Business Profile

Internet Services

Comporium

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Comporium's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

50 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:03/20/2024
Type:Order Issues
Status:
ResolvedMore 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.
Last November, I stopped by comporium local store in ********** **. ask for the Wi-Fi program. A guy introduced a 100mb version for $39.94 per month for a year. Then when March bill came it is $49.94. I contacted their customer. Service, they said I need to contact local office. I stopped by local the manager said it is only 3 months discount, I state I heard it is 12 months, but she insisted I have misunderstood their program, there is another program for 400mb for 12 months. I never heard the 400 mb when I was in the office, and I am interested in 100mb for 39 .94 dollars. Then she found a email sent to me by agent which attached a contract for it but I never received in November. And this contract had not been shown to me when I paid them on site. So I think this is a totally cheating. I ask for the $39.94 dollars in a year as they told me. Also, I have worked in US for about 35 years I think I can identify three months from one year.
Business Response
Date: 03/25/2024
We have researched your complaint, including the latest telephone interactions you have had with Comporium's customer service department. We sincerely apologize for any inconvenience and appreciate the opportunity to address your concerns. Your most recent promotion was for $39.94/month for 3 months, $10 off of the standard rate of $49.94. We do typically obtain consent from the customer prior to placing a customer on a promotion and provide documentation to the customer for their records. However, we would like to in good faith address your concerns and make things right for you. As a result, we have issued a $90 credit to your broadband account, reflecting the remaining 9 months of your promotion multiplied by $10 per month. This will be issued as a one-time credit on your next billing statement. If you have any further issues or concerns, please feel free to contact us directly at **************. Thank you.
Customer Answer
Date: 03/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

But I am not sure how they bill me in the following months. Do they bill me each month for $39.94, or they begin to use the $90 credit first then bill me $49.94 after?
If comporium could explain to me the billing detail I appreciate very much.

Thank you.
Initial Complaint
Date:02/27/2024
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 used Comporium for 7 years with my previous home. The router they provided with the service overheated and melted the outer plastic and stopped working. I work from home and couldn't afford to be without internet, so I quickly bought a new router. It wouldn't work when I first plugged the router into the wall, so I called Comporium tech support. They did something on their end to allow my router to start working. They told me I could throw away the burned router. During the timeframe from then to now I upgraded my router 3 times. Fast-forward to today ... I moved and closed the account. ********************** is now charging me $100 for the 7 year old burned router I did not turn in. I can buy that router on **** today for less than $10. The ticket where they told me to throw the router away only suggest they helped me reboot my router. Never throw your dinosaur equipment away even if it nearly ***** down your house.
Business Response
Date: 03/04/2024
We are very sorry to hear about this issue and apologize for any misunderstanding. We have investigated your complaint and found that you were charged $93.82 for the unreturned modem/router. We have issued a credit for this amount to your Comporium account. We hope this resolves the matter, and should you have any further questions, please feel free to contact us at **************. Thank you.
Initial Complaint
Date:02/06/2024
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.
Did not know I had a returned payment until I checked my comporium account. Called and spoke with two representatives and was told I needed to make the payment by the end of business or my account would be written out of the system which will result in me having to start a new account, another credit check, pay for the first month upfront, and possibly a deposit. I have not received a letter informing me of any of this. I asked why I havent received a letter and was told, I may receive one but the account will be written out of the system before a letter is sent out. Was told the system will automatically write the account out. This makes no sense to me and it is a complete ripoff. I only owe the one payment. Im not months behind on my bill and dont understand why the account will be written out without any notice or grace ****** to pay the returned payment. Its a shame this is the only company in the area to get service from and they ripoff their customers every chance they get. The company is horrible and ****** priced. It should be illegal for them to make any changes to someones account without the proper notification of what actions will be taken on someones account. Their policy needs to change or another accompany should be allowed to offer service to residents of this area.
Business Response
Date: 02/07/2024
Before an account is written out of the system for non-payment, a customer receives a notice on their bill, prominently displayed, with specific details relating to the past due amount along with the due date to bring the account current before further activity occurs. These notices, along with account activity due to non-payment, is generated automatically by Comporium's billing system only when there is a past due balance that remains unpaid on an account. If you have any further questions about your account, including amounts owed, dates, etc., please contact Comporium at ************** or online at www.comporium.com.
Initial Complaint
Date:01/17/2024
Type:Billing Issues
Status:
ResolvedMore 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.
The prior billing cycle for my service ended on 12/15/2023. The latest billing cycle was 12/16/2023- 1/16/2024. I returned all of the equipment and canceled service on 12/18/2023. Imagine my surprise when i received a bill today (1/17/2024) for a full month. They won't even let me log in to the account to see the full bill since it's a closed account. **************** is saying they don't allow access to closed accounts and they don't prorate bills. ****** went on to say she can send an email but she "doesn't think management will issue the refund". Make it make sense. I owe you for 2 days of service. Please just do the right thing and adjust the bill accordingly so that I can pay it and be done.Thank you
Customer Answer
Date: 01/17/2024
***********************************
Business Response
Date: 02/01/2024
Comporium no longer prorates utilizes customer billing, whether up front proration or when the customer cancels service. This was communicated to customers in advance on multiple occasions through bill notices. Unfortunately, the customer would need to have canceled service by the last day of her previous billing period to avoid a new billing period. Thank you.
Customer Answer
Date: 02/05/2024

