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:10/16/2024

  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 cancelled my service over phone call in June 2024. I moved to a new home June 18. Fastwyre continued to charge me, we I noticed and called them they said they had no records of me cancelling. I asked them to check the recorded phone call. They said they don’t keep records passed 30 days. They said they can’t refund me $218.82 because I did not put a cancelation notice in. They do not care that they messed up and didn’t put the cancellation notice in the records when I requested it. And because they can prove their mistake they will not refund me. I’ve had multiple calls with them. Each time ends in they will get someone higher up to call me back and the never do.

  Business Response

  Date: 10/23/2024

  Dear BBB,

  Fastwyre Broadband researched this issue and verified that the customer’s account has been disconnected. Our company has processed a refund of $30.95, which the customer should receive by the end of this week.  
  
  We are hopeful this resolves the customer’s issue but remain available to discuss if additional information is needed. 
  
  Thank you,? 
  ***** ******** 

  Customer Answer

  Date: 10/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am already aware of the 30 dollar refund. My issue is that I am out over 200 dollars that fastwyre gets to keep because they did not cancel my service when I requested. I will not be returning to fastwyre and I will not recommend them to anyone in the future. There are plenty of other options.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:09/09/2024

  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 canceled this and turned in all equipment got a HUGE FINAL BILL, paid it and they never closed the account. I told them and told them and told them to no avail. I am 90 years old and just lost my wife. I am tired of this harassment. I get a bill every month with accrued charges that never end. They will not get one more dime from me. Not one more cent. I want them to close this account and leave me alone.
  Thank you,
  ***** *****

  Business Response

  Date: 09/11/2024

  Please refer to attached response. Thank you!Fastwyre Broadband reviewed the customer’s issue and account verified that they requested their services to be disconnected on February 7, 2024; however, the account could not be fully disconnected until an active number port order was completed. The customer’s account has been fully disconnected and a $2,204.96 credit will be provided to the customer. A Fastwyre Customer Service Representative will contact the customer to discuss this and ensure their issues are resolved.

  Business Response

  Date: 12/02/2024

  Please refer to the attached response. Thank you!After researching, Fastwyre Broadband determined that the customer’s credit was not
  appropriately applied to the account. This issue has been corrected and the credit has been
  processed. Additionally, we ensured that the customer’s disconnect order has been processed. The
  customer will not receive bills from our company going forward.
  Please let me know if you need any additional information.

  Customer Answer

  Date: 12/02/2024

  I've noticed a couple of times the party has written **** ******  It is ***** ******   Please make sure the correct account is credited. 

  Hope it works this time, as they agreed just like this before and didn't do it.  We will see.....

• Initial Complaint

  Date:09/05/2024

  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.

  In July 2024, I changed my Internet provider to Fastwyre. The package deal l accepted was 49.99 for 1 G a month. The first and the 14th month would be free, plus another month free as l was referred to this provider by my neighbor and we filled up necessary forms for the referral.
  
  The day after the installation, I received a 20 dollars bill to my email. When l called about it and said the first month was supposed to be free, the agent told me not to worry. It was just the fee for the first weeks until their system could start a full month’s billing. She said they wanted to make sure l get a full free month.
  
  Today, September 3, l received a bill of 57.94. I called again and they said the person who started my account did not actually register my discounts.
  
  The agent on the phone said he would try to give me 3 month free as l was told, but his system did not allow him. Then, he said he would give me 20 dollars discount for the following 6 months to make it right but he wasn’t sure when that 6 month period would actually start. He said l would get the first month free (that’s all he could give me) but he wasn’t sure if the system would give it in October or November.
  When l told him that my actual bill could not exceed 49.99 (the amount l agreed to), he said there was an additional charge of 5 dollars for mailing service, which l never requested or agreed to. When l told him that, he said he would give me a 10 dollars discount for that. But then, he said he couldn’t do it because his supervisor told him he couldn’t (because he already gave me all the other discounts-which l have never received yet).
  
  I paid the first bill of 20 dollars (it included the 5 dollar mailing fee l was not even aware of). Now, they want me to pay the 57.94 (higher than what l was told or had agreed to) and they said they will give me all the other discounts later. It is very wrong to do business like this. I request help in this matter please.

