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:02/20/2025

  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.

  We recently switched to freedom fiber. I knew should be receiving a bill in the mail been looking for it. Seeing as how it would be our first bill not sure how they do things. Then they cut our internet off without sending a bill nor calling absolutely nothing from them. So here I am with 2 kids that are homeschooled that depend on Internet to do their school wrk and due to negligence on freedom fiber my kids can't even do their school wrk. I called to find out wat was up with the internet and they claim the bill was sent via email. 1st I never agreed to electronic billing or wat ever it's considered. 2nd I can show screenshot of my email proving I've never received any emails from them since original emails to set up internet. My calls are recorded aswell they claim we are 2 months behind on bills we haven't even received. 1st bill was apparently emailed on jan 2nd. Yet we only had internet set up on dec 30th. So according to my recorded phone call 1st bill was sent 2 days after set up then claiming 2nd bill was sent in Feb 2nd so being charged 2 months going on 3 months worth of billing we haven't even received a bill for nor even been a customer long enough to acrue 3 moths worth of bills. Freedom fiber need to make this right and I need a bill. Can't pay on something in not receiving a bill for nor should my kids fail in school all bc freedom fiber neglected to bill us. I'm not sure I guess they assume ppl souks just know by telepathy wen their bill is due and how to go about paying said bill. I can replay phone call to get name of person I spoke with if need to but she was very rude and demeaning wouldn't even listen as I tried explaining to her they gave never sent us a bill. I tried to speak with her to figure out a way forward can't just pull money out my **** that's the whole point in a bill I have a legal right to know wat my bill is wen it's due and how to go about paying it. I have a right to sevices as they have right to payment upon serving a bill

  Business Response

  Date: 03/10/2025

  This response is for Ms. ******* *** and her billing and collection issues. Ms. *** was connected to freedom FIBER on 12/30/2024 which meant her first billing date was due 1/17/25 and each additional bill will be due on the 17th of the month. In our registration software, Ms. *** indicated that she wished to get an email copy of the bill, so the first bill was sent on 1/2/2025 to the email address used while filing this complaint. Additionally,she noted that the best way to contact her was through email which is why our CSR (the screenshot Ms. *** provided) chose to email her for scheduling. ****** did agree to electronic billing in the registration process. 
  
  We bill our customers a month in advance, so her first bill was for the few days of service she had the internet plus one month in advance.Each billing thereafter is for the next month. Our disconnect policy allows our fiber customers to miss two payments and then the account is automatically disconnected. Ms. *** did not pay her January or her February bill which is why the bill disconnected after February 17th. 
  We will be glad to produce ****** a paper bill for a $2 monthly fee. She is welcome to reach out to the office to set this up. However, Ms. *** knew that the service had been installed on 12/30 so knew that there was a balance due on the account. We are also open Monday through Friday from 8:00-4:30 if Ms. *** would have had a question regarding her billing. Feel free to reach out if any more information is needed.
  
  Thank you. 

• Initial Complaint

  Date:08/03/2023

  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.

  My grandmother and I pay $80 a month for Freedom Fiber's internet. That's supposed to be 1 gigabyte per second, but we really see 500 megabytes. But, the internet goes out constantly and it seems like they refuse to fix it. It's been going on for months where it'll happen atleast once or twice a week but it's happened 4 days in a row now. They are also blocking people on ******** who are complaining about their internet going out and aren't giving out discounts for time of it being out. If it's out on one side of the county, it's like likely out on the other side or other counties.It is beyond aggrevating and it need to be addressed and fixed ASAP.

  Business Response

  Date: 08/15/2023

  After reviewing our records, we are unable to find a customer in our system that matches the name on the complaint. Due to privacy laws, we are unable to discuss details on an account unless the name matches the                    account holder. However, with regards to our company ******** page, we do allow our customers to voice their opinions, state their issues and communicate with each other. We only revoke this right if the comments can be seen as slanderous, mention employees by name or try to take over the informational narrative we strive to have on our posts. Please let us know if you need anything else regarding this complaint. Thank you! 

  Customer Answer

  Date: 08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/28/2023

  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.

  Have had a problems with Freedom Fiber internet being slow and freezing up since April **************************************************************************************************************** run a speed test several times to try and figure out what is wrong and has even went as far as saying that it was my computer, so I purchased a new computer with Windows 10 and still have the same problem. When ever I do call and get a tech, he tells me something different, the download speed should be near 100 but is usually between 38 and 60. They replaced the router as the technician told me they have had a lot of problems with these routers. It worked for a short time, then the same problem started again. Most of the time that I call and get a technician, it is usually Ean.Called the first week of October and I was told a tech would call me back and no one returned my call.Called on 10-15-2020 - I was told a tech would call me back and no one returned my call.Called several times over and on 2-18-2023 and the tech gave me a ticket number 229 221 Called on 3-22-2023 tech said they will check on why it has not been taken care of yet.Called on 4-11-2023 tech **** said he will find out why this has not been fixed yet.4-24-2023 tech came and fixed problem by replacing Zyxel router with Deco router and now it is working as it should be for now.5-25-2023 6-02-2023 spoke to ********************* ( Management ) said that the bill will be credited.The internet does work better, but it still freezes up from time to time which I believe is due to the amount of people on the system at one time.July 2023 - My bill was only credited $30.00 which is far less than it should be for the time that the router was defective and because of these problems, I incurred late fees on bills that I thought I paid but because of the internet freezing up and not being as fast as it should be, my bill payments did not go through on several occasions and cost me money.

