Complaints

This profile includes complaints for Higher-Speed Internet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Higher-Speed Internet

  2304 US Rte 66 West Moriarty, NM 87035

  
• 

  Higher-Speed Internet

  PO Box 220 Edgewood, NM 87015-0220

  

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:12/10/2024

  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.

  On 11-30-23 I informed Higher Speed Internet that our family member who had their service had passed away and we needed to cancel the service. I was asked to disconnect all equipment and return it, but I informed them that I wasn't aware of what equipment is where since it's not mine, but I could disconnect what I knew about (inside the house) and place it somewhere accessible and can allow access to the house for them to come get whatever I miss. On 5-31-24 I reached out and mentioned nobody ever came to get the equipment and I noticed it was still there. I discussed with George, over the phone, that I was wondering if we could utilize the equipment for internet for a short time since it was still present. I was signed up soon after and told I can use the equipment. On 11-19-24 I reached out saying we were done with the service. Nobody else will be utilizing it. I was then told I need to pay $155 to have them come get the equipment off the roof or climb up there to get it myself and return it. I told them because I inharited the equipment and didn't install it myself, I don't have any knowledge about what all there is, where it is, or how to remove it safely. The lady on the phone demanded I choose between paying them or doing it myself and said I agreed to disconnect and return the equipment when I signed up. Sure enough they included fine text on one of the sign up forms saying this. That same fine text says it was explained verbally which it was NEVER discussed. Again, how can I return equipment I didn't install or have knowledge of? Higher Speed Internet needs to come get the equipment that was originally abandoned and I will provide access. I can safely return all equipment, that I know about, from inside the house.

  Business Response

  Date: 12/31/2024

  here is our response

  
  

  We were sorry to hear of the passing of your mother. My personal interactions with your mother, though brief, were pleasant.

   

  The reason we did not retrieve the equipment after her passing was that she signed an agreement to return the equipment, and by your own self admission you would return what you knew the equipment was, that should have been returned. Clear concise instructions were explained to you about all the equipment that was to be returned. Methods and procedures of how to obtain equipment is solely your responsibility. Recorded telephone conversations prove our response. Now fast forward to May. You clearly had not returned said equipment and requested internet at your mothers home, which due to the circumstances (your moms passing and your desire to finalize your mothers estate) we reactivated the account so that you had a form of communications in this difficult time.  The axiom of “no good deed goes unpunished” clearly is at play here.

   

  Our policy is to retrieve the equipment only when a client pays for our time to retrieve. The agreement you acknowledged clearly explains that for our $50 account activation promotion, client shall return all equipment deployed at their location that provides Internet back to Higher Speed Internet should they chose to terminate service. The list of all equipment required to be returned was forwarded to you.

   

  Email chain of this incident is available for all to see, if you so chose.

  Customer Answer

  Date: 12/31/2024

  Complaint: ********
  
  I am rejecting this response because:
  Again, it was never explained to me that equipment would become my responsibility as your form indicates. If you have a recording of me acknowledging I'd be climbing onto a rooftop to disassemble equipment for you all, then please attach it here and I'll drop this. Any mention of equipment prior, I assumed at the time to be equipment I could reasonably reach. Listing parts for me to disassemble and remove is not the same as making it clear what needs done. This is no different than a mechanic expecting me to disassemble an engine I didn't build to obtain parts for him based off text on an email or piece of paper. Again, because I didn't install it, I don't have any idea what you need! Clearly the agreement for signing up is a standard form for people who assembled equipment when signing up, then can simply reverse the process when discontinuing service which does not apply to me. The only equipment I am aware of I offered to drop off directly to you and again, I'm offering access so you can get whatever else I am unaware of. This is not my property, and I've never been on the roof let alone know what equipment belongs to whom or how to disassemble it safely. You also clearly waited to respond to this until I'm ready to cancel so we have less time to discuss before you all force a fee on me. All I am asking is for a reasonable compromise. I return equipment from inside, you get whatever is on the outside.
  
  **** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/12/2023

  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 canceled services with this company in November of 2022 due to their poor customer service and not providing internet services as agreed to. On 1/11/2023, I was charged $500 by this company. I was sent a bill AFTER I was charged. I have no idea what this charge entails as I was never notified before my credit card was charged and I was never provided a detailed bill describing the charges. I was not on auto pay with this company. This company unlawfully charged my credit card. They have no proof of a signature from me authorizing this charge. I have notified my bank of the fraudulent charge.

  Business Response

  Date: 01/12/2023

  Mrs. ****** signed up for service with our promotion where in she agreed to return our equipment to us should she terminate service. She terminated service and did not return the equipment in the time frame required. Please see her agreement she signed. I personally was the one who witnessed her sign the agreement on my cell phone the day of installation. ****** *******, ********* Higher Speed Internet

• Initial Complaint

  Date:01/11/2023

  Type:Product 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 had HSI install their equipment on 9/30/2022. From the very beginning, the internet service was spotty at best. Starting on 11/29/2022, the internet was down and there was no way to contact the company because their phones, website, and email are all connected thru the same service. After failed attempts at trying to find out the issue and hearing from the community that people weren't sure if the company would rebound from such an event, I sent them an email on 11/30/2022 that I wanted to cancel my service and contract due to the issue. I had a different internet provider install their equipment on 12/1/2022 and they removed HSI's equipment. On 12/2/2022, I received an email from the same email address saying that they were unsuccessful charging my card for the next month's service. I immediately responded. Then later the same day, I received another email saying they were successful in charging my card the amount of $53.79. The same day, I received 2 additional emails about the outage. I never received a response until after calling them and complaining. On 12/5/2022 I finally received a response and immediately replied. They quoted contract language that says that you need to give 30 days notice. None of there policies on their website even mention 30 days. I even asked for a copy of the supposed contract I signed and have still seen nothing. After installing new internet, we found that they were using ******** to report out their outage. In the same ******** account they listed all of the other issues they had and it was almost everyday. I have disputed the charge with my bank and will be returning their equipment once I receive my refund. All of the emails will be attached. I do not have ******** so I am not able to attach that info.

  Business Response

  Date: 02/07/2023

  Mr. ***** has apparently returned the equipment and issued a chargeback successfully with his credit card company. There is nothing more to be done with this case.

  Customer Answer

  Date: 02/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** *****