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:11/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Original internet provider, ***************** did a very sloppy install, ruined approx. 6 pieces house siding and 2 sections soffit. Fybercom took over Infinity in spring of 2024 and I chose to discontinue service with them do to very very service. They wanted to charge me to disconnect my service? I never signed up to have service with Fybercom? I told them that I needed to have my home repaired back to what it was before, it looks awful. We own our home and I am a 70 year old paralyzed veteran and they are treating me like crap! thank you for looking into this *****

  Business Response

  Date: 11/14/2024

  Thank you for reaching out and sharing your concerns. I am truly sorry to hear about the issues you experienced with your installation and the condition of your home after the installation. Its important to us that our customers feel valued and respected, and I apologize for any misunderstanding or frustration this situation may have caused.
  
  To clarify, FyberCom did not acquire *****************, but rather Afinity, a different provider. Its possible there was a mix-up, and you may be referencing a provider that is unrelated to us. We would, however, love the opportunity to earn your trust and welcome you as a customer.
  
  If theres anything specific we can do to help resolve this situation, please let me know. Thank you again for your time, and please dont hesitate to reach out with any additional questions or concerns.
  
  Best regards,
  *****
  FyberCom Customer Support Team

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22507003
  
  I am rejecting this response because I misidentified the internet company we were with prior, which was Affinity. In addition, the only acceptable resolution is for Fybercom to repair our house siding to our satisfaction prior to removing and retrieving the equipment. Attached are pictures of the cable and the multiple areas of attachment to the siding which requires replacement.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 11/22/2024

  Dear BBB Representative and *****,
  
  Thank you for bringing this matter to our attention. We deeply regret the dissatisfaction and inconvenience this situation has caused and appreciate the opportunity to address these concerns.
  
  FyberCom acquired ***************** in the spring of 2023, inheriting their existing customer base and installation sites. While we strive to provide exceptional service and support, we understand the frustration stemming from the installation issues you described, which occurred under the previous ownership.
  
  We want to assure you that we take customer concerns seriously and are committed to working toward a fair resolution. To clarify, FyberComs disconnection fee policy applies to customers under our service agreement. However, in this case, since you indicated you did not agree to continue with FyberCom, we are happy to reevaluate this matter and waive the disconnection fee as a gesture of goodwill.
  
  Regarding the damage to your siding and soffit, while the installation was conducted by ***************** before our acquisition, we are willing to work with you to review the situation and explore potential solutions.
  
  We value your feedback and your service as a veteran, and we want to ensure that you feel respected and supported throughout this process. Thank you for allowing us the chance to make this right.

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22507003
  
  I am rejecting this response because they have not acknowledged the home repair required to resolve this issue. I am denying owing anything to FyberCom as shown in the attached invoices. In May I discontinued service and continued to receive $0 due invoices until October when I requested FyberCom to stop sending them. 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 12/10/2024

  You signed off on the installation at the time of install. If it was a problem we would of resolved things at that time. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22507003
  
  I am rejecting this response because: I have yet to see a signed contract for acceptance of the install from Fybercom
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 12/20/2024

  ****** after reviewing the account we have found what we think is a middle ground to solve this. We are will to remove your account and the $400 from collections and call things even. This is a difficult situation for us as FyberCom never did the installation. Checking into the old Affinity account you had it for almost 5 years and once you cancelled is the first time you brought up the installation problems. Let us know what you think. 

  Customer Answer

  Date: 12/20/2024

   
  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. But they still SUCK!
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:10/10/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Fybercom has been falsely trying to say I signed a contract with them when all theyve dont is superimpose a digital signature onto one of their bogus contracts. Theyve been fraudulently trying to send me to collections to collect money I do not owe them. Ive paid more money to them than service they provided when I was finished with their service.

  Business Response

  Date: 10/21/2024

  Thank you for bringing this issue to our attention. We understand that situations like these can be frustrating, and we want to assure you that FyberCom is committed to addressing any concerns fairly and transparently.
  
  
  While we do not have any evidence of wrongdoing on our part, we are happy to review your case and ensure that everything has been handled according to proper procedure. Our goal is to clear up any potential misunderstandings, and we will make sure to take a closer look at your account and any related documentation.
  
