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:03/06/2024

  Type:Billing 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 have had internet thro ******** I've paid 105 a month and I had it for almost 5 years ... they now call themselves infinite corporation.. my equipment broke and I did call to let them know .. and I'm looking back on my billing statements that they have been charging me for 6 months of service and those 6 Months can be seen no service or data was used non the less and activity ... they say I didn't cancel so I have no e Right to a refund... but no services were rendered except them taking money if you need more info please get ahold of me **********

• Initial Complaint

  Date:12/20/2023

  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 got this service back in February 2023 because my kids needed internet for remote school. Their service is pretty horrible for the amount of money they charge a month which is $100 and sometimes I go 2 or 3 weeks without service and have to keep troubleshooting and calling for help. On August 2023 they sent a new router and it was working better until December 2, 2023. I paid my last bill November 20th 2023 and the service worked only until dec 2 I called customer service twice and did the troubleshooting like they said and it was back up for two day and stopped working again. I called today to ask for a refund for the last 3 weeks I havent had service because its not right Im paying all this money to not receive anything. The representative was very rude and told me they dont do refunds and that in order to get any help from them at all I have to pay for the next month since my bill is due today but I told them its not fair to have to pay another $100 just for them to troubleshoot again if I have not had any service for 3 weeks and I paid last month.

• Initial Complaint

  Date:11/02/2023

  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.

  On 10/3/2023 I ordered a modem from Infinite Internet, I was charged $150.00, after two weeks of working with their technicians trying to get the modem to work, it wasn't reading the sim card, they informed me that it was finally the modem and return it and they would send out another one. When I received the second modem, same problem, it wouldn't work, after working with their level one and then level two technicians for 2 weeks, they also said it was the modem. They tried everything possible to get it to work and it wouldn't. At that time I sent the second modem back and now I am told that I am not getting a refund, "because both modems were damaged". They came that way and I told them that, and the lady argued with me telling me all of their modems go out in working order. Well two out of two didn't! I want my $150.00 back.

• Initial Complaint

  Date:03/24/2023

  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 paid for this service on Feb 24 2023 it was delivery on March 2 2023 service didn't work call support desk they check my area and said it wouldn't work for me.they said next is refunding my money.now they said I sign a non refundable letter.

• Initial Complaint

  Date:02/08/2023

  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.

  On December 30th, 2022 I was informed by Infinite Internet that my previous wireless internet plan was being discontinued. The quote was "we are sending you a new router, with a better plan at the same monthly price. Once you receive your new device, simply plug it in and enjoy!" When I received my new router, I plugged it in and it didn't work. I limped along for a few days on my old modem until it completely stopped working. A week or two in to having no internet I started calling to try to get help. I spent hours and hours on the phone completing task after task trying to troubleshoot my issue. I basically had no service for the month of January with the exception of 3 magical days. I'm not sure exactly what they did that game me service for those three days but it quickly went away followed by more phone calls & emails to no avail. Finally, I threw in the towel on a resolution and was able to set up an alternate internet provider for my home. On 2/4/2023 I called and spoke to a representative to request cancellation and information about whether the router needs to be returned. Instead of that information, I was sent a complete listing of her call log for the day including names, phone numbers and complaints/resolution of the people she had spoken with. I requested a refund for the days I was unable to use my internet. That was denied. I spoke with another representative today at about ********** informed me that indeed the router needs to be returned. I am wondering when I was going to find that information. Probably when they were going to try to charge me for something they sent me for no charge. A similar incident happened a couple of years ago & was able to be resolved after escalating my problem. That is one reason i was hesitant to begin the frustrating process of calling the help line. I was out of internet for several months in that instance & could not get through to customer service for days at a time. Poor poor customer service.

