How to Cancel Frontier Internet Service

Have you been affected by the cyber attack on Frontier Communications on April 14, 2024?

Whether you’re afraid of your personally identifiable information (PII) being stolen or you’re just tired of intermittent internet connectivity, the solution is to cancel your Frontier Internet Service after finding the best alternative.

There’s only one way to cancel your Frontier Internet Service and that’s by calling 1-800-921-8101. Unfortunately, the process isn’t as simple as it seems. But we’re here to help you along the way.

How to Cancel Your Frontier Internet Service

To cancel Frontier Internet Service, you’ll need to call their Retention Department at 1-800-921-8101.

You read that right, you’ll need to go through their Retention Department if you want to cancel. This means that they’ll do their best to try to retain you as a customer before giving you the option to cancel.

So it’s best to prepare everything you need beforehand because the process is probably going to take a while.

💡 Note: Write down of the name of the representative you’re talking to, the ticket number, and their phone number if possible. It’s likely that you won’t be able to cancel successfully during your first attempt, so you’ll want to shorten the process going forward.

Information You Need to Cancel Your Frontier Internet Service

Here is a list of things you need to prepare to ensure that the cancellation goes as smoothly as possible:

• Frontier Account Number
• 5 Digit Passcode
• The Phone Number associated with Frontier
• Email Address associated with Frontier

💡 Note: Your 5-digit passcode can be found on your bill or by logging into https://frontier.com/login.html and then going to:

1. My Profile
2. Frontier ID
3. Online Password & Account Passcode
4. Account Passcode

Can You Cancel Frontier Internet without Calling?

No, Frontier does not allow customers to cancel their service online.

You can use the Frontier Service Changes page to message them about wanting to cancel but you’ll still end up talking to their Retention Department eventually.

So you might as well skip the whole song and dance routine and go directly to their Retention Department by calling 1-800-921-8101.

Does Frontier Charge Cancellation Fees?

Yes, Frontier charges the following fees upon cancellation:

1. $9.99 Disconnection Order Processing Fee
2. Early Termination (ETF) Charge
3. $50 Restocking Fee 

There’s no way around the $9.99 disconnection fee but the Early Termination Fee is only charged to those who didn’t fulfill the minimum term that was agreed upon in their contract.

💡 Note: The $50 Restocking Fee can be waived if you can prove that you never agreed to pay it in your contract.

How to Return Your Frontier Equipment

After canceling your service, you’ll receive an email with a Disconnect Service Order Confirmation that lists any equipment you need to return.

You’ll also receive an email or text with a QR code that you can use to ship the equipment to a UPS store.

If you want to bring the equipment to a UPS Store yourself, follow these steps:

1. Find a UPS Store near you
2. Bring the equipment you need to return along with the QR code
3. The UPS Store associate will scan your QR code to verify your equipment

💡 Note: You must return equipment within 30 days, or Frontier may charge up to $150 for each unreturned device.

Related articles:

• How to Cancel T-Mobile Services: Internet, TV & More
• How to Cancel Cox Internet Service
• How to Cancel AT&T Internet Service

Summary

Follow these steps to cancel your Frontier Internet Service.

1. Prepare your account information (account number, PIN, and contract).
2. Call 1-800-921-8101 and ask for the Retention Department
3. Insist that you want to cancel and reject all of their offers
4. Take note of the representative’s name and ticket number
5. Confirm that it was actually canceled at a later date.

It’s also possible to waive the $50 Restocking Fee if you can prove that you never agreed to pay it.