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:05/13/2023

  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.

  In early 2023 I was informed that our community was switching TV and internet services from ******* to QXC (these services are bundled with/included in our ***************).In mid-April QXC ****s installed service in our unit. Right away I realized that I was not able to access certain types of internet services (VPN servers and other services/various internet tools I use for work, managing my home automation, etc). To do this with any ISP, I'd need to set up NATing or DMZ (commonly adjusted features on consumer routers). QXC informed me I wasn't even supposed to have access to any settings, and that I'd not be able to adjust the settings I needed. Techs working in the neighborhood referred me to the office/support. Chatting with them multiple times, including calls with ***** (support) and ******** (Dir of ****************** I was informed they couldn't help me. They said that b/c they carry TV on the same connection, they're not able to make these settings available. ***** was clear about this, whereas ******** seemed to not really understand, citing government contracts, and then mentioning WiFi channel spacing (the issue has nothing to do with WiFi). I explained that I'm not trying to do anything special, I'm only trying to utilize the internet connection - as they're paid to deliver said service. They're only solution was to try to sell me a SECOND internet connection, for $60/mo, along with some other fees. I told them I am already paying them for a connection, and that while having a second "unfiltered" connection would be less than ideal, I'd be amenable if they could provide it without cost. ***** escalated this and was told I'd have to pay. ******, a Sr **** I spoke with also escalated, reportedly to the **** who also said they'd not adjust the price or provide the full internet access I'm paying for.If they're not willing to provide these access, I'd ask them to reimburse me the cost of a second internet connection.

  

  Business Response

  Date: 06/09/2023

  The **** Internet & ** service was contracted via your HOA, not you as an individual retail customer.  How your HOA recovers the cost of the ************ Agreement is up to your HOA.  *** has delivered the ************s to your home as per the ************s Agreement.  

   Your request to access ***'s router and make configuration changes can technically be done, however, it would violate ***'s Security policy and Best Practices, and would violate our ** content license agreements regarding the control and protection of the ** Content owner's Intellectual Property. As such, *** will not ***** you access to our router .  

  We can configure a Port-Forward so you can get to your own router from outside your home as communicated.     

  VPN-out via the *** router should also work without issue. 

  If you select a retail service, such as a separate Internet connection, then yes, there is a retail price for that service.    

  If you have additional questions, please feel free to contact ***'s **************** group.