Complaints

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• Initial Complaint

  Date:01/02/2023

  Type:Sales and Advertising 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.

  Continual connection and speed issues. Bloosurf is not providing advertised reliable connection speeds. Down and or intermittent connection issues constantly. Tech has visited several times, replaced router, sent to move router by office which was never done. Speed test have been run at router. Techs at office typically divert causes, yet sometimes admit to tower and equipment issues. No resolve and current customer support has made some misleading/false statements about the issues. At one point the costs was reduced because of the known service issues, price has been raised to full price yet service is not a consistent speed as advertised and not reliable as advertised.

  Business Response

  Date: 02/17/2023

  The consumer, ****** **********, is a current customer of
  Bloosurf.  He is on a fixed-point
  wireless LTE plan broadcasting from our tower site at the University of
  Maryland Eastern Shore, approximately 5.4 miles away.   The service profile he pays for is up to
  15Mbps download, and up to 2Mbps Upload for $70 per month.
  As I am writing this message, I have just performed a speed
  test on his connection, which measured 13.2Mbps download, and 2.6Mbps Upload. 
  We have received numerous complaints from Mr. **********,
  which has resulted in numerous on site service calls to his home at no charge.  Since January 1st, he has opened
  47 service tickets, which is more than 1 per day. 
  Unfortunately, we are not able to offer higher speeds to Mr.
  ********** service because of several factors which include (but are not
  limited to) his distance from the broadcast tower site, and his line of sight
  over the 5.4 miles distance to the tower.
  We trust that this information will assist you in closing
  this complaint.  Additionally, Mr.
  ********** is no longer under contract with Bloosurf and is on a “month to
  month” basis with Bloosurf.  While is it
  not our desire to lose Mr. ********** as a customer, he is free to cancel his
  service at any time, for no penalty, if he is unhappy with the service or the
  pricing.

  Customer Answer

  Date: 02/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As in the response by Bloosurf they continue to "mislead" the consumers and myself about the reliability and speeds. Most likely when they checked the speed it was up to standards. Some of the time it does work as advertised, but as indicated in the response by BlooSurf the system has connection issues daily and typically multiple times per day. These issues are typically resolved somewhat quickly during business hours. But as was the case the past two weekends if the system has issues on the weekend it is not always addressed. I was on a less expensive plan because they knew of the issues with the UMES tower. The rate increased when they supposedly resolved the known issues with the tower. Although slightly less frequent they still have significant issues with this tower and connection. I can see the tower lights from my front yard. Yes they have sent a technician too the house a couple of times, first to replace the router saying that was what the problems where related to, did not correct. 2nd time to move the router, which they installed in my attic for some reason originally, because that was "the problem", but technician confirmed this was not the issue and did not move the router. The answer typically from Bloosurf is to go in attic and unplug the antenna and router for 10 minutes. Sometimes this works but a lot of times it does not and is very inconvenient. Miraculously when the "engineers" reset the tower it starts to work again. Problem is they won't do that on the weekend or afterhours.

  Speed test: Sunday 1:05 pm .82 Mbps down 2.78 Mbps up, Sunday 1:24 pm  .14Mbps down 4.47Mbps  up, Monday 9:12 am 5.02 Mbps down .04 Mbps up, Monday 10:10am 14.5 Mbps down .06 Mbps up, Monday 8:38 pm 4.05 Mbps down .19 Mbps up. In addition to these slow speeds the system had no connection whatsoever on several occasions. This is a daily occurrence.
  
  
  
  Sincerely,
  
  
  
  ***** **********