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:09/06/2024

  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.

  There is no way to call this business. They send you to chat support. Chat support says they can't help, but stay on the line to be contacted directly with someone that can help. Then nothing happens. For hours. Days. My neighbor has same problem. It has been weeks of time wasted. Their customer service system is set up to save them money but not help you. Meanwhile they charge full price without delivering the service they describe. This business is taking advantage of a monopoly in Alaska.

• Initial Complaint

  Date:08/26/2024

  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.

  We have been contacting ACS for over two months trying to get our phone service reinstated after a disconnect that shouldnt have happened. They had credit card on file for auto pay. We have been informed several times that we will be reconnected. Today they tell us they are having trouble accessing the connection switch. We have continued to pay this bill but ACS still has not provided us service. We have contacted them five times and just get a runaround.

  Business Response

  Date: 09/06/2024

  Good Morning,

  I have attempted to call ***** twice but he was unable to hear me and I emailed him and haven't heard back.  I believe his issue is resolved and will credit for time without service.

  Thank you,

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

  Sr Manager Alaska Communications

• Initial Complaint

  Date:08/12/2024

  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.

  On July 20, 2024 I tried to reach ACS as I discovered my landline was dead. It was likely dead for at least two days as no calls had come in or showed as missed. I tried to reach ACS but they force you to engage in a non working text bot that cannot and does not address things properly. I finally figured out a way to file a support request via ACS' website and was assigned case: CAS-*******-Y5D2G9. It was also via this process I discovered ACS has yet to change the number of my physical address. I did not move, the borough changed my address long ago and I reported it to ACS and they changed my mailing address (same as physical) but not my physical in their system. ACS has never once contacted me via provided alternative (cell) phone number. I have added to the "notes" of my case eight times as while there is now a dial tone, it is severely staticky when you try to call out and a conversation cannot take place due to the obnoxious static. Moreover, since the dial tone was restored, when regularly testing from my cell, the caller ID no longer works (a service included in my landline charges). This has happened before when phone lines have gone down. Also, when I call my landline from my cell, my landline rings once, maybe twice then goes dead so calls are not getting through and staying connected. I am paying for a service that is not working and ACS is to get the phone 100% resotred to fully working/operating service AND refund me for at least one month's worth of service. And yes, the **************** also through ACS is so pathetically slow and has gotten increasingly worse over the last several months. Fix my phone to 100% fully working condition with all additional services now with refund!

  Business Response

  Date: 09/05/2024

  Good Morning,

  Please see my attached response for this issue.  We have resolved the dial tone issue and added a credit for the amount of time without service.

  I sincerely apologize for the inconvenience.  Have a great day!

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

  Sr. Manager Alaska Communications

• Initial Complaint

  Date:08/07/2024

  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.

  We lost Internet 3 weeks ago, I contacted ACS about it, never heard anything back. A week later I called in to which they told me I had to file a ticket online ( which I had already done) I called them again and was finally able to get a human on the phone. They transferred me to technical support the *** told me to unplug the modem let sit, which we had already done and when I tried to tell him he ignored me and and told me to do it again. It didnt work he said he would send someone out, so I waited at home in case someone came. No one came. I called back again to which I was told someone would be out in the next day or two, again I sat at home all day waiting for someone to come and no one came. We went out of town on the 2nd and came back on the 5th, someone called and left a message it was too late to call back. I called back on the 6 th to which I was again told that someone would be out today and they would call me. So again I sat at home all day no one from *** came out to my house or did I call back from them. It has been 3 weeks of them blowing me off but yet they are still charging me. I was told once the service gets up and running then I had to call back and request a refund.

  Business Response

  Date: 08/14/2024

  *****************************
  *********************;
  Fairbanks, AK 99712
  Phone: **************
  E-mail: **********************************
  
  August 14th, 2024
  
  RE: Internet lost for three weeks
  
  Dear *******,
  
  Thank you for reaching out and letting us know about your complaint regarding no internet service and the issues you had waiting for it to be restored.  I reached out to the area District Manager regarding your ticket number CAS-*******-N6Q0Q9 on August 8th.  On that date we were able to replace the drop from the service pole to your house and you were able to achieve the full speeds.  I have applied a credit of $94.99 for one month of service as you were out of service from July 19th to August 8th.  You will see this credit on your August invoice.
  
