Business Profile

Internet Providers

GigFire

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

43 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/01/2024
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.
Invoice #******, Account #****** On April ******* I paid $600 to gigfire for a year's service of broadband internet. In June of this year the tower I was receiving signal dropped the service which left me without signal. A technician came to my home and moved the dish 5 feet off the ground and 10 feet from a corn field to get signal from another tower. In July when the corn was over 6 ft. tall I lost signal again. I called the company at this point on July 15 and cancelled service. At that time I was told I would receive a refund within 12 weeks, I have called billing 9 times and sent 3 emails with no response.
Business Response
Date: 11/11/2024
Refund has been processed.

Customer Answer
Date: 11/14/2024

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:11/01/2024
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.
This company has time & time again applied our payment to the wrong account, then will either cut off our service for non payment or tell us that we did not pay. This issue has happened on multiple occasions and every time we call they promise they will do better next time. Today I called to see if there was an outage, because the internet was so slow at mu house and they told me that ,y account was suspended, for nonpayment in August. Told them that they cash my check in Sept, only to find out they credited the wrong account YET AGAIN, and when I looked online I see that my Aug bill was $0 due the check I sent in April was credited to the wrong account!!!!!
Business Response
Date: 11/08/2024
Dear ******* and ******* *****,

Thank you for reaching out to us through the BBB and for allowing us the opportunity to address your concerns. We apologize for the frustration this payment issue has caused you, and we truly understand how upsetting it is to encounter repeated errors in applying your payments correctly.

At GigFire, we value accurate and efficient service and take payment processing very seriously. We recognize that we did incorrectly post your payments to the wrong account, and we apologize sincerely for this oversight. While we strive to avoid these errors, occasional human errors do occur, and we are always committed to correcting them promptly and ensuring service continuity.

To help prevent further issues, please consider including the bottom portion of your invoice with your payment and writing your account number in the memo line. This step can help us apply payments to your account accurately. Please rest assured that we are continuously working to improve our processes and reduce the likelihood of such issues occurring in the future.

Thank you for your patience and understanding, and please dont hesitate to reach out to our team if theres anything further we can assist you with.
Initial Complaint
Date:10/31/2024
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 have had GigFire for 2 years, live 1/10th of a mile from the tower with no trees, buildings in the way and continually have slow or dropped internet.We work from home remotely with medical patients and are very disappointed to with the service from Gigfire to say the least We have reported these issues with GigFire and basically told they are working on it, however many hours later continue to have these issues on a regular basis
Business Response
Date: 11/07/2024
Dear ***** *****,
Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced with our service. After reviewing your statement, we would like to provide some clarification regarding the issues you've encountered.

The service interruptions you've described appear to be largely related to severe weather conditions, particularly storms and heavy rainfall. These environmental factors can significantly impact our radio frequencies, causing signal reflections that may lead to temporary service disruptions. Additionally, extreme weather events like lightning strikes or water infiltration can potentially damage our equipment, further affecting service quality.

We want to assure you that we are committed to providing the best possible service to our customers. Our team continuously monitors weather conditions and works diligently to restore service as quickly as possible when outages occur. We are also constantly improving our infrastructure to enhance resilience against weather-related disruptions.

If you have any specific instances of service issues that you believe are unrelated to weather conditions, please don't hesitate to provide more details. We would be happy to investigate further and address any ongoing concerns you may have.

We value your business and appreciate your patience and understanding. If you have any additional questions or concerns, please feel free to contact us directly at ************.
Customer Answer
Date: 11/07/2024
We dispute the response from GigFire.
We rely on the service 100% as we are remote health care workers with patient contact.
Many instances on our account should be viewed by GigFire as there were no weather related issues with reception. The tower is within 1/10 mile from our location with no obstructions.
Customer Answer
Date: 11/08/2024

Complaint: 22496361

We dispute the response from GigFire.
We rely on the service 100% as we are remote health care workers with patient contact.
Many instances on our account should be viewed by GigFire as there were no weather related issues with reception. The tower is within 1/10 mile from our location with no obstructions.

Sincerely,

***** *****
Business Response
Date: 11/11/2024
Dear Mr. *************** you for reaching out regarding the network issues you've experienced. We appreciate your patience as we investigated the matter.
Our analysis indicates that the problem stems from weather-related interference affecting the linking radios in our network infrastructure. While the direct connection between your device and the local tower is functioning properly, upstream communication between towers can be disrupted by current weather conditions, specifically rain and/or snow.
Weather can impact radio signals in several ways:
1) Rain can absorb and scatter radio waves, particularly at higher frequencies.

2) Snow accumulation on antennas may alter the shape and performance of the radio waves.

