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:10/20/2023
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.
I submitted a ticket to their "Tech support" team weeks ago. They have barely offered any support since that time, while my internet continues to disconnect while working. As someone who works from home I am dependent upon good internet. Weeks have went by, with no real help. I don't think it is too much to ask for the internet people, to provide internet that works.This company is rated 1 star on BBB, and on ****** reviews for a reason. I would highly recommend that if you are considering using WhiteSky to seek an alternative. Even spectrum would be better.Business Response
Date: 10/25/2023
We're sorry to hear about the issues Dakota experienced with their service. We attempted to troubleshoot with the resident, but we needed specific information from the resident's device that they were unwilling to provide to us. The issue was impacting the resident's work computer, and we received this response: "Ive spoken with my manager and have been advised that I cant share data from my computer due to potential security issues." This made the issue more difficult to resolve sooner, but after digging, we were ultimately able to figure out ******'s work laptop was roaming aggressively to nearby wireless access points (APs in other units in his building), and when it was doing so, ****** was losing connection. We explained that ****** would need to contact his job's IT department, because roaming often occurs when Windows devices have out-of-date drivers. This typically fixes the issues 99% of the time, but in this case, ****** was still having issues. We needed to schedule a site visit and have a technician move the location of his wireless access point. Since the technician visited, ****** has not experienced issues. The following feedback was left about **************, from Dakota himself: "I just had the tech come out that you sent and wanted to tell you how great he was. Professional kind and explained what he was doing and why he was doing it. Im hopeful this does the trick, but wanted to provide feedback on his stellar customer service."Initial Complaint
Date:10/11/2023
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.
My roommate called WhiteSky about a month ago now about the ethernet ports not working in our rooms at our apartment, and he told them about the horrible speeds of the internet. The customer service Rep told us she would dispatch a technician to come between September 5-8 between the hours of 8am and 8pm. Im not sure what kind of window that is. It is quite ridiculous to give such a large window and never send anyone out to assess the issue. This isnt my first issue with companies like this. They collect their payments from the main office of the complex and do not care to provide a useable service. Im sick of companies like this walking all over their clients because they can. I will escalate this as much as I can to help eliminate issues from other customers who think this is ok.Business Response
Date: 10/25/2023
We're very sorry to hear about the issues **** has been experiencing with his service. ****'s roommate, *****, called on August 30th about issues with his ethernet port. Our team reached out multiple times to gather more information and troubleshoot further, but ***** did not reply, and the ticket was closed due to non-response. We do gather availability on the off chance we require a technician to be dispatched, which is why we asked for larger blocks of time; once a technician is scheduled, we narrow it down, and let the resident know a technician will be visiting on X day between the hours of 12 PM and 2 PM, for example. In this case, we never confirmed that we would be dispatching a technician - we simply asked ***** for availability, in case we did need to schedule someone down the line. Jack's property manager called in on September 18th to report that **** was still having issues and that a technician never showed up, but again, WhiteSky never schedule a technician, because ***** did not reply to us during our multiple attempts to troubleshoot further. After the property manager reached out, we tried to get in contact with ****, who never replied to our calls or emails on September 18th. Again, we're sorry for any trouble. If the residents are still having issues, we ask that they please reach out to our Support line so we can assist them promptly.
Customer Answer
Date: 10/31/2023
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:10/10/2023
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.
For the last 3 weeks my internet has been completely unusable. For 8 days straight I had absolutely no connection and for the last 2 weeks my internet has been cutting out or going offline for days at a time. The companies support is extremely unhelpful and will transfer you to an answering machine if you ask to speak to a higher up. This company resells bandwith from **** and purchases packages with such low amounts of bandwidth that when an apartment complex worth of users tries to connect they run out and the site goes down. Their hardware is also installed improperly leading to residents being assigned ***** ipv6 addresses for no reason. When a technition is sent out, they dont send out a whitesky representative instead they hire 3rd party techs that dont understand their hardware at all leading to extremely long times to get anything fixed. Overall this company is extremely unprofessional, unmotitivated to fix issues, and will waste your time and money if you engage with them. Under no circumstance should you purchase service from this provider.Business Response
Date: 02/21/2025
Good Afternoon,
We apologize for the frustration and inconvenience caused by the internet outages in 2023. 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 September 22 outage was caused by a failed switch fan in the building, which was promptly replaced and installed by our technician, restoring service on September 28. Additionally, the October 9 outage was due to a carrier issue, specifically a problem with our carrier's hub. We opened a ticket with our carrier (Ticket ID: ********** and they dispatched a technician who resolved the issue on their end, restoring service on October 11.