  
  If you have any additional information that could help in resolving this matter, please feel free to provide it. We appreciate your patience as we work through this.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22408955
  
  I am rejecting this response because:
  I contacted Fybercom in 2/4/2023 that I was canceling my service. Fybercom didnt respond for months until I stopped automated payments and then decided that I was suddenly under contract. They provided for the first time a contract without a physical signature, just a superimposed signature from when I agreed to reoccurring payments. I never signed a physical contract nor was told I was entering a contract more than signing up for reoccurring payments until I decided to get another ISP. 
  Any contract they are claiming I entered is fraudulent. And any service they are saying I was provided throughout 2023 is also fraudulent as they wouldnt be able to show any download or upload of data on any account I had. So what would I owe this isp if no data was used, all equipment has been collected, and they have no physical signature of a supposed contract? I sent the only physical thing they setup, **** tracking ********************** in March 2023. On top of that they collected their antenna that was a part of my house when I purchased as is from the previous owners and would have been abandoned if I never had set up service upon moving in. 
  If BBB would like the emails between myself and fybercom I would be more than welcome to forward them all. 
  Sincerely,
  
  Trenton Kassedyne

  Customer Answer

  Date: 10/29/2024

  Here is the supposed contract they are saying I signed. I never received a copy of this until after trying to end service.
  When I set up service the only signature I provided was on a device no bigger than a phone to setup reoccurring payments. It was turned sideways and all I had to do was sign, nothing to read.
  
  I would never have signed up with them to begin with with that disparagementclause.
  I can forward my cancellation request email I sent as well.
  
  Trenton M. Kassedyne 
  

  
  

  Business Response

  Date: 10/30/2024

  Thank you for bringing this matter to our attention. Please contact me at *********************************** so we can address your concerns directly. Using this platform is not the most effective way for us to support you, but I am committed to working through this matter with you to find a resolution.
  
  At FyberCom, we strive to ensure transparency and clarity in all customer agreements. If there is any misunderstanding regarding your contract or payments, please know that we will thoroughly investigate and work with you to address any issues. Thank you, and I look forward to assisting you further.
  

  Customer Answer

  Date: 10/31/2024

   
  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.

   

  Thank you, I would consider this matter cleared. Thank you ****** and ****** for your time and attention to this matter.

   

  Trenton M. Kassedyne

  
  
  Sincerely,
  
  Trenton Kassedyne

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Fybercom came to our home to see if they could offer us Internet capabilities on May 7, 2024. While on top of our house, their ladder fell over, broke some of our siding and damage one of our windows. They created an incident on their end and assigned *************************** to resolve the issue and get us compensated for the damage. *********************** notified us by phone to obtain some estimates for damage. Fybercom absolutely refused to contact contractors to obtain estimates for the damage. They insisted that we did it. This was an Fybercom (***********************) absolutely refused to contact contractors to obtain estimates for the damage. They insisted that we did it. This was a huge inconvenience for us, since we were in the process of moving into our brand new 2024 home that was just damaged. Although it was difficult getting people to come out and provide estimates, we were able to get three estimates. The estimated damage is only about $450. We forwarded the estimates to *************************** at fybercom and made numerous calls to *************************** and sent emails asking the status. We were always told he was either too busy to take the call or didnt adequately respond and address our concerns. There has been absolutely no progress to date and *********************** has not responded or taken any of our phone calls. I sent ****************** an email telling him that we would take this through the courts if necessary and he still never responded to us. It has been four months now and our siding is still cracked and our window is damaged and there has been no resolution. This is a brand new home that was completed on May 3 of 2024. Please help us to resolve this.

  Business Response

  Date: 09/11/2024

  Thank you for bringing this matter to our attention. We apologize for the lack of communication youve experienced, as this is not reflective of the service we strive to provide at FyberCom.
  Please know that we take your concerns seriously and will have someone from our team contact you as soon as possible to discuss and work toward resolving the situation. Were committed to ensuring better communication moving forward and appreciate your patience as we address this.
  Thank you for giving us the opportunity to improve.

