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 Internet

  2174 Magnum Cr Lincoln, NE 68522

• 

  Nextlink Systems

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

• 

  Nextlink Internet

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

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:04/01/2025

  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.

  I have called customer service prob 10 times in the past year about my service, how its constantly unstable & intermitting. I have to call these people pretty much every **** month! I am on their 50mbps plan, yet I rarely ever see those speeds, h*** I rarely see even 20mbps! I spend most of my evenings watching ******* in 240p, or watching my tv constantly loading. Neither I nor my daughter can even play online games 98% of the time! I honestly believe these people dont give two s**** about their customers. During the month of December, we went without internet for roughly 2 weeks, and was promised a prorated refund, in which they gave me $8 freaking dollars credit on a $60 dollar bill! Im puzzled how they cant maintain at least the slow speeds of 50mbps that Im paying for. Like thats considered a slow speed in this day in time!

  

  Business Response

  Date: 04/09/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 04/10/2025

  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:03/12/2025

  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.

  We use Nextlink for our internet service. We have a dish on our roof and a while back we had connection issues. They came out, said the tower we were using was being phased out so we needed to connect to a different tower. I had my concerns, because the only way they could get connection now is by putting about a *****ft tower on top of my house. I didnt like the idea and asked the tech a ton of questions about weather and lighting and everything. Since we live out in the country and there arent a lot of options, so we let them put it up. Fast forward to last Wednesday, we had massive straight line winds hit the metroplex. Since then, we have our internet was coming and going and finally just quit. We have had no internet for a week. Homework cant be done, no tv can be watched. We are now running off of pure data at increased cost. The complaint I have been calling and emailing everyday since. First their customer service line wont answer do to high call volume. After sitting on hold for 30plus minutes, I selected to have a call back. No call. I sent in a service request, got an email saying they got the request, no follow up. I called every night after work. Sat on hold for 1hr before speaking to someone. They tried to redirect my antenna, had me reboot my equipment, nothing. Need to escalate the call they said and will call you back. No call. Got 1 call back at 8:15 when I was in the shower. But since I missed it, had to sit on hold both 40us mins only to reach the same conclusion. This routine has been repeated nightly and sometime while at work trying to get some resolution. I even threatened legal action, but no one cared. Finally last night at sat on hold for an hour, demanded a supervisor and waited another 30 mins. Finally, after 2 dropped calls( though this rep. ****** me back) he said Im getting the supervisor on the line. I went to a supervisor answering machine. After a minimum of 8-10 calls, hours on hold, 5 plus emails, I need help please.

  

  Business Response

  Date: 03/20/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  We have been without internet since around 3am Thursday morning. I submitted a ticket, never heard back within the 24 hours they have listed so I called on Saturday morning and couldnt get through to anyone so I requested a call back. I received a call back, the gentleman who helped me was amazing, my issue is that you guys cannot get anyone to my home until March 19th to fix whatever issue there is because its storm season. From the day the issue started, until March 19th, that is literally 2 weeks. I work from home and because I have no internet, I cannot work, however you guys still expect your monthly payment, right?

  

  Business Response

  Date: 03/18/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service 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 filing this complaint due to the extremely poor service and complete lack of customer support from ******************** As of 3/4, we have been without internet service for three consecutive days, and despite opening multiple support tickets, no action has been taken to resolve the issue.Throughout this outage, we have made numerous attempts to contact customer support, spending hours on hold with no answer and no callbacks. The company has completely failed to communicate, leaving us with no resolution and no timeframe for when service will be *********** a paying customer, this is unacceptable. The lack of service has directly impacted my ability to work from home, causing financial and professional harm.Nextlink Internet has not only failed to provide the service I am paying for, but they have also ignored repeated requests for assistance.Resolution Sought:Due to this unacceptable lack of service and support, I am demanding the following:Immediate resolution of the service outage.-A credit of at least two months on my account to compensate for the loss of service, financial inconvenience, and time wasted trying to contact customer support.-A formal response from ******************** explaining why this issue has gone unresolved and what steps they are taking to ensure this does not happen again.If Nextlink Internet does not address this matter immediately, I will be forced to escalate this complaint to regulatory agencies such as the *** and explore alternative service providers.I expect a prompt response and resolution.Account Information:Name on Account: ***** ************ Account Number: ********* Service Address:****************************************** Contact Information: ************

  

  Business Response

  Date: 03/14/2025

  Please see the attachment for our response.

