Complaints

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:04/20/2025

  Type:Customer Service Issues
  Status:

  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.

  Point Broadband took over Vergennes Broadband some years back. We understand there is development of the business and technology however out internet is continuing to go out multiple times a week with no explanation or communication at all. The entire area is complaining so much so that there is a ******** page with the name of internet outages! Point BroadbandIs there a way for you to help all of us get the company to understand that the lack of communication about why we loose internet so regularly is a poor business model? If they have sub par product then they should adjust our prices accordingly.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  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 am filing a complaint against Point Broadband, the only internet provider at my address. I work from home and rely on high-speed internet for communication and business. Without it, I also have no reliable cell service, making these issues critical.Ongoing Issues:Unreliable Speeds I pay for 300Mbps up/down, but speeds frequently drop to 1Mbps or less, making basic tasks like calls, emails, and video conferencing impossible. These slowdowns occur every few weeks and last 1-3 days or more.Random ******************** drops entirely for hours to days, leaving me with no way to contact clients or conduct business.Failure to Address Issues I often have to drive ***** minutes just to report problems. Support says they cant find anything wrong and schedules technician visits. Despite multiple visits and full equipment replacements, the issues persist. My tickets get escalated, yet I never receive updates.Lack of *************************** wait times exceed 40 minutes, and the callback system rarely works. Technicians promise to call back but never do. Scheduled follow-ups never happen, and escalated tickets seem to disappear.Loss of **************** Frequent disconnections have caused me to lose business, appear unprofessional, and miss appointments.Excuses About Upgrades On 3/28/25, my speeds dropped again. When I called, they couldnt investigate or schedule a technician. 3/31/25 I was told the issue was due to upgrades that could take months to complete.Summary Despite paying for high-speed internet, Point Broadbands service is consistently unreliable. Their failure to fix these ongoing issues, combined with poor customer support and lack of accountability, has directly impacted my ability to work and earn a living. Their disregard for customer concerns is unacceptable, and I am seeking resolution.

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  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 had my bank turn off my card in November and so I dealt with a late fee for that. Whatever.The next month they charge the same and of course denied again.January somehow everything is smooth. Not sure how payment went through Then this month they cancel my autopayment the day my bill is due and want to charge me their predatory late fees again.Sure mistakes happen and maybe I screwed up their online bill pay (3 times in 4 months after being a customer for 3 years)This is all on top of the insane packet loss I dealt with for 2 years that:Kicked my wife out of her online class zoom sessions.Kicked me out of my online exams every 10 minutes.Didn't allow anyone in the house to do any online gaming.The convinced me my router was the problem so I spent my money on that to fix nothing.

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  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.

  Point Broadband is over saturating their network with users making it nearly impossible from them to provide a stable internet experience. Point Broadband (as an internet service provider) has been consistently changing their network setup, which is very common for an ISP, however many of these changes are causing problems for customers. I have watched my internet speeds get worse and worse over the last two years. Over the last 4 months things have started to get bad enough that I have a speed tracker running 24/7, I've filed with the *** (which has been ignored) and now I'm hopeful to get some progress on this issue by working with the BBB. I have reached out to point many times, and there has yet to be a time where they have reached out to me in order to work with me to resolve this ******** the time of writing this I have more than 300 speed tests. The average speed for my internet is roughly 110m download and 100m upload. I pay for 1000m speeds. I am not alone in this issue as I and many others have been communicating the troubles were experiencing through ********* Anyone should be able to see the ************** as proof as well: **************************************************************** is over saturating their network with users making it nearly impossible from them to provide a stable internet experience.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  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.

  On going issues with service provider Point Broadband during nightly prime time hours of 7-10pm. Every night during this time period the internet speeds slow down to practically unusable speed. I have fiber to the home paying for 1 gig down and up. Like clockwork every night between 7-10pm the internet comes to a crawl and then magically around 10pm the internet starts to return to normal. This is a widespread issues occurring across the state of ******** as reported from the ******** group site Internet Outages! by Point Broadband Michigan Customers. internet speeds drop into the single digit Mbps and even seen worst case Kbps. Usually ping times jump to *******ms when the normal average is under 5ms.I call in every night to report the issue and am told they have made a ticket and or they are working an active outage. Its the same every night. There is always a automated message stating Michigan is experiences a known outage. I have dealt with multiple Level 2 support techs, some seem knowledgeable and other seem to just want to get off the phone and ask me to do their troubleshooting for the company by running speed test and trace routes.I work for another large ISP (unfortunately not available where I live) and I know what I am talking about when I say their network capacity or utilization is maxed out during these hours. They refuse to acknowledge this issue and has been on going for at least the last month, every single night. This needs to change and they need to fix their network capacity. Issue seems to be affecting their greater Michigan footprint.I have filed a consumer complaint case against PB with the ***, ticket *******, twice now that I have gotten a reply to saying that PB has provided a response to the *** and I should receive a written copy of their response within 10 business days. To date I have received no response and the service issues continue.

