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:02/01/2025

  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.

  I am paying ***** monthly plus $7 mo for a router and $7 mo for a wifi receiver. Over the span of 3 months the wifi/internet service has been sporadic. 11/22/2024 1500. Spotty and laggy. Two calls placed to the vendor and no response. This has been going on for three weeks. Update. 11/22/2024 1800 Now the service has been out for hours and I have called two more times. No one answers on the sales line, the tech line or the billing line. Eventually they fixed the problem however the service was slower than promised in the service agreement. At times only 10 mbps up and 6 down UPDATE. 02/01/2025. Service was on and off all day yesterday. Called last night when service went out. They said they would look into it and get back to me. They never got back to me. This morning at 5 am service was out. Placed a call. Adding insult to injury I received my invoice for a service I cant even use. Last nights speeds were less than 10 mbps when there was a signal. This is far below the stated up to ********************************************************* the 50 mbps range.

  Business Response

  Date: 02/07/2025

  Mr ******* had contacted us about his service having some service issues toward the end of November. We had responded to his concerns and came out for a service call. We explained that the wireless link he is on will slow during heavy rain/snow related events and that was an unfortunate issue you can experience with the link he comes off of in his area of the city. We tried adjusting his signal and told him we would give him two months credit and to see if his service got any better with the adjustments we have made to the settings, we also had paused any further payments on our back end to his auto pay so he would not be charged until we came to a resolution for him. This is why he received the Invoice for February but as you can see from the one attachment he has not had to paid for service he has been receiving since 11/1/24.  Unfortunately Mr. ******* was still having issues at his location and had called myself yesterday 2/6/24 and I returned at 2:20pm. We(BladeBroadband) had come to the resolution that unfortunately our service does not work to Mr. ******* needs and his personal connection to the backhaul antenna was not able to change therefore we had explained to him that we were terminating his service in 7 days giving him the opportunity to schedule new service because we do not feel right charging him for service that his his not happy with nor works for him. We had given him the credit for December and January and not charged his subscription payment for February, 3 months of continued service for free to provide the best customer service we could for him. The one attachment shows that we have provided him service from October 1st till now. In the mean time Mr ******* has contacted me last evening that he is moving to a new service provider on February 10th so we will provide service on the connection till February 11 to insure we do not leave him without any service during his move to his new provider. We do not have any service contracts and he will not be charged any further fee's. His antenna will be scheduled for removal after his new service has been installed.

  Customer Answer

  Date: 02/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have always paid my bill on time because it is an auto pay.  The provider lied about my failure to pay my bill.  The non payments were an error on their end.  Once the provider discovered that a BBB complaint was made and they received it, they simply refused to try and find a solution.  Due to their failure to manage their technology and service correctly it was easier to retaliate and abandon the customer. 
  
  Regards,
  
  **** *******