• Initial Complaint

  Date:02/27/2025

  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.

  2/25 I received an email offering $15/month of the monthly rate to come back to NextLink. I went through the online order process to check prices and seen NEXT300+ listed for $65/mo. I applied the 15Off12MO coupon and it then brought the price to $50/MO. I then received a call to schedule and then when I received the confirmation seen that the *** added the protection plan which was clearly not on my original order and they were quoting the monthly price after my promo code as $60/MO vs $50 that was confirmed on my order summary. I provided screenshots of my order summary, promo email, etc and they then insisted the price for the service was $75 and *********************************************************************** on their website. This clearly seems to be a bait and switch and NextLink does not deserve to have my business or any one elses with this type of sales tactic.

  

  Business Response

  Date: 03/04/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 03/04/2025

  Complaint: 22998037
  
  I am rejecting this response because:

  The email to come back to NextLink clearly indicated that I could order the service online. I followed the order link provided in the email and entered the promocode that was included. It's highly decieving to indicate to the consumer they can follow the link in an authentic offer email, only to lean on fine print buried deep within that the website doesn't offer accurate pricing. Not once during the order process did the site ask if I was a new or returning consumer. Therefore I don't accept this response, this is similar to the tricks ******** spectrum, AT&T, etc have tried and are all facing multiple state attorney general law suits to change their practices. NextLink shouldn't be deceiving customers through offering something directly, only to have it display incorrectly, which btw, is STILL showing the same lower price I was originally quoted. 
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 03/05/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 03/06/2025

  Complaint: 22998037
  
  I am rejecting this response because:
  

  Again you are leaning on terms and conditions hidden through links that were NOT included in the offer to come back. If you say that you don't allow stacking of promotions, then why does your site allow this? This is exactly what competitors are facing lawsuits over, this is bait and switch. Again, good natured and ethical advertising would never provide a link with a promo code to be entered that then automatically displays a new customer price, let alone allow the code to then be applied. This is not the first time NextLink has been made aware of this via prospect costumers, yet they have taken no steps to technologically fix their systems to accurately reflect what a consumer is to expect from their bill. Instead they just add terms on other pages or links and say "we covered it over here, ignore what you seen elsewhere on our own website."

  NextLink is not advertising their services or making offers in an ethical manner and is clearly leaning on shady terminology placed on alternative links and refuses to make their technology right. NextLink needs to make technical changes to their quoting system online to stop deceiving customers. ******************** knows from the practices of ******** spectrum, etc that if they get the consumer to submit their information, they have a higher percent chance of converting them, even with increasing the price beyond what was originally converted. These practices are unethical at best and at worst, illegal and misleading. 

  It's clear NextLink is going to refuse to offer what was quoted on their site, therefore I lean on the second demanded remedy which was for them to fix their systems to stop the false and unethical practice associated with their quoting one price and then changing it once they already collected someones personal information. A copy of this complaint will be posted on all review sites NextLink participates on and will be forwarded to the attorney generals in each state they operate in. The practices employed by NextLink here must cease immediately. 

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

• Initial Complaint

  Date:02/21/2025

  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.

  On November 7, 2024, I called Nextlink Internet to cancel my service. The representative offered a one-month free trial and assured me that my service would automatically cancel if I did not continue. However, my internet was immediately disconnected that same day, and I never had access to their service again.Despite this, Nextlink continued to charge me $48.78 for December 2024 and January 2025. I only became aware of these charges when my February 2025 payment declined, at which point I saw that my account still had a balance. Now, my Nextlink account also reflects a February 2025 balance due of $48.78, even though I have not had an active service since November 7, 2024.I contacted Nextlink multiple times to dispute these unauthorized charges. They refused to issue a refund, stating that I was required to call back again to cancel, even though I was originally told cancellation would be automatic. They also claimed I should have reported that my service was not working, even though it had been disconnected on the same day I canceled.Nextlinks billing and cancellation policies are unclear, misleading, and unfair to customers. I am seeking ********************* assistance in resolving this matter.