  Customer Answer

  Date: 09/11/2024

   
  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,
  
  Rich Bolleurs

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Been a customer for nearly 2 years. We were forced to relocate due to rental status of home. With 2 large dogs, new options were limited. The new place we found would not allow air fiber dishes and Fybercom had no hardline there. Fybercom would not let us out on April 15th without paying $250. We had to pay until June 6th. What a way to appreciate loyal, never late customers.

  Business Response

  Date: 04/12/2024

  Thank you for taking the time to provide your feedback. We sincerely apologize for any confusion regarding the terms of our service agreement at FyberCom. We aim to ensure all our customers have a clear understanding of their agreements with us, which is why we record all contractual calls and keep signed agreements for verification.
  To address your concerns, we would be more than happy to review the specifics of your account, including the call recording from when you signed up and the document outlining the terms of your agreement. This will allow us to verify what was discussed regarding contract terms and cancellation policies.

  Customer Answer

  Date: 04/13/2024

   
  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:04/06/2024

  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 called to set up Fybercom last year when we moved into this home. We were NEVER told we were agreeing to a two year contract. We would have never agreed to that either because we knew for sure we would only be in this home for one year. If they had told us we could pay $15 more a month and not be in a contract, we would have gladly done so. I called to cancel and they told me that I have a $250 fee for early cancellation. I even offered to pay the difference in the $15 a month. They refused to help me at all, even though the guy on the phone never once mentioned any contract or cancellation fees. The lady on the phone even told me that for their ongoing clients, once their 2 year agreement is up, they keep renewing a one year agreement automatically without telling their customers so no matter what, you are in a contract and will pay a cancellation fee. They are the most untrustworthy company and their internet wasn't great- we could only use it in one part of the house.

  Business Response

  Date: 04/11/2024

  Thank you for taking the time to provide your feedback. We sincerely apologize for any confusion regarding the terms of our service agreement at FyberCom. We aim to ensure all our customers have a clear understanding of their agreements with us, which is why we record all contractual calls and keep signed agreements for verification.
  To address your concerns, we would be more than happy to review the specifics of your account, including the call recording from when you signed up and the document outlining the terms of your agreement. This will allow us to verify what was discussed regarding contract terms and cancellation policies.
  We understand and regret that you were not satisfied with the internet service coverage in your home. We continuously work on improving our network and service capabilities and value this kind of feedback.
  Please contact our customer service team at your earliest convenience, and we will make every effort to resolve this matter satisfactorily. We are here to assist you and ensure that all your concerns are addressed.
  Again, we apologize for any inconvenience or misunderstanding and look forward to helping you resolve this issue.

  Customer Answer

  Date: 04/24/2024

  Here is my "signed" contract they keep insisting I signed. I've been asking for a copy and I've been told they're send it. Finally sometime did send it today and you can clearly see it was not signed. 

  Business Response

  Date: 05/07/2024

  *****,

  This is a simple fix for us. I apologize that your internet only worked in one section of your home, typically that means your wireless router is not strong enough to reach or penetrate through walls to get a signal there. 

  On the side of the contract I have reviewed your account and have moved the early termination fee. You have been a good paying customer and you are correct you do not have a signature on that paper. I have noted your account. Please help us retrieve all the equipment and we will void that charge also. If you have any problems please email *******************************. 

• Initial Complaint

  Date:02/06/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 been with this company for 8 years with no real issues. On February 6th I called Fybercom to cancel my service do to prices going up and unable to get the internet speeds I was looking for. At that time they informed me that we had signed a 2 year contract with them that we did not sign and that it auto renews every year. They also said that we were canceling early and it will cost us $150 for that. They also informed me that we had to give them a 30 day notice so I will have to pay for another month of a frozen account at $25. So a total of about $175. When I told them we did not sign a contract they insisted that my wife did in 2019 the only papers she recalls signing was for the proof of service. We have been seeing a lot of people on ******** stating they had a surprise contract cancelation when they canceled. I'm guessing they didn't know about the auto renewal either.

