We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Providers

Internet Lightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased cable internet from Internet Lightspeed on November 7, 2024 and was charged the same day for deposit (one month of service), the first month of internet, modem rental, and router rental. I picked up the modem and router on November 8. On what was (if remember correctly) was November 13th (roughly 1 week later) I got a voicemail that there was no cable service available at my location. I then called for a refund because instructions on how to obtain a refund were not given in the voicemail and was told they would refund me within 14 days of returning equipment. I returned the equipment on November 16th. I called back today (November 30th) as it has been 14 days and was informed that billing is closed on the weekend (I was transferred to tech support instead of billing - because they were closed) and told that I need to call back Monday, which is outside of the 14 day window. I would like to be refunded for the deposit, first month of service, as well as charge for modem and router rental.

  • Initial Complaint

    Date:14/12/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have called lightspeed internet on Oct 19 to cancle my account because I am switching to ****. They promise me will close the account and stop charging and refund the amount for the rest of the month from Oct 19 to Nov 15. I haven't recieve any refund but they charge me again on Nov 15. I called on Nov 27 again to ask for refund and stop taking money from my credit card. They told me the refund will show up in 2 weeks. Now it is Dec 13, no refund issue. I call again today, they said the refund hasn't send out. I am charged for 2 months and money took away from my credit card. I am now very worry if they keep charging me again each month.

  • Initial Complaint

    Date:21/02/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Internet Lightspeed is my Internet Service Provider [ISP]. My internet has been disconnected for 8 days now. LightSpeed has declined or refused at various junctures to secure reliable repair times, guarantee service windows or communication about service windows. They have refused to advocate for me the customer to ***** departments that could expedite repairs or provide information about service windows and dates. Internet Lightspeed has neglected opportunities to communicate repair date changes. The manager at the ISP committed to a phone meeting at a specific time and date and missed the meeting. When I called to get an update about said meeting, the staff refused to contact the manger or help me escalate the complaint within the company. Furthermore, the equipment the ISP sold me is outdated and does not support current WIFI technology which has led to me needing to reset my Modem as many as a dozen times a day and has led to data overage charges with my phone provider several months in a row. The sales person that sold me the modem told me that the model I bought is not great as a bridged modem and router but that if only one person was on the network I should not experience any issues. I have issues with the equipment everyday because it does not support current technology updates. I'm seeking a to return the modem for a full refund. I'm seeking a full refund on all deposits, wiring and installation fees that the ISP has paid to other companies who service the infrastructure that Internet Lightspeed uses to provide and sell internet service. I'm seeking a full refund for their services for the month of February, 2023. I'm seeking to return the

  • Initial Complaint

    Date:07/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I moved, requesting a cable internet hookup in my office. I was told that the hookup would be put in the living room, but to try the office and call back if this didn't work. I called and was told a tech would be sent out to resolve. During the waiting period for the tech, I had no wifi in my office. I called to troubleshoot and resolve. I dealt with a condescending and defensive tech named ******. I had to convince him to help me by pointing out that the prerecorded hold message indicated that techs would offer help with wifi signal. ****** finally provided me with this help, and advised me to purchase a router to use with my modem. We hung up and I purchased a router. He then left a voicemail saying that my modem could not be used with a router. I called back seeking a replacement modem free of charge as they had provided incorrect advice, causing me to lay out $150 unnecessarily. I attempted to deal with the tech on the line instead of ******, as it was his mistake that put me in this situation, but she said had to transfer me to ****** because he's the senior tech. ****** dismissed my request immediately and started a long speech about a 72h wait when modems are replaced. I'm seeking a replacement modem to be provided free of charge. I have used lightspeed since 2017 because they are a small local business and I want to support them. I don't want to leave but I will have to if I don't get resolution. I also think Lightspeed should be aware of the conduct of this tech. He seemed to insist that the issues were based on my misunderstanding (a wonderful tech named **** had confirmed otherwise earlier) and took a condescending tone when asking me to verify lights on my modem - though he did later apologize about 'saying anything negative'. He focused more on his status as a senior tech than helping me, and he gave incorrect advice about what I needed to purchase, and refused to offer resolution. Basic professionalism from techs would be appreciated.

    Customer Answer

    Date: 07/02/2023

    I contacted the business in the morning on Feb 6, 2023.

  • Initial Complaint

    Date:25/01/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried to make a payment from my bank to my credit card and it went to Lightspeed on accident. They are now refusing to refund or return the credit amount and say it's my fault,there is nothing they can do ..it's $123

    Customer Answer

    Date: 25/01/2023

    I made the payment on Dec 8 and asked for it back 2 days later after realizing my mistake 

  • Initial Complaint

    Date:28/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was a customer with this company for years. I had a legal name change and sent them the proper documentation for this over a year ago. I called to cancel my account mid July 2022 and was told I'd be receiving an email with more instructions. The email never came but more bills did. When I inquired as to why they were sending me more invoices, I found out that they hadn't changed my name or cancelled my account. Now they want to ignore my name change and cancellation, while simultaneously charging me for a service I haven't used in over a month. Furthermore, they want me continue paying for a service I'm not using, fill out a form to close my account over a month and a half after I made the request, after ignoring my name change, because I had to prompt them for an update. Am not happy with the way they ignored all my requests after service was installed, and continue to harass me after I terminated service.

Internet Lightspeed is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.