  

  Business Response

  Date: 03/02/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 03/03/2025

  Complaint: 22964256
  
  I am rejecting this response because: 

  Nextlink Internets response, as their claims are inaccurate. I have provided documented proof that:
  

  1. I called and canceled my service on November 7, 2024.
  I have a text message from that same day, which I sent to my husband immediately after the call, confirming that I canceled the service and was offered a free month.
  
  The Nextlink representative clearly told me I would NOT need to call again and that my service would be canceled automatically after the free month.
  Despite being offered the free month, my service was immediately shut off on November 7, 2024, and I never had access to Nextlink Internet again.
  
  2. Nextlink cannot provide evidence that I used their service beyond November 7, 2024.
  Since I never used their service after my cancellation, I should not have been billed for December, January, or February.
  I have repeatedly requested service usage logs to prove that no data was used, yet Nextlink has failed to provide any.
  
  3. Nextlink disabled my account, preventing me from accessing my billing records.
  On March 2, 2025, I attempted to log into my Nextlink account and received an error stating that my email does not exist.
  

  This suggests that Nextlink intentionally locked or deleted my account to limit my access to records, further proving their lack of transparency.
  
  4. Nextlinks Terms & Conditions about a 30-day cancellation do not apply here.
  

  Their policy states that customers must provide a ****** notice to cancel. I called on November 7, 2024, which gave them well over 30 days notice.

   If their policy truly required me to call back again, why was my service immediately shut off on November 7, 2024?

  Nextlinks response is inaccurate, misleading, and does not justify the charges. I respectfully request that the BBB continue processing my complaint and push for a full refund of the disputed charges ($48.78 for December 16, 2024, and $48.78 for January 16, 2025), as these were unauthorized and improperly billed.
  
  Thank you for your assistance in resolving this matter.

  Best Regards, 

  ******* ******

  
  

  

  Business Response

  Date: 03/06/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 03/07/2025

  Reason for Rejection: Nextlink has failed to provide proof that I ever used their service after my cancellation call on November 7, 2024. ******** has already ruled in my favor and refunded both disputed charges because they found the charges to be unauthorized.
  
  I am rejecting Nextlinks response because they have failed to provide any evidence proving that I used their service after my cancellation request on November 7, 2024.

  Key Points That Prove Nextlinks ****************************************** Was Disconnected Immediately After My Call on November 7, 2024
  Before calling Nextlink, my internet was working.
  After calling to cancel, my daughter immediately noticed that Nextlinks internet stopped working.
  I checked my Nextlink account portal, and it showed offline.
  I attempted to reset the router, but it remained offline.
  Since Nextlink never restored my service, I reasonably believed the cancellation was processed, which is why I never called. 
  
  2)  Has Failed to Provide Proof of Any Usage
  Nextlink claims my account was active, yet they have not provided any evidence showing that I actually used their service.
  If Nextlink can track my account status, they can also track data usage.
  If they have no records of my household using their internet, why was I billed for December and January?
  
  3) Nextlink Never Contacted Me
  Nextlink never emailed or called me to inform me that my service was still active or that I needed to call again to cancel.
  They only responded months later, after I disputed the charges.
  
  4) Nextlink Waived My February 2025 Bill ** a Courtesy, But Refuses to Refund December and January
  If Nextlink truly believed all charges were valid, why waive a month?
  This selective refund shows that Nextlink knows there was an issue but refuses to admit full responsibility.

  5) I Was NOT in a Contract and Owed Nothing
  At the time of cancellation, I was not in a contract, meaning I had no obligation to continue paying for a service I never used.
  
  

  Best regards,
  ******* ******
  
  
  
  

  
  

• Initial Complaint

  Date:12/26/2024

  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.

  Have reported my internet not working a number of time and need a service technician to come out. I have done all the self test and answer back to them with many emails .. they say it is working just fine from what they see.. clearly it is not as it in and out .. problem started about the 15th of Dec.. they seem to have no want to send a tech out to trouble shoot the problem and fix it.. I want it fixed and need a technician sent out ..

