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:01/24/2024

  Type:Service or Repair 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.

  We pay $91.59 for high speed internet the most we are supposed to get is 14mbps we get half that if we are luck most the time it’s either out or we get next to none they have fiber optics that ends just up the road that’s 1000mbps for the same price as to what we are paying but we can’t have access to fiber optics so we are stuck with what we got and it’s pathetic I rely on the internet to do my job we had a technician to come fix it while he was here it worked just fine 30 minutes after he left back to 1mbps I cannot do my job it take hours just to load a website this is ridiculous I want service that’s reliable and what I pay for.

  

  Business Response

  Date: 01/26/2024

  Good afternoon, Trouble ticket was initiate by customer on 1/23/2024, repair was completed on 1/25/2024.Customer confirmed service was working properly and the trouble ticket was closed. 

• Initial Complaint

  Date:11/27/2023

  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.

  Last month I contacted go net speed regarding a $50 charge on my bill. The representative stated the fee was for a disconnect and reconnect fee. Since my bill was paid on that day of disconnect, the representative politely said they would credit me the $50 charge, if I signed up for automatic bill pay. I signed up for automatic bill pay, and called them back, the next representative told me I was all setup. He stated I he cannot adjust the bill since it’s already been printed and I would have to wait till the next billing cycle to see my Credit (which will be December) today my card I had on file with go net speed was attempting to get charged $102. The bill should’ve only about around $50.00, since I had a $50 credit coming to me. I never received the $50 credit and go net speed lied to me about it. I am looking to have a $50 credit apply to my balance ASAP since that’s what I was told by the go net speed representative. Thank you ***** ******** 

  

  Business Response

  Date: 11/28/2023

  Good morning, I have left you a voicemail and an email with options for resolution. We apologize for this oversight and are happy to work with you to correct this. If you could please call me back or respond to my email, I will have this taken care of for you ASAP! 

  Customer Answer

  Date: 11/28/2023

  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 below. I’m rejecting the offer from until I see the $50 credit I was promised.  Regards,  ***** ********  

  

  Business Response

  Date: 12/01/2023

  We understand your concern to be cautious. Your next bill will generate on 12/17 and will reflect a credit of $50.76. $50 for the reconnect fee applied to your account in September and .76 late fee. I have a reminder set for 12/17 to review your account to make sure it is accurate as promised.

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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.

  Gonetspeed was in my neighborhood putting up lines for service. They needed access to my yard because there is a pole directly behind my garage on my property. The first issue is that they accessed the yard without informing me, and I had a dog at that time who wasn't friendly towards new people, I almost let her out in the yard while there was someone there. The second issue is that there was a worker next to my garage passing lines to a worker behind the garage. The worker next to my garage trampled my garden, destroying a couple bushes, 7 or 8 ferns, and numerous other flowers, as well as 3 out of a set of 6 garden lights. This was in July, and I contacted them right away. I've contacted them again numerous times since, and I keep getting promises that they'll fix it, but then I have to contact them again a couple weeks later and pretty much start the process over again. Needless to say, I have yet to even receive an apology, let alone any kind of compensation. Also, there is either laziness or straight up lying on their end, as the last time I contacted them, I was handed off to the legal department who told me that their investigation showed that there was never any activity by their company anywhere in my neighborhood. I had been told multiple times before that they either didn't know what I was talking about or couldn't find a claim. That last time I was told that I would be contacted again in no more than 2 days after he looked into it, that was a month ago and I haven't heard anything.

  

  Business Response

  Date: 11/15/2023

  Good afternoon, I'd like to apologize for the length of time its taken to respond and handle your concern. I want to let you know this has been escalated to the highest level and I have been informed our VP of construction and service delivery will be contacting you directly. I will also email you directly so you have my contact information if any additional follow up is required. 

  Customer Answer

  Date: 11/17/2023

  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:10/20/2023

  Type:Service or Repair 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 company came in my property to install a cable wire and busted my porch and now they deny they did the damage

  

  Business Response

  Date: 10/23/2023

  Thank you for returning my call this morning, our reputation is very important to us. 

  I provided you a total of 8 images to your email address provided to the BBB. If you open image 0671, or installation manager took a photo of the area of damage in comparison to the location of where our installer completed their task of mounting the drop. Images 0673 and 0677 all show that our fiber line came down the left side of the exterior window, and placing a latter on the right side was not possible due to the location of the bush on the front left side of your home. The wiring you see on the right side of this window were preexisting wires for a different provider.
  
  Images 0669 and 0670 show the decorative porch piece that you found to be damaged. If you look you can see that there is dried glue found on this piece, which indicates this had been previously damaged and repaired with wood glue.

  During our call I offered to send a technician our to repair the piece of your porch with additional wood glue, you declined this offer and requested GoNetspeed never return to your property. 

