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:07/18/2025

  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.

   
  Complaint: 23619053
  
  I am rejecting this response because:
  I got a call from a supervisor 5 hours after my call to your company. I dont find that acceptable. I also dont find it acceptable that the supervisor explained away the customer service issues (saying he coached the team on their indiscretions) and the fact that I didnt get a callback for over five hours (saying the supervisors were busy). I also dont find it acceptable that your company doesnt provide your customers with any recourse (no corporate resolution office or access to company leadership) if theres an issue with management. You seem to think that fixing my connection issue is the same as fixing the customer service issues I encountered and your response completely fails to address or apologize for the hoops I was forced to jump through in order to get my connection issue resolved and to voice my concerns to your management team. Thats not good customer service and thats whats wrong with internet/ cable/ wireless companies in general. Congratulations, youve officially joined the club with the rest of the big tech companies who count on new customer acquisitions to pay your bills.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/18/2025

  Hello, 
  
  Thank you for sending this our way. We have received this case and outlined the customer details below: 
  - Mr. ****** reported a service issue on the morning of July 18th.
  - Our Technical Support team promptly dispatched a technician the same day to address the problem.
  - A Tech Support Supervisor also returned Mr. ******* callback request on July 18th and left a voicemail with direct contact details for further support.
  Based on the above, we consider this issue resolved and closed.
  
  While we understand Mr. ******** concerns about communication and accessibility of leadership, our records indicate the issue was addressed swiftly and contact was made as promised.
  
  We acknowledge his feedback and are evaluating internal procedures to improve our responsiveness and customer callback protocols.
  
  At this time, the issue has been resolved and the case is considered closed.
  
  We appreciate Mr. ******* business and will continue working to enhance our customer service efforts.
  

  

  Business Response

  Date: 07/21/2025

  Thank you for the continued feedback. We want to apologize for the frustration and difficulty Mr. ****** experienced.
  
  While we understand that a five-hour delay in the callback was disappointing, we do want to note that our internal supervisor callback service level agreement (***) was followed. Our leadership team does take calls live when they are available. When they are assisting other customers, they return calls as quickly as possible based on priority and availability. Based on our records, Mr. ****** returned our supervisor's call and was able to speak with him that same day. That said, we acknowledge this timeframe did not meet Mr. ******** expectations.
  
  We also understand Mr. ******** concern about limited visibility into higher-level escalation paths. Its clear from Mr. ******** message that the ability to voice concerns beyond frontline leadership is important, and Mr. ******** feedback has been shared directly with our operations team. We continue to actively review our escalation process to identify how we can make it more transparent and accessible moving forward. Mr. ******** feedback is helpful for meaningful steps toward better customer service.

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation is acceptable to me although I am disappointed that the company failed to follow through with a promised call by the next level manager. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/10/2025

  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: 07/11/2025

  Thank you for bringing this to our attention.
  
  We understand how frustrating it must have been to repeatedly call without reaching someone. We're happy to share that the designated phone line was activated today, and the Account Manager for your community let us know she has already reached out to you directly. She confirmed that everything is now set for your installation.
  
  Regarding the sod restoration we recognize the importance of restoring your property properly. This is part of our final project phase, and your location has been noted.
  
  We appreciate your patience and look forward to providing you with a better experience moving forward. If you have any further concerns or questions, please dont hesitate to reach out.

• Initial Complaint

  Date:07/09/2025

  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.

   
  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,
  
  ****** *****peak to supervisors I was told none were available and that I will get a call back but never did. I am over this back and forth with a company that can easily pursue you for late charges or collect quickly but does not show the same initiative to handle refunds.Lastly, I do want to state that I requested a copy of my contract from when I started service and they were NEVER able to provide me with contract.

  

  Business Response

  Date: 07/11/2025

  Thank you for taking the time to share your experience. We want to assure you that your refund check will be mailed out within the next couple of days. Additionally, a copy of your original service agreement has been emailed to you as requested.
  
  One of our supervisors attempted to contact you on July 9th, but was unable to reach you. If you still have additional concerns, please feel free to reach out to us directly at ************.

• Initial Complaint

  Date:06/26/2025

  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.

   
  Complaint: 23522733
  
  I am rejecting this response because:

  This is exactly what they said to me. Noone ever resolved the issue or even addressed it in any way.  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 06/27/2025

  Thank you for bringing this to our attention. Our team is currently reviewing the details and will conduct a thorough investigation. We are committed to resolving this issue promptly. We appreciate your assistance and the opportunity to address these concerns.

  

  Business Response

  Date: 07/01/2025

  Hello, 
  
  Thank you for sending this our way. We researched this case and have issued a check for the requested amount of $200, which Mr. ********* will receive within 10 weeks.
  
  We are considering this matter closed and resolved.  
  
