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:03/12/2024

  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 started out having ******** ********* service in 2022 & then the company was bought out by Fastwyre. My internet svc was reliable until Feb. 2024. For the majority of Feb. my internet service continued to cut off several times a day. (Usually between my work hours between 1130PM -8AM). I have always worked from home & I advised Fastwyre that having reliable consistent svc is imperative to me. I called technical support on a Thursday morning and was told the issue needed to be escalated to the level 2 technical support. I would be called back within 24-48 hours. That never happened. That following Monday After 48 hrs. I called & each day after and advised I was unable to work because my internet was not working. I continued to be told to wait for technical support to contact me. After waiting 4 more days, I went into the local office and spoke directly with ****** in level 2 tech support & he told me that he was a supervisor & he would have a tech come out to my home that same day & they would call as well. I reiterated the importance and how I haven't been able to work in the past several days. No one called, nor came out. The next day a tech appeared in my yard & said that he was just given my address by dispatch. He didn't know what the issue was & he didn't have any tools w/him. He also stated he wasn't skilled in troubleshooting dsl, he only worked w/fiber. Another night of work I missed. I then called to get a credit applied to my bill for the month of Feb. I was given the run around & was told I needed to speak with a cus. svc supv. I was told they were not avail. on 3 different occasions & that one would call me back. No one ever did. I again went into the office in person to request to cancel my svc & have a credit applied to my account. I was told the supv should call me back but most likely wouldn't. I need the mo. of Feb credited back & not to be charged for this new month. Since I cancelled service on March 6th & still no supv call.

  Customer Answer

  Date: 03/27/2024

  I have still tried to reach Fasttwyre and they refuse to adjust my bill by saying they can only have a supervisor do it.  However there is never a supervisor available.  They say they will have a supervisor call but they never do.  Now today, I received an automated call stating that my bill is past due and if not paid in 10 days they will report it to collections.  I have excellent credit and I do not want it ruined because this company does not care about doing the right thing.  I cancelled my service wirth them on March 6, and they did not even adjust the bill for that.  I am unsure what to do, because I don't believe they care about their reputation in Nebraska. I know for sure they don't care about their customers. 

  Business Response

  Date: 04/02/2024

  Please refer to the attached response. Thank you!

  Re: BBB Complaint #******** * ***** *****
  
  Dear BBB,
  Fastwyre Broadband reviewed its records and verified that we called the customer on March 20,
  2024; however, the customer did not answer, and we left a voicemail. Based on the customer’s
  cancellation date, Fastwyre will issue a $22.36 credit to the customer.
  
  Thank you,
  *****

• Initial Complaint

  Date:03/08/2024

  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.

   lack of communication and and technical assistance received from this co. 

  Business Response

  Date: 03/12/2024

  Dear BBB,

  Fastwyre Broadband dispatched a Technician to
  the customer's premises on March 5, 2024. While on-site, the Technican met with
  the customer and resolved their issue. At this point, the
  customer's service is working as designed.

   

  Thank you,

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

• Initial Complaint

  Date:02/14/2024

  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.

  Fastwyre took over the only internet provider in the area. They charge us for speeds up to '25' but we never get that and according to the local tech services that consistently come to search for 'problems' we are told there is absolutely no way we are going to get that kind of service with the current system/wiring/format that fastwyre has in the area. If they are going to say this is what they are providing and charging us for, then they need to do so. The structure needs to be updated to match their claim of service availability. We have been calling since the take over regarding the lack of service and are never allowed to speak to anyone over the lowest tech support and it has taken months to get someone to even look at the local lines with that. I have documented at the very least 12 calls since 5/1/23 trying to get help. All to no avail. No one ever calls me back even when I'm told they will. They do not talk with us about refunding money or only charging for what we actually get...which is usually 1 or 2 out of '25' speeds and when they are 'working' on it highest is close to '8'. We must have internet to work, so it is imperative to have this service. We just want Fastwyre to provide what we are paying for. We have also had to buy new routers for our home on multiple occasions because of Fastwyres claim the speed issue was on our part...since proved it is not.

  Business Response

  Date: 02/22/2024

  ****** ***** ** ******** ********. Thank you!Dear BBB,
  Fastwyre Broadband dispatched a Technician to the customer’s premises on multiple occasions and
  during each visit, the Technician verified that the customers service is working as designed. In
  discussing this with the customer, we understand that they would like faster service. However, the
  customer is currently receiving the highest speed Fastwyre Broadband offers in their area. 

