Complaints

This profile includes complaints for WiLine Networks, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WiLine Networks, Inc.

  104 Carnegie Ctr Ste 201 Princeton, NJ 08540-6232

• 

  WiLine Networks, Inc.

  15 Roszel Rd Ste 106 Princeton, NJ 08540-6248

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:06/06/2025

  Type:Billing 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.

  In 2015, I signed an 18-month business internet service agreement with WiLine Networks, Inc. for a non-SLA asymmetric backup internet service. No updated contract or reauthorization has been signed since that time. The service failed both times I attempted to rely on it during outages.
  
  On May 23, 2025, I provided written notice to WiLine terminating the service and revoking authorization for future billing. WiLine representative Thomas N. responded that the contract had auto-renewed and refused to accept my cancellation unless I paid an early termination fee or signed a new agreement. I replied the same day reiterating my termination and explicitly stating that no further charges were authorized.
  
  Despite this clear written notice, WiLine processed an unauthorized charge to my credit card on June 1, 2025. I immediately disputed this charge in writing with WiLine, and they have not responded further.
  
  I believe WiLine’s conduct — refusing to honor a clear cancellation, relying on indefinite auto-renewal terms without explicit reauthorization, and charging my account after revocation of consent — violates fair business practices and California consumer protection and auto-renewal laws.
  
  I am seeking a full refund of the unauthorized charge, cessation of any further billing, and written confirmation of account cancellation.

• Initial Complaint

  Date:03/04/2025

  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.

  We have had multiple issues with Wiline and their inability to keep their own facts straight. To begin, wiline originally sold us a shared network, asymmetrical 500/50, like a normal house line. Wiline doesnt offer this anymore and our own account manager confirmed that she doesnt see the upgrade on our file. They upgraded us when they dropped the asymmetrical service as an offering and no one contacted us about it. Price upgrade of course included.Since then our pricing just keeps going up and up and ***** 2023 we were paying almost $900, by January 2025 we're now being charged almost $1400!With no increase in service level and continuous poor customer service!Each time we request information on our account, we are given different information. Start and end dates of contracts change, amounts fluctuate, even the departments we need to contact for answers change between emails about the same question.We requested to transfer service to our new location in December, instead they opened an entirely new contract, and now, come to find out, they have been charging us for BOTH the entire time. We are a small business. We are being taken advantage of. Every single person we've spoken with has either lied outright, or deliberately provided misinformation. We requested a payoff quote for a voice line we dont use. We were given one number, then invoiced a different number. That was paid in full and we requested the service be ended immediately. It is STILL active. This company is a scam. They may offer a service, but their real business is taking advantage of people. All we want is to end our contract and be done with them, but they are insisting we pay their highly inflated termination fees for the remainder of the contract even through all of the horrible customer service and dropped signal last year.

  Business Response

  Date: 03/05/2025

  Dear ****,

  Thank you for reaching out. We appreciate your continued support and understand that any cost adjustment can be a concern.
  As outlined in our terms and conditions, a change of address requires a new contract, as pricing is determined based on the term and location. When we facilitated your move, a new agreement was provided, which was reviewed and signed before taking effect. Unfortunately, transferring an existing contract to a new address is not possible due to these factors.
  We value your business and aim to provide the best possible service. If youd like to discuss your current plan or explore available options, wed be happy to assist. Please let us know how we can help.
  Best regards,

  ****

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 23020220
  
  I am rejecting this response because: We accepted the new contract at the new site, in spite of the predatory nature of the policy. We did NOT agree to the company double billing us, changing contract dates, providing incorrect information, providing terrible and aggressive customer service, or being involuntarily moved from a standard business line to a dedicated line. Additionally, the dedicated line has also gone down multiple times in the last year and the service level provided has been subpar at best. 
  
  To re-quote our email to the company this morning;

  "We are requesting at this time for your company to mark any remaining contracts with us as null and void and remove us from your contact list entirely.
  
  ATT's highest Fiber price in our area is $285 a month, we will be happy to pay $4000 to end our contract with you.
  
  Considering the connection quality, and customer service level we have received, we consider this more than fair."
  
