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:04/01/2024

  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.

  I've used this business for the last 3 years. Call about once a month to see if they can resolve my issue. Unfortunately the only thing that happens is a message from the owner with some excuse for why it can't be fixed.. I have been trying to use the internet for basic everyday tasks. Including business calls, internet surveys. I'm paying for a service every month and not one month have I been able to use this service to the ability I'm paying for. I'm paying for 450mbps and only getting about 20mbps. Spencer the owner of the company texted me yesterday and said I'm currently removing you from my service the day after I paid Mt bill for that month. Then sends me a $45 dollar credit for my next bill...... knowing he just canceled me so I can't use that bill anyways. Never used any type of profanity.. always super nice on the phone. Totally uncalled for. I have messaged him a few times and his response is I'm the owner I can do what I please

  Business Response

  Date: 04/02/2024

  The customer’s complaint is missing core details of his service and incidents.  We will provide the full details in our response.
  
  Service:
  
  Customer is renting an apartment in the Ronay Residences.  BluBroadband ISP has a contractual agreement with the Ronay Residences to provide all residences with a base service of 25Mbps download and 25Mbps upload internet service.  The building owner pays BluBroadband ISP a discounted, bulk rate and includes the base plan in the tenant’s lease agreement.  BluBroadband ISP also provides upgrade option billed directly to the tenant if they choose to upgrade.  There is no exclusivity barring other providers from providing to customer at full price of their services if the customer chooses in our contract with the building.
  
  
  Past Incidences:
  
  Here is a list of all customer’s reported issues in the lifetime of customers service.
  
  Ticket # 266 / 12/12/2022 4:49pm – Customer called to report slow speeds.  Customer’s speedtest result – 127.2Mbps download, 40.2Mbps upload, 8ms ping.  Internal speedtest result – 135.3Mbps download, 132.1Mbps upload.  Resolution on 12/14/22.
  
  Ticket #385 / 12/30/2022 6:44pm – Customer called to report high latency while playing Call of Duty Warzone on Xbox.  Customer’s speedtest result – 149Mbps download.  Support helped Customer setup new router we sent to him.
  
  Ticket #403 / 1/20/2022 1:32pm – Customer called because experiencing slow speeds.  Customer’s speedtest results 40Mbps download, 20Mbps upoad.  Resolution 1/23/22 after lightning damage was repaired.
  
  Ticket #586 / 6/5/23 7:40pm – Customer called because customer could not stream games on his Xbox. Resolution – 6/5/23 7:55pm.
  
  Ticket #697 / 9/5/23 8:51pm – Customer called because of slow speeds while connected to WiFi.  Speedtest result: download 25.5Mbps, 189ms ping.  Resolution 9/5/23 8:58pm.
  
  Ticket #767 / 10/24/23 9:09pm – Customer called of lagging on Xbox games.  Customer speedtest results: 39.82Mbps download, 9ms ping.  Resolution 10/24/23 9:42pm.
  
  Ticket #1073 / 3/7/24 9:09am – Customer called of slow speeds.  Customer’s speedtest result: 79Mbps download, 40Mbps upload.  Resolution: 3/8/24 5:20pm
  Ticket #1095 – 3/19/24 – Customer called of speeds being slow again.  Customer’s speedtest result: 56Mbps download and 40Mbps upload.  Customer began texting owner who updated him of the issue and asked him not to call support since he has updated customer.  Customer continued calling support for updates, despite receiving updates via text messages.  Resolution 3/30/24 3:41pm: Downgrade customer to service we can provide him (and included in his rent).  Issue refund to customer’s CC.
  
  Response to claim:
  
  Please edit this response to a BBB claim:
  
  Customer’s claim is that he has not received his upgraded speeds in the 3 years of service.  Furthermore, customer claims he only gets 20Mbps of internet service from BluBroadband ISP in a single month.  Customer also claims he is unable to do basic everyday tasks as business calls or internet surveys.  Customer is requesting a refund of $1200 in their claim.
  
  Customer chose to upgrade to the Ronay 400 plan.  This plan provides up to 420Mbps download and up to 420Mbps upload internet speeds for $45 a month.
  
  BluBroadband ISP denies the customer’s claims of not receiving his upgraded speeds a single month in a 3 year period.  BluBroadband ISP also denies the customer’s claim that he only get’s 20Mbps of internet speed.
  
  As you can see from the attached file named “customer-bandwidth-chart”, which is a chart of the customer’s average speed usage in a 1 year view, not only has the customer’s average speeds been well above 20Mbps, his maximum download speed reached 526.82Mbps.  This chart shows, that although the customer doesn’t use his full speeds on a regular basis his service is capable of receiving the advertised speeds of his service and it is capable of receiving such speeds on a monthly basis.  Furthermore, when you look at the speedtest results collected during each time the customer called to report an issue, the vast majority shows speeds above 20Mbps.
  
  BluBroadband ISP denies the claims that the customer is unable to do basic everyday tasks such as business calls or internet surveys.  The rules of internet usage does not allow for his claim to be true.  In a scenario the customer was only receiving 20Mbps, this would still be enough speed to do any basic internet task.  As reported by CNET ******************************************************************************** web browsing requires 3-5Mbps, video calls require 3-5Mbps, online gaming requires 3-6Mbps.  But, we have already proven BluBroadband ISP is providing more speed than required by looking at the customer’s internet usage.
  
