Complaints

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:05/23/2025

  Type:Sales and Advertising 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.

  Door-to-door salespeople do not respect local municipal code prohibiting contact on residences with "No Soliciting" signs posted.

  Business Response

  Date: 05/27/2025

  We apologize for any inconvenience you experienced. We train our sales rep to not contact any home with with a "no solicitor" sign and we reminded the sales reps who have been in your area of this. We also placed you address on a do not contact list to avoid any future encounters. 

• Initial Complaint

  Date:04/03/2025

  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.

  Overall, I am 1000% Satisfied with what We Link provides for the price. However, I am moving to an address that they are not and have no plans to have service in that area per the planning and really do not want to switch to back ***. I really wish We Link would help me keep my service and make it available to me where I am moving as it is available a few blocks away. By expanding to this area would be a win-win for both myself and we link as it would retain my business as well as open the door to others in the area which could make more profit for we link. Address I am moving from ******************************** Address that I am moving to is *************************************************** Service is available nearby at ********************************************** at my In-laws house. On another note I have been in contact with my Sales *** which is how I got this info. However, I also reached out to find out to see if I need to return my equipment upon closing my account with ******************** due to the lack of options available in that neighborhood and only *** or ********* to choose from.

  Business Response

  Date: 04/14/2025

  We are pleased that youve had such a great experience with WeLink and desire to stay with us. Weve looked at our growth plans and cannot serve your new address now or in the new future. We will keep you contact information and let you know when we are able to service your new address. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23154026
  
  I am rejecting this response because lack of explanation why there is not a plan to do so
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/25/2025

  We appreciate your desire for continued service. Planning our networks using fixed wireless internet is a very nuanced effort. Unfortunately, our current plans do not include growing in that area you are moving to in the foreseeable future. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23154026
  
  I am rejecting this response because: 

  Ok can I get a detailed explanation. Not a fan of these one sentence answers. 
  

  I am beginning to feel I was never valued as a customer. Nor is my business wanted to begin with how this is being handled. I dont understand how its not as you guys serve ********* the address is in *********. I mean too me this smells of false advertising since you dont service all Vegas

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:12/11/2024

  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.

  On December 11, 2024 at around 2pm PT, a man rang the doorbell of my residence in North Las Vegas. I opened the door, and the man identified himself as a representative of WeLink. He was wearing clothing and a badge or ID that so identified him, and he was carrying propaganda or advertising materials for the same company. So he's a door-to-door internet salesperson for WeLink. He offered me a piece of advertising material, when I immediately pointed to the prominent "NO SOLICITING" sign I have on my front door that was right in front of his face, and I told him we do not want contact with solicitors. He said it's not a big deal and he's just trying to get us a good deal on services. I told him that doesn't matter and that it's illegal for him to knock on doors that have a "no soliciting" sign. He said his company frequently offers services to such people, blatantly admitting that the company has a tacit if not active policy to completely ignore the law regarding solicitor signage. Despite me telling him we have the sign and that it's illegal for him to solicit at our home and that we don't want solicitors, he continued offering the advertising material three additional times and kept saying he's just trying to get us a good deal. Based on this interaction, WeLink has violated North Las Vegas Code of Ordinances 5.48.160 and has likely violated it hundreds of times each day. And unfortunately, the law has no teeth so they will continue to violate it. The only penalty is a fine up to $300 because no judge is actually going to use the "jail time" option that the law offers, and that's if it's ever even proven. So instead of seeking remediation through the courts and wasting my time, I'm filing this report through the BBB. Property owners should not have to endure aggressive and disrespectful door-to-door salespeople who disregard the law. Are my property rights going to be respected, or not?

  Business Response

  Date: 12/18/2024

  ***** -
  Thank
  you for bringing this matter to our attention. We deeply regret that your
  interaction with one of our representatives left you feeling frustrated and
  that your property rights were not respected. At WeLink, we value our community
  relationships and strive to ensure all customer interactions are positive and
  respectful.
  
  We understand the importance of adhering to "no soliciting" signage
  and local ordinances. While we aim to train our representatives to follow all
  applicable laws and respect individual preferences, we recognize that this
  instance fell short of our standards. We sincerely apologize for any
  inconvenience caused by this experience.
  
  To address this issue, we are taking the following steps:
  Policy Review: We are
  reinforcing our commitment to respecting "no soliciting" signs
  and ensuring that this guideline is consistently followed.
  Training Updates: Our
  representatives will receive enhanced training to emphasize compliance
  with local regulations and to respect non-solicitation signage at all
  times.
  Compensation: Our customer support team will be reaching out to you at the email provided to directly address your request for compensation. 

