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:12/09/2022

  Type:Service or Repair 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.

  My son has been trying to get his Ethernet and cable hooked up since mid September. They first had the wrong apartment number so instead of calling they just left. They now have been out twice in the last month without successfully installing the modem for cable or Ethernet. We have been calling for a few weeks and we can not get anyone to return a phone call to let us know when this issue will be resolved. We get the standard email , sorry for the inconvenience and we will work on it as soon as we can. We absolutely get nothing from them. We are paying for a service we are not able to use .

  Business Response

  Date: 02/24/2025

  Good Afternoon, 
  
  We apologize for the frustration and inconvenience caused by the delay in getting the consumers sons Ethernet port working. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  
  Were afraid we are unable to investigate this complaint further, since we do not have the consumers sons contact information and cannot find any tickets or phone calls with the contact information this reviewer provided.  
  
  We apologize again for the inconvenience 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.? 

• Initial Complaint

  Date:12/01/2022

  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.

  My daughters are in school at ***************** and have been living at ******************* since 8/2019. They have had cable and internet problems constantly since then and have lived in 2 apartments so its not just the unit. I call and email whitesky all the time. This time they have been without cable for 3 days and the only response I get from whitesky is they have elevated my request. I have contacted creekside as well and the only response they have received is its been marked important. The internet gores out at least 20 times a day on average and the cable goes out a lot as well. We have had techs out about the internet and cable but it still is horrible. I have been told my an employee at whitesky that creekside needs updates to support the internet and cable but apparently either whitesky or creekside is not willing to do it. I pay for reliable internet and cable in HOA fee and am not getting it. My kids have to leave home often to have internet to do their homework. Please help! Thanks!

  Business Response

  Date: 02/24/2025

  Good afternoon,
  
  We apologize for the frustration and inconvenience caused by the recent internet outages impacting the consumers daughters ability to do schoolwork. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  
  The consumer has opened multiple tickets with WhiteSky due to cable and internet issues over the years. Unfortunately, it is difficult to troubleshoot remotely when we do not have the residents in the unit available to do so and are hearing information from a third party (in this case, the consumer).  
  
  The property the consumers children live at is responsible for maintenance to their own networking and cable equipment. Around the time this complaint was submitted, the property needed to hire an HVAC technician to repair air conditioning in the network closet, which was impacting service across the property. This happened multiple times around the time this complaint was submitted, and WhiteSky worked with the property to remind them of the importance of taking property care and maintenance of the equipment.  
  
  Additionally, the propertys equipment was EOL (end of life) for some time, and despite WhiteSky urging them to upgrade to support the resident population at their community, this upgrade did not happen. Because the property is responsible for upgrading the Wi-Fi infrastructure as per their contract with WhiteSky, this was out of our scope of responsibility.  
  
  We apologize for the amount of time the consumer has spent submitting tickets to WhiteSky, and we have not heard from the consumer since 2023.  
  
  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. 

• Initial Complaint

  Date:11/30/2022

  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 currently live at ******************** as a ** student and expected the internet to be reliable, especially with exams and finals coming up. I was wrong.Our internet went out one week ago, at the start of thanksgiving break. It is out for the entirety of Building 13 but the rest of the complex is fine. We called our complex the next day and had them submit the request to fix it. Im not sure what else went on via correspondences between my roommates and property management, but a technician allegedly came out on Saturday (3 days after the confirmed outage) to check the problem out. Come Sunday, we still dont have internet. I went to the office to ask what happened; I was told that Whitesky needed to come back Monday with the proper equipment needed to fix the problem.Monday rolls around. I call Whitesky again because, as of midday, still no internet. I am told theres currently a tech on-site working on the issue. Now we get to today (Tuesday). The internet is still out, and has been for exactly one week. I call Whitesky again. Im told that some fibers need to be replaced for our building, which takes a professional. I was told it is unsure whether a technician is even coming out today to work on the issue and that there is currently no estimate as to when it will be fixed.This is ridiculous. We are college students. We have finals coming up. There is zero sense of urgency here.

  Business Response

  Date: 01/12/2023

  Good Afternoon,

  We apologize for the inconvenience ******************** experienced with her internet connection at The Hideaway in ***********, *******. We were first alerted to an issue in building 13 on November 23rd, 2022.Upon contacting the property to determine if there was power to the communications closet, we were informed that no one would be available to assist as the property was closed for the long Holiday weekend.

  We dispatched a technician on Monday, November 28th.The technician found that a landscaping crew had been working in the area of the building on November 23rd and had accidentally damaged the fiber-optic cable for that building. Unfortunately, we are unable to repair this type of damage, and the property was notified and began arranging for repair. We were able to install a temporary fix on December 2nd to restore connectivity for ******************** and the other residents of this building while the property continues to seek repairs on the broken fiber.

  ******************** initially contacted us on November 29th and was notified of the issue in her building. She contacted us again on December 1st for an update. We notified ******************** that we were able to restore services to the building, and her ticket was closed on December 14th.

  
  Thank you,

  ***********************

  Customer Support Quality Manager

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair 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.

