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Business Profile

Internet Services

Total Highspeed, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Total Highspeed, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Total Highspeed, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

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    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.

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    Complaint type

    • Initial Complaint

      Date:10/14/2022

      Type:Product 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.
      On Tuesday 10/11/2022 our internet went down. I called the customer service desk. The rep I spoke with indicated his records show the interent was out in the area, but did not know why the interent was down or why or when it might be restored. I asked to speak to a supervisor who might be able to assist, I was told they would return my call.Here it is Friday afternoon (4:00pm) I still have no internet (we pay in advance, so this is a service already paid for), i still have not heard back from a supervisor (or anyone who could answer basic questions) and my ************ has been exhausted (I work from home and rely on internet service to perform my job duties).I would like a phone call from someone with Total Highspeed who can tell me what's going on and when we can expect service to be returned, and I would like a billing adjustment pro-rated for the 4 days (so far) of having no internet service.

      Business Response

      Date: 11/01/2022

      Over a brief period in October, we experienced technical difficulties with our core network router flapping which caused intermittent service issues for many of our customers.  We tried replacing the router with a similar make/model, but it was also having the same issues.  We sourced and installed a new core router as quickly as possible, which has corrected the issue.  During the downtime, we updated our customers via email and social media of the issue and subsequent solution.  When the network was down, it also affected our headquarters in ****, **, rendering ** unable to take phone calls.  This lead some customers to feel abandoned, which was certainly not something we ever intended.  We are researching ways to have our phone system outside of our core network to ensure this situation does not happen again.  This customer has received a credit on their bill for the downtime they experienced and should have fully restored service now.  Thank you.

      *********************
      Director of Human Resources
      *********************
      ***********************************

      Customer Answer

      Date: 11/01/2022

      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.

       

      Thank you for your assistance in resolving this matter!



      Sincerely,

      *************************

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