Business Profile

Telephones

Allstream

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Complaints

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

Customer Complaints Summary

59 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

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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:07/09/2025
Type:Order 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 am filing this complaint because Allstream **************** is enforcing an automatic contract renewal and significant early termination fees (***s) on our small business accounts, despite failing to provide a required advance renewal notice and relying on an unsigned ************** Agreement (MSA).Key points:Our original Service Order was signed on 9/2/2020 with a 36-month term. The Service Order references the Allstream MSA, but we never executed (signed) an ***. Instead, Allstream applies its standard MSA posted online, which we never signed directly.The auto-renewal clause in the *** renews the term automatically for 1-year increments, requiring 60 days written notice to cancel. However, Allstream admits in writing that they did not send any notice of the renewal ********** Allstream is charging us over $12,000 in early termination fees across two accounts, offering only a 25% discount despite our good-faith attempt to resolve ***** a small business, this is unreasonable and unfair. The lack of a renewal notice and reliance on an unsigned contract creates confusion and a one-sided burden on our company.Desired Resolution:I am requesting that Allstream either:Release us from the automatic renewal without charging the full ***, or Provide a substantially larger reduction in the *** (at least 50% or more) as a fair resolution for the lack of notice and unclear contract terms.Good Faith:I have tried to resolve this directly with Allstreams Customer Advocacy Team and even offered a fair counteroffer, but they refused to negotiate further. I am providing the signed Service Order, the unsigned MSA, and emails confirming the lack of notice as evidence.Thank you for your help in resolving this fairly.
Business Response
Date: 07/10/2025
Zayo/Allstream has not violated any state laws or regulations and our *** auto-renew term is a standard business term that does not require notice. However, we are reaching out to the customer to reach a mutual resolution.
Initial Complaint
Date:06/13/2025
Type:Billing Issues
Status:
UnresolvedMore 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.
We've been a customer of ********************** / ******************** / **** for nearly 20 years. We signed our most recent 3 year contract back in 2021 with the term ending in February of 2025. The *** at the time mentioned nothing about an automatic 1-year renewal so when we reached out to cancel our services we were surprised to find that they were going to charge use a cancellation fee of 100% of the monthly charges. When we reached out to their customer service team to find out why that fee was being charged we were told is was listed in the ***. When we requested a copy of the *** the version they send didn't include anything about an auto-renewal or early termination fees. After further emails with their customer service team it turns out they had sent us the wrong ***. We requested a further review of our account and were finally given the option for a 25% reduction in the fees but that still seems like a bit of bait and switch since we were never notified of the change in the ***. The whole experience has been extremely frustrating as they will only communicate via email. When we first signed on with Integra they were a great company with excellent customer service. You could always talk with an actual person who was able to help you not just take a message. Anyone looking for a telecommunications company stay far away from this one. We've invested hours of time just trying to cancel our services and we still aren't done with the process.
Business Response
Date: 06/25/2025
We will review this account and reach out to the customer to address their concerns.
Customer Answer
Date: 07/01/2025

Complaint: 23467033

I am rejecting this response because: I haven't heard anything from Allstream about this issue.

Sincerely,

Northwest Framing
Business Response
Date: 07/09/2025
The customer seemed satisfied with the payment plan we agreed to, but has since not responded to our additional communications.
Customer Answer
Date: 07/09/2025

Complaint: 23467033

I am rejecting this response because:
We were not satisfied with the payment plan we only agreed as that seemed like our only option. There have been no attempts to contact us by Allstream since we filed this complaint. I would be interested to know when and how they have attempted to communicate with us.

Sincerely,

Northwest Framing
Initial Complaint
Date:06/03/2025
Type:Order Issues
Status:
UnresolvedMore 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.
Signed a contract for service with the company after which they implemented massive price increases. We then signed a new contract with them based on promises of a lower bill and improved services. They then took almost 7 months to provide those new services all while billing us at the previous predatory rate, and they refused to implement the new date of the contract until they finally stopped delaying and completed their installation of our new services here. We are seeking to get out of the contract and simply take our business elsewhere to a company that is is not gouging us for services and not manipulating contract lengths in order to take advantage of us.
Business Response
Date: 06/11/2025
After conducting further review, we agree to the customer's request to cancel ******************** with no early termination fee, provided they pay for the services through the date of termination.
Customer Answer
Date: 06/13/2025

Complaint: 23415496

I am rejecting this response because: We think it would be appropriate to be re-funded for at least part of the nearly 9 month period where we were charged as much as three times our contracted rate due to Allstream's delay in installation.

