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Business Profile

Internet Services

Fastwyre Broadband

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 79 total complaints in the last 3 years.
  • 24 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/17/2025

    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.
    Continual problems with losing internet connection. As a work from home individual this has an impact on my performance with my employer. This is the second Monday in a row. Last week I was promised a call back and no one did. No one has offered to reimburse us for the time without internet or for my lost wages. I was told on the phone today "we have a lot of problems in Blair" but no one is able to tell me how they plan on keeping this from happening again.

    Business Response

    Date: 04/14/2025

    Please refer to attached response. Thank you!After reviewing this matter and the customer's account, Fastwyre Broadband confirmed that the customer’s issue was due to faulty battery backup which was connected to a critical device. The faulty unit has been replaced, is currently connected, and passing traffic.

  • Initial Complaint

    Date:03/08/2025

    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.
    we wanted to try another internet provider and was told we can cancel within 31 days no questions asked. We cancelled with that 31 days. Bills keep coming and we have cancelled repeatedly. So we are reaching out for help please. The website is impossible to setup an account which I have tried multiple times with no success.

    Business Response

    Date: 03/31/2025

    Please refer to attached response. Thank you!After reviewing this matter and the customer's account, Fastwyre Broadband has confirmed that the customer established their account in September 2024, at which time monthly billing commenced. As we have no record of a disconnection request from the customer, billing has continued each month since the account's initiation. Additionally, Fastwyre Broadband does not have a “31-day disconnect, no questions asked” cancellation policy.
    As of March 17, 2025, the customer’s account has been suspended due to non-payment of $190.71, which includes charges for a non-returned router.
    Please let me know if you require any further information.

  • Initial Complaint

    Date:02/10/2025

    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 started with Fastwyre 05/2023 with a $10.00 *******e discount that was suppose to stay as part of being some of the first houses to sign up for internet services. Earlier in 2024 I noticed it was off my bill and they added the *******e discount back on. In 10/24 and 11/24 they gave us $50 in credits I assumed since they offered same service 1GB speed for $49.00 and we were paying $69.99. In December they said we had to pay back those credits as they were given by mistakes and the *******e discount was no longer. I repaid back the $50 and noticed they were still charging me $69.99 for 1GB service that was $49.99. I chatted with Jenny online and she said someone would call me. I did receive phone call and I had to ask her to have it effective back in October when that same internet service was $49.99 and the original credits were applied. She told me they could only start the 1GB $49.99 price this month and would not retroactive. Why did I repay a credit that would have been appropriate for their new rate of $49.99?
    I would like credit of $20.00 from October, November, December and January ($80.00) as I was still paying the rate of $69.99.
    It would be nice if the company would let it's customers know when a particular credit is no longer being upheld.
    Their service is good, but customer service is horrible.

    Business Response

    Date: 02/20/2025

    Please refer to attached response. Thank you!February 18, 2025
    Re: BBB Complaint #*******2 – ****** ***rk
    Dear BBB,
    After reviewing this issue and the customer's account, Fastwyre Broadband determined that in
    October and November 2024 the customer received a $60 credit instead of a $30 credit. As a result
    of this issue, a credit reversal fee was charged on the customer's December 2024 bill for the over
    credit in October and November.
    To resolve the separate service charge issue, Fastwyre has issued the customer a $50 credit.
    Additionally, we updated the customer’s account to include the correct internet charge of
    $49.99/month.
    We are hopeful these actions resolve the customer’s issue but remain available if additional
    information or discussions are needed.

    Customer Answer

    Date: 02/24/2025

    I have read Fastwyre's proposed resolution, however, they have not issued the $50.00 credit and although I do see they changed my rate to the proper amount, this month's bill has not been changed to the correct rate. I am requesting they change rate before I pay as well.  Why am I paying for a service that I am not receiving nor do I want? 

    Business Response

    Date: 03/14/2025

    Please refer to attached response. Thank you!Broadband verified that the customer has been credited $8O. A Customer Service Representative attempted to reach the customer on February 26, 2025 to discuss this issue; however, they did not answer and left a voicemail.
    Please let me know if you have any questions.

