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Business Profile

Internet Services

Copper.net, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Copper.net, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Copper.net, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/17/2024

      Type:Customer Service Issues
      Status:
      Unpursuable
      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 checked my email on Monday...no problems... then i checked my messages on Tuesday 7-16-2024.. every time i put in my email address and password it came up with error message.. i called company... left message...no call back. Then i checked my email again ... same problem... i called company.. i left message again... i waited about an hour.. i called back left another message... again no return call. I have been with this company for about 10 years. they usually call back fairly quick... but nothing this time...

      Customer Answer

      Date: 03/11/2025

      I have not had this service for about 10 months . I just noticed on my bank account that they took out the 5.00 dollars . I want to know why they started billing me for this service which I no longer have. Unless someone hacked their account and now they have my account information.

    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 not received any emails in the last 9 days. I normally get 150 or more a day. I have contacted customer service online twice. I have called about five times now and left my name and email. When the phone is picked up they say and I'm paraphrasing her: unfortunately they cannot speak to us right now but if you leave your name and number and email address address they will try to fix the problem. I have had absolutely no response

    • Initial Complaint

      Date:06/13/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 father is 87, and can’t use a computer or cell phone anymore. I canceled his account 2 years ago. I noticed on his bank statement that for the last 3 months they have been drawing $5 a month as though his account has been reopened and he nor I reopened it. I’ve left numerous voice mail messages (because the line never seems to be open for business) yet they do not call me back.

    • Initial Complaint

      Date:02/22/2024

      Type:Product Issues
      Status:
      Resolved
      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 with them for 25 years. The service went out the day before yesterday, but came back in a couple of hours. Then the service went out again yesterday about 9am, and it has been off ever since. I talked to them, and they said they changed their billing system, and my account did not go through. I got a voice mail yesterday from someone saying they needed to update my billing info, and I've called back 15 times, but haven't reached a representative. My account is paid through August.

      Business Response

      Date: 02/23/2024

      Hi this is ****** with Copper.net SLooks like someone added a new card to our system ending in **** on the 21st. Also hoping you were able to regain access to that email, if you still have any issues with any of these we will do our best to resolve the problems. For the quickest response time contact me at my work phone of ###-###-####, leave a voicemail and I'll be able to get back to you promptly. 

      Best,

      Copper.net Support

      Customer Answer

      Date: 02/23/2024

      The phone number given to me by Copper - does not work. No contact.

      Business Response

      Date: 02/27/2024

      Got the billing sorted out and restored access to the email, can leave a voicemail at ###-###-#### if you have any more questions.

      Customer Answer

      Date: 02/28/2024

      BBB:

      You saved the day. Copper would never have responded without your help. They even charged me more money, even thought i am paid up for 6 money months. The charge was removed and Copper has sort of fixed the problem. When i get all my information from my account, i will leave Copper. Not a good group. You are wonderful!!

      Thank you, thank you, thank you.



      I accept the business's response to resolve this complaint.

      Regards,

      Schuyler Hurlbut

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since February 5, 2023 I called and emailed the support and billing departments at copper.net to state I would like to continue my email services with no response. I have called numerous times with no call back. As of yesterday, I am unable to get into my email account. It says user name and/or password aren't correct when they are. So I try to change my password and I get a message that I have no security questions. I called yesterday and I have called numerous times today with no call backs. I have also emailed the support and billing departments again today also.

      Business Response

      Date: 02/21/2024

      We have restored access to the email and made plans to close the account the 1st of March, 2024.

      Best,

      Copper.net Support

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a long time customer of copper.net. Recently, I have been unable to access my email account, the only one I have. Numerous calls and messages left on the support line have not resulted in a callback.

      Business Response

      Date: 02/21/2024

      We apologize for the slow communication. We have restored access to the account with a password reset on 2/21/24. Contact my work number at ?###-###-####? for faster support if you run into any more issues. 

      Best,

      Copper.net Support

      Customer Answer

      Date: 02/22/2024

      Thank you, the matter has been resolved. 

      Customer Answer

      Date: 07/25/2024

      BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  


      We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB ****************** Services. We appreciate the patience and understanding of the parties.