These factors can lead to degraded signal quality, slower data speeds, or intermittent connectivity issues for our users.
We want to assure you that our team is actively monitoring the situation and working to mitigate the effects of weather-related interference. We're committed to providing the best possible service and appreciate your understanding as we navigate these temporary challenges.
If you continue to experience significant issues, please don't hesitate to contact our customer support team for further assistance.
Thank you for your continued loyalty to our service.
Initial Complaint
Date:10/15/2024
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.
April 26, 2024 I request a spot on internet due to their unreliable internet service. I had paid for the entire year of service and was asking for my remaining money back. They had weeks of credit for my account due to no internet service. I was finally given the option to end service. They removed $150 from my account for ending early (which I held my end of the bargain and paid they did not hold up the internet part). I asked them to give me the money back and it took months for them to get back to me. They final got back to me on June 5th and came and got their equipment as they stated they had to have that first before they could refund me. Which I fought since I knew if they didn't give me my money back I would hold the equipment, but I returned it anyway on June 5th. I reached out via email multiple times with no response. Aug 16th I emailed again asking for my money back. I have since emailed them every week to ask for it with nothing. They will not let you call them I can only email.
Business Response
Date: 10/18/2024
Refund has been sent.
Customer Answer
Date: 11/04/2024
I have gotten my payment from GigFire - THANK YOU!
Initial Complaint
Date:10/08/2024
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.
We have had our Internet on and off for the last year. Seems like every weekend and sometimes during the week. I have called numerous times with no absolutely no concrete explanation and no credit of value to our account. I do not consider $2 or $3 dollars helpful in any way. It is continuing to just get worse. The company gives no explanation and customer service is horrible. I am hoping that my innenet will be up long enough too be able to file this complaint.They need to be held accountable for their extremely poor service. I can actually see the tower from my home. So you would think I would be able to have great Internet connection.
Business Response
Date: 10/18/2024

Dear ******,
Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.
After receiving your feedback, we conducted a comprehensive analysis of your connection and identified potential issues. We have since upgraded the tower near your location and fine-tuned your equipment. Based on our monitoring, were happy to report that your service has remained stable for the past 8 days.
If you experience any further interruptions, please dont hesitate to contact us right away. We want to provide you with reliable service.
Regarding your concern about the credit to your account, we do offer refunds based on the duration of service downtime, calculated in relation to your monthly rate. You can find more information about our refund policy on our website or by reaching out to our customer service team, who would be happy to clarify any questions you may have.
Thank you again for your patience and for giving us the opportunity to resolve this.

Customer Answer
Date: 10/22/2024

Complaint: 22395005

I am rejecting this response because: Although, I do like what you did for our account in the credit amount. Eight days of a working Internet isn't a long time to be working. I am hoping it will be many days even months of working without mishap.
But I also feel all your other customers who have experienced the same outage and frustration that I have had should be compensated with the same credit.
Just because they haven't called as much as Ihave shouldn't be a reason to not credit them too. Your company should know all the accounts effected.
When that is done I will be satisfied.

Sincerely,

****** ******
Business Response
Date: 10/23/2024
Thank you for your feedback regarding our previous response to your complaint. We appreciate your honesty and the opportunity to address your concerns further.
We're pleased to hear that you find the credit we applied to your account satisfactory. We share your hope for continued reliable service and are committed to providing you with a stable internet connection for the long term.
Regarding your concern about other affected customers, we recognize that each customer's experience can be unique, and the impact of an outage may vary. This is why we encourage all our customers to reach out to us if they experience issues, as it helps us better understand and address individual circumstances.
We appreciate your advocacy for fellow customers and assure you that we are committed to treating all our clients fairly. If you have specific knowledge of other affected customers who haven't received appropriate compensation, please encourage them to contact our customer service team directly so we can review their accounts individually.
We value your business and feedback, as it helps us improve our services. If you have any further questions or concerns, please don't hesitate to reach out to us.

Customer Answer
Date: 10/23/2024

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:09/04/2024
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.
In September of 2023 I paid $660 to Gigfire (previously LTD Broadband) for 1 year of internet service. Over the course of the next month and a half I terminated service after numerous issues with dropped and/or slow internet service. Upon cancellation I was notified that I would have to pay a $150 early cancellation fee (which was not a stipulation when I paid the bill). This fee only went into effect after LTD Broadband rebranded as Gigfire.Regardless, here I am almost an entire year later, and I have yet to receive any sot of refund. I've contacted customer service and billing dozens of times via email and phone, and no one will give me even a timeline of when to expect a refund check for services not used. My equipment was picked up months ago as well (about 4 months after I terminated service).
Business Response
Date: 10/02/2024
Refund has been sent.
Customer Answer
Date: 10/07/2024

