Complaints

This profile includes complaints for DirecPath, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DirecPath, LLC

  350 Franklin Gtwy SE Marietta, GA 30067-7734

• 

  DirecPath, LLC

  PO Box 7619 Marietta, GA 30065-1619

• 

  DirecPath, LLC

  100 Crescent Ct Ste 1450 Dallas, TX 75201-1833

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:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The internet service with Direcpath is contracted with the community I reside in. They are the only service available for cable internet and they are not providing the service that they are advertising or promising. I have been having issues with the service since I got it as a requirement for my work from home job and its been horrible. They have latency and ping issues. I have been calling and reporting the problems with their service since January with no resolution or care on their part. It has become so bad that I have had to continuously call out from work because the connection is not stable/keeps dropping/shutting of and restarting on its own. I was initially able to get a technician out in January that was working with me to resolve the issue and told me that all they need to do is change out the nodes and add some more things throughout the community to be able to keep the connection steady. Since then, the technician no longer comes to the community or responds to messages, customer service will only tell me that the problem will be fixed soon with no date. They refuse to schedule any appointment for a technician to come to my home. They promise call backs and say the issue has been escalated but I do not get a call back and have to keep calling. Absolutely nothing is being done and if I have to keep missing work, I will lose my job. This is affecting my livelihood and its absolutely disgusting how little they care about their customers. Cant speak to a supervisor. Cant get a scheduled time for communications or a resolution. Case #s lead to nothing. Just a note on my account. This is the worst service Ive ever had and I cant even change to a different company.

  Business Response

  Date: 04/05/2023

  Email response sent to the customer on 4/5/23.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19895506
  
  I am rejecting this response because:I have been trying since January to rectify this issue through normal communications with customer support. Although I do appreciate the initial response and feel like its a step in the right direction, Ill agree to end this dialogue with Direcpath when a resolution for the network latency has been implemented and the people that live in this community, including myself, can enjoy the type of latency and speeds that other ISP's offer in other areas where competition between ISP's exists. 2 or 3 more months to resolve the issue would result in job loss for me and I dont feel that should be happening. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/06/2023

  Email response sent on 4/6/23.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19895506
  
  I am rejecting this response because: although I am glad to finally be getting some type of time frame, I am still currently experiencing issues that are causing me to miss work again and I am not very confident in the work being done. I had already been promised and assured that everything would be fixed last Thursday and its been worse this week than before so I will be satisfied once all of this has been resolved. We seem to be moving in the right direction but as I stated before, I can no longer be quelled with promises. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have this service ** it comes with the apartment complex. Every other month theres an outage. I work remotely and this is affecting my job. If they cant accommodate the size of the apartment complex, they need to communicate that with the property manager so that another company that can accommodate the property can be used. The service went out around 6pm on Thursday 2/23. It is now 12:25 pm on 2/24 and there is still no service.

  Business Response

  Date: 02/27/2023

  Email response sent on 2/27/23. 

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Apartment complex has internet service through Direcpath exclusively. Direcpath network is extremely overwhelmed. Network has terrible latency causing ping spikes. its Sunday right now at 9:30 a.m., and the latency is already terrible due to the busy network. its like this almost always now. We have ping Spikes that range from 150!ms to **** ms. ******* knows that their network needs additional equipment added to their network to efficiently route traffic. To date company has refused to do so to the end users detriment. ******* is taking advantage of being the sole provider, knowing that regardless of how poor the latency is. there is no other option. I need reliable video conferencing for school. including nights that I have school. ******* needs to provide an internet connection that they would want at their personal residence.

  Business Response

  Date: 12/15/2022

  Email response sent to the customer on 12/15/22 advising our networking and engineering teams are working on a resolution.

• Initial Complaint

  Date:12/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  For reference, telecommunications and broadband1 have been my career since ****. Im informed. I moved into a new apartment in August. Direcpath/Gigamonster is the sole ISP for the complex. Since move in, our internet connection has terrible latency issues. The worst Ive ever had with any internet connection. Direcpath has only provided 1 node for a complex of 350 plus units. ** the networks least congested times, I experience ping spikes up to 150 ms. ** its most congested times(which are the times everyone is at home and wants to use the internet-Nights-weekends-holidays), the ping spikes from network congestion can exceed 2000ms(2 full seconds for 1 ping). The network is being choked at the node. They need at bare minimum 2 nodes. Without an additional node, playing online multiplayer video games, video conferencing, and other point to point applications that require basic serviceable latency are not possible. I have a 14 year old child that cant play online video ganes with friends bc of the horrible latency and their absolute refusal to address this issue. Lots of people work from home here now and have horrible problems video conferencing. I have placed mulitiple trouble tickets with the provider, they know, "its a problem but arent going to do anything about it". Ive called customer service and asked to speak to a network engineer, but get stonewalled. Their tech told me that the majority of the trouble tickets they receive at my complex are about this specific issue. They know about it. They just dont care about addressing it bc they know we dont have another option. They are providing a level of service far below what they would provide in an area where competition from other competitors exist. Which is an fcc violation. The tech also told me the type of node installed at the moment is a problem as well. He said that specific node gives them issues. ***** nodes never do. So- the complex needs two non problematic nodes to route internet traffic properly