  I apologize for the delay in resolving your issue and please feel free to contact me if any further issues arise.  We consider this issue resolved at this time.
  
  Sincerely,
  *********************
  Sr Manager, Customer Support

• Initial Complaint

  Date:07/16/2024

  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've been having problems with ACS (Alaska Communications) my internet and Wi-Fi has been extremely slow since the end of April. I've called them around 10 times and have talked to at least 15 different people, I keep getting lied to and ignored.. My download speed is supposed to be 25 Mbps but I've been only getting between 1 and 3 Mbps. I've been trying to get them to come out and have it fixed for months now. They won't tell me what's going on or when or if they're going to come out and fix it. I asked to speak to a supervisor several times, but they won't let me speak to them. A couple times they said a supervisor would call me back, but of course they never did. I know what the problem is (no thanks to them) they're going to have to rewire everything and they don't want to do that (too much work and too expensive to them to want to do it). I personally don't think they give a **** about their customers. I want some answers from them and I want to get this fixed, ASAP!!!

  Business Response

  Date: 08/14/2024

  *****************
  *****************************
  Anchorage, AK 99504
  Phone: **************
  E-mail: **************************
  
  August 14th, 2024
  
  RE: Slow Internet and WiFi
  
  Dear *****,
  
  Thank you for reaching out and letting us know about your complaint regarding slow internet and WiFi.  We had a ticket that was opened on April 29th, 2024 and that ticket number is CAS-*******-F0B5T7.  We were able to resolve the ticket on 7/23/2024 by repairing the outside equipment and we verified you were getting full speeds at this time.  Two months worth of service has been credited and applied to your previous invoice due to the issues you had. 
  
  I apologize for the delay in resolving your issue and please feel free to contact me if any further issues arise.  We consider this issue resolved at this time.
  
  Sincerely,
  *********************
  Sr Manager, Customer Support
  **********************************************************

• Initial Complaint

  Date:07/13/2024

  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.

  ACS has had an open ticket for replacing my WiFi modem for TWO months theyve completely ignored!!2 lightening bolts flew through my home dancing around the modem b4 going OUT the west window! TONIGHT their surges from zero WiFi signal to 10Mbps fried my TV!They left me on hold today TWICE, for a half hour! I answered the SAME QUESTIONS for 2 employees who were argumentative & refused to HELP!Now a disabled senior on a pittance of a disability pension has NO TV! What else is there to DO when youre stranded in your recliner 200 miles from the nearest city & have no money to buy a new TV?!?

  Customer Answer

  Date: 07/22/2024

  ACS is still ignoring an URGENT trouble ticket. Another week has gone by without any communication from ACS regarding replacing a WiFi modem that was fried by 2 bolts of lightening in JUNE. They didnt TELL anyone about their rate increase BEFORE they changed my monthly bill. I paid a HUGE amount this month & they cant be bothered to send ***** over here, 2 blocks away from their work shed?!? Seriously?

   

   

  They need to ACT swiftly & replace my modem plus prorate my bill to account for the weeks I have NO WiFi.

   

  I refuse to allow ACS to take further advantage of me or my disability. 

   

  I need a date & time from ACS, TODAY, so I know WHEN to schedule them in to be AT MY HOME.

   

  As a jet mechanic, if my customer said urgent I wouldnt ********************* around for 6 weeks replacing ANY COMPONENT thats been exposed to TWO LIGHTENING BOLTS..zapping their way THROUGH someones home. Monday, I spoke with ***** at ACS. She seemed to be the only person who actually got it, yet here we are on Friday & STILL WAITING?!? 

   

  Thats egregious!

  Dr. Di Chadwell A&P ***** ******* Ret.

  Business Response

  Date: 08/14/2024

  **************************
  HC60 BOX4358
  ****************** 99737
  Daytime Phone: **************
  E-mail: ************************

  
  August 14th, 2024

  
  RE: Repair Issues

  
  Dear **************************,

  
  Thank you for reaching out and letting us know about the issues with your modem after it was
  struck by two lightning bolts. We mailed out a new modem on August 6th and it was received on
  August 7th. On August 8th we worked to get you online with your new modem and you
  confirmed its working great. We have applied a credit for the month you were unable to use
  your internet service, and that credit will be reflected on your next invoice.

  
  I apologize for the delay in resolving your issue and please feel free to contact me if any further
  issues arise.