  Customer Answer

  Date: 02/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response is not true. They are claiming we are receiving the highest speed...we do NOT receive the speed they claim and charge us for. There have been some visits to our home, but the majority are phone calls from somewhere else where the technician is checking a box a couple miles away and has no way to check the lines from that box to where services are provided. The individuals that would allow our complaint to actually be heard and that need to understand the entire system needs upgraded to in fact deliver what they CLAIM is being delivered will NEVER communicate with us. They are false in advertising what IS ACTUALLY available in our area. The speed they charge for has never been experienced. The simplicity and generalized response from Fastwyre is just that..an overall statement that is trying to cover them but does NOT in any way address the REAL issue or problem. 

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

• Initial Complaint

  Date:12/20/2023

  Type:Order 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.

  Contractors for Fastwyre began installing fiber in Warrensburg last spring. When they reached my house they installed a large box, a smaller box, and a 5' tall, bright orange post in my yard. I was told they would restore my turf. There are currently large bare spots where they dug and no effort has been made to restore the turf. The soil is so compacted the only thing growing where they worked would be weeds including some weeds that I've never seen before. When I inquired about the 5' tall post which is not in a corner or by the edge of the road but closer to the middle of the yard, a supervisor told me he could relocate the post into the large box they placed in the ground. He told me that in front of a city employee, *****. That never happened but I was told I could build a 5' tall fence around it in order to make it less noticeable. I have to shovel soil off the sidewalks where it erodes every time it rains because no effort was made to repair the turf. Weeds will be a major issue in my yard now that they have been introduced and allowed to thrive. I contacted the contractors and the company directly on multiple occasions. They always "escalate" the matter and tell me they will be in touch or it will be dealt with. Then a few weeks go by and nothing happens and I get to spend an hour trying to contact someone else.

  Business Response

  Date: 01/04/2024

  Talk to home owner 1/2/24, the Marker post will be removed as of 1/4/24 restoration will also be done with seed and straw and a follow up this spring to make sure the seed planted.

  Customer Answer

  Date: 01/04/2024

   
  
  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.

  A very polite local contractor contacted me on January 3. On January 4 work was done and I was contacted again stating that there would be additional turf restoration done in the spring (not much can be done this week as we're facing snow on Thursday and again on Monday).

  I appreciate everyone's help in getting this taken care of.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/04/2024

  Please refer to attached response. Thank you!

  January 4, 2024

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

  
  Dear BBB,

  
  Fastwyre Broadband’s vendor contacted the customer on January 3, 2024 to let them know that a
  Technician would be dispatched to their premises on January 4th to remove the marker post and
  restore the yard. Fastwyre confirmed that this work was successfully completed today and verified
  that the customer is pleased. Fastwyre’s vendor will ensure the grass seed germinates as planned in
  the spring.

  
  We remain available to provide support and answer additional questions if needed.

  
  Thank you,

  
  *****
  ***** *******
  SVP Regulatory Affairs ? Fastwyre Broadband
  Office: *************
  Cell: *************
  *********************

• Initial Complaint

  Date:12/18/2023

  Type:Billing 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.

  In 2022, Fastwyre failed to bill us and our online account would not work. I had to call them to ask if I could pay them. They then charged us late fees for non payment, when they had not cashed the checks we had sent.
  We discontinued our services in February 2023 and had a credit on our account. We requested it be refunded multiple times, but just continued to get statements saying we had a credit on the account.
  
  On 12/15/2023 I received a phone call from Fastwyre stating that I haven't paid my bill and that I would be reported to collections. I immediately attempted to connect to customer service where I was put on hold for 6 minutes with music, then the music discontinued and around 3 minutes later the call disconnected. This happened three times.
  
  I would like my credit refunded, with additional amounts that match what they charge for late fees given that they are now 10 months delinquent in issuing a refund of my credit after closing my account.

  Business Response

  Date: 12/20/2023

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

  The customer’s refund of $58.84 will be processed with the next batch of refunds and should be
  delivered to the customer no later than early January 2024. 

  Customer Answer

  Date: 12/20/2023

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

  This refund will be issued 11 months post cancelation of services and after multiple attempts to get the refund. It is also less than the original amount of the credit. I would accept the current amount plus 10 months worth of late fee amounts that would be charged if I were post due on a payment. You have held my money and been able to utilize it and make interest on it over the past 10-11 months. If the situation were reversed, you would expect the amount plus $20 late fee each month. 
  

