Internet Services
American Broadband & TelecommunicationsThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Internet Services.
Complaints
Customer Complaints Summary
- 33 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/19/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
They carry our home phone and it has been out more than it is working. ******* actually comes to repair the line when they do. When you call them they keep kicking me to an answering machine and hanging up. This has been going on for years. I live in a dead zone so I have to get in my vehicle and leave the home to call out on a cell phone! Hence the reason for having a land line! I have had numerous problems and reported ******* when they had our land line! This is crazy. I live in a rural area and need my phone due to my husbands health!!!!! If I need to call 911 am i supposed to get in my truck and leave the property to call them!Initial Complaint
Date:01/05/2024
Type:Customer Service IssuesStatus: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.
My wife (*******************************) and I have had telephone service with American Broadband Telecommunications (ABD) for 15+years. We have never paid our monthly bill late. When we speak to someone on the phone it is difficult for them to hear us and for us to hear them. Additionally, it is common for people to tell us our connection sounds tinny or echoic. We made the decision to discontinue service with ABD and finally get cell phones. Since we are 90 and 88 years old and this is our first cell phone it has been quite an adjustment. We have contacted ABD several times to discontinue service using the customer service number provided on our monthly bill, **************. When we contact them there is inevitably a lengthy delay. When we are eventually connected with someone we are told the situation will be escalated and expect a call back within two weeks. This has happened several times but our phone service with ABD has not been disconnected. In the interim we are still being billed for services we do not want. I do not have an email account so I included my daughters email address for communication purposes. You may contact her (*******************************) through email or contact me by cell through the number included in my complaint. Additionally, ABD customer service representatives are difficult to understand because of their accents and also quite rude. On my last call to them made yesterday (12/4/24) I spoke with a man named "***" who stated he was a supervisor. After being told yet again my complaint will be escalated and expect a call back I told him, "***, I am the customer. Listen to me please." His response was "So what."Business Response
Date: 01/11/2024
This account was closed out and billed back to the date of request. A refund check will be sent out to the customer in the amount of $27.56.Customer Answer
Date: 01/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
Date:12/20/2023
Type:Service or Repair IssuesStatus: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 need the porting pin number for another service to port my phone number from American Broadband and telecommunications. And speak to someone that speaks English I can understandBusiness Response
Date: 01/03/2024
We are sorry that the customer is unsatisfied with our call center. We have some local representatives but have to use a call center to cover the call volume overflow.
There is nothing required from us to port out their number.
The customer just needs to supply the new carrier with their telephone number to be ported and address information. We do not utilize pin codes or use account locks.
Most customers are resold service from Frontier or AT&T so the new carrier will be submitting their request to either of them to port the number in.
Business Response
Date: 01/11/2024
We do not utilize PIN codes for porting. All the customer needs is their telephone number and service address to port away.
We do not have port freezes on accounts either.
Initial Complaint
Date:12/12/2023
Type:Sales and Advertising IssuesStatus: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 mother is elderly, has recently had her leg amputated, lives alone and has a life alert. Has no neighbors that she can see. Her phone is out on a weekly basis, and stays out of several days. She has no way to use her life alert or to get help if she needed it! She pays her bill timely, her service should be reliable and timely!Business Response
Date: 01/11/2024
This complaint is missing information about the customer. The information provided does not correspond with any customers in our database.Initial Complaint
Date:11/10/2023
Type:Billing IssuesStatus:UnansweredMore 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.
Complaint taken over phone by BBB representative BA The phone number associated with this account is ************. Consumer has had service for at least 5 years. Every month, for the last 6 months, consumer mails payment seven days before the due date. Consumer has verification from the bank that the payment is posted before the due date. Every month the consumer is charged a late fee of $15 and a reconnection fee of $15.00. She has contacted the business about this and was told that this is not their problem.Initial Complaint
Date:08/17/2023
Type:Sales and Advertising IssuesStatus:UnansweredMore 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.
Our company has used American Broadband & Telecommunications for our business phone services for quite sometime. We recently moved our business and cancelled our services with the company. We had a credit of $51.98 on our final bill. We have made several attempts to speak with someone regarding a refund of the credit amount. We call, no one answers and so we are directed to leave a message. We have left 6 messages for this company with no response at all. The lack of communication on their behalf is unacceptable. Even a phone call to confirm that they have received our messages would be something but there is zero response.Initial Complaint
Date:08/01/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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'm filing this complaint on behalf of my father (*************************). He has been with this company for many years and after a rainstorm or when the ground thaws he has issues with his phone going out. Recently, there was a thunderstorm on 7/26/2023. His phone line went out after the storm. My brother called the company on 7/28/2023 and spoke with an individual and said they would get someone out as soon as they could. As of today, 8/1/2023 he still doesn't have a phone. My father is 92 years of age and relies on his Lifeline that is affiliated with his phone line as well as his security system. Today I spent fifty minutes trying to make contact with an individual. I called their main number which was an automated system that after being on for over 10 minutes it said "if this is an emergency to contact their emergency number". I left a message stating who I was and why I was calling. I then called the number the automated system stated was for emergencies and after 10 minutes I received the same message as before which was the emergency number I called. Again, I left a message on that line. I then decided to try another option "other issues" on their automated system, after 10 minutes it gave me the same response as before. So, I left another message. I decide to try my luck with another option "for new service", still the same response after 10 minutes. Again, with much disappointment, I left another message. I just want the telephone line working so he has communication with the outside world especially if he has an emergency. I would love it if they could just fix his phone so it doesn't go out every time it rains or the wind blows. He pays for a service that seems like it only works half the time. It's extremely frustrating and we would just like some answers. This just adds more stress to our family when he doesn't have a safety net to fall back on.Initial Complaint
Date:07/24/2023
Type:Delivery IssuesStatus:UnansweredMore 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 mother's landline has been out of commission since early July. My brother reported it, and I called to report it on July 10, 12, 17, 18, 20. I was told someone would call me, but never received a call. I requested my mother's service with American Broadband be terminated, since no help was being received. My mother is elderly, has a lifeline that doesn't function without a landline, and is nearly blind due to aggressive glaucoma. We have an alternate company coming to hook up service today, but American Broadband is not cooperating. We need communication from them in order to get the new landline company hooked up. This has become an urgent issue for our family. Thank you!Initial Complaint
Date:07/24/2023
Type:Customer Service IssuesStatus:UnansweredMore 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.
As a business, we have to have our phone service up and running. Last Friday, July 21, 2023, I have been calling American Broadband several times a day with absolutely no call back or support to troubleshoot our phone issues. This is poor customer service and our bill is paid on time every single month, however, we cannot get any assistance from customer service or technical support.Initial Complaint
Date:06/28/2023
Type:Billing IssuesStatus:UnansweredMore 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 called for over 10 days and have left numerous messages. You never get a person or a call back. You can only leave a message. The bill I received states that I did not pay last months bill, however it is an automatic payment that is set up and when I look at my bank statement as well as their online bill and payment system you can see where it have been paid.
American Broadband & Telecommunications 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.