Complaints

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

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• 

  GigFire

  Las Vegas, NV 89138-1587

• 

  LTD Broadband

  310 W 7th St Bldg 2 Albert Lea, MN 56007

• 

  GigFire

  PO Box 3064 Blooming Prairie, MN 55917

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:07/07/2025

  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.

  My husband, *****, and I changed our minds about continuing with our 12 month subscription ($600 cost) in March 2024 and decided to go with **** for our home and business internet and cell phones. I called Gig Fire to ask if we would receive reimbursement for the 9 months that were unused. The person I spoke with said I would be charged $150 for dropping our service, but would receive the $300 remaining balance. They said that someone would stop by to pick up the equipment that we used, too. I have called pretty much every month since, but was told that it was being handled by another department in their organization, and there was no way for me to contact them directly. My husband and I were in a motorcycle accident this May and I was unable to call them until today. Same answer again! I was hoping someone at the BBB could help get in touch with them about this. I thank you for any help you can give me! Also, to help save them time, we took apart the equipment and have it in a box to return to Gig Fire.

  Customer Answer

  Date: 07/14/2025

  I just wanted to let you know that they responded with a check for $302.64 and this issue has been resolved.  Thank you for contacting them.

   

  ******* *******

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair 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.

  They bought out a provider in ******, IL but ever since they took over their internet service is down or the speed has been cut down for at least the last 2 years. The company was called Rualcom. I have called them numerous times and told them they need to give us credit for the time that they are down. It has never happened. They need to give credit to everybody out here that is on their service.

• Initial Complaint

  Date:05/28/2025

  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.

  I have been charged for internet from this company every month, but my internet hasnt been working, I have called and put in tickets 3 times. No one follows up, no credit to account. No phone calls. They say the same stuff every time I call but nothing gets resolved. Very poor communication, and charging me unlawfully

  Business Response

  Date: 06/09/2025

  Dear Ms. ********************** you for bringing this matter to our attention. We take customer service and network reliability seriously, and we regret any inconvenience you have experienced.
  
  After receiving this complaint, our technical team reviewed your account and service history. We identified and addressed a network issue that may have contributed to intermittent service disruptions. We also made recent adjustments to your equipment and network configuration.
  
  In acknowledgment of the service issues, we issued a $52.90 credit on May 29, 2025, covering 23 days of service. Additionally, due to the ongoing concerns, we will apply a further $32.20 credit, which reflects an additional 14 days of service credit. This brings the total credited amount to $85.10, covering 37 days of service.
  
  We are committed to providing reliable service and clear communication. If you experience further issues, we encourage you to contact our support team directly so we can resolve the matter quickly and effectively.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23379830
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 06/11/2025

  Im just curious what you need clarification on? My internet continues to be spotty and cuts out , and it remains slow. I know havent heard anything back from company since last Friday if they have fixed my issue or where its at. Several neighbors have d/c their internet with gig fire in last month due to the poor connection. Yet they continue to charge the customers 

• Initial Complaint

  Date:03/18/2025

  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.

  We paid Gunfire ****** dollars for a year in June we cancelled and asked for a refund called many times with no answer am very unhappily with their service also still have there equipment

  Business Response

  Date: 04/11/2025

  Equipment has been recovered and refund sent.

• Initial Complaint

  Date:03/07/2025

  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.

  We had been a customer of ********************** internet service for 9 years and would pay yearly as it was the better deal. We cancelled our internet service with them as we moved and they state that you can cancel anytime. Well, guess what, they took over $100 out of our refund for cancelling early even though we have been a customer for 9 years! This was back in May 2024 and it is now March 2025 and we have still not received our refund check. I have called numerous times and they say yep, we will let our billing **** know and then nothing. We should get our refund plus interest on the year long wait!!!! I think they are trying to get us to forget about it but I will not let this be forgotten. If you can help in anyway, that would be greatly appreciated.

