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Business Profile

Internet Services

TowerStream Corp.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:03/23/2024

    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 was charged 4 times in one month for internet service. When I called to ask why they said they had a new system and billing issues. When I asked why I wasn't informed the poor guy on the phone didn't know why. When I asked to speak to some that could explain I was was on hold for about 20 minutes then told it was the end of the day and I needed to email and someone would get back to me. When I asked who I should speak to he said he would be the one calling me back. I then asked why he would call me if he knew nothing. It was 5 o'clock on a Friday and their customer service line was only open until 530. My guess is the didn't want to deal with it. I then emailed asking for an explanation and they said it was and error in their system for not being charged for the last few months with auto pay. I then explained that I was charged overdraft fees because over 400 dollars was taking out at once without notice and I was unable to move funds around to cover before these charges. I then emailed asking if someone could contact me and explain but that was over two weeks ago and no one has called or explained why this happened and if it would happen again. All I am asking for is an explanation and if this is something I need to worry about in the future. I have emailed them over 4 times with no response and when I call I get the poor guy who knows nothing and tells me to email.

    Business Response

    Date: 03/26/2024

    One of our residential customers had an issue with our Billing process when they were overcharged. It appears there was flaw that resulted in multiple charges. Our Billing team is resolving the issue this morning 3/25/2024.

    Customer Answer

    Date: 03/26/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

     

    i have asked the business to contact me to discuss this issue and they have not. The do not give reasons as to why I was charged multiple time resulting in overdraft charges from my bank. I want to know what resolution they are providing. Their response does not explain in any detail as to why this occurred and why they have not contacted me after emailing and calling them. 


    Regards,

    *******

     

     

  • Initial Complaint

    Date:12/20/2022

    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.
    Ive been a Towerstream customer with their internet service for about 2 years now. At first the service was great, very few issues and when there were, customer service was a local office with the same person almost every time. Problems were fixed the first time and were rare to begin with. For about the last year the service is completely unreliable. I have a home business with extremely valuable business equipment at home with a security system and its at the point now were several times a day I get an alert that the system is down because the internet is down. Now when you call it sounds like a foreign call center you cant understand anyone, you will be on the phone forever for something that could be answered in a very simple email later or a technical issue that they can fix without me sitting on the phone for an hour. I have emailed and called multiple times about this issue with usually no response back. I have asked for a discount or refund of services when my internet has been down for days on end and no asnwer, no refund. My husband called about a month ago when it was out and they told him theyd give a refund, never saw a refund and theres been a new billing cycle since then. The one email response I got back from at least 4 unasnwered ones said they knew there was a problem and that they were working on it. That was a month ago and its only getting worse.I called yesterday and demanded to speak with a manager, only to be told he wasnt in and that they would leave him a message to get back to me. Nothing. Last night I was woken up at about 2 in the morning with my phone saying the internet was down again. Then again this morning. Same as yesterday and countless days before. I dont know what happened to this company but you all went from being a great company to one of the worst ive ever dealt with. At this point I think Im owed a few months free internet and most importantly just an internet that works.

    Business Response

    Date: 12/20/2022

    Good evening *******,

     

    My name is ****** and I am your Customer Advocate at **********************.

     

    I have looked into your case 294076 that was opened on 11/19/2022.  Your request for a Tech Credit has already been approved and will post to your next billing cycle.  Please let me know if you have any further questions.

     

    Customer Advocate

  • Initial Complaint

    Date:11/28/2022

    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.
    Towerstream provides broadband internet connection to our house. We pay $75/mo to access and have constant outages. While I have direct eyesight to the tower, and have confirmed all my equipment works perfectly, i still have constant outages. Constant to me, is almost daily, and/or multiple times daily the interner will go down. When called, theybare unaware of any outages or issues with the tower but state service could be down for 24-48hrs. While i understand storm events cna cause interuptions, the interuptions i continue to experince, and my nieghbors do also, is unaccptable. Towerstream has never offered a reason for these outages, a longterm solution and is failing to provide the service I pay $75/month for

    Business Response

    Date: 11/28/2022

    Good afternoon ****, 

     

    My name is ****** and I am the Customer Advocate at **********************.  I am looking into your complaint with the BBB.  Currently I see you have several open connectivity cases and I will be working with the team to find a solution.  I will follow up with you tomorrow.  In the meantime, please continue to work with Tech support through your current open case (#******).

     

    Customer Advocate

  • Initial Complaint

    Date:08/22/2022

    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.
    We use Towerstream for our internet provider. Because of our location we do not have any other options. Our internet- and our neighbors' internet (there are 9 of us on my street) is constantly down! At a minimum we are down several times a week but I feel safe in saying that we are down at least once a day even if only for a short time. In the recent past, we were down for three days in a row. I work from home and I actually maxed out my mobile hotspot allowance, which I didn't think was even possible. As I write this, we are now on day four without service. When we call, we are not given an explanation for the outage (there have been no storms or bad weather that would have caused this). We are constantly told that this issue is "being escalated" and that they are "sending someone out". This is ongoing. We are paying $145 a month for internet that is out, I would say -without exaggeration- 25% of the month. My job depends on the internet. I frequently have customer-facing calls that require an internet connection and SO MANY TIMES I've had a call dropped because of a lost connection on my end. Again, this occurs in my entire neighborhood- it is not a router issue or anything on my end that I can fix.

    Business Response

    Date: 08/23/2022

    Message sent to the customer via our internal ticketing system

TowerStream Corp. is NOT a BBB Accredited Business.

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