• Initial Complaint

  Date:07/18/2024

  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 been trying to get a response from this business on multiple issues since January. I was out of service on multiple occasions for multiple days and want some sort of refund on my account. I have asked multiple times January 28th, 29th, 30th, February 2nd, March 1st, another time in March, May at least twice, but I do not have the dates, May 28th, and lastly July 18th. Every time I have called, I have asked for a return call and I have heard NOTHING! We were out of all services provided for over 20 days total and want some resolution to this. If I had another choice besides Cox, I would leave Fastwyre even though I have been a customer for over 30 years. I want some sort of refund or credit to our account.

  Business Response

  Date: 08/11/2024

  Please refer to attached response. Thank you!

  Dear BBB,
  Fastwyre Broadband reviewed the issue and a credit of $34.92 was issued to the customer.
  
  We are hopeful this resolves the customer's concern but remain available to further discuss if
  needed.
  
  Thank you,
  *****

• Initial Complaint

  Date:07/15/2024

  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.

  May 7, 2024, we called Fastwyre Broadband (Sulphur, LA) to cancel internet service. They hung up on us and immediately cancelled our service. Internet and phone was disconnected. They did not call back/explain anything for next steps. (Did not get the representative's name)
  
  5/8/24 Received an email that service had been cancelled. No mention of any actions we needed to take just that we would be billed 25.62 (4.04 for taxes and service fees). We are not in a contract.
  
  5/16/24 we received notification that we had been auto billed for 130.79. And that our total was now a negative 103.12.
  1) Why were we charged this much?
  2) This does not add up to agree with the taxes and service fees. 130.79 - 25.62 = 105.17
  Not sure what happened with the 2.05.
  
  5/16/24 We called on the bill (Talked with *****)
  1) The told us that we did not cancel auto pay. We said, doesn't it make since that if we canceled our service that after their fees were paid (which are still not sure what those fees were) that this automatically happen. They said no, that we had to request it. This seems illegal for them to continue to charge for services they are not offering.
  2) We inquired how to get the check:
  - They told us we would have to request a check, so we requested a check
  - They said they would send a check when they received the equipment back.
  - We requested the return label, and we were able to get that. And returned the equipment.
  
  5/21/2024 - Called to check on check-Talked to ******, who said a check would be mailed once equipment was received.
  
  5/29/24 - Equipment was received
  
  7/1/24 - Statement mailed out.
  
  7/15/24 - We opened the statement. We still had a credit. No check.
  
  7/15/2024 - Called, talked w/ ******. Who told us that we never requested a check and that we needed to do that. We requested the check again.
  
  We want the amount owed 105.17 not 103.12.
  
  And I want them to have to change their auto payment system.

  Business Response

  Date: 07/23/2024

  Please see the attached response. Thank you!

  Dear BBB,
  Fastwyre Broadband attempted to contact the customer to discuss this issue; however, we were
  unable to and left a voicemail noting that the refund check was being processed and should be
  delivered to them soon. We also verified that the customer’s equipment has been returned.
  
  We are hopeful this resolves the customer's concern but remain available to further discuss if
  needed.
  
  Thank you,
  *****

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company sent the residents of our area an email saying that cell phone service would be upgraded from 2G to 4G and that we need to get new phones. This was in March. It is now July and the upgrade has not happened, at least not for our rural area. We have no cell service and even for months and months previously the service has been barely functioning, such as being able to make only some calls but not being able to recive any, nor voice mails. So if Fastwyre reads this, don't try to call my number, it does not work. Email instead. I have called them many times, never getting anywhere. The only people you can get on the phone are their tech folks, who always say they'll report the problem and nothing ever comes of it. I just want to cancel my cell phone service with them at this point and get a refund for all the months it hasn't worked, but I can never get anyone on the phone to do this for me. I also have internet service and a landline with them, and I'll keep those because they at least have been working most of the time. I have tried calling multiple times, I've emailed, I've threatened to stop paying my cell phone bill, and now I'm trying here. Will anything ever get their attention?

  Business Response

  Date: 07/16/2024

  Please refer to attached response. Thank you!

  The customer disconnected their cellular service on July 13, 2024; however, they are still
  purchasing Fastwyre’s home phone and internet services. We attempted to contact the customer to
  discuss this issue and determine whether we can assist with anything; however, we have not been
  able to reach them yet.
  We are hopeful this resolves the customer's concern but remain available to further discuss if
  needed. 

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Someone did finally call my landline after I threw a massive cyber fit. I can't fault their poor employees; they are always friendly but I think they are as powerless and as tangled up in this non-functioning company as their customers. She assured me that my cell phone would be disconnected. I received a disconnection notice via email on July 10 that says my cell phone is disconnected, but lists the disconnect date as "not available" (see attached email copy from July 10). 

