Complaints

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

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  Nextlink Internet

  95 Parker Oaks Ln Hudson Oaks, TX 76087-1265

  
• 

  Nextlink Systems

  6220 Chase Oaks Blvd Ste 101A Plano, TX 75023-4641

• 

  Nextlink Internet

  206 S 13th St STE 601 Lincoln, NE 68508-2034

• 

  Nextlink Internet

  2174 Magnum Cr Lincoln, NE 68522

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:07/11/2025

  Type:Service or Repair 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.

  An internet communications company came to install their lines in my new residential community, operating under city rights. During the installation, they caused damage to my front lawn. Specifically:A sprinkler line was broken An excavator was left on my lawn for several days, creating uneven ground Wires were left exposed outside the ground box I filed a claim with the company. While they did return to repair the broken sprinkler line, they have not addressed the uneven lawn or the exposed wiring, despite follow-ups. These issues remain unresolved and continue to affect the appearance and safety of my property. Claim Submitted: March 15, 2025 #*********** Property Damage Date: December 18, 2024

  

  Business Response

  Date: 07/16/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  I ordered nextlink internet through sales rep ****** ****** on Jan 21 2025,it was installed Jan 28 or 29, I found better internet service so I unplugged next link 1-2 weeks in and requested my service to be canceled through email to ****** because nextlinks site wasn't working for me. Never received a response. I forgot about the service until I seen that I was getting charged $67 when I checked my bank account. Then I searched around and found nextlinks billing email and sent an email on March 15 2025 requesting to cancel my service because I did not need it to which I got a response to call their phone number to cancel which I did not want to do, what's the point of the billing email? I scheduled the installation through email, why cant i email to cancel? I sent another email June 16 2025 to cancel and got the exact same response to call.

  

  Business Response

  Date: 06/30/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  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.

  This company has an ******* track record of resolving their errors. I want a refund in full for having wasted money on their failed promises to "get ahead" of their technical problems.

  

  Business Response

  Date: 06/13/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 06/16/2025

  Complaint: 23417083
  
  I am rejecting this response because

  Is this the same ****** who intimated that **** **** is my godson? Your service is horrible. I'm owed 3 months of service for having had to pay for hot spot service. Your effortless ability to lie must have looked good on a resume. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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.

  My internet service has been down for almost two days now. I've called the help desk six times and all I can do is leave my phone number for a call back. At one time the representative reached me and queried me about my phone number and address because he couldn't find me on file. He could have just asked for the account number. Because he could not find me in the system I didn't exist. End of call. I've been a customer for over four years, and my payments are processed by Next Link every month, The Next Link customer service has gone down while outages have gone up. Next Link was once reliable. Not anymore! Oh, and the phone recording recommends trying the Next Link App. That didn't work either! Time to switch to fiber!

  

  Business Response

  Date: 06/05/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I terminated my service with NextLink.  I was frustrated by the inconsistent responses from NextLink.  ***************** dates weeks away were set, but none were satisfactory.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair 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.

  Internet has been out since 05/18/25. Filed for service the morning of 05/19/25. Received email the same day that they would contact me within 24 hours after 48 hours I called them which is always a hassle. Sometimes you have to hold forever and sometime it gives the option to receive a call back. So 2 days later I got a call back. Did everything they requested (which I had already done because this is the 5th time its been out in 4 months) I got another email saying they were on it and if I didnt hear from them in 24 hours to call them back! Didnt happen so I called back and chose to hold. The person I talked to said it shouldnt take that long and filed another service request. So here we on Friday after notifying them Monday. I told them Thursday morning that if they didnt have it fixed by Friday they can come pickup their equipment and Id find someone else! Poorest customer service Ive ever dealt with!! Pretty sure we did a one or two year contract but I dont feel I should be charged a penalty with this kind of service.

  

  Business Response

  Date: 06/04/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:05/05/2025

  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.

  2 times my tall very tall antenna fell down and I lost time from being able to work from home. I have 2 businesses. Tonight may 2nd 2025 it's down again and another work day lost. I called told man on phone I believe pole cone is blown backwards. He told me to go buy new router. I bought one and called back within one hour as he stated to do. No return call even after I tried submitting a claim thru their nextlink app AND called 3 times leaving my number. I want to be credited!!!! I've lost too much money because of their costly installation messes. My service was better with other company before they bought them out.

  

  Business Response

  Date: 05/12/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:05/02/2025

  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.

