Complaints

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.

• Initial Complaint

  Date:01/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Recieved phone call in April asking if I would like to increase my internet speed for an increase of *$ to my bill, if I agreed to a 2 year contract. I Agreed over the telephone. My bills reflect an increase of **$ not the promised *$. I have sent 5 or 6 emails and numerous phone calls to both billing and customer services with no reply or response. I would either like to return to my previous billing plan or have the company honour the *$ increase.

• Initial Complaint

  Date:22/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The business has sent my account to a collection agency. I discontinued service with them back in July 2024. I paid my cancelation fee and returned my equipment by September but they are disputing this despite me sending the information to the collection agency and also the business themselves.

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 cancelled my Valley Fiber internet and tv account Oct.25, 2024. The account was fully paid at that time. Their equipment was returned to them, by myself and my wife to their head office in Winkler November 8 or 9. We stood outside of their office behind the ******** **** ****. A Valley Fiber employee came out of the building and took the equipment box , labelled both inside and outside the box, from us. He clearly stated he would look after it for us. The equipment return was well within the time frame required to return it. We strongly feel we have done everything to return the equipment by placing it in the hands of their employee.
  Valley Fiber now claims they don’t have the equipment and are trying to charge us $******* We have spoken to them 3 times to try to sort this out. They have now sent our account to a collection agency. We called again today, repeated the information and pointed out their employee accepted the equipment and the problem is an internal one. Natalie, employee, stated someone is looking into it but Valley Fiber have already sent it to a collection agency. We don’t owe them any money. They repeatedly refused to let us speak with a supervisor.
  We need the account corrected and the collection agency contract cancelled and our credit corrected if they have damaged it.

  Business Response

  Date: 07/05/2025

  I am sending acknowledgment of receipt, and VF will correspond directly with the complainant.  *** *** ** ******* ** * ********* ** *** ********** *** ** **** ****** ** **** ** *******************
  
  *

  Thanks,

   

  Donna ******
  
  ********* ******** ** ********* ******* * ********* *********
  
  ****** ***** ****
  
  * ************  ***************************

  Customer Answer

  Date: 09/05/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

   

  I reject the statement that Valley Fiber will contact myself. I cancelled their service in October and returned their equipment in November. Not once from then until today has this company chosen to have a discussion with me. I have repeatedly called and spoken with the staff answering the telephone. These employees have consistently refused to allow me to speak with anyone in more authority. They consistently refused to name any staff they “claim” are looking into this matter. Not one of them has returned our call to report any progress or further discussion of this matter.

  Valley Fiber has received their equipment and this claim is in error ** **********. Without ANY discussion Valley Fiber sent this claim to a collection agency. I feel this action was taken to ********** me into paying their erroneous bill. * ** ******* *** **** ****** ***** ** ****** ** ******* ** ****** **** ***** ****** ** ** **** ******* **** ** ******* 

   

   Their boxed and labelled equipment was returned to their employee in November as previously discussed. Unless Valley Fiber feels the equipment was stolen from their premises it has been misplaced in their own system. If it has been stolen that is their problem. There have been many problems with billing in the Interlake area and many local complaints.

   

  This matter has been going on far too long and needs to be resolved now. I absolutely reject their statement they will contact me. They have had 5 months to deal with this matter reasonably, efficiently and respectfully. ****** *****
  
  
  
  Sincerely,
  
  
  
  Marvin ****

  June 6, 2025: This matter has now been resolved with the company.

  Marvin

• Initial Complaint

  Date:20/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a business service for 1.5 years with Valley Fiber. I have been paying for my service for 1.0 GB of internet and have been getting a dn speed of 120 MB.  Issue was fixed 2 days ago with a upgrade to the isp equipment to get the speed I need. Now I want to ask them how to support by second firewall and spend more money. No one has called me back even after 20 calls in and a promise to call back . Have emailed sales and called tech support on the issue but no one is able to help.  I'm the only one in the area who has a service this fast.  When I need tech support in the evening they are on call and rarely call me back
  
  for paying over *** per month for internet and getting 20% and no call back from a valley fiber rep is very disappointing

  Business Response

  Date: 25/04/2025

  I acknowledge receipt of this email and advise that Valley Fiber intends to interact with the complainant Marlin ******** directly.

