Complaints

This profile includes complaints for WhiteSky Communications, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

WhiteSky Communications, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WhiteSky Communications, LLC

  6451 McFarland Blvd Northport, AL 35476-3413

• 

  WhiteSky Communications, LLC

  2201 Lakeside Blvd Richardson, TX 75082-4305

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:05/20/2024

  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 won't say much I will just leave this here 1.No internet reported 12/30/2023, technician came 01/03/2024 issue resolved.2.No internet reported 01/26/2024, issue resolved 01/29/2024.3.No internet reported 02/12/2024, resolved 02/14/2024 4.No internet reported 03/08/2024 & 03/26/2024, resolved 03/27/2024 05.No internet reported 04/22/2024, issue resolved 04/26/2024 6. No internet reported 05/02/2024, issue resolved 05/15/2024 7. No internet again and it is only 05/17/2024.I am so angry and frustrated, words cannot even describe my thoughts. FYI I am stuck with them, went to leasing to complain about wifi and they are telling me they can't issue refund, while that is apart of the issue a flipping refund is the very very very least of my problems. I run a business and work from home. If this affects my livelihood any further, I won't have any other choice but to escalate this issue legally.

  Business Response

  Date: 06/05/2024

  We are very sorry to hear about the issues ****** has been experiencing with her service. We deeply regret any inconvenience this has caused, and know residents rely on a stable internet connection for work and leisure. 

  ****** seems to be having lasting issues with the equipment in her unit. Equipment going offline monthly is not normal, and we absolutely want to address this right away. We will be forwarding her contact information to a member of our Support team to do in-depth troubleshooting and get to the root cause of where the issue is coming from. We are sorry again for the trouble this has caused.

  Regarding a credit or reimbursement, we're afraid we are unable to offer a credit to ****** at this time. Our contract is with her property, not with the resident directly. The property sets the cost of how much their residents are billed on a monthly level. We have no ability to issue reimbursements to residents, since the money they pay goes directly to the property, and it is 100% in their power to issue a reimbursement. We recommend following up with the property regarding this.

  Our team will be in touch soon to resolve this matter directly with ******. Thank you. 

• Initial Complaint

  Date:04/30/2024

  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.

  Continuously locked out of may account which seems to be the only possibility of resolution. The people who answer the phone can't help you, they just create a ticket but no one calls you back. Thus, you get no resolution even on the most mundane simplest of issues which would take less than a minute to resolve.

  Business Response

  Date: 05/02/2024

  Hello,

  We appreciate the time ************************* has taken to reach out about this issue.

  We are unsure what system this resident is trying to log into; we do not have a portal or system residents at this property can log into. 

  After reviewing the ticket, it seems the resident has been trying to log into our internal support CRM, Zendesk. Residents do not have access to Zendesk, as this is our internal ticketing system. It appears the resident was trying to log in, and not getting password reset emails, since they do not work for us. The tickets mentioned seem to be Zendesk tickets, not WhiteSky tickets.

  The resident stated on May 1st: "I have already replied and called countless times. I spoke with Tier 2 representative *********************** yesterday as you can see. Stop contacting me. You have my move out information. I was told to call on 5/24 after I leave my ****** box with the apartment leasing office. Contact *********************** if you have any questions and stop harassing me."

  We do not need the resident's move-out information, as this is managed by the property. The resident appears to have been responding to our automated email notifications about updates to their ticket.

  There is not action required at this time, and no portal or system for the resident to log into.

• Initial Complaint

  Date:03/20/2024

  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 have experienced so many outages from whitesky. They are a bulk internet provider, and I have countless emails where my service was down for full business days. 8-15 hour time frames, multiple times a week. Over multiple months. There has not been a month without a significant outage that has impacted my quality of life, my work and my privacy. I also filed a complaint about how their service give non rfc compliant IP addresses, which is a cyber security risk. They also claim their support is US based, but I have had overseas support on multiple occasions. This is unacceptable. I have never in my life experienced such a terrible service in my life! This is a critical service. Internet access can not be down this long. I pay you for a service and you all continuously fail to deliver. Absolutely failed on your SLA and its only March.