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:07/30/2024
Type:Billing 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.
On 7/26/24 Gigfire LLC withdrew $192 from my checking account. They were not authorized to take money for my account and my bank was not authorized to give money from my account. I always pay my quarterly bill with a check so they stole my routing and account numbers and stole money from my checking account. I have also heard this happened to other friends and when they discontinue service gigfire makes them pay to get out of a 1-year contract that they never signed up for. I have tried to call gigfire twice but it's a Sunday so no one answers.
Customer Answer
Date: 07/30/2024
I did get a hold of gig fire. The woman I spoke with lied to me over and over that I wrote a check and that's the only way they would take money from my account. As I read my bank account ledger, there is no check number attached to the withdrawal as they're usually is. I tried to explain this to her and she kept calling me a liar and there was no way they would ever take money without a check, which they did. I did ask for my refund. She said okay it would be refunded within 24 to 48 hours so I am waiting for that to be refunded and hoping it does get refunded. Are there and asked her to cancel my service but I still have service until August 10th. I just checked my bank account they did refund the $192. Now we'll have to close The checking account to make sure they don't take more money out of it. I've also heard from neighbors who had the same problem, they charged $150 to get out of a one-year contract that the people never had. I will have to keep checking my account until we get it closed. I do hope the rest of the agreement goes as planned...that they will send speedy boxes and we will send back the equipment. The neighbor's advised to take pictures of everything you sent back because apparently they were accused of not sending it all back. I will be happy when I don't have to deal with this company anymore.
Thank you, **********************;
Business Response
Date: 07/31/2024
The check was processed on the wrong account in error and refunded to that same account.
Customer Answer
Date: 08/02/2024

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:07/12/2024
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 pay $255/quarter for 25M internet. My work IT logged in while I was having issues when working from home, they confirmed that I do not get the speed I am paying for. The company denies this. I am no longer able to work from home due to unstable internet. I cannot watch movies without it stopping and starting. My security cameras do not work properly. I live in a rural setting which means we do not have many options for internet providers. This problem has been going on for a very long time with no resolution after contacting the company. 2/13/24 they said "I'm afraid we cannot provide any ETR yet but we'll keep poking our high techs to get the problem resolved asap" 2/15/24 -"I have checked the equipment and confirmed that the source of the issue is from the upstream equipment you're connected to. Upon checking further, they have set schedules for techs to go to the site and are currently checking on the equipment. They haven't given us any updates but keep the ticket active" When I ask when they are going to the site I was told "unfortunately we aren't allowed to disclose that kind of information, but they had created the schedules since last week" Also was told "It's intermittent. Your bandwidth fluctuates so hard to the point you lose internet connection. Rest assured that we are already aware of this and working to get this resolved asap". 4/14/24 contacted them again to see when things will be fixed. This time I was told "I am not seeing anything stop or dropping. Your antenna and network connection is stable. All I could possible see that is causing it is really the router". Then I asked them to replace the routers and was told "The routers that you have now is the new routers that we have. If it is okay let me update the router for you for a few minutes." Then we looked and my routers were already updated to the latest version. It is now July 2024, and my internet is still unstable. This is concerning as my security cameras depend on stable internet.
Business Response
Date: 07/16/2024
Dear ****,

Thank you for bringing this matter to our attention through your BBB review. We value your feedback and the opportunity to address your concerns.

We apologize for any confusion or inconvenience you may have experienced. After reviewing your case, we'd like to provide an update:

Our records show that the radio on your property requires attention. We are committed to resolving this issue for you. To that end, we will be setting up a signal repair for the radio on your property. Our dispatch team will be reaching out to you in the near future to confirm a convenient date and time for this service.

We appreciate your patience and want to ensure you receive the quality service you deserve. If you have any questions or need to contact us in the meantime, please don't hesitate to reach out to our customer service team at ************.

Your satisfaction is our priority, and we look forward to resolving this matter to your complete satisfaction.

Customer Answer
Date: 07/16/2024

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 as long as they follow through. A supervisor also called me personally to tell me the same which was greatly appreciated. Their employees are always very nice which made it very difficult to file this Complaint.

Sincerely,

***********************
Initial Complaint
Date:07/10/2024
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.
Disconnected service on 5-13-24. Paid 6 mos ahead for service on 3-19-24. Talked to ******. Still waiting for refund. Contacted them again by chat on 6-7-24, by email on 6-27-24, and attempted again on 7-10-24. Their automated phone just goes in a circle. Doesn't matter what number you press, they do not answer.
Business Response
Date: 07/11/2024
A refund has been sent.
Customer Answer
Date: 07/16/2024

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:07/09/2024
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.
This company provides my **************** and I have been without any service since Friday - they say they will send technician to fix it but going to be at least a week. I just talked to them again and they might be able to send someone out today but that is what they said yesterday also - I have had to wait for up to 10 days for this company before and I find that ridiculous. I am waiting to hear back and feel like they are not being a good business.
Business Response
Date: 07/16/2024
Dear ******,

Thank you for taking the time to share your feedback through this BBB review. We value all customer input as it helps us improve our services.

We appreciate your bringing this matter to our attention. According to our records:
It looks like once the technician arrived he was told to leave as you have gone with another provider and to cancel the service. We have contacted our dispatch team to confirm these details and ensure our records are accurate.

We strive to provide timely and effective service to all our customers. If there has been any misunderstanding or if you have any additional concerns, please don't hesitate to reach out to our customer service team directly at ************. We're always here to help and would be happy to discuss this matter further.

Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.

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GigFire is NOT a BBB Accredited Business.