Complaints

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

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  GoNetspeed

  777 Canal View Blvd Ste 600 Rochester, NY 14623-2835

  
• 

  GoNetspeed

  75 Main St Phelps, NY 14532-1054

  
• 

  GoNetspeed

  PO Box 70730 Philadelphia, PA 19176-0730

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:01/25/2025

  Type:Billing 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.

  The bills are not dated. I have received 2 bills from Gonetspeed. The first I received during the second week of January for $86. When I signed up I had only agrre to $44.99. I called about it and had a problem they refused to look into .yes having been over billed. Now I have received another bill January 24th for $146.87 or more than 3 months the price agreed to. They also to charge me an additional $50 to reconnect. I tried to call today but was hung up on by their automated system. Customer service seems nonexistent at this point. Also if you have a problem with the service there's no tech help. My ******* phone won't connect to the router. So I don't even really have an internet service. GONETSPEED is seriously poor when it comes service.

  

  Business Response

  Date: 01/27/2025

  Good afternoon Mr. *******,I choose to call our customers as a courtesy to resolve BBB complaints.You unfortunately disconnected our call and would not allow me the opportunity to explain your billing.I will detail your billing below, and provide this evidence to the BBB as well. You were installed on 11/22/2024.Your bill cycle is the 10th – 9th every month. Since you were installed on 11/22, you did not receive your 1st bill until 12/10/2024. On this 1st bill, which I’ve attached for you above,Page 1 clearly states Bill at a glance 12/10/2024 and payment due 1/9/2025Page 4 provides your detail of charges where you see you were billed $26.99 for 11/22-12/9 and $44.99 for 12/10 – 1/9. In addition you have not enrolled in automatic payments or paperless statements, and were billed an additional $14.95 for these non-enrollment fees. On 1/10/2025 you received your 2nd invoice, and we had not received payment for your 1st invoice.So your total balance reflects the balance from your 1st invoice + your 2nd invoice. On page 1 this is accurately explained that your past due balance is $86.93 and your current billing amount is $59.94. Total due $146.87.Because no payment has been received for your invoice on 12/10/2024 for the amount of $86.93 you received a disconnect warning. Informing you that if your services are disconnected for nonpayment there is a $50 reconnect fee to restore your services. You have not yet been billed this $50 fee as your complaint to the BBB states. The above details should address all of your billing concerns.As far as your mentions of being unable to reach technical support, I do not see any trouble ticket history on your account. Are you calling into technical support or trying to reach them online? If you’d like I can ask for a member of the team to reach out to you directly. Our technical support team is available 24/7 to assist you. 

• Initial Complaint

  Date:01/21/2025

  Type:Billing 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.

  Absolutely horrible company, numerous outages, no customer service, billing whatever they please every month, claiming to be part of *** on sales side but denies any association with *** for employee discount

  

  Business Response

  Date: 01/22/2025

  Good afternoon,I tried reaching you yesterday by phone but unfortunately was only able to leave you a voicemail.I followed up today with a detailed email responding to your complaints. If you have questions please contact me ****************************

• Initial Complaint

  Date:01/16/2025

  Type:Order 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.

  In December, two GoNetspeed employees who go door to door, presented their product to us. Sam (the representative who came to our home), told us that we had two weeks of free trial; if we did not like the product we would not have to pay anything. In addition to that, Sam promised us that the company would give us an extender box for my mother-in-law's house so we could share the internet, without additional costs with the speed of 2 TB. Then, on December 30, 2024, they arrived with the product, but incomplete. They did not give us the extender box or the 2 TB. We tried to contact Sam, but she never answered us. During that period we did not like the internet service, it was slow and terrible. We called the GoNetspeed company directly. And we received the bad news that they did not offer any free trial service. We wanted to cancel with them, but they gave us the excuse that they should first report to their superiors, and then they would contact us to give us a solution. We agreed to wait, but we never got a call back. So, we called again and they told us the same thing. Anyway, I got tired of waiting and playing this game with them, and that's why I'm reporting them to you. Please help me so that they don't charge me for something that's not my fault, because to me, this all sounds like a scam.

  

  Business Response

  Date: 01/16/2025

  Good afternoon,We apologize for the inconvenience.Your concern has been brought to our sales team for coaching and correcting. GoNetspeed does not offer Free trials.The reason your account could not be disconnected at the time of your call was because the name you provided did not match the name on your account. Your current account has been disconnected and back dated to the date of your install, you will not be charged for the days you were in service 1/31 - 1/16. I have left you a voicemail and sent you an email with additional details regarding your accounts. If you need to reach me to discuss further I can be contacted by emailing, *****************************

• Initial Complaint

  Date:01/02/2025

  Type:Billing 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.

