Unusual or Unexpected Charges

If you find an unexpected charge on your bill, or if you don't see something you're expecting to see, please read the helpful explanations below.

  • Expired Promotional Plan—With your Frontier Promotional Plan, certain costs will not go up during a promotional period. Look for the words Term or Thru followed by the end date of your promotional plan. For a new price protection plan, give us a call.
  • New service(s)—If you add a new service, there may be initial charges reflected in your first few bills, such as:
    • Installation or set-up charges
    • Partial Month charges for the initial days of service billed in addition to the first full month of service.
  • Long Distance Charges—Your household may have placed more long distance calls than expected.
  • On Demand and Event Charges—These are Pay Per Use, Video Rental or Video Purchases.
  • Toll Charges—These include directory assistance calls, international calls and collect calls. Check the call detail section of your bill for these types of calls. Collect calls display from and to numbers, date, time, and duration as well as the company 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 and phone number of the company assessing the charge. Frontier is passing along this charge. To dispute the charge, please call the number listed next to the charge.
  • Early Termination Fee—You may be charged a fee if you cancel a service before the end date of a Promotion/Term Agreement. Look for the words Term or Thru followed by the end date of your agreement. When you are close to the end of your promotional rate, give us a call and ask what options are available to you.
  • Charges for Unused Feature—Are you being charged for Three-Way Calling when you don't use it? You may be activating it by mistake. If you are using a cordless phone and immediately dial another number after hanging up, the system may see this as an activation of Three-Way Calling. Be sure to wait a few moments after hanging up before making another call.
  • Collect Call Charges Very High—Collect calls are not billed by your long distance company, but by other carriers, and most often from a pay telephone. Carriers determine their own rates, and Frontier is acting as the billing agency for the carrier. To dispute a collect call charge on your bill, contact the carrier at the phone number provided on your bill.
  • Last Payment Not Showing on Bill—Log in to Frontier.com with your Frontier ID. Click My Payments, then Payment History to see if your payment has been received. The most recent payment will be at the top of the list. If you receive a paper bill and do not see your last payment, it may have been received after your latest bill was mailed. To verify that a payment has been received, give us a call!
  • Unpaid balance—Look in the Account Summary section on the top of your bill. An unpaid balance is listed as Balance Forward.
  • Late Payment Fee—Your bill 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. Contact Customer Service if you need to verify how much you owe.

For questions about your bill, please chat with us

Still need help? Call 1.800.921.8101 or Live Chat

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