• Initial Complaint

  Date:02/07/2023

  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.

  on 1/25/2023 I called to get new internet because was starting a new remote job. Rep ***** told me for 200$ I could get a router and service. I did and paid it up front. Never was I told about a restocking fee of 100$ if returned and that I had to pay out of pocket to return something that never worked for working from home. You cant just call and get anyone in tech and the service was a nightmare from the start. Download of 10mbps no matter where i put it in the house and 3 mgps upload at fastest. I cant work with that. We were told to try tmobile. rep that promised to check into that never ever followed up with me over that. I was told to call infinite for any tech or billing. tried to calll all day 2/7 and 2/6 and cant get anyone. finally got someone in sales on the ******** side who said he cant do anything and call someone else and he hung up on me. called again and they just dont care. multiple hang *** and then a call to be told i had to pay a 100$ restocking fee to send it back and then I had to pay for shipping for a shoddy product that never worked for me. I am out 200$ and will only get a small part of that back. I want my entire 200$ back. I am strapped like anyone else in this country and need my money. ************** isnt cool and niether is shoddy customer service and support. shame on ******** and infinite for taking advantage of people just trying to make it. I want all of my money back. I was told it was canclled and now I have to pay yall? This is messed up. I was never told about a cancellation and restcking fee, I WANT ALL OF MY 200$ BACK. I will be calling my local news station and filing a consumer watch with the as well and also calling my local newspaper.

• Initial Complaint

  Date:07/16/2022

  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.

  I started service with infinite in late Feb 2022. At that time I had to purchase router from them and pay start up. The initial service was provided through their ATT contract. I was notified in early June that ATT was cutting their service amount to them and was offered to stay at same level of service and price by changing to their **************** I needed the amount of service for my work and accepted the new SIM. The service would not function when the change happened so I was without service. I was informed I would have to change back to the precious and just would not be able to get the initial data level I had been receiving. I was instructed to purchase a specific Sim locally, and I did. The Sim did not work and again I was told to allow them to redo the ******* Sim. Needless to say it still didn't work. After three weeks of no service that was prepaid for, I was offered for the company to send me another ATT Sim and get a prorated refund from the date of ******* change till three days after the Att Sim was received. I got the att Sim and again they could not get it to work AND the next morning I had another payment pulled from my account. I have now paid for two months of prepaid internet service and have not received service. I instructed the tech to cancel my account prior to the last payment even being pulled out. This company is rude and different departments are not communicating with each other. I just want my money back and to be done with them. My useless router that I had to buy up front for only 4 actual months of use will just be a decorative piece as it can't be used with any other company..... I did all the things they requested and attempted to work with them, I have now lost money due to my inability to work from home as I normally do at least one day per week. I now am having to drive into the office an hour away 5 days a week instead of 3-4 days a week. Fuel costs are adding an additional $25 per week.

• Initial Complaint

  Date:07/06/2022

  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.

  We have had service with this company since November 2021. Everything was great in the beginning. After two months of service, our internet slowed down and sometimes not work well at all. We were paying $100/month for terrible internet (1-2mbps). In April or May, our internet was just too slow for us to deal with anymore so we called to find out our options. They told us about this new 5G router they were testing and would be ready within a week or so and said it would be 10x faste than our current router and would use ******* towers instead. We went ahead and bought that router for $550 and got it a week or so later but were told we can't use the new ******* SIM card until our next billing cycle comes around. No faster than the other router like we were told. waited for the next billing cycle but 2-3 days before our next billing cycle we get a text that our router is flagging defective and they need us to return it and they're going to send a temporary router. At this point I'm done with them and just want to cancel our service so i request a return authorization for the $550 router we can't use. Then 2 days later, the day before our billing cycle ends our Internet isn't working at all when it was working fine. I called the numbers from the website on Friday but No one answered. used their chat support on the website only to be told they couldn't help me or with canceling our service. So I called again on Saturday and again no answer on either number on their website. Used chat again and demanded that someone call me to cancel our service before we were billed on Monday. Someone finally called me and canceled our service. The 5g router was delivered back to them 6/24/22 but still haven't received a refund for the $550. I have called the numbers several days in a row with no answer. Their support number acts like it is no longer in service and I submitted a ticket online three days ago and have received no answer.