We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

United Fiber

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We have not had Television the past 7 days. I have called, e-mailed, and went to the office and they say they are working on it

    Customer Answer

    Date: 04/24/2024

    The issue has been resolved, thanks *********************

  • Initial Complaint

    Date:04/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 interruptions, delay of service restoration to some. Others are restored. No reason or answer given as to why continued loss. Customer service not responsive or not working. No way to contact via phone.

    Business Response

    Date: 05/17/2024

    We
    are responding to the notice filed by ***** ***** regarding
    our broadband Internet Access service(“BIAS”) being down. 
    Unfortunately, during the period of April 16, 2024 to April 29, 2024 we
    experienced intermittent Dynamic Host Configuration Protocol (“DCHP”)
    issues which affected customer’s ability to receive service on a sporadic
    basis.  The issues being intermittent and sporadic caused difficulty in
    identifying and isolating the problem and in determining when a particular
    customer connection issue was resolved. 
    We attempted to keep our customers informed of our progress.  Customer calls overwhelmed our call center at
    times causing abnormal delays in answering calls.  We provided updates regarding the
    intermittent service issues on our ******** page and website. The DCHP issues
    were resolved and as a customer service we issued a $30.00 credit to each of
    our BIAS subscribers on their next invoice.  The credit to ***** ***** will appear on the invoice.  We apologize for any inconvenience.  If you have any questions,
    please let us know.

  • Initial Complaint

    Date:03/02/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Initial Complaint

    12/15/2022

    Complaint Type:
    Billing/Collection Issues
    Status:
    Answered

    Over the past 7 month have had issues with my monthly bill from United Fiber on the blatant and inflated overcharge. After wasting numerous monthly hours of my time talking with disgruntled, unsociable and non-assisting customer service personnel, who would either hang up on me abruptly, interrupted me when I was talking and lied numerous times that they would get the manager when I ask to speak with the manager on issue. Several times I was told the manager (*********) would call me back and manager never did. I received a bill for $41.40 in the late summer month of this year which I paid in full. The next month the sent a bill that was over charged me $230.00, I called to discuss the overcharging with customer service, who abruptly hung up on me when I disagree that I had to pay for their screwup and error, which they said it was their fault and error. I ask to speak with a manager (*******), who would call me that day, I receive no call. Over two weeks went by before ******* called me, and ******* explained the same horse manure I received from customer service, and I explained my disagreement and disputed with the overcharging and informed her that was their admitted fault, and I should not be charged to pay it. ******* said, she would get back with on the overbilling, which she never did, which I told her I would only pay for the monthly service $101.00 till I talk with her again. Two months past and still no phone call from *******, when I got big notice on my November bill saying that they will be cute of my service if I don't pay the $238, Knowing I need access for my work! My times is worth $150 hour. I wasted over 15 hours on the phone getting no assistance from their customer service and then being strong arm with their mob style method of getting me to pay $238 and more for their eror. Full reimbursement should be made to me on my time and finances!! Also, fiber access is getting steadily worse every day, long delays and continuous buffer. Thank You!!
    Business response

    12/21/2022
    I am writing you in response to the customer complaint from **** *******, ID *********

    My name is **** ******, Chief Marketing Officer at United Fiber. I have looked over *** ********* account and listened to the phone calls to and from him. If any of our customer service representatives had been rude or disrespectful, we would correct the issue and issue him a credit for his trouble. I have investigated his account, and this is simply not the case. He cancelled TV Service in May, and we bill a month ahead, so the month was prorated for the days he had service. He was issued a credit to the next month’s bill, but he did owe for the days he had TV service that month. He was upset and said he wasn’t paying for TV service. We only charged for the days he had it during the month.

    We did make a mistake by applying his payment twice, but this error was caught and fixed. He called in saying he shouldn’t have to pay for our mistake, but we didn’t charge him for any mistake, we simply corrected our error. He spoke with three different people, myself included, explaining that he doesn’t owe more and we are not charging him for our mistake. We are not able get him to understand the billing error that was made and fixed with no expense to him. We pride ourselves in amazing customer service and that is what sets United Fiber apart from the competition.