Again, we do apologize for these matters 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.
***** ******
Sr. Manager - Customer Operations
**********************, a ****************?
***********************;| ********************
*****************************?|?****************?Customer Answer
Date: 02/21/2025
Complaint: *****************************************************************************************************************************************************
I am rejecting this response because:
It took 6 days to resolve an issue caused by a switch fan module, your network design should include spares of not only fan modules but the switches themselves, its unacceptable for it to take longer than 2-3 business days to resolve this issue. While I understand that you cannot control problems on AT&Ts end being more upfront about who is causing the outage will alleviate headaches for every resident and the staff having to deal with their complaints. Network designs are meant to be redundant and reduce single points of failure and if a single switch fan module causes week long outages there is a problem. Also I dont think your time line matches up as I have receipts of the multiple weeks in a row my connection was down. Im glad there hasnt been any problems since but this doesnt excuse poor planning for redundancy and spares.
Sincerely,
********* ******Initial Complaint
Date:10/09/2023
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.
This has to be the worst service i have Ever encountered. I have Been trying to get my Ethernet port to work for the last 3 weeks since i have Moved in and i have Called over 15 times. You guys take no a countability for your poor service. All you do is make a ticket number and say we will return your call and nothing happens. There is no management to speak with if you ask me this is a s***** company i dont Even know how they are in business i have Never witnessed something like this before it is horrible. I would Never recommend this company to anyone stay far away.Business Response
Date: 10/20/2023
Were sorry to hear about the issues ****************** has had with our service. We were able to resolve ****************** wireless connectivity issue, but his ethernet problem needed further and more extensive troubleshooting. We are sorry for the back-and-forth and delay in scheduling a technician, but onsite visits require coordination between many moving parts and teams. The issue was fully resolved on 10/18 and ****************** has been able to use his ethernet port since this date.Initial Complaint
Date:09/25/2023
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.
It has been now over 4 days since I've been without wifi and talking to the technical support for White sky has been the most horrible experience of my life. They use several buzz words like "higher tier" "escalate" when they do nothing. I called Thursday and was told they were working on it and received the same Friday and Saturday. It's so unorganized and so obvious they don't care. I would rather have satellite wifi than have white sky. It has been the worst customer support and technical support I've ever experienced and I wouldn't wish this on anyone. The amount of work I've had to go through to get them to tell me dispatch isn't even open on the weekend is insane. I don't understand how this place is in business. I have never had any issues with customer service before and this one is awful.Business Response
Date: 09/27/2023
We're sorry to hear about the issues ******* has been experiencing with his internet connection. On 9/21, it was brought to our attention that an offline access point was preventing ******* from using his personal wifi network in his home, though he was still able to get online using the public wifi network. Our technicians work Monday through Friday, and on Monday, 9/25, one of our technicians was able to visit the property and get ******* back online. This was the fastest we were able to get a technician out to *******'s area. We understand that this delay was frustrating, and we're sorry again for the trouble.Initial Complaint
Date:08/30/2023
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.
For the past three weeks my roommates and I have been without wi-fi at ********************** **********. I called the day I moved in, called each week since, and nothing has been done. I have never been called back. I have never been given a timeline. We are paying for wi-fi. Every time I call, I am told the issue is being moved to a higher priority usually that being Tier 2 but that has not produced any results. I have asked for a timeline, a plan, anything regarding what is wrong and how they are going to fix it. I have gotten nothing. I am very disappointed and frustrated.Business Response
Date: 09/18/2023
We are very sorry to hear about the issues ***** has experienced with our service. We know how important it is to be able to get online, and how frustrating it is when a fix is not offered immediately. ******* property experienced fiber damage, which is something outside of WhiteSky's control. The fiber carrier has been onsite multiple times in the past month trying to repair the fiber as quickly as they can, but there was extensive damage. The fiber contractor is in the process of repairing service to the building, and we will contact this resident with an update as soon as they provide one to us.Initial Complaint
Date:06/26/2023
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.
