and password. On the home screen, you can make a one-time payment, set up Auto Pay, go paperless, and view your Frontier services.
To make changes to your profile, select the menu at the top left and choose My Profile. The MyFrontier App allows you to easily edit and update your personal information like Frontier ID and mobile number. Want to change your password? Simply click Change Password to get started. From this menu you can also link another Frontier account if you have more than one.
If you ever forget your Frontier ID password, simply open the MyFrontier app and click Password Reset.
You're a valued Frontier customer and we appreciate your feedback. To let us know what you think, from the menu select Settings and then Give us Feedback or Rate this App. We greatly appreciate it.
And thanks again for being a valued Frontier customer.
Thanks for downloading the MyFrontier mobile app. Making a payment, managing your payment methods, accessing your statements, and setting up Auto Pay is easy with the MyFrontier app.
First, log in with your Frontier ID and password, then expand the menu at the top left and select My Payments. Here you'll see options for making a payment, setting up Auto Pay, payment methods, and payment history.
Making a payment allows you to make a one-time payment on your Frontier bill. Setting up Auto Pay is the hassle-free way to pay your bill on time every month without having to log in or mail a check every month.
Payment methods allows you to add or remove checking accounts and/or credit cards as payment accounts for your Frontier bill. Payment history shows you the status of your recent payments, the amount you paid, and when the payment was made.
To access your current or past billing statements, click on the menu and select My Bills. There you can view your current bill or any of your last 12 billing statements.
You're a valued Frontier customer and we appreciate your feedback. To let us know what you think, from the menu select Settings and then Give us Feedback or Rate the App.
We appreciate your feedback, and again, thank you for being a Frontier customer.