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:04/06/2023

  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.

  We terminated our service with Fastwyre Broadband ** ****** in Sept of 2022 (acct ******).  When this was done, we provided our credit card to pay any remain balance, yet we continued to receive invoices and charges.   Our credit cards indicate the following payments to Fastwyre as as follows: 8/18/22:  $****** 9/8/22: $****** 10/19/22: $******. An invoice dated Nov 1, 2022 was sent to our old address, forwarded by the USPS to our new address, and indicated that there was a credit balance of  $****** due to us.  I called customer service in Jan to request the refund (after continuing to receive invoices noting the credit that were sent too our old address and forwarded to our new address by the USPS).  The service agent asked that I write an email, which is at the start of this email chain.  She said it would take one cycle to process that refund and to update our address. The Feb bill was sent to our old address, forwarded by the USPS to our new address, and still had the credit noted.  The March bill was sent to our old address, forwarded by the USPS to our new address, and indicated that the refund had been issued.  We had not received the refund. I emailed again in both Feb and March, and received no response.  I called customer service in March, was told that the address had not been updated and that the check was likely in the mail but she did not know for sure if it had been sent.  The service agent then updated the address and said she would investigate the check.  I never heard back. I called again on April 5, 2023 to follow up. The service agent confirmed that the address was now changed in the system and noted that that check was mailed in Feb.  She said she would file the form to have this looked into further. Fastwyre has responded not responded to my three emails, I have had to call at least three times. Wee still don't have our $****** we have requested since January, and was owed before that time. We expect the refund now. 

  Business Response

  Date: 04/17/2023

  Please refer to attached response. Thank you!

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company has not yet reached out to me nor has a refund check been received. 
  
  
  
  Sincerely,
  
  
  
  Erin ********

  Business Response

  Date: 05/04/2023

  Please refer to the attached response. Thank you!

  Customer Answer

  Date: 05/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have yet to receive the refund I have been requesting since January.  This issue has will only be resolved when I have received my credit owned. 
  
  
  
  Sincerely,
  
  
  
  Erin ********

• Initial Complaint

  Date:02/11/2023

  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 discontinued my service with ******** ********* (now Fastwyre) in June 2022. They continued to bill me through autobilling. In August 2022 I called. At that point the autobilling stopped, and I was told I would have a refund in 8 weeks. On October 31, 2022 I called to report that I did not receive the refund. After 6 calls with no updates, I went into their offices on November 7, 2022. I was told I would have a check within a week. I have yet to receive the refund, which is for $******. I have attempted to contact them and get resolution 7 times since then to no avail.

  Business Response

  Date: 02/22/2023

  After reviewing the customer's account, Fastwyre regrets that it did not timely respond to the customer's refund request. Fastwyre will contact the customer to discuss the resolution of this issue and provide an appropriate refund. Fastwyre believes these actions will fully resolve the concern raised.

• Initial Complaint

  Date:12/20/2022

  Type:Product 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 had canceled service with this internet servicer in September timeframe, after I had sent the check for the bill for September. We switched carriers due to service issues. They sent a statement showing a $***** credit, we have never received a check for this credit. The next 2 statements showed where they took $***** off of our credit for charges that were not even supposed to be there due to us cancelling. The last statement shows a $***** credit and we still have not received a check. I have emailed them and called twice with messages saying that they owe us money. We still have not received any notice or phone call from them to settle this dispute. Our account number is **********, invoice number ******. Also when we called to cancel service their system was down but the person helping me said it would be taken care of and they disconnected us the following day.
  

  Business Response

  Date: 02/14/2023

  Business Response /* (1000, 17, 2023/01/20) */
  After reviewing the customer's account, Fastwyre regrets that it did not appropriately respond to the customer's credit request in September 2022. We completed internal coaching to ensure this type of issue does not recur.
  
  We discussed the resolution with the customer, provided appropriate credits, and apologized for any inconvenience the issue may have created. Fastwyre believes these actions fully resolve the concern raised. Please let me know if you have any questions or would like to further discuss.
  
  
  Consumer Response /* (3000, 19, 2023/01/22) */
  I did read the response and as of today I have not heard from Fastwyre about any credit or any response from them like they said they did. I can wait till next week and let you know for sure if I have heard from them.

• Initial Complaint

  Date:11/21/2022

  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.