   

  Thank you,

   

  Donna ******

  Executive Director of Corporate Affairs | Corporate Secretary

  Valley Fiber Ltd.

• Initial Complaint

  Date:10/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Excavating for installation commenced autumn 2023. My property was damaged by the process. Photos and complaint was emailed to Valley Fiber. Phone calls were made and I was firmly assured with every communication, and I relied on those assurances that Valley Fiber would remediate the damages and agreed to stay as their customer. The actual service connection was completed and monthly billing $***** commenced Dec 01/2023 for internet service.
  Spring 2024 arrived, further calls were made to VF for dates of property damage remediation. The response repeatedly was "when the crew is in the area" One day, unannounced there was a worker in my yard. I was leaving for ************ ********* ** Winnipeg and approached the person to ask who they were. I was told he was working with ** company. I proceeded confirm with him all the areas. He flew off the handle, profanities towards me were said, and he drove off. I reported this to VF. The owner of ** called to apologize, however to date no attempt has been made to rectify. All calls were answered with sincerity. With no action I started recording them w ticket#. It is now 2025, my property does not have proper drainage due to damages & I face another spring of excess water. In the repeated calls I said I would discontinue service if they did not live up to VF obligation to make me whole on the property damages. Being ghosted I followed through and discontinued service Nov 2024. VF is now demanding I complete my contract when they have not completed their obligation. So much time has passed **** * ** *** ******* * * ****** ******* I anticipate I will have to sell my lake property & it still has derelict frontage. Remediation will far exceed the demanded ******. I trust and ask you for assistance on having VF complete their obligation. I would then do my part. ********** ****** *** ************* **** **** ** ** ******** ****** *******

  Business Response

  Date: 10/03/2025

  Good afternoon, please be advised that our company will connect with the complainant directly.

  We appreciate the notification.

   

  Thanks,

   

  Donna ******

  ********* ******** ** ********* ******* * ********* *********
  
  ****** ***** ****
  
  * ************  ***************************

• Initial Complaint

  Date:27/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Service was not used . I contacted valley fibre to suspend my account asap in October and they kept charging me for service I have not used. My financial situation has changed going through separation and financial hardship. They kept billing me and said they cannot suspend services until bill paid which put me out in more financial hardship.
  They are not willing to do anything. Not only this but on install they have damaged my yard with huge ruts and left a mess of garbage fibre wire and underground pipe pieces. Al what I asked is for them to reduce bill and be respectful and reasonable on situation. It was installed in end of august 2024 and I was told I must go online to activate. I never did and being charged for over $*** for nothing used.
  **** *** ******** ******* *** **** *** ** *********** * ****** ******* ***** ******* ******* *** *** ****** ******

  Business Response

  Date: 02/01/2025

  Valley Fiber will be in direct contact with this complainant to resolve.

   

  Thanks,

   

  ** ******

• Initial Complaint

  Date:04/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 **** ** ******* *** *** am having difficulty with ********** *** Valley Fiber. On August 8, 2024, I cancelled their internet services. They did not pick up their equipment until September 13, 2024. They have continued to bill me for services since August 8, 2024, despite my contacting them 4 times. Twice by phone, after being on hold for 20 minutes or more, and twice by email. I have documentation for all of this. I am now been billed again for service I do not have, for a total of $******* * **** ******* ** ******* **** ****

  Business Response

  Date: 05/11/2024

  ***** ******* ********* * ********
  
  *

  Thank you for reaching out and apologies for the late response.

   

  It looks like the internet cancellation request for August 9th was not completed yet.

   

  Once this is processed, the internet charges for the said date will be reversed.

   

  We apologize for the inconvenience.

