Internet Providers
WhiteSky Communications, LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for WhiteSky Communications, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 73 total complaints in the last 3 years.
- 35 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/23/2025
Type:Service or Repair IssuesStatus: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.
My wifi has been down for a week and they have made no effort to get it fixed. I work remotely and do school as a student this is impacting my grades as well as my fincial stability. They should not be allowed to operate as an internet provider.Business Response
Date: 06/23/2025
Thank you for reaching out.
We apologize for the frustration and inconvenience caused by
the recent internet outage at the consumer's residence. We understand how critical reliable internet
service is, and we regret that we have fallen short of meeting this
expectation.
We have thoroughly investigated the issue and can provide
the following details. The consumer opened a support ticket with us on Friday, June 20th, stating that their internet had not been working for the past three days. WhiteSky did not receive complaints from the consumer or from any other residents about internet issues prior to June 20th.After the consumer reached out to us, we were able to determine that equipment in building 13 was offline, potentially due to power-related issues. WhiteSky attempted to speak with property staff and have them check power to our equipment, but they were unable to assist us and did not get back to us in a timely fashion.
Instead of waiting to hear back, WhiteSky is proactively dispatching a technician to visit the property today between 10 am and 4 pm to work on the offline equipment and determine the root cause.
We apologize again for the inconvenience caused by the
outage and appreciate the consumer's patience and understanding as we work to
resolve the issue. We value the consumer's feedback and are committed to
providing the best possible service.
Please do not hesitate to contact us if further assistance
is needed.
Customer Operations Manager
WhiteSky Communications, a
RealPage Company?
2201 Lakeside Blvd | Richardson, TX 75082
www.whitesky.us?|?www.realpage.com?Initial Complaint
Date:06/02/2025
Type:Service or Repair IssuesStatus: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.
Since roughly 19 May 2025 my apartment has been without Internet. Each call to WhiteSky results in a different diagnosis; they only need to reset the internet only to not respond when that isn't the solution they claim, to my complex has hundreds of thousands of devices and no IP addresses so the network team will follow up only for that to never happen, to actually the issue is the access point cables are no good and at some vague point in the future a technician will enter my unit but what day and time appointments are available is unknown to the Tier 2 representative and no one can talk to the person making the schedule. Despite the long email chain no one seems to read what has already been done and any call to support lands you right at the beginning where all they want to say is that they are sorry for the issue despite moving slower than molasses to actually remedy the issue because the person that has to call is the resident and not the property that is paying. No one can give you a straight answer about anything and any promised follow up doesn't matter because whoever you are speaking to at a lot given moment will never be the person that is doing the follow up.Business Response
Date: 06/16/2025
Hello,
We sincerely apologize for the extended disruption in service and the frustration the consumer has experienced. We understand how critical reliable internet access is, especially when delays in resolution and inconsistent communication add to the inconvenience.
Upon investigation, we identified that the access point (AP) serving the consumers unit was offline. A technician was dispatched and replaced the *** however, the issue persisted. A follow-up visit revealed that the root cause is a wiring issue between the panel and the unit.
We are actively working with the property management team to have new wiring installed to fully resolve the matter. We understand the importance of timely updates and are committed to improving communication and follow-through as we move toward a permanent solution.
We appreciate the consumers patience and sincerely regret the delays and confusion experienced throughout this process. Our team remains available to provide updates and support until the issue is fully resolved.Thank you,
WhiteSky Support
Initial Complaint
Date:04/30/2025
Type:Service or Repair IssuesStatus: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.
I currently reside in a college apartment in ***********, **. My apartment has been using whitesky at it's main ISP and it's atrocious. Customer Support is non-existent and they take weeks, if not months to respond to reports of wifi outages or slow wifi. As a student with assignments, online exams, and meetings, this is completely unacceptable. We're also forced by our apartment to pay for whitesky's terrible wifi which removes our ability to get our own wifi carriers. To put into perspective: a normal wifi back home gets me around ***** mb/s but whitesky as of recent has been getting me ***** kb/s it's actually ridiculous. Please have a whitesky support agent reach out to me asap because it's making me want to take legal action for compensation for not fulfilling their base duties as an ISP.Business Response
Date: 04/30/2025
Good afternoon,
We are so sorry for the frustration and inconvenience caused by the slow Wi-Fi in the consumers unit. We understand how critical reliable internet service is, and work to resolve these matters promptly.