  

  Business Response

  Date: 12/31/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 01/03/2025

  Complaint: 22730404
  
  I am rejecting this response because: the file does not open and I can not read it.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 01/09/2025

  Complaint: 22730404
  
  I am rejecting this response because:

  Not sure how I can do any tests on the router as im not a tec nor do I have the password for the router.  This was all set up by the nextlink installer and not by me.  The installer told me the router I had was fine and would work.    ************ was sold and set up by local nextlink people and I was given a number to contact if there was trouble.. After all the outages   and there have been way to many to count I was given a number by a nextlink worker.   How else if not given the phone number from a nextlink worker would I have it??.. As for calling  (PHONE NUMBERS) that  is a complete lie.  I have ONE number that I was given by a nextlink worker if there was trouble..   i have the texts from him saying if there is anything i can do ect to help out.   how sad you turn that around and say it like im the problem and doing wrong..   again how would I have his number if it was not given to me by a nextlink worker??

  I have reported the problem on their website as I was told to do so by the nextlink worker. also I have called nextlink only to be put on hold..  gave up and put in for a call back from nextlink.. I waited for over a hour but never got a call back.. 

   

  Got Lied to by the nextlink installer about a discounted price if I signed a contract then I get a increase in price on a signed contract and now told I need to pay for a service call ..    Never got any refund for the days and days your service was out ..    

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

  

  Business Response

  Date: 01/17/2025

  Please see the attachment for our response.

  Customer Answer

  Date: 01/19/2025

  Complaint: 22730404
  
  I am rejecting this response because:   I can not open this...  I dont  have office ..   not sure why this can not be sent just in a regular email..
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/05/2024

  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.

  Nextlink sent records to collections but we were never given a written record in the postmail for the past due invoice. The customer service has our new address as an email receipt showed our new forwarded address. Please remove credit report ding on account and give a written offer to set up a payment plan to rectify the past due account of $432. I have excellent credit and this is not acceptable to be automatically sent to collections as I have a track record of perfect payments and responsibility. The written record should have been sent to our new address, which nextlink had the correct address.

  

  Business Response

  Date: 12/13/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 12/19/2024

  Complaint: 22641971
  
  I am rejecting this response because: we were never given a collections notice at our new address. We were never given a written notice of said collections for this debt. We will setup a payment plan but my credit needs to be restored as I had excellent credit before. Ideally, you would send at least one written letter (even two if you truly wanted to communicate) to those who are in need of paying off debt. We never received ONE written letter. 

   

  Please give an option for paying off the debt AND remove the ding to my credit.

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

  

  Business Response

  Date: 12/27/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:12/04/2024

  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 was the contact person and employee for a business account with **********************. We canceled the account and didnt receive further invoices. However, the company did *** a final invoice and it was sent to collections in September of 2023. I immediately called Nextlink to understand what the invoice was for and realized it was missed and paid over the phone. They emailed me the receipt and told me they would notify the collections agency. Today (12/3/24) my PERSONAL credit score dropped 40 points for that debt. The collection agency said the account was opened in my name in December 2023, a complete and total lie. The account was opened before I even started working there in 2020. It was a BUSINESS *********** was a contact person! It needs to be removed. It affects me greatly. I have no idea how they got my ********* as only my name was provided to them. I have called multiple times and they tell me the collections department will reach out to me. They have yet to return my calls.

  

  Business Response

  Date: 12/12/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:11/26/2024

  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 received a final bill to terminate service for a move back on 15 December 2022. I moved to ******, **. They have a complete transcript of the interaction and where I was moving. After termination of service I had a bill of 0.00 and have a copy. Once service is terminated you lose the ability to log back into the account. In 2 years I never received a phone call, email, or mail bill for some early termination fee. Now, 2 years later I get credit hit showing Im in collections. I paid immediately to get the past due corrected, but now my credit is damaged and will have a collections record for 7 years. I plan on legal action for damages. They were unable to show me they ever sent a bill or that I was ever attempted contact and this is all captured with their quality assurance recording with ****

  

  Business Response

  Date: 12/04/2024

  Please see the attachment for our response.