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:29/08/2024

  Type:Customer Service 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 was approached at my home by a sales rep of Valley Fibre offering me free installation of cable for a contract of 2 years at $***. I said I would think about it. I was then harassed by the company every 1-2 days being reminded to sign up. I declined through email 3 times stating I did not want Valley Fiber (saved emails) and declined the contract through the email (have screenshots of my decline) to which I then received an email from Valley Fiber saying thank you for signing up. I called Valley Fiber this morning on Aug 29/24 at 830 am. I spoke to a woman in customer service who told me my services would be cancelled and I would get an email confirming the cancellation. I have yet to receive said confirmation and am worried they did not actually cancel anything as they signed me up even after I declined 3 times through email and declined their contract. I do not want Valley Fiber I do not want them on my property. I do not want their services.

• Initial Complaint

  Date:22/07/2024

  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.

  Have requested a contract from this company and have not received. I have been on pre authorized payments for several months and now they are stating they are increasing my amount. T*** ******* *** **** ******** ** **** **** *** * **** ****** ** ** ***** ********* * ****** **** *****

  Business Response

  Date: 16/08/2024

  Greetings, we have been in touch with ****** ******* directly (he has two service locations), he has received copies of both of his agreements, and we consider this matter concluded.

   

  Thanks,

   

  ***** ******

  Executive Director of Corporate Affairs | Corporate Secretary

  Valley Fiber Ltd.

  M 204-312-1970  [email protected]

  Customer Answer

  Date: 31/08/2024

  They have now created issue with a 3rd location. Valley fiber has dug up the entrance to my property in **** Manitoba. Address ** ********** rd in the RM of Whitemouth. They gave me a yard work order number of ****** but have not responded as to if the repair of property damage has been corrected. My further concern is the area sagging after the fill. Since this is me drive way entrance to the property.

• Initial Complaint

  Date:04/06/2024

  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 contacted Valley Fiber may 10 2024 to inquire about a length of conduit left sticking out of the ground on my property , even though they are finished in my area. I also asked for some topsoil be dropped off so I could repair damage to my lawn. I was asked to send pictures which I did. since then I have heard nothing back from then I have sent two other emails asking if I was going to get an answer and again nothing. Today I called to speak with a manager and was put on hold for 5 minutes while the operator told me she would be a minute contacting the manager and AGAIN!!! nothing. Approx 5 mins after hanging up someone from Valley Fiber called me to tell me there waiting for an answer but yet no one could be bothered to email back telling me this. I have already spent my own money to get some topsoil to fill in holes and ruts

• Initial Complaint

  Date:29/04/2024

  Type:Service or Repair 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.

  In December 2023, Valley Fiber installed residential internet and television services based on a contract signed in December 2021. They did not install the digital phone services at that time and advised I would be contacted at a later date. ***** **** * *** ***** **** ****** ***** *** *********** ** *** ***** ******* I wasn't sure I wished to proceed. However, after several phone calls I was advised that if I did not install the phone service my original contract would be null and void and I would have to pay a higher rate for internet and television. ** * ******* I felt pressured **** **, and I agreed. I was told I had to resign the authorization to port over my phone number as the old form I had signed was out of date. On April 26, 2024 I received an email from **** *** indicating they were scheduling disconnection of my phone on May 1 at 6:00 a.m. Alarmed I reached out to VF and was told they didn't have an install date, but it might be May 7 as they were waiting on some type of approval. I explained I need my phone and having it disconnected on May 1 was problematic when I hadn't even had contact from VF as to an install date. They told me sometimes **** *** ***** *** *** *** disconnects earlier than planned and told me to call **** **** I asked for a supv or manager to call me as this isn't acceptable service. I'm still waiting. I called **** *** and was told they schedule disconnection on the date provided by VF. They will try to delay it but aren't sure they can as it is managed by an intermediary group. So here I sit. Needing a phone to work and no guarantees I will actually have one. ** ***** ** ** ******* After I signed the authorization to port I didn't hear back from VF about the process or what to expect or an install date until I called to complain after receiving the disconnection notice from **** **** I am hopeful I will receive a call back from a supv or manager at VF* *** * ** *** *********** 

• Initial Complaint

  Date:22/04/2024

  Type:Service or Repair 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.