  Regards,
  
  **** *******

  Business Response

  Date: 03/05/2025

  Dear ****,

  Thank you for reaching out. We understand your concerns regarding the cancellation of your contract. As per our terms and conditions, all contract termination requests must follow the outlined procedure to ensure proper processing.
  To proceed with your cancellation and the early termination fee assessment, please submit your request in writing to our Contracts Team at ************************************* This will allow us to process your request correctly and provide you with the necessary next steps.
  If you have any further questions or require assistance, please let us know.
  Best regards,

  ****

   

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 23020220
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 03/11/2025

  
  Complaint: 23020220
  
  I am rejecting this response because:
  
  As of this morning, it has been over two weeks since we requested the voiceline be deactivated and it is STILL active. No updates from management. Continued poor customer service.
  
  Regards,
  
  **** *******

  Business Response

  Date: 03/21/2025

   

  I was working with this customer and can confirm they have rejected all options provided from the contracts team to help reduce their costs. This customer recently signed new contracts in January to relocate their services and is now upset we are holding them to their current contractual obligations. My last contact was made last week where I asked for them to provide confirmation they wish to pay the current early termination fee for voice services, as they requested them canceled. We in contracts are still waiting on a response from the customer. So as you can see the Wiline Contracts Team have not received the request in writing to date.

   

  
  

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23020220
  
  I am rejecting this response because: Everytime we have requested contract information since January they have given us different information. Dates are inconsistent, prices are inconsistent, addresses are inconsistent. They have also now, after confirming the early term fee as $14k, have INCREASED the early term fee to $44k! Fourty Four THOUSAND. We did not agree to be upgraded from an asymmetrical line to a dedicated line. We do not need a dedicated line and have never needed a dedicated line. We are not getting any value from the money that is being spent. They have STILL not repaid the double billing as we have requested. We did NOT request a credit. We requested that our funds be RETURNED.

  They confirmed the early term fee for our voice line, accepted the payment for the early termination, reconfirmed that that would be the FINAL payment for our voiceline, then refused to disconnect the service. They are now claiming that we owe even more to disconnect the line, a voice line we havent used in over a year.
  
  There has been no attempt at cost saving, as their only options presented were to increase our contract term with them. They continue to receive the same amount of money and we are stuck with their horrible customer service for an additional 36 months.
  
  Regards,
  
  **** *******

  Business Response

  Date: 03/28/2025

   

  Thank you for forwarding the below and with regard to the customers comments, they were addressed on 03/14/2025 where the customer was informed of all current early termination figures for services and offered assistance from contracts to help with replacement agreement terms. The customer has not responded once since this last communication was sent on the 14^th and prior to this communication stated they would not work with the contracts department on any options to replace their existing obligations. We in contracts would be happy at anytime to continue to help this customer and offer possible solutions if they are open to working with our team. 

   

  ******

• Initial Complaint

  Date:01/12/2025

  Type:Order 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.

  WiLine had been our internet service provider for our business since 2020. For our business, ******* *** *** * ******* **** *** ******* ** *****.
  On July 28th 2022 I emailed Paul S****** *********************** where I said, "Hi Paul, let's do the 12 month option". WiLine offer's customers discounts when they sign up for longer service agreements. The monthly rate would be lower if I signed up for a 12 month agreement vs going month to month & even lower if I did a 24 month agreement & so on. I was clearly only interested in doing a 12 month option when I wrote to Paul.
  
  The reason I never did a longer agreement is we opened the business at the start of 2020, COVID, and our lease on the physical space ended in 2024 so we never wanted to sign an agreement for too long in case we didn't make the ever changing landscape with Covid.
  
  So just before 12/31/2024, I emailed WiLine to let them know we were cancelling service due to use closing the business and no longer being inside of the physical space. Seemed pretty straightforward to us.
  
  The response from WiLine has unfortunately been predatory. They are attempting to extort us and after reading google reviews it seems this is common practice for them.
  
  They are saying we owe them over $4000 for future internet service.
  
  In 2 years our price has doubled from $270-$542, which we figured was going up so much due to no longer being under contract after the 12 months.
  
