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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/29/2022

      Type:Sales and Advertising 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 started my service in February 2022 , worked fine for 2 months. Had to restart my equipment after each billing cycle. In June this no longer worked. I can not reach any one to resolve this issue or just cancel my service.

      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 contact info and the best time for us to reach out?

    • Initial Complaint

      Date:08/27/2022

      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.
      They are charging me for services I am not getting

    • Initial Complaint

      Date:08/25/2022

      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 have been without internet for 3 weeks. Was told I needed a new **** card. The second week I was provided a tracking number. Package was never sent. They tried to blame *** so I contacted *** . *** said there no issue with here system in the area. I went all week getting a run around. Get to Friday of the second week an I am told they will send another **** card. I was provided a tracking number Tuesday of this week. I was told it would ship Tuesday, then Tuesday became Wednesday. Wednesday around and is changed to today. I was told by a employee named Cess that they had confirmed that my **** card would be shipped today. I contacted *** again they said they have not received pick up request for my package. These p people were told multiple times my child is home school and they are not taking this into account. They need to quit lying to their customers and fix their issues and it should not take a month for these issues to be fixed.

    • Initial Complaint

      Date:08/24/2022

      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.
      July I made initial contact to cancel service. When Talking to a representative they procrastinated an answer on how to cancel services and said the manager was currently busy. The representative then proceeded to hang up on me. I thought it was odd so I attempted to call them again. Since that Conversation I have attempted to call over 50 times to cancel services and have yet to talk to any representative. The call ends after being on an automated hold for 10 minutes. I went to their website and submitted several "Cancellation Support Tickets" and have yet to ever receive any assistance with cancelling services or direction on how to do so. I have emailed the ************************************ email over 20 times requesting assistance to cancel services with no response. They continue to attempt to auto draft my account for months but I continue to dispute or cancel attached bank accounts. I will not be charged for services I do not want, use or need and that I have attempted endlessly to cancel. The zero response after initial cancellation request leaves me to believe that U2Connect black lists all phone numbers, email addresses and IP addresses that request cancellation, leaving the customer with an auto drafted bill that can not be cancelled. To test this I called the Help Line from a device that is not attached to the account and got an answer right away. Also none of the links to Terms of Service, Payment Policy sent with my initial sign up are active. They are all 404 not found links. Very shady business practices from this company that should be shut down. After reading MANY other review on ************************ Maps, BBB I feel this is a common practice for this company.

      Business Response

      Date: 09/26/2022

      Account has been cancel as per client request.

      Customer Answer

      Date: 09/26/2022

       
      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:08/22/2022

      Type:Billing 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.
      The company is refusing to cancel my service after multiple attempts to get them to do so. I asked them to cancel at the end of **** since I had paid for **** but got no service that whole month. Since then I have had no service and thus have not paid. The service was on a pay per month but the catch was to have a card on file and auto pay. When I told them to cancel my service I also cancelled my card because I did not trust them in the first place not to steal my money. Since then, they will not cancel my service and continue to try and send me a bill which is now up to almost $300.00 past due even though I have tried to get them to cancel this account for over two months now. During all this time that I have not paid I have also not had service since that is the reason I cancelled.

    • Initial Complaint

      Date:08/22/2022

      Type:Service or Repair 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 tried numerous times to call this company, I have left my number numerous times in the queue for a return call and nothing or I wait on hold so long the system hangs up on me. I havent had internet service for the past two months, I want to be credited for those months and I also put in a cancellation request last week, and they ended up charging my card for another month. There system will not allow you to remove your payment info so that you cant be charged. Need answers ASAP. I dont think this is right at all. Customers paying for a service that they arent getting.

      Business Response

      Date: 09/22/2022

      Refund was process to client for the amount of $89.00

       

       

       Transaction ID: 63947528920Create ARB Subscription from Transaction
      Transaction Status: Refund/Pending Settlement  
      		     
      Settlement Information
      Settlement Amount:USD (89.00)
      Settlement Date and Time:
      Authorization Information
      Authorization Amount:USD (89.00)
      Submit Date/Time:22-Sep-2022 14:21:23 EDT
      Authorization Code:
      Reference Transaction ID:63830405030

    • Initial Complaint

      Date:08/21/2022

      Type:Billing 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 ordered internet service through this company and it worked great for about 3 months and on 8-10-2022. Appointmently 4 a.m. the internet went out. I tried all the usual things to reboot and nothing. I called company and finally got ahold of them and they daid sim card went out so they would send me a new sim card in 3 days and here it is 8-21-2022 and still no sim card or internet even though they took my money for another months payment and can't get ahold of anyone from the company. I had asked for my payment back and partial payment from the previous month for 6 days. 11 days and no resolution to the problem.

    • Initial Complaint

      Date:08/05/2022

      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 internet service went out on July 14th. I called several times and got a busy tone. Several other times I reached a recording saying they were closed even though I was calling during the business hours specified in the recording. I was sent to voicemail 4 times and left a message. I emailed 2 different emails addresses. I have pushed 2 for a call back at least 6 times. I filed a dispute with my bank for the money this company took out for my bill because I didnt receive the services I paid for. I also blocked the merchant from my account until I could get issue resolved at the banks recommendation. I finally got through on the sales line on July 25th and requested a new sim card (Ive had this technical issue before). The guy said I would get it in 3-5 business days. No card came. I called 4 times 7 business days later, waited an hour+ with no answer then got someone on the 4th call after 2 hours of waiting. He said all he could do is request a follow up for my issue when I asked if a sim card had been sent to me. He couldnt even tell me that. I asked to speak with someone who could help me now, and did not want a follow up due to being unable to get a response to any of my previous voicemails, callback requests, and emails. Noone would take the call. I requested a refund as I would be cancelling service so a credit would be pointless (I planned on cancelling the dispute with my bank if refunded). Today.they have gone under another name to withdraw the money from my account (because direct deals corp was blocked they used u2c), I still have not received a follow up of any sort, I spoke with someone on ******** Messenger who also could only request a follow up. Im told to cancel online, but see no option to do so online. I even tried changing my card to one I no longer use and cancelling auto draft. It will not save the changes. I can not reach a resolution with this company because they will not contact me to do so (or anyone else it seems from the reviews).

    • Initial Complaint

      Date:08/04/2022

      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.
      One July 24, 2022 I received an email about my account and that if I had autopay on I should not be receiving the email. (I never use autopay), yet a few hours later I receieve another email thanking me for my payment. I never authorized this payment. U2 Connect turned on autopay with my consent and took my money. I didn't have internet service for almost 3 weeks of the 4 week billing period. I was promised numerous times I'd receive a call back or an email within 24 hours because I asked for a refund for those 3 weeks I was without internet and now I can't get through to anyone and they keep hanging up on me. That was on July 24th, 2022. It is now August 4th, 2022. Still nothing has been resolved. I just want the refund.

    • Initial Complaint

      Date:07/30/2022

      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.
      On June 27, I had no internet service. I called au2Connect and was told my Simm Card had gone bad and another one would be sent out in 3 to 5 business days. It is now July 30 and no SimmCard. I have repeatedly called and emailed, only to be told they are opening a ticket or a label has been created and sent to the warehouse. They didn't have any trouble charging my credit card.

    U2 Connect Now is NOT a BBB Accredited Business.

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