Sincerely,

******* Bay Service Transfer
Initial Complaint
Date:04/22/2025
Type:Order 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.
We have been a customer of ******************** (Zayo) since 2022 under a 3-year service agreement , originally signed in November 2021 and activated March 2022, with the term ending March 21, 2025. In November 2024, we reached out to Allstreams sales representative (*****) to inquire about the cancellation process as we were planning to move out of the current location. During that conversation, we explicitly communicated our intent to cancel at the end of the initial contract term (March 21, 2025). However, the Allstream representative did not mention any automatic renewal clause at that time, nor did they provide any formal renewal notice.Recently, when we formally submitted our disconnection request, Allstream claimed that the contract had already been automatically renewed for another one-year term, and they are now demanding a penalty equal to 100% of the remaining months' charges (totaling nearly $8,000), despite our early inquiry and clear cancellation intention.The signed Service Order contract we have on file does not contain an auto-renewal clause. It only references a *************** Agreement (MSA)" which was not attached, signed, or provided to us at the time of signing. The sales representative later directed us to the companys website to locate the *** on our own. Upon review of the current *** available on their site, we found that it includes signature lines for both parties. However, we have never executed nor acknowledged such an agreement. Given the significant financial implication of an automatic renewal, we believe that proper disclosure and signed acceptance are required for ***************** is unreasonable to impose such a severe penalty without: 1) Proper notice of renewal; 2) Explicit agreement to the renewal terms; 3) A signed and executed ************** Agreement. We are requesting that Allstream: Cancel the claimed renewal term and waive the associated penalty. Thank you for your help in facilitating a fair resolution.
Business Response
Date: 05/01/2025
Allstream has reviewed the customer's account and has reached a resolution with the customer.
Customer Answer
Date: 05/01/2025

Better Business Bureau:

The business has contacted me with the suggested resolution in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:03/31/2025
Type:Billing 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.
This is a follow-up complaint about AllStream. I submitted a complain in summer 2024. And after I submitted that complaint the company did actually send me an invoice stating that I had a zero balance. They obviously saw that they were at fault and that their price gouging was not legal.However shortly after, beginning in October 2024, ********* began harassing me and sending me invoices for $2,000.00+ with the most recent invoice in the amount of $2,980.97. These charges are for AllStream hosting one singular basic email account.Please do review my previous complaint as I outlined that my monthly charges skyrocketed from $30-$40/month to over $700/ month for the exact same service! When I inquired about this sudden and significant change, I was candidly informed by two different Allstrean representatives on the phone that this was being done because the company no longer wanted to provide this type of service and sought to aggressively price out customers utilizing the service.I have been in the process of discontinuing service and I am once again feeling harassed and aggressively targeted by AllStream as a company and by an individual employee named *******. Our email exchanges are attached.Most recently ******* stated that my final day to pay the outrageous outstanding balance was March 7, 2025 and that she was sending my account to collections.I am seeking to have these outrageous charges canceled and to have Allstrean and all of its employees no longer contact me at all ever ******** is very sad and disappointing that it has come to this point. When my family originally starting doing business with the company it was called Integra Telecom and it was a start-up and we were one of their first business clients. They were very helpful and quite integral to our start online. Sadly that is not the company that they are now and the staff are definitely not the same helpful and understanding people who actually assisted customers.
Business Response
Date: 04/01/2025
This account is closed with a zero balance and there will be no further collections activity.
Customer Answer
Date: 04/02/2025

Complaint: 23138393

I am rejecting this response because before accepting this resolution, I need to confirm that my account is not only closed and that there is a zero balance with AllStream but that my account has not been sent to collections and that a new company, a collections company, will now be contacting me demanding payment.
Please do confirm this request for additional information. Thank you.
Sincerely,

***** **********
Business Response
Date: 04/17/2025
Allstream confirms that there is a zero balance on this account and it will not be sent to collections.
Customer Answer
Date: 04/17/2025

Complaint: 23138393

I am rejecting this response because they have not responded yet.