  At the time of our agreement in August of 2022, we agreed to 12 months at $270 per month. That is all we intended to sign up for. We figured we were on a month to month after the 12 month agreement.
  
  On the document I signed, there is no breakdown on cancellation options anywhere. It does not state how to cancel or that there is an early termination fee or certain amount of days required to terminate. Literally nothing about cancellation or termination. So when were we supposed to have cancelled?
  
  The response has been dreadful from WiLine.

  Business Response

  Date: 01/13/2025

  Dear *******,

  Thank you for reaching out to us regarding your concerns about the terms and conditions associated with your contract. We value your feedback and appreciate the opportunity to address your concerns.
  Upon review, we note that the contract you signed clearly referenced the applicable terms and conditions, including the website address where they are published. This reference was provided in close proximity to your signature field, ensuring transparency and accessibility at the time of signing. By signing the contract, you acknowledged and agreed to those terms and conditions.
  We take great care to ensure that all our agreements are presented in a clear and accessible manner, and we strive to maintain a fair and transparent process. If there are specific aspects of the terms and conditions you would like to discuss, we would be happy to review them with you to address any misunderstandings or clarify further.
  
  Thank you for your understanding and cooperation.
  Best regards,

  Gill

   

• Initial Complaint

  Date:10/25/2024

  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.

  From the outset of our contract, we encountered problems. Just one month into the agreement, WiLine imposed an unannounced rate increase, and the situation only worsened as time went on. One particularly frustrating example occurred on September 27, 2024, when we received an unexpected adjustment to our bill covering the period from September 1st to September 27th Internet: +12%Phone: +12%Local Access Fees: +10%Just a few days later, on October 1st, another round of unauthorized increases was applied, compounding the financial burden. Between September 1st and October 1st, 2024, the following drastic changes were imposed without any notice Internet: +56%Phone: +12%Local Access Fees: +114%These frequent and significant price hikes, all implemented without the required 30-day advance notice, clearly violate the terms of our agreement. Over the course of our contract, these unapproved rate changes have caused serious financial harm to our business. Below is a summary of the total price increases over time:November 1, 2021 to October 1, 2024:Internet: Increased from $230 to $555.32 (over 141% increase)Phone: Increased from $60 to $104.12 (over 73% increase)Taxes: Increased from $25.81 to $124.64 (over 383% increase)Additionally, we endured over two years of substandard service, due to what WiLine termed a "bottleneck," while continuing to pay for services that fell short of our business needs. We filed complaints with the Better Business Bureau (BBB), FCC, and ****** Reviews, but WiLines response was inadequate and dismissive. We are listed as *** *. in the BBB exhibits included in the case.Despite our best efforts, including sending numerous emails over the last three years to every contact at WiLine we could find, our issues were consistently ignored. The result has been thousands of dollars in unjustified overcharges and months of poor service. As of today 10/24/2024 they have also threatened to terminate our service one week before our contract ends.

  Business Response

  Date: 11/05/2024

  Dear *** B,

  Thank you for your patience while we review your case. I wanted to inform you that your concerns have been escalated to upper management for further investigation. We are actively looking into the matter and will get back to you shortly with our findings.
  We appreciate your understanding and will keep you updated on the progress.
  Best regards,

  ****

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  I had both of my internet and voice services provided through Wiline for my business The **** House for a 3 year contract. I am now closing my business so could not sign another contract with Wiline and they would not do a month-to-month contract with me. I therefore decided that for the last few months of my business I would have my staff use sim cards on our cell phones. I still wanted to keep my phone number and phone service so I signed a 6-month contract for voice with Wiline on 6/21/2024. However, soon after that time, our phone stopped working. I called and got a service ticket and a technician came out to see what the problem was. It turns out that they cannot provide me with phone service without internet (theirs or any other service we had). I had told the sales person whose contract I signed what was going on and my internet solution for the end of my business and he still had me sign the contract. The technician said there was no way to provide the service. I have not had phone service since that time but they continue charging me the monthly fee which is $59.45. I have contacted the company and the sales *** multiple times telling them the situation and all I get back is that I signed a contract and would have to pay the rest of my contracted fees to stop the service.

