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:12/15/2022

  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.

  Gonetspeed sent a technician to install equipment in my house to allow internet access. In November, I contacted GOnetspeed to let them know I no longer needed internet connection from them. Initially, they sent me an email that I owe them $100.00 for having the service for less than 30 days which was incorrect as I had the service for over 2 months. After they stopped harassing me on $100.00 fee, I got an email about returning equipments with a prepaid post. I called customer service and explained to the representative that I am not qualified to uninstall the equipments since its bolted to the wall; besides, the diagrams doesn't look anything like what was installed. I requested to have a technician come over for the uninstall. The customer representative was sympathetic and informed me a technician was in my area the following day and would call to confirm when to pick up the equipment. Following day, no one called. I sent an email to the following day to let them know the technician did not come. No response. About a week later, I sent another email to enquire about the dead silence to which another customer agent responded that they will send a return label for the equipment and that they reached out to me on my number earlier and that my phone was not in service. I let them know my phone numbers have not changed in years and active and also, restated my conversation with the representative. No response up till now. I would simply like them to uninstall their equipment and not charge my account over $200 for something I am not using. I have been very communicative and flexible as to when they can come get their equipment. Typically, most companies pro-rate your bill based on disconnect date; gonetspeed has not responded to my email about amount due back even though my account was up to date ( paid ) when I disconnected. Based on mail from Gonetspeed, I understand when they bill you for equipment, it will be sent to collection agency if not paid.

  

  Business Response

  Date: 01/06/2023

  GoNetspeed contacted the customer and removed the pending ‘failed to return equipment’ charge from the customer’s account. The ‘less than 90-day $100 cancellation charge’ was not processed. The billing issues have been resolved and the next bill will display a credit. The customer will receive a check for the credit amount.

• Initial Complaint

  Date:12/07/2022

  Type:Product 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 paying $89/mo for 10mbs download speed and 1 mb upload speed for approximately 8 years. In the last year or more I am barely receiving 4 download and maybe .30 upload. I have called for resolution many many times and have not received it. I am not looking for refund I am wanting the proper service that I am paint for. I am disabled and mostly home bound 

  

  Business Response

  Date: 12/17/2022

  Ms. ***** has had 7 trouble tickets over the past year. The first few were due to temporary drop issues, and the remainder were due to over utilization of the bandwidth she was receiving. Further investigation revealed that at 12,000 ft, she could only get up to 7-8M, and she was paying for the 10M product. To remedy the situation, we are providing Ms. ***** with a second loop to bond to her existing one which should push her bandwidth over 10M. This is being installed on 12/29/22. There is no price difference between the 5M product she was receiving and the 10M product for which she was paying. As a courtesy, we have issued Ms. ***** with a one-month credit of $89.95 ($79.95 for the DSL and $10.00 for the modem/router rental). Her improved service will not result in any price increases. In fact, her modem/router rental was reduced by $2 per month for additional savings. Lastly, we are waiving the $50 installation fee for installing and bonding the second loop. 

  Customer Answer

  Date: 12/20/2022

  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:09/21/2022

  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.

  They promised 1gb upload and download speeds for fiber optic internet. The equipment they installed and delivered only support 600mbs. Charging the 1gb price they didn't create the account with the correct email address despite it being spelled out on paper for the technician. Two months out they still haven't responded to three customer service calls and two emails describing the problem, with a simple solution provided by myself. Provide the appropriate equipment, 2 30' Ethernet cables and 2 Ethernet splitters. Radio silence from the company. They did send me the bill for two months of service at 59.99$ a month for 1gb internet and only delivered 28mbs. Which is what I was receiving with my previous provider. Beware of this company and everything they claim to be.

  

  Business Response

  Date: 09/23/2022

  I have sent the following email to the customer:

  Note we have been in contact with him.

  I am reaching out to you to let you know that we are aware of your concerns that GoNetspeed is not providing the speeds we advertise.I can assure you that the entire GoNetspeed team is committed to your satisfaction as well as providing you with a service that matches your expectations.  Everyone at GoNetspeed is committed to making our customers happy.  I have researched your tech support case and it looks like we spoke to you on 8/19 to review speeds and it looks like the case reflected that you were ok.Yesterday, another case was opened that you are not satisfied with the speeds.

