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Business Profile

Internet Providers

GigaMonster

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 0 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:04/14/2023

    Type:Billing 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.
    We've been paying $111 a month for Gigamonster ****mbps and the speeds have never gotten even close to this number. Constantly are the speeds around 500mbps or less, and at their highest are around 800mbps. Its been extremely low lately around 200-300mbps. This is ridiculous

    Business Response

    Date: 04/18/2023

    Tried contacting customer via phone, however, there was no answer. Voicemail left with direct number. 

  • Initial Complaint

    Date:02/13/2023

    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.
    On 2-7-23 I requested to upgrade my HOA internet services to 500 mps speed from my standard HOA speed. A Gigamonster agent on the phone completed my request to upgrade and told me it would take 48 hours to see the upgraded speed on my internet service. Ive chatted online multiple times with their agents who escalated my case to high priority. It is now 2-13-23 and I contacted an agent from Gigamonster to see whats going on with my upgrade. The agent told me that they have no estimate of when the upgrade service will be completed. I attached a screenshot of my last conversation with the agent today 2-13-23 for reference. I also want my geographical region location to be changed to where I actually live in ********** and not in Marrieta, Georgia. I also contacted an agent about this location issue while playing online video games. The agent put a claim in about my issue and said there were similar claims already made. I havent heard back from that claim. I just want my internet upgrade service and geographical region location to be changed/completed.

    Business Response

    Date: 02/16/2023

    Email response sent to the customer on 2/16/23. 

    Customer Answer

    Date: 02/16/2023

     
    Complaint: 19398049

    I am rejecting this response because:
    I am waiting for my internet speeds to change to the 500mps. Also I will only accept a resolution when my geographical region location is fixed to the address that I reside in.
    Sincerely,

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

    Business Response

    Date: 02/16/2023

    Voicemail left with resolution. 

    Customer Answer

    Date: 02/16/2023

     
    Complaint: 19398049

    I am rejecting this response because: I stand by my last response that I will only accept when my geographical region location is changed. I understand this fix doesnt happen overnight but it was an issue that was caused by gigamonster.

    Sincerely,

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

    Customer Answer

    Date: 02/17/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary. Internet speeds still not 500mps?

    Regards,

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

    Business Response

    Date: 02/21/2023

    Better Business Bureau:

    I would like to reject the offer of Mediation for complaint ID ********.

    Regards,

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

  • Initial Complaint

    Date:01/22/2023

    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.
    This internet provider does not currently provide a reliable service and underserves the whole apartment community by providing speeds well below whats contracted. In my specific case I am not getting more than 15 Mbps when Im paying to get 100 Mbps. I have called technical support and after multiple visits the service is still not being provided according to what Im paying for.

    Business Response

    Date: 01/23/2023

    Email response provided to customer with a resolution. 

  • Initial Complaint

    Date:01/04/2023

    Type:Service or Repair 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.
    I had this service since 2018. This business does not provide adequate internet service. I have this same ongoing issues with this provider GIGAMONSTER. My internet service is always down. Whenever I need the internet it doesnt work or it might work on one or two televisions at a time. I have not been able to conduct my business from home. I had to sit around the holidays without internet service since before Christmas **** ********** New Years **** and New Years to currently today waiting for my internet to work properly. They provide the worst service. I work from home and I am forced to be stuck with this bad service against my will. My apartment complex has a strong contract with this company that does not allow any other internet providers to service this area. Whenever I try to outsource other services I am told that my address cannot be served. It is unfair that I am forced to only use this internet service. When ever I try to speak with someone with higher authority I am told that they dont know who I should talk to. I have been calling everyday or every other day since December 27, 2023. They keep saying that it is a partial outage but I keep trying to explain to them that this is a continuous problem before the partial outage occurred. Im just asking for a resolution. This has been going on for years but ** still forced to pay for internet service that I am not receiving.

    Business Response

    Date: 01/09/2023

    Email response sent with a resolution. 