  Business Response

  Date: 03/12/2025

  Refund Sent.

   

  Customer Answer

  Date: 03/17/2025

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:03/07/2025

  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.

  3/4 and 3/6. We have had no internet connection. We have tried calling the numbers provided to us and the numbers dont even ring. We are not happy with this service as it has been slow prior to this outage.

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  Thank you for reaching out to us. We sincerely apologize for any inconvenience you may have experienced due to potential service outages.
  
  Upon reviewing the information provided, we were unable to locate an account associated with the details given. Additionally, based on our call history, we did not find any records of the phone number listed under your customer information contacting our support lines.
  
  If you can provide us your account information we can look into this further and be certain to resolve any issues you may be experiencing. If you wish to contact us about this matter or any issue in the future please make sure you call **************. We're here to help and ensure your concerns are addressed promptly.
  
  Thank you for bringing this to our attention, and we appreciate the opportunity to assist you.
  
  Sincerely,
  GigFire

• Initial Complaint

  Date:03/07/2025

  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.

  Internet disruption when the rates increased from 50 dollars to 70 dollars a month

  Business Response

  Date: 03/12/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the recent internet disruption. The issue was due to a network error, which has since been resolved on the same day.
  
  Regarding the pricing change, wed like to clarify that your account was upgraded from a $50 plan to a $70 plan on September 10, 2024. As part of our standard procedure, a notification email was sent to inform you of this change.
  
  We value your feedback and are here to assist with any additional questions or concerns. Please feel free to reach out to us directly at ************ or ************.
  
  Thank you for your understanding, and we appreciate the opportunity to address this matter.
  Sincerely,
  GigFire

• Initial Complaint

  Date:11/18/2024

  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.

  My original internet company was purchased by Gigfire. Before the purchase, I had the company for 7 years with no issues worth getting upset about. After Gigfire's purchase everything was initially running smoothly and I was paying the same price. Then one day, with no notice, my bill jumped up by $20. They said I was supposed to have received an email stating that they discontinued the plan I was on. I never received that email. Ever since the jump, my service has been ranging from poor to nonexistent. I spent 11 days without internet because of tech scheduling. Since the tech has been out, things haven't gotten any better. I have contacted customer support multiple times a week for over a month and all I keep getting is please continue to be patient as we try to resolve this issue. Now, they want to send a tech out again which will probably take another week or more. And they choose when they come out so I have to miss work, again. They have no respect for their customers and no care. They have no problem taking my monthly payment out on time but no rush fixing what I'm paying for. Not a day goes by that my internet isn't buffering or down all together. I live in a rural area and run our phones off our "service". No internet, no phone service. I'm at my wits end trying to get them to give me what I am paying for.

  Business Response

  Date: 11/25/2024

  Hello ********,
  
  Thank you for reaching out to **. We wanted to inform you that we have discontinued all plans with speeds below 150 Mbps download and 50 Mbps upload. All customers have been upgraded to plans offering at least these speeds. An email detailing this change was sent to your email address on May 13th.
  
  Regarding the connection issue, our technician's notes indicate that it was caused by a line of trees in a neighbor's yard. This issue should have been resolved as of November 19, 2024.
  
  If you are still experiencing any issues, please do not hesitate to contact our customer support team at ************. We are here to assist you.
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22566780
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 12/02/2024

  The company did send a tech out within 3 days of filing the complaint but the tech only checked our inside system. He said it checked out fine. He never did anything with our outside system. He said last time something about putting an extender on the neighbors system. He did pop down to the neighbors but they weren't home. He said the company was supposed to contact them before he came out. The internet is working marginally better but still is slow and cuts in and out completely. They have never contacted me themselves to ask if anything is better. I am still paying for subpar service with a company that doesn't follow thru unless pushed. 