I am rejecting this response because:

The service agreement I have makes no mention of this nor do any subsequent emails/ notices I received and the account was paperless. The account is now closed so it cannot be accessed online.
Business Response
Date: 03/22/2024
The customer has been issued a full credit for the last billing cycle 12/16/2023 1/16/2024, which she disputes in her complaint. This is a courtesy credit, as the new billing policy was communicated to the customer beforehand and is located in *********************** Terms & Conditions. However, we want to make this right for her. The customer also placed a separate FCC complaint referencing the same issue, which was addressed separately through the FCCs Consumer Complaints portal.
Customer Answer
Date: 03/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:01/17/2024
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 notified Comporium circa the week of 11/20 that I wanted to cancel service as of 12/8/23 as we were moving out of the area. I was told to return the equipment to the Comporium office, which was done 12/6/23. I subsequently received a bill for the whole month of December. When I called to question the bill on 1/3/24, was told there was a notification on the October 2023 billing statement that they would no longer pro-rate bills. I pay my bill on line and never saw a similar notification. During the 1/3/24 call, I asked to have a supervisor call me, which never happened. I called 1/16/24 and asked to speak with a supervisor and was told by ***** that I had already been informed of the policy change on 1/3/24 and their notice was sufficient. I again asked to speak with his manager and told no one was available and when asked for a call-back he indicated that probably would not happen. I don't believe the one-time paper notification is sufficient and especially since when I did call to cancel, was not informed of the policy change at that time. I am more than willing to pay what is due for the service I received, which would be for 6 days. I can supply the account number if necessary.
Business Response
Date: 02/02/2024
We sincerely apologize for any delay in responding to your concern. Comporium did stop utilizing prorated billing, both for first time billing and when the customer cancels service. If you requested to cancel service after the last day of your monthly billing period, then a new billing period began, and you will be required to pay for the new billing period in accordance with the new billing policy. This change was communicated to customers in advance on their monthly billing statement, at least once prior to the changes taking place. If you have any further questions, please feel free to contact Comporium at **************.
Initial Complaint
Date:01/08/2024
Type:Product 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 changed Internet providers and went in on Jan 2nd **** to cancel service. ( They were closed on Jan 1st) . I asked what my final bill would be and they told me my billing cycle is Jan 1 -to Feb 1st so Im responsible for the full months bill. They said we no longer to partial refunds. I do not think this is right since they were closed on Jan 1 and I couldnt return their equipment . I am requesting a refund .*********************** **** **************** ********* ************ **** number *********
Business Response
Date: 01/23/2024
Comporium's proration policy recently changed, and we made several efforts to notify customers, including a message on the customer's bill. However, we understand that some customers may have overlooked the message. While Comporium has completed its due diligence, we have decided to issue a credit to the customer as a courtesy. The credit will be processed, and a refund issued in accordance with Comporium's refund standard policy. If additional account information is needed, please contact Comporium at **************. Thank you.
Initial Complaint
Date:01/02/2024
Type:Product 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 closed my Comporium account in early October, 2023. There was a credit/money due back to me in the amount of $28.21. I called Comporium at least 20 times and continued to get the run-around. It is now almost 3 months and I have still not received the refund owed to me! I have all documentation including the credit document that Comporium sent me yet they still have not sent me a refund check! Comporium has refused to give me the money owed! These are UNACCEPTABLE/UNFAIR business and financial practices by the company! I WANT MY REFUND AND I WANT THE REFUND ISSUED TO ME NOW - NO MORE DELAYS! Account #********* *********************** document attached!). It is EXTREMELY POOR BUSINES PRACTICES TO HAVE CUSTOMERS WAIT FOR REFUNDS AFTER CLOSING ACCOUNTS AND REFUSING TO ISSUE CREDITS DUE BACK TO THE CUSTOMER!
Business Response
Date: 01/18/2024
We sincerely apologize for any inconvenience. Our records show that a refund check was mailed to you on 11/22/23. However, it sounds like we may have not had the most updated address on file for you. A member of our customer service team will attempt to contact you, if they have not already, to obtain an updated address so that we can issue a new refund check can be issued and mailed out to you as soon as possible. If you need to speak to someone before then, please call **************. Thank you.
Customer Answer
Date: 01/19/2024

I am rejecting this response because: a team member reached out on Jan 11 assuring me that I would receive my refund check. Today is the 19th, I have still not received a check. This is unacceptable. With this refund to be due/outstanding for months, the check should have been issued as a priority so I should be in receipt by now. But no check has been received!