    Customer Answer

    Date: 01/09/2023

     
    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:12/24/2022

    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.
    Gigamonster, llc is the sole internet Provider for an apartment community that my family moved into in August. I work in the broadband field as well, and am well versed in data transmission. Since day 1, the internet services being provided in the Apartment Complex are far below what most people would consider "the standard". The #1 issue is the latency. In laymens terms, their is not enough equipment provided by Gigamonster to route all their internet traffic. Which translates to delays in the information getting out of Gigamonsters local network here at the complex, and onto the backbone of the internet. This delay causes whats called latency spikes or lag spikes. This problem is also referred to as, "choke". The connection is being bottlenecked or "choked" trying to leave their network. Its an everyday, all the time problem.. It severely impacts Video conferencing. Zoom calls, skype calls..etc. And it makes playing online video games pretty much impossible. My family enjoys gaming. I was injured badly in a car wreck in 2013. And had to forego a lot of my outdoor hobbies. Gaming was something I picked up and enjoyed. As does my 14 year old. My wife needs video conferencing for her job. Our neighbour has a brother deployed overseas in the military. She has tried to video chat with her brother on numerous ocassions. But she cant bc of the poor latency. Its really sad. Ive tried in every way possible to get this company to fix this issue. The issue with Gigamonster is that they know they are the only internet provider in here. We cant switch to another one if their service is poor. Which is the very reason the *** encourages competition. The *** knows these companies will intentionally provide service below a level of service they would provide if competition existed. Its a $ thing. They've been saying they will address this for months. Actions = an appropriate response. Not just saying they will, "have their engineers look for a solution". They know how to fix it.

    Business Response

    Date: 12/27/2022

    Email has been sent advising our networking team has add specific monitoring to this unit to address the issues.

    Customer Answer

    Date: 12/27/2022

     
    Complaint: 18636806

    I am rejecting this response because: Gigamonsters technician verified that its an issue with only having 1 node. This isnt an issue with just my unit. It affects the entire complex. Their is a direct correlation between the poor latency issues, and with the amount of network traffic. The more people are  there..i.e ****************, holidays..the worse the latency becomes. Gigamonsters parent company ********* stated, "their engineers were working on a solution'. This infers that they know their is an issue. Please stop dancing around this issue and fix it please. Their is no urgency to resolve this issue ** the company knows we have no other alternative ISP to switch to. All of ** in The ********************** Parc- including the ownership would greatly appreciate it. 

    Sincerely,

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

    Business Response

    Date: 12/28/2022

    Response has been provided.

    Customer Answer

    Date: 12/29/2022

     
    Complaint: 18636806

    I am rejecting this response because: Gigamonster submitted a response through email from their liason. The response stated that they were monitoring my apartment. They stated their engineers have stated that their testing shows that I am receiving 24ms ping. And that all services provided fell within their ***. Ive never seen the Service Level Agreement. I asked for a copy of this *** as I have never seen it. Nor was it ever sent to me when I signed up for service. I asked for a copy of the *** but have not been provided with One. For the record, since **** I have worked in broadband. I am a technician that maintains a metro ethernet fiber ring and long haul fiber transport. I am "an informed consumer". I can assure you my service level falls far outside of the standard, and far outside of any ***. Online gaming any night or weekend is literally impossible. If I was getting 24 ms **** I would never ever complain. If I was getting stable 60 ms **** at this point Id be satisfied. The company refuses to add additional nodes to their network. 1 adfitional node would dramatically improve the latency issues. The real story is Gigamonster is being bought. So they have everything locked down financially. And very shortly Gigamonster wont even exist. This complaint means nothing to them.  From rumblings ive heard, the company that acquired them is changing the name due to how bad their reputation is. But I promise you, If things dont change I will be filing against that new company. And next time Im going door to door in my 360 unit complex. I will get everyone in here that has latency issues(ie gamers or video conferencers) to file a BBB complaint. A relatively small.amount of $ for an additional node will mean all the difference between a good rep and a bad rep. I guess time will tell. I took a few camera shots of my ping playing fortnite tonight(Dec 29th around 9:20pm). You will see that my ping jumped to 206 ms and 167 milliseconds. That was in the first minute of playing. I gave up. It makes playing impossible. The latency spikes kill it. 