  Business Response

  Date: 02/08/2024

  I hope this message finds you well. Firstly, let me express our sincere gratitude for being a valued member of the Fybercom family for the past 8 years. Your loyalty and support have meant a great deal to us, and it's customers like you who have shaped our services and community.
  We understand that situations change and that our recent adjustments in pricing and service offerings might not align with every customer's needs or expectations. After reviewing your account and the concerns you raised during your call on February 6th, we want to ensure a smooth and transparent process as you transition to a new service provider.
  

  Regarding the contract and its terms, we apologize for any confusion or inconvenience this has caused. It's important to us that our customers have a clear understanding of their service agreements. To that end, we are more than willing to share a copy of the contract for your review. This document will detail the terms agreed upon, including the auto-renewal clause and the conditions surrounding early termination.
  

  We regret to hear of your decision to leave us, especially under these circumstances. It saddens us to say goodbye after such a long-standing relationship. In light of your experience and the feedback we've seen from others in the community, we are taking immediate steps to review our communication and policies regarding contracts and renewals to ensure they are as clear and fair as possible.
  As per our policy, and to comply with the terms outlined in your contract, the early termination fee of $150 and the $25 charge for the final month of service (as part of the 30-day notice period) will apply, totaling $175. We hope you understand that these terms were established to allow us to continue providing the high level of service and reliability our customers expect.
  

  Please let us know the most convenient way for you to receive the contract copy, and if there's anything more we can do to assist you during this transition. Your feedback is invaluable to us, and we aim to make this process as smooth as possible for you.
  

  Thank you once again for your years of loyalty and trust in Fybercom. We wish you all the best with your future internet service provider and hope that, should your needs or circumstances change, you might consider us again.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21257519
  I am writing to express my dissatisfaction with the response provided regarding the contract matter we discussed recently.
  After careful consideration, I must inform you that I am rejecting the response for the following reasons. Firstly, it appears that there is a discrepancy regarding the terms of the contract. It seems that there is an assertion of proof of our agreement to a contract of which I was not adequately informed or aware. This raises concerns about the validity of the contract and suggests the possibility of signing under false pretenses.
  While I acknowledge the obligation to pay the fee for the 30-day service, I find it challenging to accept the early cancellation fee due to the lack of awareness surrounding the contract's existence. It is disconcerting to discover that there was an auto-renewal clause in place without my explicit consent or knowledge. Ethically and practically. "It is disconcerting to discover that there was an auto-renewal clause in place without my explicit consent or knowledge. Ethically and practically, such arrangements should be transparent and mutually agreed upon. I feel strongly that it should be the customer's decision to sign the contract each year rather than it being auto-signed, ensuring full awareness and consent." Therefore, I request further clarification and a reconsideration of the terms outlined in the response. Additionally, I urge for a review of the procedures concerning contract renewal and the necessity for explicit consent from all parties involved.
  Please consider this letter as a formal notice of my objection to the response provided. I am open to further discussion and resolution of this matter in a fair and equitable manner. I appreciate your attention to this issue and look forward to your prompt response.
  Thank you for your understanding and cooperation.
  

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

  Business Response

  Date: 03/05/2024

  Thank you for reaching out to us and sharing your concerns in such detail. We sincerely apologize for any confusion or misunderstanding regarding the contract and its terms. It is never our intention to leave our valued clients, past or present, feeling uninformed or uncomfortable with the agreements made with our company.

  
  Understanding the points you've raised, we would like to offer our assistance in clarifying any discrepancies and ensuring that you have all the necessary information at your disposal. To this end, we are more than willing to supply you with a copy of the contract in question. This will allow you to review the terms thoroughly and perhaps address some of the concerns regarding the auto-renewal clause and the aspects of the agreement that were not clear to you.
  

  Transparency and mutual agreement are principles we strive to uphold in all our dealings, and it's important to us that you feel fully informed and comfortable with any agreement made. We believe that revisiting the contract together can help resolve any misunderstandings and provide a path forward that respects your concerns and preferences.
  

  Please let us know how you would prefer to receive the contract copy and any other documents you might find helpful for this review. Furthermore, we are open to arranging a meeting or a call to discuss this matter in more detail, should you find it necessary. Your satisfaction and understanding are paramount to us, and we are committed to finding a fair and equitable resolution.
  

