Complaints

This profile includes complaints for i3 Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

i3 Broadband has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  i3 Broadband

  602 High Point Ln East Peoria, IL 61611-9329

  
• 

  i3 Broadband

  5201 W War Memorial Dr Ste 515 Peoria, IL 61615-9033

  
• 

  i3 Broadband

  57 Everett St Warren, RI 02885-1909

  
• 

  i3 Broadband

  808 Dennison Dr Champaign, IL 61820-2507

  

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:04/26/2025

  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.

  Our neighborhood has been disrupted for the installation of i3 Broadbacd, and yesterday they cut my **** line so we will be without internet for an undetermined period of time. Working from home is not possible. **** is doing their best to fix asap but a line needs run under the road. VERY frustrated.

  

  Business Response

  Date: 06/03/2025

  Hello,

  Apologies this complaint was missed.  I will make contact with ******** and do some research about the contractors.in that area.  

   

  Thank you,

  Monica Klotz

  Customer Answer

  Date: 06/09/2025

  I am still corresponding with the company and am not ready to call it resolved or rejected at this time.  Thank you!

• Initial Complaint

  Date:04/07/2025

  Type:Billing 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 canceled my service my service in February. I moved and they did not forward the bills to my new address. I had auto pay, and the credit card date expired. I did not hear anything until I received a nasty, threatening letter. I paid by updating my credit card. They have charged me after the cancelation date. Wanting to wash my hands of this company, I tried to pay again by email. Another disrespectful email followed and stated they can not accept payment via email. There customer service is abysmal. The product is tremendously over priced.

  

  Business Response

  Date: 04/18/2025

  The customers card on file had expired causing failed payments and a past due balance.  For the customers safety, we cannot take payments over email. Customer would have received invoices and past due notices to the email on file.  The $179.65 is for services rendered and unreturned equipment.  Customer moved and did not notify i3 Broadband to cancel services.  

  Customer Answer

  Date: 04/26/2025

   I am rejecting this response because:
  
  
  I had canceled the service in February.   They continued to bill the account.   I want a refund of any charges past Feb 2 for services. 

  The return of equipment has never been arranged. 

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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 was a i3 broadband internet customer only I am disabled and it's pretty much all I have I got behind almost 2 months on my bill missed my payment called in made a agreement to pay on a set date which I also missed. they did not shut me off which I Greatly appreciated so in a few days I called them to tell them thank you for waiting and I would pay in a week which was the first of the month.again I'm disabled so only get my check once a month.well I was rudely talked to and informed that makes internet will be going off within the hour if not payed...guess I reminded someone that was 22 of June ok because of the rudeness I decided to go to a different company..i3 broadband band continued to bill me even after I was disconnected I know because when I tried to return to the service I was informed I owed 200$ ..now mind you my bill is only 60$ a month was two months behind 120$..but they kept billing when asked why I was informed I never told them I was going to ***..but they shut me off how can they bill for service they never provided seems unfair business practices and how many other people have they done this to sending in against their credit..it's stealing

  

  Business Response

  Date: 03/04/2025

  Good morning,

  Our manager in the RI office has spoken to Mr. ****** and reviewed the account balance. Mr. ****** stated he went to ***; we advised him to bring in a bill with the start date of July we will issue the credit.  He said he is going to come in and pay the balance.  He does not think he has any bills from ***.  

  If Mr. ****** has any further questions, please reach out to us and we will be happy to help.  

  Thank you,

  ****** *****

  Contact Center Director

  i3 Broadband

• Initial Complaint

  Date:01/18/2025

  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 had I3 broadband installed 6 months ago. I've had issues since day one - slow & constantly getting kicked off. I complained on a regular basis. At first they blamed it on my tv. It wasn't my tv. I would have to call in almost weekly to get the service updated manually because it wasn't updating automatically. After about 4 months of this, they finally sent out a tech. The tech found that the equipment hadn't been working since day one. He swapped out the equipment and things were good for a couple weeks. Now it’s back to my service going out constantly. I'm tired of it. I asked for some type of reimbursement on my bill. I was refused several times. Today they offered me $10. I've worked harder at keeping my service on than they have! $10 is a slap in the face for 6 months of constant issues. Issues that nobody would own and nobody cared about. Issues they were well aware of! They have the worst customer service (& service!) of any
  Internet company I've been with. Zero integrity. I will be changing internet companies because of it. I don't suggest receiving your internet from I3 - its obvious they want your money but wont stand behind their service. Who wants to do business with a company like that?

