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.
If you've experienced an issue
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:06/12/2024
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 ended my internet service on 3/25/24, and was told I would get a check for the partial month I had prepaid. Instead, on 4/15 my credit card was billed for $56.43 per my account auto pay setup. I called GoNetSpeed to complain and they stated when the person entered my disconnect my autopay was not turned off and he deleted my card. In the mail I received a 5/1 statement showing a credit balance of $67.71. No check. I received a 6/1 statement with the same credit balance. No check. When I called "Janet" said a check was "done today" and circulating for approval and I should have it by the end of the month. A month to get payments mailed? They did not allow >60 days for me to pay! I can no longer access my closed account and will not be using a credit balance. How do they balance billings and receipts? I am tired of chasing this down with their phone tree and just want my refund not another statement.
Business Response
Date: 06/13/2024
Good afternoon,I've recently left you a voicemail and email. I've received confirmation that your refund check was mailed on 6/10. I do apologize for the length of time this has taken. Thank you for bringing this to our attention.Customer Answer
Date: 06/17/2024
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, ***** ****Initial Complaint
Date:06/10/2024
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.
Company has attempted solicitation to my property 6 times over the past 24 hours despite ignoring them. The most recent time I just returned home and was pulling into my garage where I told them to get off of my property. They appear to have a van sitting on my street which is where the solicitors are based.Business Response
Date: 06/11/2024
Good afternoon,I am trying to reach you for a few more details, including your address so it can be added to our do not contact list.I've left you a voicemail with my direct line and sent you an email at the provided contact email.Customer Answer
Date: 06/11/2024
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,
***** ******
Initial Complaint
Date:06/04/2024
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 been told 3x that my fiber would be installed. The poor sales girl does not know why it has taken months now to run the line to my house but everytime I talk to her she talks to someone named Josh to schedule and I keep getting ghosted. It's unprofessional and frustrating. Not to mention all my neighbors and friends are going through the same thing with go net speed here in Alabama. We need our fiber set up!!!!Business Response
Date: 06/06/2024
I've recently left a voicemail and sent a email.The reason this install was delayed was because the drop was required to be buried.Our process is to communicate any delays in installation to our customers by calling or emailing. If this step was missed please let me know.Drop was completed on 6/4 and installation completed on 6/5.Customer Answer
Date: 06/13/2024
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, ****** *****Initial Complaint
Date:05/10/2024
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 been having spotty internet access within my home, never had issues until yesterday. I called and spoke with Rudy, he told me he would transfer me to tech support. I went to ask another question and Rudy just starting yelling at me "one thing at a time". I told him no need to be rude and he just kept going. I asked to be transferred to cancel my account, he then stated that there is a disconnect fee, he them yelled I will only transfer you to tech support. I dont need to deal with this with my health issues. Go net speed has raised my rates twice since the beginning of the year and yet this is how I am treated. Either fix it, get better help for your company or cancel me I will go elsewhereBusiness Response
Date: 05/10/2024
Customer and I were able to connect over the phone. It was discovered that the representative that assisted him previous was someone from our after hours call center. The call recording has been pulled and will be reviewed and dealt with, as this is not the reputation of service GoNetspeed wishes to provide. The customer was provided my contact information should they need anything in the future, and a trouble ticket was opened on their behalf for a member of our technical support team to reach them directly. The customer no longer wishes to cancel service.Customer Answer
Date: 05/13/2024
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. Thank you Lauren for all your help you are greatly appreciated. Regards* **** ***Initial Complaint
Date:05/01/2024
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've been a customer with GoNetspeed for several years now, and to my understanding was one of the first to sign up for internet service in my neighborhood. At the time, they were a newer company, promising a lifetime charge of $50.00/month for internet service. I never signed up for any autopay options, as that was never a stipulation to be locked in at that price. My bill has always been paid on time. All of a sudden my bill has increased by 10 dollars, stipulating I must sign up for autopay or be "punished" with this 10 dollar upcharge. Repeated emails and phonecalls have been left unanswered, and the one service representative I was able to speak to, was very uninterested and rude. I was promised to be locked in for life at 50 dollars per month, a promise that has now been withdrawn. Terrible treatment of loyal customers.Business Response
Date: 05/03/2024
Customer and I were able to connect via phone, and had a conversation regarding this complaint.