  Business Response

  Date: 10/17/2024

  Dear *****,

  Thank you for bringing this matter to our attention. I apologize for any inconvenience caused by the fall in communication or miscommunication you experienced. I understand how important clear and timely communication is, and I want to assure you that we are taking this seriously.
  We are currently investigating the details of what occurred and working with our team to identify the root cause. This will allow us to address the issue properly and ensure it doesn't happen again.
  We appreciate your patience and will provide you with an update as soon as possible, but in the meantime, if you have any further questions or concerns, please dont hesitate to reach out.
  Thank you for your understanding.

  ****

  Customer Answer

  Date: 10/30/2024

  
  Complaint: 22392071
  
  I am rejecting this response because: 

   I would like them to tell me what their "investigation" into this matter shows. Can you please re-open and send my message about wanting an answer and a refund?

   

  
  
  
  
  Regards,
  
  ***** ****

  Business Response

  Date: 11/06/2024

  Dear *****,

  Thank you for your recent communication regarding the closure of your account. We understand that you decided to close your business, and we empathize with the challenges this may have caused.

  While our terms and conditions outline the obligations of both parties, we aimed to offer a solution by providing a six-month voice contract as a goodwill gesture, despite not being required to do so. Unfortunately, as you mentioned, the service could not be used due to the lack of necessary broadband.
  We acknowledge the considerable time and effort spent by our team in trying to support you throughout this process. However, as per our agreement, all actions taken are in line with our established terms and conditions, and your account has now been closed.
  We appreciate your understanding and thank you for being a customer with us. If you need further clarification, please do not hesitate to reach out.

  Customer Answer

  Date: 11/08/2024

  
  Complaint: 22392071
  
  I am rejecting this response because:

  The contract I signed said I am paying for voice services. It's hard to understand what I am paying for if you cannot provide the service the contract says you will. If you cannot uphold your end of the contract, I should not have to pay for it. Your not providing the service is a violation of our contract. This is not something you should have agreed to offer me in the first place when you knew I had no internet. I canceled my internet with you and told you I am closing and just using cell phones to do business. Your sales person messed up by not realizing you cannot provide voice without internet. The sales guy asked where I am getting my next internet service and I told him I am NOT getting any internet service. The mistake was on your part. You signed a contract your salesperson should have known you cannot fulfill. And then when you could not in fact fullfill it, you continued to charge my bank for the services you were NOT providing. Just because you sent out a service person ONCE to look into it does not mean I should pay for your mistake. The service person very quickly said you couldn't provide voice given no internet. He said the salesperson should have known but that your sales people are clueless (clearly). 

  I am very disappointed in your company. As a business owner myself, I would never handle a mistake I made this way. Shame on you.

  
  ***** ****

• Initial Complaint

  Date:07/09/2024

  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.

  Numerous attempts via phone and email have been placed to Wline to terminate our account. ********************** has not processed our request.We want to terminate our service - Contract understood and payoff amount understood. Wiline is dragging this out way more than needed

  Business Response

  Date: 07/15/2024

  Dear ****,
  Thank you for your patience regarding the cancellation process. As previously communicated, the terms and obligations of your contract, including the Early Termination Fee (ETF) have been forwarded to you.
  To proceed, please confirm your decision to officially cancel your account in writing to:************************************ - Once the ******************** receive your confirmation,they will immediately notify our billing team to generate and send over the final invoice. This invoice will detail the remaining balance and any applicable fees, allowing you to submit the final payment for your account and services.
  We appreciate your understanding and cooperation. Please let us know if you have any further questions or if theres anything else we can assist you with.
  Best regards,

  ****

  Customer Answer

  Date: 07/15/2024

  
  Complaint: 21963100
  
  I am rejecting this response because:

   

  Wiline has not written any message to me directly regarding the exact person to contact to cancel.  Instead, they gave me the run around from one person to the next.  I have received the pay off amount from Wiline over a month now with no direct instructions on how to cancel.  They responded to BBB but not to me directly.  Wiline has not sent any direct contact info to cancel.  I have written to ******************* several times.

