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:08/22/2024

  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.

  Storm damage broke tree limb which in turn hit providers equipment requiring provider service tech to repair. Notified them on August 9/10th. Spoke to them via phone and was informed earliest available date for service was August 16th. On August 12th I get email to contact them for service call. Prior appointment was never issued. Next available appointment is now August 23rd. Provider attempted to contact me to move up appointment but I was unable to reply. On August 20th I receive notification of upcoming appointment. On August 21 I receive notification of appointment cancelation and need to contact them to reschedule. This constant schedule/reschedule of appointment requires me to ask for different time away from work and generally causes a scheduling headache for me and my employer, since I am required to be there when they come to perform repairs

  

  Business Response

  Date: 08/30/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:07/30/2024

  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.

  When hurricane ***** hit east ***** on July 8th, 2024, it knocked down a tree and toppled the internet tower several houses, including mine, used. A couple of days later, two Nextlink trucks came, took pictures, and promised to restore our service.In the past three weeks, multiple technicians have come to survey, take pictures, make notes, and repoint antennas. However, the information isn't shared among technicians, so we keep explaining the situation. At least six of us affected customers have made numerous phone calls to Nextlink customer service and supervisors, repeatedly told technicians will repoint us to another tower or upgrade our equipment. Each time technicians say the trees block the signal and repointing isnt possible. They claim the tower repair is being handled by higher management and the upper management won't share details about it with the technicians. No information is ever provided to us as the customer either about what is being done to restore the tower.Today, July 30th, 2024, a Nextlink technician came to repoint my antenna and confirmed it wasnt possible. When I inquired about tower repairs, he had no information. After he left, we called Nextlink customer service, and they told us our service ticket was closed because a technician had visited and they assumed the issue was resolved. We clarified it wasn't, so they reopened the ticket. The agent insisted on sending another technician to repoint the antenna, despite us explaining that a technician was just at our house and said it couldn't be done.

  

  Business Response

  Date: 08/08/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:07/15/2024

  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.

  The message is to submit a complaint for our residential internet service. We have been a customer for many years, and we have never had the issues that we are experiencing this week. Historically, we have received outstanding customer support and this week it has been the definition of insanity. I know your calls are recorded for customer service and I highly suggest you review what has occurred on our account for the past week. I work remotely from home and internet is a requirement of my employment. The phone agents I have spoke to have been very professional and kind but the resolution is going nowhere. I have been calling every day for overa week, every day we go through the same exact thing. Power everything down, plug in a laptop see if that works, go buy a new router, escalate the ticket to a resolution team, resolution team says its fixed, its not fixed and we start the process over again. Literally, everyday for the 5 days we have gone through this exact same repeatedly. I have asked if they could send someone out. I was told there would be no point as that is not where the issue is. After 5 days of no resolution they tell me that they now have to send someone but it would not be for 8 days. Several of our neighbors are experiencing the same issue. I have requested this be looked at holistically and that has been denied as well.

  

  Business Response

  Date: 07/24/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 07/29/2024

  Complaint: 21990348
  
  I am rejecting this response because: we close our account because after the tech came to the house the internet was still not fixed. When I inquired about an ETA for fixing the issue I was told no ETA could be given as that would be unfair to provide me with an estimate in case they were unable to fix the issue. Therefor we were left with no other option than to cancel. Our monthly bill is $65.27. In May, our internet was disconnected due to no payment received. I was told the funds were applied to an incorrect account and that I needed to pay for the extra month plus late fee in order to have the account turned back on while they researched where our funds were misapplied. My total amount for 6 months of service was $391.62 however I had to pay $535.16. Please confirm we will be receiving a refund of $143.54. Attached is proof from our bank. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/09/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:07/08/2024

  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.

  When installing the fiber throughout our neighborhood no notice was given prior and they broke our main waterline. Because I had no notice, I did not know what company was installing the fiber nor how to contact them. I went onto my neighborhood ******** page and luckily a government official saw my post. He contacted the city to come out right away and stop the water as well as contact the company to fix the leak. When they came out to fix it, they dug a 20 long trench damaging my yard and Live Oak Tree and did not pack the dirt when done. After multiple rains the dirt sank creating a 3 deep trench in our front yard next to the sidewalk. Multiple attempts to contact someone to fix our yard after six months have failed. We were in touch with someone and provided two quotes to them, but after providing him the second quote he never returned our communication. A door-to-door salesman came to our house to sell us an internet package because his data does not indicate we are current customers. We tell him our issue and he wrote our complaint in his notes. My husband called a day before this guy came and was told his message would be passed along. However it has been another 2 weeks and we have not had any communication. We seek to have our yard repaired as it is a danger to kids walking/riding a bike on the sidewalk and potentially injuring themselves on our property should they step in our yard and not realize the danger.

  

  Business Response

  Date: 07/15/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:06/20/2024

  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.

  My internet has not worked since May 29 2024. Supposedly an outage for approximately two weeks. The day the *** contacted them about my complaint after being without service for two weeks. I was notified outage cleared, however my internet is still not working. A service ticket now extended my outage another two weeks. I have asked to escalate service ticket and no response from Nextlink. A month without service is unacceptable customer service. Current ticket number *******

  

  Business Response

  Date: 06/28/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:06/03/2024

  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.

