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Business Profile

Internet Providers

WhiteSky Communications, LLC

This 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

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WhiteSky Communications, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 73 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair 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.
      On November 14 our internet went down around 6:00 pm. My husband called Whitesky (only provider available in our apartment building) to ask about the outage. There was NO information available. He filed a ticket for a call back (which never happened). I called at 7:40 AM on 11/15. Still no information. I registered a second ticket for a call back (never happened). I called again at 11:40 AM, and still no information. Finally around 4:00 pm (22 hours later) we had connection. In the past four months since we moved in, the internet has gone down three times. After reading other reports on this site, we are lucky. We moved here from ******* where we had internet for 18 years. During that time we may have lost connection a couple of times. We have a house closing coming up and we are so worried about losing our internet that we are planning to drive back to ******* at considerable expense for the closing rather than risk no connection here. This is unacceptable. I wish we had a choice to move to a different and better provider.

      Business Response

      Date: 12/30/2024

      We are so sorry to hear about the issue the Hovemeyers have had with their service. We definitely understand this situation has been frustrating, and truly apologize for the inconvenience. The outages at the property the Hovemeyers are calling from have been related to the circuit carrier. WhiteSky does not own or manage the circuit, and we are not responsible for carrier outages, as outlined in our contract with the apartment community. However, we do everything we can to escalate the issue with the carrier and provide updates whenever possible. The carrier is not obligated to provide us with updates, which is why we had no updates to share during the recent outages at the property. We are truly sorry for this inconvenience and, as the **** are constantly pushing for better communication from the circuit carrier.

    • Initial Complaint

      Date:11/18/2024

      Type:Service or Repair 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 have an internet service outage throughout our community for more than 48 hours and there is no update about the fix at all, and WhiteSky is the only ISP that our apartment partners with so we don't have any other choice. We had to take a complete day off (we work from home) because of the outage and had to use our mobile internet service and hotspot to supply the daily internet needs for all the electronics at our home. No technician or so was sent on site and no updates whatsoever from the company in terms of what happened and when can it be fixed. I've been with tons of different ISP but I've never seen such a company that couldn't do anything about an outage for more than 48 hours. We need it to be fixed ASAP and need refunds to compensate all our loss because we couldn't work and we had to spend money to get hotspot in order to barely make it work. It's crazy that there are tons of complaints about the constant outage and millions of reports from our community (all the units in our community are down) wouldn't encourage you to make your business better and actually send someone to solve the problem faster. YOU NEED TO WORK ON YOUR SERVICE BETTER BEFORE SELLING IT.

      Business Response

      Date: 12/02/2024

      We are very sorry for the trouble ******* has had with our service, and we deeply apologize for any inconvenience this has caused.


      On November 14th, our NOC received reports that service at the end user's property was down and immediately began investigating to determine the root cause. We also opened a ticket with the property's circuit provider. The provider informed our team that there was an issue in their central office, and they needed to dispatch a technician to locate and repair the fault in the field on 11/15.


      On 11/16, the carrier informed us they would need to replace a card in their data center, but this did not resolve the issue. On the 17th, the carrier was able to determine that this property was actually part of a larger scale outage that was impacting other properties in the area. Our team continued to push the carrier for updates at this time and escalated our concerns to the highest level possible.

      To ensure our equipment was functioning properly, WhiteSky dispatched a technician on 11/18 to replace SFPs in the router, as a preventative measure. Our equipment was up and running as expected.
      The carrier was still investigating the cause of their outage as of 11/20, when they dispatched another technician to the property to check their equipment. Their technician confirmed once again there was not an issue at the property itself. The carrier then scheduled time to replace the faulty card in the data center.


      Early in the morning on 11/21, the card replacement was completed, and service was restored to the property.


      We regret the length of this outage and once again deeply apologize for the trouble this has caused. However, the bulk service agreement we have with your property outlines how carrier outages are beyond WhiteSky's scope of responsibility. We know this is frustrating, but there is nothing WhiteSky can do in the event of carrier outages, as we do not own or manage their business.


      For any request regarding reimbursement, please reach out to your property management. Because you do not pay WhiteSky directly for service, we are unable to reimburse or credit you for this outage.

