Complaints
This profile includes complaints for GoNetspeed's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/26/2025
Type: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.
GONET SPEED advertised more reliability as an internet/phone service provider. Yet today, we once again have no phone service. No info from the provider, who is advertising that the service in CT is functional, operational, no problems. There server is down. There is no phone service. An they are non responsive, despite the numerous emails I have sent. They need to be held accountable for these outages. They have not provided reliable service, and they are not putting accurate information on their website.
Business Response
Date: 05/28/2025
Good afternoon,I've sent you an email to discuss. I've opened a trouble ticket on your behalf. We did experience an outage on memorial day which affected our phones, service was restored in less than 24 hours.Initial Complaint
Date:05/23/2025
Type: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.
Salesman for internet came to girlfriend’s home while I was there. She wanted new internet but was busy cooking so I spoke with them. Told them it would be best for her to call when she has a moment to check her schedule to set up appointment but salesman was pushy and wanted to set one up which could be changed anyway. A few minutes after they left she was able to confirm a time they could come and were given her name, number and email to which the account would be under. The installer came a few days later and set up internet and left without her signing anything either. Now this company is billing me for a service I never asked for at a home I don’t live at for which I never signed anything for. I’ve spoken with company numerous times and they refuse to bill the correct person without me signing something acknowledging that this is somehow my service. Again I don’t live there, never agreed to any contract nor signed anything. The person whose service it actually is is fully willing to accept the service and billing but this company is absolutely refusing to do anything.Business Response
Date: 05/27/2025
We sincerely apologize for the inconveniences this has caused you and ******. This situation is being addressed with our representatives. I spoken with ****** and all account information has been updated. Your name and contact information has been wiped from the account.Initial Complaint
Date:04/10/2025
Type: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 signed up for GoNetSpeed on 2/20. I called after receiving my first bill on 3/10 as I was under the impression I signed up for 500MB for $54.99 with a $10/credit bringing my total to $44.99. My first bill was for 1GB for $69.99 and a pro-rated $36.66. I forwarded the email showing my confirmation for 500GB at $54.99. The rep I spoke to stated she would put in this request and I should receive a credit next month since they were downgrading my speed. She also said she would remove Whole Home Wi-Fi. She said I would receive a $10 credit for this removal and a pro-rated $6.67. Instead, today, I received a bill for $69.64. The Whole Home Wi-Fi credit of $16.67 is there, but I am being charged $39.99 for pro-rated 500MB. I already paid $36.66 for pro-rated 1GB on my first bill. I called and was told my credit was denied because the installer told me I was getting 1GB (not true) and that I had submitted two orders for installation (if this were true, why didn't the installer or a rep call me?). Regardless, this is not about the pro-ration, it is about my first full month of service, which was delivered at 500MB, not 1GB. Why would I not be entitled to a credit? For the entire month I received 500MB, but they can just "deny" the credit and charge me for 1GB? When I asked about being double-billed for the pro-rated period, I was told I will receive credit for my $36.66 payment (so I would still OWE $3.33 somehow) next month. So I am stuck, for the second month in a row, overpaying for services they did not provide. After the auto-draft this month they will owe me $39.99 for this duplicative 2/20-3/09 charge and a credit for the incorrect charge for 3/10-4/09. The rep I spoke to today, Cindy, was very kind and did what she could to help me. At this point I just don't believe this will be corrected, they'll "deny" the credit again and I'll lose forty more dollars. I feel like this is my only recourse since no one seems to be able to provide supervisor info.Business Response
Date: 04/11/2025
Good afternoon, The prorated credit of $36.66 was applied today 4/11/2025. Your current balance is $32.98. I will send you an email as well so we can discuss some of the details further.Customer Answer
Date: 04/11/2025
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. Regards, ***** ******Initial Complaint
Date:03/30/2025
Type: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.
