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:02/07/2023

  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 have had this company for over 3 tears because there was nothing better out here. I expressed my concern with the company about its services and they told me I was wrong. They told me nothing was wrong. I believed them. I sold my xbox n bought a new one. I called xbox. I changed my ports on my network. I changed my monitor. I did numerous things to try and figure out what the problem was. I came back to internet time after time. They told me nothing was wrong time after time. A month aga
  O they come out and they tell me there's a problem. They couldn't fix it that day. They were supposed to follow up with me and tell me what was going on and there plan. Never heard a word. I called and ******** They came out and disconnected my internet without saying a word to me. So I had to call back and find out the hard way they were working on it. Then they left with out testing it or talking to me. I had to call again when I seen the wifi was back on. Had to tell them it still wasn't working. He came back I showed him he did nothing and left. He cam back the next week ran some tests and told me nothing was wrong again. I have screen shots showing they are not providing me what they signed a contract to provide. For three years they haven't. For three years they have lied to me and stole from me. I expect compensation. My three bars on my phone gives my mobile hotspot a better connection than what they provided me.

  Business Response

  Date: 03/14/2023

  Good afternoon, 

  First, we want to preface this complaint with there is no SLA with defined uptime guarantees or speed guarantees. However, we tried everything to fix this customer's issue and sent multiple technicians out to his home, but we weren’t able to replicate the problem he was experiencing. Any time he called, we went out to investigate the issue. Our technicians and support team said everything looked good on our end, but the customer said we were lying. He wasn't in a contract, and he claimed he was getting less speed than what his package offered. In our terms and service agreement, it states that there can be speed differences during times of congestion. Since he claimed he wasn't getting the speed he was paying for, we suggested to downgrade to the speed package that he claimed he was getting so he could save money, but he declined.  In the end, any time he had a problem, we went out to fix it, but he disconnected. 

  Customer Answer

  Date: 03/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There was 2 technicians who came out and acknowledged there was an issue. I did not have to call again for them to come back out. They did of there own accord to replace the outlet on the pole because there was a problem. They did so with no communication and disconnected me. The technician, which is the lead technician there and plays other leardership roles at broadlinc, did not come in and check speeds with me or let me know he was finished. The problem was not fixed. I called again and had him come back out. I showed him failed speed tests through their software like the ones you see above and widely fluctuating speeds. He told me he will put me on a watch list. Every time they have done that they have told me nothing is wrong. I told him this he didn't care. The issue wasn't speeds that was a problem, the issue was the internet completely dropping out. The reason why the speed tests fail. He came back out a couple days later ran 1 speed test and said it was fine. I had to convince him to run more because the problem isn't constant. They ran more  for 5 minutes said nothing was wrong. I showed him failed speed test after failed speed test through his software again. With time stamps because he didn't believe me and wanted them. He had no explanation. I told him my hot spot from my phone with 30mbs performs better and more steady then his $100+ "speeds as high as 200mbs". He said switch to them then. As rude as he had been to me with that comment, with the lack of communication, the incredulity he had addressed me with, the lack of time or care he showed me I still said I don't want to do that if you guys can fix the issue or acknowledge there is an issue and work to fix it I'll be ok. He said ok. I could tell he didnt care or think there was a problem. He didn't contact me again. I disconnected my service and am currently using my hotspot through Verizon.
  
  
  
  Sincerely,
  
  
  
  **** ********