    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair 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.
      I live in an Apartment complex (************) where I pay for Internet as part of my rent, every single month. The only internet I am allowed to use in my lease is Whitesky. I pay Whitesky for a service to have access to the internet on both my PC, phone, etc. on high speeds. I use the internet work remotely from home 6 of 7 days each week.On October 30th, 2024 my Internet went out due to a poweroutage - normally internet is restored by the time the power comes back. It did not come back for over 24 hours and Whitesky was contacted early in the morning October 31st 2024.On the day of contact to Whitesky, no assissance was provided but I was assured that a fix would be sent my way November 1st, 2024 where I was told a technician would be stopping by to fix the internet between 10 AM and 12 ***** Technician ever came to come and fix my internet at all.I then contacted Whitesky asking for where the technician was as I had now been forced to miss another day of work - and I got no response. Literally none.I then was patient and contacted Whitesky in my ticket on the 2nd, 3rd, 4th, and 5th of November 2024 - and I even called Support directly and spoke with one of their employees on the 4th, who assured me they had filed a ticket to have support contact me within 30 minutes with a fix and that they knew it was urgent.I got no callback from the company, and I have now been forced to miss 6 days of work with 0 updates from Whitesky about return of the service I pay for.Not only am I paying for internet I have not recieved for almost an entire week, but I have been forced to miss an entire week of paid work being unable to work or even contact my own workplace without the use of mobile hotspot data on my phone which I need to pay out of my own pocket.I am filing with the BBB to ask for them to fix the internet, adjust my billing as a credit for the service I paid for and missed, and compensation for my time working that I missed due to their incompetency.

      Business Response

      Date: 11/21/2024

      Were very sorry for the issues Mr. ******* has experienced with our service, and deeply regret the inconvenience this has caused. On October 30th, property staff at The **** alerted WhiteSky of slow speeds in the leasing office and surrounding units.


      Our Support team escalated this issue to our NOC on 10/31,who determined that there was a power event at the property that caused equipment to go offline. WhiteSky needed to dispatch a technician to work on 11 access points that did not recover after the power event, including Mr.********s in unit AP.


      Our technician arrived at the property on 11/1, and was able to further determine that new equipment would need to be ordered for residents impacted by the power event. Providing solid power to the equipment is the responsibility of the property as outline in their contract with WhiteSky, and sometimes, a power surge after an outage can fry the equipment.


      Our team ordered new equipment for the offline access points, which arrived to the property on Wednesday, 11/6. Once the equipment arrived at the property, our technician was able to return and get all units back online on 11/7.


      We are sorry again for the issue Mr. ******** faced earlier this month. While we understand this was an inconvenience, WhiteSky has no control over what is written in the lease agreement residents have signed with this property. We also have a bulk service agreement with the property management group, and not with the residents directly. We do not set the price for which residents are billed for service, and because tenants do not pay us directly, we are unable to offer reimbursement at this time.


      We recommend that Mr. ******** reach out to his leasing office to discuss reimbursement further, as they are able to compensate for this issue.
      Should any issues arise in the future, Mr. ******** is welcome to reach our Support team directly by emailing ********************************* or by calling ************. 

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair 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.
      I moved to a new apartment complex in July of 2024. The complex has ********* as the sole internet provider. It is now October 2024 and we have had several outages, including one that was across the entire property for a whole week. That was resolved and we were reimbursed by our apartment complex. Now, I am going on 48 hours with no internet in just my unit. My specific complaint is about the way the business is ran. It is small, but the problem is the way they handle issues. If you call support, they can only create a new ticket. I missed the first call back from the tech because I had something important going on. I called back a few hours later and a whole new ticket had to be created. From a business standpoint, that makes ZERO sense. So Im imagining that this company has customers with multiple tickets for one issue. This problem probably could be resolved by unplugging/plugging back in the router. However, there is a sticker on the box saying I can be fined or evicted if I even open the box. But now I have to wait on this slow company to get back to me when they *feel* like it. The customer support also seems to have very specific scripts that they read from so there is zero empathy and zero actual help when you call. All they can do is take down your name, email, phone number and address. Over and over. I encourage this company to think about the definition of insanity. White Sky, if youre going to reply to this and be snarky, just dont. You have one star on ******, so I encourage you to look inward and make improvements to your company before being rude online. Youre the problem! Not the customers that are making complaints. If so many people are complaining about the same issues then maybe - JUST MAYBE - we are right.