  Business Response

  Date: 08/14/2023

  We have spoken with ************ several times regarding his issues with the service. As **************** explained to ************, we took full responsibility of the overlooking the service ticket he called in on March 1. During this time, our area was inundated with storm damage due to multiple massive storms in the month. When we were able to work the ticket, we replaced his router as mentioned in the complaint. We credited ************ back for service from March 2 to April 18 after discovering the ethernet ports on his router did not work after our tech visit. This credit equaled a little over $80 on his account which took care of the time his service was not working properly. This issue was an issue with equipment failure, not the service or our expansion. We apologize for any inconvenience this may have caused the customer. Thank you. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20380615
  
  I am rejecting this response because:

  Have had a problems with Freedom Fiber internet being slow and freezing up since April **************************************************************************************************************** run a speed test several times to try and figure out what is wrong and has even went as far as saying that it was my computer, so I purchased a new computer with Windows 10 and still have the same problem.
  The last two times the tech called and said that he will escalate the issue to a higher branch and then on Friday 10-9-2020 there was a TomBigbee work truck across the street working on a pole. After they had left, the internet worked great over the weekend, but still no one called. After the weekend, the internet reverted back to the same slow and freezing up speed again. I wasted money on a new computer that I did not even need because the tech said I needed one for the internet to work when there was nothing wrong with the computer that I already had, and it works fine on other internet providers in other locations, so I do know the problem is not my computer and the tech does not know what he is doing.
  When ever I do call and get a tech, he tells me something different, for example, once he told me that the speed test that registers a ping of less than ************************************************************************* run, the ping was always over 25 or above and he never said anything about this, and the download speed should be near 100 but is usually between 38 and 60, and sometimes even as low as 20,but after each time I call and the tech does what ever he does, the speed improves somewhat for a short period of time and then reverts back to being slower and freezing up again. They finally replaced the router as the technician told me they have had a lot of problems with these routers. It worked for a short time, then the same problem started again. Most of the time that I call and get a technician, it is usually Ean.
  
  
  
  
  Called the first week of October and I was told a tech would call me back and no one returned my call.
  
  
  Called on 10-15-2020 - I was told a tech would call me back and no one returned my call.
  
  
  Called on 10-17-2020 - 5:50 PM - I was told a tech would call me back and no one returned my call.
  
  
  Called on 10-20-2020 - 5:50 PM - I was told a tech would call me back and no one returned my call.
  
  
  Called on 2-18-2023 and the tech gave me a ticket number 229 221
  
  
  Called on 2-29-2023 tech said they will move ticket to priority.
  
  
  Called on 3-22-2023 tech said they will check on why it has not been taken care of yet.
  
  
  Called on 4-5-2023 tech said they will check on it.
  
  
  Called on 4-11-2023 tech **** said he will find out why this has not been fixed yet.
  
  
  Called on 4-18-2023 *** said he will check on ticket number and get in touch with management.
  
  
  4-24-2023 tech came and fixed problem by replacing Zyxel router with Deco router and now it is working as it should be for now.
  
  
  5-25-2023 6-02-2023 spoke to ********************* ( Management ) said that the bill will be credited.
  
  
  The internet does work better, but it still freezes up from time to time which I believe is due to the amount of people on the system at one time, but they will tell you different.
  
  
  July 2023 - My bill was only credited $30.00 which is far less than it should be for the time that the router was defective and because of these problems, I incurred late fees on bills that I thought I paid but because of the internet freezing up and not being as fast as it should have been, ( due to the router being defective ) my pay bill payments did not go through on several occasions and cost me money. They charged me $38.30 for the new router minus then issued a credit of $36.63 and a credit of $49.95 which does not even begin to cover the complete time it was defective. All they had to do is look back at all the times I have called and reported this problem, but they said ( conveniently ) there is no record.
  
  
  I can not get internet service through anyone other company as Freedom Fiber has the monopoly on internet service, but I am open to wireless options in the future from other companies as Freedom Fiber has charged me all this time and it has not worked properly, even now it still freezes up.
  
  
  What they do not understand is that on there end it might be sending 100Mbs, but when there are many people on it, somewhere down the line the information stops as if at a stop light waiting for its turn to go, therefore it is not a constant 100Mbs. You must count the time that it stops and average it out. It takes way too long to download a simple file at times because it does this and when it stops in the middle of an online payment, sometimes that payment is not recognized, therefore that payment does not get credited.

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