Complaints

This profile includes complaints for WATCH Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WATCH Communications

  3225 W Elm St Lima, OH 45805-2520

  
• 

  Watch Communication of Indiana

  807 S IN-3 Rushville, IN 46173

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:06/16/2025

  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.

  We used to use watch communications as our tv provider. Last December our satellite tv went out. They told us it would take 6 weeks before they could be out to fix it. So we looked at other options for tv and found one. Therefore we canceled our tv through watch communications.We have a $206 credit from watch communications that they have not paid. It has been 6 months. Every time I call them they say that their office has moved, they are short staffed, once they told me their printer was broken. They always say the refund has been approved and I will see a check in 2 weeks. Well guess what it has been 6 months and nothing.All that I am asking for is my money back that I am rightfully owed.

  

  Business Response

  Date: 06/25/2025

  
  

• Initial Complaint

  Date:06/03/2025

  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.

  In February I signed up for internet with Watch Communications. Since the antenna had to be mounted on an outbuilding, I was told someone would come back later to trench the line into the house. It is now June and the line is still laying across my yard. I'm afraid it will be damage along with it being a nuisance for lawn mowing. I've contact them about this 3 times and have not been able to resolve the issue. Since they are a member of your BBB I'm asking for your assistance.

• Initial Complaint

  Date:06/03/2025

  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 have been using watch communications since we purchased our house in June of 2023. Initially I was happy with their services until May 2024. Our internet went out and they took weeks to get it to even parity function again. Since then they have been putting my entire town of *************, IN on what they way are calling a bandaid solution. This solution only works adequately for some people. Its been a year now and Im still only getting 50 mbps download speed when I pay for 500mbps. With this our internet goes out at least 2-3 times a week, and I have to sit on the phone on hold for hours at a time for them to fix it. And in all of this, they are still charging me and every other customer full price. Ive talked with them so many times about getting it fixed and they say they are delayed every time. Im so tired of paying $80 a month for slow internet that rarely works. And I would have switched internet companies but no other companies provide adequate internet in our area. Ive been stuck not being able to apply to remote jobs because of the slow speeds and not being able to use an Ethernet cable with our router. We havent been able to use Ethernet cables since all of this began in May of 2024. I would appreciate any help the BBB could give in regards to getting this issue resolved because having the city council reach out to watch didnt change anything and Im beginning to get desperate. I will say that if we file complaints to their customer service we sometimes will get a credit listed on our bill but then we are still charged the full $80 and I can provide the bill statements Ive received every month. I have included the only two bills that we have recorded credits on and a picture of every charge we have received from them showing that only 2 have been given any type of credit despite me contacting them almost weekly for a year.

  

  Business Response

  Date: 06/17/2025

  Please see attached

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service 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 have placed multiple ticket work orders, along with making serval phone calls regarding my internet. Ive been without for over a week. The company has fail to return my messages. I am still going to owe the bill fully at the first of the month. This could have been resolved with a customer service return phone call.

  

  Business Response

  Date: 04/11/2025

  Thank you for reaching out to us regarding your concerns. We have thoroughly reviewed your account and wanted to share our findings with you. A new phone system was implemented through Watch Communications that extended wait times on the phone, which resulted in an influx of tickets online. We do apologize for the inconvenience and are working to make sure that does not occur again. There was a fiber internet issue at the Warrick Trails apartment complex that unfortunately took longer to fix than we would have liked. Due to the outage, we have placed a 10-day credit on your account for the service inconvenience. We value your patronage and appreciate your understanding. Should you have any further questions, please do not hesitate to contact us.
  

• Initial Complaint

  Date:02/19/2025

  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.

  This is my second complaint. My service was constantly going out. Now this last time around the first of the month it went out AGAIN. They said they had to send out a technician to fix the problem and it would be 2 weeks before they could get there. I told them that would not work due to needing the internet for working from home. I immediately went with a different company so that I could have internet that would last more than a week at a time without having to call the company all the time. Now today I received a past due bill date for March 1 saying I owe for 2 months with I do not. I have not been able to use their service for most of February and I called to have the service cancelled on 2-12-25. I do not feel I should have to pay the entire month of February or any of March.

