Complaints

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

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Sureline Broadband, LLC has 3 locations, listed below.

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  Sureline Broadband, LLC

  380 SW 5th St Ste 342 Madras, OR 97741-1352

• 

  Sureline Broadband, LLC

  380 SW 5th St # 342 Madras, OR 97741-1352

• 

  Sureline Broadband, LLC

  8222 N Highway 97 Ste 103 Terrebonne, OR 97760-9504

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:01/03/2023

  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.

  Not delivering service, accepting payment refusing to give us our upgrade equipment that we paid 400 dollars for they refuse to help us fix our internet

  Business Response

  Date: 01/06/2023

  Two employees went out to ************************* house on January ******************* spoke with ********************* and were able to confirm that the issue is with the customer's internal network. She has 3 switches in her house that she installed. We tested and found out that on two of these switches they are malfunctioning and also have multiple dead ports. Advised the customer that her switches she purchased are defective. Also found that some of the customers' ethernet cables that she bought online are bad. One of them was wired incorrectly when it was made. Advised the customer that her issues are internal in her own network that she setup and that I recommend that she gets rid of all of the switches and changes over to one switch that she can use to hardline all of her devices instead of having three different ones. Advised the customer that this would help minimize the points of failure and should help her devices run better with fewer drops. We plugged in directly to the customer's *** and ran a speed test and got speeds corresponding with her package. We then started plugging into her various switches and confirmed they were faulty. The customer stated she will buy one bigger switch to handle her needs and also replace her internal ethernet cables. We went out and did all of this troubleshooting for the customer free of charge. She has now acknowledged that the issue lies within her internal network and not with our provided service. We gave customer recommendations on how we think her network should be set up to minimize her issues inside of her house free of charge as well. We have photographic and video evidence taken during troubleshooting at the customer's house proving her internal issues. We also went out to her house on December ******************** to the customer stating she was experiencing issues then also and we ran speed tests then as well and also got speeds corresponding to customers plan allotments. We have pictures of those speed tests notated in the job. This job was also completed free of charge.