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:06/12/2025

  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 have had numerous outages to my fiberoptic service provided by Opticaltel. Constant failure of the company to fix the problem, waiting for up to 90 minutes to have a response from customer service personnel, yet I now see it is no longer Opticaltel but another company called Fiberone. What is going on with these people. I thought the only the only Mickey ***** outfit was in ******* by ******. I was wrong. This company is incapable of providing the contracted service I signed on for. You people need to contact them and find answers for the public due to their lack of response and inability to provide services we pay for. They have an automated answering service which makes you wait up to 90 minutes to talk to a person which I substantiate with phone records. Also there is no contact to them other than a customer number which is useless.

  Business Response

  Date: 06/13/2025

  This customer called in June 11 with a tv connectivity issue.  There were calls taken in by our Support Team.  We spoke to him again on 6/12 and he stated that he was not currently having an issue nor when he does have an issue contacts us.   We explained that we need the opportunity to correct the problem for the issue to be resolved.  Again he stated that he was not having an issue.  Customer called later in the day with a tv connectivity issue and we remotely rebooted his devices and all were back online.  Customer called in on 6/13 we sent a technician to his home and we replaced all the access points in the home.   Verified all services were operational before technician left his home.

  We believe the customer is satisfied and knows that we are here for him but we need to know when he is having an issue.   

  Customers can reach us via ************ or via email ********************************************************.

  Our company has been rebranded from Opticaltel to Fibernow, however, none of our contact information has changed to interruption communication to our customers.  This customer is part of a bulk contract and the Board of Directors and Management are aware of the name change.

  If you have any questions please feel free to contact us.

  Thank you.

  Business Response

  Date: 06/17/2025

  This customer called in June 11 with a tv connectivity issue.  There were calls taken in by our Support Team.  We spoke to him again on 6/12 and he stated that he was not currently having an issue nor when he does have an issue contacts us.   We explained that we need the opportunity to correct the problem for the issue to be resolved.  Again he stated that he was not having an issue.  Customer called later in the day with a tv connectivity issue and we remotely rebooted his devices and all were back online.  Customer called in on 6/13 we sent a technician to his home and we replaced all the access points in the home.   Verified all services were operational before technician left his home.

  We believe the customer is satisfied and knows that we are here for him but we need to know when he is having an issue.   

  Customers can reach us via ************ or via email ********************************************************.

  Our company has been rebranded from Opticaltel to Fibernow, however, none of our contact information has changed to interruption communication to our customers.  This customer is part of a bulk contract and the Board of Directors and Management are aware of the name change.

  If you have any questions please feel free to contact us.

  Thank you.

• Initial Complaint

  Date:06/12/2025

  Type:Billing 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/01/2025

  We are sorry to hear that this customer wishes to cancel their service.   This retail customer needs to send us an email advising us that he wishes to cancel our services, return our equipment (in good condition) and a refund will be provided.

  Please advise if there are any further questions.

  Thank you.

   

• Initial Complaint

  Date:06/02/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** J **********

  Business Response

  Date: 06/05/2025

  We truly apologize for the delay in providing the refund to the customer more timely.    We have confirmed that replacement Check #***** for $120 (Deposit Refund) was mailed on Monday, June 2nd. 
  
  We have called the customer directly to let him know how sincerely sorry we are for the delay and inconvenience.  He understood that happens and appreciated our reach out.  We provided him with direct contact information  so that he may reach out to a specific team member directly should there be an issue with the replacement check.  

  Again our apologies and thank you for bringing this to our attention.

• Initial Complaint

  Date:04/26/2025

  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.

  Moved out and cancelled service on January *******. Requested deposit back. Returned all equipment on January *******. Have been waiting for refund of deposit since. First told games 6 weeks. Then told 90 days. Then told 90 business days. Still way past that time. Told still in process every time I inquire. ******** customer service.

  Business Response

  Date: 05/09/2025

  After extensive search in our database, this customer is not coming up in our system so we do not have a way of identifying the issue.  Would we be able to get more information from the complaintive, for example an account number?  

  Business Response

  Date: 05/12/2025

  We have located to customer information and will be issuing a refund ASAP!!! We are addressing internally our process to ensure that something like this does not occur again. 

  Business Response

  Date: 05/13/2025

  Hello - Sharing an update from accounting:  refund processed 5.12.2025 conk. ***** $60

  Business Response

  Date: 05/13/2025

  We sincerely apologize for the delay and confusion you've experienced while trying to receive your deposit refund. We understand how frustrating this situation has been, especially after you fulfilled the return requirements on your end.
  We can confirm that a refund check for $60 was processed on May 12, 2025, and mailed to the address on file (Check No. 33555).
  We are actively reviewing what caused the lapse in our internal process to ensure this does not happen again. Thank you for your continued patience, and again, we apologize for falling short of the service experience you deserve.