Sincerely,

***** **********
Initial Complaint
Date:03/28/2025
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 dont know who All-Stream is but its messing up my communication devices. I got a message saying my account has been hacked but I dont know ho or why they are on my device, Their customer service is terrible.They need to be looked at for accountability.
Business Response
Date: 03/31/2025
This is not related to a customer of ours but could be an instance of spoofing where Caller ID information is falsified for fraudulent purposes. More information is available at ****************************
Initial Complaint
Date:03/07/2025
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.
Our business, which has four locations, has experienced significant financial and operational difficulties due to Allstreams predatory contractual terms, unresponsive customer service, and deceptive business practices for more than 16 years. During COVID, Allstream billed us $900 just to disconnect services, despite the fact that government restrictions prevented us from accessing one of our locations. Our contract was auto-renewed for an additional three-year term without clear notice or consent, and the company is enforcing terms that were never explicitly agreed upon, including excessive termination fees. We paid $900 to cancel services, yet Allstream is still attempting to collect back payments despite our termination. We were hit with a 250% price increase per month, an unethical and unreasonable penalty structure. One of our locations was charged $6,000 per month for internet service, which is completely disproportionate to industry standards. Repeated service failures have severely impacted our business operations, and customer service is virtually non-existentautomated responses prevent us from reaching a live representative to resolve urgent matters. We were left with no functional services despite paying for them, and there was no timely assistance to resolve outages. The company enforces contracts and billing policies that were never clearly disclosed, and the auto-renewal process lacks transparency, leaving customers without a reasonable opportunity to opt out. Despite paying cancellation fees, Allstream continues to demand back-pay and additional penalties. They need to write off the entire account and stop sending us statements.
Business Response
Date: 03/13/2025
We are reviewing this complaint and have asked that any collections activity be stopped pending our review. We will be in touch with the customer when we have completed our review.
Initial Complaint
Date:03/07/2025
Type:Product 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.
I am filing this complaint against **** in its capacity as Allstreams parent company. On February 25, 2011, Mosaic Vineyards and Winery entered into a 2 year contract with Allstream (Account # *******. The ******************** provided by Allstream became obsolete. On August 30, 2024, a representative of our company requested that all services be cancelled. On September 5, 2024 we received a confirmation email. Nonetheless, our office continued to be billed at an exorbitant rate. We reached out via email several times to stop the billing. We did not receive a response. We continued to receive new bills and late fees. On December 5, 2024 I personally reached out via email. On December 10, 2024 I received a response requiring written authorization in order to communicate on behalf of our company. I returned it the same day. I followed up on December 13, 2024. On December 16, 2024, I received a response simply stating that we never requested to port or disconnect services. The next sentence stated that Allstream received a request to port the telephone numbers, but did not receive a request to disconnect data services. This defies logic. Without the telephone number we didnt need data. We were being charged excessive third party pass through charges and a network access assessment for services we were not receiving. The bills continued to accrue. **************** is unwilling to discuss the matter, and simply asserts the billing is accurate.On February, 18, 2025, we received a Final Notice dated February 6, 2025. The amount duet is $23,738.26. The due date was February 18th, the same date we received the letter. The letter came from ***** *** the collection coordinator. I called Mr. *** but I reached a call center. I was informed that ***** *** was no longer there. He left the company in January before the letter was sent. I was once again directed to customer service. Apparently, no one in the collection center could help me. This remains unresolved. See attachments
Business Response
Date: 03/13/2025
We are reviewing this matter and have asked that any collections activity be stopped pending our review. We will be in touch with the customer when we have completed or review.
Customer Answer
Date: 03/13/2025

Complaint: 23031938

I am rejecting this response because it appears doing so would close the matter with the BBB. I do appreciate the business looking further into the matter and putting a hold on collection acitivites. We are looking forward to hearing from the company.

