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:08/16/2023

  Type:Service or Repair Issues
  Status:

  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.

  For the last two months, our home ***** internet has been going out numerous times per hour. We are unable to watch television, unable to use our phones, etc. I have sent repeated emails and called numerous times to resolve the issue. I have asked to be bumped up to the next highest package and still have not received a response. I searched and see many others have been having the same issues with this company. We are all paying for the unusable internet and they are also a part of the *** program, so also the government is paying for unusable ***** services. Again, I have made repeated attempts to contact and resolve the issue and have not gotten any response at all other than automated. The attached photos are time stamped by the clock on the mantle. They were taken each time the internet went out in a 15 minute period.

  Business Response

  Date: 09/18/2023

  Point Broadband apologizes for your service issues. I have asked our technical leadership team to reach out to you to troubleshoot and schedule an onsite if needed to address your service issues. Thank you for being a Point Broadband customer. 

  Business Response

  Date: 09/18/2023

  .Point Broadband apologizes for your service issues. I have asked our technical leadership team to reach out to you to troubleshoot and schedule an onsite if needed to address your service issues. Thank you for being a Point Broadband customer. 

  Customer Answer

  Date: 09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2023

  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 live in a very rural area on a secluded road. I pay Point Broadband $67.95 for Internet to be sent to a small dish on my property. The Internet signal began to weaken before stopping all together. I went to Point Broadband's office in town and spoke to one of their technicians about the issue. He said they needed to install a new dish on the roof of my house, so I asked if they would guarantee my roof wouldn't leak when they were done, he replied "we make no guarantees" So I told him I didn't want them drilling holes in my steel roof if they won't guarantee their work. He copped an attitude and said "If you won't put it on the roof there's nothing we can do for you" So I told home since the Internet only works half of the time my bill should be cut in half. He replied "No way! If you don't like it cancel your account and go someplace else!" The biggest problem is,.since we live in such a rural area there is no other.company we can use. I need the Internet, be ing.a disable veteran, I work from home. I just want the Internet we pay for to work without Point Broadband destroying my property.

  Business Response

  Date: 08/25/2023

  We spoke with ************** on 8/24 to better understand his complaint and pursue possible solutions for him. Details are as follows: On 8/10/23 Tech visited the site for a trouble ticket related to signal fade. At the time the tech contacted his supervisor to get direction regarding the radio mount location. Its currently mounted very near the customers home electric service drop, collocated on the same utility pole. This existing mount is nonstandard and poses a safety risk, so the supervisor instructed the tech to find a new location (also with improved signal) for a replacement CPE.  Once it was evident that the radio could only possibly work from the metal roof of the home, this information was explained to the customer. We did not communicate effectively with ************** that we take every possible measure to prevent roof leaks, as that was his key concern.  Tech supervisor apologized to ************** for the confusion, and he was very understanding.
  Today, 8/25/23 another tech visited the site and retested the entire property. The current location of the radio appears to be the only place the customer will get any signal from the tower, besides possibly on the customers roof.************** is not interested in installing it on his roof at this time. He understands that our options are very limited at his location, and that tree growth has gotten to a point where he may no longer be able to receive services.  ************* will reach back to us if he decides to attempt the roof mount option.