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Business Profile

Internet Providers

GigFire

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

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

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GigFire has 3 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 $90/month for 10Mbps and about 95% of the time I get half or less the speeds I'm paying for. Internet is always up and down. This month I had no internet for 9 days, I called and complained to the company the charged my credit card the full amount. They won't credit back my credit card for the days I had no internet.

      Business Response

      Date: 01/10/2023

      I wanted to follow up with you regarding the internet connection issue that you had reported to us. Our team has conducted a thorough review of your internet connection and the connection to the tower. We are pleased to inform you that the connection to the tower and your radio are pulling full speed.

      During our review, we did discover an issue upstream on the tower. However, we were able to reroute traffic to get the best possible flow to your tower, ensuring that you receive your full speed. We are confident that this resolution has resolved the issue and you should now experience a stable and reliable internet connection.

      Upon further analysis, we noticed that your internet connection is being maxed out due to streaming. While streaming is a common and popular use of the internet, it can put a significant strain on your connection if multiple devices are streaming at the same time. To ensure that you continue to have a stable and reliable internet connection, we would recommend upgrading your service to the 25/3 plan. By implementing the upgrade it will prevent you from maxing out your connection.

      We are going to let you try the upgrade and will test it to make sure everything is working to ensure you have the best internet experience.If you have any further questions or concerns, please do not hesitate to reach out to us. Our team is always here to help.Thank you for choosing us as your internet service provider. We value your business and look forward to continuing to provide you with excellent service.

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Resolved
      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 a customer with a company recently bought by LTD. My last payment was on 07/10/2022. Since 07/25/2022, I have not been able to use my Internet services at all. Customer service keeps passing the account around but none of them wants to resolve the issue at hand. I was contacted by their resolution team after threatening cancellation due to their lack of service. The resolution agent promised to send a technician by 07/30/2022. I have not heard any more correspondence since then. I have asked them to cancel my service as I am at an impasse with their staff, who is unwilling to resolve the issue.

      Business Response

      Date: 08/18/2022

      Business Response /* (1000, 5, 2022/08/04) */
      On Monday 8/1 - I was assured that it would be resolved - but the issue has been determined to be more complex than once thought. It has been escalated to my supervisor and I have been assured that it is being addressed. Unfortunately, we do not have a timeline of resolution as of this time.
      However, as per your last correspondence, I will send your information to our billing department to make sure your cancelation is processed immediately, and you are credited for your time down since 7/25.
      We wish you well in all future endeavors.


      Consumer Response /* (2000, 7, 2022/08/09) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

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