  I signed up for services in September 2024. I was told it would be 55.99 a month with autopay. I have been charged 89.99 a month since October. I have called 3 times about this and they continue to tell me a supervisor is resolving the issue and they will call me back. No one has resolved the issue and no one has called me back.

  

  Business Response

  Date: 01/10/2025

  On 1/3/2025, Our customer service manager made contact with the customer.The incorrect promotion code had been applied at the start of service. This was corrected and appropriate credits were applied to correct past billing. An apology for the delay in response and an additional $50 credit was offered. 

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  Gonetspeed sent two linemen to my home on October 7, 2024 to run a fiber optic line from the telephone pole to my house for wireless internet service. I was told I did not need to be home for the fiber optic line to be installed. The box connected to my house was placed next to my electric meter (see photo) on the complete opposite corner from where my cable hookups come into my home. On October 9th 2024, a subcontractor came to install the service and was forced to install the modem and router in my dining room. I spent two days trying to get their internet to work with no success. I sent a text message on October 11th 2024 to the salesman, Dylan, who sold me the service and informed him that I was not able to load any streamed programs on my TV or laptop despite resetting the modem several times. I also asked how I could return their equipment. Dylan told me he would speak to his supervisor, which he did not (see attached screenshots). I contacted customer service on October 17th, 2024, regarding my unworkable service and requested, they disconnect my service (see attached email). The modem and router were returned on October 18th 2024. I received a bill dated November 16th 2024 for $85.99. I contacted customer service again on October 31st 2024 regarding this bill and spoke to a Janet Byrd who asked me to email her screenshots of the text message I sent to Dylan on October 11, 2024 Janet also confirmed that the router and modem had been received. She responded back to confirm she had received the screenshots and would discuss it with her supervisor since I had less than 24 hours of working service. Instead, I was sent another bill dated December 16th 2024, showing that my bill was past due with a new charge of a $126 which includes another month of service at $40.01 (see attached statements). I have made numerous attempts to resolve this matter with no resolution. I do not want this to affect my credit score!

  

  Business Response

  Date: 12/04/2024

  Customer was contacted by our manager of service delivery on 12/3/2024 to discuss the installation. And on 12/4 I spoke with customer explaining her balance would be $0 out and apologized for the experience had. 

• Initial Complaint

  Date:10/28/2024

  Type:Billing 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.

  Hello, I am being charged by this company for equipment I returned. This was sent back months ago and they are claiming that they didn’t receive equipment. They have sent me a bill for $137.34 unless we provide proof that the package was lost. I tried resolving this over the phone and that I do not have a receipt for this as it was sent back months ago with the provided shipping label. The business says they will not charge me if we have proof from that the package was lost. We have no way of proving this but we did send the equipment back and they are refusing to not charge us. While speaking with the representative today I also learned that $80 i paid them was towards equipment so I am also requesting that I be refunded that $80 as I returned it to them.

  

  Business Response

  Date: 10/28/2024

  Good afternoon,Happy we were able to connect over the phone. As a courtesy we have reversed the non return equipment fee because we believe you did everything you could to get the equipment back to us.We discussed your final payment of $87.00 and that it was for your final invoice for service dates 5/25-6/24. You are set to received a prorated credit of $12.66 for service dates 6/20 - 6/24. 

• Initial Complaint

  Date:10/17/2024

  Type:Billing 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.

  Bad business practices I was never told once that they would charge 14.95 for a statement and no access my personal banking account this is a scam I was told my bill would be 59.95 nothing about 14.95 charge if you get a statement and don't allow them to deduct money from my personal banking account I write checks why would I want any company deducting anything from my personal banking account I never agreed to this now I am being punished. Not only that the service is as stated to me was better than ******* and this was not true in fact this service is slower than ******* whom I was with over 20 years. They promised 100.00 gift card for changing companies that is another lie you can not reach the door to door salesman anymore nothing I was told is true

  

  Business Response

  Date: 10/18/2024

  Good morning,

  I am happy we were able to connect over the phone to discuss. I have emailed you a recap of our call, thank you for being a GoNetspeed customer! 

• Initial Complaint

  Date:08/28/2024

  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.

