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:03/10/2022

  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.

  Valley Fiber is laying a fiber cable in the Municipality of Springfield, Manitoba
  in order to offer high-speed internet, television, and telephone service. In July 2022, they began installation of their cable down the east ditch of PR 212 (Cooks Creek Road) between Sapton Road and Park Road. The caterpillar drawing the trenching spade came up and over my access road which spans the east ditch of PR 212. The caterpillar left ruts six inches deep on each side of my access road. I have talked with various members of Valley Fiber in the Sales and Customer Service departments in the last three months requesting repair of the damage they have done to my access road.
  They have responded that they will do so when they have finished laying their fiber in the municipality. I note that the messes they made elsewhere in the mile stretch of Cooks Creek Road where I live have had their junction boxes installed and the construction messes cleaned up.
  In addition, there is an uncovered trench fifteen feet long, four feet deep, and eight inches wide that they cut into the ditch just north of my access road. The ditch now has about a foot of water in it and the sides are starting to crumble. I have spoken to the Supervisor of Customer Service about this hazard, and she sent out a representative who took a look at it and did nothing. I also spoke to the Highways Supervisor at Birds Hill office about it and gave him the telephone number of the Supervisor at Valley Fiber. Again, nothing has changed, and it still constitutes an unacceptable hazard, particularly for inquisitive children in the neighborhood.
  * **** **** **** **** * **** ** ****** ** *** **** ****** *** ******** *** ***** ***** ** *** *** ****** *** * ****** **** * ****** ***** ******* ****** *** ***** *** ****** **** *** ** ***** **** ******* *** ** ** ******* ** *********** * ***** **** *** *******

• Initial Complaint

  Date:09/09/2022

  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.

  Issue - My Mom, Sandra ******** called on approximately July 27, 2022 to put in an install request for August 12, 2022. During that phone call she asked the rep about getting the $* router charge waived per month(on the 2 year contract) for competitive reasons, she put her on hold, spoke to someone else, said it was ok’d and she proceeded with the order.
  I ordered the 1*0gig service. I was told it was a dedicated line and would not have issues with “sharing”.
  
  They were able to meet the install date of Aug 12, 2022 and my Mom was present during install. I had originally requested a cat * line to be able to work from home…and they were going to install it that day at no charge. The installer said there was a cat * cable already so all he did was install the router and get the service up and running…he did mention at that time he had made an error and brought the wrong router but this one should work.
  
  All that weekend I got max speeds of 23 gig.
  Monday morning I went to plug in the cat * to start work and it did not work. I also could not use the wifi to work because the speeds were not high enough to allow me to use a phone on a voip system from my work place.
  
  Valley Fiber was able to make it out that same morning. This installed found that the cat * belonged to another internet provider so he hooked up and new one…and put in the correct router. The installer said he would not bill him for the router…I found that odd because the router was supposed to be at no charge already.
  I lost 4 hours of work = $160.00 - I would like a bill credit for that amount
  
  My Mom called that day to confirm that the router was not going to be billed for and to request a credit for the loss of wages I incurred.
  She was told the rep would look into both issues and get back to her.
  
  
  
  August 24, 2022 -
  My Mom called again. This rep told her that she was the same one as last time…on this call she actually called the sales rep who told my Mom the router would be at no charge and the sales rep said she doesn’t remember saying that and they would not ok the free router rental. My Mom asked to have a manager call her and to have them go back on their phone call recordings to hear for themselves that my Mom was told that I would get a free router rental. In regards to the credit she said I would be getting a call from the credit department.
  
  August 2*, 2022 - Another few days go and the credit department calls my Mom's cell and leaves a message that they are not approving a credit, thats it, thats all they said.
  
  
  
  Aug 26, 2022 - Another phone call into their business…My Mom still had not heard from anyone...she called in the tech support line because no one in billing was escalating this for me. The tech support guy connects her to the billing supervisor.
  the billing rep says that they did not approve the credit because it is not their fault no one was home. She had no idea what they were talking about so she explained again about the install going wrong and me missing half a day work…I was home…it had nothing do with no one being home. The supervisor checked with the credit department and came back on the phone and said they are still not going to provide a credit. My Mom asked for them to review the recorded conversations so she talks to the sales manager and comes back on the phone and says they only have calls back 30 days…we are now on day 32 but I have been complaining about this since Aug 12. She doesnt care. At this point they are not agreeing to honour the $*/month free router rental and are only offering a 6 month free router credit for the lost wages = $**. ***** ** * **** ******* the router rental is supposed to be free. My Mom asked to escalate higher and she said she would - my Mom asked how long it might take to hear from someone…she said one week but could be two weeks.
  
  This has gone on too long. Please help!
  
  ***** *******  Brett would like to update the file as follows...I have since been contacted by Valley Fiber and been offered 2 months router rental at no charge...I declined because that does not come close to the 24 months I was told I would get.
  ** ******* ** *** * ***** ** **** **** **** * ***** ** *******a rep from Valley Fiber called me last week and offered 6 months of free router rental ** ************ *** *** **** ********I said the router rental is supposed to be free anyways...I declined the offer.
  Sandra *******