We are not able to locate any calls or tickets with the information provided by the consumer to look into this further and see what has been communicated. We have multiple properties in the zip code the consumer provided and are unable to determine where they live without further details.
What we can provide now is that WhiteSky does not have a contract with the consumer directly, and no insight into whatever was signed in their lease with their apartment community.Typically speaking, none of our contracts are exclusive, so the consumer should be able to bring in a different internet provider at any time. However, this would depend on what is outlined in the lease agreement the consumer signed,which WhiteSky does not have insight into.
We would appreciate the opportunity to investigate this further and ask the consumer to provide us with ticket numbers, or the email address/phone number used to contact WhiteSky Support.This information will help us get to a resolution more quickly.
We apologize again for the inconvenience and thank you for bringing this matter to our attention.
We value the consumer's feedback and are committed to improving our service quality.**** ******
Customer Support Manager
**********************, a RealPage Company?
***********************;| ********************
*****************************?|?****************?Customer Answer
Date: 05/01/2025
Yes, I accept.Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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.
Internet has been down since 4/22/2025. This is the third time in 30 days that the internet has gone down. Every time it goes down they blame the carrier that is proving the internet service to them. It is impossible to determine if that is true. There have been 38 complaints about this company's internet service in the past 12 months. Can any legal action be taken to improve service?Business Response
Date: 04/29/2025
Good Afternoon,
We are very sorry for the frustration and inconvenience caused by the recent internet outages. We understand how critical reliable internet service is, and work to resolve these matters promptly.
We have thoroughly investigated the outages and can confirm they were the fault of the carrier. As outlined in our contract with the property the consumer lives at, carrier outages are outside of WhiteSky's scope of control and responsibility, though we work with them and push them for updates whenever possible. However, WhiteSky has no insight into their daily operations. During the recent outage that started on April 23rd, we opened a ticket with the carrier (Ticket ID: ***********. The carrier's NOC determined that their link had bounced *****+ times, and engaged in testing before opting to dispatch one of their own technicians to the property. Their technician replaced their optic and cleaned both ends of their link.We cannot confirm or deny if these outages will be mitigated going forward, as again, WhiteSky has no insight into the carrier's business. The property has been offered the option to purchase a backup circuit from a different provider to help with carrier outages, but we have not heard back with their decision.
We are so sorry again for the recent outages at this property. Thank you for bringing this matter to our attention. We value the consumer's feedback and are committed to improving our service quality.Please do not hesitate to contact us if further assistance is needed.
**** ******
Customer Support Manager
WhiteSky Communications, a ****************
***********************;| ********************
*****************************?|?****************?Customer Answer
Date: 04/29/2025
Better Business Bureau:Who is the internet carrier for White Sky?
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:04/22/2025
Type:Service or Repair IssuesStatus: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.
my apartment complex has been having serious Internet complications for about three weeks. you can only contact customer support and they will not escalate you to somebody higher up. They will only let you submit an issue ticket. no information has been given to us about when we can expect a fix or if we can expect one. I haven't seen any white sky service vehicles at the location ever. they do not do the work and they do not care.Business Response
Date: 04/29/2025
Good Afternoon,
We are so sorry for the frustration and inconvenience caused by the frequent outages at the consumer's residence. We understand how critical reliable internet service is, and work to resolve these matters promptly.
On April 22nd, our Engineering team discovered a loop at the property, which was removed. At this time, we also discovered multiple pieces of WhiteSky equipment had blown ports, and we moved these pieces of equipment to working ports to restore service in the impacted buildings. WhiteSky also ordered and installed a new router at the property on April 23rd. Upkeep and maintenance of the equipment is the responsibility of the property, as outlined in our contract with them.No further outages have occurred since the router was replaced, and equipment was moved to working ports.
Again, we are very sorry for these outages and the trouble they have caused the consumer. Thank you for bringing this matter to our attention.
Please do not hesitate to contact us if further assistance is needed.
**** ******
Manager Customer Operations
WhiteSky Communications, a ****************
***********************;| ********************
*****************************?|?****************?Initial Complaint
Date:04/16/2025
Type:Service or Repair IssuesStatus: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.