      Business Response

      Date: 11/05/2024

      We're sorry to hear about the issues ******* has been having with their service. We truly apologize for the delay in resolving ********* issue and for the issues they encountered while trying to reach our Support team. We attempted to have a supervisor call back the end user, but the issue was resolved on its own before we were able to do so. This issue was resolved on 10/11. We encourage the end user to reach back out to our Support team if any other issues occur. Thank you. 
    • Initial Complaint

      Date:09/27/2024

      Type:Service or Repair 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.
      Whitesky is the only internet provider available. The site is going down frequently, 4 times in September, for hours. 3 hours, 8 hours, 13 hours. Their customer service personnel are completely unhelpful. They claim the outage isn’t reported, even when we have a ticket number. They ask what unit is affected when it’s affecting 180 units!! We never get a refund for all this downtime. The outages affect our phones, Alexa, internet and television service.

      Business Response

      Date: 10/07/2024

      We are so sorry to hear about the issues ***** has had
      with their service and understand how inconvenient internet outages can be. The
      last few outages at this property have been due to the carrier, ****** ********** On 9/25, ****** ********* found that fiber feeding the community would
      need to be re-spliced. They engaged repair crews as quickly as possible, and
      let us know on Thu, Sep 26, 2024 at 1:12 AM that the fiber issue was fixed. We
      are terribly sorry for the inconvenience, but this event was outside of
      WhiteSky’s scope of control per our contract with the community, as it was the
      fault of the upstream carrier. Additionally, since we do not bill the residents directly, any request for compensation would have to be handled by the person they do pay - we recommend reaching out to their leasing office for more help regarding billing-related items. We also do not provide cable or phones at this location. We encourage ***** to reach out to our
      Support team with any questions or concerns moving forward. Thank you for your
      patience and understanding. 

    • Initial Complaint

      Date:09/26/2024

      Type:Service or Repair 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.
      Network outage for almost whole day.

      Business Response

      Date: 10/07/2024

      We are so sorry to hear about the issues ******** has had
      with their service and understand how inconvenient internet outages can be. The
      last few outages at this property have been at fault of the circuit carrier, Summit
      Broadband. On 9/25, ****** ********* found that fiber feeding the community would
      need to be re-spliced. They engaged repair crews as quickly as possible, and
      let us know on Thu, Sep 26, 2024 at 1:12 AM that the fiber issue was fixed. We
      are terribly sorry for the inconvenience, but this event was outside of
      WhiteSky’s scope of control per our contract with the community, as it was the
      fault of the upstream carrier. We encourage ******** to reach out to our
      Support team with any questions or concerns moving forward. Thank you for your
      patience and understanding. 
    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair 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.
      At least twice a week tv has no connection. Even with the slightest inclement weather. Very unhappy with service. Not surprised they arent BBB recommended.

      Business Response

      Date: 09/24/2024

      We are so sorry to hear about the issues **** has been experiencing with her television service, and apologize for the inconvenience this has caused. We are always happy to troubleshoot and contacting our Support team is the best way to get help from the WhiteSky team. We have looked through tickets from ******************, and cannot find any tickets for unit 346 or from the resident's email address. We would love the chance to resolve this with you directly, so please call our Support team at ************ or email ********************************* for further assistance. 
    • Initial Complaint

      Date:09/05/2024

      Type:Customer Service 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.
      I move to this apartment complex 5-22-24 and I work from home and this internet company is Trash. I can't do my job because of the poor internet connection this company offer. They can't seem to fix the issues. I need ******. I paid 50 a month and this internet has been trash since I moved to this apartment complex.