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business has apologized for the incident.  I appreciate that.  The business has stated it will take certain actions to prevent recurrence of the issue in the future.  I appreciate that.  Unfortunately, I cannot verify if that ever happens, but hopefully they will do it.  The business has also stated they will follow up with me personally to address my request for compensation.  Because I have a very short deadline (7 days) during a busy holiday season to either accept or reject the business' response, and because of the uncertainty of any resolution via email, for now I am rejecting this response.  If and when we come to a mutual agreement regarding compensation, I am willing to revise this to accept the response and close the matter.

  In further investigating this issue, there are two criminal causes of action that arise based upon the WeLink employee's conduct, both of which permit the criminal prosecution of WeLink via "respondeat superior" as the violations occurred within the scope and course of employment, and both of which I am willing to pursue with the DA's office in the event we are not able to come to an agreement regarding compensation.  The first, as mentioned, is the violation of North Las Vegas Municipal Code 5.48.160, the penalty for which is laid out at 5.48.170 and may be up to $300 and/or up to 6 months in jail.  The second is the violation of N.R.S. § 207.200 for unlawful trespass upon land, which is considered a misdemeanor and which may be punished as an entirely separate cause of action with another fine of up to $1,000 and up to another 6 months in jail.  In the case of trespass upon land, there are two methods: (1) going upon the land of another to commit an unlawful act or to vex the owner, or (2) remaining upon the land after having been warned by the owner not to trespass.  In this case, both violations occurred.  I have signage on my property that is visible from the street and which the WeLink employee could have and should have seen, and therefore his entry to ring my doorbell was an intentional unlawful act.  Even if he hadn't seen the signage from the street, as soon as he saw it when he was at the door, he should have immediately left the property instead of ringing my doorbell.  Finally, even if he was unaware of the signage or the law, once he and I had our conversation and I asked him to leave, his refusal to leave and his relentless insistance on offering the business' services and advertising material were blatant criminal acts as he "remained" upon the land when it was clear he was trespassing.

  In addition to these criminal causes of action, I have civil remedies such as a civil cause of action for trespassing, the monetary judgment for which may be in excess of $10,000 especially if the court awards punitive damages after finding the business knowingly and intentionally encouraged this conduct and/or had a systematic policy of ignoring signage; as well as any other civil causes of action that may be investigated in the future.

  In light of the above, I request prompt resolution of the matter via a mutual agreement for compensation.  I am willing to sign a release of claims and liability upon receipt of such compensation for the multiple violations of my legal rights.

  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/16/2024

  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 have gone through non stop issues with WeLink from outages to service interruptions and now WeLink is throttling my internet service and I reached out on 10/15/2024 and chatted with ********** Not only did they not help, the acknowledged that the service was being capped which is throttling and they stated that everything they did should have worked but yet they have to send another technician within the past couple of months, I then proceeded to hold them accountable and to come the next day and ********* ended the chat on me without saying anything and no follow up which shows unethical business practices.

  Business Response

  Date: 10/23/2024

  WeLink apologizes for any inconvenience that the customer experienced. ********************** took several actions to resolve the customers concerns on the same day the customer report his experience to the ********************. We trouble shot the slow speeds with the customer, resolved the speed issue, and have continued to reach out to the customer to ensure the speeds are being met. The customer representative with whom the customer had an unsatisfactory experience will receive additional training. WeLink did not cap or throttle this customers speed. We only cap or throttle speeds so the speeds do not exceed the speed the customer signed up for, which was not the case for this customer. 

• Initial Complaint

  Date:05/30/2024

  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.

  Welink has been in my area for many years and promised to be in my neighborhood soon, but soon has been many years now. As far as Im concerned soon has been a false advertising strategy

  Business Response

  Date: 06/11/2024

  WeLink wishes it could offer our fantastic services in all places.Unfortunately, our reach is limited, and we continually expand our network. We are looking at growing in this persons area but do not have an ETA on when we could provide service in this area. 

