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:06/18/2025

  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.

  3 days ago my fiber line that was buried maybe only 3 inches deep was damaged. After repeated calls over 3 days I can not get them to schedule a repair time. Not even so much as to tell me tomorrow, next week, next month. Nothing. When I signed up for service they had no problem coming and doing the install the next day. Now that I'm a customer I've been totally ghosted.

  Business Response

  Date: 06/23/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration and inconvenience the customer experienced.
  We understand how important reliable service is, and we regret the delay in communication and scheduling following the damage to the customer’s fiber line. After reviewing the case, we confirmed that the issue was fully resolved on June 19, 2025. We appreciate the customer’s patience and are taking steps to improve our responsiveness and communication moving forward.
  At Conexon, we value every customer and are committed to providing timely, dependable service. If the customer has any further concerns, we welcome them to contact us directly so we can ensure their continued satisfaction.

• Initial Complaint

  Date:04/30/2025

  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.

  I've had internet with these folks May will b 3 months. And my internet has just gone off several times for days at the time. The complex I lived in we have been told by the main service tech that this complex was a trail run don't know the details but everytime he comes it's their equipment. When u call tech to get assistance u r on hold at least 30 minutes, when tech does get on the line allllll they offer is to tell u to unplug router wait and plug back up. They tell u they have to do further testing to see if it's on their end or the customers and once they find out IF it's them it's a 24 hr turn around. And let me add a very important pcs of information their are 7 apts all ground floor and twice this has already happen all 6 that have internet service will b w/o internet. But they tell u a 24 hr period b4 ur service will b back on. So today 4-30-25 the 3rd time there is 2 apt side by side mone and a neighbor that has been w/o internet service for 2 days and tech still tell us each time u call it will b 24 hr turn around. I've had every tech to say it's been over 24 hrs don't know why something hadn't been done even had a supervisor over tech to call yesterday and ask questions at 11:30 AM that the service tech would b getting a order from him and hopefully it would b resolve by yesterday which was 2 days. Even told me he'd call me back as he contacted me I didn't request or call him
  Now I try to call back on same # it won't go through don't know his name but the # he called from is ********** out of San A. TX. I will not b calling tech anymore I'm sick of lies I'm more sick when u call tech they are listening to u smacking their gum, half asleep as ur talking they will b humming over phone one even laugh over phone. Most unprofessional *** I've ever try to deal with. I want my service back on and these liars I'm finish with I will b checking into another provider but living in rural central Ga u don't get alot of choices.

  Business Response

  Date: 05/07/2025

  We've restored service and confirmed service is working with ***** on 4/30. After
  reviewing the circumstances around her issue we have identified opportunities
  for improvement and will be working to make changes to our processes to help
  prevent this from occurring in the future. We appreciate the feedback and
  apologize for any inconvenience this caused. We will also be issuing a credit
  of $54.90 for one month of service. 

  Customer Answer

  Date: 05/07/2025

  
  
  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:02/19/2025

  Type:Billing 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.

  I disconnected my service after 10’days because they quoted me a price of $50 a month and then charged me and everyone else a, non disclosed, poke charge of $10 a month. After that, their bucket trucks and trailers came into my yard to hang strand and a down guy and didn’t advise us. They put tire tracks and small ruts in my yard. I’ve contacted them numerous times and they will not respond with a solution.

  Business Response

  Date: 02/24/2025

  We appreciate the opportunity to address the concerns raised by *** ******** regarding his internet service with Conexon Connect.

  Upon review, we confirm that *** ******** resides in an area of Mississippi where a pole attachment fee is assessed for all accounts. This fee covers the cost Conexon Connect incurs to place fiber-optic cables on the electric infrastructure. A portion of this fee, amounting to $9.82, is passed through to customers and appears as a "Pole Attachment Cost Recovery Fee" on their monthly bill.

  Following feedback indicating that our online platform did not notify customers of this fee, Conexon Connect promptly updated the online sign-up tool to include a clear disclaimer. Additionally, we have revised the Broadband labels and added a prominent notation on monthly bills to further clarify the fee, alongside the existing line item.

  Regarding *** ********' concerns about tire tracks and small ruts in his yard, we have reviewed photos of the affected area. Our team has scheduled a meeting with *** ******** this week to discuss the matter and work toward a satisfactory resolution.

  We are committed to providing transparent communication and excellent customer service, and we appreciate the opportunity to resolve this matter.

  Customer Answer

  Date: 02/25/2025

  
  
  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:01/02/2025

  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.

  I mailed in a payment of $65.72 on 12-18-2024, due date was on 12-29-2024. They haven’t received my payment yet. They sent me a message saying they were going to charge me $10.00 for a late payment. I told them I mailed it on the 12-18-24. They said they haven’t received it so I was going to be charged $10.00. I don’t know way they haven’t received it . That is 11 days they should have received it by now.

  Business Response

  Date: 01/31/2025

  The payment of $65.72 was received and the late fee was reversed on January 3, 2025. A representative spoke with the customer on Jan 13, 2025 and assisted with the set up of Auto Pay. As of today, January 31, 2025, the account has a $0 balance. The next bill will generate February 7, 2025. Unless changes are made to the account, the total amount for the February 7 bill will be $65.72.

• Initial Complaint

  Date:11/13/2024

  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.

  They changed over billing systems and I called and changed over mine and my grandmothers accounts auto pay. mine still works and hers apparently didn't. We didn't receive notification of anything until my uncle realized it wasn't coming out of the account. She has Dementia and and on a fixed income and is barely making ends meet as it is and payment arrangements aren't exactly suitable for people like that. They want all that money right now and she can't do that. Yes she used those services, but why didn't they notify us that the bill wasn't paid the next month via email text something. they said they don't do that unless we were signed up for it. Why would we sign up for it if we are on Auto Pay? If they will excuse the balance we will add the card on file and go on about our business just as it was before they swapped over. I have went as high as I can possibly go.

  Business Response

  Date: 11/19/2024

  Conexon has reached out to ****** ****** regarding her complaint on 11/13/2024.  Mrs. ****** was concerned that her family accounts were not set up properly which may have resulted in an overdue balance.   After speaking with her, Conexon reviewed the account information with Mrs. ****** and rolled up all the accounts together to ensure payments on the accounts are paid as requested.   A credit was also issued to one of the accounts in question which also brought the accounts current.  No further action is required and Mrs., ****** seemed pleased with the outcome.