Complaints

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:09/27/2022

  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.

  I have been using this internet provider for a couple years and since they sold this past year and a half or so has been miserable. Our service is NEVER at speeds we pay for. The outages have been bonkers! I have never had one company have this many outages that lasted days on end! I have even been told once by their manager when they couldnt figure out why my speeds were 1/50th of what I was paying for, Maybe you should just look for another service! This company is taking advantage of customers with ************** and holding them hostage. At what point can someone *** for services that are never what was claimed? My internet is another source of income and its constantly being taken away from me bc of this company never having their stuff together.

  Business Response

  Date: 10/26/2022

  We have received your email and will be working on it ASAP. It is our goal to respond to all tickets within one business day, and we certainly hope to meet your needs as quickly as possible.

  Have a fantastic day!

  Sincerely,

  Business Response

  Date: 10/31/2022

  Name: ******************************* on behalf of *********************
  FCC Complaint: #*******
  BBB Complaint: #********
  Hi *******,
  
  Please see attached response (was also submitted to FCC complaint)

  Thank you for reaching out. The date you are speaking of refers to two separate upstream
  provider outages, one last about fourteen hours and the second outage on the following day
  lasting approximately four hours.
  
  Outage 1 was the upstream provider between ****** and *********** being cut. We have no
  control over their repair schedule. Unfortunately, this kind of cut means we go completely down,
  as our redundancies in the network don't include a secondary connection back to ****** from
  ***********, though after this outage, it's in the works. We should have a secondary backup
  within the month for our main circuit that routes to *************.
  This outage was repaired around 11 PM the same day, bringing services back up until the next
  morning around 9 AM.
  
  Outage 2 was our middle mile provider's trunk feeding the tower you are on was cut. Again, we
  can't control another company's repair team, though they did have this repair fixed within a few
  hours. There's not much we can offer in terms of solutions here. A redundant line to an
  individual tower is too cost-prohibitive.
  
  You also mentioned multiple outages since *************** bought Skyber, lasting multiple days.
  The longest outage we have had in the two years since the purchase was the 9/27 one caused
  by our upstream provider (again, roughly fourteen hours). No outage in our history in
  *********** has lasted longer than the fourteen hours that this one did. It was certainly
  unfortunate that a second outage occurred within such a short time frame, and for what it's
  worth, we are sorry that it happened.
  
  We have a very lean team, with very few employees in what would be considered a
  management role. If you'd spoken to someone in management, it would have been me, and we
  did not have a conversation. To date, the only communication anyone on your account has had
  with management was ********************* speaking to me to finalize her Affordable Connectivity
  Program application. That said, I've included a screenshot of the last 35 days of usage on your
  account. The blue line shows download speeds, which is what you use when surfing the web.
  The green shows upload, which would be if a person was sending an email, or backing up
  pictures to the cloud, or similar.
  
  You consistently have over 35 mbs of usage nearly all day. There's nothing to improve on your
  speeds unless you were wanting to purchase a bigger package. Currently, you're on the 35 mbs
  package we offer, and are receiving the full amount of bandwidth you are paying for. Also, your
  latency is included, which is a handy indicator of issues. You can see the outage that initiated
  this complaint as the blank space. The green-shaded area is good, and it looks like you had a
  brief peak into the yellow, which could be as simple as a phone connected for too long too far
  away from your router.
  
  
  In addition to this, I have included another screenshot from our monitoring software that shows
  data usage for days and the month.
  If your speeds were as terrible and inconsistent as claimed, it'd be impossible to reach such
  extensive data usage.
  
  
  This image shows nearly 2 TB of data a month, with October already at 340 GB for the last six
  days. To be honest, that's a huge amount of data being used.
  
  If you have any further concerns, I'm here to help.