    Customer Answer

    Date: 03/14/2025



    Better Business Bureau:

    I did not receive a phone call or message but I did speak with someone over a week ago and I so accept the resolution they presented. 

    I have reviewed the response made by the business in reference to complaint ID 2******2, and find that this resolution is satisfactory to me.




    Sincerely,



    ****** *****

  • Initial Complaint

    Date:01/27/2025

    Type:Customer Service 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.
    I closed my business account 2 months ago and there is a credit balance of $90 due back to me. I have been trying for 6 weeks via email and phoning customer service and never get a response. Several requests have been made to the accounting department through the main business customer service reps and nothing ever happens. I have also emailed customer service 2-3 times and never get a response. Ever since this business was acquired by Fastwyre from our local company, the quality of service, internet speeds and customer service response have been terrible. While the individual customer service agents have been pleasant, nothing ever happens to resolve this issue, which makes me beliveve this is a top-down problem. This company doesn't deserve anyones business...this coming from a 35 year former customer!

    Business Response

    Date: 02/11/2025

    Please refer to the attached response. Thank you!After reviewing the issue and the customer’s account, Fastwyre Broadband determined that a refund check for $89.46 was submitted for processing on February 5, 2025. The check should be cut and delivered to the customer sometime

    Customer Answer

    Date: 02/13/2025

     

    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:01/23/2025

    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.
    Fastwyre Broadband has billed me for a device I have never had. The total I have been overcharged is more than $750.00. I have had contact with them on their business number no less than 9 times. Every time but one I was told it would be checked into and I would be called back. I was called back one time, only to be told they were still looking into it. I was finally able to talk to a supervisor who offered to settle with me for $119.00 or 1 year of overcharge which I did not accept. On 1-7-25I asked to speak to her supervisor and was told the next level supervisor would call me back. I have never received a callback. I am still being charged a monthly bill for the device I have never had.

    Business Response

    Date: 01/31/2025

    Please refer to attached response. Thank you!

    Dear BBB,
    After reviewing the issue and the customer’s account, Fastwyre Broadband credited the customer
    $759.24, and a Customer Service Representative contacted the customer to discuss the resolution.

    Please let me know if you need any additional information.

    Thank you,
    *****

    Customer Answer

    Date: 02/01/2025



    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:12/30/2024

    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.
    I have contacted fastwyre MULTIPLE times about them charging me for a paper bill when I have been paying autopay for a year!!!! They keep charging me every month & this month they upped the fee to $7! I have contacted them & even tried online to get this fee OFF MY ACCOUNT & I get the "runaround!" The first of this month I contacted them AGAIN & the lady told me my account shows PAPERLESS & she said I could NOT get a refund of the many months I've paid for a PAPER BILL when I've been paying autopay all those months. I've contacted them by email & by phone so many times & I'm so frustrated my blood pressure is amped up. My thoughts are that this is intentional, but I guess my OPINION doesn't matter. This company is highly UNPROFESSIONAL & I believe the FCC should get involved if fastwyre is found to being fraudulent & monopolizing customer areas. I want my money back that they've been charging me for a paper bill when my account is being paid automatically. Account number **********

    Business Response

    Date: 01/27/2025

    The response was filed with you on Friday, January 24th; however, I just received an email saying that we did not respond. I'm reattaching the response to ensure you received it. Please let me know if you need additional information. Thank you!

    Customer Answer

    Date: 01/27/2025



    Complaint: ********



    I am rejecting this response because: they dud not give full refund of charges for "paper bill" from the months & months charged since I signed up for autopay. Their website is really messed up & I can't even sign in to my account.  The last time I spoke to customer service I was told they would submit a full refund request to the head honcho but I only received a $10 adjustment 



    Sincerely,



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

    Business Response

    Date: 02/11/2025

    I submitted the attached response on January 9, 2025, and have reattached it here. Please let me know if you're looking for additional information. Thank you!

  • Initial Complaint

    Date:12/06/2024

    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.
    Billing error on company's part. I paid amount that was due.
    Now I have an additional $20.00 due in December because they had a "glich" in their system in November. Definitely not fair to the consumer.