  Horrible service is unreliable and goes down for hours on end. They require you register every device that connects to the internet with them. There are constantly connection problems. Whenever I call customer service I get someone working from home with dogs barks and/or kids making noise in the background. They literally cannot help at all. They have no diagnostic information and frankly are difficult to understand due to heavy accents. So they say they are going to escalate the ticket which means nothing. They never follow up. The one time I was actually transferred to this high support they werent any more helpful. They said their capabilities were also very limited and that I would need the network team who cannot make outbound calls to talk to me. No follow up, no technician, nothing. The entire internet (reviews, complaints here, etc) all say the same thing. That we are having horrid connectivity problems and nothings being done. I dont think we all have the same problem, its on their end. But they wont take responsibility, instead I have to argue over and over that restarting the router again wont help. This is the worst ISP I have ever come across. It is literally terrible. There are times when it works and does a decent job. But it goes down often and goes down hard. Seriously their tech support is a joke. And the terrible service is not funny.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair 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 contacted this company NUMEROUS times to ask when my Ethernet ports would be fixed, as mt apartment lacks any working ports. FIVE TIMES, i have called the company but they always hand me off to another company or just say they are busy at the moment. This is absolutely ridiculous. It has been two weeks since the issue has happened, yet it seems no resolution will happen anytime soon.

  Business Response

  Date: 02/24/2025

  Good Afternoon, 
  
  We apologize for the frustration and inconvenience caused by the delay in getting the consumers Ethernet port working. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  

  The consumer contacted us on October 28th, 2022. After remote troubleshooting, WhiteSky determined we would need to send a technician to the property to troubleshoot the issue with the Ethernet port. After collecting availability from the resident we dispatched a technician on November 10th. 
  

  WhiteSky's technician needed to remount the ** and re-terminate the home run in order to bring the equipment back online, which resolved the Ethernet connectivity issue the consumer was experiencing.

  Again, we are very sorry for the trouble but 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. 
  
  

• Initial Complaint

  Date:10/07/2022

  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 have white sky included in my rent and it is provided by the apartment complex I live in. When i asked one of the front desk assistants about my wifi issue he said that they would handle the issue quickly. He was VERY WRONG. I have spent over 8 hours altogether on the phone with white sky at this point. I have sent them several emails that they never respond to. I was without wifi initially for a whole week which is terrible because I am a law school student. I kept calling and they kept sending me to tier 2 which wasn't helpful because it is the technicians who are slow and unresponsive but no one has any other form of getting in contact with them. I finally got someone out here, but the kicker is that I DIDN'T KNOW THEY WERE COMING the just popped up on my doorstep. He came and fixed, a nice guy, but everything worked for only 2 hours. Now I am going on week two without internet again as I cannot connect to my internet. ******** services say there is nothing they can do and no one is responding to my emails.

• Initial Complaint

  Date:09/26/2022

  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.

  My roommate and I just moved into our new apartment about over a month ago. We’ve already experienced more than 2 outages with our WI-FI. Not only do we live in college apartments (which means we have tons of college homework to do) but we BOTH also work from home and the inconsistency of our wi-fi connection is absolutely discouraging and frustrating. If we are unable to connect to the internet, we cannot work. If we cannot work, we don’t get paid or can lose our jobs. It’s extremely important to us that we have internet connection not only for school purposes but for work as well. We understand that outages happen but there has to be a fix. There has to be a quicker fix. The wi-fi hasn’t been working since 2PM, it is now 9PM. We do not pay our bills to have these issues. We are paying you guys to make sure you do one thing: provide efficient wi-fi. If that is not provided consistently, then why are we paying full price, monthly? PLEASE look into this as this situation not only jeopardizes our school, but our jobs as well. Thank you.

  Business Response

  Date: 02/24/2025

  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 outage flagged in this complaint and can provide the following details. The September 24th outage was caused by the power supply to the network switches being turned off. Power to equipment is the responsibility of the property, and outside of WhiteSkys scope of control. However, we dispatched a WhiteSky technician on 9/25, who was able to reset the power supply on the propertys behalf, which brought the switches back online. Our technician made sure to educate the property staff on how to manage and handle the power supply properly. 

  As the consumer is requesting a reimbursement, we encourage them to reach out to their property management directly. WhiteSky does not enter into contracts with, nor do we bill, residents at this apartment complex.
  
  Again, we are very sorry for this outage but 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.
  
   

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair 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.

  The apartment complex I live in uses White Sky as an internet provider. I was told it was reliable and there had been no complaints. This is the second occasion upon which the internet has gone out. During the previous occasion, I was offered customer support at 6 AM after I’d filled out the online support for AND called customer service. When I responded at 8 AM, I never heard back from anyone about resolving the issue. On this occasion, I called customer support. The agent was nice enough, but, due to the fact that I’d been the only person from the complex to call at the time (it happened less than 5 minutes before I called, and I was actively WORKING from home when the internet went out), he suggested that it was my work device. NONE of my devices can connect to the internet at this time. This is interrupting my workday. This is an inconvenience. I would rather not use their service and pay for my own internet through a more reliable provider. I’d don’t care that I’d pay more than $35/month. In this case, it seems that you get what you pay for. I’d rather not pay for unreliable internet service. This is disappointing. If there is ANY way I can get my own internet service through another company and STOP using white sky, I would GREATLY appreciate it.