For the past three days, my roommate and I have been without internet connectivity, severely disrupting our daily activities. Despite contacting WhiteSky's customer service multiple times, we have received no resolution or updates on our complaint. We were repeatedly assured that our complaint was escalated and that our internet service would be restored promptly. However, the promised restoration by the end of the day did not happen, and we received no communication about the status of our complaint. Today, during another call with a representative named Summer, we encountered further frustration and negligence. When I requested to speak with someone who could better assist me and provide the contact information for the high-tier support team. Summer was unable to fulfill my request stating she cannot provide a direct number. Instead, she placed me on hold for an extended period, ****** returned to call and stated she will transfer my call but before she does, she requested my number just in case the call get disconnected. I stated to her that needed to ensure that the call was not disconnected because they will not call me back. Because I have yet to receive a call back. Summer placed me on hold again and return to the line and said there is no one available to take my call. I said, so basically you were going to transfer me knowingly theres no one available and the call would potentially get disconnected. Summer did not even deny what I stated. This led me to question the intention behind the proposed transfer, as ****** did not deny the potential disconnection of the call during the transfer process. When I requested to speak with ******'s manager or a team lead, I was informed that they were unavailable. Furthermore, when I asked for the corporate contact number, Summer placed me on hold again, only to admit she did not have the number. leaving me with no recourse but to request a call back.Business Response
Date: 07/10/2023
Ticket # ******
On June 22nd at 2 PM, ****** called in to report that the Wi-Fi in her unit had not been working for 2 days. We immediately escalated her ticket to our higher tier for further troubleshooting. Escalating a ticket to a higher tier can take time, depending on agent availability. However, we were able to assign a Tier 2 agent to Ceannas ticket immediately, and by 3:00 PM on the 22nd, we had our Tier 2 team further investigating the issue.
Our Tier 2 agent was able to determine that each floor in Ceannas property had the same access point down, and it became necessary to escalate the ticket further to our Tier 3 (network) team. We were not able to promise a restoration time/date, but we did assure the customer we were working on the issue as fast as we could. The ticket was escalated at 3:19 PM. At 5:16, ****** called back in for an update, but we had none at that time.
On June 23rd, ****** called in twice more, and we regret that we did not have an update to give at this time. Our network team was still working on resolving the issues with the access points at the property. Because this was a multi-unit issue, our team needed more time to troubleshoot and fix the problem. When the customer called back in, they were connected with our Tier 1 team again, but wanted to speak to Tier 2. At this time, the ticket was no longer with Tier 2, so speaking to someone on that team would not provide the answers Ceanna was looking for.
Our Tier 1 representative, Summer, should not have placed Ceanna on hold for an extended period when no update was able to be relayed, and should have communicated that it was impossible to be connected to Tier 2 at that time. This has been addressed with the agent in question, but we are very sorry for the inconvenience caused.
On June 27th, the issue was fully resolved at the property. We reached out to the customer to ask her to confirm if her services were back online but did not hear back.Initial Complaint
Date:03/17/2023
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.
This company provides internet access to my apartment complex and continually has issues. Having issues is normal, no problem with that. The problem is when they have a major internet outage (happens almost monthly now) it takes DAYS for them to restore service. They dont provide ETAs or anything. ****************** that does not care about providing consistent internet to their customers.Business Response
Date: 04/06/2023
We apologize for the issues Mr. ******* has experienced with his services. At WhiteSky we strive to provide the best possible service, and we regret that this was not Mr. ************ experience.
Mr. ******* initially contacted us on October 21st, 2022, to report that his internet services were not working. After troubleshooting with our Tier 1 team, his ticket was escalated to Tier 2 for further investigation. It was later determined that his service issues were caused by a piece of equipment that lost power. On October 22nd, 2022, our team attempted to call the property where Mr. ******* resides in order to get power restored to the equipment. But the call went to voicemail, and the property was not able to assist. On October 23rd, 2022, our team was able to contact the property, and power was restored to the equipment providing internet to Mr. ************ residence. On October 26th the ticket was closed due to no response from Mr. ********************* November 6th, 2023, Mr. ******* reported an internet outage. Upon further investigation by our network team, Mr. ******* was impacted by a larger outage at the property caused by a failed piece of network equipment. A technician was dispatched to replace the equipment and restore services on November 17th, 2023. Our team and Mr. ******* maintained communication during the repair process.
