Complaints
This profile includes complaints for altafiber's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 328 total complaints in the last 3 years.
- 85 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.
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,
****** *******
afiber 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.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.
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,
***** ******Business Response
Date: 07/10/2025
As a one time courtesy credit, we have issued a $28.16 credit to your current account.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.
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,
******** ******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.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.
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,
**** *************Business Response
Date: 06/27/2025
altafiber apologizes for the issue. The feature has been removed & a credit was issued for the charge.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.
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,
******* ******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.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.
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: 05/16/2025
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.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.
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