Business Profile

Communications

Fastwyre Broadband

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Complaints

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

Customer Complaints Summary

22 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/17/2025
Type:Customer Service 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 don't remember the name pf the young lady that signed me up. If I hear it I will recognize it. She told me I would get the first month free, that it would cost me nothi9ng to try it. We was going on Christmas vacation, leaving 12/24/2024. I was thinking Fastwyre came after we got back on the Friday 12/27/24 but looking at my messages they came on the 12/20/24 but us being busy we never tried the internet till after we got back home on Monday 12/30/2024 and my daughter tried but could not. We kept trying but could not. So I called, 1/7/2025 Fatswyre and explained to them and they said they could not help me but I can go turn my equipment in. They said they could not come and hook me back up to ******* cause they are not allowed to touch another carrier equipment. I told them well your tech did. He cut their wire and put yalls in. They refused to do anything. 1/9/2025 I took my equipment and turned it in. I tried to explain my situation to *******. ******* told me she could not do anything but she said she put in her notes but it showed he (tech) never signed off on the job finished. When I got my February Fastwyre bill I called Fastwyre and tried to explain my situation to them again and insisted they could not help me and that I owe them. They would not let me speak to any of the higher up people. Said they would tell me the same thing. That there was nothing they could do and they have no record of my phone call or *******'s notes. That there is nothing in their system. The tech cut ******** line, they refused to fix it, we never got Fastwyre to work in out house, I was told I would not have to pay anything and now they are charging me. I feel I was done wronged and told untruth just to get me to sign up.
Business Response
Date: 04/02/2025
After reviewing this matter and the customer's account, Fastwyre Broadband has confirmed that
the customer established their account on December 20, 2024 and disconnected it on January 3,
2025. While the customer owed $39.54 for the partial month, we have credited that back to them. Thank you!
Initial Complaint
Date:12/11/2024
Type:Billing 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 am writing to file a formal complaint against Fastwyre regarding unjust late fees that have been charged to my account. Despite making timely payments, I have been consistently charged a $4.58 late fee each month.

I have reviewed my payment history and confirmed that all payments have been made on or before the due date. I have contacted Fastwyre customer service multiple times to resolve this issue, but the charges have not been removed, and I continue to be billed for late fees.

This issue has been reconized for the past 6 months is when i noticed it.