• Initial Complaint

  Date:10/04/2023

  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.

  The company specifically told me that my account has lifetime price increase protection. This was the agreement when I began service, and it was also told to me directly in an email with customer service in February 2023: "you currently are grandfathered in under our legacy pricing. Your current pricing is locked for life." I was told new customers on new plans do not have this type of pricing protection. Now the company is going back on their word and removing the promised "locked for life" pricing from my account against my wishes.

  

  Business Response

  Date: 10/05/2023

  Good morning, I left a voicemail and email, explaining the reason this change could benefit the performance of the internet connection. But we understand the frustration of being told the price was a lifetime guarantee. All though GoNetspeed does not hold our customers to any contract agreements we do understand the value in our word, and we will be keeping you on the 150mbps/$50. If you do decide to change your service in the future, the lifetime guarantee would no longer be honored, and standard pricing would apply.  

  Customer Answer

  Date: 10/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate that they decided to honor their word and reinstate the promised lifetime price agreement. Honest business practices are important for reputation and trust with customers.  Regards,  ****** ******

• Initial Complaint

  Date:06/20/2023

  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 bank with a local ******* ****** ***** and I use bill pay. The ****** ***** mails a check to Go Net Speed. This month I had then send a check to GoNetSpeed for June 2d and in which the money was taken out of my checking account on June 2d. I understand that this is not an electronic payment. Today is the 20th of June and GoNetSpeed hasn't credited my payment. This happens every month. GoNetSpeed tells me that my payment wasn't received in time. This month I contacted the ****** ***** and asked them if the check was cashed. The bank has sent me a copy of the check that was cashed on June 8th by GoNetSpeed and yet my account still shows past due as the 20th. This happens each month. I want my account to be credited properly and with no late fees and that this should happen each month as appropriate. I will not provide my account information to GoNetSpeed for automatic withdrawal and after past discussions with GoNetSpeed in prior months I believe the lack of proper ****** to my account is to try and get me force me to have an automatic payment. I don't appreciate this tactic. I should also so the service goes down "All the time" it's not an improvement over any other service that is available, and the customer service is horrible. I have attached a copy of the canceled check and a statement from the bank.

  

  Business Response

  Date: 06/23/2023

  Good afternoon, I apologize for the delay in my response. The check was posted to your account on 6/21/2023. On 6/21/2023 a GoNetspeed representative contacted the primary account holder and explained that the check was posted to the wrong account in error. This error was corrected and the late fees were removed from your account. I sincerely apologize for the inconvenience this caused. Should you experience this again in the future please don't hesitate to contact me directly, my name is Lauren ****** and I am the customer advocacy and continuous improvement manager, these types of inconveniences are very important to me to eliminate from happening again in the future. **************************** 

  Customer Answer

  Date: 06/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  After much arguing with the person that called me, I had to encourage them to view the second page of the letter my bank sent me to see the cashed check. She then posted the payment on the date of the complaint, rather than the date received which makes my payment history still show late. So embarrassing on my end to have a payment show late even though it wasn't. I wish it was backdated to the 8th of when it was received. I can't possibly show a late payment when it wasn't late. I know some people don't care but I even got a disconnect notice. I was humiliated.  Regards, ******* ***** 

  

  Business Response

  Date: 07/07/2023

  Good afternoon *******, I understand your concern, but I can assure you that the check was posted to you account and a new SO#****** was created, you can reference if needed that removed the .85 late fee that was posted to your account. Your account is in good standings, and it will not reflect on your ****** or payment history in a negative way. Your current account balance is $89.93, this amount was posted to your account on 6/10/2023 and a payment is due by 7/15/2023. Using you bank to mail checks on your behalf is always an option, but the problem with checks is it is a manual process, we always hope that no mistakes are made but unfortunately mistakes do happen, but we will always correct it and remove any unnecessary fees when this happens. In your situation this has all been corrected and fees were removed.  I always suggest customers enroll in autopay to avoid the chance of human error, by using a ****** or debit card. Then every month you receive your invoice on the 10th and autopay processes on the 20th.  If you would like to discuss this further or need other assistance I can be reached at my direct line ************ or by email ****************************-Lauren ****** Customer Advocacy and Continuous Improvement Manager 

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair 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.

  On 5/12/23, a GoNetSpeed tech came to my home for an initial installation of internet service. The tech was asked several times NOT to install equipment next to 1 particular outlet. The tech was also shown the desired area for equipment to be replaced. The tech ignored the requests and proceeded to install based on what appeared to be more convenient for him. In following up with GoNet and informing that equipment CANNOT be installed where placed by their tech due to an electrical issue. They agreed to have a tech return to my home to rectify the matter. A tech came to my home on 5/26/23 to change the location of the equipment. He indicated there would be no issue moving the equipment to the desired location. Now that GoNot has honored my INITIAL request for placement of equipment, I am left with 1 sizable hole and 2 additional holes (see attached). I am seeking for GoNet to provide funds to cover the cost of the work that will be done to cover the holes. All could have simply been avoided had the original tech listened to the customer

  

  Business Response

  Date: 06/06/2023

  A voicemail and email has been sent to customer to discuss complaint and request for damages. 

