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:09/18/2023

  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.

  Fybercon bought my internet provider then raised my rates without notifying me. Then when I ask to cancel. The service rep demanded that I tell him who my new provider was. Told me they were going to charge me for removing of the equipment (I dont have a contract with them) and I have to sign a waiver if I take the equipment down and and will be charged if I dont deliver it to there office 60 miles away.

  Business Response

  Date: 09/18/2023

  Hello,

  We actually have an office in ****** you can return equipment too, it should be just down the road. Also during the purchase you were moved to the FyberCom network with your agreement. If we can help resolve the issues you were having that would be the ideal scenario. This is your first contact with us, please give us a chance to help you! If you cannot remove the equipment and return it we can retrieve it for you. Please let us help!!

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20619521
  
  I am rejecting this response because:
  ****** is actually further from my home. Plus you did not even respond to most of the issues in my complaint. I called to cancel a service with your company. I have no contract with your company. Not only did you change my service with out notification you also told me I was to be charged for the removal of your unwanted equipment. 
  

  then was told I had to sign a release of liability to go onto my own home to remove your equipment. Which is a legal matter. Only to be hung up on by your rep because I mentioned that no contract means no legal obligation to your company. 
  

  then you insult me by telling me I can drive 85 miles to ****** instead of ******************************************************* again. 
  Sincerely,
  
  *********************

  Business Response

  Date: 09/20/2023

  We will send your final bill to your email address on file. I am sorry we could not work something out to help you. 

  Customer Answer

  Date: 09/25/2023

   
  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:09/14/2023

  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.

  Had their service for 3 years, carried out our contract even though the service was horrible. Cancelled service as soon as we could. They picked up their equipment, the one they hooked up for us, and told us the equipment was wrong and they charged us for returning the wrong equipment.

  Business Response

  Date: 09/15/2023

  Hello *****,

  Unfortunately the equipment you left out front was not our equipment. We have sent you pictures of what we are looking for. Also in the grand scheme of things that missing part is only $25 of the collections amount. Your service was 'horrible' because your service was shut off due to none payment. It looks like you have since settled that collections balance with Bonneville Collections, thank you. 

• Initial Complaint

  Date:08/16/2023

  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.

  I switched internet providers 3 months ago and the customer service rep told me since the switch was handled by the city, I did not have to inform them. I ended up having to pay the bills last three months without their service and when I reached out, they said they would resolve this. Well, this morning I received another bill for not using their service.

  Business Response

  Date: 08/29/2023

  We need you to contact us so we can help! The BBB is not a great way of ** helping with your account. PLEASE call us ************.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20477413
  
  I am rejecting this response because:
  I have already contacted Fybercom multiple times, and even after submitting the review. I was told that I would get a response the same day and my issue with billing was resolved after ******* reviewed my past communications but I still have not heard back. Why should I waste more of my time? If I get another bill I will be sending a cease and desist.
  Sincerely,
  
  *****************

  Business Response

  Date: 09/08/2023

  We will await your contact. 

  Business Response

  Date: 09/15/2023

  There is not enough information provided for me to find your account or assist you. Please email us the details at *******************************

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising 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 company came to my subdivision to install fiber line. They cracked my driveway as you can see. I have contacted the company 3 times about this. They said they would come out and contact me. They came out once and didn't talk to me or fix the issue. I had also contacted them about the terrible job they did in my yard they did come and kind of fix that.

  Business Response

  Date: 06/05/2023

  Thank you for reaching out to us regarding the issue you encountered during the installation of the fiber line in your subdivision. We apologize for any inconvenience caused and would like to address your concerns.
  

  Firstly, we would like to clarify that the cracking of your driveway was not caused by our company, FyberCom. As you mentioned, the location of the break was not near where our team was working. We take great care to ensure that our installations are carried out with precision and without causing any damage to surrounding areas.
  

  However, we understand that you have contacted us multiple times regarding this matter and that our response has been less than satisfactory. We apologize for the lack of communication and the delay in addressing your concerns. It is our policy to promptly respond to customer inquiries and rectify any issues that *** arise during our installations.

  We would like to assure you that we take customer satisfaction seriously, and we are committed to resolving this matter to your complete satisfaction. We apologize for any inconvenience caused by the previous visit where we did not communicate effectively or address the issue adequately. Rest assured, we will take immediate action to rectify any problems caused during the installation. One of our foremans reached out to you via cell phone and did not receive an answer. They decided it was best to head to your location ASAP to further assess. Upon arrival the spot with the hole was filled (settling can happen and if its still sunk in let us know and we can fill it again). The crack in the cement is not near where we have teams working, as there is no utility lines at that location of the break. Please respond with the details on the broken cement if you can. 
  
