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:01/20/2023

  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.

  My complaint is I should not be charged for a land line install that I did not benefit from. When one orders service and an install date is set, one would expect service to be functioning by the time the tech is done with the installation. I went online to Alaska Communications website to order service, a tech came out on December 28 and left. I plugged my home phone in and there was no dial tone. On December 29, I called ACS tech support and the guy said they'll see if it is something on their end, but if not, they'll call me back to setup an appointment for a tech to come back out. No one called me back. On December 30, I called ACS customer service to check on the status, the representative said she'll look into it and have someone call me back to set up an appointment. No one called back. On January 3, I called to cancel my service. On January 12, I received a bill for $135.63. In an email (attached), ACS said, "our policy is Alaska Communications covers the cost of installing services to the exterior of your home. If you need inside wiring from our junction box to the location of your phone, the customer is responsible for paying for the inside wiring with ACS or a private contractor." I am disputing the bill because I did not receive any benefit. I needed the home phone to work the day of the install, for personal reasons, but it was important. The last email from ACS is, "I have asked my supervisor to look at your account and he said that there is nothing more we can do." It makes no sense to me why ACS refuses to write off this charge. I believe what is fair is according to their policy as quoted above, is that ACS be responsible for the cost.

• Initial Complaint

  Date:12/21/2022

  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.

  Dates start back around April of 2022 they are the only provider for my military dorm room and they have been throttling my connection to the internet for some time. They have continued to not be helpful when dealing with issues such as slow internet and the internet not working for me. When I call them they act like they are helping and then say the problem is on my end, but then I go and switch the internet provided and then it works again. Im filing the complaint today 12/21/22 because they are throttling my internet to an extreme. I can open up 2 pages on the internet only, their website and ******** but ******* doesnt even load anything except the titles to videos. This business is a scam for the people of Alaska and are trying to get as much money from people as possible and they should have to give a good service for their prices they are giving. When I had their more expensive internet back in April the same things were happening and would go away after a few days, but I shouldnt have to put up with it. I would like to get this business to resolve their issues with the BBB because they are a bunch of scammers. (Also this problem usually occurs months after getting the subscription) also they switched to a different website to login, so I cant even switch my internet remotely so I have to call them which is unacceptable for an internet providing company

• Initial Complaint

  Date:12/01/2022

  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.

  My telephone service line was severed late Aug., early September, 2022. ACS never opened a ticket or responded to my calls when I first notified them of the issue the first week of September, 2022. ACS never followed up with my emailed request when I emailed them after not hearing from them the end of September. First of October, I called tech support - was told there was no one in tech department and someone would call me back - that never happened. I followed up, and after six or so calls that were disconnected or never went through and then having to wait unreasonable time, I reached a representative who put a ticket in and advised that I call back for a reimbursement. After technician repaired the line - I called back for a credit, after a call that lasted over an hour I was told I'd be getting a credit back for the two months my line was severed in addition to a courtesy credit for ACS non-communications, total $150. ACS emailed me a credit for $38. My monthly bill is 52, my line was severed and out of commission for 2 months before resolution. Through a call on *****, *****, I received a courtesy credit of $25. This is not acceptable. I have been mislead by ACS. The total amount I am due is 87$

• Initial Complaint

  Date:11/15/2022

  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 called Alaska Communications and informed the customer service representative, that I will be canceling my home internet and would like to cancel it effective immediately. They kept me on the line for quite some time and advised me to cancel my autopay subscription, which I did. A little over a month has passed and now Alaska Communications sent an e-mail stating that my internet bill is overdue. They are asking that I pay them for a month's worth of internet that I have not used. I have made multiple phone calls and the issue is not being resolved. The initial person that assisted me in the deactivation of my account/service did not tell me that they will continue to charge me for internet up until their determined date. I was under the impression that they canceled it at the moment the phone call was made and that if needed they would prorate anything if needed. This is in regards to account *******

• Initial Complaint

  Date:10/15/2022

  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.

