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Business Profile

Internet Services

Xcelerate Networks

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Xcelerate Networks's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:08/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Xcelerate consistently performs below what is advertised, goes out frequently, and when you call for assistance the absolute best you can hope for is the promise that a tech will, eventually, come out to fix it. They have no available customer service or technicians on call after 5, which is a shame considering their constant outages don't seem to have a schedule. I live in an apartment complex that has a contract with Xcelerate that prevents us from being allowed to upgrade or change to another service. This consistently poor performance has caused numerous issues with my place of work, because I work from home. My roommate attempted to do the same and actually got fired because the performance was that bad. Forget multiple devices streaming or communicating, this service can barely handle 1 computer and one phone on ********, and despite numerous complaints and issues being brought up, nothing ever gets fixed. The 2.7 rating they have on Google is laughably high. Not a single promise they make on the front page of their website is true. Bandwidth gets throttled at around 10 every night, and that's combined when significant slowdown in the network just when people come home from work or school throughout the day. They advertise packages specifically for apartment complexes, but can't handle any increase in volume at any time. This company is atrocious.

      Business Response

      Date: 08/10/2022

      Good Afternoon

      Here is the data we have collected to respond appropriately to the complaint we have been issued. After briefing the call logs we have for Mr **** we see he called in 8.4.22 to report there was an outage over night, our answering service for after hours field the call. ******* from our Customer Support Team reached out to the customer that morning but was unable to troubleshoot with the Mr **** because he was at work. In order to assist our customers appropriately we need to have them at home to give us information and walk them through our troubleshooting process. The other call logs were from back in April where the customer was upset about the speeds being offered and threatened to hire a lawyer.

      We did some digging down with our network engineer only to find that the contract we have for internet with the property limits them to 100/100mbps for the entire property. We have had several discussions with the property owner explaining that they needed to upgrade the bandwidth at the property but unfortunately they have declined to do so. Per our network engineer, the network is buffering at peak times in the evening and throughout the day. This will manifest as slow speeds and even an apparent inability to connect to the internet. The service we offer right now is what the property has agreed to have and not the service we are providing to them. The only solution to this problem is an increase in bandwidth. Also it has been brought to our attention for the area the circuit upgrade options may be limited to the area.

      We have explained this to Mr. **** back in April but he refuses to allow for us to talk through the issues before becoming irate and hanging up on our team.

      We will attempt to reach out to him again, but know that this is something to property owner has to agree on and the services we provide currently are what we are contracted to distribute.

      *** Please make sure that all BBB correspondence are being directed to ***** ***** *****@xnservices.com. ******* ******* no longer works for Xcelerate Networks as of August 5th, 2021.

      Thank you

    Xcelerate Networks is NOT a BBB Accredited Business.

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