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Business Profile

Internet Services

Point Broadband - Gulf Coast

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

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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:04/14/2025

    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.
    Point installed equipment for WiFi. They came onto my porch to work. They left all the equipment exposed. Did not complete and cover w/appropriate cap. They also did work in the yard and left that exposed also. I took pictures on Jan 26. I have contacted customer service along w/pictures asking for them to come back to complete. I have continuously sent them complaints since asking for resolution. With no success. This has been going on for almost 3 months. I want to have potch enclosed and floor installed but cant proceed until this is resolved!
  • 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.
    We purchased our home in August of 2020 and there were limited options for internet service where we lived, but we signed up for service with Point Broadband and were happy with the service and have remained loyal customers for the past 4 years. Our rate for internet slowly increased from the $80-90 rate we were paying to $120 and while I understand that inflation is a thing, the service seemed to only get worse and the customer service we received from their customer support line was horrible, condescending, and seemed as if they knew absolutely nothing about the billing, how it worked, or what was going on. We had our service disconnected when our billing date was changed and after several communication attempts were made. I was not aware there was a local office in ************ and called one day and spoke with *******, I believe, who was extremely helpful, but also let me know when she started analyzing my account that i was paying almost $60 more each month than I should be paying and that the plan and rate we were paying was outdated. When I asked what could be done, I could be given ONE free month and a new rate but nothing could be done for the overages of charges I had been paying for over a year and that "corporate would never disclose that with me because that's how that works." I would like to be refunded a MINIMUM of 6 months of the overages or compensated equally on my bill. I run into continuous random fees, charges, and overages that cannot be explained by corporate and both my husband and I would just like to feel as if our concerns are not brushed off with a free month of internet when the amount overpaid (and confirmed by someone working for the company) is a lot of money to us.
  • Initial Complaint

    Date:10/31/2023

    Type:Billing 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 applied and have been eligible for the government program, Affordable Connectivity Program (***) since August, and Point Broadband has been so difficult to work with and has not accepted our application. We should've been receiving a discount every month on our internet bill, but we have yet to see that discount. Here is a timeline of what we have experienced:8/21/23 Approved by the *** 8/25/23 PBB received application 8/28/23 PBB couldnt find app 8/30/23 applied with PBB AGAIN, confirmation email that app was received 8/30/23 PBB rejected it AGAIN 9/11/23 3rd time to apply with PBB 9/13/23 3rd time PBB rejected the app 9/13/23 RE-applied with *** 9/20/23 RE-approved with *** 9/20/23 4th time to apply with PBB 9/25/23 emailed PBB because I hadnt heard from anyone - NO ONE responded 9/26/23 emailed PBB again and got NO response Called PBB to find out why our bill was still full price, the gal I spoke with said everything was fine, our application just hadnt gone through yet and we would see the discount on the next billing cycle.Got a message from PBB on 10/25 with our new billFULL price Called PBB 10/26/23 and was told I had to submit the email we got from *** and then it would initiate ANOTHER round of processing and could take 1-2 billing cycles for us to see our discount.**We have been eligible for this government assistance program since AUGUST 21**

    Business Response

    Date: 12/04/2023

    Customer originally emailed in the wrong Application ID 9/18. They were asked to reply back with the email from ACP. They didnt reply back to the email till 10/26 and the discount was placed on their next invoice 11/23.

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