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:09/28/2023

  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've had this internet service for over two years and it is the worst. Everyday when I go to use it for the first time the internet crashes. It randomly drops while using it cause loss of anything I'm doing online. I call the service desk and it's always the same. They see it dropped they don't know why want me to reset my router ( which is done daily anyway). Then they ask if I want a tech to come out. If I say yes I have to wait a while day for a 4 hour window that they may show up in just to come into my house hook up and find nothing wrong. Or blame it on my computer settings even though it's not the computer crashing its the internet and wifi. It will crash sometimes 4 or 5 times in a 30 min span. Then it will be OK sometimes for a few hours. They price no real support because everytime they come out they find nothing wrong.

  Business Response

  Date: 10/19/2023

  The customer contacted Tech Support on 8/2 due to service
  issues, we completed a service call on 8/7 and confirmed services were working appropriately,
  and this is customer owned equipment. There was a call to our Tech Support on
  8/14 reporting services down and while attempting to troubleshoot the customer
  ended the call. We had an outage on 9/12 recorded in the area. There is no
  other calls, or service calls for the year. I attempted outreach to the
  customer to see if any issues persist and left a message. I added a credit to
  the account for the outage documented.

  Customer Answer

  Date: 10/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: my internet goes out multiple times a day. It will go down and come right back on. I've had several service calls and have given up calling because nothing will ever be done. Every time they come the internet didn't go out while they are hooked up so they just say "I don't know" or blame it on my game settings which shouldn't make the whole internet go out. I'd like to have the whole line outside my house replaced and I'll replace the line in my house because waiting 4 hours a day for a tech to show up is ridiculous and like I said they never do anything but take up my time then leave. The above picture is just of the last few hours and it shows how many times the internet went down. If I need to I can report it everytime. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/26/2023

  We sent an Advanced Technician to this address on 10/25 and he took readings before and after replacing the outside lines as requested with no fault found. The Technician was not able to make contact with the customer. It is suggested that the customer contacts us to try our equipment to see if that resolves their issues. I attempted to call the customer and left a message.