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Business Profile

Internet Providers

Rural 4G

This business's accreditation status is suspended and currently under review.

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 19 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:04/24/2023

    Type:Delivery 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.
    Had internet for 1 day now has been out almost a week and the only answer I get when I can actually get ahold of anybody is we will contact the back office and have them call you back no call back ever and no internet.

    Business Response

    Date: 02/14/2024

    The customer received their tablet on 04/21/2023.  Customer reported he was unable to connect to the Internet on his tablet.  At 10:30 AM Customer advised a line reset had been submitted and he would be contacted once we had an update.  On 04/26/2023 we were able to confirm the line reset and spoke with customer at 10:47 AM ET and confirmed line was active and working as expected.

  • Initial Complaint

    Date:04/17/2023

    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 have been without internet for 15 days now. The call center is off-shore and apparently there is only one technical person that can work to solve issues. I rely on my internet for work and homeschooling my children. This is beyond ridiculous that my internet cannot be fixed in a timely manner. I live in a rural area so my internet options are very limited. I was happy with this business until 15 days ago.

    Business Response

    Date: 02/14/2024

    Customer called in on 4/3/23 at 10:21 AM that her modem was not working. We conducted troubleshooting and were unable to resolve the outage on that call. This was escalated to get the line reset. Customer called back at 11:48 AM and **************** informed her that we were still awaiting the line to be reset. Called back the customer at 3:43 PM ET to ask the customer to reboot her modem voicemail left. Received a call from the customer on 4/4/23 @ 9:08 AM that the line was still not working advised her to reboot the modem. Ticket submitted with carrierto address again the issue with the line. Customer called back at 12:17 PM ET and at 1:42 PM ET. Advised that we were still awaiting the line to be reset. Spoke with the customer at 5:59 PM ET and advised customer to reboot the modem following the reset. Customer called back at 7:24 PM that the modem still was not working. New ticket was submitted to have the line checked. 4/5/23 at 2:09 PM ET spoke with customer and advised that we were still waiting on the line to be resolved. Line was updated on 4/6/23 3:43 PM customer was advised to reset the modem also spoke with Management at that time. Customer called back at 7:46 PM to management and advised that the line still was not working. Tried a hard reset that was unsuccessful. We submitted a further inquiry to have this line corrected and did not receive a response from the carrier until 4/11/23 at 6:02 PM that the line was bad and the *** would have to be replaced. Spoke with the customer and advised that we would overnight a new sim on 4/12/23. Customer received the sim on 4/13/23 and called to report it was not working. Checked the line and spoke to the customer again on 4/13/23 at 3:38 PM to further troubleshoot. Advised to reboot the modem again and confirm all settings are correct as well as the correct placement of the sim. Called back at 8:21 PM still not working. Management spoke with customer tried more troubleshooting. Advised by vendor that the *** was not seeing the modem correctly. Confirmed with the customer the placement of the *** card. Advised that we may need to replace the modem due to a error in seeing the sim properly. On 4/17/23 at 10:53 AM ET spoke with customer again following a response from the carrier. Still had issues with connecting. One additional conversation occurred on 4/18/23 at 2:56 PM ET where additional troubleshooting was conducted. On 4/19/23 Management again spoke with the customer at ******* ET and again at 9:44 PM confirmed after final configuration that the line was working. At that time a credit was applied for the time down. 

    Customer Answer

    Date: 02/14/2024

     
    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:11/29/2022

    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.
    They advertise as an affordable place for internet when you live in the *****. I gave them my money, it's been almost a month and I've received nothing. I cannot get a ticket answer back and they won't let me take my card off my account.They are only after your money. They are crooks.

    Business Response

    Date: 12/07/2022

    The above complaint is in regards to the customers preorder of Rural4Gs Tablet. The customer ordered it as part of our preorder messaging on November 6th. As of Wednesday November 30th Rural4G is still in a preorder stage for the tablets as we await their delivery from the manufacturer. 

    The device will be available and shipped to customers  Mid December and we have expressed this in our preorder emailmessaging. This messaging has also been provided to our customers at the time of order by our employees. The customer had ordered from our website but had not spoken with a member of our staff and was not clear of the preorder status. Based upon this we have made a change in our process for the preorders to ensure our ordering customers are aware of the delivery status 

    We had attempted to call the customer  following an email sent by her on 11/16, 11/27 at  6 PM EST,  yesterday 11/29 at 455 PM EST and 11/30/2022 at 349 PM EST. I received a cal back from ****** at 858 PM EST on 11/30. Upon speaking with her I had her account cancelled immediately and she was fully refunded. 

    Rural4G has processed the cancellation and fully refunded the customer as is our standard procedure should a customer request their account to be cancelled. 

    Please let us know should you have any additional questions.

This business's accreditation status is currently suspended and under review.

suspended BBB accredited business seal

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