• Initial Complaint

  Date:01/12/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/21/2025

  IPTV HLS  service was installed at this home on January 8, 2025.   Following the installation the customer called in and stated that the internet service went down.   A dispatch was scheduled while we internally via our Tech and Engineering Team monitored the system.   It appeared to intermittently go down.   Service was restored fully on January 10th.   There have been no reported complaints since that time.

  We apologize for this service interruption.

  If you require any further information please do not hesitate to contact us.

• Initial Complaint

  Date:07/17/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************ption of service threatened by OpticalTel and prevent any damage to our credit rating.The ****************** has told OpticalTel that nothing in the contract for provision of services allows OpticalTel to bill us for repairs of their cable. The ******************s attorney has sent 2 letters to OpticalTel requesting this money be returned or justification for this demand for payment from us. The first letter was sent in August, the second in September of 2023. OpticalTel has refused to respond.This action appears to violate Floridas Unfair Debt Collection Law, FL. ****** to *******, which includes as an unfair practice: threatening or attempting to enforce an illegitimate debt against you. We are hoping that the BBB will be able to get a response from OpticalTel concerning its egregious behavior and demand for payment of an illegitimate debt.

  Business Response

  Date: 08/08/2024

  As a courtesy to the ********************** of Directors Opticaltel has reimbursed the Association the repair fees as the Association reports that they paid the repair fee on behalf of the Parkers.  

  We apologize for the inconvenience.

  Thank you.

• Initial Complaint

  Date:05/26/2024

  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.

  Ongoing problems non stop for interruption of internet services and television services third time in 3 weeks multi-day interruptions there is always at least 3 to 4 days before they can "repair" the problem C/S will assure you that you are the only one having problems despite multiple complaints on subdivisions website intermittent capability to watch television or access the internet- we are on our 33 interruption today alone- We have a bed bound person in the house that depends on these services daily. Was just told they cant get here until ******* afternoon

  Business Response

  Date: 06/12/2024

  
  There are three instances of the customer complaining about service interruptions  in May 2024.   There are no reported service interruptions otherwise noted for 2024.

  Customer called in an reported an internet outage.   Field technician arrived and found the power button on the back of the MoCA (device within the home) was off.  Service restored. 

  Customer called in again to report an outage.  Service came back up while we spoke with the customer. 

  Customer called in to report an outage as there was a rogue ONT that needed to be located and replaced.  Field technician dispatched.

  We appreciate your outreach and the opportunity to clarify.

  Thank you.

   

   

  Business Response

  Date: 06/13/2024

  There are three instances of the customer complaining about service interruptions  in May 2024.   There are no reported service interruptions otherwise noted for 2024.

  Customer called in an reported an internet outage.   Field technician arrived and found the power button on the back of the MoCA (device within the home) was off.  Service restored. 

  Customer called in again to report an outage.  Service came back up while we spoke with the customer. 

  Customer called in to report an outage as there was a rogue ONT that needed to be located and replaced.  Field technician dispatched.

  We appreciate your outreach and the opportunity to clarify.

  Thank you.

   

• Initial Complaint

  Date:05/25/2024

  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.

   
  Complaint: 21760858
  
  I am rejecting this response because:

  Business allowed me to pay for an upgraded service package knowing that speeds were not available. I had to ask for a tech to come out to confirm why I was not receiving increased internet speeds. It was only then that they confirmed an upgrade was not possible and then refunded my payment. 

  I then inquired how many other customers in the building may be paying for upgraded services they are not receiving. It is only this service provider that is constantly out. Buildings in the area and even directly next door to this building do not have the same issues 

  
  
  Sincerely,
  
  *********************

  speed services. This was not communicated to me beforehand, and it has left me unable to access the services I need.I request that the Better Business Bureau investigate these issues and assist in holding ********* Service Provider's Name] accountable for their subpar services. I am seeking a resolution to these problems, including reliable internet service, transparent communication, and the ability to upgrade my internet plan as advertised.Thank you for your attention to this matter.

  Business Response

  Date: 06/12/2024

   1.The Association has recently suffered a number of fiber cuts to the system which has created interruptions of service.  These are not planned events by Opticaltel but rather road construction, accidents, etc.   When we perform maintenance windows we provide notice to the association.   There is a bulk service contract to the community.

  2. While the interruption of service begins our **************** team are not aware of the cause of the interruption and due to the specifics of the scope of work we cannot predict the restoration time.  

  3. hen this customer requested an internet speed upgrade in 2023 it was unavailable as we were in the process of an infrastructure upgrade.   This upgrade is available.

  We apologize for the service interruptions that are beyond our control and will attempt to a better job with communication.

  Thank you.

