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:08/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am extremely disappointed and frustrated with how Fastlite Networks has handled the provision of internet services in the newly built homes in ************, *********, *******. As a recent homeowner in this community, I expected to have access to reliable and high-speed internet service, but my experience has been unsatisfactory.When I made the decision to purchase a home, I was under the impression that Fastlite Networks would ensure that internet connectivity would be readily available. Unfortunately, this has not been the case, and I believe the company has failed in its responsibility to provide adequate internet services for the following reasons:Lack of Options: It has come to my attention the builder, Richmond American Homes, has not made any effort to provide homeowners in this community with multiple internet service provider options. Instead, there is a monopoly held by Fastlite Networks, which leaves us with no alternative when experiencing issues or seeking better service.Inadequate Speed and Reliability: The internet service provided by the sole provider in our community is both slow and unreliable. Frequent interruptions, buffering during streaming, and high latency have become a part of our daily online experiences. This negatively impacts our ability to work from home efficiently and enjoy the digital amenities we were promised.Lack of Communication: Fastlite has not been forthcoming about the limitations of the internet service in this community. Prior to purchasing my home, I was not informed about the challenges and constraints associated with the available internet service, which I consider a fundamental necessity in today's world.Impact on Property Value: The poor internet service in our community has undoubtedly affected the value of our homes. In an increasingly digital age, a lack of quality internet access can deter potential buyers and lead to a decline in property values.

• Initial Complaint

  Date:08/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am a home owner at ************* which has been used as a vacation home under Airbnb in the past. I am now living on my property. I have left numerous voice mail regarding the lack of wifi services internet service we have experienced this week since 8/22/2023. I am a professional who work from home. This situation has been an inconvenient. It has resulted working from my car. My type of work does not allow me to work from any other place because of the privacy of our members. I am very disappointed that no one has reach back to inform us of the status of this issue. I have called Fastlite and left numerous messages. They have not return any calls. After paying so much on our *** fee, they should be some kind of attention placed on this issue. It seems that the *********************** at *************** and Fastlite does not care about the owners and seems to avoid speaking to any of us. Thats a lack of professionalism and of quality of service. I was told in the past that the staff at the *** office have been working from home because of this issue, well for myself, this is my home and I have no where else to work from. I will be making an official complaint to your company for the lack of attention to this matter. We pay over $400 in *** FEE for services that does not satisfy our needs to continue our Airbnb business or our own personal employment needs. Our guest complaint about the lack of internet service bringing our rating down. Issues as owners we need to address with our guests when a complaint is placed on us. The *** states it is a contract they have with Fastlite which cant be broken. I am requesting an investigation to this matter and assistance to break this contract so we can choose a better contract for our internet needs. Also a return of our *** fee for the lack of attention to this matter. This issue with our internet service has been a reoccurring issue seems like every month.

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am writing to file a formal complaint against Fastlite Entertainment, my internet service provider. For the past two weeks, I have been without wifi service, and despite numerous attempts, I have not received any response from the company regarding the service outage. This situation has caused immense frustration and inconvenience, and I am seeking your assistance in resolving this matter.Fastlite Entertainments failure to provide reliable internet service has disrupted my daily life significantly. As someone who relies on a stable internet connection for work, communication, and various online activities, the absence of service has hindered my productivity and impacted my ability to meet commitments.Equally distressing is the complete lack of communication from Fastlite Entertainments customer service team. My repeated phone calls and emails seeking assistance have gone unanswered, leaving me feeling neglected and ignored as a paying customer. This lack of accountability raises concerns about their commitment to providing satisfactory service.I urge the Better Business Bureau to investigate this matter and take appropriate action. It is my hope that by bringing this issue to your attention, I can find a resolution for this situation and prevent others from facing similar issues in the future.I kindly request the Better Business Bureaus intervention to ensure Fastlite Entertainment promptly restores my internet service and provides compensation for the inconvenience caused by their lack of response. Additionally, I believe it is crucial for the company to establish an effective customer support system to prevent such situations from occurring again.Thank you for your attention to this matter.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We signed up with ********* for internet service. We were not aware that they were partners with Fastlite network services which provided the internet services. They sent a letter in January they fail to reach an agreement and they would be handling billing and fastlite would handle internet and support. We have not had service, you cannot contact fastlite on all of their phone numbers published on their website belong to other businesses. ********* gave us ********** and that number goes to a voicemail that is full and hangs up on you. We called ********* to cancel service & request refund from January to March since we moved to Spectrum and it goes to a voicemail at 8:06 am. We are asking for a refund and cancellation of this account once and for all