GoNetSpeed came to our city in Dec of 2024. I was one of the first to sign up with their internet service on Dec 12th 2024. They were advertising heavily around town that they had an introductory price of $54.99 per month for the first 12 months. Honestly a great deal considering the speed of their internet. I then ditched my current provider ******** and signed up with GoNetSpeed for the agreed $54.99 per month for the first 12 months. Fast forward only 3 months later to March 2025 and GoNetSpeed increased my bill by $15 to $69.99 per month! Obviously very angry I called them and they said there is nothing they can do as I didn't sign a contract. Since they didn't honor their introductory price I cancelled service with them and I'll be going back to ******** as of April 3rd 2025. To me this seems like a classic bait and switch. They promised a certain price of $54.99 per month but then almost right away jacked the price up on ALL their customers 3 months into things. I'm not 100% sure if this is illegal but it's a horrendous business practice at worst.Business Response
Date: 03/31/2025
Good morning,I've contacted you via email, to discuss your recent complaint. Our rates did increase $15 but because you are on autopay and paperless billing you received $10 in credits. Your bill increased $5 to $59.99. I provided you a resolution in the email I sent you. Please respond to my email and let me know if this satisfies your complaint.Customer Answer
Date: 03/31/2025
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. Regards, **** *****Initial Complaint
Date:03/26/2025
Type: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 signed up for GoNetSpeed (GNS) as soon as it became available in my area, switching from ******** around October 2024. I made the decision based on the information provided by their sales representative. During the sign-up process, I specifically asked about price increases and was explicitly told that my rate would never go up and that this was not an introductory rate. However, since signing up, my price has increased multiple times. When I called GNS to dispute the increases, I was told that the original sales representative was incorrect and that my rate was an introductory offer. Additionally, the GNS representative admitted that the salesperson likely made this false claim simply to secure the sale. Had I been given accurate information, I would not have signed up for their service. Instead, I was misled into switching providers under false pretenses and am now subject to price hikes that I was explicitly promised would never happen. I really want to re-emphasize that this was the same reason I left ******** and that the sales rep instilled confidence in me visa vis "no price increase, ever". I should note that they gave me the "introductory rate" for the next year as an attempt to de-escalate, which I appreciated. But the facts still remain and I don't want to see future customers to fall into this same trap.Business Response
Date: 03/27/2025
Customer has been emailed with complete details and resolution.Customer's service actually began with GoNetspeed in 2023. Attached is customer's 1st invoice which details their introductory rate of $59.99. In November 2024, the introductory rate ended and the rate increased $10 as planned to $69.99. In March 2025 or rates increased $5. This $5 increase helps with cost of network maintenance, keeping our support teams local and many other things.Initial Complaint
Date:02/28/2025
Type: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 cancelled GoNet's subscription in November 2024. I did not realize this was under contract. They are now charging me $4,316.32 . I have tried numerous times to talk with someone about settling the bill. The woman I have spoked to on every call has told me the same thing every single time. She said the person I need to speak to will email me. It has been 3 months now., No one has contacted me. She refused to give me the contact persons email.Business Response
Date: 03/05/2025
Good morning,Attached you will find your signed statement of services. Your complaint has been escalated to our sales team and is currently under review.Customer Answer
Date: 03/05/2025
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. Regards, ******* *******Initial Complaint
Date:02/21/2025
Type: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 have tried to reach customer support 5 times over 3 days (Feb 19 - 21), using 855-891-7291. My internet plan states my internet speed will be 1G, but when I check internet speed it is just half that for downloads, around 500Mbps for download, and only 850Mbps for upload. Neither upload nor download speed is near what plan promises. It is impossible to reach customer service. Every time I've called I have gone through the prompts, been put on hold for 20 - 30 minutes, listened to hold music, and then gotten a busy signal. I have never been able to reach anyone. Gonetspeed disconnects the call after a long wait by giving me a busy signal. I am not getting the 1G service I am paying for and I have no way to reach customer service or tech support to correct the problem.Business Response
Date: 02/21/2025
Good morning,
I've sent you an email and opened a trouble ticket on your behalf and a member of our technical support team will be contacting you soon.
We are also looking into your call queue journey to figure out why you had difficulty reaching a live agent for assistance.
Customer Answer
Date: 02/21/2025
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. They contacted me via phone in response to my email to them and are sending a technician. Dwayne explained that they have something wrong with the routing of their customer service line.
Regards,
****** ******Initial Complaint
Date:02/20/2025
Type: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 continue to be harassed by this company’s solicitors - both via phone and home visits - after asking multiple times for them to cease and desist. Their marketing tactics are offensive and beyond the pale. It is not acceptable to try to bully people to change their internet via harassment.Business Response
Date: 02/21/2025
Good morning,I've just emailed you, requesting for your address so you can be added to our do not solicit list.Initial Complaint
Date:02/19/2025
Type: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 is my second complaint this yr with this company. I’ve been having trouble with internet service for yrs with this company after my last complaint go net speed finally sent out a few techs and replaced about 100 ft of the line causing the issue with slow internet service and offered us a $13 dollar discount for spotty internet service and the trouble we are having. First off my internet services are still 100 mbs slower than what we are paying for and getting worse by the day. Second they have been charging me for the use of their router since dec 2023 even though we had purchased our own due to failure of their router and not be able to get one for weeks through them. This company is a scam and doesn’t provide the services they claim to be offering. I’ve tried calling several times but I’m put on hold for 20 to 30 minutes every time and I do not have the time to waste on waiting on someone to only tell me they will send someone out the next day and they should call me when they are coming and nothing gets fixed no call from them until they are sitting in my driveway. If their was another internet provider in my area I would use them but unfortunately it just go net speed.Business Response
Date: 02/19/2025
I've emailed customer a response and follow up questions related to their complaint.
Customer is currently disconnected for non payment. Reviewing their trouble ticket history since their last complaint, only 1 trouble ticket has been initiated. It was opened on 2/1 and closed on 2/2 when customer confirmed all was working fine.
Initial Complaint
Date:02/18/2025
Type: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.
Keep getting billed after disconnection on January 19, 2025. Was not sent mailing label as told by customer service rep. I would!Business Response
Date: 02/19/2025
Good morning,I've emailed you the below details, I’ve attached you 1.17 and 2.17 invoices.Your services were disconnected on 1.21.2025. Meaning you are responsible for paying for services 1.17-1.21. The payment made on 1.1.2025 was for the balance on your 12.17 invoice. The reason you are receiving a bill is because there is a past due balance for days in service, and the equipment has not been returned. I've emailed you the equipment return link and your account #.
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