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Business Profile

Internet Services

Skypacket Networks, Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:09/23/2022

    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.
    Our internet was shut off without notification via email, mail or phone call. In fact when wife called they had a complete wrong telephone number. Again email or mail in a statement would have worked as well. My wife missed work yesterday as well as today due to it being turned off. Roughly $250 and counting in lost wages. I am currently awaiting surgery and due to internet off my wifi calling is disabled and cell phones do not work due to signal strength from the tower. Nor can I get emails and respond. As a 100% disabled combat veteran I rely on the internet for my care. A reckless shutoff has caused undue hardships. Requesting that the lost wages be credited to our account for horrible customer service and lack of notification prior to shut off. If not we will seek legal action for lost wages, and distress for not being able to speak to doctor prior to abrupt disconnect without notice.

    Business Response

    Date: 11/02/2022

    Business Response /* (1000, 8, 2022/10/13) */ ***Document Attached*** Skypacket Networks is an Wireless Internet Service Provider. Robert ******** had service installed on 5/11/21. He did not pay anything at all for his service when it was installed. Mr. Mitchell continued to have free service and contacted us about a service issue on 10/8/21, I supplied a copy of that email. This shows that he was using the service. I also attached an internal email discussing people that were not currently paying for service, and you will see Robert ********'s name on that email. On July 1, 2022, we started reaching out to the customer explaining that if they wanted to keep service with us they had to start paying for it. I attached a screenshot of that spreadsheet labeled Robert.******** Mckean. is missing. It took several tries to get ahold of him, but when we finally did he said he was unhappy with the service and wasn't sure if he wanted to keep it. We gave him a deadline of September 1st to get back to us with a contract and to pay for the service, or we would turn it off. On August 16th we left him another voicemail explaining the deadline of September 1st to submit the contract back to us and to pay for service if he wanted to become a customer. We reached out to him a few more times with no response and finally on September 22, 2022, his service was turned off. Keep in mind at this timeframe he has received Internet service from 5/11/21 until 9/22/22 without paying anything at all. On September 23, 2022, he called in saying his Internet was turned off and because of that his wife lost $250 because she couldn't work from home. On the morning of 9/23/22, two different employees explained to Robert ******** we would turn his service back on if he paid for service. He used obscenities when speaking to them and refused to pay for service. I Jason Wigfield then spoke to him and explained that this is a business, and if he wants Internet service from us he needs to pay for it. At first, he said he wouldn't pay for it, and instead we should pay him $250 since his wife missed a work opportunity earlier in the day. I again explained that the Internet service we provide is not free and if he wants his service restored he needs to pay for it and submit a contract to us. About 20 minutes later he agreed to pay for service and paid $79. His service was restored within minutes, and he was given a deadline to submit a contract to submit his contract to us by midnight. He submitted the contract to us at 12:19 AM. To summarize, he had free service for around 15 months. We kept telling him he had to pay for service if he wanted to keep it and gave him a deadline. The deadline passed, so we turned off his service. Instead of him paying for service he demanded we give him $250 and at this point, he never gave us any money at all. We obviously did not give him any money, and he ended up paying for service, and we turned it back on. His wife called in today to see if they were set up on autopay and if not to get set up on autopay.

Skypacket Networks, Inc is NOT a BBB Accredited Business.

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