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:09/11/2023

  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.

  On Wednesday, September 6, 2023, my property lost internet connectivity. I contacted Fastwyre to see if it could be fixed remotely by a support technician. After they ran an analysis on the system, they reported that my ONT(Optical Network Terminal) was "missing" and they would need to send a tech to fix it. I have called back numerous times since then asking when a tech could be scheduled to repair the system, to which support couldn't give me a date or time. None of the contact numbers connect to a local office, and support can't connect me to them. Every time I call I'm told that the ticket is a "high priority" and that it is noted to call my number as soon as possible. I have yet to recieve any sort of attempt to contact me. If I were called at any point, this wouldn't be a issue.

  Business Response

  Date: 09/19/2023

  Please refer to the attached response. Thank you!

• Initial Complaint

  Date:08/11/2023

  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.

  City of Bellevue NE entered into contract with Fastwyre for fiber optic. NO notice was given to residents until the complaints started coming in. Fastwyre was to put out letters and door hangers for upcoming work. Those came after the backhoes' were in the yard already digging. Communicating with the phone number only got you lip service from Troy. Long on promise with Zero results. Several times was to have e-mailed documents. Didn't happen. Several times stated was in the area and would be right over. Never happened. This all started on February 9, 2023. Now August 11, 2023; still no contact or resolution for fixing the fence or sprinkler head. This work has been contracted out and completed. Two area's were backhoe dug up yard will need to be sodded. (~200 sq ft) Their crabgrass replacement seed is not acceptable. Homeowner currently waiting for more conducive weather to complete.
  Most recent contact was with a ******, June 19, 2023. After explaining what has occurred, she said she didn't believe they were responsible, but would contact those she believed were. To date, not a word.
  Thank you BBB for your service. Just wish City of Bellevue would have consulted your website prior and/or during the vetting process.

  Business Response

  Date: 08/22/2023

  Please refer to attached response. Thank you!

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As noted since the complaint was filed, there were several issues noted.  To date, the only reimbursement has been for sod.  What took them hours to destroy, has been a longer process to fix.  I'm not dropping all my duties to fix to satisfy Fastwyre or eX2.  Previous note indicated once complete, I would bill Fastwyre.  That is where this complaint stands at this time.  
  
  
  
  Sincerely,
  
  
  
  Joe Eaton

  Business Response

  Date: 10/11/2023

  Fastwyre Broadband and eX2 swill be ready to respond to the customer's invoice submission when they are ready. Thank you!

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 entered our neighborhood and installed their internet network using everyone’s private property. For some select houses, they installed a large, ugly green box rather than a small cover that remains flush with the lawn. We were one of the unfortunate properties to receive that ugly green box, which lowers our home’s value.
  
  A Fastwyre technician was on our property today (07/13/2023) working on the unsightly, large green box that was installed on our property without our permission. Once the job was complete, he left litter on our lawn. The ugly green box on our lawn is identified as number 724 2-9. The litter is clear plastic packaging with serial numbers on it (likely for packaged wires). I have photos of the litter and a video of the technician working today.
  This is absolutely unacceptable. If a private company invaded private property to solely benefit their company’s profits, and then leave litter all over the place, we want that box removed and for our property to have a flat cover that is flush with the lawn instead of a tall box. We want our property value back. I would like Fastwyre to take responsibility and provide me with a date as to when they will replace that tall box.
  Thank you,
  Anita

  Business Response

  Date: 08/15/2023

  Please refer to attached response. Thank you!

  Business Response

  Date: 09/01/2023

  Dear BBB, 
  Fastwyre Broadband determined that the pedestal is correctly located within the right-of-way and that it will not be relocated. As previously noted, Fastwyre dispatched a crew to the customer’s location to place dirt, grass seed and matting around the pedestal and any place along the running line that appear to have been impacted by the installation. During this visit, the company also ensured that any liter was removed. 

  Thank you,

  *****

  Customer Answer

  Date: 09/15/2023

  Hello BBB,

  Thank you for all your effort trying to mediate the damage Fastwyre has done to our property. 

  The last time BBB had forwarded me Fastwyre’s response, I made sure to indicate that they had not resolved any of the issues. I am now quite concerned with the latest email I just received that says this complaint will be labeled as  "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." The company has NOT addressed the issues and even took credit for our neighbour fixing the grass that Fastwyre destroyed, claiming they had done it themselves. 
  Please close this case as the business did not address the complaint and consumer is dissatisfied. I am happy to explain further if needed, and can do that by phone or email.

  Thank you for all your help,

  *****

• Initial Complaint

  Date:06/15/2023

  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.

  have paid my bills since they took over (2 accounts).
  past due notices for both accounts.
  have sent coppies of canceled checks,(front and back) and talked to reps several times.
  told it would be resolved for month, but it has not.
  ******* seems to be the one in charge, spent considerable time talking with her.
  she has not responded to my latest e-mails and calls.

  Business Response

  Date: 07/06/2023

  Please see attached response. Thank you!

