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Business Profile

Internet Services

U2 Connect Now

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for U2 Connect Now's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 59 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Unresolved
      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 9/20/22 my internet stopped working. I was unable to reach anyone by phone; it either rang busy or put me on hold for 5 minutes then it automatically hung up. I finally found a way to reach them through ******** Messenger was told that they no longer worked with the provider my service was through. I never received any notice that this service would be ending. They offered to switch me to a different provider, of course at a higher price, and that I would receive a new SIM card in 3-5 business days. Today is 9/29 and after multiple contacts through FB Messenger, where they would only tell me to wait on a email update (which never came), they today told me that they were "testing" my SIM and I would receive it "soon" - 5 to 10 business days. Unacceptable.

    • Initial Complaint

      Date:09/28/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 had internet with U2Connect for a couple years now. We've had a few issues along the way but they always seem to work it out for us. I was past due on the bill and when another one came due they disconnected it I then went like 3 days later and paid the month I was past due and the new month in advance usually the internet's back on within a couple hours still no internet 4 hours later. So I try to call we called from different phones repeatedly for 2 weeks we never got to speak to anyone. If we did get through to this help desk thing to get help we would stay on hold approximately 10 minutes and then all of a sudden it would say goodbye and hang up. I then went on ******** and found their page and went to like a live chat but instead of a live chat it was actually a robot on messenger I have pages and pages where I have messaged them and they keep telling me that they'll check with the back end or put in a new update order with the back end. They tell me my **** card is defective and I need a new one. It is now a month later I still have no internet still have not talked to no internet, they still can't give me details as to whether it has been shipped yet or not and they sent me a bill this morning at 2:00 for my next month's service. Can someone please help me speak to someone there to tell me what is going on and what I can do to get a **** card sent to me? Where we live we are very limited as to who we can get internet through so I have to have internet this is my only option, I just need them to send my **** card and credit my account like they said for the 42 days that I haven't had internet.

    • Initial Complaint

      Date:09/25/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      For the past year Ive had 4g internet through this company. Approximately 2 weeks ago, my internet service quit working. I contacted the company through messenger seeking answers. This turned into me calling, emailing, and messaging this company daily asking for information in resolving this issue. They were not able to offer a solution to the problem. They repeatedly told me that they would check with their backend and file a report. After approximately a week, the scheduled automatic payment for service went through ( September 18,2022), but I still wasnt receiving the service paid for, and the company was still unable to tell me when my service would be restored. I then requested that my service be canceled and that my money be refunded. I was told to wait for an email confirmation of the canceled service. I never received such email, and contacted the company on two additional occasions asking that my service be canceled. Today is September 25, 2022 and my service still hasnt been canceled, and there has never been any follow up from the company regarding any of my above mentioned issues. And I still do not have internet service.

      Business Response

      Date: 09/26/2022

      We apologize for the inconvenience you experienced with our service during the time. We have already taken the measures to mitigate better issues that have been arising within this month. Our customer service team will be happy to help you with your refund request and cancellation demand. 

       

       

      Customer Answer

      Date: 09/27/2022

       
      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,

      *********************

    • Initial Complaint

      Date:09/25/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Have been without service for a week. Have tried multiple times to contact via email, message and phone with no answers.

      Business Response

      Date: 09/26/2022

      We're sorry to hear that you're experiencing issues with our services. We want to make sure we follow up with you and ensure everything is going well. Could you please provide your best contact number and the best time for us to reach out?

      Customer Answer

      Date: 09/26/2022

      best contact number ************

      Best time to contact after 3:30 pm cst

       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,

      ***************************

    • Initial Complaint

      Date:09/22/2022

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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 was on autopay with them and had to change credit cards so I tried to contact them through phone and messenger but never spoke to anyone. Tried email. Still nothing. Cant reach anyone and my internet is not working. Since May Ive had issues. But theyve been paid.

      Business Response

      Date: 09/26/2022

      We're sorry to hear that you're experiencing issues with our services. We want to make sure we follow up with you and ensure everything is going well. Could you please provide your email address and the best time for us to reach out?

      Customer Answer

      Date: 09/27/2022

       
      Complaint: 18115741

      I am rejecting this response because:
      They already have my email address. Theyve always had it and Ive tried to contact them thru their email but was never responded back to. They are just unreliable. I just want to pay what I owe them and be done with them. 
      Sincerely,

      *******************

    • Initial Complaint

      Date:09/21/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      Knew that their **** SIM cards would stop working and failed to inform their customers. Took my money for the month and my internet stopped working, because I have a bad SIM card. They claim they will send a new one but refuse to provide a shipping confirmation or tracking number. They just keep telling me backend is dealing with it. They refuse to provide any substantial answers and their customer service phone line will constantly hand up on you. Only way you can get ahold of them is through *********