   

  This was the last email written to me from Wiline:

  " HI ****,
  
  Appreciate your patience as this request has been escalated and is pending review with my billing and managing team. Until this review is complete all invoices must be paid as per your current contract terms. Once I confirmation to move forward here I will advise my billing team to send over the final invoice to submit final payment for the account and services.
  
  Let me know if you have any other questions at this time."
  
  
  
  Regards,
  
  *************

  Business Response

  Date: 11/07/2024

   

  Customer switched to Fiber and wanted to close account without early termination fees. Customer was advised of the early termination fee amount and cancellation policy as per Wilines terms and conditions. Customer continued to email and having exhausted all avenues of explanation per our terms and conditions account was terminated.

   

  ****

  

• Initial Complaint

  Date:06/24/2024

  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.

  We are/were contracted with Wiline for internet services. From January 6 - January 10, 2024 the service was completely down, and the company was slow to respond/resolve this issue. For the month of February 2024 the service was so slow it was unusable, and the promised speeds were not reached. After reaching out in early February 2024 Wiline stated they did not have a solution, so we were forced to seek out another service to keep our business operating. We then requested a release from our contract, since they did not meet the requested internet speeds, and they are refusing to let us out of our contract. Wiline is billing us for roughly $7400 for an early termination fee, and we would like this fee waived, as they did not provide the service we signed up for.

  Business Response

  Date: 06/25/2024

  Dear *****,
  Thank you for reaching out and sharing your feedback with us. We understand your concerns regarding the service issues you experienced.
  Upon reviewing your account and the associated support tickets, we found that the issues raised did not meet the criteria defined under our Service Level Agreement (SLA). Our team made several attempts to complete the necessary due diligence to address your concerns effectively. Unfortunately, it appears we were not provided the opportunity to fully resolve the issues before you decided to move to another provider.
  As part of our commitment to customer satisfaction, we also offered to relocate your service to a different setup, but it seems this option was not acceptable to you at the time.
  We would like to remind you that our cancellation and auto-renewal policies are clearly outlined in our terms and conditions, which were referenced at the point of signature. These policies ensure transparency and fairness in our service agreements.
  We regret that we were unable to meet your expectations and that you chose to transition to another provider while still under contract with us. If there is anything further we can do to assist you or if you would like to discuss this matter in more detail, please do not hesitate to contact us.
  Thank you for your understanding.
  Best regards,

  ****

   

   

  Customer Answer

  Date: 07/01/2024

  
  Complaint: 21893728
  
  I am rejecting this response because:

  
  WiLine continues to charge Tuff Shed for a wifi connectivity service it was unable to provide. As a result of WiLines inability to provide reliable connectivity at speeds in accordance with the industry standards, Tuff Shed had no choice to ensure business continuity to secure an alternative provider.  WiLine was in breach of its own contract, had multiple opportunities to fix the issue, and was unable to do so.  In its response, WiLine says that it did not have an adequate opportunity to address the issue.  This is simply not supported by the facts.
  
   
  
  Connectivity was intermittent the entire time WiLine was providing service to Tuff Shed.  The first reported incident to WiLine was ticket #: ****** - around April 6, 2023.  WiLine was able to resolve that issue. However, the outage in ******* was significant.  Tuff Shed was without wifi from ******* 10 through ******* 16 ticket #: ****** .  During that period of time, Tuff Shed was forced to procure a hotspot simply to keep its business in operations.  Although connectivity was restored, it was not long before it became clear that the quality of the signal was so poor that it was negatively impacting Tuff Sheds ability to conduct business.  During the entire month of February, the connectivity was unacceptably slow. Tickets #: 396868  and  #: ****** were submitted in February. WiLines contention that it was not provided the opportunity to fully resolve the issues is simply not true. Four official tickets were submitted in addition to multiple other conversations.  WiLine was not able to meaningfully address the connectivity problems and Tuff Shed had no other recourse but to terminate the contract and seek another provider who could indeed provide reliable internet services.  That was completed in March 2024 and Tuff Shed has experienced no connectivity problems since.   
  
   
  
  Meanwhile, despite its inability to provide consistently and reliable service, WiLine still contends it is not in breach and continues to invoice Tuff Shed for services it was unable to provide.  Although the unreliable internet negatively impacted Tuff Sheds business and caused Tuff Shed to lose revenue, the only relief that Tuff Shed is seeking is to stop being invoiced. No one disputes that these services are not currently being provided.   
  