• Initial Complaint

  Date:11/16/2024

  Type:Order Issues
  Status:

  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.

  Signed up for 36 months price locked internet. After 12 months they started charging an extra 30 per month. I was originally told the price increase was due to late fees. After making sure my payments were on time since and was still being charged more than agreed price. They have told me I did not sign up for a price locked deal and that I was wrong.

• Initial Complaint

  Date:11/11/2024

  Type:Order 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 am not reliable for the debt with Receivable **** group. I do not have a contract with ****************** consultan. They did not provide me with the original contract as requested.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  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.

  11/16/23 to 7/25/24 had very little to no signal. Called 1/22/24 re: status of repair while paying full price of $54.95/mo. Called 6/6/24 on status. Old equipment not compatible. Was told new ******************* to tower coming. Discount of $15/mo x 3 for no signal. 7/17/24 Called (no name given) admitted to be serviceman. Made decision to not come 1 1/2 mile for 1 customer who was a longtime customer. Was told to find another provider. Serviceman very rude. 7/22/24 stopped autopay for no service. 7/25/24 email received charging $30 for return fee on next invoice. 7/26/24 new provider installed & hooked up.

• Initial Complaint

  Date:09/26/2023

  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 started an order for internet service with Point Broadband on 7-16-2023. There was some issues with a previous customer that held up my order being installed until 8-23-2023. When I ordered internet service at my house on 7-16-2023 I was quoted the price of $35.95 per month with a $5 auto pay opt out fee. I had my service installed and got a bill stating my monthly bill was $69.00. On 8-28-2023 I requested my service be transferred to my new address. I was without service from 8-29-2023 thru 9-8-2023. I requested that my service be prorated for that time period, which the company agreed to take 11 days off my bill. So Point Broadband informed me on 9-25-2023 that my new bill owed was $43.70 after they prorated $25.30 off for the 11 days. On 9-25-2023 I also brought up to them the issues of being overcharged for my monthly bill. They ignored my complaint. My bill should have never been $69.00 to start with. It should have only been $44.95 a month. At which point the prorated amount for the 11 days should have taken $16.48 off my monthly bill of $44.95 leaving me $28.47 owed. Not the amount of $43.70 they still claimed I owed on 9-25-2023. Its not right that Point Broadband is using a bait and switch approach to getting new customers. I was offered internet at $44.95 a month not $69.00 a month.

  Business Response

  Date: 10/17/2023

  We appreciate your feedback. We verified the order note from 8/17/2023 that the customer was sold on the Performance plus plan with the promo rate of $39.95 for year 1, $59.95 for year 2 and $70.95 for year 3. Instead, the order was placed on universal rates for $69. Per sample bill for October, it does reflect the plan was corrected and prorated. We have applied a real time credit for move of service from 8/29-9/9 totaling to $25.30. Upon further review, customer is still due credit for August and September from the difference in price plans which totals to $58.10. There was also a $15 late fee that was automatically applied which has been waived. The balance left totals to $54.60 due 10/13/2023. Please let us know if we can be of any further assistance and we appreciate you being a Point Broadband customer. 

• Initial Complaint

  Date:09/06/2023

  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.

  On 8/22/23 I attempted to pay my bill online in the amount of ******. I attempted this 5 times and got an error code. So I pulled up the bill pay text reminder and it had a different amount due of ******. I attempted to pay that amount and also received a server error code. The next day my bank account had five ****** payments and one ****** withdrawn from my account. I called ********************** on 8/23/23 about this at ************ and after 48 minutes on hold and transfers to 4 different people, I was assured all but one of the payments would be refunded to my account. I called the same number again on 8/25/23 and again waited on hold for over 40 minutes to speak with the right person. She assured me it had been refunded. I did get a refund deposit to my account in the amount of ****** on 9/1. Today, 9/6 I called again and spoke with a gentleman who said he would have to look into it and call me back. He never did. My online account shows a credit on my broadband acct of ******. There is no one who can account for the additional money they owe me and no one has responded to my pleas for assistance. This has caused several issues for me and I even ******** my bank account and hours out of my work day waiting on hold for help.

  Business Response

  Date: 09/21/2023

  Customer contacted ******************** about the issue of the extra payments by email.  We requested additional information from the customer which she provided in order to locate the payments in question.  Customer was responded to by email with the email chain from the original request to inform her that 3 payments out of 4 were put in the refund process already and that the 4th one was going into the refund process that day.  The refund process will only allow 1 refund per day. The customer confirmed with a **************** Rep that was in contact with her that she actually wanted the 5-payment refunded as well.  Customer was provided ALL refund confirmation transactions for her records and her account was noted with all confirmation from the refunds.  No further contact has been made from the customer since the refund process. We apologize for any inconvenience and appreciate your business.