I request the BBB’s assistance in resolving this matter. I seek the removal of all unjust late fees from my account and assurance that no further incorrect late fees will be applied. Additionally, I request a review of Fastwyre’s billing practices to prevent similar issues for other customers.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.
Business Response
Date: 12/17/2024
After reviewing the issue and the customer’s account, Fastwyre Broadband determined that the
customer is charged a monthly $5.00 paper bill fee, which went up to $7.50 in October. Additionally,
the customer has a monthly $2.95 network enhancement fee and a $4.58 late fee that has not been
paid. In total, the customer currently owes Fastwyre Broadband $21.92.
If the customer is interested in changing to an electronic bill, please have them contact us at 1-833-
463-FAST (3278)
Business Response
Date: 12/17/2024
After reviewing the issue and the customer’s account, Fastwyre Broadband determined that the
customer is charged a monthly $5.00 paper bill fee, which went up to $7.50 in October. Additionally,
the customer has a monthly $2.95 network enhancement fee and a $4.58 late fee that has not been
paid. In total, the customer currently owes Fastwyre Broadband $21.92.
If the customer is interested in changing to an electronic bill, please have them contact us at 1-833-
463-FAST (3278)
Customer Answer
Date: 12/18/2024
The problem is not with the paper fee or the network enhancement fee. The problem is I pay My bill before the due date and they always charge me a late fee. Also my bill is never correct. I have Called every month for the past 6 months and nothing gets refunded or fixed. The last guy I spike To, last month , was *******. He told me that they are supposed to keep records of when customers call with complaints but I have Nothing showing that I have Ever called. I feel Like they don’t process my payment til after due date to charge the late fee. I feel That they collect the late fees fraudulently. I have asked for a supervisor to call me back or speak to one multiple times but no one ever gets on the phone or calls me back. Customer service is terrible. I have Had a pending payment that no one can tell me who or when or why it’s not being processed. I’m very aggravated with this company but like most it is my only choice for internet where I live
Customer Answer
Date: 12/18/2024
The problem is not with the paper fee or the network enhancement fee. The problem is I pay My bill before the due date and they always charge me a late fee. Also my bill is never correct. I have Called every month for the past 6 months and nothing gets refunded or fixed. The last guy I spike To, last month , was *******. He told me that they are supposed to keep records of when customers call with complaints but I have Nothing showing that I have Ever called. I feel Like they don’t process my payment til after due date to charge the late fee. I feel That they collect the late fees fraudulently. I have asked for a supervisor to call me back or speak to one multiple times but no one ever gets on the phone or calls me back. Customer service is terrible. I have Had a pending payment that no one can tell me who or when or why it’s not being processed. I’m very aggravated with this company but like most it is my only choice for internet where I live
Business Response
Date: 12/30/2024
After reviewing our records, Fastwyre Broadband verified that the customer consistently pays their
bill late, which is why they are assessed a late fee. The customer’s bill is due on or before the 20th of
each month; however, they pay their bill on the 1st of the following month – making the payment
late.
Business Response
Date: 12/30/2024
After reviewing our records, Fastwyre Broadband verified that the customer consistently pays their
bill late, which is why they are assessed a late fee. The customer’s bill is due on or before the 20th of
each month; however, they pay their bill on the 1st of the following month – making the payment
late.
Customer Answer
Date: 01/03/2025
I have my statements that show my bill has not been late. They can see that also. There hasn’t been anything getting done which is the same way I felt Every time I called them.
Customer Answer
Date: 01/03/2025
I have my statements that show my bill has not been late. They can see that also. There hasn’t been anything getting done which is the same way I felt Every time I called them.
Business Response
Date: 01/09/2025
Fastwyre Broadband is actively engaged and working with the customer to find the underlying
cause of this issue. We are currently reviewing each payment made to ensure they posted correctly
against the customer’s account. We remain dedicated to fully resolving this issue.
Business Response
Date: 01/09/2025
Fastwyre Broadband is actively engaged and working with the customer to find the underlying
cause of this issue. We are currently reviewing each payment made to ensure they posted correctly
against the customer’s account. We remain dedicated to fully resolving this issue.
Customer Answer
Date: 01/10/2025

