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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:11/21/2022

    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 moved into my apartment in July 2022. The apartment has internet with Gigamonster. The internet is out atleast once a week. These past two weeks it has been out three days. Anytime I call Im told technicians are working on it. I explained I work from home and need the internet. I have missed several days of work, but still have the monthly bill added to my rent.

    Business Response

    Date: 11/21/2022

    Email response has been sent to the customer with a resolution.

  • Initial Complaint

    Date:11/18/2022

    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 been having connection/speed problems with the Gigamonster internet service since April this year, and had numerous (5-6 times) visits by field technicians to the point the techs also agreed on the persisting issues but just cant fix. The problem has not been resolved and even after multiple attempts to escalate the issue and to contact management, never have I been contacted by anyone from Gigamonster so far. Every time I call to follow up, since they never follow up, the service reps. always informs me that I will be contacted within the next 24-48hrs, however, it never happened. Never. No follow-up whatsoever. Last time I called again, I was informed a supervisor, *******, is working on the issue and will contact me once she finds a resolution (with a possible refund on previous bill payment to compensate), but again after months of calling Gigamonster, and trying to reach *******, I still have not been successful to talk to her or heard from her. It seems like they are intentionally avoiding to attend to the issue.

    Business Response

    Date: 11/22/2022

    Email response sent to the customer with a resolution. 

  • Initial Complaint

    Date:11/07/2022

    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.
    On 10/28/2022 I called Gigamonster to come out and setup my wifi at my new address and I'm still waiting for a phone call to setup a date and time to have my services restored. It's very unfortunate that we are forced to use this company for communications. They have very poor customer service and unprofessional. I've never dealt with a company that doesn't have a department to schedule appointments. I can't speak to a supervisor because they would have to escalate a ticket and have someone call you back. I need resolve because I work from home and need wifi to be able to do my work. Please contact me *****

    Business Response

    Date: 11/08/2022

    Spoke with the customer and provided a resolution on 11/8/22.

    Customer Answer

    Date: 11/08/2022

    I received a phone call from ****** and she sent a tech out. I should not have to make a complaint through the BBB in order for me to get an appointment for a tech to come out. This company has horrible customer service probably because they pay minimum wages. Not my problem because I pay for my service. Because I was inconvenienced I hope there any installation fees are waived. 

  • Initial Complaint

    Date:10/06/2022

    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.
    Avoid at all cost! This is the worst internet provider and worst business I have ever had the misfortune of dealing with. The service is extremely unreliable and goes out completely for multiple days at a time. The customer service is no better. **** and completely unhelpful. I have had technicians show up at my door unrequested and demand to make changes to my service that I said I didnt want. They removed one of the ethernet ports in my apartment without my approval, or even notifying me that they were doing any work at all. Almost criminal. The only thing that angers me more than this business is the corrupt and morally bankrupt apartment management companies that give them a monopoly over apartment complexes. So you cant even vote with your wallet and use another provider. My advice, take your money and burn it in the street before giving it to this business. At least youll get to watch it burn.

    Business Response

    Date: 10/07/2022

    Email response sent on 10/7/22. 

  • Initial Complaint

    Date:09/08/2022

    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 is TERRIBLE. This is what wouldve been considered fast internet service 15 years ago. Unfortunately my apartment building (Altura) uses them as an ISP. They do not have any (or enough) agents to field their calls (like high volume of complaints) so theres no one to reach out to hence why Im making this complaint here.

    Business Response

    Date: 09/09/2022

    Contacted the customer and provided a resolution.

  • Initial Complaint

    Date:08/18/2022

    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.
    This fiberoptic service is terrible. Internet went out (common problem), I called and asked for a call back due to "high volume of calls." Got no call back. Tried again and got a call back saying the internet was out all over my *** neighborhood and there was no estimated time of restoration. I said I wanted to speak to someone else. I was told, "there is no one else." NO manager, no escalation process, no email, no other phone number than the one I called, and apparently no one else who works there? There are quite a few employees listed as affiliated with them on LinkedIn but no one in any sort of service department and no one I could reach. It's simply not okay for a business providing a service to say they're not providing the service for DAYS and there's nothing I can do about it, ever, but just wait to see if anything ever works again. I make a living at home as a remote worker. I did not choose this company and would not have done so - my *** chose it and I did not vote for it. And the *** will do nothing either. There are 100% 1 out of 5 star reviews on Yelp for this company and nothing but complaints on their totally outdated ******** page that they never respond to. Unacceptable. Please do something to make them reveal their staff and resolution and grievance policies and contact numbers/emails.

    Business Response

    Date: 08/19/2022

    Email sent with a resolution. 

    Customer Answer

    Date: 08/19/2022

    I partially accept their response, which was provided in a phone call because I did in fact receive the phone call that I asked for, and I was told that the customer service I received was wrong and inadequate. I dont have faith that it will be internally addressed or improved. My complaint was not sufficiently addressed because they ignored my comment about their lack of transparency and for the public to have a way to contact them other than having to go this far and escalate it to the BBB. There was no response about whether they were going to address the customer service problems on a large scale and the overwhelmingly negative customer response that is literally all you can find about them on the internet. There isnt any realistic way to make them to improve so I am currently not seeking any actions from them. Ill just get away from them as soon as possible and continue to report dissatisfaction with them to try to help other potential customers avoid them. 

    Business Response

    Date: 08/22/2022

    Resolution has been provided to the customer. 

    Customer Answer

    Date: 08/22/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is only partly satisfactory to me. The business still made no comment on how there is no contact number or info for them made public other than the service outage reporting number, which is inadequate and should be resolved.

    You should also review your reputation and work to improve it by improving your service. 

    Sincerely,

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

  • Initial Complaint

    Date:08/18/2022

    Type:Order 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 been paying ***** a month for high speed internet this company has failed to provide the speed that I pay for on a monthly basis also this company has had over 1O outages since I have lived here on this property And has outages ever since they took over the property its ridiculous the issues Im having with internet service Also have loss over ******* in pay because of these issues because I work from home

    Business Response

    Date: 08/19/2022

    Left a message for the customer providing a resolution. 

  • Initial Complaint

    Date:08/02/2022

    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.
    About a week ago my internet went out. I live in an apartment complex and when I called to see what the issue was they shared that I need to call GigaMonsters to check in on the problem. Upon calling GigaMonsters I was told there was a state wide outage and that they have no set timeline for when they will get the internet fixed. Its been over 9 days and I am still left without any internet.

    Business Response

    Date: 08/03/2022

    Email has been sent to the customer with a resolution.

  • Initial Complaint

    Date:07/31/2022

    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.
    My apartment complex will only let us use them as our internet provider, so when I moved in last week, I connected Giga Monster internet service and none of my devices connected. I have called and either no one answers or the call drops in the middle of talking to a representative who had no interest in helping me anyway. Only one device is connecting to internet, the rest are not. I work from home and it is severely impacting my work. I was told an engineering would be in contact, but they never contacted me. I asked for someone to come check my internet, but they said an engineer has to try to fix it remotely. The problem is I have to wait for an engineering even though I have been waiting to hear from them for a week. I have not had any internet at all since signing up except for one device. This is very frustrating and the lack of communication and care on the companys part makes this a lot harder to deal with.

    Business Response

    Date: 08/02/2022

    Spoke with the customer and provided a resolution. 

GigaMonster is NOT a BBB Accredited Business.

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