  If we are not able to resolve this issue by year end, I plan to reach out to the attorney general, FCC, and/or The Nebraska Public Service Commission. It is completely in appropriate to withhold my money for 10 months and attempt to report me to the credit bureau/send me to collections when you are the party that has failed to pay what is owed. This is a scenario that had the potential to ruin my credit and occupy hours of my time to fight, beyond the time I have already spent trying to resolve this issue.

  I look forward to your reasonable response.

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

• Initial Complaint

  Date:11/28/2023

  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.

  Fastwyre took over about a year ago from AT&T and since then we have had service only about half of the time. This is affecting both our internet and phone service. We have been paying for service that we are not getting. We pay approximately $110 a month and it went up recently. We have tried contacting the company one to two times a week to try to find out what has happened. We have asked for reimbursement. There are no other providers.

  Business Response

  Date: 01/02/2024

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

  Re: BBB Complaint #********
  
  – ****** ******* **** ***, Fastwyre Broadband (“Fastwyre”) spoke with the customer on December 20, 2023 and verified that their service was working; however, it had not functioned well for a brief period on a previous night or two. During the conversation, the customer and Fastwyre agreed to monitor the service over the following weekend and the customer noted they would notify Fastwyre of any issues. To the best of Fastwyre's knowledge, no additional issues have occurred. Fastwyre remains available to provide support and answer additional questions if needed.
  
  ***** ****
  
  ***** ***** *******
  
  *** ********** ******* * ******** *********

  Customer Answer

  Date: 01/03/2024

  The workers for fast wire are out here almost every single day for hours. Trying to figure out why we keep losing internet for hours at a time. Sometimes days at a time. The problem has not been fixed. Yes they are working on it but they've been working on it on a month every single day and we are still having the problem. As a matter of fact, today I kept getting dropped calls and could not do any work on the internet. So the problem has not been resolved at all. Nothing has been resolved and we are still getting billed for internet we're not receiving. They keeping close contact with my husband and we know they're working on it and hopefully doing the best they can, but the company is not willing to do what it takes by putting a new lines or anything else in order to fix the actual problem. We've talked to local businesses and are their neighbors and they are all having serious issues.

• Initial Complaint

  Date:10/18/2023

  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.

  On 10/10/23 at approximately 4:30pm - 5:00pm we lost internet connection. I contacted tech support 10/11/23 at approx. 8:15am as the internet still was not working. I was told that there was a "known outage" by the tech support rep and that there "was not an ETA of when it would be up and running again", but that she "would create a ticket" and "have a technician reach out shortly". I never received a call, so I called back in later in the day only to be told by a different tech support rep that there in fact was NOT an outage in our area and that he would have to create an appointment for a tech to come out and check what was going on. On Thursday, Oct. 12, *** (tech) came out at approx. 4:30pm telling me that the "ONT light was missing" which indicates that our line had been cut by a separate company installing their own fiber in our area. He said he would get it to a supervisor and they would get someone out ASAP to get it taken care of. I called 10/13 for an update and 10/16, as well as went into the local office in person only to be told that they would "notify a supervisor" and I would "get a call from someone soon" only to NOT receive a call. On 10/17 I called again, and this time was told that an email was sent to the construction team in the morning for them to come and fix our line and that they would send my phone number to the "higher level" to have them call me. Then nothing. I called again today 10/18, and spoke with the same tech support rep (***** who said that she would again send my info to the "higher level" and have them call me shortly with a status update. Nobody ever calls back. My neighbor has called repeatedly and is being told something completely different than I am with each call. Typically we don't have any problems so I don't like to complain, but I have reiterated each time I speak with someone that our kids MUST have internet for school work and we need it as we work from home part time. We cannot continue to go without internet.

  Business Response

  Date: 10/30/2023

  Please refer to attached response. Thank you!

   

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There was only one technician who showed up on the 12th of October. No internet was ever restored to the property. I was told by ******** on 10/20 that the on call supervisor “****** said he (or he would send another supervisor) that would come out to our home that evening. My husband and I waited in our back alleyway/our garage for him and he never showed up. I called back to tech support and spoke with ****** who placed me on hold. When she came back, she said she “couldn’t get ahold of the oncall ***** but spoke with a technician named ***** who told her that they did come and they need a back hoe in order to fix the severed line”. Nobody ever showed up after the 12th, so that was in fact a lie. Fast forward to Monday morning the 23rd, still no internet for myself or my neighbor(s) but they had a back hoe and a few techs on the block to the east of us, but they did nothing to our block. The internet/cable box is located behind my neighbor to the west’s garage, directly diagonal from the COX cable box that was installed - which is exactly where the line was severed per the tech that showed up on the 12th. So what date and time did you say the techs showed up and allegedly fixed the internet? 
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 12/05/2023

  Re: BBB Complaint #******** – ********* ******* 
  
  Dear BBB, 
  The customer disconnected their service with Fastwyre Broadband on October 23, 2023. As a result, the reported issue is no longer relevant.  
  
