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Business Profile

Cable Installation

RightFiber

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable Installation.

Complaints

This profile includes complaints for RightFiber's headquarters and its corporate-owned locations. To view all corporate locations, see

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RightFiber has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/09/2024

      Type:Product Issues
      Status:
      Answered
      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.
      A few months ago I had right fiber install fiber internet at my house. It worked with super fast speeds while the technician was testing it and then as soon as he left nothing would load at all. I thought maybe it was congestion so I tried to give it a few days but it never started working again. My speeds weren’t even reaching one megabit. I called customer service to tell them and they offered me a one month bill credit and told me to call tech support and they’d handle it. I called a few weeks later and asked them to just go ahead and cancel it. I never contacted tech support. I thought if it was already so unreliable I wasn’t really interested in resolving the problem. I now owe a bill for $38 for my “service.” I contacted the billing department and told them I don’t understand how I owe a service fee bc I never was really provided any service. I was told that they couldn’t verify that it didn’t work so I still owed them for service. No, I never did contact technical support but I did call customer service 2-3 times and reported to them that my internet wasn’t working.

      Business Response

      Date: 10/17/2024

      October 17, 2024

      Better Business Bureau

      Re: BBB# ********, ******* ****

      This letter is in response to BBB# ******** received by
      RightFiber on October 8, 2024, regarding former customer ******* ****** concern
      with the final bill amount.

      *** **** established 1 gig internet services with RightFiber
      on June 12, 2024. 

      On June 19, 2024, *** **** called in to cancel services.
      During the call, *** **** mentioned having technical issues which was the
      primary reason for the requested disconnect. The retention specialist was able
      to save *** ****’s services and prevent the disconnect by offering a one (1)
      month credit. The retention specialist suggested getting the customer over to
      Technical Support regarding services issues, but *** **** was not home at the
      time to troubleshoot service issues. At that moment, *** **** was provided the
      direct contact number for RightFiber Technical Support. He stated he would call
      Technical Support once home.

      On June 18 and June 19, 2024, the Lead Technical Support
      Representative attempted contact with *** **** regarding his service-related
      issues but contact with *** **** was unsuccessful both attempts. The Lead
      representative did leave a voicemail requesting a returned call. Our records do
      not reflect a returned call by *** **** In June or July 2024.

      *** **** called on August 30, 2024, to request services to
      be disconnected due to service issues. The Retention Specialist offered to get
      *** **** over to Technical Support to troubleshoot his issues but he declined.
      At that point, the specialist entered the disconnect order as requested by *** ****. Though the request was made on August 30, 2024, the effective disconnect
      was backdated to June 30, 2024, by the Retention Specialist as a courtesy. The
      customer was educated on the final bill.

      On October 8, 2024, *** **** called in to speak with a
      member of Customer Care to inquire about the final bill received for $38.99.
      The Care Representative reviewed the final bill with *** ****.

      A Customer Care Manager attempted contact with *** **** on
      Oct 15, 2024, to review the concerns mentioned in the recent BBB complaint and
      to provide an update of RightFiber providing a credit of the remaining $38.99
      as a courtesy. The contact was unsuccessful, but a voicemail was left for *** ****
      to return our call at his convenience. There has been no further activity on
      *** ****’s account.

      Thank you for the opportunity to address and respond to *** ****’s
      concerns.

      Sincerely,

      RightFiber


    • Initial Complaint

      Date:07/29/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      RightFiber has buried my neighbors fiber optic line through my property. I’ve been trying to get them to remove this out of my yard for the last three weeks the last two weeks they have promised to call me, but I have yet to hear from him. I’ve made several attempts on their complaint lines complaint line is ************* I’ve talked with *******. ******* says ***** ****** or ***** **** will call me and I have no contact from any of them for the last two weeks tent is to get them to move the cable out of my yard , and if not, I have a lawyers appointment next week to try to get him to file a letter and that’s gonna cost money and I don’t want to do that. All I want is for them to come out of my yard. My first attempt was they were rude. Asked me how I knew where my right away was , and there’s no right away between me and my neighbor. The only ride away is next to the street prior to that I have marked and my neighbor has a wood fence in his backyard on the property. They move through my yard. That was the easiest route for them to get to where they needed to go ?

    RightFiber is NOT a BBB Accredited Business.

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