  
  Sincerely,
  *********************
  Sr Manager, Customer Support
  **********************************************************

• Initial Complaint

  Date:05/31/2024

  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.

  Alaska communications started to install fiber optics in our *********************** neighborhood around August 2023. They accessed the city easement on our properties to do so. The projected completion date was supposed to be the end of the year 2023 (it said so on a promotional flyer they passed out but I no longer have the flyer), however we have not seen them working to complete it yet. We have cables that have been untouched above ground for months, and a yard that is in disarray. We were told that the company would put our yard back together at completion of the project but we have contacted the former project manager and he no longer works there. It sounded like there wasnt much of a plan to put things back together and its an overall mess (They talked about it during the homeowners meeting on Wednesday. Apparently there was a spat between ACS and the contractor. So the project is dead at this point. Who knows if its going to get done at all this year. Hoping you can help us resolve this.

  Business Response

  Date: 08/14/2024

  ***********************
  ****************
  Anchorage, Ak 99508
  August 14th, 2024

  
  RE: Finishing the job after installing fiber

  
  Dear ******,

  
  Thank you for submitting your request for issues with your yard after some recent fiber work we
  completed in the area. I have worked with our area ******* to check on the status of work for
  the area you are in. We have recently engaged with a new contractor. We plan to have the
  reseeding completed by Friday for your location and this should resolve the issues after
  construction was completed in August 2023.

  
  I apologize for the delay in resolving your issue and please feel free to contact me if any further
  issues arise.

  
  Sincerely,
  *********************
  Sr Manager, Customer Support
  **********************************************************

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21786440
  
  I am rejecting this response because:
  
  There was significant damage to our property. Roots were removed to install a cable so the ground is sunken in, there are large rocks that were dug up that need to be removed from the property. this morning someone was out front literally dropping grass seed on rock hard soil. This is unacceptable. The rocks need to be removed, soil needs to be added and then seeded. If this cannot be done soon with winter coming I will have to hire a landscaper to fix it properly and will send your company the bill. This is getting ridiculous.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/23/2024

  Good Afternoon,

  Today we received a quote from A1 Lawn & Landscaping to complete additional work required to remedy the situation.  We are working on scheduling the work to be completed and should have a date soon.  Once we have a date I will be contacting you.

  Please let me know if you have any questions. 

  Thank you,

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

  Senior Manager, Customer Support

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

  Customer Answer

  Date: 08/31/2024

  I accept the business response thank you.

  
  
  

  ******

• Initial Complaint

  Date:05/10/2024

  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.

  4/3/2024 called ACS about no phone or internet service where I live, 4/26 a technician visited where I live and verified I have no service. I have placed 4 phone calls and went to ACS office requesting my service be repaired/restored . I still have no service. ACS has not scheduled any repair/restore service.

• Initial Complaint

  Date:02/12/2024

  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.

  I am a small business owner, and as a small business owner I signed up with what was available in my area as far as **************** and telephone to support my business. I signed up with a CS with her promise of a set amount 127 per month to provide me a phone service and **************** for my business. Over the three years I have complained numerous times about inadequate service I was receiving from the Internet, the service is so slow. I had to take it off in my computer and use GCI hotspot, which provided me much faster service from my cell phone. He says never resolve the problem when I tried to get out of the service I thought I resign for two year they told me it was a three-year contract , and if I wanted to leave the contract, it would cost me a large sum of which I cannot afford at the time. Even though I complained that they were not provided me a service they told me what I would receive. I still had to continue the service even when I came to the end of the three years I tried to stop at the beginning of month. They told me I could not stop at the beginning of the month, and I also had to continue on an additional month so I had to pay two additional months after the end of the contract. I believe ACS should provide all small businesses out here at least *************, 50% reduction over the past year of what they paid for insufficient service.

• Initial Complaint

  Date:01/12/2024

  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.

  I gave over 30 days notice on 7/30/23 that my business was sold at this location and I was closing the account in my business name. The new owner hand delivered a assume & release that was required by ACS in order for the new business owner to take over the service provided by ACS at this business location. When I called to shutoff ************* on 8/31/23, final payment was taken and the account was paid in full. I am still receiving invoices from ACS and I have spoke with 7 different customer service agents over the phone and also 1 customer service agent via email communication and they cannot seem to figure the billing out. I have been told that I will receive a call back and no one has returned a phone call. I just keep getting automated phone calls and past due invoice statements.