  Thank you, 
  *****  

• Initial Complaint

  Date:10/11/2023

  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.

  My internet was down from the middle of June to the second week in August 2023. I had to file a complaint through the FCC in order for my internet provider to correct the issue. While I didn't have internet, I was told by Fastwyre Billing Department that I would have to continue to pay my bill or else it would not get fixed but once it was up and running, that I would get a credit. When I received my August bill (after my internet was fixed), there was no credit. I called and they stated it would be on the next bill. My September bill came, there was no credit. I called the following dates: 9/7, 9/12, 9/15, 9/20. And was told every time that they had submitted my information to ******** who is the only person in the office able to complete credits. I was told on 9/15 by ******, that I still had to pay my September bill or I would get a late fee and become delinquent even though I was waiting on their credit department to fix my bill. On 10/4 I was finally able to speak to a manager named ******* who was going to check into the issue and call me back on 10/5. I never received a call. I called on 10/5 and spoke to ****** who said ******* was out and would not transfer me to another manager or ********* manager. On 10/10, I called and spoke to Joann who told me that I would not get a credit now because it was past 60 days and told me that ********* manager, ***** would call me to discuss. I still have not heard from *****.
  I have been a customer for 7 years and have never been late or missed a payment. I live in rural Nebraska, and I work from home and need internet services. Unfortunately, this is the only hardline internet service that is offered to the residents on my road. I have called every other company as Fastwyre has been a nightmare to work with in the past 4 months.

  Business Response

  Date: 10/12/2023

  October 12, 2023 
  
  Re: FCC Complaint #******** – Jennifer Montag 
  
  Dear BBB, 
  Fastwyre Broadband validated that the customer’s $110.99 credit was issued on October 11, 2023. 
  
  We believe this action should resolve the customer's concern but remain available to answer questions or further discuss if needed.? 
  
  
  Thank you, 
  Stacy  
  

• Initial Complaint

  Date:10/09/2023

  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.

  We built a new home and for the last 3 months have been requesting Fastwyre to come out and get services bored. Our scheduled install on 9/29 was confirmed on 9/26 and I took PTO in order to be there for the installation. After waiting an hour past the 8 AM - Noon window, I called in to their 800 number and was told that the installation had been cancelled. I asked why we got a confirmation call but never a cancellation call and they replied that they reached out multiple times yet both my wife and I, have no missed calls, voicemails, or emails. When I asked for proof of the calls, I was told a supervisor would reach out which again, never happened. They told me our installation was cancelled due to construction not being complete, AKA they still after 3 months have not bored the required lines in. I have reached out directly to **** who is the Construction Manager locally and he keeps ignoring my calls and refusing to return them. It's been over a week and I still haven't received a call from a supervisor to discuss the supposed missed calls, nor has anyone reached out regarding setting up the installation.

  Business Response

  Date: 11/14/2023

  Please refer to attached response. Thank you!

  Business Response

  Date: 12/07/2023

  Please refer to attached response. Thank you!

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: 20713721
  
  
  
  I am rejecting this response because: Fastwyre has yet again not completed the work. I still DO NOT have the permanent line connected. It's ridiculous that it's been 2 months since a formal complaint has been filed and 5 months that I've been in contact with them to get this service completed, yet they still can't complete the simple task of a complete installation. Somehow Fastwyre thinks I as the home-ower am supposed to connect their fiber line myself apparently, because all they have completed is running the line down to the house from the road and leaving a coil of wire sitting there without actually making the connection to the house. Until I have the permanent fiber line connected and I am receiving signal through the line, I will not consider this issue resolved and don't understand how Fastwyre can consider it resolved either. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/02/2023

  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.

  I changed internet provider in January and fastwyre owes me 160.67$ I have called them like five different times and I get the same story that they are requesting a refund for me but I never get it help me please

  Business Response

  Date: 10/06/2023

  October 6, 2023
  

  Dear BBB,

  The customer's refund is being processed this week and will be mailed by the end of next week.

  Please let me know if you need any additional information.

  Thank you,

  *****

  Customer Answer

  Date: 10/17/2023

   
  
  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,
  
  
  
  ***** ****