   
  
  On a side note, WiLine should be reported to the ********** of ******** Affairs, as it increased its monthly fees to Tuff Shed 5 times in less than two years.  That is unconscionable. On 9/1/22 WiLine began charging $348.48 and then on 12/1/22 rates were raised again to $376.36, and again on 6/1/23 to ******, and again on 9/1/23 to $419.47 and again on 12/1/23 to $450.92. 
  
   
  
  This is a vendor that should be on the BBBs watch list as it overcharges customers for services that it cannot provide.
  
  
  Regards,
  
  Tuff Shed ***********************

  Business Response

  Date: 07/08/2024

  Dear *****,
  Thank you for your recent communication regarding your concerns. We appreciate the opportunity to address them directly.
  Firstly, we regret that our service did not meet your expectations. We strive to provide the best possible service to all our customers and your feedback is valuable in helping us improve.
  Regarding the issues you raised, we have reviewed them in the context of our Service Level Agreement (SLA) and found that they do not meet the criteria defined therein. As you are aware, our cancellation and auto-renewal policies are clearly outlined in the terms and conditions agreed upon at the time of sign-up. These terms are designed to ensure transparency and fairness for all parties involved.
  We also understand your concern about the price increases during your contract period. These adjustments are also covered under the terms and conditions, which provide for the possibility of such changes.
  We regret that you have chosen to transition to another provider while still under contract with us. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to contact us.
  Thank you for your understanding.
  Best regards,

  ****

• Initial Complaint

  Date:01/11/2024

  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.

  They will not stop calling my phone to advertise their services. They call and leave messages almost every day, from different people, despite my repeated requests that they stop.

  Business Response

  Date: 01/15/2024

  I hope this message finds you well. I want to express my sincere apologies for the inconvenience you've been experiencing due to the unsolicited calls and messages from our company. Your frustration is completely understandable, and we take this matter very seriously.
  I assure you that we are committed to resolving this issue promptly. We will immediately investigate the situation to determine why you continue to receive calls and messages despite your repeated requests to stop. This behavior does not align with our company's values or customer service standards, and we are committed to rectifying it.
  Please provide us with any specific details you have about the calls, such as dates, times, and any names or numbers associated with the calls. This information will be invaluable in our efforts to identify and address the problem effectively.
  Once we have completed our investigation, we will take the necessary steps to ensure that you no longer receive unwanted calls from our company. Your privacy and peace of mind are of the utmost importance to us, and we are dedicated to making this right.
  Again, I apologize for any frustration and inconvenience this situation has caused you. Please rest assured that we are taking immediate action to resolve the issue, and we will keep you updated on our progress.
  If you have any further concerns or questions, please feel free to reach out to us at [Customer Service Email or Phone Number], and our team will be more than happy to assist you.
  Thank you for bringing this matter to our attention, and we appreciate your patience as we work to rectify it.

  Customer Answer

  Date: 01/15/2024

  Better Business Bureau:
  
  
  
  Assuming that I receive no further calls from this company, this is satisfactory.
  
  
  
  Regards,
  
  
  
  *** ******

• Initial Complaint

  Date:11/28/2023

  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 have been receiving bills and emails for a service that was not ours. We incidentally paid $4,604.31 for a service we did not receive nor are we contracted for. We have reached out several times to stop the collections and harassment but the company will not stop. They refuse to remove our email or acknowledge they have been billing the incorrect company.

  Business Response

  Date: 12/13/2023

  Please be assured that we have received your complaint, and we take it seriously. We are initiating an immediate investigation with the relevant departments to understand the root cause of this issue and work towards a resolution.

• Initial Complaint

  Date:06/05/2023

  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.

  WiLine failed to provide services per the contract.essentially breach of contract and now they are trying to collect early termination fees

  Business Response

  Date: 04/04/2024

  *******,

  I am very sorry to see that you have had issues with our company. 

  If you contact our billing team, a member of that team will assist you in resolving this issue.

  Please let me know if you have further problems.