  Thank you

  

  Business Response

  Date: 07/01/2025

  Hello, 
  
  Thank you for sending this our way. We researched this case and have issued a check for the requested amount of $200, which Mr. ********* will receive within 10 weeks.
  
  We are considering this matter closed and resolved.  
  
  Thank you

  

  Business Response

  Date: 07/01/2025

  Hello,
  
  We want to confirm that the matter has been reviewed and approved by our leadership team. A check in the amount of $200.00 will be mailed to Mr. ********** Please allow up to 10 weeks for delivery, as communicated previously. This action reflects a final resolution to your request regarding the false alarm charges. We consider this matter fully resolved and closed.
  
  Thank you for your understanding.

  

  Business Response

  Date: 07/02/2025

  Hello,
  
  We want to confirm that the matter has been reviewed and approved by our leadership team. A check in the amount of $200.00 will be mailed to Mr. ********** Please allow up to 10 weeks for delivery, as communicated previously. This action reflects a final resolution to your request regarding the false alarm charges. We consider this matter fully resolved and closed.
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23522733
  
  I am rejecting this response because:
  
  

  10 weeks to send the requested $200 is not acceptable. Bluestream said they stated 10 weeks previously. Actually what happened is that I called in and spoke to someone and no one EVER contacted me about it.  This is the reason for this complaint. So my concern is wait 10 weeks (2.5 months) . Then Bluestream just ignores it. Get me a check in 2 weeks. That would be acceptable!

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

• Initial Complaint

  Date:05/29/2025

  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.

  BBB, today I received a check for the amount of $80.67, I expected more, but I,m satisfied. I want to thank you and the BBB for your assistance in this matter. ******** *******

   

  

  Business Response

  Date: 06/03/2025

  Dear BBB and Mr. ******************** you for bringing this matter to our attention. We sincerely apologize for the delay in issuing the refund check and for any inconvenience this may have caused.

  We are pleased to confirm that a refund check was sent via ***** on June 2, 2025. An email was sent to the subscriber with the ***** tracking number, and delivery is expected within three business days.

  We appreciate the subscribers patience and thank them for being a valued customer of ********** ********************. If there are any further questions or concerns, we remain available to assist.

   

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************
  

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  BBB, today I received a check for the amount of $80.67, I expected more, but I,m satisfied. I want to thank you and the BBB for your assistance in this matter. 

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

  Customer Answer

  Date: 06/04/2025

  The BBB has help and assisted me more than once. They are great, if someone has a problem with a business, etc. contact the BBB, I give them an A+.

• Initial Complaint

  Date:05/24/2025

  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.

  Within the past year we have had to have Bluestream technicians come out 5 times to resolve internet/tv services lost. Every time we lose service we call and spend at least a half an hour or more troubleshooting with technical support only for them to have us try the same things over and over again and not being able to help us. Then they have a technician come out, sometimes weve had to wait 3-5 days for a technician leaving us with no internet and/or tv. Every time they come out the technician cant figure out what the actual problem is but does a temporary fix. Then within a couple weeks or months the same thing happens. This is a recurring problem and they are doing nothing to solve the main problem. Its caused frustration and interferes with my job because I sometimes work from home but without internet I cant do anything. Now our internet is out again. They scheduled us an appointment for today but the internet started working on its own last night so I cancelled. Now the internet it out again and they say we have to wait 3 days for a technician. We are at our wits end and just want them to solve the issue permanently.

  

  Business Response

  Date: 05/27/2025

  Dear BBB Case Manager and Customer,

  Thank you for bringing this matter to our attention. We sincerely apologize for the ongoing inconvenience and frustration the subscriber experienced due to recurring service interruptions.

  Following the most recent visit on May 27, 2025, our Technical Operations team confirmed that all service-impacting issues were resolved. The maintenance team took additional steps beyond the standard service protocol to ensure a long-term fix, including infrastructure-level adjustments designed to prevent further disruptions.

  We are pleased to report that the subscribers services are now fully operational. As a courtesy, we also reached out directly to the subscriber to confirm service stability and will continue to monitor the account for any further anomalies.

  We remain committed to delivering reliable service and appreciate the subscribers patience while we worked toward a permanent resolution.

   

  Kind regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

• Initial Complaint

  Date:05/12/2025

  Type:Delivery 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.

  On 5/8/2025 I received a bill from blue stream fiber for $180.99, which is ***** more than my previous months bill. I attempted to call them to determine WHY my total amount due has been increased by $******** order to speak with a customer service person,I will be billed ******* have never heard of, being billed for asking a question. Is this allowed?

  

  Business Response

  Date: 05/13/2025

  Dear BBB Case Manager & Customer,

  This message is in reference to the case submitted by Ms. ***** ***** regarding billing concerns with Blue Stream Fiber.