Business Response
Date: 03/22/2024
We did not refuse or delay the customers refund check in any way. We did not have the proper address for the customer (this is the responsibility of the customer to provide to us) when she terminated her service. A refund check was therefore mailed to the incorrect address. Upon receiving the BBB complaint, a customer service representative contacted the customer to get an updated address. A new refund check was expedited and issued the same day. There was no additional delay on our part, and the customer likely experienced a postal delay.
Customer Answer
Date: 03/22/2024

I am rejecting this response because: o personally gave my address to 2 associates in at the comporium ********* office (in person). They confirmed I would recvd a refund in a few weeks. I called Comporium at least 10 times to advise them of the situation and each time i was told a differemt answer including that there was nothing they could do. This was UNACCEPTABLE! I finally spoke with a manager who also advised i would recvd my refund *** that did not happen until i escalated to the BBB. It is colompletely unacceptable for Comporium to refuse money owed to a customer. I should never have needed.to call/complain over and over and over again. (The manager also admitted that many employees don't know what they are doing and need training, however, customers should not suffer because employees are incompetent). I finally received my check MONTHS after all of my complaints and escalations. Comporium's practices are unethical and they should not be allowed to keep customer refunds.
Initial Complaint
Date:12/20/2023
Type:Order 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 a loyal customer of ********************** for 3 years for land line, TV, high speed Internet. I received a bill today (12/20) that was supposedly sent on 12/8/23, that shows an increased amount of $82.00. When i called to question the increase, i was told that it could revert to the previous price next month, but i would need to pay the increased this month, without any subsequent credit. The reason being that that they have a new policy of not prorating bills anymore! This was supposedly noted on the October bill (2 months ago). No mention of this as a reminder in bold letters on the November bill. Comporium - you should be ashamed of yourselves, as you are the only show in my area - take advantage of good clients - especially in this day when people are struggling to get along. Prorate the darn bill!!!
Business Response
Date: 01/03/2024
We sincerely apologize for any misunderstanding you have experienced with billing. Please let us clarify a few items. Comporium did provide you with advance notice on two consecutive billing cycles that your promotional rate was about to expire and to contact us as soon as possible to make any changes to your account prior to that time. Comporium also provided you with prior notice of our billing policy change which ended prorated charges and/or credits. Any changes you may have requested after that point will reflect on the next billing cycle, as we do not utilize prorated billing any longer. Please contact Comporium at ************** with any further questions. Thank you.
Customer Answer
Date: 01/03/2024

I am rejecting this response because: the new policy was not highlighted in the November bill. A major change in policy should be boldly written as to attract the attention of the customer prior to the effective change - not 2 months ahead of time. The problem is that Comporium can do whatever they want, as they are the only game in town! in other words - a monopoly. Instead of appreciation for loyal clients, they just issue new policies that cost us money.
I understand that they will not budge on this, and i guess i need to accept it until i can find **************** in the area.
Initial Complaint
Date:12/04/2023
Type:Billing 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 moving from one residence to another in the same service area. For a period of time I had internet service in both locations. On 11/1/23 I received a bill for ****** that included service for both residences. Comporium bills in advance so I was paying for my **************** in both locations. On 11/4/23 I canceled service for my old house which meant I was overpayed for 27 days of November as I was not receiving service there any longer. I called Comporium and was told that the December 1st bill would be credited to adjust for the prorated November bill. My December bill arrived but I had not been credited for the service I did not receive 11/4 - 11/30 at my old residence. I called Comporium and was told that they had a new policy wherein they did not credit for prorated months and charged for the whole month regardless of whether they provided service. I told the customer service person that this is wrong and unethical and asked to speak to a supervisor. They then hung up on me. I am seeking credit for the time in November that I was not receiving service at my old residence.
Business Response
Date: 12/12/2023
We apologize for any misunderstanding and inconvenience you have experienced regarding your Comporium bill. We have changed our billing policy recently to eliminate prorated billing in an effort to simplify the billing experience for the customer. After reviewing your interactions with our customer service center, we believe this could have been explained more clearly to you. As a result, we have issued you credit from 11/4/23 - 11/30/23 towards your old account, as requested. Thank you for continuing to allow us to serve your Internet needs, and if you have any other questions, please feel free to contact us at **************.
Initial Complaint
Date:11/10/2023
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.
I have internet services through comporium and I pay over $100 for the fastest possible speed, however, over the last two months, my internet has consistently went out and I thought that maybe it was simply the area in which I reside, but for the past 2 weeks it has consistently shut off every 15 minutes. I called to have the issues resolved, and they insisted that the issue could be resolved through IT support. I asked if I could be credited for the past month that I have payed too dollar for very poor quality internet, and after being placed on a 30 minute hold, the woman simply stated that because the issue was fixed nothing further could be done, and she refused to do anything further. I would simply like to be treated fairly and respectfully as I have done with the company for 3 years and receive what I am owed.
Business Response
Date: 11/30/2023
Our technicians are continuing to work with the customer to resolve her issues and has remained in contact with the customer throughout the process. A credit has been issued to the customer's account in accordance with **********************'s policy.

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Comporium is NOT a BBB Accredited Business.