Customer is satisfied with resolution provided.
Initial Complaint
Date:04/22/2024
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 first signed up with gonetspeed in October and set up autopay through the only checking account I own. November I was charged 37.99 for my first month and a few extra days added into the billing cycle. in Dec they didn't pull a payment from autopay and billed me double in January and charged me a late fee for their failure to pull the amount billed out of autopay saying the bank refused charges so they charged me $30 for returned funds which is bs because I didn't change anything to my account. then February it comes out no problem for the proper amount but in March they overcharged me. they said I was billed for losing the acp discount which wasn't supposed to end until April was over. so they owe me $30 for a wrongfully charged late fee and another $16 they should not have taken as I wouldn't have lost my acp discount until April was over.Business Response
Date: 04/25/2024
I've made 2 attempts to reach the customer. A phone call and an email on Tuesday and again today, Thursday, 4/25. I've explained to the customer that the $30 return payment fee is what we were charged from her bank, her account # was entered incorrectly. And I provided email records of her communications with our billing team on 1/3/2024, which lead to a team member updating her account # for her, so that payments could process successfully. Because this was a one time occurrence I have agreed to waive this fee as a one time courtesy. Regarding the $16 fee, this was a prorated amount for her rate change. Customer was enrolled in ACP, but we received notification from the FCC, that the customer transferred out of ACP, ending her credit with GoNetspeed. Transferred out means the customer requested the ACP personalized account # be used for a different service. The ACP personalized account # can only be used for 1 service, which is why GoNetspeed was notified. The resolution for this complaint is $30, please let me know if you need anything else.Customer Answer
Date: 04/29/2024
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear my account was charged via autopay in November with no issues. Nothing was changed by me at all, so December should have came out just fine. there was no account number changed by me in December and the only account number they ever had is literally the only checking account I've owned for 12 years. I don't know why Gonetspeed insists I changed the account number or that it was incorrectly given to them in October when they were able to take the amount of November's bill out in November. this is getting utterly ridiculous and if it continues I will be in contact with my lawyer regarding this matter. Also the ACP thing is bs as the only thing I changed regarding ACP was canceling my government phone. there was no 2nd device connected to the internet except my Gonetspeed modem and I had both with no issues until March so I'm not sure why canceling my phone would cancel ACP for internet in March when ACP was supposed to not end until April. I'm getting sick of the games. if this persists, I will forward everything to my lawyer and take it to court. Regards, ****** *****Business Response
Date: 05/03/2024
I've left 3 voicemails and sent 3 emails to the customer over the course of this complaint. All attempts to reach to discuss have gone unanswered. All evidence has been provided in previous responses. There is nothing further I can do without receiving a response on what will satisfy her.Initial Complaint
Date:04/18/2024
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.
My complaint is $10 up charge without prior notice.Business Response
Date: 04/22/2024
Good morning, I am trying to reach you to discuss your concern. I've recently left a voicemail at the phone # provided and sent a follow up email to the address provided. If you could please provide me with the information I'm looking for, I'll be happy to assist with your concern.Initial Complaint
Date:02/19/2024
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.
Door to door salespeople are pushy and obnoxious. I have been bpthered 3 times in the past 2 months and told them NO each time and they don't take NO for an answer. It is bordering on harassment. I was just bothered again at 3pm on Feb 19 and was tempted to call the police as the guy would not stop talking and go away.Business Response
Date: 02/21/2024
Good morning,
Thank you for bringing this to our attention. While we want to be present and available to prospective customers, we definitely don't want to be pushy. I have requested that your address be removed from our door knocking and mailing lists. I apologize for the disruption this has caused you. I have also informed our sales team management, so that they can review our processes with their sales team.