  Customer Answer

  Date: 06/08/2023

  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. I do not see a formal reply, from the business, in the communication history. I see a reply dated 6/623, stating that the business called/emailed me. I would like the business to share details regarding their offer directly with the BBB, in an effort to avoid confusion as to what is being offered.  Regards,  ******** ******  

  

  Business Response

  Date: 06/08/2023

  Email correspondence attached.  On 6/7 I spoke with customer on the phone and email, offering for a technician to return to repair the holes left in their wall from the ONT move, and take a paint sample to get a paint match to in addition come back and paint the patched holes. I also gave the customer the option to use a 3rd party contractor we work with if they would prefer it not be one of our technicians. I am awaiting a response from the customer on a date and time for when I can arrange this. And if they would prefer 3rd party contractor or a GNS technician. As an add on to the above resolution I offered a free 3rd month of service if the customer agreed to update their complaint with BBB stating that her complaint had been heard and resolved. Waiting on response from customer, on above offer for resolution. 

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair 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.

  On February 7 2023 I could not make any phone calls. I received a message, sorry but your call can not be completed. I called Go net speed the next morning for help. I was told they would look into it. I have been calling almost every day to resolve this problem. I am asked for some phone numbers that I would try so they have a starting point. I can call local, but that is all. Every other day they ask for phone numbers and times of day I call and are told they need a starting point. This is March 8th 2023. My husband has a heart monitor that is a long distance call and there is no way to send his pace maker and defibrillator checks if he may feel he has trouble. I need this fixed asap.

  

  Business Response

  Date: 03/20/2023

  Hello Ms. *****,The issues that you experienced around long distance calls were not related to the GoNetspeed network. Our Voice Engineering team worked with other carriers to help with the problem and we believe the issue has been resolved.-The GoNetspeed Team

• Initial Complaint

  Date:02/14/2023

  Type:Product 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 am being billed monthly for internet service provided by wivalley through gonetspeed. My service is so unreliable I have to keep a dsl hook up through *******. How can they bill me for a full month's service when it's only available when the weather is good. They call me all the time, gonetspeed, but nothing gets resolved. They even told me to call wivalley directly because they're not getting a response. I have called and i never get a response, EVER!! When it works it's great just doesn't work. How can they keep charging for a full month's service when it only works half the month. I give up PLEASE HELP!

  

  Business Response

  Date: 03/08/2023

  Hello Tim,

   Your service has a max throughput of 12meg down and 2meg up. Those speeds are possible under ideal conditions (without interference).  Often interference plays a role in the performance which is why it may seem as if it is not working. In addition, having two or more TVs streaming at the same time with this service is maxing that service capacity even while conditions are ideal. Since you are utilizing the max capacity of this product, as much as we would love to help you further, we do not have the ability to provide you with a more robust or higher speed service and suggest you explore other internet options in your area. We are glad to keep you as a customer and provide a $10 credit each month to address the product limitation, but we cannot provide a higher speed or more stable product in your area.

• Initial Complaint

  Date:01/19/2023

  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.

  I have been having this problems for about 6 years. Internet goes out every hour on the hour. I have made several complaints to tech service and nothing been done to fix this issue. I have been through several modem replacements and nothing is resolved. I am being charged an incredible amount of money to have spotty internet service. On top of the spotty internet, I am suppose to get at least 940 mb/s service (Which again I'm paying nearly $120 a month for), but i can barely hit 500. I would like BBB to help me resolve this issue since I cant get the issue resolved with myself alone.

  

  Business Response

  Date: 01/30/2023

  A member of our Tech team ran Wi-Fi speed tests on the customer’s equipment. The equipment provided by GoNetspeed showed sufficient speed results, however we learned that the customer was using an additional router, which was negatively impacting Wi-Fi speed. We reviewed this with the customer and he decided to disconnect the second router. GoNetspeed is sending the customer a Beacon. Once installed, our team will do a follow-up speed test.

  

  Business Response

  Date: 02/27/2023

  Our team has addressed the main issue which was determined to be two routers hooked back-to-back. When moving the customer to a single router the router would only put out 500mb. The customer upgraded to a GoNetspeed combo and has had no issues since the upgrade. The modem was checked 02/27/2023 and no drop was observed. Records show the modem has been at speed and performing for the past six days. Customer was contacted on 02/23/2023 and reported service had greatly improved and is working well. 

  Customer Answer

  Date: 03/02/2023

  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.   Regards,  ***** *******