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:10/06/2023

  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.

  **** has conistantly been giving me problem with my home security and service. i have not received properly working home security but have been getting billied. I reached out to them via email and set up a tech to come out nnd fix the problems and i agreeed to pay when that was fixed. well the tech came out and the problem still persists to this day. The balance i had at the time of the tech ariving was not past due. however when her left and my service was still not working properly i sent another letter to ****** from **** comminications and she never responded. then my home interenet and security service was disconnected for the past due of $***.06. I expressed my unhappiness with the serive and tech support i was given. 3 times these people came out and it still does not work properly. Also, they said that I can not use my wifi on my devices that use the security system because there is a bug that they haven't fixed yet with Android phones. so I have internet that i can not use on my devices and a security system that does have all working cameras and can not be linked to my phone while on the **** service i pay for. so i have to use data from my phone carrier to use my security camera service. SO, I paid the past due amount of #***.06. attached is the receipt and the proof that my account is not past due and that my new bill is due October 10th. However I called to day because after paying my services were not restored but now they said i have to pay my next months bill in advance or they wont restore service! That's Theft! I gave them the money they said was past due! I want my service restored! Or I am going to my attorney.

  Business Response

  Date: 10/10/2023

  Good morning *******, thank you so much for choosing **** and for placing your trust in us as your internet and security provider. We received payment on your account yesterday afternoon and your service was restored immediately. You should be good to surf, stream, game, or whatever other internet activities your heart desires. I'm glad you brought up our Jade ******** system. We are working through a glitch with the ******************* team that is preventing some Android phones from accessing certain features in the **** Secure app. Not to worry, we're on the case and you can go ahead and use your phone on the internet in the meantime. This is only affecting the **** Secure app on your Android, not your Android as a whole. Thanks so much for looping us in!

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20705081
  
  I am rejecting this response because:  You guys waited until my billing date. with is crap!  My services were NOT restored during the time in question. And The Camera System does not work properly with the **** you Installed. you guys told me to keep my **** off on my devices if i want to see my camera system. what kind of service is that? I never said it waw my android that was the problem because Both your technicians told me the problems you guys have with the system. I then paid my current bill the night before it was due and you guys still haven't offered me any credits for those days or admitted that you are wrong. Also, you tolds me you were goingt o send a tech back out to fix my back yard camera. I paid my past dure a week ago and still no tech or phone calls to set one one. this will be the 3rd time you have to fix my service but you guys were happy to disconnect when i didnt pay, ******* I NEVER GOT THE SERVICE I WAS TOLD I WAS GOING TO GET.  However, the problem remains that you guys took my past due balance but did not restore service. you waited until i paid my next months bill then restored it. so I will not accept anything but another months credit at this point and a public acknowledgement of your poor business judgement. Past dues are paid, then there is no past due.  After my account was up to date, you told me I had to pay my next months bill before you'd restore my service. THATS WRONG! That's Strong Arming your customers to get your money. Especially when my services have not been working the way they were sold to me. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:03/30/2023

  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.

  When they installed the line I have a cleared lot and showed 2 seperate people that came out to confirm where it was going and where they were putting the line. I confirmed with both parties the place and both agreed it was a good location staying away from where I would be building later. I leave for the store after talking to the crew on the day of install and waking the line with them and come back to find they actually ran about 20 feet further onto my lot right where I'll likely be building just because it was nice and flattened obviously as I had planned to build there. After calling and talking to several people over phone and email some manager finally tells me that they would not charge to rerun the line later if needed so It will still be a headache and time without service but at least I won't have to pay for it great. When I first signed up for the service I was told my bill would be 50 with no equipment rental fees only 50 for service. After getting the service they began charging 10 for equipment that I don't want to use anyway but can't use my own or purchase one. Several months go by and I get a bill that's almost double my normal rate only to find out that **** decided to give me a "free" upgrade to a "gig" speed for 3 months. Come to find out only by a letter that I got to late that after they decided to change my service without my knowledge or request they figure they can bill me for the double the cost for there gig speed never having asked for it. When I call back now they no longer offer my 25m speed and now the lowest they will give me is a rate that's a 50% increase on my prior rate at 73$ instead of ************************************************************************* the charge be used I would have had to call in 10 days ago and fix what I never asked to change. This business is disgustingly greedy and charge ridiculous rates cause its a rural area.

  Business Response

  Date: 04/28/2023

  Hi BBB, this is a billing issue. on January 1, 2023, ****** Telephone revamped our bandwidth plans. Instead of 25,50,100,1gbps plans, we offered 125, 1 Gbps, and 2.5 Gbps plans. The cost difference was $3/month. We sent multiple notices to the customer informing them that they would need to chose a plan that fits their needs. As stated in the notice, they had 3 months to decide on a new plan. If a new plan was not decided on after 3 months, the Gig-Speed plan would be the default - at $95/month. Do keep in mind that we sent the customer multiple emails/notices during this process. 

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19871857
  
  I am rejecting this response because: It was not a 3$ a month difference as stated my bill was 60$ and it went to 95$ a month thats a 35$ a month increase almost 40% increase. I was not notified by any means other than a single letter that came after the next billing cycle had started so they made no adjustments to the charge. They alsotook it upon themselves to put me in a gig speed charging 95$ instead of 125mg speed which is the next closest speed and cost to what I had before which is 73$ being a 13$ increase instead of a 35$ increase. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/15/2022

  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.

  Jade Communications did not dig their internet line properly. Even the contractor whose people dug the line originally stated it was not done properly. The line was only placed 3 inches below the surface of the property. When my asphalt company came out they accidently sliced the line. **** charged me $1800 for re-digging the line because I did not contact them to locate the line first. It wouldn't have mattered because they did NOT bury it at least 12 inches. It would have had to have been re-dug no matter what! In speaking with them July 15, 2022 they stated it was still my fault even though the line was not buried properly. They have a million excuses and this was clearly an improper installation. The owner of **** does not take responsibility for his mistakes. Zero customer service to resolve the issue.

  Business Response

  Date: 04/28/2023

  Hi BBB - We bury, splice and install the first fiber optic line to the customer's home FREE the first time. We educate our customers that when they go to dig, they need to call in a locate request to ***********. We will go locate the line for free. If there is no locate ticket, the homeowner is responsible for all repairs. In this instance, the customer did not call 811 before digging. As a result, we passed on all repair costs, a new ****' drop, labor, and splice pods. We did not mark up any cost at all.