  Business Response

  Date: 06/19/2024

  This was an instance in 2023 which has been addressed.  Customer was refunded her monies as she has confirmed.  We are not at liberty to discuss any other customer issues.

  If there are any further issues please let us know.

  Thank you for the reach out.

• Initial Complaint

  Date:04/03/2024

  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.

   
  Complaint: 21527735
  
  I am rejecting this response because:
  The company did not address their process regarding how long it takes for maintenance to review emails.  Did they listen to calls? They also did not fix the entire problem because the temporary fix made my neighbors loose service they are still awaiting the fix and are still out and a new board is needed.
  Sincerely,
  
  *******************ance had to review all pictures and then send someone out and it could take a crew to fix the issue. She said There is no ETA I could call or email daily for status if I want. She could not tell me if it will take hours, days weeks or months. This makes no sense I work from home and need my WiFi. I work for a utility and I know there has to be a time frame. I was told I could email Support @opticaltel.com subject outage tv and internet ticket#*******. Please review and assist with an estimate of time I will also contact my HOA. Please ask all calls from ************ be reviewed.

  Business Response

  Date: 04/07/2024

  Customer reported the outage to ******************** at approximately 12:30 p.m. on April 2, 2024.  Field technician was dispatched on April 3, 2024 and noted fiber damage *** not be repaired.   Noted possible replacement of fiber run.  The damage required our maintenance/fiber team's skill.  The team was dispatched on April 4, 2024.  Damage was due to an ant infestation at the home.  All services were restored on April 4, 2024 at approximately 4:30 p.m. by running a new fiber run from the vault to the home.

  Business Response

  Date: 04/09/2024

  Opticaltel has an agreement with the Association which contains the language for service interruption responses.  Since the agreement is with the Association and not directly with the customer she may reach out to the Association for such.  

  Thank you.

  Business Response

  Date: 04/10/2024

  Opticaltel has an agreement with the Association which contains the language for service interruption responses.  Since the agreement is with the Association and not directly with the customer she may reach out to the Association for such. 
  

• Initial Complaint

  Date:03/21/2024

  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.

   
  Complaint: 21464799
  
  I am rejecting this response because: this is not correct!     We have never had a 85mbps test run after 8pm.   EVER!   In fact we had one that got to 60mpbs and then minutes later it was 10mbps.
  
  Sincerely,
  
  *********************the problem". We are paying for a service that we are not getting. I also will be contacting a Consumer Product Attorney on this matter. Losses go well beyond the money we pay for the service. We cannot rent to people who want to work from home or game on-line that requires the minimum speeds they advertise.

  Business Response

  Date: 04/19/2024

  We apologize for the delay in response, however, we needed to reach out to our Tech Support and Engineering Team to confirm our response is accurate.

  Opticaltel does not throttle internet speeds. The customer is part of a bulk contract with a condominium association and is subscribed to 100 x 20 Mbps.  The infrastructure is a cable plant.  The internet speeds are not dedicated to each unit. Our utilization does not exceed above 40% during peak times.
  
  Opticaltel has gone through great lengths to prove that we do not have a back end issue or an issue at the head end location.  On April 15, 2024 we performed a headend speed test which proved out.  This was reported to the customer and the customer reported on his pc via ethernet with no VPN 85 mbps download.  0%  packet loss.  Ping tests were good throughout and the modem signal was great.
  
  Opticaltel offered to use Splashtop/remote desktop program on their PC to further investigate but the customer declined. 
  
  At this time we have exhausted our resources to confirm  his suspicions/concerns. 
  
  If you have any further questions, please do not hesitate to contact us.
  
  

   

   

   

  Business Response

  Date: 04/22/2024

  We addressed the process, our outcome and the limitations of our investigation due to the customer not allowing us to remote into his device that he states he has an issue with.  

  Unfortunately, we can not proceed further to substantiate the customers complaint.

  Please note that this is a cable plant and there is no dedicated speeds to the unit.  In addition, the customer is not always hard wired in to our modem when reporting slow/low speeds.

  Thank you.

  Business Response

  Date: 04/22/2024

  We addressed the process, our outcome and the limitations of our investigation due to the customer not allowing us to remote into his device that he states he has an issue with.  

  Unfortunately, we can not proceed further to substantiate the customers complaint.

  Please note that this is a cable plant and there is no dedicated speeds to the unit.  In addition, the customer is not always hard wired in to our modem when reporting slow/low speeds.

  Thank you.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21464799
  
  I am rejecting this response because it is untrue.   We will call them again and do whatever they ask us.   They still have not explained why speeds go from 90-100mbps during the day to 5-10 mbps at night with the same hardware and apparently a 40% usage rate.

  I assume they are also denying that their tech called me on 3/1 and said "we are aware of the problem and are working to fix it".    Could the company please explain what was fixed?

  
  Sincerely,
  
  *********************