Complaints
This profile includes complaints for altafiber's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 329 total complaints in the last 3 years.
- 86 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:07/15/2025
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 been a loyal, long-time customer of Altafiber. Recently, my home was damaged in a fire, forcing my family to evacuate and leaving us displaced for an extended period of time. Naturally, my focus was on ensuring the safety and well-being of my loved ones—not on calling my internet provider.
Once things began to stabilize, I reached out to Altafiber to explain the situation and request accommodation for the most recent bill, given that we were not using the service during that time. I initially spoke with Vin, who showed no empathy or compassion for what my family had experienced. I then asked to speak with a supervisor, Mia, who also stated that there was nothing they could do and expressed no willingness to make any exceptions or accommodations.
Their response was incredibly disappointing and, frankly, hurtful. I wasn’t asking for much—just basic understanding from a company I’ve been loyal to for years. Instead, I was met with rigid policies and a lack of humanity.
Altafiber has made it clear they are willing to lose a long-time customer over a single billing cycle, simply because I didn’t prioritize calling them during a life-altering crisis. I’m filing this complaint not only in hopes of resolving the issue, but to shed light on the lack of compassion shown to customers facing emergencies.
Business Response
Date: 07/16/2025
As a one-time courtesy, for the fire at your home, we have issued a credit to your account. You can see your adjusted account balance online.Customer Answer
Date: 07/16/2025
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:07/14/2025
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.
My wife (****** ****** previously ***** *****) went to cancel service because we are moving and Altafiber asked us to return our device. We asked which device and they told us they were charging us a device fee for 3.5 years of service of $11.99. We already had a google home so we asked if we could use that and they said absoultely at install. They validated that we did not have one of their devices because we had the one connected to their service on thier end. We asked for that money back and they said they could not give it back and that it is the customers responsibility to look at the bill and report errors.Business Response
Date: 07/18/2025
After a full review of the account, altafiber has issued an additional credit for equipment charges. You can see this credit within the next 24 hours online.Initial Complaint
Date:07/10/2025
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 recently returned my equipment in an effort to cancel my services for financial reasons. I continued to be billed for services I didn't even have equipment for and was told that's just the way it is. Not once did the guy at the store say hey, you will continue to be billed for services you are not receiving. I was very upset when calling in and explaining this to the agent. Had to speak to a supervisor who said she could only credit 24.xx. This is not a good way to do business, charging people for services they are not receiving and not even telling them when they return the equipment. I would like my full credit.Business Response
Date: 07/15/2025
As a one-time courtesy, we have issued a credit for the prorated service. You can see the applied credit online in the next 24 hours.Initial Complaint
Date:07/10/2025
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 have uploaded the confirmation that my service was disconnected on June 9th, as per my request due to our move. Altafiber has charged for the full month of service. I have spoken with an agent on three different occasions, and they agreed that I paid for 21 days too much. I would like the refund sent, which should be $ 39.48.
They said they were going to call me on June 30th and never did. I am tired of getting the runaround with them.Business Response
Date: 07/10/2025
As a one time courtesy credit, we have issued a $28.16 credit to your current account.Customer Answer
Date: 07/10/2025
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:07/09/2025
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.
We moved from ********, ** to *********, ** in January. I paid the bill for January and took all of the equipment to the ******** Alta Fiber store on Jan. 27. The associate took all of the equipment, said it was all there, and said my balance was $0. On July 8, I received a bill for $71.85, the cost for another month of service. I called them and explained the problem. He said that because the bill was generated on the 16th, there was nothing they could do. I said that I would be willing to pay a prorated amount from the 16th to the 27th, even though my balance was $0 on the 27th. He said that wasn’t possible. I should not have to pay for a month of service when we had already moved and returned the equipment.Business Response
Date: 07/10/2025
After a full review of the account, the balance has been adjusted, as a one time courtesy to $0.00. The account is final & in good standing. Nothing is owed to altafiber.Customer Answer
Date: 07/10/2025
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:06/23/2025
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.
A charge of Fioptics Care for $8.25 / month was added to my bill. When setting up my account, I never actively clicked any boxes to have this service added. If it was selected, it was through deception. This is a service that I don't want and have never wanted. I just want basic internet and only basic internet. These add-ons should be opt-in not opt-out.Business Response
Date: 06/27/2025
altafiber apologizes for the issue. The feature has been removed & a credit was issued for the charge.Customer Answer
Date: 06/27/2025
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. However, Alta Fiber needs to halt their deceptive practice of adding services and charges to customers bills without their explicit permission.
Regards,
**** *************Initial Complaint
Date:06/10/2025
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 closed my account with Alta Fiber on May5 2025. I am receiving a bill covering April 26 to May 25, 2025. I agree I owe for April 26 to Ma y 5 when I turned in all the equipment. I have spoken to billing, and they insist I owe for the entire month of May. This is scam. I want the account adjusted. If there was an issue on the bill I should have been informed when I turned in equipment and closed the account.Business Response
Date: 06/10/2025
altafiber has fully reviewed the account & issued a one-time courtesy credit. The adjusted balance due on 6/16 is $52.56. Please the balance in full on or by 6/16/25, to avoid any additional charges.Customer Answer
Date: 06/10/2025
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:05/07/2025
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.
After months of dealing with Alterfiber on price. Also issues on service and being lied to. We left one week after new bill. Turned in equipment and what is a $80 month bill now they had the nerve to send me a $309 bill.Business Response
Date: 05/16/2025
altafiber has issued a credit for the equipment charge. The remaining balance of $79.55 for internet service is owed and due 5/16/24.Customer Answer
Date: 05/16/2025
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, reasons for rejection are included below.I should not have any balance as it was cancelled within a week of new bill. Plus why was you charging me for equipment that was turned in and cancelled earlier than the date.
Regards,
***** *****
Business Response
Date: 05/19/2025
The equipment error was corrected and credited. The service charges are valid and owed to altafiber.Initial Complaint
Date:04/18/2025
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.
Greetings:
We have tried to resolve the issue of Altafiber illegally entering our property, directional boarding and laying conduit and fiber in an area of property that we have not given them permission to do so, nor do they have a utility easement in the location to do so.
They and their contractors/subcontractors do not care.Business Response
Date: 04/21/2025
altafiber secures permits & permissions, from the proper municipalities & agencies, before installing our network infrastructure. We were told by our Construction department, you're specific concern has been addressed by the proper departments/agencies.Initial Complaint
Date:04/07/2025
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 have a wire down in my yard for 5 days and cannot get someone out here to fix it. They keep lying and giving me the run around and telling me they are going to call me back but the wire is still in my yard and I have no service.Business Response
Date: 04/10/2025
We were informed by our Field Team, your service was restored today. We apologize for the outage & appreciate your patience while we repaired the network. Your current balance has been credited. Nothing is owed on 4/28. Your next bill will print on 5/7 and will be due on 5/28.Customer Answer
Date: 05/13/2025
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, reasons for rejection are included below.Problem:
I have called about 5 times and even had an altafiber tech out and they will not bury our cable line coming from our house to the cable poll. We have a cable line laying across our yard it is even behind my child's playground. I have made several attempts to get this buried and it has not been done the wire has now been there for over a month. I'm not sure what else I can do since it has been this long and I have called multiple times.
Desired Resolution:
Finish the Job
Regards,
**** ******
Business Response
Date: 05/16/2025
altafiber apologizes for the delay. We show your line was buried on 5/14/24. A courtesy credit has been applied to your account for the inconvenience.
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