  We appreciate your willingness to address this issue and look forward to your response. Your feedback is invaluable in helping us improve our processes and ensure our clients' needs and concerns are fully met.
  

  Thank you once again for your understanding and cooperation. We hope to restore your trust in our services and resolve this matter to your satisfaction.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21257519
  
  I am informing you of were we are at with this response because: 

  Subject: Resolution of Account Issue
  Dear **********************
  I am writing to inform you that following a conversation with a representative from the *********** office, we have made significant progress in resolving the issues concerning our account.
  Firstly, I want to confirm that we have returned all the equipment as requested. Additionally, we were assured that the outstanding bill would be addressed. It came to our attention that our account was charged again despite our previous cancellation. However, upon contacting your office and inquiring about this matter, we were informed that although the account was not canceled as intended, it would be rectified due to our prior cancellation request.
  We sincerely hope that all necessary actions have been taken to resolve this matter completely. Our expectation is that there will be no further issues regarding this problem going forward.
  Thank you for your attention to this matter, and we appreciate your assistance in resolving it promptly. If there are any further steps required on our part, please do not hesitate to inform us.
  Looking forward to your confirmation of resolution.
  Sincerely, ***************************
  and
  Sincerely, *************************
   

  Customer Answer

  Date: 04/13/2024

  I just seen this email. I thought that I had sent an email stating that the ****************** has helped me out with this, and we had got it resolved at this time 

• Initial Complaint

  Date:12/28/2023

  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.

  Fybercom has had a documented history of their services going down for long periods of time. It happened again on December 23rd, 2023. My wife and I are both REALTORS and absolutely must have connectivity 24/7/365 to do our jobs and do them well. When we lost internet connection, we called and called and called and all we got was a busy signal. We sent two emails and got zero response. Our frustration level grew and grew knowing how critical it is for us to have consistent internet connectivity. Businesses in 2023 like internet providers, where a large amount of people are customers and depend on their service should have dependable phone systems with a cue where you can wait or have someone call you back when your number comes up in the cue. To instead have to hear a busy signal over and over indicates that this company either doesn't care about their customers (sure seems that way anyway) or they simply don't see the need to invest in a system where customers won't receive a busy signal after multiple attempts at calling. And, if they use a phone line that is connected to their internet service vs. a hard wire from the phone company, this too shows they probably don't deserve to be in business as the internet is an essential service in our world today. Their offices are 1 mile from my home so I drove down there to see if they were open and to my astonishment, the door was open and there was an employee at the front desk and computer. I began to express my disdain for their internet being down and not being able to get anyone to talk to about the matter and that's why I came down here to see if I could speak to someone. The employee said, "Our service has been down for some time and a lot of customers are affected." I explained how frustrating their Mickey ***** phone system is that gives a busy signal vs a voicemail and that emails aren't returned in a timely manner. they terminated our service and then charged us for another month 5 days later.

  Business Response

  Date: 12/29/2023

  ****,

  The invoice was already generated and your payment went through. We have since returned the said payment. 

  The real problem here is how **** handled our network wide outage that was on 12/23. He then sent us multiple harassing emails and ******** posts. To add to the problems he then came into our office and verbally assaulted our front desk employee that is on recorded video in our office. We have terminated him from our service due to his actions. 

  Customer Answer

  Date: 01/08/2024

   

  Complaint: 21068253
  
  I am rejecting this response because:
  

  This company can not take ownership for its terrible customer service.  I went to their office only after trying over and over and over again to call them to find out why the internet wasnt working only to receive busy signals.  Its now ****.  Who has busy signals when it comes to essential services.  Emails arent answered and phones ring busy with no voicemail.  I was a ****** off paying customer who simply went to their office to find out what was going on and why they werent responding to their calls and emails and yes, I expressed my disdain but it was hardly an assault!!!  I said, You are going to lose a lot of customers including me and then I left.  
  
  

  i received an email notifying me that my service was terminated for assaulting several of their employees.  There was one employee and then a second came out from the back.  Thats TWO and it wasnt an assault.  Its what very frustrated customers look like when their essential services are down and there is literally no way to find out why!  I saw dozens and dozens, if not hundreds of upset customer comments on many different social media outlets, ALL expressing their disdain for how terrible Fybercoms service is, so I was only one of tons of upset customers who lost their internet and had no way to find out what was happening. 