  

  Business Response

  Date: 01/23/2025

  Good afternoon,

  We have reached out to this customer on numerous occasions to set up a time for our technician to come out and check her services.  We reached out again on 1/22/2025 for another attempt to have a technician dispatched to her home.  Customer returned our call and stated she is not interested in any further troubleshooting and has made the decision to switch to *******.  

  If ***** would like us to contact her for troubleshooting or anything on her account, please give us a call at *************

  Thank you,

  ****** *****

   

  Customer Answer

  Date: 01/23/2025

   I am rejecting this response because: I asked for financial compensation because I paid for faulty service for 6 months. Their $10 offer was an insult. I’m not asking for entire bills to be credited, but it has to be fair and this is not fair! 
  
  

  

  Business Response

  Date: 01/31/2025

  Good morning,

  On 1/22/25 one of our billing agents reached out to the customer to discuss her cancellation request.  They left a voicemail offering her 50% off her bill for the next 3 months due to her concerns with the service.  Two hours later the customer called back in and spoke to another agent and stated she did not want the offer and would be going to ******* and will call back in to cancel services.  We have attempted to schedule tech visits with the customer, and she has refused.  

  If the customer would like to give us a call, we would be happy to schedule a service visit and also discuss compensation for her service interruptions.  

  Thank you,

  ****** *****

  Customer Care Director

   

  Customer Answer

  Date: 02/05/2025

   I am rejecting this response because: I’m not staying with I3 so there is no credit for my service issues. Essentially, I'm being held hostage. They'll give me credit but I have to agree to their crappy service/customer service. No thank you, as a customer, integrity means something and I3 has none! 
  
  
  
  

• Initial Complaint

  Date:01/08/2025

  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 signed up for a gig of internet speed, in may 2024, never got any faster than 700mb, now its been 5 weeks and has not gotten any faster than 200 mb. they keep telling me the same thing over and over, we don't know if when its going to be fixed, I have all their emails to prove this and multiple speed tests.

  

  Business Response

  Date: 01/17/2025

  Good morning,

  Mr. ****** has disconnected his service.  He will be receiving a refund for $15.00. We are sorry to see Mr. ****** leave i3 Broadband.  If there is anything we can do, please let us know.  

   

  Thank you,

  ****** *****   

• Initial Complaint

  Date:11/16/2024

  Type:Sales and Advertising 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 spoke to **** ***** today about i3 Broadband services. He was very pushy telling me that I had to sign up before the weekend to get 2 free months. I told him I would talk to my husband and call him back this weekend. I have just now checked my email and an account has apparently been opened in my name. I immediately emailed two cancellation requests.
  
  The monthly fee on the email ($75/month) does not match the i3 Broadband website ($60/month) that I filled out a form for last month.

  

  Business Response

  Date: 11/25/2024

  Thank you for reaching out to us here at i3 Broadband.  We are truly sorry for the inconvenience.  We have deleted the sale from our system.  Our sincerest apologies this order was placed without your consent.  Please reach out to us if you have any questions or concerns.  

  ****** *****

  Contact Center Director

  Customer Answer

  Date: 12/02/2024

  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.

• Initial Complaint

  Date:09/30/2024

  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.

  My internet service went out on Friday morning at 11:15am 9/27/24. I waited around 40 minutes before inquiring on the business’s chat feature if there was an outage in my area.
  
  The rep advised there was no known outage and asked me what lights were indicating red on my router. I told them and they said this was a service issue that would require a technician. They then let me know they were inputting a “high priority ticket” with notes of “no service” to get my service restored quickly.
  
  I said great, the chat ended, and I proceeded to wait around for the technician for 4 hours. At which time I reached out by phone to ask for more information as we have quite a busy weekend ahead.
  
