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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/24/2024

      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.
      I Cannot access my email account. They said they are moving to a new system but you CANNOT get anyone on the phone! I already paid my annual fee in August of 2023. I had to mail a check. If they are going to a new system a few months later I should have an ADJUSTMENT.

      Business Response

      Date: 01/24/2024

      To *****/BBB,

       We are terribly sorry for our poor communication the past few weeks, the billing system shift has created some internal chaos which led to us missing some messages. Your email has been restored and you should have no issues accessing it for the foreseeable future but let us know if there are any further issues. We recognize that your account is paid through August of this year and we will honor that in full.

      We do require a credit card number and its expiration date (no CVV code needed) to get into our new system as check is unfortunately not *******ed, but we would like to offer you 3 free months for the lack of communication with your next billing date being December 1st, 2024. The only payment option going forward is monthly but it will automatically charge so you can be hands off and can let us know at any time if you want to cancel and we'll make sure there's no further charges. If you're on board for this subscription, please send the billing info in an email to *******@basicisp.net or in a voicemail to our ******* number. If you're not comfortable with these options you can let us know a time to call you and we can set up your account over the phone. If you decide you don't want to move forward with a subscription that is totally fine and your email will still be active until December 1st; You can let us know before then if you change your mind.

      Again we apologize for our poor communication and hope you'll stay with BasicISP in the future.

      Best,

      BasicISP *******

    • Initial Complaint

      Date:12/08/2023

      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.
      I have tried to reach copper.net by phone leaving several VM’s and emailing their support line. This has been going on for almost 2 weeks now and they still have not reached out to me. My emails are not coming through to me.

      Business Response

      Date: 12/11/2023

      Dear *****,

      First and foremost, I am sorry to hear about the frustration that you have experienced regarding this situation. When it comes to our support line, it is built as a voicemail callback service, which messages are responded to in the order they are received and is not open on Saturday, nor Sunday. I do see that our support agent was able to connect with you via email on 12/8 regarding your email server issue and we will be reaching out, via phone, to assist further with this issue. When would be a good date/time to reach out? I’ll have our agent give you a call as well today to resolve this issue quickly.

    • Initial Complaint

      Date:08/09/2023

      Type:Customer Service 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.
      Have tried to reach support numerous times with no response. I cannot access my email because unable to change password. This has cause a lot of stress on me. Sounds like this is an ongoing problem and hope this can be resolved quickly. My email is *********@copper.net and need access quickly. can be reached at ###-###-####

      Business Response

      Date: 08/10/2023

      Dear *******,

      First and foremost, I am sorry to hear about the frustration that you have experienced regarding this situation. When it comes to our support line, it is built as a voicemail callback service, which messages are responded to in the order they are received and is not open on Saturday, nor Sunday. I do see that your messages have been received and we will be reaching out to assist in the password reset. When is a good date/time to reach out? I’ll have our agent give you a call as well today to resolve this issue quickly.

      Customer Answer

      Date: 08/11/2023

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

    • Initial Complaint

      Date:07/23/2023

      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.
      On or about the middle of June 2023 I was unable to log into my email. Upon contacting support both by phone and email, I was told my account had been closed for payment failure. I was never informed of an upcoming payment nor notified of said failure. This email account was for my business with numerous saved emails and a contact list. I have yet to receive a response that answers why I can't retrieve my info. I will say, I'm not very tech savvy if that has anything to do with it. Hard to believe that there isn't some way to let me have my info.

      Business Response

      Date: 07/27/2023

      Dear ****,

      First and foremost, I am sorry to hear about the frustration that you have experienced regarding this situation. I do see that the account was closed on 12/18/2022, 36 days after the first initial payment failure on 11/11/2022. Our system sends out email notifications when payment failure occurs, which once received you can reach out to our voicemail service for a call back from our agent. From notes on the account, I see that we attempted to connect via phone, after trading email correspondence in April 2023 regarding the closure. The account was a grandfathered account since we stopped offering services 4 years ago, so there would be no way to get the account back as we no longer have the code to do so and with the duration of time since closure, the new domain server has closed the account on their side and we would not be able to retrieve stored emails, nor email addresses, per your request. If you would like to speak further with one of our agents, please let us know and we can set up time to reach out.

      Customer Answer

      Date: 08/18/2023

      Thank you for your helpin this matter. Unfortunately the response from Copper.net was nearly verbatim of what I had previously received. With that, I assumed we would only go around in circles and I have no time for circles. I relied on their eice and storage of my emails and they failed miserably at the cost of my business's communication. They should be ashamed. In short, I am not satisfied with the outcome, but realistic of how this would continue. Thank you for your help.

