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:01/23/2023

  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.

  They installed their line on our roof when we asked them not to and was supposed to come out and fix it as well as repair the roof!

  

  Business Response

  Date: 01/31/2023

  Please see the attachment for our response.

• Initial Complaint

  Date:01/06/2023

  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 refuses to fix their poor service. I have called no less than six times since May 2022 regarding my internet speeds and intermittent drops of service. Speed tests are all over the place. I signed up for the 100 Mbps plan; however, they found it okay to place me, without my knowledge, on the 50 Mbps plan. I did not know this until my most recent call to their call center on 1/4/23. I was receiving roughly ****** Mbps in September, which they can prove by the phone call notes and speed tests I and their staff performed. They continue to refuse to place me on the 100mbps plan even though my equipment and my tower are both able to process that speed. They were also charging me double what the 50 Mbps plan costs for who knows how long. I just got a call back from the escalation team where their solution was to ************ to my original tower, and that would miraculously fix everything. The same tower I was having the issues on, and their tech person moved me off of on 1/4/23 to try to fix it. They also suggested I buy a static IP, which would cost me more money every month. Also, when I called about these concerns previously, they suggested I purchase a home mesh system, which I did for the tune of $250 to cover **** sqft. This did not fix anything, and I still have service issues. My home is only **** sqft and should be easily covered by the router and the mesh system.

  

  Business Response

  Date: 01/13/2023

  Please see the attachment for our response.

  Customer Answer

  Date: 01/14/2023

  Better Business Bureau:
  
  Nextlink has chosen to be argumentative and unhelpful to their clients. It took 7 months for them to send a technician out to my house. Im done arguing with a company that has no regard to the clients money or time. I will be discontinuing service once fiber is at my location as many others are. Nextlink should learn from this experience; however it appears they wont. None of their departments talk to each other and their staff is severely under trained. 

  Regarding the mesh system purchase, their staff did not offer the option  to lease it. They told me to go buy one, so I did. Then they didnt take the router off of my plan and continued charging me additional money for it for 5 months which they apparently refuse to refund. 

  
  

  Nextlink is essentially providing antiquated internet service from **** in 2023. Is only going to continue to get worse for them until they go out of business since they arent investing in their equipment to make it better. 
  
  

  
  

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

• Initial Complaint

  Date:11/28/2022

  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.

  Absolutely horrible customer service. I was told they cant waive the $400 cancellation fee as their company isnt big enough to be available where Im moving. Thats an unforeseen circumstance and the customer shouldnt be held liable. The amount of money Ive spent on average internet service (at best) and the amount of time Ive spent on the phone with my Cameras continuously going out due to horrible service. This company has the worst customer service Ive ever experienced.

  

  Business Response

  Date: 12/06/2022

  Please see the attachment for our response.

  Customer Answer

  Date: 12/07/2022

  Complaint: 18458471
  
  I am rejecting this response because:

  
  

  False information given by the provider. I was never given the opportunity to have a non contract partnership with this Next Link. To be the honest one within this dispute I was actually the one to bring it up when I got on their website to see about availability at my new home. The supervisor that called me and offered a lower early termination fee was notified of this as well. I wouldve gladly accepted a non contract even at a higher cost. My job has be moving often and I never sign contracts with any provider due to this. All the other providers have all been ok with this and Ive NEVER had an early termination fee. I have a family member who is willing to take this to court and not charge me a dime. So we can either step up the customer service like the other providers or we can plaster reviews. Makes no difference to me. I just know Im not paying an early termination fee due to the lack of knowledge of the company rep(s) when I signed up. I shouldve been notified of their non contracts when I made it very clear I only needed it for 6 months to a year. All my calls are recorded as soon as my phone connects and Ill gladly provide this call. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 12/15/2022

  Please see the attachments for our response and a copy of the the e-************** agreement.