  Business Response

  Date: 04/01/2024

  We are so sorry to hear about the issues ******************** has experienced with his service, and regret any frustration or inconvenience this has caused. His property, The *******, has experienced numerous outages from our upstream carrier, Segra, within the past few months. All of the outages at The ******* have been due to Segra, and not related to WhiteSky equipment. We have been working with the property ownership group to help facilitate a backup circuit with a different carrier, which would be a very helpful form of insurance against unforeseen and unpredictable events which can impact the primary circuit. After reviewing the outage history at The *******, all service disruptions that have recently occurred here are outside of WhiteSky's scope of responsibility, as they are due to carrier maintenance on the circuit, or carrier outages. If ******************** is asking for a credit, he should reach out to his property directly, as they set the rate for which he is billed monthly for our services. However, we have also requested a credit from the carrier (Segra) for the recent outages. If the carrier does approve a credit, it will be a prorated credit for the actual minutes of downtime experienced, and would be split equally between the residents, or in another appropriate way, as the property deems fit.
  

• Initial Complaint

  Date:03/18/2024

  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.

  Whitsky is the worst possible internet provider I have ever been with. I am a college student at *************, in an appartment off campus that uses whitesky. Our internet has been out for 2 weeks, i called, made appointments, got no help, other than a technician coming for 20 minutes to order parts. Its been 2 weeks with no wifi and this is ridiculous. Their support team is absolutely useless so theres no point in contacting them. Someone needs to get rid of this awful company for good.

  Business Response

  Date: 04/01/2024

  We are sorry to hear about the issues **************** has experienced with his service, and regret any frustration or inconvenience this issue has caused.  In this case, we received notice that multiple wireless access points were offline at Terrace View Apartments on March 8th, 2024, specifically impacting buildings 7000 and 7100. We dispatched a technician to the site promptly on March 8th, where we discovered that some equipment needed to be replaced, which was promptly completed. We replaced our equipment, but our technicians noticed that there was fiber damage to buildings 7100 and 7000, and we would need to have a new line pulled. While we are his property's ******** Service Provider, it is up to the property to make sure buildings are properly wired for service, and up to them to complete any fiber repairs. That being said, while fiber repairs typically fall outside of WhiteSky's scope of repair, as the property is responsible for hiring a low voltage contractor to make sure fiber is running as needed, in a show of good faith, we tried to repair the fiber cabling to help get residents back online as soon as possible. Due to the scope of the fiber cut (running from our main *** in building 6200 to buildings 7000 and *****), we were not able to make the needed repairs, and the property was advised to hire a low voltage contractor as initially discuss. This was communicated directly to property staff multiple times, however they were unable to find a contractor who could visit the site quickly. As another favor, our technicians went back to the property on March 25th, and were able to get buildings 7000 and ***** up on a temporary fix until the contractor could visit. This required ordering more parts and equipment. The property was able to get a low voltage contractor out on March 27th, and our technicians are returning today, April 1st, to confirm connectivity from the *** to buildings 7000 and 7100. The prolonged resolution here was due to the fiber repairs, which is outside WhiteSky's scope of responsibility, though we tried everything in our power to help the property get service restored as soon as possible. 
  

• Initial Complaint

  Date:02/28/2024

  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.

  This internet provider is unreliable. My daughter has been without internet for more than 3 days already with a technician going out sometime maybe tomorrow. This happens all of the time with them and they do not care. I want a refund for the days she was not able to access wifi.

  Business Response

  Date: 03/01/2024

  We are sorry to hear about the issues *******'s daughter has faced with her internet service. However, we are unable to reply to this complaint, as we have no tickets open with the contact information ******* has provided. We are unable to speak with certainty about what might be occurring at her daughter's residence. If assistance is still needed, please reach out to our Support team with further details. It would be best if *******'s daughter contacted us directly, so we could troubleshoot with her directly, if assistance is still required. Thank you. 

  
  
  
  
  

• Initial Complaint

  Date:02/02/2024

  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.

  Whitesky internet has been some of the most unreliable and slow internet I've had the displeasure of using. Some nights it will be tolerable and run somewhere between ****mb down and 10mb up, and some if not most nights it will be between 2-5mb down and 1-3mb up speeds. It's extremely agitating when trying to do work or complete downloads with such ineffective internet. Unfortunately, I don't get a choice in internet provider at this apt complex and they've decided to go for the cheapest they could find with this lackluster internet provider. I hope WhiteSky sees this and does something to fix their spotty connections at ***************************** Apartments

  Business Response

  Date: 02/06/2024

  We are very sorry to hear that Mr. ******** is not satisfied with our service, and we deeply regret any inconvenience this has caused. While we did have a recent outage with our fiber carrier, we have never received any phone calls or tickets from Mr. ********. Since we were not aware this resident was facing any issues with his service, we have not had the opportunity to fix things. We would be happy to troubleshoot ************************ issue further, as there could be a number of reasons a speed test could be indicating slow speeds. We encourage this resident to reach out to our Support Team so we can properly assist.
  
