Cancellation Frontier Communications: Easy Method

What is Frontier Communications

Overview

Frontier Communications (operating as FrontierCo in South Africa) provides subscription internet services across rural and urban areas, offering a range of speed tiers and installation options.

The company sells plans online and through resellers, with terms and returns policies published on its website.

Service scope

Frontier focuses on fixed internet packages with installation fees and monthly billing cycles.

Plans are month-to-month and may include different installation pricing for standard and non-standard installs.

How to cancel Frontier Communications

Cancel online / in writing

• Write a cancellation request and send it to FrontierCo in writing as required for website purchases.
• Use the email address provided in FrontierCo's website terms for cancellation notices (see Terms & Conditions link below).

Canceling purchases from app stores

• App-store purchases (Apple App Store / Google Play) are generally handled under Apple or Google refund policies, not FrontierCo's policies.
• Contact the relevant app store for in-app purchase refunds or cancellations.

What happens when you cancel

Service access and termination

Once Frontier processes a cancellation, your service access will end according to their billing cycle and any account-specific terms.

Expect the connection to be disconnected and any scheduled renewals to stop after the cancellation effective date.

Equipment and account closure

Frontier may require return of leased equipment. Follow their returns instructions to avoid disputes or additional charges.

Keep copies of any cancellation confirmation and record of equipment return tracking numbers.

Will I get a refund?

Cooling-off period (online consumers)

Natural persons who bought products via the website can cancel without reason within 7 days of delivery (ECTA cooling-off period).

If you cancel in this period, FrontierCo must refund the full purchase price within 30 days.

Returns, exchanges and costs

• FrontierCo offers exchange or refund up to 12 days from receipt for eligible returns when items are in original condition.
• Return shipping is usually at the consumer's cost unless the return is due to a manufacturing defect or FrontierCo shipped an incorrect item.
• Refunds tied to the cooling-off period must be processed within 30 days of valid cancellation.

Frontier Communications plans and pricing

Available plans

Below are FrontierCo's published rural plans and monthly prices. Installation fees start at R999 (excl. VAT) and may be higher for certain installs.

Pricing table

Your consumer rights in South Africa

Cooling-off and refunds

Under the Electronic Communications and Transactions Act (ECTA) and typical online-seller policies, consumers have a 7-day cooling-off period for website purchases.

If you validly cancel within that time, expect a full refund within 30 days.

Returns window and shipping responsibility

• FrontierCo's returns window for exchanges/refunds is 12 days from receipt for eligible items.
• Return shipping is normally the customer's responsibility unless FrontierCo caused the issue (defect or wrong item).

Customer experiences

Positive feedback

Some customers report helpful field technicians and successful installations that resolved connectivity problems.

Positive comments are occasional and generally reference on-site support or specific technicians.

Common complaints

Many reviews mention long hold times, billing errors, difficulty canceling, delayed refunds, and account-access problems.

Service outages and recurring billing disputes appear frequently in public reviews and should be considered when preparing cancellation documentation.

Documentation checklist

Essential documents

• Order number or account number
• Proof of identity (ID document or passport)
• Proof of payment (bank statement, card transaction or receipt)

Optional but helpful items

• Photos or evidence of defective items or faulty installation
• Return/shipping tracking numbers and equipment serial numbers
• Copies of prior communications (emails, chat transcripts, call logs)

Common mistakes

Missing required written notice

Failing to provide a written cancellation notice can delay processing or be rejected under FrontierCo's website purchase rules.

Always send cancellations in writing to the specified contact and keep a copy.

Poor record-keeping

Not saving proof of payment, order numbers, or return tracking can make refunds and disputes slower and harder to resolve.

Take screenshots, keep emails, and note names and dates of any support interactions.

Comparative recap

Quick comparison

The table below compares main cancellation and refund points for website purchases versus app-store purchases.

At-a-glance table

After cancelling

Follow-up steps

After you submit a written cancellation, retain confirmation and check that the refund is processed within the stated timeframe.

If you returned equipment, keep the courier proof until Frontier confirms receipt and account closure.

Useful links

Refer to FrontierCo's published terms and returns pages for official instructions and contact details:

• FrontierCo Terms & Conditions
• FrontierCo Returns & Refunds

Address

Main contact address

Building 9 Central Park, 13 Esdoring Nook, Highveld Technopark, Centurion, 0157, South Africa.

Notes on visiting

Confirm branch hours or appointment requirements with FrontierCo before visiting, and bring the documentation listed above when attending in person.