I have had an internet outage in my apartment complex due to wifi access point issue in my unit lasting 12 days at this point starting on 4/3/25. I have contact Whitesky support every day and have been told that the ticket is open, they are aware of the issue and been given multiple different status including: a technician is onsite working the issue, we are awaiting hardware replacement, we have escalated this to our tier 2 support. Whitesky has never returned a voicemail or provided a consistent status of the issue. You can't reach their corporate team, nor can you reach their tier 2 support directly. Their frontline support is outsourced and has no escalation path.The ****************** (***************, **) office management team has reached out to Whitesky as they provide internet service for the entire complex and has had no success in escalating or getting a response. They indicated that there are multiple units out and with others having intermittent connectivity.I have no recourse with Whitesky and are not providing the service that I am paying for and would like service credits based on the amount of outage time incurred.Business Response
Date: 04/28/2025
Hello,
We appreciate the opportunity to address the complaint submitted by the consumer regarding the internet service outage at ******************, ***************, ***
We understand how essential a reliable internet connection is, especially for those who work from home, and we deeply apologize for the inconvenience this outage has caused.Summary of the Issue: The consumer reported an internet outage starting on April 3, 2025, due to a Wi-Fi access point issue in their unit. Despite daily contact with our support team, the issue persisted for 12 days. The consumer received various status updates, including technician visits, hardware replacements, and escalations to Tier 2 support. However, consistent communication and resolution were lacking, and the ********************************** also attempted to escalate the issue without success.
Resolution: The issue has now been resolved, and the consumer's internet service is functioning normally. We apologize that the resolution took longer than expected and for any inconvenience this may have caused.
Clarification on Billing: We would like to clarify that Whitesky provides internet services under contract with the property management at ******************, not directly with the residents. Therefore, any requests for billing adjustments or service credits should be directed to the property management team. Whitesky does not have the authority to issue reimbursements to residents, as the billing and service agreements are managed by the property.
We value the consumer's feedback and are committed to improving our service. If there are any further concerns or additional assistance required, please do not hesitate to contact us directly.
Thank you for your attention to this matter.
Sincerely,
***** ******
Sr. Customer Operations Manager
********************** Support TeamCustomer Answer
Date: 04/28/2025
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. I still take issue with the level of service that was provided and having no direct means of contacting anyone in the organization. The issue was resolved a couple days after submitting this complaint.
Sincerely,
***** **********Initial Complaint
Date:03/26/2025
Type:Customer Service IssuesStatus: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.
The internet at Everleigh Short Pump Apartments has been unusable for 4 days since 3/22/2025.White Sky will not tell us what the problem is or how long it will take to fix. I have called them everyday for a status and they keep saying that that they are working on the problem.Business Response
Date: 04/09/2025
Good Afternoon,
We apologize for the frustration and inconvenience caused by the recent internet outage at Everleigh Short Pump. We understand how critical reliable internet service is, and work to resolve these matters promptly.
We have thoroughly investigated the outages and can provide the following details. The recent outage was due to a carrier issue, and the carrier is still investigating the root cause of the outage. We opened a ticket with the carrier, and we are still waiting for a response. Carrier issues are outside of WhiteSky's scope of responsibility, as outlined in the contract between us and the apartment complex. Internet at the property is currently working as normal.
Again, we are so sorry about this outage and can confirm that the consumer has not opened any further tickets regarding connectivity issues. Thank you for bringing this matter to our attention. We value the consumer's feedback and are committed to improving our service quality.
Please do not hesitate to contact us if further assistance is needed.
**** ******
Customer Support Manager?
**********************, a RealPage Company??
*********************************************************************************;
*****************************?|?****************Customer Answer
Date: 04/09/2025
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:02/10/2025
Type:Customer Service IssuesStatus: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.
As a resident of one of the apartment complexs that is serviced by WhiteSky internet we are required to pay towards this service and cannot get another service within my apartment. I am currently a work from home employee and I have had multiple outages with this internet service. Any phone number that was provided by my apartment complex for WhiteSky was no longer in service. I finally made contact with the company via telephone number from their website , the first call was instantly disconnected with no conversation occurring and the second call left me with no answers. As of yesterday Feb 7th 2025 at 4pm and still today Feb 8th 7:51am there has been no technician scheduled to come rectify this issue. We have had multiple outages since my start of living here with no credit or discount on internet services.Business Response
Date: 03/04/2025
Good Afternoon,
We apologize for the frustration and inconvenience caused by the recent internet outages. We understand how critical reliable internet service is, and work to resolve these matters promptly.