  Well, today is July 18 and my cell phone is still connected, (as I found out when reaching my old cell phone voice recording when calling from my landline) and I just received a fresh bill from fastwyre with my cell phone charge still on it.

  In addition, there has been NO communication about the promised 50 $ rebate that was supposed to be on our "next" bill as of April (see attached email from April 2), nor any refunds for months of non-functioning cell service. For months, we have not been able to receive calls; they go straight to a voice mail which we can no longer access. My poor neighbors are going through the same hell with fastwyre right now as well. They did purchase a new phone and got a new sim card as instructed in the April 2 email, but their phones work no better than before the "upgrade".

  The most egregious thing remains that it is impossible to reach any fastwyre customer service on their phone line; apparently it takes throwing a fit via BBB to get any response at all.

  Here is what I want to happen:

  1) disconnect my cell phone service immediately and STOP sending me more bills for cell phone service.

  2) put that 50$ rebate promised in April (!) on my bill

  3) give me some sort of refund for the months when our cells didn't work and we couldn't reach customer service. I mean, it's been about 6 months at least! 

  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:06/05/2024

  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.

  Lost internet around May 7. Contacted Support to get Internet back as soon as possible as I run a business from home. They kept promising someone would be out soon kept waiting and waiting and finally couldn’t wait any longer and ended up having to get a different Internet provider. They finally contacted me after that which ended up being about seven days to come repair. I just ended up canceling and saying you guys haven’t even provided me Internet And had to move on. Now they are threatening collections on whatever they deemed I owed for me when I didn’t even have Internet plus I think they added cancellation fees. This company has egregious business practices, terrible customer service, and techs to take absolutely forever to come out and fix something. And then they try to charge you for what you don’t have.

  Business Response

  Date: 06/19/2024

  Please refer to attached response. Thank you!

  Dear BBB,
  Fastwyre Broadband corrected the customer’s billing and provided a credit for the time they did
  not have internet access. We also attempted to contact the customer to discuss this resolution;
  however, we were unable to reach them and left a voicemail.
  
  We are hopeful this resolves the customer’s concern but remain available to discuss if needed.
  
  Thank you,
  *****
  
  ***** *******
  SVP Regulatory Affairs ? Fastwyre Broadband

• Initial Complaint

  Date:06/04/2024

  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.

  For years, I have paid Fastyre for 25MBPS of internet at my rural home. It is the only provider available to me. On the best days, I get 8-10 MBPS. They have ZERO problem taking my money. Finally, I was able to get a tech on the phone to diagnose a problem. It is absolutely nothing on my end. They were supposed to send a tech 6/4, from 0800-1200hrs. They were a total no show. I called (for about the 100th time) sat on hold for 15 minutes, then hung up and came here to report them. At what point is "We're sorry and we apologize" not going to cut it. I want this company held accountable. As I said, I pay them every month and get less than HALF of what I am paying for. Its just robbery at this point and I cannot seem to do anything about it. If I could use the market to go to another company, I certinly would, but nothing else it out there that I know of. I checked Great Plains *************** **** ******* ***** etc. Ive decided to complain to you, to my elected officials, etc. Please put pressure on this company to hold themselves accountable. If they are going to sell me 25MBPS - give it to me. If they can only give me 8, charge me accordingly. There is nothing like having a job I can WFH at, but needing to go to the office to use the internet. It's pretty infuriating.

  Business Response

  Date: 06/27/2024

  Please refer to attached response. Thank you!

  Customer Answer

  Date: 06/27/2024

  
  
  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:04/05/2024

  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.

  Fastwyre installed service to my house promising to bury the cable in my front lawn. I had installation a month ago, cable still has not been buried. I have called numerous times and have received 4 different ticket numbers from Tech Support and still nothing has happened. Tech Support says there is nothing else they can do. I just want the cable buried so I can mow my lawn.

  Customer Answer

  Date: 04/17/2024

  The issue is now resolved. The company has sent some one out and they buried the cable. No more issue.

• Initial Complaint

  Date:03/23/2024

  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.

  This company took over Cameron communications. I think in July 2023 . And failed to tell anyone that they don’t have to have a phone line for WiFi . And continued on billing ppl. Mine was 120.00 a month for just WiFi because of the phone line. Which we didn’t have a phone. Most people these days don’t have home phones they have cell phones. I just found out last week some people are paying 70,0 a month for WiFi. So since July 2023 I have been paying for a phone line. Which I never had a phone. I think ppl should get a refund for all these months. They said no. I would appreciate it if y’all can look into that because that’s totally wrong.