We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Communications

Fastwyre Broadband

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Communications.

Complaints

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

Find a Location

Fastwyre Broadband has 2 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.

    Please enter a valid location.

    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 8 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 have been customers for over 20 years, beginning when the company was ******* Communications. However, the service change since FastWyre purchased this company has been so negative that it impairs our daily lives. My son is a full-time college student who cannot complete assignments at home, and my wife is a teacher with high school and college responsibilities and cannot assist her students.

      As of today, I have been without internet service for 17 days. I have made repeated calls to tech support for assistance with this problem, but we have yet to see a technician to fix it. Everyone apologizes and says returning our service is a priority. They've even said that we were escalated to a high priority for restoration. However, priority has not meant any attention has been given to actually fixing the service issues.

      When it was *******, service calls were addressed within 48 hours by local technicians who fixed the problems when they left your house. We can't get any answers except that they are working to resolve the issue. This isn't an "area down" issue. This is a single household issue. They continue to say that a note is made on our account, and someone will contact us. We have yet to receive, in 17 days, a single contact that we did not instigate.

      Sadly, the instance isn't the first time we've had issues with them. This is 2nd issue in less than three months. A contract technician came to fix the problem; however, we still didn't have service. He said he could fix everything except one thing that the actual company employees had to come to fix. In the last instance, we were without phone service for three weeks and internet for
      ten days.

      This pattern of apparent incompetence and lack of business acumen should be addressed. Because of our rural location, there is a monopoly on broadband internet, so our options are limited in what we can receive as a service. For many reasons, we need help to compel them to actually fix their company's issues.

      Business Response

      Date: 05/31/2024

      Dear BBB,
      Fastwyre Broadband reviewed its records and verified that the customer cancelled their service on
      May 3, 2024. Fastwyre has applied a credit to the customer’s account for time without service.
      Thank you,

    • Initial Complaint

      Date:04/01/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 October 25th 2023, I contacted fastwyre and let them know that the cables they ran to my house 3 weeks prior were not buried like they were supposed to be and in result they were chewed by rodents because they were just running through the grass. I was told they would be sending someone out to fix the situation but it would be a while because they were booked out. I assumed that the lack of service would put the status of my account on hold. It did not. No one has come to fix it and it has now been 5 months and fastwyre is trying to charge me $400 worth of services that were never rendered. I had been in contact with ***** who has given me the run around, wouldn’t provide me with case number and would promise to call back. I haven’t heard from her in 2 weeks and each time I have called in I have waited on hold for 45+ minutes to be talked to. This service is more than unacceptable. They are aware that they monopolize the small town I live in with internet services and are using it to their advantage. I have seen multiple or customers with the same exact complaint in my town alone. I want my account to be credit back to 0 and a tech to come out and fix their original mistake asap.

      Business Response

      Date: 04/05/2024

      Dear BBB,

      A Fastwyre Broadband technician was dispatched to the customer's premises today and while on site, completed the required work to bury the drop to the customer's home. Please let us know if you need any additional information.

      Thank you,

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

      Customer Answer

      Date: 04/09/2024



      Complaint: 21509558



      I am rejecting this response because I have made 9 phone calls to get the account reactivated and service connected. I still do not have WiFi signal to my house, and have been told multiple times by different people they were either connecting it or sending a message to someone who could expedite the connection and 5 days later there is still no connection. 


    • Initial Complaint

      Date:02/27/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 internet/wireless service for almost three weeks. My provider is Fastwyre. I have made repeated calls to tech support for assistance/answers/resolution to this problem. I have called tech support at least eight times within the last two weeks.. 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 other than the tech support guy who came out to check on my problem two weeks ago. I had already unplugged and replugged my router to no avail. I also checked the Cyber battery located in my attic and all of the correct lights were on indicating batteries were fine. The tech support gentleman who came out two weeks ago looked around the outside of my house and then told me he was going to go down the road to check on something. I have not heard or seen him or anyone since.

      I am 74 years old and am a widow. Because I depend on my exterior cameras for my safety, it is of utmost importance that my WiFi work so I can monitor any outside activity. The call operators have been informed of this fact but there still has been no attempt to resolve my issue. I have checked with neighbors down the street to see if they too are having issues. They are not and have not had any interruption in service.

      My safety and well being is based on a dependable internet system, and FastWyre has not shown me any responsibility on their part for keeping their system working. The least they could do would be to be in constant contact with the customer if a problem shows up.

    • Initial Complaint

      Date:02/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Starting in October 2023 Phone does not work over half the time. Someone has to call in before it starts working. Now it doesn't work at all. They say  they cant work on it because we have outside dogs. We bring the dogs in the house. they still don't come. We stay at home and wait, still no show. Have to ride a bike to use a phone. 

      Business Response

      Date: 02/14/2024

      Fastwyre Broadband dispatched a Technician to the customer’s premises on February 12, 2024 and
      while on-site, verified that service up to the customer’s house was working. Due to safety concerns,
      including an unsecured dog and other unsafe conditions in the home, the Technician did not go
      inside the customer’s home.

