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Business Profile

Internet Providers

Underline El Paso, LLC
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BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 4 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:01/13/2025

    Type:Service or Repair 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.
    We switched from Xfinity to Underline internet service provider in November. Now it is January of 2025. The change was also for our home phone with the agreement that we can keep the same phone number. We were told it might take 2 to 3 weeks to get it done. It is now two months and I still have to pay for both services in order to keep the phone number. Xfinity says they don't have the transfer order. Underline says that they sent it but haven't gotten any reply from Xfinity. This is driving me crazy with both companies blaming the other one and saying that they can't do anything about it!

    Business Response

    Date: 01/14/2025

    We have been in touch with the client regarding this matter and are providing ongoing updates throughout this process. While 2-3 weeks is an average timeframe for a process like this, the *** allows companiesin this case Xfinityto take up to 60 days to complete the transfer. We understand our client's frustration and are doing everything we can to keep him updated while we wait for Xfinity. 

  • Initial Complaint

    Date:11/03/2024

    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.
    ************* outage on 10/31/24 about 4:30pm, No alerts were sent by the company till about 9 pm, and they were very vague about what the issue was. After that there has been one or two general emails a day stating that it is an internal issue and that their technicians are working on it. I have tried to call, email and message through their app and have yet talk to someone other than a bot. It is Sunday 11/3/24 now and I have not received an email today and still my fiber service has not been fixed. There is even a thread on Reddit about the subject and there is over 500 comments about frustration with Underline Fiber and their handling of the situation. *****************************************************************************************************************************************************************************************

    Business Response

    Date: 02/17/2025

    On Thursday, October 31, clients in certain areas of the fiber network owned by Underline El Paso in the **************** area suffered a disruption in broadband service due to a manufacturers software bug on a core network device. 

    The outage lasted from 2:50pm MT on October 31 to 11:42pm on November 2though the vast majority of clients were back online on November 1.  In certain cases, the interruption of network service would require a client to reset the equipment in the home in order to restart service. 

    As a local company, with a big vision for ****************, we take very seriously the impact of a service outage to Mr. ***** and all our other clients. We apologize for the deep frustration and inconvenience that was caused.  ************* case, we dispatched a technician on Monday November 4 to reset the equipment in his home and confirm that he was back online.

    Throughout the course of the outage, the network team worked around the clock to locate and solve the problem, and then to get folks back online. Our client success, communications, and sales teams made every effort to keep impacted clients informed through regular individual and group updates. We understand that some folks sought more frequent updates, and others preferred phone conversations. With 1500+ calls and emails coming in, the 100% local client success team did their best to stay on top of communication. We've taken this feedback to heart and are committed to continually improving the service that we provide from our Colorado Springs-based team. In addition, we have already applied a credit to Mr. ****** account to recognize the frustration and inconvenience.

  • Initial Complaint

    Date:11/03/2024

    Type:Service or Repair 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.
    Around approximately 1430 on Thursday 31 OCT 24 the internet service went out at our house located at the address listed for this complaint. Underline was called at around 1530, and around 1600 it was evident that there was a widespread outage and an ETA of an hour or so was given. Then it was updated to 1815, which came and went without any sort of notice. During this time the chat was unavailable and calls went to voicemail; I requested a call back and still have not received one as of 3 NOV 24. Multiple emails have been sent and a few have been received regarding service updates, however nothing has been received on any sort of update with the situation since Saturday morning stating most service has been restored. Our service has not been restored and there is no update today at all on when it will be restored. The inability to contact anyone is simply additional frustration. Requesting a full refund for the month of service we have used.

    Business Response

    Date: 02/17/2025

    On Thursday, October 31, clients in certain areas of the fiber network owned by Underline El Paso in the **************** area suffered a disruption in broadband service due to a manufacturers software bug on a core network device. The outage lasted from 2:50pm MT on October 31 to 11:42pm on November 2though the vast majority of clients were back online on November 1. In certain cases, the interruption of network service would require a client to reset the equipment in the home in order to restart service.

    As a local company, with a big vision for ****************, we take very seriously the impact of a service outage to our clients. We apologize for the deep frustration and inconvenience that was caused. We have been in touch with this client after the outage to ensure full restoration of service. 

    Throughout the course of the outage, the network team worked around the clock to locate and solve the problem, and then to get folks back online. Our client success, communications, and sales teams made every effort to keep impacted clients informed through regular individual and group updates. We understand that some folks sought more frequent updates, and others preferred phone conversations. With 1500+ calls and emails coming in, the 100% local client success team did their best to stay on top of communication. We've taken this feedback to heart and are committed to continually improving the service that we provide from our Colorado Springs-based team. In addition, we have already applied a credit to this client's account to recognize the frustration and inconvenience.


  • Initial Complaint

    Date:07/07/2023

    Type:Service or Repair 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.
    Underline failed to provide service as advertised and I had a month long exchange between myself and ******************* with the following statements made from underline:"I want to apologize first for the lack of clarity around our gateway (ONT) set-up and the ability for customers to use their own equipment in addition to this core point of presence. We are continually working to build out this information in our help articles to ensure there is a clear understanding going forward for all customers." (Oct 25th 2022)"I have spoken to our technical NOC and they have been working with Infowest to resolve. My lead, ****, was planning to reach out to you directly to talk through the status and what they are finding. Please let me know if you do not hear from him." (Nov 3rd)After the last message I canceled my service after not hearing back (Nov 7th). I did in fact hear back on Nov 14th (after the next billing cycle).Underline is attempting to collect additional month having failed to deliver adequate service and I had already paid for the prior months of non-service.

    Business Response

    Date: 07/07/2023

    We reviewed this case at length internally and based on the issues experienced by the client, we have adjusted the account to reflect that no additional payment is due.

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