  

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20128430
  
  I am rejecting this response because:

  My concrete was fine until you guys came out and installed your lines. The damage is on the side of the driveway that you were working on. I have no damage on the side of the driveway that you guys weren't on. If it was a snow plow or something like that then it would be more likely that both sides would be affected. I am scheduled to meet with one of your workers on Thursday. This is not my first home and I have never had issues with concrete like this before. It was fine until you guys installed your lines. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/28/2022

  Type:Order 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 signed a ******************** April 2020. Now in December 2022 (32 months later) they are charging us $300 to terminate the 24 month contract.

  Business Response

  Date: 12/29/2022

  This information is not correct. Please contact us and speak with our billing manager ********* 

• Initial Complaint

  Date:12/09/2022

  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.

  We signed up with fybercom in October of 2019, we fulfilled our 24 month contract with them and we recently moved where they no longer could provide us service. We were never told of an auto renewal they do after the first initial 24 month contract is up and now they are trying to charge us $250 for an early termination fee. Even though we have had them for almost 4 years. They also continued charging us for service even after I emailed them asking to cancel our service as soon as possible. They told me there was a 30 day notice but then continued to charge us, so we contacted them and they want to investigate what happen. They have not refunded us or canceled our service still even though its been over 60 days.

  Business Response

  Date: 12/23/2022

  We have contacted the customer to resolve the issue. We have not been able to reach them. 

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18552320
  
  I am rejecting this response because:my husband nor I have not received any emails or phone calls from fybercom.

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

  Business Response

  Date: 01/11/2023

  Please give me more details on the situation? I cannot resolve anything unless you let us know whats going on. 

• Initial Complaint

  Date:12/06/2022

  Type:Product 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 starting receiving this service in 2019 and at that time I was clearly told that there was on cancellation fee and I could cancel at anytime. I have had bad internet connection since I received this service, they had me try a new reciever. I have called several times and get the problem fix and they are rude and say that it is not them that it is my phone. Every time I have called the customer service is horrible. On 12/3/2022 I called to cancel my service and they told me that it would be $160.00 when they pick up the receivers. (she was very rude) I ask why and they told me that is was there cancel fee and that it was in the contract I signed. I asked her to email me a copy of the contract, and when she did, my name was typed at the top of the contract, but the signature at the bottom is no even my name.

  Business Response

  Date: 01/09/2023

  ****,

  I see you attached your agreement but there is no other information that you posted. What seems to be the issue?

• Initial Complaint

  Date:09/30/2022

  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.

  I signed up for a 2 year contract agreement with Fybercom in mid-2020 (June, I think). The service was never great despite upgrading my router twice. Over time it became more and more difficult to deal with the multiple service drops per day and the available bandwidth was not enough to support my household of 6 adults and smart home equipment. We made the decision to switch over to another service provider in August 2022. This was after the fulfillment of the initial 2-year contract that I signed upon installation. I notified Fybercom in writing of my desire to disconnect my service and was told I would be contacted by an account representative in a few days. After a week, I called and requested to speak to someone since I had not heard from Fybercom yet. They informed me that they would have someone call me back later that day. It was another week before they finally called me. They offered to give me a few months of free service and then told me if I still wanted to disconnect at that point, they would do so, but I would be charged $250 for an early termination fee. I was surprised by this considering I have fulfilled my 2 year contract. When I asked about the termination fee per the contract, I was informed that the contract auto-renews at the end of the contract and that this information is written in the contract that I signed. Despite having fulfilled what I believed to be my side of the agreement, Fybercom's fine print that was never mentioned or pointed out to me, locked me into an agreement for another year with a termination fee of $250 automatically. They claimed it was to my benefit since it locked me into my initial price in the event of a price increase. However, had I been made aware of that agreement in the fine print of the contract, I would have rejected that "benefit" as the difference would not have been equivalent to $250 over the course of a year since it only went up $5 per month since my initial contract.

  Business Response

  Date: 10/12/2022

  After reviewing the complaint we handled things incorrectly. You have fulfilled your agreement term with us and I apologize for the errors and charges. I have refunded you the completed ETF. Again sorry for the problems. 

  Customer Answer

  Date: 10/12/2022

   
  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 for making this right. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/19/2022

  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.

  The problem that Ive been having lately is that their service in my area has not been great lately. The Ping/latency has been really high up to 500ms over even up to a **** ms when we play games online and makes doing school work difficult because my zoom meetings dont work at times and can take a while for sites to load. They have come to try and fix it, but are unable to because of trees that arent ours are in the way. This has been extremely frustrating and I know that we arent the only ones experiencing this as there are a lot of neighbors who are also with Fybercom and experiencing the same issue with their internet slowing down. I just wish they would just bring their fiber plan to our neighborhood because theres almost no other options when it comes to internet. Its starting to become more and more not worth paying 75 dollars a month for internet that doesn't let you do what you want with it. Ill be posting a picture from a video game to shown how high the latency is and its been happening a lot more for the past year.

  Business Response

  Date: 09/19/2022

  ***,

   

  We do not have any control of the trees that are in the way. We understand the want for fiber. We are working every minute to continue building our fiber footprint. These builds take time.