  
  

• Initial Complaint

  Date:12/26/2023

  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 that uses Whitesky as the only choice (also mandatory monthly fee) for an internet provider. I had no issues for the first two weeks and then the service showed a serious degradation in upload/download speed. I called and they did something (didn't specify) to rectify the problem, but it returned about a week later. After calling again, they, again, did something to fix it, but that lasted less than 24 hours. Thoughout the last week, I have called several times and each time I speak to a very friendly tier 1 support person who apologizes politely and tells me they have escalated my issue to tier 2 (network). During this past week, I have had only one evening where I could watch a single streaming video without pausing and buffering. I also work from home and my on-line calls drop audio even though I avoid video. The last two days I have been told I would have follow up from tier 2, but that has not happened. Clearly something is wrong or the problem would not have recurred as often as it has. This is by far the worst broadband internet experience I have had. And while the support people are very nice, my problem still persists. Now I face a holiday weekend where my internet can't even support a single streaming device. I am a very reasonable consumer and I don't expect a perfect record of uptime, but this is unacceptable and I have lost patience with the lack of follow up as we approached this holiday weekend. Normally I would not resort to a complaint with BBB, but having read some of the other complaints, this seems like it may be the only way to get this company's full attention. I believe I still have an open ticket for this T-******* if that is helpful.

  Business Response

  Date: 01/03/2024

  We're sorry to hear about the issues **************** has experienced with our service. The resident opened ticket #******* on December 18 at 4:08 pm. Basic troubleshooting was performed, and the unit equipment was rebooted. On December 19 at 9:04 am, the resident informed us they were still experiencing difficulties. On December 19 at 2:55 pm., our team called the resident, completed a level 1 checklist, and escalated the ticket to Tier 2. Tier 2 called the resident on December 20 at 01:41 pm, completed the level 2 checklist, and escalated the ticket to the networking department. 
  
  On December 21 at 11:34 pm, the networking department emailed the resident asking for verification that the connectivity issue was resolved, and the resident replied on December 22 at 6:31 am that the issue initially improved but was back to a degraded status. During this time, our team was able to identify that equipment needed to be replaced at the apartment complex, as it was causing issues for multiple residents. Our Tier 1 team called to follow up on their email on December 22 at 6:51 am. The resident emailed in again at 12:39 pm and 9:03 pm. The resident called in again on Saturday, December 23, and spoke to Tier 1 again. They were informed of the escalated status of the ticket and that the ticket was linked to a larger site issue. On December 26 at 5:17 pm, we identified a server connection failure and escalated the ticket to the networking department. On December 27 at 10:37 am, the networking department determined that the building equipment was failing, and that failure was directly impacting the residents unit. A work order was submitted, and the ticket was escalated to dispatch.  At 12:15 pm December 27, Dispatch ordered replacement building equipment, and ************** was able to service the property on 12/29. The issue has been resolved, and we have not heard back from the resident. 

  If **************** is still experiencing issues, please reach out to our Support team, so we can get things sorted as soon as possible. Thank you. 

• Initial Complaint

  Date:12/13/2023

  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.

  On 12/10/23, around midnight, my apartment unit's wifi went out. On 12/11/23, I called at 4:17 PM regarding the issue and was assured that the issue would be "escalated" and that it would be resolved soon. After not receiving any communication for almost 24 hours, I called once more on 12/12/23 at 12:40 PM and asked for an estimate as to when a technician would be able to come investigate the issue. I was only told "soon". I submit another help request through the website and it was closed by a support member named ***. *** did not contact me or offer assistance in any way or manner before closing my request. Our wifi has now been out entirely for multiple days at a time TWICE in the span of less than a month. It is finals week and we are unable to study without wifi; I have expressed this urgency to the support members I have talked to and yet I have still not received any communication or help.

  Business Response

  Date: 12/27/2023

  Good afternoon, 
  
  We extend our sincere apologies for the inconvenience experienced by *********************** regarding our service.
  