  Customer Answer

  Date: 12/09/2024

  I am still experiencing failure of service. I have reached out to customer support many times. They have started a ticket to get a tech out here again. This will be the third time. As of yet, I haven't received any notification of when a tech will be here. We have been battling this issue for months with no satisfactory resolution. Somebody has called me one time to ask some questions and was supposed to call me back same day. That was 4 days ago. They are still charging me full price when service is below par more often than not. I will be contacting the billing department. I am beyond aggravated and annoyed with this situation. 

  Business Response

  Date: 12/12/2024

  Hello ********,
  Thank you for your patience as we worked to resolve your service issue. We'd like to provide you with an update on the steps we've taken:
  Neighbor Relay Attempt: We considered setting up a relay from a neighbor's location. Unfortunately, despite several attempts, we were unable to make contact with the neighbor.
  Equipment Upgrade: We have successfully installed new equipment on our tower to improve service in your area.
  On-Site Installation: We scheduled an appointment to replace your previous radio with a new, more efficient model.
  Improved Performance: Following these changes, we're pleased to report that both signal strength and internet speeds have shown significant improvement.
  Follow-up Schedule: We conducted a follow-up check today, and we have scheduled an additional review for December 16th to ensure continued optimal performance.
  We appreciate your understanding throughout this process and remain committed to providing you with the best possible service. If you have any questions or concerns, please don't hesitate to contact us.
  Thank you for being a valued customer.
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  I had a new roof put on my home and when the roof was put on the company that put it on cut the internet cable. I contacted Gigfire and asked them to come out the next day and to please get my internet hook up, and was willing to pay for emergency service. They never came and this was back in June 2024. I canceled my serive with them and still have not received my refund check in the mail and they have not pick up their equipment as they said. They have no direct number to their account payable/ receivable section. They only say they will send them an email. I had paid my bill in full for the year back in April 2024 and deserve my refund for 10 months.

  Business Response

  Date: 11/20/2024

  ****** has been issued.

  Customer Answer

  Date: 11/20/2024

  Still waiting on the refund that was suppose to come back in September/Oct. It is November 20th. They were told to have the refund to me by Nov. 15th or I would be contacting the BBB and since they did not have the refund there as I requested, that is why I contacted you. Until I get the refund I will continue to reach out to them and you until this is resolved. 

  Customer Answer

  Date: 11/20/2024

  I have not received the refund yet and I told them that if I didn't receive it by 11/15/24 that I would be contacting the BBB. So they never sent me my refund and it is 11/20/24 and the refund is still not here. This company is not what they say they are and they are not doing what they say they will do. My next step to to go to the ****************************** and file a complaint with them. Also the ***. Maybe if they have their license revoked they will get the message.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22544908
  
  I am rejecting this response because: I have not received the refund yet and I told them that if I didn't receive it by 11/15/24 that I would be contacting the BBB. So they never sent me my refund and it is 11/20/24 and the refund is still not here. This company is not what they say they are and they are not doing what they say they will do. My next step to to go to the ****************************** and file a complaint with them. Also the ***. Maybe if they have their license revoked they will get the message.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 01/29/2025

  They did send me a check to refund the money, then sent me a text on Dec. 27, 2024 that they were going to stop by and pick up their equipment. The equipment is still sitting on my deck and they have not picked it up. Thank you!

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising 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.

  Been to house 3 times, told no 3 times. Ignored No solicitation sign on door. 1 worker said their boss told them to ******.

  Business Response

  Date: 11/08/2024

  Dear **** ********,
  
  Thank you for bringing this matter to our attention. We are concerned to hear about the incident involving one of our employees or salespeople who approached your property and disregarded the no solicitation sign. We take such reports very seriously, as they do not align with our company policies or values.
  
  We sincerely apologize for any inconvenience this may have caused you. Please be assured that we are committed to respecting the privacy and property of potential customers, and we will address any behavior that violates these principles. We are dedicated to preventing such incidents from occurring in the future and ensuring that all our representatives adhere to the highest standards of professional behavior.
  
  We apologize for this experience and thank you for bringing it to our attention.