      Complaint Type: Service Issues

      Problem:
      Copper.net is my email provider. I have not had access to my email account since July 15, 2024. I have contacted copper.net customer service 8 times since July 15 and as requested left a message providing details of the issue, the promised call back has never happened. I have had this email address for 20 years and never experienced a problem until February 15, 2024 when the same issue occurred. BBB was instrumental in obtaining a resolution at that time on 2/21. The same issue occurred 2/24/2024, the company resolved the issue on 2/26. I was told whenever a change is made to the system, my email address is kicked out for reasons unknown. When the company called me back, the issue was resolved in about 1 minute. I have made a good faith effort asking for help, but obviously, have been ignored. Therefore, I am again requesting the help of BBB in getting access to my email restored. Thank you! My phone number is **************.

      Desired Resolution: Contact by the business

      Customer Answer

      Date: 08/19/2024

      BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

       

      We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.

      Complaint Type:
      Service Issues
      Problem:
      I have not had access to my copper.net email account since July 15, 2024. I have called the helpline numerous times with no response from the company. I established an Apple email account so I could communicate with copper.net and have sent numerous emails with no response forthcoming. I am a paid subscriber and have not had access to my copper.net email for 32 days and counting. My copper.net email address is: ***************

      Desired Resolution / Outcome
      Access to my email.

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 an email only subscriber to copper.net. I have been a customer for many years and this past October they raised the price for my wife’s and my email service to $59.90 a year. I received the last email at a little after 4PM on the 13th of this month. Neither I or my wife can send or receive emails because we get a response back saying the server doesn’t recognize our usernames or passwords. I have called their support number and left messages several times as well as emailed them several times through my Microsoft email account with no response back. They must be having serious problems if they can’t reply to their paying customers.

      Business Response

      Date: 03/18/2024

      We greatly apologize for not emailing you back regarding this matter, we attempted to call you several times but they may have not reached you successfully. It appears that *****@copper.net is on and receiving emails okay, but if you continue to run into this issue we will certainly investigate. For now we have temporarily changed the password for *****@copper.net and sent it to [email protected] to get access back. Again if you continue to run into issues please let us know.

      Customer Answer

      Date: 03/21/2024

      First of all, I am happy that their support finally after 34 days, got my wife's email working.  I dispute the fact that they tried to call me several times.  They could have simply sent me an email over a month ago to fix this problem.  I cannot truthfully rate their support as anything but poor.  Someone in their organization needs to look into this matter.

    • Initial Complaint

      Date:02/15/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Copper.net host my webpage and e-mail, I haven't been able to login to e-mail due to errors. Customer service does not respond to calls or e-mails from alternative e-mail account. There is no option to speak to anyone directly.

      Business Response

      Date: 02/20/2024

      Hi *******,

      Apologies for the slow communication. We have attempted several calls to assist in getting the passwords reset for those accounts, unfortunately our email line is quite full at the moment and some have slipped through unnoticed. The best way to reach us is through a voicemail to my work number at ?###-###-####?. Otherwise, please let us know when we can reach out to get those emails back online.

      Best,

      Copper.net Support

    • Initial Complaint

      Date:01/29/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 attempting to cancel my internet services with copper.net and the company does not respond to my emails or telephone calls

    • Initial Complaint

      Date:01/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 use copper.net for email. Beginning January 11th, the site would no longer accept our password to access our email. I emailed the support address with my concern the same day. I received no response. I called the support number and left a message. Again there was no response. Both my wife and I have attempted to contact them multiple times since both by email and phone with no response. I would also like to cancel my account with them and since I am enrolled in automatic billing I am concerned I will continue to be billed while getting no service.

      Business Response

      Date: 02/06/2024

      To BBB & ******,

      We are terribly sorry for our poor communication, the billing system shift has created a lot of internal chaos. We first want to say that we will work out the closing of the account, and if you are billed further for any reason that we will refund you completely. Regarding the password issue, we wanted to confirm the password we have on file just in case. The password we have starts with* ***********, does this sound about right? If so then there may be a login issue and we will help you resolve the problem.

      Thank you for your patience and support,

      Copper.net Team

      Customer Answer

      Date: 02/07/2024

      I accept the business's response to resolve this complaint.

    Copper.net, Inc. is NOT a BBB Accredited Business.

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