  Customer Answer

  Date: 12/15/2022

  Complaint: 18458471
  
  I am rejecting this response because:

   

  Its time you take your customer support to a better level  you representative failed to notify me of a non contract option that I gladly wouldve taken if offered. Also I cant transfer Service to new tenant as I dont own that home. I was the tenant not the landlord. With that being said the landlord said he never gave consent to install a dish/antenna on his roof. I made it clear I didnt get his permission yet and the install was done anyway. You guys as a company failed twice  I work for a company with **** plus Employees and getting very close to sending out a mandatory email to them to leave a bad review on at least one platform. Ball is in your court. I wont return equipment until the fee is waived. If the reviews dont work then the next step is court. My brother in law is an attorney in the ************** and it wont cost me a dime. Check next move is yours.

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

• Initial Complaint

  Date:10/25/2022

  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 wait for 4 months for some to come out and fix my dish. Before that it took them 6 months to come to change the location of the dish to get better serivce. i have pics of the current problem. im really getting tired of this company but they are the only ones that are resable priced.

  

  Business Response

  Date: 11/02/2022

  Please see the attachment for our response.

• Initial Complaint

  Date:10/20/2022

  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 signed a two year contract with NEXTLINK Internet in Novemeber, 2021. I am to receive 15mg download and 3 mg upload for $49.99 a month. I am not receiving that service. Speed checks show a 10 mbps download and less that 1 mbps upload. A check on 10/18/22 at 10 A.M. showed ***** and .86. I am not receiving what I pay for. According to the NEXTLINK billing department, to get out of the contract I must remit $400. NEXTLINK is not providing the service expected per the contract. And now NEXTLINK expects me to pay extra! If they provided the service, I wouldn't want to stop service.NEXTLINK expects me to purchase a new modem and a device that is ethernet enabled to check the system (my computer does not have a spot for an ethernet cable). They need to check it out as the provider, not the customer!I have asked to review my contract to no avail.

  

  Business Response

  Date: 10/28/2022

  Please see the attachment for our response.

• Initial Complaint

  Date:10/17/2022

  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 without internet service for 2 weeks. I'm still expected to pay the full bill amount on Monday. Noone can give me an estimate on when it will be fixed. **************** does not have answers to anything & half the time they just tell you what you want to hear & then dont even fulfill the promised obligation. I have lost out on money waiting on technicians that do not show up when promised. This has happened multiple times. There are people who literally work from home & depend on working internet service for a paycheck. I have seen multiple complaints on their page of many, many, many customers being treated the same way. Then they hide half the comments so customers can't see them. Who is running this business & how are they getting away with doing this to people?

  

  Business Response

  Date: 10/24/2022

  Please see the attachment for our response.

• Initial Complaint

  Date:10/07/2022

  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 called to inquire about service in 05/2022 & the guy came out & told us we needed to have someone from Nextlink come with a drone to pinpoint the location best for service, that we needed a tower/pole installed at the front he didnt know the ********* had to be able to talk to Another tower by the house again he didnt know the cost of the second tower. But, He came by himself & climbed his ladder & this was his findings.We had a guy come out with a drone & the line of sight is 18meters off the ground. I called Nextlink with the information on about 09/28/22 talked to ****** who said to install the tower & take pictures & send them to her *********** would forward them to her Supervisor for approval to have the installation set up. So, we bought the **** tower ****** & had it installed per specs & set in 3x3 ft concrete. I took pictures as required & sent them to ****** with Nextlink & was told they had it approved & now 2 techs would need to come install because THEY WANT the tower secured & attached to our home. Which will void any warranty of our home so WE CANT. The Tower is 29ft tall & 3 feet in the ground in concrete. So roughly 26 feet above the ground. The internet only needed to be 18 meters off the *************** originally told me they had to be able to climb the tower. Now states they have to climb a ladder. The same ladder the tech came out & climbed by himself when he came out the first time. On 10/3/22 per ****** they require 2 techs to come out & want to charge ****** for it. I feel theyre doing this for financial gain because we have done all of the work with the tower, the cat 5 cable ran in our house & all they have to do is attach the cable or whatever they need to attach to that cable for service. We have a *********** have done all of the work. Its a flipping racquet. She stated IF WE sign a 2 year contract they will waive the second ****** installation fee.We have done everything short of doing their job for them.