  There is a comment from our tech support:
  “when installed was getting 700mbps on every single device, now getting 200, found beacon 2 was only capable of 600mbps online”
  Once we received that, our field technician Javier was dispatched and tried contacting you twice by phone but could not reach you.  He wants to come onsite to assist but does not want to do so without permission.
  We are having someone else reach out to you again today.
  As far as the equipment and service goes, our Beacon 2 router is capable of nearly a full gig throughput wired (nearly because there is overhead for packet encapsulation) and nearly 700meg wirelessly.  I also understand you have a mesh unit which is wireless, and if you are connected to that, you may see speeds of 600-700 wireless (assuming no interference)
  Please understand that GoNetspeed prides itself on customer satisfaction and our responsiveness, and everyone here wants to provide you the best possible service which is why I am reaching out to you directly to ensure that you have all the support you need.
  Please feel free to let me know what else we can do to assist.
  The last thing any of us want is a customer that is not satisfied.  I am also going to include this on the BBB complaint as an update.
  Please feel free to contact me,
  Thanks,
  Tom

  Customer Answer

  Date: 09/27/2022

  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:07/13/2022

  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 was a very satisfied customer of GoNetSpeed paying $70.00 a month via automatic payment from my credit card ( the only method of payment allowed by the company ). I had to cancel my service because I moved to a location where GoNetSpeed does not offer service. I contacted GoNetSpeed on 5/25/22 to request disconnection effective 6/19/22. The service was disconnected as requested on 6/19/22 and I mailed back their equipment on 6/25/22. I made several attempts to reach them to confirm the equipment was received and finally heard back on 7/5/22 at which time they confirmed via email that the equipment was received and that since they had erroneously charged my card on 6/17/22 for the service period of 6/17/22 to 7/16/22 they would be issuing a refund to me in the amount of $65.33. That refund was not received and I started attempting to reach them about the matter on 7/9/22. None of my messages or emails were returned, online chat does not work and hold times exceeded 30 minutes. I finally received a response via social media on 7/13/22. They are now advising that the refund process may take up to an additional 2 months at which time a paper check will be mailed if a refund is owed.

  

  Business Response

  Date: 07/21/2022

  We have reviewed the situation that ******* has experienced and have reached out to her to resolve.  Her equipment has been returned and we will be issuing a refund.  Recently, GoNetspeed changed their database and have been a little slower to respond than normal and for that we apologize.  We are also reviewing our policy to refund the equipment fee within 30 days as apposed to 60.  Tina B******* (Customer Service Manager) has reached out to speak with ******* to rectify the issue to her satisfaction.  Tina has called and written an email to:

  ************************

  and we hope to hear from her and resolve the issue.  If not, she can still expect her refund of $65.33 within 60 days, but we are trying to get it done sooner.

  We are sorry for the inconvenience and we really appreciate her loyalty and patience throughout.

  Thank you,

  Tom P******

  Chief Operating Officer.
  

  Customer Answer

  Date: 07/22/2022

  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 below. Regards, ******* ****** I will consider the complaint resolved when a refund is received. It has not been received as of this date. My understanding is that GoNetspeed lacks the ability to refund payment electronically and so the refund is being mailed to me from another state. I would also like to confirm that this is not a refund due to an equipment fee. This is a refund from a payment that was charged to my credit card automatically by GoNetSpeed for a 30 day period of which I had service for 1 day. Service was requested disconnected approximately 3 weeks prior to the payment being processed. Rather than invoice me after disconnection for the approximately $4.00 charge for the 1 day of service, GoNetspeed charged me for a full month of service and then refused to refund the overage in a timely manner. 

  

  Business Response

  Date: 07/26/2022

  *******, I completely understand and agree with your frustration.  We have a new system in place and we are working though it as quickly as possible.  That said, we immediately cut you a check (Check *****) was sent to July 22, 2022.   Attached is a copy of the check.   Please feel free to contact me directly if you want to discuss further, my name is Tom P******, i am the chief operating officer and all the employees live breath GoNetspeed and do everything for our customers and we want to make this right.  ###-###-####