    Sincerely,

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

  • Initial Complaint

    Date:12/22/2022

    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.
    For the last two days my whole community who is serviced by gigamonster has been without internet. They have a canned message on their customer service line indicating that they're aware and working on the problem, but provide no estimated resolution, and no indication at all of what the problem is.Internet is a critical utility in this day and age, and there is no indication at all that the company is actually doing anything. No estimated resolution time sounds more like they don't have the resources to resolve infrastructure issues.As horrible as the other internet providers are, at least they have the infrastructure to restore issues when they occur.

    Business Response

    Date: 12/27/2022

    Email response sent advising repairs have been completed.

  • Initial Complaint

    Date:12/20/2022

    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 live in a neighborhood that includes WiFi, name of the internet is GIGAMONSTER they have the absolute WORST INTERNET In the entire world. I lost a job opportunity because they have been telling me for two months that the technicians are working on it, just for one to come to my house and the internet work for one day. And today Dec 20th 2022 I call for an update just for them to say its an outage. This company is horrible the reviews on their website is fake.

    Business Response

    Date: 12/21/2022

    Email response sent to the customer on 12/21/22 with a resolution.

  • Initial Complaint

    Date:12/18/2022

    Type:Service or Repair 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.
    I have been a customer of ********************** for 3 years with no major problems. 3 weeks ago my internet service went out. A technician came to my home on 12/12/2022 and explained the wiring was wrong and moved the router to another area. The internet service kept going in and out making it impossible to work from home or do anything internet related. The technician came back 12/17/2022 and changed routers. He again stated the wiring was incorrect even though the service worked fine for 3 years. After he left on 12/17/202/, The internet worked fine for 2 hours and went out completely. I called the business and a technician is scheduled to come out 12/19/2022. My resolution is for the service to be fixed. If wiring is needed then do that. I work from home and have not been able to make a living because I have no internet service. Thank you for help in getting this resolved.

    Business Response

    Date: 12/19/2022

    Email response sent to the customer on 12/19/22 with a resolution. 

    Customer Answer

    Date: 12/19/2022

     
    Complaint: 18606222

    I am rejecting this response because:Good Morning, while I appreciate the billing pushed back and am grateful I need assurance that the internet issues will be repaired this time. Specifically since I work from home and the outage is affecting my work attendance and income. A technician has been out twice before. I wont consider this matter resolved until the internet is repaired. Thank you. 


    Sent from Yahoo Mail for iPhone

    View more

    Sincerely,

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

    Business Response

    Date: 12/19/2022

    The tech is scheduled to resolve the issue for this customer. 

    Customer Answer

    Date: 12/19/2022

     
    Complaint: 18606222

    I am rejecting this response because:
    The technician was scheduled **** today and has not shown up. 
    Sincerely,

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

    Customer Answer

    Date: 12/21/2022

     
    Complaint: 18606222

    I am rejecting this response because:
    The technician was scheduled **** today and has not shown up. 


    Sincerely,

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

    Business Response

    Date: 12/27/2022

    Tech arrived and resolved the issue.

    Customer Answer

    Date: 12/27/2022

     
    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:12/11/2022

    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 had internet out the last two days. I have called gigamonster outage line 5 times to try to either troubleshoot or get an ETA for the restoration of service. Ive had two of the **** center employees place me on an indefinite hold and others just plain sound like they have no idea what internet is. I feel like I wake them up from their naps when I call them. When someone does give me an answer it sounds like there is an outage and technicians are working on it.They most definitely have not been working on it. I would ask when they will and they just repeat that script and wont tell me anything.

    Business Response

    Date: 12/12/2022

    Left voicemail for customer providing a resolution. 

  • Initial Complaint

    Date:12/02/2022

    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.
    Their internet keeps dropping, they temporarily fix the issue only to have it go out a few days later. We work from home and risk losing our job because of this issue.

    Business Response

    Date: 12/05/2022

    Spoke with the customer and provided a resolution. 

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