  

  Business Response

  Date: 10/14/2022

  Please see the attachment for our response.

  Customer Answer

  Date: 10/20/2022

  Complaint: 18178643
  
  I am rejecting this response because:

  
  

  Nextlink,

  
  

  **** internal investigation is sub par at best.

  If you actually investigated this you would have known the Nextlink guy originally came out to our home on 05/20/22 @ 1:20pm & the guy actually climbed on the ladder that he provided & had on his truck. 

  He also told us what to buy & what to put up so that the install would be quick & not much work would need to be done by Nextlink.

  
  

  He & the rep over the phone who set up the appointment BOTH stated He would be the only one coming to do the install & it appears very clearly that because we didnt buy 2 poles from you & have them installed by your techs. Pay to have your guy come out on two seperate occasions as well as pay your supervisor with a drone to come out here & all of the other extras you people charge is essentially price gouging & ridiculous.

  
  

  He was told the day he came out we couldnt attach anything to the house & the tower was installed according to not only YOUR TECH we purchased this  **** tower through an executive consultant that Nextlink contracts with to install towers for Nextlink 

  ********************* & the tower isnt to be tied out or attached unless its over ***** feet. We are well under that height.

  
  

  your own representative stood on our property & climbed on the roof on his own ladder & advised both my husband & myself that 2 people were not required & he would be back out here as soon as the tower was installed, the drone out here to pinpoint accurate line of sight to install the internet & we did exactly that.

  
  

  Now we have done majority of the work.

   you guys are not standing behind what we were told by your own employee & phone rep. **** story has changed to demand 2 techs which is obsurd. To be honest your tech/sissy can stand on the ground & I will happily climb the tower myself & connect whatever needs to be connected to the tower. 

  
  

  **** rep also said per the last conversation that IF we would sign a 2 year contract , your 2 techs would come & it would be $100.00 total 

  I advised her because of the run around I wouldnt be forced to sign a 2 year contract. 

  I can see why you have so many complaints for the faulty business tactics you people pull on customers.

  
  

  I can go elsewhere for internet service. I dont HAVE TO USE NEXTLINK & I definitely wouldnt recommend this company to anybody. This company is not trustworthy, doesnt stand behind what the customers told & doesnt have customer service worth a flip.

  This is shady & NEXTLINK KNOWS IT.

  
  

  Regards,

  Mark & *******************************;

  214)226-9616

  

  
  

  

  
  

  
  

  
  
  Regards,
  
  Mark & *******************************;

• Initial Complaint

  Date:08/17/2022

  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.

  Ive experienced many long term issues with NextLink Internet Service. On 7/10/22 I contacted NextLink (Ticket #*******) advising them that there internet service to my home was not functional. NextLink was unable to send anyone to try to fix the issue until July 27, 2022. On July 12th I was sent a confirmation email stating Your upcoming appointment with Nextlink has been scheduled for July 27, 2022. We will arrive at ****************. between 8:00am 12:00pm CDT." I arranged my schedule to be home on this date at this time and NO ONE showed up. On July 27, 2022 I sent an email to Nextlink billing indicating that no one showed up at the designated time and because of this I advised them that I wanted to cancel their service effective immediately. They said they could not cancel service until I answered some of their questions which I did. I advised them that a refund was due me since I paid for an entire month ($55.27) and only received service for a little over a week. They have refused all refunds. They chose to delay pickup of their equipment until August 31st. On August 2, 2022, I received an email stating Your upcoming appointment with Nexlnk has been scheduled for August 31st, 2022. Well arrive at ****************. between 1:00pm 5:00pm CDT" On August 16, 2022 I received an email stating Just confirming that your upcoming appointment with Nextlink has been canceled. It was scheduled for August 31st, 2022 at ****************. between 1:00pm-5:00pm. On 8/17/2022 I called Nextlink to ask why the appointment has been canceled. Tech Support could not provide any reason as to why the appointment was cancelled. He said I needed call back to talk to someone in billing as he was unable to connect me with that department. Nextlink has billed me for August even though I cancelled service on 7/27/2022 and they refuse to provide me with any refund for weeks when their serviced was down and not functional and now won't pick up their equipment.

