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:01/08/2024

  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.

  On June 1st, 2023, I entered into a 2-year contract with Nextlink for an internet service advertised at 300 Mbps, following a verification by their technician that my location was eligible for these speeds. The service initially met expectations. However, starting in September 2023, the quality of the service drastically deteriorated. My internet connection became highly unstable, and the speeds plummeted to an average of 30 Mbps, a mere tenth of what was promised.Despite multiple technician visits, the issue persisted. I was eventually informed that modifications to their infrastructure specifically, the repositioning of a receiver on their tower were made to accommodate more customers, severely impacting my service. This change rendered the internet connection unstable and unfit for the purpose of enabling my wife and me to work from home as assured.What exacerbates my concern is Nextlink's response to the situation. Upon raising the issue, I was met with the claim that I was merely paying for an internet connection and not for specific speeds, despite the existence of different pricing for different speed tiers. This contradicts the very basis of our contract and is a clear misrepresentation of the service offered.Further to this, I recently discovered that Nextlink has unilaterally altered my contract plan from "NEXT300T - 2 yr" to "NEXT100T - 2 yr" without my consent. This action not only acknowledges their inability to provide the promised service but also violates the terms of the contract we both agreed upon.Given these circumstances, I believe Nextlink is in breach of our contract and is engaging in unethical business practices, including false advertising and unilaterally modifying contract terms. I am requesting the BBB's intervention in this matter to investigate these practices, and to help facilitate the voiding of my contract without penalty.Account: *********

  

  Business Response

  Date: 01/16/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 01/19/2024

  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.

  They are going to waive the early termination fee and allow me to cancel free from penalty.

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

• Initial Complaint

  Date:12/15/2023

  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.

  I called this morning, ******, to cancel my internet service with Nextlink. I changed providers on ******. My billing period is ****** to ******. I requested a refund and they said no they were keeping it, because I didn't give them 30 days notice. This is wrong. They have not provided internet service to my house since ****** and they still want to keep the money. All I want is a refund on my credit card.

  

  Business Response

  Date: 12/22/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 12/26/2023

  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:11/27/2023

  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.

  Since signing up with NEXT internet through North ****************** they feel justified with charging a ridiculous $50 for a reconnect fee. We live in a very impoverished area, and this is a predatory action any way you look at it. $50 for a simple keystroke on a keyboard! They know people will not be able to pay the already bloated Internet service price, as it's the only reliable Internet in the area. Their predatory practice needs attention. Internet service being absolutely necessary nowadays for employment, education, and basic communication in our everyday lives, and praying on the people in a severely impoverished area is their solution.

  

  Business Response

  Date: 11/27/2023

  Nextlink Internet has reviewed the received complaint and conducted an internal investigation. Based on the information provided, the complainant is not a customer of AMG ********************** d/b/a Nextlink Internet. While Nextlink Internet is based out of ***** and does provide internet services to multiple states, ******** is not a provided service area. Nextlink Internet is not in any way affiliated with North ******************

• Initial Complaint

  Date:10/20/2023

  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 moved my services to **** *************** *********** ** *****. I was offered a 400mbps service and was charged for that rate plan. I had multiple speed issues 8nclud8ng the service going out. After multiple troubleshooting steps I was f8nally advised that they could not support 400mbps and recommended for me to change my service to a 200mbps rate plan. I have moved to ***********************************. Nextlink does not have services h8gher than 35mbps in the area. I was recommended by the service tech to cancel services and that the early termination fee (***) would be waived. I contacted ************* and they ate advising that the *** would not be waived since serviced were not fully transferred. I would like a refund for the cost different from the 400mbps and the 200mbps rate plans since they never were able to offer me the 400mbps they promised. I am also seeking to have the *** waived since I am outside their service area.

  

  Business Response

  Date: 10/27/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 11/20/2023

  Complaint: 20754501
  
  I am rejecting this response because:

  
  Hello, The information provided by the provider is not accurate. I have checked my call logs on my bill for *** and June, I did not receive any contact attempt to change my rate plan. Please note that in their terms and conditions they promise to provide up ro 60% of the service plan offered. They did not meet their part of the agreement as such contract should be voided. Additionally they offer customers to waive early termination fees when they move outside the service area. Working with ************* they offered to adjust the Early Termination fee down to $200.00. Which I still found unfair since they did not hold up to their terms and conditions and I moved outside of their service area. The credit that was offered was provided since their services went down for a long period of time. The credit for not having service should not be counted towards credits for them not meeting their terms and conditions and not providing 60% of yhe service package they offered me. Since the month of December was adjusted for not having service I am ok with them not providing a an additional credit for the cost difference for this month since it was adjusted. Lastly on October 11, the technician attempting to move the service advised that the Early Terminarion Gee would be waived since I was outside of their service area. My concern is that the company did not even attempt to contact me regarding this complaint and just submitted a response. Thank you,

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

  

  Business Response

  Date: 11/20/2023

  Please see the attachment for our response to this rebuttal.

  Customer Answer

  Date: 11/20/2023

  Complaint: 20754501
  
  I am rejecting this response because:

  Once again the company is not providing correct information.  Their terms and conditions indicate that they will provide a minimum of 60% of the service plans.  Which was not provided by Nextlink.  

  Furthermore I kept their service while it was not worming working properly.  The technician refused to change the service to the new address since he indicated that we were outside of the service area s8nce he couldn't get a connection.  The technician indicated that I needed to contact ************* and have the Early termination fee waived.  

