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:08/11/2022

  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.

  Hello! I am a military member who moved from Alaska to ******** in July. In May I called Alaska Communications to initiate disconnecting my internet service. The ** rep told me how to disconnect it online for July 12 and verified I had done so. I received a notification stating on July 24 I would owe $81, a full months worth. I called that day to confirm it was being disconnected on July 12 and ** confirmed it was. I received a bill on July 12 for $81 and figured there were disconnect costs and thought we had closed out business. On August 2 after arriving to ******** two weeks before, I received a notice for another $82 from Alaska Communications. I called and the rep told me I had full service and that it had not been disconnected. I had them disconnect it immediately and to speak to a supervisor to be refunded. On both that day and the following day I was told that the supervisor was in a meeting and I would be called back; I was not called back. On August 11 I received another bill for $82. So I called back saying why was I being charged for a full month, and they said my disconnect was not received, when I asked why and to speak to a department with knowledge, I was put on hold for an hour. I left my house in Fairbanks in mid-July having completed all necessary actions the company asked for, done three times over, and have been billed for service that is fraudulent. Thank you for any help, military moves every 2-3 years cost the service member money that will never be repaid but this is unreasonable. Thank you so much!!

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  After having technical connection difficulties with my home internet service proved by ACS Alaska I attempted to contact their offices multiple times; being left on hold for over an hour each call, and eventually had a visit to my address that did not resolve the issue. The tech who came to my address was able to restore service for one calendar day and did confirm to me that there wasn't any issues with my home wiring or equipment. The service failure was all on ACS Alaska infrastructure. After loss of service I again attempted to contact ACS for a technician to return and remedy the issue. Hold times exceeded one hour each call. I was finally able to speak with an account services person and close my account. ACS then sent me a bill after account closure for the duration of the months I was without internet service.I called the account services department for resolution and got an agent who was obviously script reading. After asking to speak with a supervisor she then put me on hold for over another hour before the call disconnected from their side.I called back 8/2/2022 to speak with an account services seeking to have the bill dismissed due to lack of service.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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 recently just bought a house in ************** Alaska and have been trying to get the *** internet into my name. The previous homeowner has had major difficulty getting the internet canceled. *** told him they do not provide service to the residence and have no active service under his name. He was using there internet service for a good period of time before this. I called to have them put it into my name and they told me to have him call. I informed them he had already called several times and had been told his account and service location did not exist. I called again and tried to explain the situation again and was told to just go online and apply for service that way with no other help. I went online to apply for internet and was met with contradicting instructions. I was told I had to create an account, so I created an account. I then continued to follow their instructions and attempted to sign in and it said I did not have an account. It also said I could not purchase internet for that residence because there was already existing service. I called again and was met with one of the most unhelpful customer service experiences I have ever been through. It was vey clear the individual was just reading and following a spreadsheet. She asked me to create an account and basically do all the things I had already done. She stated she was unable to help me with the online portal because she did not have access. When asked if there was someone to talk to about that, she stated there was no-one I could talk to who could help. My address exists in their system because when provided the address, I was told what services I qualified for. I would just like internet at my house. I have security systems that are internet based that are not operational at the moment. This is extremely frustrating and there is several reviews all over about how poor they are as a company. It is disappointing because they are the only provider in the area.

• Initial Complaint

  Date:07/17/2022

  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.

  On July 16, our internet went out. Alaska communications does not appear to have any way to alert them to an outage/get technical support to address the outage during the weekend. This means we are currently without internet services for nearly 48 hours until the problem can be addressed. Service that we pay a monthly fee for. I want these 2 days deducted from our monthly **** since the service was not provided and there was no way to begin to redress the issue.

• Initial Complaint

  Date:07/06/2022

  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 and canceled my internet with them in April as I sold my house & moved to the valley. They have continued to **** me and didnt cancel my service. I have called them every month to try and get this fixed. Its now July and they say I owe them $170.52. The internet wasnt even hooked ** in March- which they verified and said it was an error on their part so they would take care of it. Im asking for help to get my account closed and charges reversed. I am very sad as I had my account with them for several years. My account number is *******.