  The phone rep told me that it appears this is an “outside wiring issue” and they likely would not need to come into my home, so I probably wouldn’t need to be home to provide access. He then commented that he was chatting in their group message and can see my ticket and it will be resolved “hopefully this weekend”? Um, what?
  
  Of course that didn’t happen which is why I’m now reaching out here- nearly 72 hours without service. I work from home. I require an internet connection. I also have home security in the form of cameras that have not been functioning for 3 days.
  
  My lack of service obviously is not a priority for this company as I’ve also reached out via ******** to express my frustration and Saturday night at 4:44pm was told they would update me “soon”.
  
  Why use this verbiage if it’s a lie? How can this company tout “reliable” service in their ads and branding? Further, these service lines are 1.5 yrs old and I’m already having issues that result in a 3+++??? Day outage? Reviews on ****** and ** echo these same sentiments.
  
  I want out of my 2 year contract without penalty. I also want a prorated refund on the prepaid monthly payment they withdrew from my account on 9/26 - of which one day of service was used. I’ve now made a decision to go back to my old provider.

  

  Business Response

  Date: 10/14/2024

  Good afternoon,

  We reached out to ******** ****** on 10/10/24 leaving a message for a return call. We have not heard from ******** as of 10/14/24.  We are happy to help in any way we can.  We would like to discuss the complaint in further detail.  Please return our call when you have a moment. 

  Thank you,

  ****** *****

  Customer Care Director 

   

• Initial Complaint

  Date:06/22/2024

  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.

  Internet service provider has system wide outage, does not proactively communicate with customers and will not respond to requests for information. No explanation of the issue or estimate of when service will be restored are attempted. Communication from provider is only provided via social media, contains no details, and service outage continues through the weekend. Service went out around 5 AM, Friday June 21, and has not been restored. I work from home and could not work on Friday as a result of the outage but have no ability to work until service is restored.

  

  Business Response

  Date: 07/01/2024

  Good afternoon, ******,

  My sincerest apologies for your interruption in service.  We are very sorry for the lack of communication you received.  I would like to offer you a $30.00 credit on your bill if that would be acceptable.  If you have any further service issues, you may reach out via, phone, email or chat.  

  Thank you,

  ****** *****

  Contact Center Director

   

   

  Customer Answer

  Date: 07/01/2024

  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.

   

  Regards,

  ****** ******** 

• Initial Complaint

  Date:05/18/2024

  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.

  In late 2023, i3 Broadband began installing lines in our subdivision, the ****** ** ******* *****. The workers did so without regard for the yards they were digging up. Our property is a corner lot as you will see from the photo. The workers tore up a significant stretch of grass in our yard. I contacted the local i3 Broadband location, ************ and was told to speak with the supervisor ***** ******* ** ************. I called and spoke with ***** (Nov 2023), who assured me the yard would be taken care of in the early spring of 2024. By March 2024, nothing had been done. I called ***** (March 1, March 5 multiple times, April 2) and ***** would not answer the phone or call me back. I called the i3 Broadband mail number April 2 and they said they'd get a message to *****. ***** did not call me back. I called the main number again and escalated the issue. Someone from the home office called me, ************: This lady said she would have the yard taken care of. Days later I discovered seed was put down. I called back stating this was a mature yard and seed was ridiculous. She said she'd get back with me. But she didn't. I called her back. She informed me they don't put down sod. So what, they will come and gladly tear up my beautiful grass and not care what the aftermath of their damage is? So apparently they came out and threw down more seed. Big deal. It looks horrible.

  

  Business Response

  Date: 05/31/2024

  Good morning,

  ***** has reached out to the customer and there is a meeting set up on Tuesday June 4th at 9am to resolve the customer complaint.  Please let me know if you are not satisfied with the outcome of this visit.  