  *********************** initiated ticket #******* on December 11 at 5:20 PM, which prompted a level 1 wireless checklist completion. The ticket was subsequently escalated to Tier 2. On December 12, additional tickets, #******* and #*******, were opened and merged into the primary ticket, #*******, closing the duplicates. This served as the central record for issue tracking. On December 14 at 12:25 am, a Tier 2 agent identified offline equipment and promptly generated a dispatch work order. Dispatch, on December 14 at 9:26 am, received and scheduled a technician appointment. The dispatched technician successfully restored services to the unit at 11:30 am, following their dispatch at 10:15 am. A confirmation email for service restoration was requested on December 14.
  
  Regrettably, ticket ******* automatically closed on December 20 at 1:03 pm due to a lack of response from the resident.
  
  Since then, we haven't received any further complaints or issues related to this matter.
  Thank you,
  
  ***********************
  Sr. Manager Customer Operations
  **********************, a RealPage Company 
  *********************************************************************************;
  www.whitesky.**?|?www.realpage.com 

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service 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.

  I have been calling everyday every few hours trying to get my wifi to work. I called around 4-5 times before I got to tier two. He was very friendly and tried to help a lot. However I had to go to their network team in teir three. My connection is working but my internet is not. Company refuses to call me back with any updates or when my service I pay for will work. It hasnt worked since I moved in a few days ago. No calls on my phone or email or spam from them. Company is not reaching out with any answers. Still calling every day every couple of hours. Will seek lawyer repercussions here in the next few days. From every review Ive read this company does not tend to help theyre customers but I will invest whatever I need to in court to make sure Im not taken advantage of in any way. Worst internet experience Ive ever had so far.

  Business Response

  Date: 11/10/2023

  We're so sorry to hear about the issues **** has been having with his service. His issue needed to be escalated to our NOC team, where one of our managers was able to determine that we needed to dispatch to ****'s unit, after none of the changes he made were helping **** connect to the internet. Once onsite, the technician was able to install a new wireless access point, since we were unable to fix the one in ****'s unit. Since installing the new AP on 11/9, the resident has been able to get online, and we have not heard back regarding any issues. We're sorry again for the trouble, and are pleased to report that everything should be working fine from this point onwards. 

  Customer Answer

  Date: 11/10/2023

   
  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:11/06/2023

  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.

  We have WhiteSky Internet through our Apartment Complex and every night at around 8 pm, our internet speed plummets from about 200/300 Mbps to about 3 Mbps and does not return to normal speeds until after midnight. It is supposed to be a dedicated Fiber Optic line so our speeds should not reduce unless someone in our own home is using the internet, but no one else is and therefore, our speeds should not drop so low. We are unable to stream any videos during these hours or if we do there is a lot of buffering or it is in terrible quality or both. We have had an open ticket for 5 days now and it was finally escalated so that a technician can call us. A technician called today, but I was at the office and could not answer. I updated my ticket when I came home on Zen Desk and asked that they call me at 9 pm at night since they posted on the ticket that they have technicians available until 2 am. No one called us, so I called the ************ number that was left in our ticket by a customer service agent and we spoke to an agent and to a manager and both told us that they cannot do anything but update our ticket. They cannot connect us to a technician and there is no phone number to provide us to call a technician. They cannot see the technician's call schedule or schedule a call for us. They cannot even see or tell us what speeds we are supposed to have on our current plan. Essentially, people at the support center are for all intents and purposes, useless (not their fault but by design of the company's policies, they are useless). What we want is simple. We want a technician to call us and repair our network and resolve our issue so that we have the speeds that we are supposed to have so we can actually stream videos at night when we are actually home and want to watch our shows, movies, sports, etc. Anything other than "We can't help you and we do not know when someone will be available to assist you." Anything but that as a response, please.

  Business Response

  Date: 11/10/2023

  We're sorry to hear about the issues ******* has been having with his service. Our Tier 1 team was not able to troubleshoot with the information we were provided with, which caused *******'s ticket to become escalated to our Tier 2 team. We tried to reach him numerous times, but we also want to make sure we are able to speak with him during the time of day the issue is happening (8 PM to around Midnight). As of right now, the resident is out of town and unable to troubleshoot. We have a callback scheduled for 11/13, when ******* is back in town. Looking forward to resolving this matter swiftly.