    • Initial Complaint

      Date:05/25/2023

      Type:Customer Service 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 pay for email service from copper.net, no one will return my call or email to fix my problem with login to my account [email protected]

      Business Response

      Date: 05/26/2023

      Dear Mr. *****, First and foremost, I am sorry to hear that you have run into an issue with connecting to our support agents. The support line is built as a voicemail callback service, which messages are responded to in the order they are received, Monday through Friday, from 8 am EST to 5 pm EST.  We would love to connect to resolve your login problem, when would be a good date/time to reach out? I’ll have an agent give you a call as well today. If there is anything else we can do to be of assistance, we are more than welcome to speak further on the account. 

      Customer Answer

      Date: 05/27/2023

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

    • Initial Complaint

      Date:05/14/2023

      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.
      Copper.net "Support" is an oxymoron; and they don't return phone calls or respond to e-comms! Months ago, they changed their webmail platform to everyone.net. (I cannot remember when this changeover occurred - mea culpa!) at the time assuring users that all of their archived e-comms were still available, that we would have access to all former e-comms, and that it would not take a significant amount of time for that to happen. Well, it NEVER happened, at least for my account, and I no longer have access to critical legal, medical, and financial information, as well as contact information for individuals I can no longer communicate with due to this FUBAR issue. I finally gave up and simply chalked it up to yet another SNAFU on the part of Copper.net. Just recently I received yet another e-comm stating that a "De-Classification" process has begun - with no information what that even means, what that entails, or any ramifications of that occurring. There appears to be no transparency whatsoever on the part of Copper.net. and despite me sending an inquiry to "Support" for information/explanation re: this "de-classification" process, I have yet to hear back! Maybe "Support" doesn't do weekends? And mind you, I am forking over almost $17.00 per month for this nonsense...

      Business Response

      Date: 05/19/2023

      Dear *******,
      First and foremost, I am sorry to hear about the frustration that you have experienced in regard to this situation. The “De-Classification” email mentioned was a spam email that our team discovered and alerted customers to recently and that is not a process that we have started. When it comes to our support line, it is built as a voicemail callback service, which messages are responded to in the order they are received and is not open on Saturday, nor Sunday.  When would be a good date/time to reach? I’ll have an agent give you a call as well today. We are more than welcome to speak further on the account, and offer a refund if cancellation is what you would like to do. 

    • Initial Complaint

      Date:11/21/2022

      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.
      In the real world, voice messages are left after an unsuccessful attempt to contact a caller. No so with Copper support. I've been trying to get an issue resolved with their web hosting department and have been becoming more and more frustrated after repeated voicemail messages on my phone directing me to call support and leave a message. As it turns out, my phone did not ring before any of the voice messages they sent. In email exchanges, I've requested that when they place a call to keep trying and to give a phone number for their web tech. They sent me a phone number for an air conditioning repairman! I've requested answers to specific questions about things only they can answer like FTP server, FTP User, and Password. I need these answers so my web page software can connect and send my revised web page to Copper. The one star rating for this business is too high!

      Business Response

      Date: 11/21/2022

      Apologies we keep getting your vm, I'll have an agent call you multiple times a day to get in contact. We do not have multiple numbers for departments, we have the one number, and yes you need to leave voicemails when calling in. Sorry for any frustration that can cause. We'll be in contact soon, thank you.

    • Initial Complaint

      Date:10/13/2022

      Type:Billing 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.
      They sent final notice to pay bill, but i tried to pay online and their system does not work. bill still shows unpaid. i have called 20 times and no one answers or calls back!

      Business Response

      Date: 10/14/2022

      Hi ****!

      Thank you for sending this over, I'll have agent reach out to you on Monday. Our engineers are aware of an issue with the online payments. This week we have had companies meetings so call backs are happening at a slower pace. Thank you!

    • Initial Complaint

      Date:09/09/2022

      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.
      Copper.net is one of my email providers. They had some issue months ago and we had to reset passwords. The problem is that I can’t get into my account at all and can’t get current emails as mailbox is full. I have emailed, called and written a letter to them to help me with this matter, or cancel my account and NOT charge me when it comes due. I have had no response at all. I’ve been with them for over 20 years!

      Business Response

      Date: 09/19/2022

      Hello!  I'll have a customer rep. give you a call to resolve this matter! We can can't the account/get you, your password. Whatever works best for you!

      Customer Answer

      Date: 09/20/2022

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

    • Initial Complaint

      Date:07/14/2022

      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.
      Customer service does not respond to calls or emails. I have left both for resolution of issues with my email. Since sold there has been no customer support or service. There is no option to speak to anyone directly

      Business Response

      Date: 07/15/2022

      Hello,

      I'm not sure what email problem you're having but I will have someone give you a call. You cannot speak directly to a rep, you have to leave a vm and wait for a callback, I apologize for any inconvience. We did not get sold, we switched our host provider.

      Thanks.

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

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