    He also states that a manager named ******* was supposed to call him back, but we do not have any managers named ********

    His account is currently paid in full because he was going to be disconnected for non-pay. If he is unhappy with our services we will waive the early termination fee, and he can simply cancel and use another provider. We value our customers and try our best to make sure they have a good experience.

    Please let me know if we can answer any more questions.

    Thank you and have a Merry Christmas!

    Reject Response, United Fiber never tried to contact me back any time i called, their customer service is constantly rude and the will not refund for lost connection that is their fault

    Business Response

    Date: 03/29/2023

    I will refer back to my statement above for the details.

     We are not able get him to understand the billing error that was made and fixed with no expense to him. We pride ourselves in amazing customer service and that is what sets United Fiber apart from the competition. His account is currently paid in full because he was going to be disconnected for non-pay. If he is unhappy with our service he is free to cancel and we will stop by to pick up our equipment.  We value our customers and try our best to make sure they have a good experience. Please let me know if we can answer any more questions. 

  • Initial Complaint

    Date:12/15/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Over the past 7 month have had issues with my monthly bill from United Fiber on the blatant and inflated overcharge. After wasting numerous monthly hours of my time talking with disgruntled, unsociable and non-assisting customer service personnel, who would either hang up on me abruptly, interrupted me when I was talking and lied numerous times that they would get the manager when I ask to speak with the manager on issue. Several times I was told the manager (*********) would call me back and manager never did. I received a bill for $41.40 in the late summer month of this year which I paid in full. The next month the sent a bill that was over charged me $230.00, I called to discuss the overcharging with customer service, who abruptly hung up on me when I disagree that I had to pay for their screwup and error, which they said it was their fault and error. I ask to speak with a manager (*******), who would call me that day, I receive no call. Over two weeks went by before ******* called me, and ******* explained the same horse manure I received from customer service, and I explained my disagreement and disputed with the overcharging and informed her that was their admitted fault, and I should not be charged to pay it. ******* said, she would get back with on the overbilling, which she never did, which I told her I would only pay for the monthly service $101.00 till I talk with her again. Two months past and still no phone call from *******, when I got big notice on my November bill saying that they will be cute of my service if I don't pay the $238, Knowing I need access for my work! My times is worth $150 hour. I wasted over 15 hours on the phone getting no assistance from their customer service and then being strong arm with their mob style method of getting me to pay $238 and more for their eror. Full reimbursement should be made to me on my time and finances!! Also, fiber access is getting steadily worse every day, long delays and continuous buffer. Thank You!!

    Business Response

    Date: 12/21/2022

     I am writing you in response to the customer complaint from **** *******, ID *********  

    My name is **** ******, Chief Marketing Officer at United Fiber.  I have looked over *** ********* account and listened to the phone calls to and from him.  If any of our customer service representatives had been rude or disrespectful, we would correct the issue and issue him a credit for his trouble.  I have investigated his account, and this is simply not the case.  He cancelled TV Service in May, and we bill a month ahead, so the month was prorated for the days he had service. He was issued a credit to the next month’s bill, but he did owe for the days he had TV service that month.   He was upset and said he wasn’t paying for TV service.  We only charged for the days he had it during the month. 

    We did make a mistake by applying his payment twice, but this error was caught and fixed.  He called in saying he shouldn’t have to pay for our mistake, but we didn’t charge him for any mistake, we simply corrected our error. He spoke with three different people, myself included, explaining that he doesn’t owe more and we are not charging him for our mistake.  We are not able get him to understand the billing error that was made and fixed with no expense to him.   We pride ourselves in amazing customer service and that is what sets United Fiber apart from the competition. 

    He also states that a manager named ******* was supposed to call him back, but we do not have any managers named ********

    His account is currently paid in full because he was going to be disconnected for non-pay. If he is unhappy with our services we will waive the early termination fee, and he can simply cancel and use another provider.   We value our customers and try our best to make sure they have a good experience.

    Please let me know if we can answer any more questions. 

    Thank you and have a Merry Christmas!


    		 



United Fiber is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.