Complaints

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

close

Find a Location

Nextlink Internet has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/19/2023

  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.

  Horrible, horrible internet! Internet got installed 4/17/23. Today makes it 2 months that we had the internet. Of course after the first 30 days it went downhill quick! I work from home and the internet rarely is above a 2 this past month. Which means I cant stay logged to work. I have spent over 7+ hours on hold and talking to reps, and no one can fix the problem for more than a few minutes. A tech came out yesterday and said my signal was going to the wrong tower but it was now fixed. Nope, my speed is currently a 2!! My neighbor has the same internet and his is fine and pulling the right amount (over 100). The worst internet company I have ever experienced. How can no one get my signal to the correct tower for more than 1 minute. I shouldnt have to spend HOURS on the phone repeatedly for the same issue with no resolution. Put up a new satellite or something if my signal with my currently satellite keeps messing up. I am currently on the phone as I type this so far 40 mins on hold

  

  Business Response

  Date: 06/26/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:06/16/2023

  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.

  No internet service, called company I was told they would need to schedule a service call to issue new equipment. It would be in a month. *** asked to speak to a supervisor apparently they don't have any supervisors available. I was informed that the reason I'm having to wait so long is due to the many new services they have to attend to.

  

  Business Response

  Date: 06/23/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:06/13/2023

  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 service with this provider at **** ******************************* ***********, ** *****. I have had many service calls because the internet has never worked correctly and was installed incorrectly more than one time. I am moving to a new address where this internet service is not able to be transferred. The company is wanting me to pay an early termination fee at no fault of my own for not being able to transfer the internet or they want me to transfer the contract to the next tenant. I rent my house, I have no idea who is going to move in after me or when. I just don't think its right to penalize someone for the internet companies lack of service.

  

  Business Response

  Date: 06/22/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 06/22/2023

  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:05/30/2023

  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.

  I have been dealing with the internet constantly disconnecting for the past three weeks and have called multiple times to get the issue resolved to only be given the run around. I am not receiving the speeds that I am being billed for along with the constant lag and disconnects to the point any games are unplayable, videos are unwatchable, and just basic internet scrolling is a struggle. They have sent one technician out that did not do anything to resolve the problem only said that it looks good without testing anything. I have tried to be civil with this but at this point its absolutely ridiculous.

  

  Business Response

  Date: 06/08/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:05/11/2023

  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.

  With Nextlink I get on average 60% of the internet speed I pay for. I always pay 100% of my bill. I have expressed these concerns to Nextlink and they let me know as long as I am getting 60% of the speed I pay for, they are ok with that.

  

  Business Response

  Date: 05/19/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:05/01/2023

  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.

  Had internet installed. It worked great for a few months, then on April 9, 2023 started having issues. Service tech came out and told me that it should have never been installed because of our trees. He said he had it going, left and when I did a speed test, it was not fixed. Senior tech support called two weeks later and said a taller pole and tripod was needed and that an area supervisor would get in contact with me. Called Nextlink today regarding that and was told that they could not help me, they would just have to wait until the area supervisor reached out to me. Its been almost a month (7 days away) that we started having issues. No one you talk to can help you, but they can tell you everything that is in the open ticket file.

  Customer Answer

  Date: 05/01/2023

  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:03/27/2023

  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 is the only Internet provider available in our neighborhood. If there is anything but sunny weather, we lose Internet access for at least eight hours. We have never been given a reason as to what the problem is or any kind of timeline when there is a problem for resolution. We are at the mercy of this sham of a business. Every time I have tried to call I am treated rudely as though we are a bother and given different answers that are untruthful. I was told today when we lost Internet at 7 AM and I started calling to find out what the problem was that NextLink was unaware there was an outage, even though their system had an automated message stating there was an outage. I was offered a callback, which was never received, and also offered a note to provide to my employer to explain why I could not perform my job for the third time this month. Since my job is remote, this is unacceptable.

  

  Business Response

  Date: 04/04/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 04/11/2023

  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:03/20/2023

  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 customer service is absolutely awful. I have been a customer of theirs for about 2 years. When they initially installed the equipment we were getting great speeds. Recently they have been awful, so I make a phone call to customer service. They tell us we are experiencing packet loss and they are swapping us towers (remotely). (Our internet worked at this time before the phone call) They tried swapping towers and completely knocked our internet out and now it doesnt work at all. They have yet to give me a time, date, or reason as to why this happened. Now the best they are saying they can do is put me on the schedule which is two weeks later. I stressed to them the importance of having our Internet work, due to us having wifi baby monitors and we have three children under 5. I absolutely do not recommend this company. They dont care about their customers and are not willing to admit that they caused an issue and are not willing to fix it. I have called 4 times and spent hours on the phone asking to speak with supervisors and get some sort of resolution without success. This company does not care about their customers at all.

  

  Business Response

  Date: 03/28/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 04/04/2023

  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:03/02/2023

  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 started with Nextlink Internet November of 2021 and pay for the 100 service. Since then, we have barely gotten 50, have escalated issues countless times, and to this day STILL do not get the speeds we pay for. They adjusted our bill once saying the issue was resolved when it is NOT RESOLVED. Over the past year, there has been maybe 2-3 days where we got close to what we paid for. These constant issues, no response or saying it was fixed when it wasnt and not sending someone out here to correct things is insane. I would like our bill to be adjust and refunds and/or credits applied to our account. I would like this to be fixed and a solution found promptly for us to get the speeds we pay for OR have a permanent payment discount adjustment for the over years worth of trouble!!!

  

  Business Response

  Date: 03/10/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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.

  Next Link is advertising gigabit internet service for the Bluebonnet Ridge subdivision. I had new service setup in November of 2022. I ordered gigabit service to be provisioned. I have yet to get anywhere close to gigabit speeds. I have opened up tickets with Next Link and have yet to have the issue resolved. Next Link has down graded me to 500 up and down since they can't provide gigabit speeds. Even with the downgrade, I am not getting 500 up and down.

  

  Business Response

  Date: 02/15/2023

  Please see the attachment for our response. 

  Customer Answer

  Date: 02/15/2023

  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. I tested the bandwidth speed this morning and it is now 500 up and down. 
  
  Regards,
  
  ***********************