    • Initial Complaint

      Date:01/08/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Cancelled service s in August of 2023 and I have a refund of $63.60 due to me. Which I have yet to received. Contacted numerous times only to get the run around. All I want is my refund that is owed to me.

      Business Response

      Date: 01/23/2024

      Fastwyre Broadband (“Fastwyre”) reviewed its records and verified that a refund check was sent to the customer on November 11, 2023; however, it was never cashed. As a result, Fastwyre stopped payment on that check and has reissued a new one to the customer today. Fastwyre believes this will resolve the customers issue but are available for additional discussion if needed. Thank you, ***** ***** ******* SVP Regulatory Affairs ? Fastwyre Broadband Office: (720)370-2070

    • Initial Complaint

      Date:07/26/2023

      Type:Product Issues
      Status:
      Answered
      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 changed service from this company, they owe me a refund of$126.65. I tried getting this refund since December 1st of 2023. I went to thier office in moss bluff la. 4 times and still have not gotten the money owed to me

      Business Response

      Date: 08/15/2023

      Fastwyre's records show that the customer's refund of $126.65 was processed on July 31, 2023. Please let us know if additional information is needed. Thank you!

    • Initial Complaint

      Date:07/24/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Fastwyre is constantly changing their billing date. I have never missed a payment. Went to the bank and got 2 years of proof that I have never been late. I always pay on the 1st of the month. Due date was the 5th , then the 21st, and now it is the 15th. If I paid at the beginning of the month, why do I have to pay again . They are charging me late fees.

      Business Response

      Date: 08/15/2023

      Fastwyre's records show that the customer is consistently a month behind schedule in their payments. We are happy to work with the customer to remedy this issue so that late fees will not be charged. 

      Customer Answer

      Date: 08/20/2023



      I am rejecting this response because: I need the month that I did not pay the bill. If I can not find the payment in my bank statements that you say I did not pay, then I will pay it. 

    • Initial Complaint

      Date:06/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 has gone down for 2 entire consecutive weekends, the last of which it was down for 4 whole days. Every time I called their support, I was told their was nothing they could do as they don't send anyone out in person over the weekend. They also apparently don't know the hours of their network support and have no way of contacting their in-person technicians or seeing their queue. I don't know how this company communicates if they have such little info on their other departments. So far my experience with FastWyre has been comedic at best. When I first called, I connected with one of their remote user support techs who told me my account was shut off due to non payment, which I tried explaining was impossible as I have an auto pay set up, but she sent me to billing anyway, ignoring my words. The billing person then told me there is nothing on my account indicating non payment. So aside from blatantly lying to get out of work, their promise of 24/support is a complete lie and if you are out of service on a weekend, no matter the importance or priority, you will have no service for the whole weekend and even a little into the next week, as I didn't see a tech in person until Tuesday, and he didn't even call before showing up.

      Business Response

      Date: 06/14/2023

      After reviewing the customer’s account, Fastwyre Broadband (“Fastwyre”) determined that the
      customer contacted us regarding the issue on the afternoon of Friday, June 2nd. Following this
      contact, Fastwyre began investigating the issue and ultimately assigned a Technician to be
      dispatched on June 6th. After the Technician arrived at the customer’s premises, they replace the
      customer’s optical network terminal and power supply.

      On June 13th, Fastwyre contacted the customer and verified that their service was working well.
      While Fastwyre believes these actions resolve the customer's concern, we remain available to
      answer questions or further discuss if needed.

      Thank you,

      SVP Regulatory Affairs ? Fastwyre Broadband

    • Initial Complaint

      Date:01/19/2023

      Type:Billing Issues
      Status:
      Resolved
      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 May 12, 2022 We stopped service with Cameron Communications and brought back the equipment cable box to the main office. We had a credit balance or refund of $195.14. They said I had to wait 3 cycles in billing before I would get my refund would not tell me why. Sept I was suppose to get my $195.14 as of this date going on 8 months I have not received what they owe me. They even want to charge for the bill they send $5. I would appreciate my $195.14 immediately. When you call but its always is in another department, out of their hands, etc. excuses all the time. I would not recommend them at all.

      Business Response

      Date: 01/31/2023

      Good afternoon,

      After researching this account. The refund in the amount of $195.14 was processed on 1/28/23 and will go out in the check run on Friday 2/3/23.

      Thank you.

       

    • Initial Complaint

      Date:01/10/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Cameron Communications (now Fastwyre Broadband) has some highly irregular billing practices or charges for their services. Last summer we asked them to take us off of their premium TV package and it took 4 months to resolve issues with my bill. Our bill for basic TV, what is supposed to be high speed internet and phone was $142/ month once they finally did resolve the issue with our bill. Last month I called them to see what I could do to lower our services and cost and now this month our new bill jumped from $142 to $331/ month. When I spoke to a representative they said someone changed our programming to their Extreme package last month which I never did. Even at $142/ month for 12 basic TV channels, internet with advertised speeds of 100 Mbps and a phone service we don't need or use, this is high.

      Business Response

      Date: 02/02/2023

      The phone is regulated so customer has to have a phone to get services.

      The billing is incorrect. We are fixing issue and will contact Mr. ******* with the corrections.

       

       

    Fastwyre Broadband is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.