  Following up on our prior written communication, I sent an email to Ms. ***** outlining the available options to reduce her monthly bill. Additionally, I attempted to contact her by phone on 05/13/25. During the call, while I introduced myself and the company, Ms. ***** appeared unfamiliar with Blue Stream Fiber as her TV and internet provider. The phone number and email address used to make contact match the information provided in the case.

  At this time, we are awaiting Ms. ****** response to determine how she would like to proceed. We remain available to assist and resolve the matter as soon as we receive further direction from her.

  Please let us know if any additional information is needed.

   

   

  Kind Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************
  
  
  
  

  

  Business Response

  Date: 05/13/2025

  Dear BBB Case Manager & Customer,

  This message is a follow-up regarding the case submitted by Ms. ***** ***** concerning billing concerns with Blue Stream Fiber.

  Ms. ***** returned our call and we were able to speak directly. During the conversation, we reviewed her concerns related to a recent rate increase. We resent the rate adjustment notification for transparency and worked with Ms. ***** to apply a more cost-effective service plan. As a result, her new monthly rate reflects a minimal increase of less than 1.5%. Additionally, we agreed to assist her with switching to paperless billing, as requested.

  Please let us know if any further information is needed.

   

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

  

  Business Response

  Date: 05/14/2025

  Dear BBB Case Manager & Customer,

  This message is a follow-up regarding the case submitted by Ms. ***** ***** concerning billing concerns with Blue Stream Fiber.

  Ms. ***** returned our call and we were able to speak directly. During the conversation, we reviewed her concerns related to a recent rate increase. We resent the rate adjustment notification for transparency and worked with Ms. ***** to apply a more cost-effective service plan. As a result, her new monthly rate reflects a minimal increase of less than 1.5%. Additionally, we agreed to assist her with switching to paperless billing, as requested.

  Please let us know if any further information is needed.

   

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

• Initial Complaint

  Date:05/01/2025

  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: 05/09/2025

  Dear BBB Case Manager and Customer,

  Thank you for bringing this concern to our attention. At Blue Stream Fiber, we deeply value customer satisfaction and approach all concerns with urgency and empathy, particularly when addressing issues affecting our most vulnerable customers.

  Upon receiving this complaint, we immediately conducted a thorough investigation into the customer's billing concerns. Our investigation specifically focused on the unexplained credit card adjustment of $131.05, identified as the main cause of confusion and subsequent billing discrepancies.

  In response, we have promptly credited the customer's account, reversed all associated late fees and penalties, and provided an additional courtesy credit. Furthermore, we expedited the restoration of the customer's phone service.

  We remain committed to clear, compassionate, and proactive communication, ensuring our customer fully understands the steps taken toward resolution. Additionally, we are improving our notification processes to
  proactively alert customers to significant adjustments or account changes, especially those involving elderly or disabled individuals.

  We sincerely apologize for any distress or inconvenience caused and appreciate the opportunity to promptly address and resolve this matter. Our primary goal continues to be maintaining our customers' trust and
  satisfaction with ********************** services.

   

  
  
  
  Kind Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

• Initial Complaint

  Date:04/18/2025

  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.

   
  Complaint: 23223850
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Garconnetpayments. I explained that I am a single parent facing challenging circumstances, and managing the current bill is becoming increasingly difficult. While I understand that policies are in place, I am seeking some compassion and understanding during this tough time.I respectfully request that this matter be escalated to someone who can review my case thoroughly. I would appreciate a follow-up phone call at [Your Phone Number] to discuss this further.Thank you for your time and consideration.Sincerely, ***** Garconnet Account #******* *******************

  

  Business Response

  Date: 04/22/2025

  Dear BBB Case Manager and ********************************* you for the opportunity to respond to the concerns submitted by ******************** regarding her recent experience with Blue Stream Fiber.
  We sincerely apologize for any frustration caused during her interaction with our support team and for the service disruptions she experienced. We also acknowledge that Mrs. ********* specifically requested a phone conversation with a supervisor, and we regret that this request was not honored. We understand how important it is for our customers to feel heardespecially when navigating ongoing service challenges and financial hardship.

  After reviewing her account and considering the circumstances she shared, we have applied a courtesy credit as a gesture of goodwill and in recognition of the hardship she expressed. While we understand that billing policies are in place, we also believe in approaching each situation with empathy and flexibility whenever possible.

  We have encouraged Mrs. ********* to contact our Customer Experience team directly at ************ should she need further assistance or wish to discuss payment arrangements in the future.
  Blue Stream Fiber remains committed to delivering reliable service and compassionate support. We value Mrs. *********s long-standing relationship with us, and we hope this resolution brings clarity and assurance that her concerns have been taken seriously.

   

  
  Sincerely,
  ******** ********
  ***************************************start="1810" data-end="1813"> Blue Stream Fiber
  ?? **************************************************************
  ?? ************