Complaints

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

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  Wanderport Networks, Inc.

  330 W 38th St Fl 15 New York, NY 10018

  
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  Wanderport Networks, Inc.

  330 West 38th Street Suite 1505 Manhattan, NY 10018

  

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:02/15/2023

  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.

  WanderPort Networks **** is my internet provider. I use it for VoIP phone connection and data. For three months I have had phone problems of not being able to hear the other person or the reverse or neither of us hearing each other, jittery connections, and dropped calls. I have reached out to WanderPort constantly, via phone and emails. I have been reaching out to ***************************, ********************************************** *************************** who is *************** called me on Monday 2/6/2023, to tell me that they discovered that this is not just my problem as other people in the building are complaining about the same situation and that the building has done construction and installed a fire alarm system, which has probably messed up the Internet connection and is causing problems building wide and would need to be traced from the source of the entryway into the building. He wasn't going to send his usual technicians because he didn't think they were qualified enough to find the problem and solution. He was going to send a specialist and he would be in the building by Thursday 2/9 or maybe Wednesday 2/8. When no one showed up on either Wednesday or Thursday, I wrote an email on Thursday at 5:22 PM. ***** responded at 6:46pm, that I was put on the schedule but obviously no one had come and that someone would be in my office on Friday 2/10, to test my router and call my phone provider, intimating that this was a localized problem, specific to me.. I wrote back that no one is in my office on Friday. Since his email to me on Thursday 2/9, I have not had any further communication from them even though now it's Wednesday 2/15. No one has called, emailed, visited. nothing. Yet I still have all the same problems. Oh I did make a mistake. They have communicated to me. I received an electronic invoice this morning.I can supply all the emails if you need them.

  

  Business Response

  Date: 02/16/2023

  This is an unfair and unfounded complaint from a customer. We have worked very hard with this customer to troubleshoot a service that is NOT provided by **, however the customer insists that problems on our network are the cause of the issue he is having on his network.

  Its true, we have had SOME issues 2 weeks ago on our networks that *** have affected some of his service, but those issues have been long resolved.

  
  The customer states that he is upset that a technician did explicitly visit his office. The technicians, as explained to ********************** telephonically, were inspecting wiring in the hallway leading up to his ********* they had done on each floor when we received sporadic reports of blips in data service (not voice). This is a routine thing for an ISP and we take all of our customer complaints and service interruptions very seriously and deploy technicians right away.

  ********************** has been extremely rude to our staff and call center on numerous occasions, so this complaint to the BBB doesn't surprise me one bit. We had offered to provide voice service directly from our systems so we don't have to troubleshoot a third party at his request, but that was denied also.

  Finally, regarding his electronic invoice which her received on February 15th, this is an automatic invoice that goes out on his billing date. I don't understand why he felt the need to write that when we have been in communication with him numerous times this week.

  In closing, we had told ********************** that we would send a technician to help him troubleshoot his other provider's service and hardware, however our schedules didn't align. As an ISP we have technicians running around the city servicing customers and we can't always guarantee a time to visit a client, especially when the complaint is not related to our service. We are his INTERNET provider and not his voice provider. He hasn't complained at all about his internet not working.

  We request that this complaint be discarded as its unfounded completely and we haven't been ignoring this customer in any way. He has included the building's landlord in all of his emails to our principal and has escalated everything to our surprise when we have gone out of our way to help him with a system and service that is not one that we provide.

  Customer Answer

  Date: 02/16/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************