  

  Business Response

  Date: 03/04/2025

  Attached

  Customer Answer

  Date: 03/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: My online bill statement is still stating that I owe ****** with ***** past due.  
  
  Sincerely,
  
  ******** ****** *******

  

  Business Response

  Date: 03/12/2025

  Please see attached. Thank you.

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: On March 7 they tried to run my card for a payment.  

  Your Payment was Declined
  ******** ******-*******,
  
  Your payment was declined for the following:
  
  In order to avoid late fees and interruption of service, please click PAY NOW below to make a payment. You may also contact us to update your auto pay information or to arrange another form of payment.
  
  Amount: $136.50
  Paid With: Card ending in ************9019
  Service Type: Internet
  Customer Number: ******
  Account Number: *******
  

  Also they set up a appointment for March 8th to come pick up their equipment which they still have not!
  
  Sincerely,
  
  ******** ****** *******

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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.

  Weve had this Internet and it is never ever active. I have to call and wait online for an hour and now I called again and because its Sunday, nobody can fix it. We pay good money for this and its awful my Internet travels from tower to tower and nobody can figure out a way to keep it there. This is at least a weeklyissue. I have a business and I need my cameras that are hooked up to the Internet now once again, they are not active because of Watch Communications theres gotta be something done to this company so they do their job

  

  Business Response

  Date: 02/05/2025

  Attached is a copy of our response.

• Initial Complaint

  Date:01/07/2025

  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.

  see Attached document

  

  Business Response

  Date: 01/08/2025

  Attached is a copy of my response.

  Customer Answer

  Date: 01/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22775179, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/24/2024

  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 have been told on 3 occasions during 2024 that I would be issued credit for outages. I have never received a single one. I cancelled my service which was completed December 1, 2024. I have had 3 appointments so far for a tech to come pick up the equipment. Each time they do not show and I am promised another date and time. I have spoken with ******, ***, and *** from Customer Service the past 2 weeks trying to get this equipment picked up. I have stated I am not comfortable leaving the modem/router out exposed to the weather. I leave it outside on days when someone is supposed to pick it up, then bring it in at night when nobody shows. The equipment is intentionally left in camera view by the front door just in case something were to happen. I am tired of this company lying to me. During one call I was told the support representative checked with dispatch, who checked with the technician, who claimed he called me and left a voicemail. I did not receive a call and there was no voicemail. I want the equipment picked up. A check for the promised credits would also be nice but I don't see that happening.

  

  Business Response

  Date: 01/06/2025

  Attached is a copy of our response.

  Customer Answer

  Date: 01/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  You say 48 hours... when the third party fiber line was cut near the Chicago train line, that was several days of no service.  Secondly, one of the issues with speed as low as 20 Kbps (slower than dial up) took weeks to correct.  This was a terrible impact to service.  Having service up for a few hours at a time just to go down again should not reset the 48 hour count, especially when it lasts weeks.  With this in mind I do not feel you did a "thorough" review of the account.  As far as equipment, it was finally picked up this 4th time and we confirmed on our security DVR.  The dishonesty on your companies fault is the reason the complaint was filed in the first place.  The scripted cut and paste reply is also not appreciated.   I am glad you got tge equipment, but continuing to not give PROMISED credits is poor business practice.

• Initial Complaint

  Date:10/17/2024

  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.

