Complaints

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:05/25/2023

  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.

  Myself and many other active duty service members currently stationed on ************ Base Quantico have had severe internet issues for weeks. Boingo Wireless is the contracted internet provider that is hard wired into our building. The connectivity has been continuously dropping and reconnecting so often that you cannot do something as simple as load a web page the first time, it requires multiple recycles. The issues started 3 weeks ago and have not been improved by any means. Boingo Wireless only provides generic answers and arbitrary troubleshooting steps that have no affect on the problem. There have been no updates on repairs from Boingo Wireless. Our area on the base requires internet access for work and school and it is remote enough that little to no cell phone reception is available at our location.

  Business Response

  Date: 05/25/2023

  Hi *****,

  We just received this notice and it shows your complaint was filed on 05/05/23. We were not able to find a matching account with your information except you did call us using the same number here but the account is under **************. Regardless, we did research any and all issues for this location (Quantico bldg *****) and everything is up and running normally. At the time of your filing, we escalated the issue to a local Field Engineer and we rebooted a few local servers which we have confirmed the issue was resolved by calling a few customers. Let us know if you continue to have issues with your connections. You can send us an email at ********************************* or give us a call. We are available 24/7. 
  

  Thanks

  Customer Answer

  Date: 06/07/2023

   
  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:05/10/2023

  Type:Sales and Advertising 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 attempted to cancel services 03/25/22 I received email confirmation that I had made the changes on my account via the email used to create the account. That was the last email contact I had from the company and since then have still been getting charged monthly to an estimated total of $660. I logged into the account 03/26/23 and saw that the account had been made active again and also checked last usage location to be camp ******* ** of which I hadnt been to since June 2022. I have now reached out to my primary banking institution to file a dispute against the company.

  Business Response

  Date: 06/02/2023

  Hello *******,

  We see that there are charge backs in place and unfortunately we are unable to provide a refund at this time since you have referred this to your bank. Your account is currently closed so you will not receive any additional charges.

  Thanks,

  ******

• Initial Complaint

  Date:02/17/2023

  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.

  boingo wireless appears to the be the only streaming service available to soldiers throughout the world. they charge almost $60 a month for their blazing plan which always under performs the speeds promised through their advertising and plan selection. in order to even use any device you have to use that blazing plan or else you wont get any sort of service. customer service is atrocious and does not take your issue seriously. unfortunately they are the only service provided so soldiers are forced to go through them and experience awful network connectivity. issues include; frequent network failures and interruptions, slow speeds that are constantly beneath what is advertised, awful customer service, and extremely slow service rates.

  Business Response

  Date: 03/16/2023

  Hello ****,

  We have reviewed your account and outages at Ft *****. Your base seems to have had higher than usual outages this year. Outages can be caused by Boingo's equipment as well as from Boingo's ISP. We always send out an SMS to customers to inform them of an outage or if maintenance might cause your service to go down. We looked at your connections and there is an access point near you at room arrile-******* (manufacture is ******* We have rebooted that access point today. Let us know if the issue continues so we can further investigate. Also provide speed tests from your phone and any other device. You can reach us at ********************************* or call our Tier 2 department directly at ************ Monday to Friday. We have also placed a credit of $27.50 for 2 weeks to your account for a few outages we experienced at Ft ***********

  Thanks,

  ******

• Initial Complaint

  Date:01/19/2023

  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.

  I get billed $55 every single month from this company and the service is completely worthless. I'm only with this company as I am on a military base and they are the only one's available for single soldier housing without getting a contract and having to bundle for extra services I don't need. If I could go back in time and tell myself to stop I would. The company sends the same "We're working on it emails" with no actual solution. I have coursework and run a business myself, yet my internet is off and has been off for 20+ hours. Upset is an understatement. They have no problem taking my money, but have a hard time giving quality service. No one actually reaches out, it's just an "we've got your case" email from their automated chats and bots.

  Business Response

  Date: 08/21/2024

  Hi ******,

  Please accept our sincere apologies for this late response. We only recently received this complaint. I have reviewed your account and I wanted to fix a few things. At the time of your complaint, we had an outage that affected your building and was fixed after a few days.  I don't see a credit was issued to your account so I have refunded your credit card for 1 week for a total of $13.75. I also show you were charged $54.99 on May 5, 2024 but stopped using the service on May 8th, 2024, and the account was closed on June 5, 2024. I have also provided a full refund for that month for $54.99. Please allow a few days for the refunds to process. Let us know if you have any further questions.

  Thank you and have a great day!

• Initial Complaint

  Date:11/01/2022

  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.

  I have been at ****************** for 6 months and have frequently been booted off Boingo internet. When it is working properly I do get the 50 mbps speeds that I pay for but only for parts of my experience. If not I'm getting a .36 mbps download and a **** mbps upload. I've tested speeds on several device and still get very slow speeds sometimes. Would have left months ago but it is my only choice for an ISP on ******************. Not only does it cost more than its worth, they are an monopoly.

  Business Response

  Date: 11/23/2022

  Hello *******,
  We called your number and left a message. We have checked your connections on your PS5 and it is hopping to different access points. Your account does not have your current room location. Please give us a call and request to go to our ***************** We would like to reboot a few access points near you but need your location.
  Thanks.

• Initial Complaint

  Date:10/25/2022

  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 internet went out for 2 full days. Boingo took half an hour to acknowledge that there was an outage. They updated their website at 2:30pm on Sunday to say that there were engineers "dispatched and looking into the issue." Turns out they didn't even bother to send anyone until Monday morning, and they didn't bother to give us an update until 7pm on Sunday. We did not get wifi back until midnight. I would like a refund for this. It's bad enough that they gouge us troops - who already do not make very much money - with their insane prices for such terrible everyday service, they could have the decency to look into a problem day-of.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Hi ******,
  
  We experienced a broken fiber cable at your location on Sunday the 23rd. We sent out communications to all customers affected by this outage as soon as we became aware. Our local provider needed to resolve this issue which required an excavation team to dig a trench and fix the broken fiber cable. Unfortunately, they weren't able to fix it the same day. We apologize for the inconvenience this has caused and have provided a refund for 3 days to your account for $5.32.
  
  Thanks
  
  
  Consumer Response /* (2000, 7, 2022/11/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)