• Initial Complaint

  Date:11/28/2023

  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 was a customer and cancelled my service due to outages to prevent havin to reprogram my home networks and smart home I asked if I can buy the routers and they said of course and charged me $200 for h equipment. Since then I have had to call in three times to get my network reconnected since they keep resetting my routers remotely and turning them of which in turn locks me out of my house. I have been assured multiple times this won’t happen again and here I am siting on hold again tonight for the second time trying to get my home network turn back on. This is ridiculous considering I paid for he equipment and hey should not be allowed to shut of something I own and paid for. I want a full refund and for someone to come get your equipment out of my house and I will never be a customer again as this is horrible custom service an complete unacceptable considering I own his equipment and by should have no access to my equipment or home network.

  Business Response

  Date: 11/29/2023

  WeLink strives to help every customer. We are disappointed when expectations are not met. We worked with this customer and came to a mutual resolution of providing the customer a refund. 

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have still not received my refund as of today which has been par in dealing with this company. Empty promises and false expectations.  They took my info and said they processed it but still hasn’t posted and I have never received any confirmation the refund was actually sent to my bank.  Until I physically receive my refund I’m not settling this claim. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 12/06/2023

  We posted the refund on November 28, 2023. However, our third party processer advised that it takes up to 10 days for the refund to be posted to Mr. ***** credit card. We regret the delay. This is done through a third-party and all of us are subject to how long that takes. We've asked Mr. ***** to let us know when funds are received. 

  Customer Answer

  Date: 12/07/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/26/2023

  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.

  Over the past 2 months my internet has been down 2x that lasted over 48hrs. Once over 24hrs and since the last time it went down for four days now, its been showing no internet constantly. My son does online schooling and has missed multiple classes and school work and his grades are getting affected due to the unreliability of Welink. My first contract with the first agent in 2021 was for $65 a month but after over a year of waiting, another agent came stating it went up to $70 and that they are finally about to set the internet up. Even with the change in price after a year of waiting after the first time I spoke to the welink rep, I still decided to give it a shot but this is absolutely unacceptable.I have sent an email to discontinue my services 2 days ago and did not receive any response. Terminate my services as clearly Welink cannot even keep up their end of the contract. Firstly, the first contract was for $65 then over a year later was asked to sign a new contract for $70 instead which I was fine with as long as it was RELIABLE. Then, the contract stated fast and reliable internet. Speeds thru ethernet cable directly to the modem only peaked at 423mbps after multiple tests at different hours of the day. At average it only reached 350mbps which is half what was stated in the contract. As for reliability, well as I have already made clear, being disconnected multiple times a day and losing internet for over 24-48hrs is simply unacceptable. I expect cancellation of their services without being penalized for early termination as it is Welink that cannot keep up with their promises of reliability.

  Business Response

  Date: 09/26/2023

  To whom it may concern,
  

  We appreciate the time the customer has taken to bring these issues to our attention. We have since resolved our long wait times for installation of services for this area. We apologize for any downtime or slow speeds this customer experienced, we are dedicated to getting issues resolved as quickly as possible. At this time, we have followed through with the customers request to have their services terminated and waived the early termination fee. We are happy to answer any questions or discuss any further concerns.
  

  Thank you

• Initial Complaint

  Date:04/03/2023

  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.

  Welink Failed to fix a connectivity issue saud they called and never dd. Discriminated against me for being disabled and then canceled my service and refused to connect me to a supervisor when I asked. They are liars and cost me thousands of dollars by shutting down my internet illegally forcing my online sales to be halted

  Business Response

  Date: 04/28/2023

  April 28, 2023
  

  I write on behalf of WeLink *************** **** We are in receipt of your email dated April 13, 2023 regarding a consumer complaint made by ******************* to the BBB. Thank you for this opportunity to respond to our customers complaint. 
  On April 3, 2023, a customer service team member spoke with the customer regarding an internet outage that was affecting the customers service. Prior to this time the customer never complained about our service. In response and on the same day, WeLink sent a technician to address the service interruption. Unfortunately, ************** could not resolve the issue at that visit.  The customer made repeated calls that day regarding the outage. WeLink continued to address the outage by running through diagnostic testing with the customer and having supervisors talk with the customer.

  During these conversations, the customer began to issue threats of violence to WeLink equipment and acted aggressively towards our staff. The safety and protection of WeLink staff and equipment is of the utmost importance. Accordingly, WeLink decided to terminate the customers service on that day rather than risk the safety of our team by sending another technician that day.  As requested by the customer and with the customers permission, WeLink subsequently removed all equipment from the customers property.  Although we wish for a different outcome, WeLink stands by its decision to terminate the customers service for the safety of our team.
  

  Sincerely,

  WeLink *************** ****