  Thank you,

  ****** *****

   

   

   

  Customer Answer

  Date: 06/04/2024

   I am rejecting this response because:
  
  I met with ******** ******** and someone besides ***** ******* who was supposed to be here. ******** ******** is a "Neighborhood Ambassador" for i3 Broadband. ******** pretended to be so nice and friendly with me - until it came to resolution of the problem. She told me she could "tell I had done a lot for my lawn" and how beautiful it was. But then when we talked about the horrible condition the big cut in the yard was - oh all of a sudden she is telling me I didn't water it enough. What? We have had nothing but rain for two months! Then she tells me "rain is not the same as watering"! Is she a scientist? Then she tells me I "have to give it 21 days"! It's been months since someone came out and threw down seed. I told her it looks like random bits of grass have been stuck in. Again I was told I "have to give it time". I said "Why can't you just put sod in" - and first I was told "we don't do sod" and then I was told "well you'd have to water sod even more" - I reminded her I have a built-in irrigation system, to which I was again told they would only "put down more seed". When I talked about having a beautiful mature yard, ******** whips out her cell phone and points to a photo from ****** Maps, from June 2022, showing my lawn had brown spots. So ******** tells me "your yard was not mature". So you see: Their mission was simple: Come out and screw over the homeowner. That's all. No matter what, they do not care. They asked if I wanted seed. I told them do what they want but I want sod, which they will not do. They simply do not care. Oh and by the way, there was a drought in Missouri in June 2022. Read here: The U.S. Drought Monitor recorded roughly 30% of Missouri was experiencing some form of drought in June 2022. **************************************************************************************************************
  
  

  

  Business Response

  Date: 07/01/2024

  On 6/6/2024, i3 has been back and re-seeded the property to Mr. ********* liking. He is happy now and no sod was needed. The seed is already starting to take. It was also discovered that part of his sprinkler system was not turned on, which is controlled by the HBA so that has also helped.

  Please let us know if there are any further questions or concerns.

   

  ****** *****

  Contact Center Director

  Customer Answer

  Date: 07/01/2024

   I am rejecting this response because:

  i3 Communications tore up my yard willfully and with complete disregard for the damage that was done. As a result, their company owes me proper care and replacement.

  I asked for sod and they have fought me every step of the way: From blaming me to shaming me.

  Their latest "quick fix" is NOTHING as you can see from the photo. NOTHING. That is equal to their solution: NOTHING.

  They cannot blame me. Why? I invested in two sets of garden hoses that total 200 feet and stretch from one side of the house to the other side. I have soaked the grass many, many time since their "seed solution" was put down. I have even done this despite having a bad hip, a bad back, and walking with a cane - which limits my ability to hook up a water hose and stretch it 200 feet around the house. This has far exceeded my capacity for range of motion and bodily functions, which has resulted in extreme pain. But I am not about to be victim blamed by them ever again!

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

  Customer Answer

  Date: 08/21/2024

  Dear Better Business Bureau:

  I've been in contact with ****** ****** with i3 Communications. He arranged for sod to be put in the damaged section of our yard. I have maintained watering every other day and 90% of the sod seems to be taking and doing well. There is only one small piece near the end that is not doing very well and they promise to look into it.

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

• Initial Complaint

  Date:10/17/2023

  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.

  i3 drilled conduit line in my neighborhood. Shortly after, I noticed a water leak in my front yard. I contacted the City of Edwardsville and i3 on 10/11. City of Edwardsville came out on 10/12 and stated it was i3s fault and I would need them to correct it because it was on my service line. i3 did come out and check things under the road on 10/12, but that is not where the issue occurred. I have since contacted them after the fix on 10/12. Had to make a second call on 10/13 and finally got a call back from the construction manager. He stated they would be out Monday. They did not come out Monday, 10/16, and they did not call me for an update. I texted the construction manager that evening with no response. I have called them and the city back today with no response. The water is continuing to leak and is worsening. My water is now brown and I am starting to lose water pressure. I cannot get a return phone call from the company to discuss my concerns.

  

  Business Response

  Date: 03/01/2024

  Contractor spoke with the homeowner on 10-11-2023 to let them know he will continue his investigation for the water leak.  Contractor stated they have confirmation that i3 is not at fault for the water leak and a rep from the City of Edwardsville confirmed the water leak was not the fault of i3.  Please let me know if you are needing more information.