  So after being with *** for a long time I decided to give fiber a try and found out gonetspeed was in my area and wanted to give them a try. After installation and mind you the tech that installed both the fiber lines and the internet it self were awesome and great techs. So after having the internet for about two weeks I noticed the wifi was horrible and would get around 600mbps when only right next to the router everywhere else in my house I was getting 40mbps and buffering was happening when watching simple stuff as in YouTube video streaming. Contacted home speed about the issue and they advised me that I needed to get wifi extenders in order to get faster speed. When I told them I’m paying for 1gig I should be getting that my house is not that big they couldn’t do anything and that was the only option but it comes with charges in order for them to install those wifi extenders it would be an extra 10$ a month to get the speed and service that I’m already paying for. That’s was my first problem the second problem was I had the service for two weeks signed up for autopay on the second week of having the service they withdraw money from my account for the bill that was due September 19th instead they pulled in on August 27th that’s 23dayy earlier then when I’m supposed to be paying my bill how do they know if I have the money to pay that early ? When contacted I was given the worst customer service ever they told me there’s nothing they can do that’s how their so called BS auto pay program works and if I was to get off the auto pay it would be an extra $10 plus $5 for paper billing. So they bascially want u to pay ur bill 23 days early wether u have the money or not. A manager called me once again very rude very poor customer service filled with big attitude after speaking with her I told them to schedule cancellation for September 19th after two weeks I had enough of this company. Will be going back to *** or will try ******** and their fiber. Beware of scammers

  

  Business Response

  Date: 08/29/2024

  Good morning,

  I'm trying to reach you to discuss. I've recently left a voicemail and sent an email with my contact information. At your earliest convenience please call me so I can help resolve. 

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau: I received a call from a lady that is in charge of BBB complaints and I couldn’t be happier with her customer service and professionalism. She explained to me the way their auto pay program works and that they charge in advance which made a lot of sense. I can happily say I will be staying with gonetspeed and I’m hoping it will be for a long time just like with my previous internet supplier. She also provided me with everything I need to get better speeds in which I am more than satisfied with. Gonetspeed if u are reading this message you need to give that lady a raise she was simply awesome and very through in her job. She saved you guys a loyal paying customer that is planning on staying with you guys for a while. It was a fast reply to my complaint and handled very well. As far as it goes for the other manager that I spoke with she needs more training and customer service but apart from that thank you. 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:08/22/2024

  Type:Billing 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.

  I have had service with this company since June of 2024, the bill quote I received for them was $69.99/mo with auto pay, every single bill up until last month has been $79.99 and every month I have had to call in and they do nothing about it, I have asked to speak with a member of the escalation department multiple times or a supervisor and am denied every time, I refused to pay the bill higher than I was quoted and they charged me 2 $50 fees, this months bill is $120. I will not be paying that and demand it to be resolved immediately.

  

  Business Response

  Date: 08/23/2024

  Left voicemail and emailed customer

  Customer received 2 $50 reconnect fees, for being disconnected for non payment. Both of these fees were waived and all non autopay fees were waived ($30). Explained customers current balance and due date. 

• Initial Complaint

  Date:08/19/2024

  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.

  Signed up for internet 1G. $55per month. Auto pay. My bank stated that they are putting a request through for$0. So it doesn’t pay the bill. Tried changing my card. The rep deleted the wrong card and could not help. Also, not even getting 1G. Reps came out and got it to go up to 900mbps while they were here. It stays more around 300mbps most of the time. Not too sure where the problem lies but the last rep told me they will charge me if they come check it out again. Now my auto pay states canceled. I don’t understand what Gonetspeed is doing wrong but it’s getting really tiring to have to call all the time. Inexperienced reps? My bank states it goes into pending because they don’t put an amount and I have to pay more money for their slow service. Not getting 1 G. I want to know why the payments aren’t going through and I want the speed I was promised at the price I was promised.

  

  Business Response

  Date: 08/21/2024

  Good afternoon,Left voicemail and sent email trying to reach customer.Explained in email that automatic payment was being declined. A service representative assisted the customer on 7/24 and also explained that they were deleting the payment method so the payment method could be re-entered correctly. I attached instructions for re-enrolling in autopay and explained the bill cycle, billing amount and when the automatic payment would be charged next.Regarding the service complaint, the customer is using a 3rd party router and did not want to unplug this router to connect the GNS provided router to troubleshoot with our technical service teams. I did explain that we would waive the truck roll fee if she was interested in a technician visit to look at her equipment for her. 

  Customer Answer

  Date: 08/27/2024

  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. 
  
  Regards,
  ******** *******