  Business Response

  Date: 09/27/2022

  Good Afternoon,
  We apologize for the issues Ms. ****** has experienced with
  her services. At WhiteSky we strive to provide the best possible service and we
  regret that this was not Ms. ******’s experience.

  Ms. ****** initially contacted us on September 22nd,
  2022, to report that her internet services were not working. After
  troubleshooting with our Tier 1 team, her ticket was escalated to Tier 2 for further
  investigation. It was later determined that her service issues were part of a
  larger site outage caused by a power supply that failed following power events
  at the property. We dispatched a technician on September 23rd and
  were able to restore services for the property.

  Upon following up with Ms. ******, we were informed that her
  services were still not working after the larger outage was resolved. Her
  ticket was escalated to our Network Team for further investigation on September
  23rd. It appears that while the ticket was awaiting updates from our
  Network Team, Ms. ******s services came back up, but went out again on
  September 25th when she contacted us to report the issue. On
  September 26th, our Network Team made some adjustments to her Access
  Point to restore her services. Ms. ****** confirmed that her services were
  restored.

  WhiteSky provides a bulk internet service for the community
  in which Ms. ****** resides. This is something that the property has contracted
  us to install, manage and maintain. The ability to install individual services
  are typically at the Property Management and Ownership’s discretion. Unless
  expressly stated in our contract with the Management and Ownership, we do not
  prohibit external services from being installed. With that being said, it can
  be a challenge to install outside services and is often discouraged by
  Management and Ownership of properties such as Ms. ******s as other vendors are
  not able to use our pathways, equipment and communications rooms to install
  their services so as not to damage our infrastructure and cause issues for
  other residents. We would encourage Ms. ****** to speak with her Property
  Management regarding whether she would be permitted to install outside services
  in her unit.

  Thank you,
  **** *******
  Customer Support Quality Manager

  Customer Answer

  Date: 09/28/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, it appears that the company will not take responsibility for their faulty service. 
  
  
  
  Sincerely,
  
  
  
  * *

• Initial Complaint

  Date:09/22/2022

  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.

  The wifi is always horrendous in my internet complex and the ethernet connectivity is intermittent. I love living at the ******, but I cannot enjoy cell phone games, or work remotely.

  Business Response

  Date: 09/27/2022

  Good Evening,

  We apologize for the issues ******* has experienced with our
  services. WhiteSky prides itself in providing the best possible service, and we
  regret that this has not been *******’s experience.

  ******* contacted us on September 21st to report
  that the Wi-Fi was not functioning properly and was experiencing intermittent
  connectivity issues. After completing basic troubleshooting with our Tier 1
  team, *******’s ticket was escalated to Tier 2 for further investigation.

  Tier 2 reached out to ******* via email on September 23rd to request that additional troubleshooting steps be taken. Following these
  steps, ******* indicated that Wi-Fi had improved, but Ethernet then went out.
  Our Tier 2 team made configuration changes to the equipment in the unit, and we
  are currently awaiting confirmation on whether *******’s services are now
  restored.

  We will continue to reach out to ******* to ensure all
  services are working well and investigate further if issues still remain.

  Thank you,
  **** *******
  Customer Service Quality Manager

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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 live in a large apartment complex that chose WhiteSky as its internet provider. My internet stopped working last week and so far, I have spent 5+ hours on the phone with WhiteSky's outsourced customer support. They keep transferring me to "Tier 2 support" to leave voicemail. Still no internet.

  Business Response

  Date: 09/27/2022

  Good Afternoon,

  We apologize for the issues and delays that *****
  experienced with our service. WhiteSky prides itself in providing the best
  possible service, and we regret that this has not been *****’s experience.

  ***** contacted support on September 16th to
  report issues with the internet service. After completing basic troubleshooting
  with our Tier 1 team, *****’s ticket was escalated to our Tier 2 team for
  further investigation. Due to higher call and ticket volumes that are typical
  for this time of year, ***** was not able to speak with someone in Tier 2 until
  September 17th. Tier 2 was unable to resolve the issue remotely and
  escalated *****’s ticket to our Network team for additional troubleshooting.

  Our Network team made some adjustments to the equipment
  feeding the internet services in *****’s unit on September 17th and
  emailed ***** to confirm if the issue was resolved in the unit. ***** contacted
  us back on September 19th to indicate that the issue was not resolved,
  and connectivity issues were still persisting.

  Our Tier 2 team spoke with ***** on September 20th and got the necessary information to send the ticket to our Dispatch team to
  have a technician scheduled for an in-person visit to investigate the issue. On
  September 21st, our technician was onsite and was able to restore
  services to *****’s unit by making adjustments to the physical connection of
  the network equipment feeding *****’s unit. ***** confirmed on September 22nd that the issues are now resolved.

  Thank you,

  **** *******

  Customer Support Quality Manager

  Customer Answer

  Date: 09/28/2022

  
  
  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,
  
  
  
  ***** *****