   

   

  Kind regards,

  Lea *******

• Initial Complaint

  Date:20/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  ****** ***** *** **** ********** ** ******** ******** ** ******* ** ******* *** ****** ***** **** *** ************* **** **** **** ******* **** ***** ******** ******** ** ***** ****** Our area was determined to be in stage 1 and be operational by Nov. 2023. The main fiber optic line was installed in front of our home July 2023 so everything looked promising. Shortly after installing the main line a line marking crew appeared and installed flagging in our yard indicating various utility lines in preperation to install the fibre optic service from the street to the house, however, no service line was ever installed. Winter came and left when yet another crew appeared in the spring to hook us up only to determine that the service line from the road had never been installed yet the drawings indicate the work had been completed. It’s now mid Sept 2024 and dispite many many calls to Valley Fibre will not answer anyone on our street as to when we will be provided service. * *** **** ****** ******* *** **** **** *** **** **** ***** *** *****  Nobody at Valley Fiber will return ours or our neighbours phone calls. It has been a very frustrating experience dealing with the likes of this operation. *** *** **** **** **** *** ****** ** *** ******* ********** *** *** **** ******* *** ******** ** *** *** ******* ** **** ******* ***** **** ********* *** ***** **** **** ******* 

• Initial Complaint

  Date:17/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am writing to formally lodge a complaint against Valley Fiber regarding an unfair disconnection fee and the lack of response from their management in resolving the issue.
  
  I contacted Valley Fiber to disconnect my services after several issues with my account. They had informed me I generated a new contract when changing services. I was not notified and did not agree to a secondary contract.
  
  During these calls, I was informed that I would be charged a disconnection fee of$*** despite my service being unsatisfactory and the fact that I had fulfilled1 year of service that the original contract states I would receive a discount for each month of service of $** monthly.
  
  I expressed my concerns about the fee and requested to speak with a manager to discuss a waiver of this charge. Unfortunately, multiple attempts to escalate the issue through customer service and the Shift Manager "Yunona" have been ignored. I have spoken to several representatives, each assuring me that a manager would return my call, yet no one has contacted me to resolve the situation. I was told today that the CSR's were not authorized to provide names of managers or any direct contact information.
  
  This ongoing lack of communication and refusal to address the disconnection fee have left me frustrated and without recourse. I feel that Valley Fiber has acted unfairly by implementing this fee and not providing any avenue for resolution.
  
  I respectfully request that the BBB intervene to assist me in obtaining a resolution, ideally the removal of the disconnection fee and an acknowledgment of the lack of proper communication from management.
  
  * ********** **** ********* ** **** ****** *** **** ******* ** **** ********** ** ********* *** ****** ********** ***** *******

• Initial Complaint

  Date:09/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ************ *********** ********* * ****** ******
  In July 2024, I was notified that prices are increasing. Upon review of the terms & conditions there is a clause that states if VF raises prices “subject to a commitment period” I have the right to cancel services. VF stated that this clause means they can raise prices during the commitment period as opposed to my understanding that this means they cannot raise prices during a commitment period.
  On August 31, I notified VF in writing that I wished to cancel because it is my opinion VF has breached my contract. VF states that I do not have a fixed price contract so this clause does not apply. Also they state the terms & conditions I am quoting are not from 2021 when I signed. I requested they produce the 2021 Terms and Conditions and they refused.
  VF now states I owe $****** as a cancellation penalty. I asked what this is comprised of and VF responded to say this was their “standard” penalty.
  No where in my contract does it say that prices will increase during the term. VF maintains their right to increases even with a contract and that the responsibility is on me to prove I have fixed pricing. I requested VF prove I do not have a fixed price contract.
  We are at an impasse.
  VF staff and manager were rude *** *********** in their contention that my contract is not proof of fixed pricing. This practice of not clearly identifying contract specifications is untenable and misleading to consumers.
  **** ******* ****** ** *********** ** *** ********** 

  Business Response

  Date: 02/10/2024

  . Janet ******** complainant has worked with Valley Fiber directly and we have come to a common resolution and consider this matter concluded.  Please update our file accordingly with mutual closure.

   

  Thanks,

   

  Donna ******
  
  ********* ******** ** ********* ******* * ********* *********
  
  ****** ***** ****
  
  * ************  ***************************

  Customer Answer

  Date: 02/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: x 2 issues

  i recently received two invoices to be paid even though: I cancelled services August 31 and  I was assured by Emily in Billing a week ago, that I had a zero balance on my account.

  I was instructed to return two pieces of equipment. I did that. Now I am being told there is one more piece of equipment to return. I have not received a return authorization number even though I have requested this x 2.
  
  
  
  Sincerely,
  
  
  
  Janet * *******