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,

***** *****
Customer Answer
Date: 01/10/2025

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:11/21/2024
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 arranged to have Fastwyre internet installed in my house. Everything was fine until 9-10 weeks ago when we lost internet. It appears another company was digging and cut their wires. We have made at least 25 calls with technical support saying they will email higher ups and they will call us back. Very few call backs and still no internet. Fastwyre said they would be out Nov 19,2024 between 8-5. No one called or showed up. We called back that evening and were told they didn’t have enough wire and would finish today 20Nov2024. Again no show and no call. Called back this evening and same old same old we have heard 25 times. They will email and upgrade ticket to urgent. I’m sure we will not hear back from them again. Also for them to come out and FIX it the bill has to be paid and current. So we have paid for 9-10 weeks for internet we do not have. This is the worst business I have ever been involved with. They lie with impunity. I’m at the point of cancelling and going back to my old internet. It might not be as fast but at least it works They have also left some very expensive equipment behind and this has been told to them and nobody has been out to get it back. Poor excuse for a company
Business Response
Date: 12/17/2024
After reviewing the issue and the customer’s account, Fastwyre Broadband issued the customer $80.93 credit for October and $80.93 credit for November. These credits will appear on the customer’s January 2025 bill. We are hopeful that this resolves the customer's issue but remain available to further discuss if needed.
Initial Complaint
Date:11/15/2024
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.
This internet provider sent ****, a 3rd party salesman, to my house several times and this and I have him my phone number because I was open to discuss other providers, as I have AT&T internet. **** signed me up for installation services for Fastwyre internet without my permission. I called the company and told them to cancel the installation. Then July 1, 2024 an installer calls me with the company to let me know he will be coming to my house soon and I told him to cancel. I have now been receiving bills from Fastwyre for internet I DO NOT HAVE. I have never signed any documentation or agreed to any services from Fastwyre. How is it even possible for this company to illegally bill people for money. They don't even spell my name correctly on their bills. Their bills show "******* ********" and show an account number **********. Their bill shows I have an overdue balance of $215.28. I need this to be resolved before they try to illegally send personal information to the credit bureau for their fraud services.
Business Response
Date: 12/02/2024
After researching this issue, Fastwyre Broadband backdated the customer’s disconnect order,
zeroed out their account balance, and will ensure our company does not contact them again.
We are hopeful this resolves the customer’s issue but remain available to further discuss if needed.
Initial Complaint
Date:09/23/2024
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.
I just had internet/wifi installed and setup through Fastwyre on 09/18 and everything was working and going good till the very next morning we noticed it stopped working and was flashing red. I have made repeated calls to tech support for assistance/answers/resolution to this problem. I have called tech support at least 2-4 times A DAY! The people answering the calls for tech support are level one people and just take messages. After numerous calls, I have been told by a rep that my situation has been escalated to the highest level but yet I have not heard from anyone . I had already unplugged and replugged my router to no avail. They continue to say that a note is made on our account, and someone will contact us. We still have yet to receive, we have only had one day of service with them since getting service with Fastwyre.
Business Response
Date: 09/25/2024
Fastwyre Broadband reviewed the customer’s account and determined that the customer’s service was installed on September 18, 2024; however, the customer cancelled their service on September 23, 2024. With that in mind, Fastwyre will not be taking any additional steps to review or resolve the reported issue.
Initial Complaint
Date:08/26/2024
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 recently contacted Fastwyer to change my service as the bill was gotten to be very expensive.
What I found out is they have been charging me $91.95 for my internet service which is a 100Mbps plan which cost $29.99 a month,(see attached internet) which is a $61.96 over charge each month, in addition they were charging me $24.95 for phone service which is a $19.95 service for an over charge of $5 per month. Also they were charging for an email account which I do not have with them of $2.24 per month. This has been going on for almost two years. They have been over charging me approximately $67 a month for almost two years. I would like a refund for the amount I was overcharged. This really should be a class action law suite as I'm know there are many many other people that they are doing this to that carried over from ******* **************. So what I did was drop my phone service and change my internet plan to the 1 Gbps plan which is $49 and ten times faster that the plan they were charging me $91 for. And the cherry on top in my internet service is not working and my appointment for repair is two weeks from now, two weeks! I want my over payment back for the past two year and I want my internet service restored.
Business Response
Date: 09/03/2024
Fastwyre Broadband reviewed the customer issue and account and verified that they have been appropriately billed for the services they ordered. Customers are required to contact our company to request service changes as it is illegal to make changes to a customer’s account without their request and authorization. With that said, the customer recently requested that Fastwyre Broadband upgrade their service to 1G, which is in process now. We are hopeful this resolves the issue but remain available to further discuss if needed. Thank you
Initial Complaint
Date:08/22/2024
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.
My main issue is the lack of after hours support. I will explain why. I never received the special password through my email to speak with customer support on the phone. It was my understanding that my bill was due on the 22nd and I was wrong. The bill fell on the 20th and they shut down my service on the 21st right before main business close. I had enough time to call and be told I needed a password just to speak with customer service and I should have received it in my email. By the time I looked and searched through the email, they put me on a very long hold then told me they were closed, call back tomorrow. Now we have no internet, no phone, no tv, and no way to do work after the kids go to sleep. I will lose a lot of progress tonight due to this severe lack of support! How small is Fastwyre? Where is the 24 hour support? Why won't they have an operator to take my credit card so I can pay them some money? I was really talking up this service and I know a few people who switched because I suggested it. I will contact them and tell them to beware. I don't want to switch services this soon but I can't afford downtime. Sometimes life and work get so busy and the date slips my mind. I need a service I can rely on when this happens. What are you going to do to keep my business and alleviate my concerns so I don't try doubly hard to persuade my peers to switch? Yes I am angry but I like to be fair.
Bureau Response
Date: 08/22/2024
After reviewing the customer’s issue and account, Fastwyre Broadband determined that the customer was impacted by a transport provider outage on August 21, 2024 at approximately 6:45 p.m. This event impacted in and outbound calls to Fastwyre’s call center in our company’s Louisiana footprint. The outage was resolved by approximately 8:45 p.m. that evening.
Additionally, Fastwyre verified that the customer does not have active or past trouble tickets with our company. Further, the customer’s service is currently active and the ******* ******* ******** (ONT) is online with 10 devices connected, getting speeds of 1056/952.
If the customer is interested, they can access an online portal to make payments at ********************************
Initial Complaint
Date:07/09/2024
Type:Customer Service 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 without service for a month now. Multiple technicians sent out and tell me something different each time and that another department has to resolve the problem. Still no service restored. After 3 weeks a upper level tech found an issue with a pedestal down the road which restored service but because I opted for a speed upgrade he came back to my house and changed the equipment on the side of the house but did not install the accompanying equipment inside the house saying that a different tech would do so. This left me again without service. I had an appointment for the 4th but the tech didn't show. I went to my local office the next day and was assured that a tech would be at my house that day. Nobody showed. Called again and was given another appointment for the 8th and still nn show. I again went to my local office and while there 4 other people came in complaining about tech no shows and not having service. One lady has been without service for 3 months. I was told that I would receive a call from a supervisor between 5 and 8 pm and yet again nothing.
This company is very disorganized and apathetic towards the customers that keep them in business.
Business Response
Date: 07/09/2024
Dear BBB,
Fastwyre Broadband dispatched a technician to the customer's premises and resolved the issue while onsite. Additionally, a Customer Service Representative contacted the customer to verify that their service is currently working as designed and provided them with a $179.98 credit. We are hopeful this resolves the customer's issue but remain available to further discuss if needed.