  On roughly August of 2023 I purchased a plan for nextlink internet. Ive had the service in the past, they were fine then. Now I do not get my moneys worth. I pay 110 a month for 50mbps, I do good to get 5mbps average. I want the service cancelled, but since I am disabled, my finances are managed through a third party who refuses to adhere to my wishes. My money is used to pay for this service, that was made clear when signing up for it. I spoke to the individual on the phone, she informed me that not only is my name not on the account though the service is at my physical address, and my disability pays for it, she cant even speak to me to resolve the issue. I dont apprecuate being treated like a child just because I am disabled. Seems to me like a lawsuit should be in order, like that would help. My next issue is the constant disconnecting. I lose internet once or twice a week for several hours. Nothing can be done but wait. Howrver, I am sure the company still wants me to shovel out money like I am getting a consistant service, though I am not. I dont appreciate this company. I dont appreciate the lack of customer service. Do better.

  

  Business Response

  Date: 06/12/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:05/06/2024

  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.

  The whole ********************** in *******, ** every time we get drop of rain our internet will go out for hours or days. It has happened 3x this week and still have no internet. I have made this complaint multiple times. No response and no one seems to care. I believe something in our community is not wired right. Which is causing all these outages everytime it rains. I would like someone out to inspect this issue to see why this keeps happening. I would have already changed service but Nextlink is our only option out here unfortunately

  

  Business Response

  Date: 05/16/2024

  Please see the attachment for our response. 

  Customer Answer

  Date: 05/16/2024

  Complaint: 21667417
  
  I am rejecting this response because:
   
  what would the link thing look like that would need to be on someones property? 
  Regards,
  
  *******************************

  

  Business Response

  Date: 05/24/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:04/30/2024

  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.

  My ISP NextLink Internet is throttling my speeds. I pay for 50/10 supposed to be getting no packet loss and I am supposed to have less that 20 ping.I have months of proof but the proof I will provide is of this current day.

  

  Business Response

  Date: 05/09/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 05/27/2024

  Complaint: 21643450
  
  I am rejecting this response because they have not fixed the throttling, I have contacted the *** and FCC. They are refusing to actually help. Blocking the customers phone number and refusing to give actual service. **** having over 150+ ping since January, being told it is "in spec": yet this is the ONLY wireless company that has these issues?? This makes no sense, tried calling and calling. Nothing, constant blocking. I will be switching internet providers the moment I am able too. I need my issues fixed. After 6 years of constant lies, slander, threats, and failure to provide actual service. This is a scam company. PURE SCAM, they say "oh it's because this reason oh this reason oh you bullied an employee". Its all lies, they have it recorded right? After I have been called an idiot, stupid, etc from level 1's? This is how an ISP treats its customers?
  
  Nah, this is a scam. I need this FIXED. I am supposed to have 10 - 15 ping **** not 150+. I have provided the proof which is what nextlink cannot provide. They constantly come up short and even still are on IPV6. They claim to be a "small company" just so they can continue to scam, steal, and lie. 
  I expect to not have my service closed as this is a formal complaint through the Better Business Bureau as NextLink refuses my calls, refuses to call back, etc. They have done nothing be berate, belittle me, and continue to be among the worst ISP's in the ************** 
  
  

• Initial Complaint

  Date:02/22/2024

  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.

  Nextlink after providing terrible service for well over a year with complete outages of 5 full days and 2 full days when they knew my wife worked from home was unacceptable. When the service was not totally down it was very inconsistent and I phoned them on evey occasion with little results. After the 5 day outage with my wife working from home I had to make a change but it was going to take time since the company I was changing too had to run the infrastructure to provide service. Since nextLink was the only service available I had to wait for over a year for the other company. Finally its was installed 2 months ago and I cancelled Nextlink and gave my reasons for inconsistent service and 2 times no service with no resolution for extended periods listed above that turned out to be thier equipment which I told them over and over and no tech rep was sent to check. They then told me they confirmed my problems and my constant calls to the business but they were going to charge me a 400 dollar cancelation Fee ? I told them I was not paying that fee for bad service and thats the reason I left them in the first place. I had one phone call with them and the **************** rep totally understood the problems and that they were documented but management still wanted the 400 . So I basically told them no Im not paying and I responded to their last email as well saying I will not be paying that bill because it was ridiculous. I want them to stop bothering me at this point .I never missed a payment and was a good paying customer and I do not feel I should be treated in this manner.

  

  Business Response

  Date: 03/01/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 03/05/2024

  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:01/22/2024

  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 bought this service trusting and hoping Nextlink would be communicative with me should there be any issues. Not only is my internet speed almost always below the advertised. Not only am I paying $30 more then advertised on there website. I am getting worse ping and internet performance than my neighbors. We have two seperate Nextlink accounts at our address. One on the 25mbps package and mine which is the 100mbps. The 25 mbps package has significantly more ******************. Unlike advertised. The 100mbps package is significantly worse for gaming. Every time I contact Nextlink I am told that my internets performance is within spec and given the cold shoulder. If 90 - 120 ping with spikes to ******* ping and packet loss is within spec. Then that should be noted somewhere. All I seek is for my plan to be canceled.

  

  Business Response

  Date: 01/31/2024

  Please see the attachment for our response.