  I believe I first noticed "bouncing" on my internet on 3 Nov 22. Speed would vary from the 21Mbs that I was paying for and 30KBs...(21 MILLION vs 30 THOUSAND...for all intents and purposes dead) It would also drop out totally. I filed an on-line complaint and a tech called me the next day and we decided it was probably their equipment. I went to the central office in ***** and got a new modem. It didnt fix the problem. Over the weekend it continued to bounce. i have made numerous calls to complain and ask for status and have been basically stonewalled each time. I believe it was the 7th when a tech called to say he was here to look at it. I informed him that within seconds of his call I'd hit speed.met and my speed had returned to a little over 20MBs. We decided together that he probably wouoldnt find much, and agreed to keep the circuit in a monitor status. Over the next week it was up and down, and continues through today. Thursday the 17th, it appears that someone finally put a ticket through to the tech, and on 18 Nov someone told me it had been put in the techs que at 628am. Since then, nothing. I've made numerous calls (Oh yeah, their call tree is broken...it puts one in an endless loop) Soeone at customer service agreed to elevate via email to a supervisor at 10 this morning. I've not heard a thing from them. Going on 3 weeks of sub par service. im in the country and cell service is weak at best, so my phone works through wifi. ************************************************************************************************************************************* i have numerous interests, both hobby and financial that rely on the internet. I get a lot of "oh, we're sorry" but no action. Please assist.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/11/30) */
  After reviewing the customer's account, Fastwyre regrets that it did not appropriately respond to the customer's request on November 4, 2022. We completed internal coaching to ensure this type of issue does not recur. In response to the customer's contact on November 14, 2022, Fastwyre dispatched a technician who resolved the issue and verified the service is working as designed. No additional troubles have been recognized by or reported to Fastwyre.
  
  We discussed the resolution with the customer, provided appropriate credits, and apologized for any inconvenience the issue may have created. Fastwyre believes these actions fully resolve the concern raised. Please let me know if you have any questions or would like to further discuss.

• Initial Complaint

  Date:11/07/2022

  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 am unable to recall when the switch to Fastwyre took place. I do remember that I was paperless before the switch. My issue is with the fact that they took it upon themselves to switch back to a paper statement and then charge you $**** for a paper convenience fee for a service that I never requested in the first place. This is deceptive billing at its core. . Making matters worse it requires an act of congress to log into there website to make the change to paperless. No service that has a fee should be added to a bill unless requested by the customer. **************************************************************** I fully expect a full refund for at least the last three months and somehow someone should switch me back to paperless without any effort on my part as I never requested the change in the first place.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Contact Name and Title: Stacy ******* SVP Reg Aff
  Contact Phone: **********
  Contact Email: *********************
  After reviewing the customer's account, Fastwyre verified that it was e-billing prior to our recent system conversion. As such, we re-established e-billing and credited the customer for the October and November paper fees that were charged. We also contacted the customer to discuss the resolution of the issue and apologize for any inconvenience it created. We believe these changes fully resolve the concern raised. Please let me know if you have any questions or would like to discuss further.
  
  
  Consumer Response /* (2000, 7, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/08/2022

  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.

  FYI American Broadband changed their name to Fastwyre Broadband recently in case you don't know! My complaint is two pronged. 1) This summer American Broadband cut my ************ Phone Line while installing a fiber optic line to my home that I didn't even consent to installing while I was away from home. I was without landline service until ************ repaired it. I have photographic evidence and additional information from the city government! 2) Fastwyre mailed my October statement now starting to charge me $* monthly to mail my bill! That is an outrage a name change and a paper bill fee suddenly occurs! In consideration of their ******** customer service history completely unwarranted. 3) Recall that I have previously filled complaints against this ******** company for other issues over the years for their poor service. Yesterday I went to their local office alerting Kelly and Jason to my demand to get a paper bill for free as always. I don't want an electronic bill, ******************* I demand paper, which also helps support the US Postal Service's viability! If Fastwyre still chooses to pursue charging me for bill mailing, then I want them to compensate me with a more that offsetting lifetime penalty moving forward of $** per month for cutting my phone line this summer.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Fastwyre Broadband did upgrade Mr. ******** internet service from coaxial cable to fiber optics a few months ago, as part of a system upgrade in his neighborhood. The cut telephone drop referenced in the complaint was not reported to Fastwyre Broadband until October 7, 2022. At that time, the drop had been repaired by Mr. ******** telephone provider.
  
  Paper bill fees have been standard practice for quite some time with many utility companies. Fastwyre Broadband offers a customer portal online that gives customers easy access to billing statements, payment history & service selection. The paper bill fee is charged to offset the cost of printing & mailing the statement. Notification was given on the September 1, 2022 invoice of the fee implementation with instructions on how to set up an online account and avoid the charge.
  