An internet outage occurred on February 6th, 2023, due to failed piece of equipment at the carrier data center servicing Mr. ************ residence. The outage was resolved by the carrier on February 7th, 2023, our team contacted Mr. ******* via email, informing him that the issue was resolved.
The last time Mr. ******* called ** to report internet connectivity issues was on March 12th, 2023; after troubleshooting with our Tier 1 team, his ticket was escalated to Tier 2 for further investigation. It was later determined that the service issues were due to a site outage caused by communication issues between ours and the carrier's equipment. Once the outage was resolved on March 17th, 2023, we followed up with Mr. ******** On March 19th, 2023, He informed us that his internet issues were not fully resolved. Then, our Network Team made some adjustments to the access point in Mr. ************ residence to resolve his services fully. On March 20th, 2023, we attempted to contact Mr. ******* to confirm his services were restored and reached out via email for 2 more days before the ticket closed due to no response.
Initial Complaint
Date:03/09/2023
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.
I pay $110/month for this mandatory WiFi through my apartment complex. We were promised high speed cloud WiFi, however, the WiFi is down every other week. Last month I was left for 3 days without WiFi. ******** care could not provide me with any solutions to fix the issue. The WiFi in the airport is 100 times better. This business practices on false claims and should be investigated accordingly for false advertising and price gouginglook up other reviews, their product across the board does not work anywhere.Business Response
Date: 03/18/2023
Good Evening,
We apologize for the issues ****************** has experienced with her services. At WhiteSky, we strive to provide the best possible service, and we regret that this was not Ms. ******** experience.
****************** initially contacted us on January 18th, 2023, to report that her internet services needed to be fixed. The agent advised her that her issue was part of the site outage caused due to a fiber wire cut by another internet provider working in the area. The outage affecting ****************** was resolved on January 18th, 2023. At this point, our team sent an email to ****************** to verify connectivity But, the ticket was closed due to no response from *******************
****************** also contacted our support team on February 10th to report internet issues affecting all devices. After troubleshooting with our Tier 1 team, her ticket was escalated to Tier 2 for further investigation. On February 13th, 2023, our Network Team made some adjustments to her Access Point to restore her services. ****************** confirmed that her services were restored on February 14th, 2023.Initial Complaint
Date:12/12/2022
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.
White sky came to install their new wifi in the complex throughout the past week. During that time it worked just fine and everything was smooth. Then on Thursday the ethernet was cut and the wifi they installed started becoming faulty and disconnecting devices at random. White sky refused to send a team to fix the issue on Friday. Customer support has tried their best but they have no power over this at all. Management needs to step up and fix this issue. There is a whole complex of angry college students who have exams next week with one of the most unreliable internets I have ever experienced. I am really hoping they resolve this issue with haste. Many members of the complex made calls on Friday which were ignored and just told that they dont know when the issue will be fixed. At first we were told that they were doing an update that would take an hour or so. Then the complex told us to call whiteskys customer service because they had disconnected the ethernet then went home. This issue needs to be fixed with haste.Business Response
Date: 02/21/2025
Good Afternoon,
We apologize for the frustration and inconvenience caused by the internet outage in 2023. 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 December 9, stating that her ethernet was not working. At the time, we were in the process of upgrading our equipment at the property, which unfortunately caused interruptions to the connection. Our installation team worked diligently to complete the upgrade and restore service as quickly as possible. We are pleased to report that the installation was completed on December 20, and the consumer's services were confirmed to be restored. We have not received any further tickets or complaints from the consumer since then.
We apologize again for the inconvenience caused by the outage and appreciate the consumer's patience and understanding as we worked 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.
***** ******
Sr. Manager Customer Operations
**********************, a ******** Company?
***********************;| ********************
*****************************?|?****************?
WhiteSky Communications, LLC is NOT a BBB Accredited Business.
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