      Business Response

      Date: 09/24/2024

      We are so sorry to hear about the issues ******** has had with their internet service. We have done extensive troubleshooting with ******** since June, who would often ignore the specific questions our team asked, and reply days later. We have dispatched multiple technicians to her unit, who have observed speeds of ******* Mbps. The resident stated that these speeds were not enough for her, since she used to have Xfinity and receive speeds of over 1GB. The contract we have with the resident's community does not provide or advertise speeds over 1GB, and her speeds are well in acceptable range. We have replaced the wireless access point in this resident's unit as well and have informed the resident multiple times that using an ethernet cable for their smart TV would be ideal if streaming services continue to buffer. At this time, we are unable to proceed further, as the resident does not wish to troubleshoot with us. The resident pays her apartment complex a pre-set fee for internet service, and does not pay us directly, so we are not able to reimburse her. We encourage the resident to reach out to our Support team if the issues continue, and apologize again for any inconvenience this has caused.

      Customer Answer

      Date: 09/24/2024

       
      Complaint: 22244805

      I am rejecting this response because:

      Sincerely,

      *** *****
    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair 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.
      White Sky ******** has a monopoly agreement with my apartment building that no other ******** providers are allowed to provide ******** to residents. White sky does not allow my building to let us increase the speed of the ********, nor do they let us apply for any other ******** providers while they don't allow us to improve the speed or quality of the **************** for our own apartment, even if we explain that we need faster ******** for our work. White sky ******** is the worst ******** I have ever used, and there is no incentive via customer shopping around for better providers, for them to improve their service. They are acting as a monopoly in my apartment building, and my building says white sky will void the contract they have with the whole building if they allow us to install any other ********. This is a partially subsidized building for veterans and low income families. And they get away with preying upon low income residents and their building's greedy investors looking for a profit on working families who just want a quality livable environment. Please help.

      Business Response

      Date: 07/10/2024

      We are so sorry to hear about the issues **** has had with her service, and apologize for any inconvenience this has caused. We are always willing to troubleshoot should issues with service arise, however, we have no tickets or calls from ****, based on the information provided (name, unit number, phone number) in this complaint. Please reach out to our Support team at ********************************* or ************ if you are still experiencing trouble, so we can help right away. Additionally, we enter a contract with the property management group, and we have no control over what rules they decide to set for their community (billing price, if residents are able to get other internet providers, etc.,) but we would recommend **** reaches out to her property manager with any concerns about seeking alternative service. That being said, we want to help, and can solve most issues remotely if the resident calls us directly. Thank you, and we are sorry again for any trouble. 
    • Initial Complaint

      Date:06/24/2024

      Type:Service or Repair 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.
      Ive been living ******************** for 3 week. Starting July 1, 2024. Usually 2 times a week the WiFi stops working for one hour during the day and one hour during the night. Today Friday June 21, 2024 the WiFi has been out since 3 pm and its already 10:30pm. I work remote and its imposible to work with this WiFi. *** called over three times and they dont help they just tell me they are sorry and are working on solving the problem and have no ETA. They also say they open a ticket and they were going to email me and I never received an email or a text. This last call I had a minute ago they told me that the system was down so they could not check. I wish I could get another internet provider but Modera ************* makes you get this WiFi and say no other company is available I dont even know if that is legal. I just want this to be solved and hope ******************** lets me get another internet provider of my choice.

      Business Response

      Date: 06/25/2024

      We're sorry to hear about the issues **************** has had with his service since moving into his new apartment complex, and we are very sorry for any inconvenience this has caused. We have one ticket submitted from ****************, on Friday, June 21st. This is the only contact we have had with this resident. His service was impacted due to a larger issue with Crown Castle Fiber, who is the fiber carrier and manages the circuit at ********************. We do not own or manage this equipment, and any carrier issues are out of WhiteSky's scope of responsibility as per our contract with his apartment community. The carrier issue started on Friday, and ************ needed to send repair clews to pull and splice the fiber on Saturday, June 22nd. The repairs started around midnight on Saturday and were completed around 11 am Saturday, local time. 

      We do not enter into an agreement with residents directly, as we are a bulk service provider. We have a contract with ****************' community, and the ownership group sets the price for service. We have no control over whether or not the apartment complex will allow **************** to get another internet service provider, as that is not at our discretion. We encourage **************** to reach out to his property manager if compensation is desired due to the carrier outage, or to ask about any other alternative internet options. Additionally, if **************** is having issues with his Wi-Fi being slow/down multiple times a week, we encourage him to reach out to WhiteSky Support, as we have no record of any trouble with service in our system from this resident. Thank you. 

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