Frontier Account & Billing

Account & Billing

Most Frequently Asked Questions

Why does the Total Amount Due seem higher than usual?

Your bill may be higher than usual if it includes an unpaid balance, a late payment the month before, or out-of-the-ordinary long distance calls.

Here's a detailed explanation of all the reasons your bill may be higher:

  • Unpaid balance. Look in the "Account Summary" section on the top page of your bill. If you have an unpaid balance, this amount is listed under "Balance Before Current Charges”. Pay your bill on time to avoid late fees.
  • Late Payment Fee. Your current invoice may have been mailed before your latest payment was received, or you may have missed a payment. If a payment is not received by the billing due date, you will be charged a late fee. The Late Payment Fee is located under the “Other Service Charges and Credits” section of your bill. You will also see a list of all other service charges and credits (if applicable), including monthly service charges, taxes and other charges, and the total amount of these charges. You may call Customer Service at 1.800.921.8101 if you need to verify how much you actually owe.

    The image below shows the section of your bill where you can see if your latest payment has been received:

    Payment Received
  • New service(s). There may be initial charges reflected in your first few bills, such as:
    • Charges for local and optional services which are billed one month in advance, so you're paying the first two months at once.
    • Installation or set-up charges.
    • Partial Month charges, noted under the "One Time Charges and Credits" section of your bill, are usually associated with new services and reflect a number of initial days of service that will bring you to your normal billing cycle.
  • Long Distance charges. Your household may have made more long distance calls than expected.
  • Pay-per-use and toll charges. These charges include directory assistance calls, international calls, and collect calls. Check the call detail section of your bill for these types of calls. Collect calls will always display the from and to numbers, date, time, and duration as well as the company that is assessing the charges.
  • Third Party charges. You may receive third party charges from other phone service carriers (this is common with collect calls), or for Internet gaming fees (e.g., World of Warcraft), etc. Third party charges display the amount and the name of the company assessing the charge with that company’s telephone number. Frontier is passing along this charge. If you wish to dispute the charge, please call the company whose number is listed next to the charge.
  • Expired price protection plan. Frontier Price Protection Plans ensure that certain costs remain unchanged for a specified period of time. For a new price protection, call Customer Service at 1.800.921.8101.
  • Early termination fee. Customers are charged a fee when a service is cancelled before the end date of a Price Protection/Term Agreement (usually part of a special promotion or offer).

Click here for a PDF showing where to find this information on your bill.

Here's a quick video to help you understand the different parts of your bill:

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