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Business Profile

Internet Providers

UbiFi LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a service plan from Ubifi on January 7, 2023 for a Bring Your Own Device Wifi Internet plan. The purchase was for $175.88 and the recurring price was for $129.99 a month. The company asked for information regarding your Wifi Router in order to verify that it would be compatible with the *** cards they offered to get internet. The information I provided was accepted and a *** card was sent to me. I was under the impression that there would be a 14 day trial period to make sure the service would work, but was told at a later date that the trial period only applied if the customer purchased one of their routers. Once we received the *** card, approximately 2 weeks later, we attempted to use it and was not able to get Wifi to work at our home. I contacted the company and received 2 different answers for my issue. The first representative told me to check certain settings in my router and attempt a factory reset, which I did and it still would not connect. The second representative told me that they could not help me due to the plan I purchased. I contacted the company again asking that the $305.87 ($129.99 payment came out 2/8/23) I had already paid them for a service I was unable to use, to be credited towards purchasing a new router so that I could still use their company. I have received 2 vague emails from the company, neither of which have answered any of my questions and now they have quit responding to my inquiries. At this point I would like a refund of the money I have spent for a service I have not been able to use, so that I may find a company that I can hopefully get internet from.

  • Initial Complaint

    Date:12/23/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Poor communication from company. Raised price of service without warning. Poor service . Ive been without internet numerous days. They charge me for a service they arent providing. No customer service on Saturday or Sunday, so if you lose service on Friday evening you will most likely be without service until Monday evening. I only use it to stream TV programs. This is my wife and my entertainment. Im disabled and on weekends this is what we do. So as you can imagine it ***** to sit here and not be able to watch or programs because we have no internet. If they cant provide the service that Im paying for they should refund us for the time without service. There should be tech support available at all times. If they cant provide the service they are charging you for they should lose their business license. Im definitely not a happy customer.

  • Initial Complaint

    Date:11/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 feel that this company falsely advertises. On top of that the customer service is non existent and you do not get what you pay for.I have had them foe internet for past 14 months. In the last year my service and been terrible. Spotty coverage, hardware not working, replacement hardware not working, throttled for no reason, hardware blacklisted for no reason. The list is endless and unfortunately they are about only company I can use for internet. **************** can never fix my issue and it takes day to resolve because they do not call or write back. Most of the time they just send new hardware that again has problems.

  • Initial Complaint

    Date:08/26/2022

    Type:Product Issues
    Status:
    Unanswered
    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 a Ubifi customer since June 19, ******** service until ****************************************** 2022, the service was an absolute nightmare, unacceptable, totally frustrating. Ubifi charged me $179.99 on July 5, 2022 for a new SIM card, activation and data plan. I didnt receive the new SIM card and did not have any service until July 12, 2022. For all of July and August 2022 the service was terrible. Most days and nights there was no service at all for 16 hours in spite of repeated calls and inquiries with customer service, rebooting the modem and troubleshooting. This company committed to provide rural residents with reliable internet service and failed to do so.The company has not made any effort to resolve my issues in any effective way nor have they offered to refund me for the unacceptable service.I have spoken to over six customer service reps and a supervisor at least 20 times over the course of two months. Again and again I was promised calls from *********************** who are the only ones who deal will billing and can make billing adjustments. No calls were made to me and no resolution occurred. It is now August 26 and I plan to cancel my UbiFi service.I was billed $149.99 on August 5, 2022 in spite of my emails requesting conversations with *********************** bill adjustment.It would be honorable for UbiFi to refund me for the enormous hours of inconvenience, ignoring my calls and pleas for assistance and remuneration and for making this summer a complete nightmare in terms of dealing with them as a company that values its customers and claims to provide excellent rural internet service.I will cancel my account before September 5 so that I am not billed, again, however, some companies will not adjust a bill or make changes on an account that has been closed. I am now paying for two services, having subscribed to Starlink for over $1000, extremely dissatisfied with Ubifi.Order #UBF282799

  • Initial Complaint

    Date:08/09/2022

    Type:Product Issues
    Status:
    Unanswered
    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 trying to close on of my accounts (************************************************************** ****) with UBIFI for two months! If I call I get "you call cannot be completed at this time" or put on hold indefinitely. I attempted email numberous times but the emails do not go through. I appreciate you help.*************** ************

UbiFi LLC is NOT a BBB Accredited Business.

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