Initial Complaint
Date:02/18/2024
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.
A GoNetSpeed door to door guy came to my house and convinced me to try a FREE month of internet and said there would be no charges and that we wouldn't need to cancel and that it cancels automatically. I was told I would be contacted at the end of the month to ask if I'd like to continue service, instead they sent me a bill for seemingly 2 months of service when we stopped using it after the first week because it was always disconnecting. With all the information that was exchanged by word of mouth with the associate I thought for sure that especially since I didn't give them my payment information that they would not be able to charge me for anything. Also it doesn't state on the bill that it's for two months of service and if it's not then they charged me double what they originally stated the monthly bill would be if we decided to continue after the free month. I did not decide to continue after the free month. They purposely didn't call me and let a new month rollover and then said "Yeah let's bill him, better yet lets bill him double". I'm furious, as they stated that they were a Maine based company and were more trustworthy and customer focused.Business Response
Date: 02/20/2024
The customer and I were able to connect and chat by phone today. I offered the free month of service that was originally promised and explained the charges on the customers first invoice. Unfortunately the information the customer was provided during registration was incorrect, and this is being dealt internally with additional training and coaching of our door to door representatives. The customers account has been disconnected and back dated to the original start date to eliminate all charges on the account.
Customer Answer
Date: 02/22/2024
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,
******** ******
Initial Complaint
Date:01/24/2024
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.
Horrible customer service, initial rep lied, they blame each other for each other's misinformation, and this do this in front of the customer. They take autopays out 5 days after something is due and then send disconnect notices when it's past due. The first sales person lied and said that I'd get 1G internet everywhere in my home. While technically not a lie, it's intentionally misleading by not saying, "to accomplish this, you must use ethernet everywhere in the house." or something like that instead of allowing the customer to believe that they will get 1G wifi interent everywhere in the home. They also sold an extra booster for no reason (according to technicians that came to the house). The original contractor who installed the internet did it in the garage where I have zero wifi enabled devices. Also, how would I get an ethernet cable from the garage (to fulfill the sales person idea of 1G everywhere). The second group of installers came in and had to move it, putting an additional (small) hole in my house. We have better coverage, but nowhere near the original guarantee and didn't need the booster. I set up auto-pay on 1/2, expecting a payment to come out then. Payment didn't come out until 1/22. No one initiated this, it automatically came out. The service rep (no empathy, complete lack of understanding, no de-escalation skills at all) doubled down on "this is the way it is and I have no control over that." My due date is the 15th every month (new news to me) and my payment will come out on the 20th of every month going forward. I'm now 25 days ahead and was given the explanation that if my card declines then I have 25 days to fix it. Which is horrible logic. Why can't I pay when it's due? Why am I forced to pay 25 days ahead? Every single month it has been something different with this company. I'm not looking for any compensation, but they have to understand that customer service/installers and everyone in between is a representation of the company.Business Response
Date: 01/26/2024
Good afternoon,I have responded in detail to complaints and concerns via email, and offered to have a call if needed. I have explained customer is set to received a free 3rd and 6th month of service and as a courtesy I have waived the late fee, non autopay fee, and paper statement fee. Our bill cycle dates and due dates are all printed accurately on our invoices, which are available to our customers through their SmartHub billing app. All communications regarding SmartHub Billing and Service Statements were successfully delivered to the email provided by the customer. Waiting for response from customer before considering any other reimbursements.Business Response
Date: 02/02/2024
On Tuesday, 1/30 after a conversation with Tom P****** COO, *** agreed to give GoNetspeed a "do over" part of this conversation and agreement was a credit of $190.00. This amount was applied to the customers account balance, wiping the slate clean for a fresh start. The customer is still set to receive a free 3rd mth and 6th mth of service as part of the new customer promotion in addition to the credit of $190.00 already applied.Customer Answer
Date: 02/05/2024
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,
*** *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.