Complaints

This profile includes complaints for Cogent Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cogent Communications, Inc.

  2450 N St NW Washington, DC 20037-3052

• 

  Cogent Communications

  3 Greenway Plz Houston, TX 77046-0395

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:11/24/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 signed a contract with Cogent Communications to be our internet provider in 2013, and were told by our sales rep that it was a 3 year initial contract. We were told that after the 3 years was up that it was a month to month arrangement. We contacted our new account rep to tell them our lease was ending and that we would need to cancel, he said to just call 30 days in advance of our date to cancel and that it would be taken care of.Then we received a bill for $5,400 from Cogent. They said we signed an eternally renewable 3 year contract that auto-renews every 3 years for another 3 years ad infinitum. This is not clearly stated in their contract. There was never a reminder or proper notice that was sent that our contract was auto-renewing for another 3 years. We cancelled our service and moved out of our offices. We should not be forced to pay for a service we cant use. It is clear that this is an ongoing scam, as there are multiple complaints about this company. All of their new contracts do not include these provisions as they know that they are not enforceable and illegal. They are continuing to harass me with emails constantly saying they're gonna take me to court if they want penalties against us. This is unconscionable, and seems to be a breach of the UCC code, as well as of the FCC act. I do not believe the companies like this can prosecute an eternal auto renewal provision without giving proper or any notice. Can you help?

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  As a practice of Landscape Architects, the conduct of business is entirely reliant upon Internet Service Connectivity. As a small business (staffed at 11 studio members and architects), we look to authorities, such as your office for certain protections in the face of delays imposed by tech service providers. We  have reached a point of repeated requests yielding insufficient results: requests to Cogent leading to unacceptable delays, in regards to actual service at our destination office at *******************************. We appeal to your office for help as we pursue the basic service of connectivity that permits our staff to work in the professional environment. CHRONOLOGY of efforts to obtain continued IP Service from Cogent. Date: September 30, 2021. The email above shows that in September of 2021, we reviewed the impending move (at that point projected for late summer, 2022) with ***************************, at Cogent. Date: April 26, 2022. In the intervening months, **** account was moved to a new account manager, named *********************. we had a teleconference with ********************* on April 26, 2022 and in closing, mentioned that LSG was planning a move to a nearby building in August and wanted information from Cogent about the possibility of continuing Cogent services at that location. Throughout May and June, we repeatedly emailed *********************, requesting contact about prospect for Cogent service at the new building and telephoned his office telephone number (leaving messages), as well as telephoning his mobile number (leaving messages. we received no responses. Date: 7/1/2022. After numerous attempts to connect with ****************, we telephoned an older number for *******************************, our preceding Cogent Rep. We corresponded on phone and email beginning July 1 about the attempt to get Cogent service for *** at *******************************. **************** took over our effort to get a quote and pursue the bid from Cogent for continued service at *******************************, our move-to loca

• Initial Complaint

  Date:08/15/2022

  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.

  I signed a contract with Cogent Communications over 4 years ago to provide Fiber internet to my office. For 4 years I paid every month on time. When it came up for my contract to expire I looked around a got quotes from different providers, and found that I was paying almost 4 times more than other providers were offering for less service. As per my original contract I submitted 30 day notice of termination of contract once the original contract expired and started service with a different provider. Cogent then told me their auto-renewed my contract for an additional 4 years and that I would have to pay them out the entire term of the contract, over $16,000! I advised them that I never received any notice via email or mail of a renewal which I know that through Assembly Bill 390, (which adds renewal reminder notice requirements and cancellation requirements to Californias already-demanding Automatic Renewal Law (ARL)) that they were required to do- they admitted they never sent me any notice of renewal. In fact they continued to auto draw from my bank account after the notice I gave them to cancel payments (this is probably illegal). They refuse to acknowledge this and continue to illegally send me invoices for the $16k.

  Customer Answer

  Date: 08/25/2022

  ---------- Forwarded message ---------
  From: Rachel T***** <*******@winstarproperties.com>
  Date: Tue, Aug 23, 2022 at 6:03 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  Hi!

  
  

  This has been resolved, you can take down the complaint thank you