    Business Response

    Date: 12/16/2024

    Please refer to the attached response. Thank you!

    Re: BBB Complaint #******** * *** *****

    Dear BBB,
    Fastwyre Broadband experienced a system issue in November that resulted in the customer
    inappropriately being credited $20. The system issue has been corrected and a credit reversal
    charge for $20 was placed on the customer’s December bill for the services they received in
    November. If needed, we are happy to establish a payment arrangement with the customer.

    Thank you,
    *****


    ***** *******
    *** ********** ******* ? Fastwyre Broadband
    ******* *************
    ***** *************
    *********************

  • Initial Complaint

    Date:12/03/2024

    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.
    I got my dec 2024 bill. Due to their billing issues for October and November I was billed 111 and 14 dollars. Which I associated with their free months for referrals and the r when u signed up. They bulled me 49.99 times 2 for those months that they bulled me wrong. I live on a month to month budget and with no communication from the company regarding the glitch they expect payment of the 99.98 in which wasn’t billed for in the first place. I asked for some sort of credit regarding this and they refused. They need to bill correctly or except the loss for their mistake. They were willing to give me a 90 day payment arrangement to catch the bill up. That is very hard to do when you have a limited ncine.

    Business Response

    Date: 12/16/2024

    Please refer to attached response. Thank you!

    December 16, 2024

    Re: BBB Complaint #******** * **** ******

    Dear BBB,
    After reviewing this issue and the customer's account, we determined that in October and
    November the customer received $60 credit instead of $30 credit. As a result of this issue, a credit
    reversal fee was charged on the customer's December bill for the over credit in October and
    November. Our Customer Service team spoke with the customer about this issue, explained why the
    charge occurred and the customer may make payment arrangements if needed.

    Please let me know if you have any questions or need any additional information.


    Thank you,
    *****


    ***** *******
    *** ********** ******* ? Fastwyre Broadband
    ******* *************
    ***** *************
    *********************

  • Initial Complaint

    Date:11/29/2024

    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.
    I canceled my service a year ago and haven’t received my refund. I have tried emailing them through their website and messenger through ********* I then contacted the Attorney General’s office which sent them a letter but still received no response. It’s very frustrating that I can’t get the money that is owed to me. I can’t believe they are still in business.

    Business Response

    Date: 12/16/2024

    Please refer to attached response. Thank you!

    Re: BBB Complaint #******** * ****** ******

    Dear BBB,
    After reviewing this issue and the customer's account, Fastwyre Broadband will send the customer
    a refund check for $96.16. This check will be put in the mail by the end of this week.

    Please let me know if you have any questions or need any additional information.


    Thank you,
    *****


    ***** *******
    *** ********** ******* ? Fastwyre Broadband
    ******* *************
    ***** *************
    *********************

  • Initial Complaint

    Date:11/12/2024

    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.
    After being a customer for over a decade, I was told by Fastwyre they would not service my new address. I asked that they port, or turn over, my phone number to my new phone supplier. They told me that would be done that afternoon. That was over 6 months ago. I have called repeatedly, gone to their local office (which was always locked during business hours), and made other attempts to contact.

    I use this number for my business and have thousands of dollars invested in advertising, phone books, websites, posters, etc. I'm told that porting a number is an easy and routine procedure. I have never been given a reason on why this has not been done.

    Business Response

    Date: 12/03/2024

    Dear BBB,

    Fastwyre Broadband does not have a record of the new carrier requesting the port of this customer's number. Please request the new carrier to submit a porting request. After we receive this request, our Company will complete the port.

     

    Thank you,

    *****

    Customer Answer

    Date: 01/13/2025



    Complaint: ********



    I am rejecting this response because:

    As you've suggested, I have already submitted several requests via my new carrier *****, most recently as of today 1/13/25. My new carrier told me this number has been deactivated and therefore is not available to port. I have contacted every person I can at Fastwyre and they told me they "are working on it." That is the response I have gotten for months and months, with no follow up or explanation. 

    Please reactivate my number ************** and notify me so we can resolve this issue. 


    Sincerely,

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

Fastwyre Broadband is NOT a BBB Accredited Business.

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