We have thoroughly investigated the outages and can provide the following details. The outage at the consumer's property was caused by a failed *** (uninterrupted power supply) which was promptly replaced and installed by our technician, restoring service on February 8th. Again, we are very sorry for this outage and can confirm that the consumer has not opened any further tickets regarding connectivity issues after this outage was resolved.Additionally, WhiteSky does not set the rate in which consumers are billed for our services. The property management group who owns the property where the consumer resides is responsible for setting rates. We also have no insight into the lease agreement that was signed by the consumer, but generally speaking, our contracts are non-exclusive and WhiteSky personally does not prevent residents from opting for other internet service providers.
Thank you for bringing this matter to our attention. We value the consumer's feedback and are committed to improving our service quality.
Please do not hesitate to contact us if further assistance is needed.
**** ******
Customer Support Manager?
**********************, a ******** Company??
**********************************************;
*****************************?|?****************Initial Complaint
Date:02/10/2025
Type:Customer Service IssuesStatus: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.
Internet has been out for almost a week and have called this horrible company every day. No one has gotten it fixed. They barely message me back and no one knows what is going on. I NEED MY INTERNET FIXED. I use it for work. Absolutely worst customer service Ive ever dealt withBusiness Response
Date: 03/04/2025
We are very sorry to hear about the issues the consumer has had with their Ethernet connection. Due to a technical error with our ticketing system, the consumer's ticket was inadvertently closed. We cannot apologize enough for this and have contacted the consumer personally to further troubleshoot and drive this issue towards a resolution.Customer Answer
Date: 03/04/2025
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:01/14/2025
Type:Service or Repair IssuesStatus: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 1/5/2024 my internet which I pay for went out. I contacted Whitesky Support 1/7/2024 to resolve the matter.Whitesky support did not respond to tickets, did not send out anyone to fix the issue. I never had my issue fixed, updated, or responded to.I pay for a internet service from whitesky as part of my rent and utlity. Whitesky is required to provide the service that I pay for, every month. My access point has been down for an entire section of the month.Anytime I file a ticket with Whitesky: T-1101577, T-1101488, T-1101731, T-1101732, T-1101734, T-1099017 - whitesky closes said tickets without responding to them, addressing the issue, or fixing my internet's access point. The last time they did this intentionally was 10/31/2024 12:31 AM - I also filed with the BBB a complaint at said time and Whitesky did not resolve said issue.The technician who came out eventually, days later - jostled a few wires in the access point in my garage turning it on and off. No fix was deployed hence the same issue repeating itself.When I contacted Whitesky, the employee: ****** *****, stated that a technician would come by to fix the issue either: 1/9/2025, 1/10/2025, 1/12/2025. No technician was dispatched and there has been 0 communication from Whitesky to fix this issue, period. They have been intentionally ignoring tickets and harassing me, despite the fact that I work from home and have been without internet for 9 days straight due to their incompetence and lack of customer support while ripping their paying customers off, intentionally.Business Response
Date: 01/23/2025
We appreciate the time Mr. ******* has taken to reach out to the BBB with this review and sincerely apologize for the experience the resident has had with our Support Team. This is not the experience WhiteSky strives to provide our customers, and we are very sorry to hear about the delay in dispatching a technician to resolve Mr. ********* internet connectivity issues.
While it is correct that Mr. ******* has opened multiple tickets with WhiteSky, these tickets were all merged into one parent ticket, as they were relating to the same issue. Our technician visited the resident's unit on 1/17, and replaced a dead access point, which was causing issues with the connectivity in the unit. We deeply apologize again for how long it took to dispatch this technician.
Because we do not have a contract with this resident, and residents pay a predetermined fee for internet service as part of their lease, we are not able to provide reimbursement at this time. We strongly recommend that Mr. ******* reaches out to his leasing office for a billing adjustment, as they are the only ones able to offer a credit for the time the internet was out.
Again, we are so sorry for the delay and are constantly working to improve our technician process. This complaint has been discussed with internal teams to ensure the same issues do not occur again in the future.
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