  

  Business Response

  Date: 08/23/2022

  Please see the attachment for our response. 

• Initial Complaint

  Date:08/10/2022

  Type:Order 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 is my second complaint against NextLink, who settled the previous BBB complaint but for the past 4 months have not honored the terms of that agreement.Our internet service at our home that we have been paying for for nearly 18 months is unreliable and is almost never at the speeds we pay for. Our first complaint was 10 months ago and in November, 2021, NextLink agreed to waive all costs moving forward until the reliability issue was resolved. In May, a credit we were receiving from the government equal to 50% of our **** lapsed. NextLink is charging me that 50% of the ****. I have asked on at least a half dozen occasions if they are going to continue to honor their agreement until the issue is resolved and I keep getting a "We have sent your inquiry to the business office" without a real answer.Right now, a random Tuesday night, my internet speed is less than 1/3 what I pay for, and we aren't gaming or streaming video right now. This is a constant problem. Before answering my question about whether they are going to honor their previous commitment to the BBB they wanted to send a tech out to 'make sure we have the best possible tower' for our location (we do). They are unable to provide the service I am paying a lot of money for. Even at half the 'retail' price this is way too much money. We both work at home and *need* reliable internet and we do not have it. Thank you!

  

  Business Response

  Date: 08/18/2022

  Please see the attachment for our response.

  Customer Answer

  Date: 08/21/2022

  Complaint: 17696489
  
  I am rejecting this response because: If they were not able to honor their 100% discount agreement from last year, they should have just answered me instead of delaying response and never giving me a final answer. I will look for a new provider but I cannot promise that that will be possible within 30 days. We are rural and options for internet are very limited. The "offer" to release me without ETF is not really an offer at all as we have never been under contract. 

  
  

  I don't feel like it was unreasonable to ask them to honor their agreement from last year as they have not fixed the issue as promised. From their repsonse: "Nextlink Internet does not offer discounts for free services without a finite end date as Nextlink Internet is a for-profit business"  - of course, but they haven't fixed the issue yet - that's not our fault. The "Saturation issue" is not fixed. Many, many people in my subdivision are using Nextlink and they are all having the same issue. If they would have just replied to my repeated emails requesting an update I wouldn't have involved the BBB again. Even though there is dramatic network saturation, I still see them installing new customers in my subdivision.

  
  

  I will stop asking that they honor their own proposed agreement, but would request that they give us more time to find a new ISP. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/28/2022

  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.

  Internet has been out since 7/25, /726, 7/27, 7/28 and a few previous dates that did not note that lasted about 2-4 hours. As I have mentioned when you can get someone on the phone, we work from home! I am about to lose my job. This week 7/25-7/28-after a good ***** minute hold time, we have been hung up on, PROMISED a call back, and only once did I receive a call back. Finally someone gave me a ticket # *******, again it is now July 28th and no call back. **** even offered to send a letter to my employer stating the internet was down but then his line disconnected and we did not get a call back. We have been told multiple times that there are outages, but this is not true. SEVERAL neighbors have their NextLink ink on-the only way I can get online is using my neighbors hotspot. and that is very limited. I never thought I would say this but I should have stayed with **** -only two things and I mean both nee to happen #1 TURN my internet back on, send a rep (today) not two weeks out #2 we want this entire **** credited -and if you cannot turn on internet back on, we want out of this plan with ZERO fees. At this point you have not held you end of the barging and we are paying for NOTHING

  

  Business Response

  Date: 08/05/2022

  Please see the attachment for our response.