Thank you,
***** *******
Customer Answer
Date: 07/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21959708, and find that this resolution is satisfactory to me.
Initial Complaint
Date:06/20/2024
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.
On Friday 6/14/2024, Fastwyre had a tech scheduled from 8AM to 11AM to come out and check our internet connection. The tech did not show up till around 1PM. We had internet service before he came, but it was going in and out. He checked the service box outside the house, replacing a piece inside the box. He then replaced the modem inside the house, at which point we no longer had service. Another service tech arrives because "he just happened to be in the area". They go outside to check the line and comeback a few minutes later to tell us somebody cut the service line and we needed a construction crew and they rushed out. We have called customer service many times and have been told the same thing everytime, they are taking notes but there is no update. I spoke to a customer service supervisor on Monday 6/17/24, and she stated that she would be on it and having a crew come. I have had no response from anybody and we are being charged for a service we are not receiving. Once again we had internet service before this tech came to our residence only for him to say someone cut the line and now we don't have it. I just want them to do their job and to receive the services that I am paying for.
Business Response
Date: 07/10/2024
Dear BBB, Fastwyre Broadband dispatched a technician to the customer’s premises. While on-site, the technician repaired the cut facility and verified service is working per design. Our Customer Service team attempted to reach the customer on July 8th to verify the issue was resolved; however, they were unable to reach the customer and left a voicemail. The customer has been credited $52.63 for the time their internet was down. We are hopeful this resolves the customer's concern but remain available to further discuss if needed. Thank you, *****
Initial Complaint
Date:06/10/2024
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.
8 months ago we requested upgraded internet speed. Since that time Fastwyre has charged us for 2 internet services (upgraded and original speed) and delivered only the original slower speed. We have called multiple times and they have not resolved it yet. We continue to pay for 2 services and cannot get resolution.
Business Response
Date: 06/19/2024
Fastwyre Broadband reviewed and corrected the customer’s account to address the reported issue;
as well as contacted the customer to discuss the resolution of the issue.
We are hopeful this resolves the customer’s concern but remain available to discuss if need.

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Fastwyre Broadband is NOT a BBB Accredited Business.