  Fastwyre Broadband does appreciate Mr. ******** business and in consideration of ** years of doing business with us, a courtesy credit of $* monthly will be applied to the bill starting with the October 1st bill for the next 12 months.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  ************************* cut phone cable involved an unwanted "installation". Tell the truth, the fiber option cable is not connected! This is my second complaint this year! The previous one was on their botched billing campaign that also didn't live up to their promises of a seamless transition. The paper bill they have tried to institute of $* is clearly an exorbitant tactic to pressure customers to paperless billing. Their assertion other utility companies do this is false! I don't believe they qualify to be called a utility. They indicate ****** years of my using their service when most of those years they were a monopoly in the community. In consideration of this I demand more. By now my free paper billing should be a lifetime grandfathered accommodation, *****************************************************************************! Additionally BBB complaints have shown me not only FastWire carelessly slashed my phone line, ************************************************! I demand restitution for cutting my phone line which would set a good incentive for defect prevention in the future.

• Initial Complaint

  Date:10/06/2022

  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.

  We moved to ***** and got ABB in December 2021. It was going great until randomly they stopped pulling out my fiancés auto payments. We didn't think anything of it at the time so we called and "fixed" it. Once again, it happened a few months ago. Literally nothing changed, none of his account numbers or anything. He called and reset it up AGAIN. Was working fine. Until about a week ago where we FINALLY got 3 bills in the mail (all on the same day) and we owe nearly $***????? because his autopay randomly stopped working again?? I don't understand how autopay just stops working REPEATEDLY. It's getting ridiculous. Not even going to bother to call because I know I will wait on hold, reset the auto pay up, get hit with more fees for god knows what and then suddenly it'll stop working again. Also charging people $* for paper bills? What?????? That is ridiculous. **************************************************************************************************************************************************************************************.
  
  *********************************************************************************************. We are definitely going to give ************ a call and most likely switch over to them just like everybody else around here.
  
  Either they call us to sort this situation out again or we cancel our service. ****************************************. I don't have the time to go in nor wait on hold for an hour.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Due to the confidential nature of the response to this complaint, Fastwyre Broadband will respond directly to the complainant via email.

• Initial Complaint

  Date:09/24/2022

  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.

  american broadband hired a crew to put in new fiber optic lines where the crew has damaged my front yard with there digging not returning yard back to the way they found it. but not only that they had removed 2 maybe 3 of my property pins. i have been emailing them and calling them about about haveing the property pins replaced by and reputable survey company and to move there hand hole as my property now has 2 of there hand hole and pedistools on my property and a handhole from ************************* as i need to do gradding work to fix my front yard from the damage done by there contractors. there has still been nothing done to resolve this so i am involving you and the city council due to the fact that i should not have to pay $*** plus dollars to have the pins put in when there crews removed them.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/06) */
  An American Broadband manager visited the residence and spoke with the property owner directly. There are vaults and pedestals on each corner of their property. The 4 main complaints are listed below. An agreement was reached that satisfied their needs.
  
  1) Property pins were removed when doing the main line next to the road. ABB will schedule a surveyor to re-install the property pins.
  2) Vault is at lawn grade, and they want it at sidewalk grade. ABB will re-set vault to sidewalk grade next to sidewalk. It was explained that the vault is in the utility easement but ABB will take care of his concern.
  3) Wanted lawn re-graded from sidewalk level a few feet with slope to height of existing lawn and reseeded. Homeowner agreed to complete the dirt work and reseed the lawn themselves.
  4) The subcontractor was told they did not want a drop installed to their residence and the sub would not take no for an answer. The resident owner called the police and eventually the sub left the area without installing the drop. The American Broadband manager will speak to the subcontractor directly because that is not acceptable from anyone working on ABB jobs.
  
  A surveyor has been contacted and will replace the property pins within the next two weeks. The property owner was ok with that timeline.
  
  
  Consumer Response /* (2000, 7, 2022/10/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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.

  American Broadband has dug holes in three areas on my property to lay fiber lines. Orange cable marker lines clearly indicate that a cable line was drilled through my septic system lateral lines. I have called American Broadband over 10 times and have spoken to multiple people (Tammy, Pat, Mike, Jason, and Sandy) requesting that I speak with a person about why this cable line was drilled through my septic system. I've spoken with a supervisor Jeff who said that a contract individual by the name of Jeremy **** was in charge of laying the line. I've asked Jeff repeatedly to have Jeremy call me or meet with me to discuss and he has never followed through with this request. I need someone to meet with me to explain why a cable line was drilled through my septic system lateral lines and have it removed if necessary. Damage to my septic system could potentially cost thousands of dollars so this needs resolve immediately. Any assistance you can provide is greatly appreciated.