  So the Nexrl8nk refused to move the service are and promises to have etf waived, but not following through on their promise.  

  I will be filing a complaint with the attorney general filing a small claims case if issue is not resolved.  

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

• Initial Complaint

  Date:08/16/2023

  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.

  I sold my house back in January of 2023.Nextlink kept charging me until July and said I had to pay a cancellation fee in order to cancel. I did not know the new owners had already taken over until May of ****************************************************************************************************************** January These people are thieves and will no refund my money. Refund in total should be $604.56

  

  Business Response

  Date: 08/25/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 08/30/2023

  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. 

  Thank you to Nextlink for doing their due diligence  

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

• Initial Complaint

  Date:07/19/2023

  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.

  We lose internet service for extended periods of time because technicians or reissue people are not sent to work on problems

  

  Business Response

  Date: 07/28/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:06/30/2023

  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.

  The internet and customer service *****. Over the last 3 months I have had 3 weeks worth of service and every time I call customer service, I get the go-around and told someone will come fix it and no one fixes the issues. Or I get put on a 30 minute hold. Nevermind even getting called back when I request one.

  

  Business Response

  Date: 06/30/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:06/23/2023

  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 am writing to file a formal complaint against NextLink, a telecommunications service provider, regarding their persistent failure to address frequent service outages and signal dropping issues that I have been experiencing for over 12 months. Despite numerous attempts to resolve the matter directly with NextLink, they have shown a complete disregard for customer satisfaction and have failed to rectify the ongoing issues.I have been a loyal NextLink customer since [date], and during this time, I have encountered innumerable disruptions in service that have severely affected my ability to carry out essential tasks that rely on a stable internet connection. These outages occur with alarming frequency, often multiple times per week, and have had a detrimental impact on both my personal and professional life.In addition to the inconvenience caused by the outages, the intermittent signal dropping has made it nearly impossible to engage in reliable communication or access the internet consistently. I have made countless calls to NextLink's customer support, spent hours on hold, and endured several technician visits. Despite these efforts, the situation remains unchanged, and the problem persists.The extent of NextLink's negligence and lack of accountability is deeply concerning. As a paying customer, I expect a certain level of service reliability and customer support, which ******************** has consistently failed to deliver. I have reviewed the terms and conditions of my contract, and nowhere does it mention the frequent outages and signal dropping that have become a recurring issue. I urge you to investigate NextLink's practices and hold them accountable for their failure to fulfill their contractual obligations. Additionally, I request that appropriate action be taken to rectify the ongoing service outages and signal dropping issues.

  

  Business Response

  Date: 07/03/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 07/05/2023

  Complaint: 20227278
  
  I am rejecting this response because: Nextlink has not fixed the issues that affect my entire neighborhood for months now. This is going back almost 12 months. I have been hearing about "repairs and fixes" to a tower as a fix for many months. I will believe it when I see it. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/13/2023

  Please see the attachment for our rebuttal response.

• Initial Complaint

  Date:06/22/2023

  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.

  Nextlink is the main internet provider in our neighborhood. Others are the cell provider internets. There are constant issues with no/slow internet. My phone and laptop will not load a web page most of the time. I have contacted Nextlink several times this year alone and the only response is they can't find an issue on their end and a tech can be here in about ***** days. I'm not getting the service I am paying for and have not gotten it consistently for about 2 years.

  

  Business Response

  Date: 06/30/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:06/20/2023

  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 recently got service with this company, it took me a month to get service. When I initially scheduled a set up time, verbally over the phone, they scheduled it for a different date and then said they couldnt honor the date that their representative told me over the phone. Fast forward a few reschedules, I eventually got my service set up.. here I am having service 2 weeks with this company, and my service went down and Im getting the same excuses as I did when I first signed up for service, that their technicians are booked out. This is literally ridiculous. Ive had service 2 weeks with you guys and now youre telling me I have to wait 3 more weeks without service to have a technician come out. You guys still expect a payment though, huh?

  

  Business Response

  Date: 06/26/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 07/10/2023

  Complaint: 20207973
  
  I am rejecting this response for many reasons. Starting with the fact that from the time I moved in, I had to wait over a month to get service. When I was originally supposed to have service turned on, your agent scheduled me for the wrong date in the system but sent an email stating the day that I was anticipating having service turned on, in which I was basically told oh well. The day that I was actually scheduled for did not work for me as I had taken off the day prior for my services to be turned on. I rescheduled, and received a time frame of **** AM. At around 11:15, no one had shown up. I called for an update and they said the tech was still at the previous stop and I was then told it would take upwards of 4 hours to have my service turned on. I had taken the morning off of work for this. If I had stayed until at least 4 to wait for you guys, I wouldve missed an entire day of work. Ive had to take off 4 days of work because of you guys. From being scheduled for the wrong date, to getting my service turned on, to having to take off to get my service fixed. I was only offered a next day appointment to fix my service because I had to escalate the call. If I simply wouldve said yes, please schedule me for July 7th and if you get another appointment thats sooner, please call, you wouldnt of called. I was told the same thing with each of my service appointments Ive had with you guys. Also, the $6 credit you offered me is nothing compared to the time Ive had to take off work for you guys. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 07/17/2023

  Please see the attachment for our response to the rebuttal.