  Approximately around the month of July 2022 my Alaska Communications internet account # ******* was deactivated for past due balance of $191.66.On August 8th 2022 a partial payment of 126.00$ was paid. Then on August 14, 2022 the remaining balance stated of $93.01 was paid in full and no other charges were posted to the account. According to account view online total due on July 30, 2022 was $191.66 but I ended up paying $219.01 total. At this time it was expected that my account would either be cancelled automatically or service would be reactivated. Neither were performed to this date fallowing the payment in full on Aug. 14, 2022. A total balance of $239.33 has now currently accumulated. A past due balance amount of $144.33 from the $219.01 is at this time posted to my account and will likely be reported to my credit bureaus soon if not paid. To date service has not been used since last deactivation of service and new service has been acquired from another company. Contact by me with a request to restore my service to working order on August 23 2022 was made by phone. This request has not been accommodated and according to online account view my service is currently inactive. Phone contact by me on September 26, 2022 was made with requests to cancel service, close account, and remove of any false charges for unprovided services. Cancelation of my account was refused at that time by phone and charges continue to accrue for a service that has not been provided nor used since last deactivation. At this time my account is still "open and active" according to Alaska Communications, service is not functional but charges are continued to be posted to this account. I've made multiple requests to have this taken care of and it has not been nor any effort on the company to resolve it. An attempt to request this again through technical support via email today October 15, 2022 was unsuccessful due to website not functioning properly.

• Initial Complaint

  Date:09/29/2022

  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 in the US Air Force on a deployment to Alaska. While there I was using Alaska Communications for my internet provider. My last day is Sept. 30 and I was trying to close my account, but the representatives (4) were very rude and two of them refused to close my account and the other two refused to let me talk with a supervisor. None of them could find my account even though I provided them with the email, account number, and phone number listed on the account. When I asked for a supervisor, 3 of them would say she is on the other line and 1 representative has me on hold for an hour and a half and she eventually hung up on me. I did not call back afterwards and now I am cancelling my debit card since they refuse to close my account.

• Initial Complaint

  Date:09/19/2022

  Type:Sales and Advertising 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 purchased my home in July 2021, and this winter had sewer backup issues. I got the line scoped with a camera, and they discovered damage to the line approx 30 out from my house. I had to have the sewer line replaced, and when the contractor replaced the line he discovered an ACS buried communication line that when it was buried, cut into my sewer pipe. The contractor at the time attempted to spray foam over the damage, as was apparent when the line was replaced. I had to spend $11,500 to get the sewer line replaced because of undisclosed damage when ACS buried their comm line. They refuse to call me back, always saying they need to have a supervisor call me back but they have made no effort to return my calls. The Gray conduit pictured below was laid directly on top of and in contact with my wood stave sewer line, which was spray foamed over right where they intersect.

• Initial Complaint

  Date:08/31/2022

  Type:Order 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.

  May 2021. Requested phone line repair thru alaska communications. Recieved acknowledgement of repair. They did not respond due to pandemic. Been over 16 months on hold. Cannot contact by phone due to cutting out. I have been with acs for over 30 years and in great standing. I am disabled and rely 100 % on my landline. I am located in a dead zone. I am contracted with acs. And paying $ ****. /mo. They are breaking their contract with me. I need immediate attention to this matter or take this company to court. My life depends on my phone. My acs accnt *******. My email is *******************

• Initial Complaint

  Date:08/25/2022

  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.

  I moved my location of service in April when i bought a new house and they were going to disconnect my service at one location and reconnect it at my new address. they did connect my service at my new location and i though all was well. until i received a call from my old landlord stating that the new tenant could not establish service because my service was still active at that location. that service was supposed to be be deactivated on or around April 14th of 2022. I was still getting build for services at both locations. i am set up on auto pay and and had to deactivate auto pay for a month and then start it back up again. i have reached out to them because they are still over charging me. my monthly bill is ***** and my bill was well over 150 this month. i have called and tried to speak with someone but i get told that the computers are down and someone will call me back. i have been told that twice once over a month ago and once again this week and still no call back. I was told that i would not be able to receive compensation for over payment for services that was supposed to be disconnected.

• Initial Complaint

  Date:08/15/2022

  Type:Product 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 cancelled my account with Alaska Communications on June 20th, 2022. I have an email response from their employee confirming the cancellation of my home internet service on June 23rd, 2022. I am continuing to get charged despite my cancelled service. I've contacted customer service 2 times over the phone and have been told that the charges would come off my account, and 1 time via email after having contacted them 3 or 4 times via email confirming the cancellation of my internet service. I am continuing to get billed. Today is August 15th 2022. I am still showing an overdue balance of one month and will continue to get billed. I have also paid the final bill through July 4th but should be refunded for services running from June 23rd to July 4th because I have a confirmed email showing my service was cancelled on that day. This needs to be corrected as it very much is beginning to look like fraud. Thank you for your help!