  My service started with Watch Communications in Aug of 24. I have had to call several times due to my wifi not working. First issue was they said I was not pointed to the correct tower. That fixed the issues for awhile. Over the last 2 weeks I have had to call almost daily. Two days ago they said I needed to unplug the power box for a few minutes and it would come back on. For the last 3 days every time I need my wifi I have to unplug the box to be able to use it. On the evening of 10-16 I waited over 45 minutes to speak to a technician and he did a thing called a provisioning(not sure if that is right word). Wifi came back on and 10 minutes after the call it went back out. Now it will not come back on at all, even after all the things they tell me to do. They are saying it is a internal issue and can not come to look at it until 10-31. This is unacceptable to have to wait that long with no wifi that I am paying for. My Husband has to do some work from home and he is not able to do his job.

  

  Business Response

  Date: 10/28/2024

  Attached is a copy of our response.

  Customer Answer

  Date: 10/28/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  ******** ****** *******

• Initial Complaint

  Date:10/03/2024

  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 have had service with Watch for several years. Around may of 2024 my Internet just started randomly dropping for no apparent reason. I waited a few weeks and reset the equipment as they have told me to do before and it was getting worse. I called and they sent someone out, he came inside for 2 minutes said he dropped a file in the router and it should be fine now. He barely got out of the driveway and it dropped again. I have spoken with a ******* on more than one occasion who most recently told me she sees the drops while being in the router. She sent someone out Tuesday 10 01 and he came in and said the router switches between 2 frequencies and every time it does, it drops service so he locked it on one frequency. He wasnt gone for an hour and it dropped again. I have had them out here at least 6 times and they claim they have replaced everything including the radio and all cables. I am paying a lot of money for this service and I work from home so when it constantly drops it affects my income. I have spoken with ****, ******, **** was the last technician here. I cant even remember everyone I have spoken with but I have paid a lot of money for service that barely works. I end up going on my cellular hotspot which is much slower. They gave me 1.5 months of credit and still my internet is not fixed. Yesterday it dropped numerous time and this morning already it dropped. One technician told me they were having issues with the tower but he wasnt supposed to tell me that. Watch communications is out here selling a service they are not providing. They are no compensating their customers for their companies faulty equipment. If they are having issues with the tower the. I would suggest they fix the tower. If they cant afford to fix the issue then I guess they shouldnt be offering service. Subpar service. I would like my internet fixed and all of the money I have paid since I initially called refunded for the crappy service they have provided

  

  Business Response

  Date: 10/17/2024

  October 17, 2024
  Complaint ID: ********
  Response for: ****** ********
  Dear ****** ********,
  Thank you for the opportunity to respond to this Better Business Bureau complaint. After a thorough review of your account, including all technician notes from numerous service appointments and phone calls with customer and technical support, we conclude that there is no malfunction with any of our equipment. We have looked at the tower from which you receive service, and no other customers report similar issues. We have run internal tests, replaced several pieces of equipment on your property, and conducted a comprehensive examination of the tower, router, cables, and all firmware and software. There are no errors, service issues, or equipment malfunctions.
  We have issued two credits in the amounts of $8.53, covering the period from June 12 to June 20, and $51.20, covering the period from July 30 to Aug. 19. We realize this is frustrating for you. However, we have not received similar complaints to other residences that receive their internet service through us from the same tower as you. We have verified there is a healthy signal. We understand if you choose to end your service with Watch Communications. You are not locked into a contract and may choose to discontinue your service at any time.

  Customer Answer

  Date: 10/18/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:your technicians have logged into the router and found many drops. Someone called me yesterday and he saw many drops. Nothing has changed in my home but your internet started dropping continuously in May. Your service worked fine here for a couple of years and now barely works. Your technician yesterday suggested I hook something up so I can keep track of the drops. I asked him what I should use and he had no answer. A tablet will only show the drop if I’m on it. Same with a laptop phone etc…. Tv is not live tv.   It is downloaded content.  It is not my computer because my phone looses connection at the same time and I am forced to go to wireless data and my wireless hotspot. This is really crappy service, I have paid you thousands over the years and you want me to just go find another provider because your technicians cannot find the issue so I guess that makes it my problem. I am the customer not your technician. I should not have to fix your issue. 
  
  
  
  Sincerely,
  
  
  
  ****** ********