    • Initial Complaint

      Date:08/30/2022

      Type:Product Issues
      Status:
      Unresolved
      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.
      My service through this company stopped working about 6 weeks ago after only having it for a few months. I contacted them and was told that the issue would be resolved within a few days, they were going to send out a new sim card same day. I called this company everyday for weeks after i didn't receive tracking and later the card. I work from home and needed. I never received a call back with an update after they told me they would, and my issue was never resolved. I contacted the company everyday for 5 weeks. Each time I called, same lies, company wide problem. After 4 weeks of this issue and me getting highly upset, I was finally told that they no longer are supported by **** and would be sending me a ******** card to try. I never got it. There are multiple times I tried to contact them thru the chat within their operating hours, but received a message about them being closed. Other times I would call, and the phone would automatically disconnect after 6.5 minutes of hold. They continued to take funds through autopay for services that I have not received. After fighting with them everyday, they said they were going to refund me no ?? asked. Then I was told that I was blocked from emails services, calls, and chat. I know I was blocked from chat because, my husband in the same room as me, got on the chat and tried to cancel our account. They will blatantly lie to you, and refuse to provide any refund, even though they are pulling it out every month. I have tried to cancel multiple times, but am just asked if I would like to wait to see if my service can be restored. My husband blocked them from pulling out of our account. I messaged to try to cancel and they had me fill out a form so i complied. they told me that in the next ***** hours I would receive a label for me to send back the modem and then I would receive my refund....After the reviews I have read on BBB I HIGHLY doubt I will ever get a refund. I guess I now own a modem unless i receive the refund.

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 contacted the company and told **** that my unit stopped working and I needed to cancel my account. Instead he sent me a new SIM card. I went on the website and "Canceled" my account. Then I have been calling regularly because I need some confirmation that the account is cancelled. I also still have the modem I want to return. Today (08/29/22) I called and talked to a woman in ****************** and pleaded with her to give me an address to send the modem. She hung up on me. I then called and asked for sales and got the same woman, and again she hung up on me. Then I called again for technical assistance and was hung up on before speaking to anyone. The woman told me to just throw out the modem but without any confirmation from her I feel I will still be liable for the cost of the modem. I WOULD NOT USE THIS COMPANY

      Business Response

      Date: 09/26/2022

      We're sorry to hear that you're experiencing issues with our services. We want to make sure we follow up with you and ensure everything is going well. We will send you an email with a return label to return the equipment.Thank you

      Customer Answer

      Date: 09/26/2022

       
      Complaint: 17793702

      I am rejecting this response because: They have told me on multiple occassions that they will send me this information in "24 hrs" and as such I find this response totally unacceptable. In further checking of this company on-line it seems to me that they may have actually ripped me off along with a multitude of others. I will wait the additional 24 hrs from this response but I hold out little hope. I did send them a Certified mail letter, return receipt requested but of course I have not yet gotten any response in that either.

      Sincerely,

      ***********************************

    • Initial Complaint

      Date:08/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 issues with service from the beginning. I have attempted to cancel service 5 times 3 on phone 2 via cancel form but yet the company is still charging me for service that is not being provided as per agreement. They are now fraudulently charging my credit card which I have had to contact the card company to stop. Their customer service is horrible you can't get them most of the time and their phone system drops your call after being on hold for a few minutes which doesn't allow you to get in contact with them. I do not recommend using this company.

      Business Response

      Date: 09/26/2022

      Thanks for letting us know. The charge was due to you autopay option  of your service and was removed you will be refunded in full. You should see the refund in a few business days.

    • Initial Complaint

      Date:08/29/2022

      Type:Customer Service Issues
      Status:
      Unresolved
      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 live in a rural area and have few internet choices. I use U2 Connect Now for my internet. The only thing they provide me is a *** card which I pay for monthly. I have continually had poor customer service with the company whenever there is an interruption in our internet. However, this last incident has been the absolute worst.I lost internet service Wednesday, August 24 so I called U2 Connect Now first thing Thursday morning. When I dialed the extension for Technical Support, I continued to get disconnected after 6 minutes of hold time (There was a robotic voice saying, "Goodbye"). Therefore, I dialed the extension for customer service. The customer service representative readily agreed to send a new *** card and told me I would receive an e-mailed confirmation once it shipped. I never received the e-mail or the *** card. Therefore, I called customer service again this morning ( August 29). I was told by this particular customer service representative that they are not authorized to send *** cards, only Technical Support is allowed to do that. She created a report and told me to wait 24 hours for an email.After speaking with the customer support agent, I called U2 *********************** times in an attempt to speak to someone with Technical Support. 16 of those times I was disconnected with the same "Goodbye" after being on hold for 6 minutes. Once, the call was answered, and I could hear a woman speaking Spanish in the background, but no one acknowledged me. Next, the call was disconnected as soon as I spelled my last name. Finally, I spoke to someone who said that a report had already been created and that I had to wait to receive an e-mail. When I asked why she couldn't authorize the shipment of a new *** card, she stated because a report had been created. I would have to wait for the magical e-mail. She never could tell me what would be in the e-mail. When I asked her what the "report" said, she immediately disconnected the call.

      Business Response

      Date: 09/26/2022

      Tell us why here...We apologize for the inconvenience that you have experienced with your order. Our customer service team will be in touch with you shortly to assist you with any questions or concerns. We will me sending you a replacement sim card to assure of internet connectivity.

       

      Customer Answer

      Date: 09/26/2022

       
      Complaint: 17791440

      I am rejecting this response because:  They have promised me a new *** card multiple times over the phone.  I no longer want their services.  I want a refund for the two months I was charged for internet and did not have internet.  I have already found another internet provider while waiting for the *** card they were supposed to have sent weeks ago.

      Sincerely,

      *********************************

    U2 Connect Now is NOT a BBB Accredited Business.

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