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Business Profile

Cable Installation

Webpass Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable Installation.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 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:05/22/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 canceled my internet service on April 30 (ticket #******) to be effective on May 5 . On May 6 ****** ******* charged my credit card $70 for the next month service. My payment was set up to be automatically charged to my credit card. I have contacted ****** ******* several times asking for my refund and I always get the run around and the same answer “we are working on it “ . Yet no credit is posted in my credit card. ****** ******* are not efficient , their service is lousy and they are thiefs

  • Initial Complaint

    Date:05/13/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Dear BBB, This complaint is in regards to ****** Fiber ("Webpass") failing to (1) offer the contracted services of 1Gbit internet and (2) failing to offer customer support. I have observed that ****** Fiber is failing to provide the contracted 1 Gbit speeds and that is having a substantial negative impact on my work and employment. On 4/15/2025 I opened a support ticket Ticket_ID:508986 reporting evidence that ****** Fiber was failing to offer contracted speeds ("throttling" my connection). I received zero response. On 4/22/2025 I again replied the ticket indicating the issue was not solved. ****** gave no reply. On 5/8/2025, I met in person a man and women who purported to be ****** Fiber employees. The man took down my name, address, and email address, and promised the issue would be escalated. I have still received no response. To remove all doubt that my own hardware is to blame, I have plugged the ethernet outlet (which ****** Fiber services) directly into my 2020 iMac which as 10Gbit networking. As you can see, ****** Fiber's own speed test shows that the connection briefly bursts above 100Mbit (confirming all hardware is capable of Gigabit) but then the connection is limited to only 100Mbit or worse. We did not see this result when I first signed up in 2020. I am requested that (1) ****** Fiber immediate remedy the issue, as it is causing me material loss to my work and employment (2) provide me a refund of $750 for invoice ********* as they have both failed to provide contracted service and failed to offer customer support. I reserve the right to file additional claims for other material losses in connection to my work and employment. Regards, -**** ****

  • Initial Complaint

    Date:10/10/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 max download speed I can get is only at 660 Mbps on both wireless and wired connections, it never gets to the full speed (1 Gig) I paid for. I contacted the customer service and got VERY rude response but not helping to try to understand and resolve the issue. I regret that I paid a one year service. Will def switch to other internet provider next year.

  • Initial Complaint

    Date:11/30/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On Oct 31, I reached out to ****** Webpass to discontinue my internet service. They agreed, and said I would have to pay $4.52 for one day of service. I agreed to it.However, as you can see from the billing history, they charged me $70 twice, and refunded $65.48 once which means I paid $74.52 when I should have only paid $70. I also have spent a lot of time discussing with several webpass reps who sometimes agree to refund but nothing actually gets refunded, and sometimes just disagree on basic billing details.

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hi,This complaint is in regards to prolonged, poor quality of service at which webpass(google fiber) has been operating. They have amended their terms of service to be have any liability nor responsibility towards their internet service and customers. My neighbors and I have been experiencing intermittent (brownout) outages and complete outages for the last 1 - 2 years. Their limited telemetry is only capable of capturing certain types of outages (as they've admitted in the attached screenshots). Even so, we've had many complete outages lately as a result of their equipment mismanagement and outdated hardware/software. They've absolved themselves of any SLA responsibility, leaving the consumer with no agency. This probably goes without saying, but the average American consumer does not have fair access to internet options as the market is a monopoly and we're left few competitors to choose from. This dearth of honest ISPs is killing the market and making it difficult for new competitors to provide quality service. Internet has become a vital resource, and as we would with any other commodity (water/electricity), I'm asking for the BBB to please empower consumers with a voice. Thank you

  • Initial Complaint

    Date:03/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Account under ********************* **************** ******* **********************************. Internet slow at best, or not working at all for several weeks. Called ****** web pass (2/8) & attempted to troubleshoot over phone. Attempt futile. No technician available in person for ~ 2 weeks. Called next day as advised to see if any cancellations and got lucky- technician ********* able to come out February 10. Tech was wonderful, gave new router. We were advised to set it up via app, location of WiFi hub moved to better location, technician left. Set up easy. Worked well for 1 day before failing, light turned red on router, no connection. Attempts at resetting by unplugging futile. Same with factory reset. Attempted via phone to troubleshoot again. Representative on phone saying no connection detected whatsoever. Scheduled tech to come again. Earliest was 1 week out, 2/21 @ ****. At **** today I called to make sure I didnt have time/date wrong. Rep informed that it was correct, I was placed on hold for rep to locate tech rep returned saying tech not coming (no call/no show/no other info). Informed that rep trying to find someone else in area to come by. Both **************** work from home. Partner commuting lately to office ***** minutes away depending on traffic to continue to work. I have been getting creative with friends or clients homes to use WiFi. Waited at home for call back until today at **** before calling again to inquire what was going on. Was told appointment available tomorrow midday. Asked for partial or full month reimbursement due to services paid but not rendered, amounting to at least 2 weeks by this time, factoring in time spent attempting to resolve and/or coordinate tech or troubleshoot issues over phone. Informed that rep not authorized, and that I should ask when issue finally resolved. Frustrated due to getting runaround from this company, polite, but without resolution. Thank you, as always, for the service you provide.

Webpass Inc. is NOT a BBB Accredited Business.

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