  There have been numerous and recurring issues with the service that Valley Fiber Ltd committed to providing. The telephone service is currently not working. The cable service and internet service frequently stops functioning and requires continuous attention (restarting the router).
  
  Valley Fiber is very slow to respond to the issues. They do not appear to have staff with the required skills to address the issue.
  
  I would like to get out of the contract and go back to our previous supplier.

• Initial Complaint

  Date:11/04/2024

  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.

  Re: Valley Fiber Winkler MB
  
  Was left a note on my door in November 2023 to call Sid from Valley Fiber regarding their new service in Pilot Mound. Phoned Sid back and was told if I sign up for their service at $** a month I would get my first 3 months free and could upgrade to faster service during that time. So I agreed to this service over the phone can not recall signing anything. When my 3 months was almost up I called Valley Fiber to down grade to my original $** a month package and was told the service went up to $*** a month. I would like to have my bill adjusted to the agreed upon price of $** a month.

• Initial Complaint

  Date:16/11/2023

  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.

  Valley fiber came in to town promising that the cost of their service would "never go up " for as long as I "owned my home ". If I moved the bill wouldn't follow me as the contract was with the home not the person. They verbally stated the amount wouldn't change to everyone in town that I have spoken to about it. They've reneged on that verbal promise and have increased the amount by 15 dollars per month saying that rising costs are the reason for the increase. Since the work for this area has already been done how can there be rising costs? Quite simply they lied verbally and wrote in the fine print somewhere that rates could vary at their whim.
  
  Further more, when I was hooked up they failed to let me know. They never took my email (as I hadn't an active account) but did take my address and phone number. Six months later I get a letter from them informing me that they were taking me to court for not paying. I informed them that I didn't even know I was connected which they checked and saw that this was indeed the case. I was credited a mere one month but still had to pay for the other 5.
  
  They *** * ******** ******* *** should be held accountable.

• Initial Complaint

  Date:05/10/2023

  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.

  Last year Valley Fibre installed fibre lines in my yard. After the installation everything seemed fine.
  However they said they installed them incorrectly so came back and removed the lines. In doing so they damaged my sprinkler system and my sprinklers in that zone are not functioning.
  I have been calling and asking to come fix them for about a year now.
  Everytime they say the manager has reached out to the yard work team and someone will reach out to you.
  They were supposed to originally 2 weeks after the initial damage but again no one has come.
  I have been calling at least once a month since the weather has been nice and everytime the same thing. Someone will contact you and come and fix them. I have been very patient but enough is enough and winter is coming quickly.
  Please help me get this resolved.

• Initial Complaint

  Date:31/08/2023

  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 have a problem with Valley Fiber increasing my monthly rates after promising 24 months at the same rate
  They say I have, they sent a copy of the contract with no signature
  ** a month plus tax, now they are increasing it by **$/month
  I signed a form when the installation was done, I don’t recall signing a contract, if I did I wasn’t given a copy. The email I forwarded was what they said was the contract
  I was just given a notice that the rate will increase **$ before taxes
  I have called them and told them I wasn’t happy with the situation

• Initial Complaint

  Date:08/08/2023

  Type:Order 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.

  Valley Fiber has recently (over the last year or two) installed services in our community of Pleasant Valley (south end of Pelican Lake). Our cottage was connected 10 months ago. We signed a 2 year contract, and our rate for our internet plan was *****/mon. We are very pleased with the service. And they allow a seasonal hibernation break over the winter months because it's a cottage area. However, we received an email explaining that our rate will increase $**/month (for our plan, that's an 18% increase!). In the contract, it explicitly says "For the duration of your term, the prices are guaranteed." Then at the end, it also stipulates that "The Service Providers reserve the right to amend these terms and conditions at its discretion." Now that is hugely disturbing! What prevents them from more price increases anytime? They can break contract at any time, but we were told that we cannot break our end of the contract!!
  **** *** ** **** ***** ***** 

  Customer Answer

  Date: 08/08/2023

  I forgot to mention in my initial correspondence to BBB, that I have spoken via telephone to a Valley Fiber rep, and they are unwavering from their $** price increase.