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:02/20/2025

  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.

  I had a 16mb package and they&#**;ve been having issues with a change over in their company. They had told me I needed a new router so I got that but then I was told it would work better if I had 100mb. I upgraded yet my service has been terrible with slow speeds. A technician came and it worked but it was temporary. We scheduled to have someone come back and they didn&#**;t show. At this point I do not feel like I am being taken care of as a customer and they refuse to make changes to my bill even though I am not getting proper service.

  Business Response

  Date: 03/05/2025

  This is in response to a second notice of a complaint.  This however is the first letter we have received from the BBB on this complaint.

  
  ******* ****** lives in an area in ******** that has been having service issues.  Our team has been working to upgrade the plant in that area to fix the subscribers service issues.  This will not be an instant fix, and the technicians are still working in this area.  However, sub is online and able to surf and stream, last speed test shows Download of 110Mbps and upload of 20Mbps, which is what he is provisioned for.

  
  When the sub contacts our technical support number, we receive a report and a work order for service has been made.  These work orders are scheduled and our technicians have responded to the work order within a 2-day window.

  
  He stated that he was on a 16mb package, but we do not offer a package with that mb. He was actually on a 50Mbps package for $69.95. We did upgrade him with his permission to the 100Mbps package at a discounted price.  Our regular rate on that package is $99.95/mo. and we are letting him have the 100Mbps package at $69.95/mo.,which did not increase his bill at all.  On January 31st, Boycoms Customer Relations & Finance Manager gave the subscriber a credit on his account for $90.28 which is more than what one month of his package price is for the issues the subs been having.  We normally do not issue credit until the service has been fixed, but I went ahead and gave him the credit.

  Boycom appreciates the BBB attention to our operations and are committed to ensuring full compliance with all regulations.  We have implemented new technologies and protocols to enhance our service reliability and are actively working to improve our customer support processes.  We welcome further dialogue with the BBB as we strive to meet and exceed our obligations to our customers and the communities we serve.

• Initial Complaint

  Date:06/18/2024

  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 have this company for my cable and internet service and I have not had service for months. They continue to charge us for cable and internet but every time someone comes out to fix it, it goes right back out. They won&#**;t knock anything off our bill and they won&#**;t fix our cable and internet.

  Business Response

  Date: 06/27/2024

  We are aware of the service issues that **************** is experiencing as well as his neighbors.  We know there is a service issue in this area and are working very hard to get it resolved for our subscribers.  We will apply credit to this subscriber's account to compensate for the loss of service he has been experiencing.

• Initial Complaint

  Date:04/08/2024

  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 pay for 150 mbps internet package provided by Boycom Cable Vision. The very first day they installed the modem, it quit working and the tech was ignorant with my wife when she called to tell them it wasnt working and they needed to come back. They didnt come back for 5+days to fix the issue. Ever since, my internet quality has been unusable 95% of the time and when it is working, Im only getting 0.50-7mbps. I called at least 10 times and only once have they came out to fix the issue. When they arrived, they swapped equipment, charged me for the equipment, and it actually made the internet worse. I informed the tech that it was worse and showed him the speed test results and he replied with Im not sure what the problem is, you have any ideas? Then he left and hasnt came back. I have speed test photos, screen recordings etc to prove to them that they dont even provide me with 1% of the product they are supposed to be providing me.

  Business Response

  Date: 04/19/2024

  This subscriber has experienced some service issues and Boycom technicians have been dispatched on 2/29/24, 3/29/24 and 4/16/24,  *********** call on 4/16/24 was a scheduled appointment with ****************** on a date and time that he requested.  On the scheduled appointment day, 4/16/24, no one answered the door at the residence nor any phone calls made to subscriber.  As of this day, subscriber has yet to return our call to reschedule the service call with us.

  In response to the claim that subscriber pays for a 150Mbps package, Boycom does not offer a package for 150Mbps, we do offer 100Mbps package and that is the package this subscriber is subscribed to.  Boycom will continue to try to reschedule a service call with this subscriber to resolve any service issues.  

  In response to the Disputed Amount of $500.00, subscriber's account has only been billed $495.24 since date of installation of service.  Subscriber has never requested that Boycom apply any type of service credit to the account.  ********************** has not refused to apply service credit to the account.  

  Once subscriber reschedules the service call with us, we hope to be able to address and resolve any service issues subscriber may be experiencing.

   

• Initial Complaint

  Date:08/26/2023

  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 do not receive the services that I pay for. Our whole neighborhood does not receive what they pay for either. I believe Boycom has a contract on this area and we are not able to receive service from anyone else. Technician said servers in our area are at maximum usage and services will not get any better until they upgrade. I never receive the internet speeds and services that I pay for monthly.

  Business Response

  Date: 09/06/2023

  To clarify, Boycom does not nor has ever had a "contract" in any area where we provide services.  Residents in our service areas are free to choose any provider who may also provide service to the address.  The particular area that *** ***** resides in has had some ongoing service issues recently, but we are actively working to resolve these issues.  I have generated a service call on *** ******* account and will give it a priority status to get one of our technicians to his residence as soon as possible.  I have also added 6 month promotional pricing to his account and he will receive a $20.00/month discount on the internet package that he is currently subscribed to. 

• Initial Complaint

  Date:07/04/2023

  Type:Customer Service 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.

  Service outages up to 50% Daily.
  Customer service is deplorable at best.
  Company is the only provider in this area.

  Business Response

  Date: 07/05/2023

  Our office has spoken with this customer this morning, 7/5/23 about his ongoing service issues.  A workorder has been generated on his account and scheduled for service technician to be at the residence in the morning on 7/6/23.

• Initial Complaint

  Date:04/17/2023

  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.

  Our buried cable line was cut last March 2022. Boycom came and ran a new wire on top of the ground and said they would be back the next week to bury it. Its been over a year and it is still laying in the front yard. We have called numerous times and get the same answer, we are on a work order list and they will get to it asap. Its been a YEAR! Every time it rains our internet goes out until the wire dries up. This is beyond ridiculous and I think I have been more than patient waiting for them to get out here. But frankly I dont want to spend another summer having to mow around a wire running through my front yard. I called this morning and got the same answer as always.

  Business Response

  Date: 04/18/2023

  We do agree that the line has been exposed too long.  The order to bury the cable line in this subscriber's yard will be submitted to Boycom's contractor today, 4/18/23 and we will request that this order be given priority.  The contractor will schedule the Mo1Call locate request and the date of the onsite bury.

  Customer Answer

  Date: 04/20/2023

  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:01/28/2023

  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.

  Past 2 weeks internet keeps going off and on. They won't come out and fix it. They're also charging a fuel surcharge every month.
  There's no fuel involved in getting cable or internet from these people. When I first got cable they left the line laying on the ground
  For months before it got buried.
  There's no credit for the time the Internet is out on the bill. Just ripping people off!

  Business Response

  Date: 02/13/2023

  Mr. ******** resides in an area of our cable plant that was experiencing signal issues. Those signal issues have now been resolved and a full month service credit has been assessed to Mr. ********'s account of $82.90.  As for the Fuel Surcharge, that is a monthly recurring charge that is assessed to all of our subscribers at $2.00 per month to help offset the increased cost of fuel that is necessary to run our fleet to repair service issues such as Mr. ******** was experiencing.

  There is still an open service call on Mr. ********'s account and our office will be calling to schedule an appointment with him as a follow-up to this complaint.