  After reviewing the customer's account, Fastwyre determined that it did not appropriately manage
  this issue. Fastwyre is in the process of aligning the customer’s accounts and will contact the
  customer to discuss the resolution of this issue.
  
  Please let me know if you have any questions or would like to further discuss.

• Initial Complaint

  Date:06/06/2023

  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.

  Before they came we received a door hanger saying that they would respect our property and yards. They promised to fix and replace anything that they disrupted or damaged during their prosses. They knowingly left my yard and others in my neighborhood a mess and did not replace the sod they tore up.

  Business Response

  Date: 06/09/2023

  Please review attached response. Thank you!

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service 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 have contacted Fastwyre multiple times over the past 12 months asking to be contacted. I've used email, ******** *********, ****** reviews, phone numbers Fastwyre tells me to use. NOBODY EVER RETURNS MY CONTACT REQUEST. I keep getting told to use the same method I've been using. I want to discuss removal of an unused pedestal in my yard.

  Business Response

  Date: 06/06/2023

  Please refer to attached response. Thank you!

  Customer Answer

  Date: 06/06/2023

  
  
  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.

   

  The tech that called me was very personable and explained everything fully to me. This issue should have never reached the level of a complaint to the BBB but due to their long term lack of communicating to my inquiries i was left with no choice. Hopefully a lesson has been learned. 
  
  
  
  Sincerely,
  
  
  
  Bob ******

• Initial Complaint

  Date:05/10/2023

  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.

  A broken water pipe was. Discovered at the location of our internet connection location equipment was water damaged and we immediately filed a ticket to have the issue resolved ASAP during next business day on 05/07/2023 ticket number was issued and calls from 05/08/23 to 05/10/23 have gone unanswered no resolution and no replacement or assistance was offered no call backs or service scheduled for a technician to be dispatched were scheduled at all. I work from home so no internet and no help or answers to resolution every call came with no answer fastwyre said it was a priority it's been close to 72 hours with any answer or hope for technical help

  Business Response

  Date: 05/16/2023

  Please refer to attached response. Thank you!

• Initial Complaint

  Date:04/25/2023

  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 "fired" Am Broadband because of ***** customer support and poor quality of signal back in February. I had an overpayment on my account of $*** bucks, but waited patiently for the next billing cycle to see if it would come...it didn't I made my second followup call today and was told they'd "make an exception" to their "policy" of waiting for 90 days before they'd request (REQUEST, not ISSUE) a refund. And if approved, it could take 2 to 3 more weeks for the refund. My experience in the past has been situations like his point to financial troubles...Hope to get my $ before Karma catches up with them...
  I posted this complaint on the ***** area ******** **** *** ****** ** **** ** *** *** ** ******* *********** **** ***** ******* ** ** * **** *** ***** ******* ** ********** **** * ******* ** *** ***** ******** ****.

  Business Response

  Date: 05/03/2023

  Please refer to the ******** response. Thank you!

  Customer Answer

  Date: 05/03/2023

  
  
  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.  As my situation was not unique, I believe it incumbent on Fastwyre to develop and implement procedures to prevent future complaints.  **** **** **** *** **** ******** **** **** ***** *** ****** * ***** ****** **** ******* ************  

  
  
  
  Sincerely,
  
  
  
  Kenneth *****

• Initial Complaint

  Date:04/11/2023

  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.

  After ********* was bought out by Fastwyre in the Fall of 2022, I have been trying to reach Fastwyre to set up my account and pay my internet and phone bill. When able to, I have left voicemails hoping to connect with someone to create an account, however on most occasions, the number is unable to connect me with neither a representative or a voicemail option. I have responded to the paper bills that have been sent to my house hoping to have my credit card information updated and therefore pay my bill using the original autopay which I used for *********. I have received no verification or response from Fastwyre using that method either.
  If I had other options for internet where I live I would ABSOLUTELY be using another carrier. As it is, this is the only option we have and so would just like to have my account updated and verified so I can pay my bill.

  Business Response

  Date: 04/18/2023

  Please refer to ******** response. Thank you!

• Initial Complaint

  Date:04/10/2023

  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.

  I stopped my Internet service with Fastwyre in September 2022. There was a small credit on the "final" statement, which I expected to receive within a month or two. Instead I kept getting statements that payments were being credited to my account and I had made no payments. I emailed the company several times and called several times. I made it clear I had made no payments, my account should be closed and I should get a credit amount issued to me. I got the run-around every time I called and no responses to the emails. Last time I called, a week ago and spoke to supervisor Crystal, I told her I wanted my refund check that week or I would report them to the BBB and FCC for starters. Beyond frustrated and now angry about this. They need to get the account corrected, issue a refund check and close my account. I work for their competitor in town and will not be going back to Fastwyre ever. I don't recommend anyone else uses their service either. VERY poor processes and customer service. 0 out of 5 stars.

  Business Response

  Date: 04/21/2023

  Please refer to the attached response. Thank you!