Reviews

Review Details

• Review fromRichard D

  Date: 07/11/2023

  1 star

  Richard D

  Date: 07/11/2023

  I don’t even have the service yet and I am leaving a bad review. Shameful. I was scheduled to get it and they pushed the install date - fine. Stuff happens.
  But then they were 2 weeks out from the new install date and they came out and ran the cable from the box on the corner to my house - ON TOP OF THE GROUND!!!!! How am I supposed to mow?
  Then today they came and buried it, dug up my electric line that went to my shed from under my deck. I have to crawl under there and re-bury it now.
  They left the water hose unfurled after they used it. And get this, they left my gate wide open. If we wouldn’t have checked the gate situation we could have lost our dog.
  This is just plain horrible service.

  Fastwyre Broadband

  Date: 09/01/2023

  September 1, 2023
  
  
  
  Dear BBB,
  
  Fastwyre Broadband verified that the cable was buried on July 11, 2023. We believe this action will resolve the
  customer's concern but remain available to answer questions or further discuss
  if needed. 
  
  
  
  Thank you,
  
  Stacy
  
  
  
  Stacy H******
  
  SVP Regulatory Affairs ? Fastwyre
  Broadband
  
  Office: *************
  
  Cell: *************
  
  sh******@fastwyre.com

  Richard D

  Date: 09/06/2023

  Service was installed but they DID NOT come back and bury the electric line they dug up that powers my shed.

• Review fromAlex T

  Date: 06/10/2023

  1 star

  Alex T

  Date: 06/10/2023

  My internet has gone down for 2 entire consecutive weekends, the last of which it was down for 4 whole days. Every time I called their support, I was told their was nothing they could do as they don't send anyone out in person over the weekend. They also apparently don't know the hours of their network support and have no way of contacting their in-person technicians or seeing their queue. I don't know how this company communicates if they have such little info on their other departments. So far my experience with FastWyre has been comedic at best. Completely incompetent.

  Fastwyre Broadband

  Date: 09/01/2023

  June 14, 2023
  
  
  
  Re: BBB Complaint #********
  
  
  
  Dear BBB,
  
  After reviewing the customer’s account, Fastwyre Broadband
  (“Fastwyre”) determined that the customer contacted us regarding the issue on
  the afternoon of Friday, June 2nd. Following this contact, Fastwyre began
  investigating the issue and ultimately assigned a Technician to be dispatched on
  June 6th. After the Technician arrived at the customer’s premises, they
  replace the customer’s optical network terminal and power supply.
  
  
  
  On June 13th, Fastwyre contacted the customer and verified
  that their service was working well. While Fastwyre believes these
  actions resolve the customer's concern, we remain available to answer questions
  or further discuss if needed.
  
  
  
  Thank you,
  
  Stacy
  
  
  
  Stacy H******
  
  SVP
  Regulatory Affairs ? Fastwyre Broadband
  
  Office: *************
  
  Cell: *************
  
  *********************
  

• Review fromTed G

  Date: 05/30/2023

  1 star
  I'm in the Blackhawk neighborhood and I contacted them in January of 2023 before any installation work was done in our neighborhood. I provided pictures of my lot along with my detailed sprinkler system. I was told by one of their reps that if I did so, they would be able to find a better place for their green pillar that they put in my FRONT YARD!! A lot of Fastwyre people that I spoke with said that "yes" a different location could have been achieved. Everyone from a Fastwyre engineer to the guy playing with the wires in the box. When a Fastwyre rep from Blair stopped by the very day they put the box in my front yard, you should have seen the look on her face when she turned around on my porch to see the poor placement of the box. She ignored my complaint that I had submitted information so that Fastwyre and eX2 (their installation contractor) could alter their installation so that it wasn't placed in the corner of my front yard - completely obstructing one of my sprinkler heads. Who knows what other damage I have to my system. All the rep at Fastwyre did was send me their original installation images with an apology disregarding any previous attempts of working with them to relocate the box. I wish I could add a picture of this eyesore for all to see. They had plenty of time to correct this. Someone didn't follow through with my information or I was simply ignored. The fact is that they don't care, nor will they spend a few dollars to move the box to a more suitable location now that it's been installed. Is it simply that "if they do it for one, they will have to do it for others"? Every situation is unique. Maybe I need to go further up the chain of command? Will this help? Doubt it. BTW we were not notified by mail or by door hanger prior to any work being done in our neighborhood. See KETV ch7 2/7/23. Now with the addition of more companies installing fiber, there will be even more ugly boxes installed in my front yard, instead of a better location.

• Review fromRebecca W

  Date: 05/15/2023

  1 star

  Rebecca W

  Date: 05/15/2023

  For some reason no option to leave zero star review because that is how I feel. Today, Monday May 15, woke up to start my work from home job with no internet service. This is the second Monday in a row and no one seems to really care. Had to take an unscheduled day off last Monday. Is anyone going to reimburse for my lost hours at work? Anyone going to adjust my bill since I was paying for a service I clearly have not been receiving?

  Fastwyre Broadband

  Date: 05/19/2023

  May 18, 2023
  Re: BBB Complaint #75224 - W*********
  Dear BBB,
  After reviewing the customer’s account, Fastwyre Broadband (“Fastwyre”) was able to validate that the customer lost internet access due to system maintenance work on Monday, May 8, 2023 from 5:00 a.m. to 9:00 a.m. and again on Monday, May 15th from 5:00 a.m. to 6:50 a.m. Fastwyre sincerely regrets that these brief events impacted the customer.
  On May 15th, Fastwyre contacted the customer to discuss the issue, apologized about these impacts, and verified that their service was functioning correctly.
  Fastwyre believes these actions resolved the customer's concern; however, we will remain available to answer questions or further discuss if needed.
  Thank you,
  Stacy
  Stacy H******
  SVP Regulatory Affairs ? Fastwyre Broadband
  Office: (720)370-2070
  Cell: (303)********
  s*******@fastwyre.com

• Review fromMarc S

  Date: 04/27/2023

  1 star

  Marc S

  Date: 04/27/2023

  Oh boy. What a mess. I just want to reinstate service that was put on hold for the winter. I can't get hold of anyone that can assist at all. I've been working on this for several days, I'[ll be having guests here in the next couple days. Unfortunately, where I live this is the only internet provider.
  If you have a choice, and I understand the choices aren't great in Alaska, do NOT choose FastWyre.

  Fastwyre Broadband

  Date: 05/04/2023

  Fastwyre Broadband reviewed the customer's account, will contact them to discuss the reported issue and work with them to resolve it.

• Review fromConnie A

  Date: 12/28/2022

  1 star
  Service was stopped due to a death in August. A request for refund was put in then I have asked them 5 times please do this. I have not received the refund but each month they send me a new bill deducting $5 for paperwork. So I guess they just figure they will just whittle away at my balance until they get it all done.

• Review fromAdam B

  Date: 11/29/2022

  1 star
  They left a sign advertising their business in my yard without my permission.