  Business Response

  Date: 12/15/2022

  Email response sent to the customer on 12/15/22 advising our networking and engineering teams are working on a resolution.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18556826
  
  I am rejecting this response because: I have been trying since Late August to rectify this issue through normal customer interactions to no avail. I do appreciate the initial response and feel like its a step in the right direction. I will agree to end this dialogue with Direcpath when a resolution for the network latency has been implemented in the field, and the people that live in this complex, including myself, can enjoy the type of latency and speeds that other ISP's  offer in other areas where competition between ISP's exists. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/19/2022

  Response provided to customer advising our engineering and networking teams are working on a resolution for them. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18556826
  
  I am rejecting this response because:As stated previously, I feel like this is moving in the right direction. I appreciate the line of communication. I will end this open dialogue and accept a response when a solution has been engineered and implemented, and these latency issues are no longer a problem. Thank you
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My cable went out Tuesday, November 29. I received an error code 775. The earliest time a technician could come was the following monday. The technician called in, and said he could not make it because the weather had him delayed and he was 3 hours from my residence. He said he would come between 3-6 p.m. the next day. He did not call me until 6:10 p.m. and that the issue was electrical, and he said he could not do anything. My apartment complex fixed the electrical issue, and my cable is still not working. I called the technician because I was getting a 771 error code now, and he said he would have to come back and look inside my residence and that he would squeeze me in today. I said after 3 p.m. it would be fine. It is now 6:37 p.m. and I have not heard from him. My cable needs to be fixed ASAP. I refuse to go another weekend without cable. I need to be squeezed in on Thursday or Friday because I have been treated poorly and the service has been below unprofessional. It's ridiculous that I would get charged for not showing, but your technicians can do what they want and have no respect for other people's schedules. My cable needs to be fixed Thursday or Friday. I need to be worked in immediately! I am not trying to be rude, but this service is detestable!

  Business Response

  Date: 12/08/2022

  Response sent to the customer with a resolution.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This company does not provide the speeds they are advertising. On July 15th, 2022 I acquired the service with a plan of $49/month for 100Mbps. After multiple diagnosis I found out I was only getting 30 Mbps or about one third the speed I was paying for. I called customer service and I technician came to my apartment, the conclusion was that there was a problem with the wiring of the whole apartment complex. They said they would work on fixing it but did not provide an estimated date for the repairs to be done. Therefore, I requested to be switch to a plan that offered 40 Mbps which was closer to the actual speed I was getting after running tests. The company performed the change, gave me a credit for the amount paid but the problem worsened. Since I did the plan change to the 40 Mbps I have only got speeds of up 7 Mbps. I have contacted them on multiple occasions but their only option is to get a technical visit. They do not offer flexible schedule and are not able to service my location on hours different than 8-5 Monday trough Friday. I work in that timeframe and I am not able to leave my work to come to my apartment to receive the technician. I have asked for them to come either on a Saturday or between 5-7 PM and to actually invest the time and money to fix the issue. At the moment, no other internet providers service the apartment complex I reside in.

  Business Response

  Date: 08/03/2022

  Email has been sent to the customer with a resolution.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17662588
  
  I am rejecting this response because:

  They have not reached out to me to schedule a service appointment yet, they are offering a visit to be schedule soon instead. As far as I know they are supposed to call me to schedule the appointment and so far, I dont know an exact time or date for my issue to be resolved. They are still not providing a timeframe to repair the complex-wide issue that is preventing them to reach the internet speeds they are offering, so until I have received a solution or a timeframe in written form in which the repairs will be performed, I will not consider the situation resolved.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/03/2022

  We're working to resolve the property's issues today.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17662588
  
  I am rejecting this response because:

  As of today, there hasn't been any resolution to my issue and a timeframe for the repairs has not been provided. It's been ******************************************************************************************************** to schedule a technician to come to my apartment. Last call I had I was told I was going to be contacted within ***** hours to schedule an appointment and that did not happen.

  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/11/2022

  Better Business Bureau:

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

  Please close this complaint since as of yesterday, 8/11/2021. The problem was resolved.

  Thank you for mediating as this complaint was the trigger that got the company to start working on solving the issues not just to me but for the whole complex.

  Regards,

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