Sincerely,

**** *******
Business Response
Date: 03/28/2025
I have reviewed this account and asked our Care Manager to reach out to the customer with an offer of resolution, based on the customer's claim that a cancellation request was made on August 30th.
Customer Answer
Date: 04/04/2025
I received an email today concerning the above-referenced matter. The email states that the matter is closed. I the business has not reached out as they committed to do in the previous correspondence. Are you able to re-open this matter until someone from Allstream actually reaches out to us? Thank you for your time and consideration.

Respectfully,

**** M. *******, Esq.

General Counsel

****** Artisan Wineries

PO Box 487

*********** CA 95441

Tel: **************
Email: **************************************************************************************************************
Business Response
Date: 04/07/2025
Yes, this matter remains open and Allstream counsel will reach out to customer counsel to discuss a possible resolution. Thank you for the contact information.
Customer Answer
Date: 04/08/2025

Complaint: 23031938

I am rejecting this response because we have yet to be contacted by the business, and to keep this complaint open until we are able to work toward an amicable resolution.

Respectfully,

**** *******
Business Response
Date: 04/17/2025
I have personally reached out to Mr. ******* and conveyed a possible resolution, to which he responded that he is meeting with the owners and will be in touch. I assume this rejection was posted prior to our communication, and I am hopeful this will soon resolve.
Customer Answer
Date: 04/17/2025

Better Business Bureau:

The business has reached out and we are working towards a resolution.

Sincerely,

**** *******
Initial Complaint
Date:01/16/2025
Type:Product 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.
After the company lied about the amount our bill was increasing (went from $1,200/month to over $3,000/month - they lied when called to asked how much the increase was), found a new service. Now I have been trying to cancel the service for 3 months and they are refusing to cancel it. I have contacted customer service almost 10 times - not only by phone but also in writing by email - and keep getting the same thing. They are creating a case number and the disconnection team will reach out. No one ever reaches out. My favorite was the letter I received in the mail today that was dated November 27, 2024 - however the envelope that I kept was dated January 11, 2025. I am only asking for my service to be cancelled, I refuse to give them anymore money - I have already given them over $9,000 since my first disconnection request.
Business Response
Date: 01/31/2025
Allstream has reviewed this matter and the account will be cancelled.
Initial Complaint
Date:12/06/2024
Type:Order 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 a loyal customer of **********************/********************/**** since 2005, and this is my first dispute. The issue arises from a $1,954.92 termination fee charged on 8/2/2024, which I believe is excessive and was not clearly communicated. I request that this fee, along with any accrued interest, be waived.Key Issues:1. The termination fee for buying out a rollover contract was not clearly disclosed in the signed service agreement.2. The existence of a one-year rollover contract was not explicitly *************** June 2020, I signed a 36-month contract for $66/month. In January 2024, the rate increased from $95.95 to $175.50. When I contacted Allstream in February, I was told the increase was due to being "out of contract." This language typically suggests a short-term, month-to-month rollover. At no point was I informed we were bound to a one-year rollover requiring a full buyout at the new rate.The service agreement references a ************** Agreement (MSA), but the referenced version appears to have been modified in 2021, after my 2020 contract was signed. I was not provided the 2020 version, nor did I sign any version of the **** This raises concerns about the enforceability of its terms, especially as it allows unilateral changes without explicit agreement.The fee increase in January 2024 occurred mid-contract, during what was supposedly a one-year extension starting in June. This, combined with minimal notice via fine print, implies Allstream treats the extension as month-to-month in practice. Neither the 2020 service contract nor the 2021 *** provides language permitting mid-contract fee changes. Any changes should apply at the start of a new contract term.The lack of transparency around the contract extension and fee practices is unfair. I ask Allstream to waive the termination fee and any accrued interest to resolve this matter.
Business Response
Date: 01/09/2025
A member of Allstream's ************* team will reach out to the customer.

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Allstream is NOT a BBB Accredited Business.