  NextLink is very unreliable. We moved into a new house in 2023 and NextLink was the only available ISP. For the first year we had no problems. As soon as ****************************************************** in/out internet service. When you call NextLink tech support they give the run around and talk in circles while never addressing your problem. They tell you to reset the router which is common knowledge when trouble shooting then are unable to do anything remotely to restore service after the obvious does not work. I've called tech support several times over the last 4 months and rarely ever get someone on the phone. Most times I have to request a call back that may not occur until days later or in the latest instance they called and I was at work so they scheduled a call back for 7pm on 5/1 and I have yet to hear from them. Their billing team called me today 5/2 to speak about an account review they offered on 4/23, the *** told me I requested the review, when I spoke to the *** on 4/23 she stated they would review the account and refund days of lost service. I have not had internet service for ************************************************ connectivity dating back to January. Overall nextlink does not care about customer service or are severely understaffed for the amount of tech issues they have, they over promise internet speeds and reliability while charging a premium like established ISP's. I would like a refund of at least my last month's bill and a tech to come remove the equipment immediately.

  

  Business Response

  Date: 05/07/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:05/02/2025

  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.

  My internet keeps going down and I cant get anyone to fix it! We pay a lot for internet thats hit or miss! They have a tower that they could connect me to but dont. My speed is 10mbps

  

  Business Response

  Date: 05/08/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:04/10/2025

  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.

  They have broke my sprinkler system and not responding at all onthe issue.

  

  Business Response

  Date: 04/18/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:04/04/2025

  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've had NextLink's "FiberNext 1000" offering for two years now and they've been the worst ISP I've ever had. Here's an outline of the issues I've been experiencing: - Constant outages (some last 3+ days) with no accurate downtime reporting or estimated time of repair. These can occur up to ~10 times monthly or as little as zero. - Outages and issues simply go unreported even though they should have a NOC and be able to diagnose and report issues immediately. - Extremely faulty connection directly to my ONT. I have consistent swings from 25 Mbps to 800 Mbps (never reaching the advertised 1000) which makes my wife and I working from home a huge headache and sometimes impossible.I've reached out to their support team ~20+ times since I subscribed and while the support technicians are helpful, if the problem is beyond their scope to repair, I never receive and sort of follow up. I've been told countless times that the issue is being reported to a "senior network engineer" only to not receive a call back. They've sent out technicians multiple times who come out to inspect my equipment, give it a thumb up and mark the issue as resolved, even my issue still persists. I'm in a never ending loop of not getting my issue fixed and if they weren't the only fiber provider in my neighborhood, I would have switched a long time ago.

  

  Business Response

  Date: 04/11/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 04/11/2025

  Complaint: 23158338
  
  I appreciate the follow up, however, as indicated in several of the service calls. the issue is intermittent. It's a fallacy to claim that there's no issue because the technician came out (while it was working) and recognized that the speeds were normal. This issue generally occurs after 6PM up until the early morning (around 5AM). I'm a software developer and well versed in setting up my local network. I've pulled speeds directly hardwired into my ONT and replicated the issue of being "soft capped" at 30 Mbps. Also, when calling support, the on call support technicians claim there's no persistent logging that they have access to when in reality those logs are being referenced by the technicians onsite. Telling me to simply move my router is not a solution. I've already done troubleshooting on multiple devices in different areas around my house and property and still get ~28 Mbps regardless of location. 

  When I am experiencing this issue, it's outside of Nextlink's onsite technician's support hours and phone technical support is unable to assist me or diagnose the issue. Also worth mentioning is my network configuration is as follows: ONT -> Router (Main Node) -> 16 port gigabit switch -> house internet outlets -> x2 additional nodes at various places in the house. My devices are always in close proximity to a node and aren't being affected by insulation foam in the attic. My purchased mesh network is also equipped with WiFi 6E backhaul and I get consistent speeds within the house if it wasn't using an access point configuration. It doesn't make sense that my speeds would slow down in the evening when temperatures are cooler in the attic.

  I really didn't want to submit a BBB complaint, but it seems like the only way to get traction with Nextlink. On call support technicians are great but don't have the ability to help me. I'm stuck in limbo because I'm experiencing this issue outside the hours that Nextlink can be onsite to diagnose it. I get brushed off by solutions like "move your router" and other basic troubleshooting steps. I'm more than happy to hop on a call and discuss this with anyone senior that could potentially help.

  
  Regards,
  
  **** *******

  

  Business Response

  Date: 04/18/2025

  Please see the attachment for our response.