  BluBroadband ISP denies the customer is entitled to an additional refund of $1200.  Per our Terms of Service (******************************************* BluBroadband ISP is not responsible to or will issue refunds from services already rendered.  All service fees with BluBroadband ISP are prepaid.
  
  BluBroadband ISP’s response to customer’s “messages from the owner” – Customer was contacting the owner of the company via text message to his personal cell phone.  This is not an authorized means of support or a phone number that was given to the customer by the owner of the phone number.  The customer should not have been contacting this number and should only be contacting the business at the advertised number for support and billing issues.
  
  On 3/30/24 BluBroadband ISP chose to downgrade customer because of repeated claims that we could not provide him service above our legally obligated requirement with the property owner.  At this time an refund was issued to his credit card for the prepaid service fee that wasn’t rendered yet.  Refunds take 3-5 business days to show up on the customer’s account.

  Customer Answer

  Date: 04/02/2024

  
  Complaint: 21514282
  
  I am rejecting this response because: I noticed you put quite a few dates for all the claims over the years. I also notice in your previous message it shows I'm paying $45 a month for 400mbps. In none of those messages does it show I'm recieving what Im paying for. It seems as if every single one is more than half of that. I did also provide a few more photos showing I call about once or twice a month for the issue to be resolved and all that happens is the ticket closes but the problem stays open. I also provided a few more photos of dates I sent spencer a message with the current speeds which I noticed he didn't mention in his charts of times the system was down, or due to rain we can't use our internet. Not in one calander month did we receive the speeds we were paying for. Always another reason for why the issues were happening and never a solution to the problem! 
  
  Sincerely,
  
  Austin ******

  Business Response

  Date: 04/02/2024

  In response to your latest communication, we acknowledge your continued concerns and rejection of our previous response. We aim to further clarify the points raised in your message without undermining your experience.
  
  Service Speed and Subscription Clarification: The documentation and data provided in our responses, including the "customer-bandwidth-chart," were intended to demonstrate that the service to your location has achieved speeds up to and in some instances exceeding the 400Mbps as outlined in the Ronay 400 plan. These documents illustrate instances of service performance within the expected range. We understand you feel the service provided has not met your expectations. However, the data collected indicates that the service has been capable of reaching the advertised speeds.
  
  Support Ticket and Communication Process: Regarding the support tickets and your attempts to communicate service issues, including those messages sent to Spencer, it’s important to clarify that our official channels of support are designed to ensure that all customer issues are logged, tracked, and resolved systematically. Communications sent outside these official channels, including direct messages to any employee's personal contact information, are not entered into our support system and therefore not recognized in our official response or resolution processes. We rely on our formal support channels to ensure that every customer issue is addressed appropriately and efficiently.
  
  Service Availability and Weather-Related Concerns: It’s acknowledged that you have experienced service disruptions, which you attribute to various factors including weather conditions. While weather can impact any internet service provider's ability to deliver uninterrupted service, our infrastructure is designed to minimize such disruptions. The instances you’ve cited as leading to service interruptions are taken seriously; however, our records and the robustness of our network infrastructure suggest that these occurrences are exceptions rather than the norm.
  
  Resolution and Customer Service: Our aim is always to provide satisfactory resolutions to any issues our customers face. The closure of support tickets indicates that, based on our data and system checks, the issues reported were resolved or could not be verified at the time of the complaint. We understand this does not align with your experience and for that discrepancy, our customer service protocols dictate a review to ensure accuracy in our support process.
  
  In closing, while we respect your position and the frustration that has led to the rejection of our previous responses, we maintain that our service delivery and customer support actions have been in accordance with our stated service levels and resolution procedures. Our records and the evidence provided aim to show that the service capabilities at your location are consistent with the subscribed Ronay 400 plan, and that efforts have been made to address and resolve reported issues through our official support channels.

  Customer Answer

  Date: 04/02/2024

  
  Complaint: 21514282
  
  I am rejecting this response because: I see you mentioned due to me not calling in and waiting on hold for 10-15 minutes it wasn't a valid means of reaching out. I also want to note that spencer is the ceo/ founder of blubroadband.. so I'm reaching out to the owner of the company who acknowledged my concerns and in return didn't solve the issue. Also didn't record any of the information so his team could fix the issue.. also previously mentioned via photos... I would receive an email from. The company when service was complete. Nowhere did I see the services were completed or even acknowledged. You did mention that services were up to speed but yet I haven't seen any information stating for not ONE calender month did I consistently see the services working to status in which I paid for them. I'm paying for 400mbps and not received that one single month. You mentioned at times I would see those high speeds... correct me if I'm wrong I pay for that service every month and haven't seen those services consistently one single month let alone for the last few years. So I'm paying for a service I rarely... if ever get to use and in return you cancel my service instead of making it right. I also want to note that this issue was been going on way before our relationship. I've attached photos of people going thru the same issues, of having problems and being dropped instead of finding a solution. No phone calls back and overall lacking the services promised. This has been going on for over 7 years. They tell people they will call them back. Never do, instead they actually just cancel the service and move on. 

  Sincerely,
  
  Austin ******