  We returned their equipment after climbing up on a very high pitched icy roof, putting myself in great danger or they would have charged over $500 to come get their satellite equipment. We did get a return of our monthly service fee but then they charged us AGAIN, the $56.99 only to aggravate the situation even further.  

  When providing essential services such as the internet, companies like Fybercom have a RESPONSIBILITY to provide access via phone and email and an even bigger RESPONSIBILITY to have a dependable phone system and a large enough staff to reply to emails in a timely manner.  

  All can be improved at this company by addressing these issues.  We, customers, understand the internet can go down at times but we we will not tolerate us paying a hefty service fee with a woefully inadequate customer service focus.

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

  Business Response

  Date: 01/19/2024

  
  *********************
  3677 ************ Street
  
  Subject: Termination of Services Due to Breach of Terms of Service
  
  Dear ****************,
  
  I am writing to inform you that, as of December 23 2023, your access to Fybercom LLC services has been terminated due to a serious breach of the terms of service outlined in our agreement.
  
  We have conducted a thorough review of recent incidents involving your presence at our office premises, and it has come to our attention that you have engaged in unacceptable behavior. Specifically, on December 23 2023, you entered our office and verbally assaulted several employees. Such behavior is in direct violation of the terms of service agreement that you agreed to when subscribing to our services.
  
  As a result of this breach, we have no choice but to terminate your access to our network, effective immediately. Additionally, we must inform you that you are now trespassed from our property, and any attempt to enter our premises will be considered a violation.
  
  We take the safety and well-being of our employees seriously, and any form of harassment or inappropriate behavior is not tolerated within our organization. It is regrettable that we have had to take this step, but the actions displayed during your recent visit are inconsistent with the values and standards we uphold.
  
  Please be advised that your termination from our network is final, and you are no longer welcome to use our services. We kindly request that you respect the boundaries set forth in this letter and refrain from any further attempts to access our premises or services.
  
  If you have any concerns or questions regarding this matter, please feel free to contact the Bonneville *************************** We appreciate your prompt attention to this issue and hope that you understand the necessity of our actions.
  
  
  Sincerely,
  Fybercom LLC

• Initial Complaint

  Date:12/08/2023

  Type:Customer Service 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.

  I called on 12/4/2023 and was told my internet would be turned on and available to use in ***** hours. It has been four whole days since I called and I havent been contacted at all and I have attempted to call multiple times where I get put on hold for ***** minutes and when I do get an answer, I just get put back on hold for an additional ***** minutes. I have been paying for the service already and havent received internet service at all. This is outrageous and is disappointing for being East ****** best internet provider

  Business Response

  Date: 12/11/2023

  I apologize that this has been your experience. At the apartment complex you are at remodeling is going on and the power was shut off that powers our equipment. We have attempted numerous times to have the maintenance or the owners leave that power on as it affects the whole building. 

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 cancelled my Internet with fybercom in July 2023. They took a payment from my account in August.I again called them several times about a refund to no avail.They came Aug. 21 and picked up their equipment .I was charged $ 50 for this and eventually received a $20 refund of the $74 dollar payment they took On Nov.3,2023 they again fraudulently debited my account for $55.04 . I have called several times to request this money be returned. I have been told **** days. After 12 days I call again and I'm told 3-5 business days. I feel I'm being taken advantage of because I'm a senior on disability and desperately need this money returned.

  Business Response

  Date: 12/11/2023

  The refund has indeed been processed. Unfortunately there is no way for FyberCom to speed that process up. 

  Customer Answer

  Date: 12/11/2023

   
  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:10/04/2023

  Type:Customer Service 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.

  Fybercom is an Internet provider. For the last several months, the two phone numbers listed on the website have been disconnected. Additionally, there is no status page indicating whether their service is online or not, and no way to directly contact support.

  Business Response

  Date: 10/04/2023

  We experienced an outage this morning that also took down our phone systems. Things have been restored since 8am on 10/4. Please contact us so we can help ************