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:06/09/2025

  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.

  Our bill is due by the 25th of the month & is paid before the service is received. When first bill came due, i was sent text msg about pmt due, i called & asked for mailing address to send ck & was informed i had to pay by phone or put in their dropbox. I chose dropbox as my phone has been hacked & ive been advised not to use in buying or paying bills. I put pmt in dropbox between 19th-24th of month. They send text when they process pmt which is 1-6 days after its put in box. March pmt was made on 23rd & not processed until 28th so they charged $15. Late charge even though it was made 2 days early, i called & was told the lc would be removed & credit would show on next bill. When april bill came it had not been removed & there was another $15 lc on acct. I called again & was told they were not removing because pmt was late because i do not get credit for pmt until they process it. When june bill came i paid in advance for the service & this month they add another $25 charge for what i dont know so acct now has a total of $55 over & above what bill should be. They cashed my ck which paid for services through 6-25-25 but they cut my services off on 6-3-25 for 3 days, turned back on friday night 6-6-25 & cut back off on 6-9-25. The only proof i have that i make payments before due date is pictures i take of dropbox on day i put pmt in it. I have always made my payments before due date except in dec which i paid on 25th due date & there was no problem. Suddenly in march they only give you credit when pmt is processed, not whem made therefore it will always show late & they can extorte extra $$ out of customers. I have two granchildren that live with me, one of which is trying to complete college courses online. I live in fixed income & dont have extra $$ laying around to pay some company for not doing their job in a timely manor. Is this even legal?

  Business Response

  Date: 06/09/2025

  resolved customer contacted 

  Customer Answer

  Date: 06/11/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I’m requesting this case be closed with the understanding that Point Broadband admitted their mistake, removed the related fees & restored service. I am very thankful for the swift & courteous action taken by them & hope to have them as my service provider for many more years! Regards, ***** *******

• Initial Complaint

  Date:04/27/2025

  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.

  On March 3, 2025, I requested business service disconnection, as you did not honor ****** Digital's agreement for 4-hour technician dispatch/service restoration. Since Point Broadband acquired ****** Digital, I've had extended outages lasting days/weeks without billing adjustments. During the March 3rd call, the representative offered, and I accepted, a switch to residential service. On March 4, 2025, the new pricing/service was confirmed, and I authorized business service disconnection for residential service provisioning. The representative stated that she submitted an electronic request to the Business Services Group, as she could not disconnect the service directly. I was informed that the business service would be disconnected within a few days, and that I would receive a pro-rated March bill. The business service was never disconnected, and I received no communication from the Business Services Group. In April, I inquired about the business service disconnection and new residential service. The representative acknowledged the account notes but could not explain the active business account. She indicated another request to the Business Services Group would be submitted, and that I would receive a call back. As of April 27, 2025, my business account is active and being billed, despite no service usage since January 2025. I called again today, April 27, 2025, and was told that my message would be relayed for a callback tomorrow. I request the following: Credit my account for March and April 2025, as the business service was not used. Provide a pro-rated bill for the first week of March only. Remove all late fees and associated charges. Upon account correction and payment of the outstanding balance, proceed with provisioning my residential service, as agreed in early March. I expect prompt resolution. Sincerely, ******* Collins Account Number: *********

  Business Response

  Date: 05/07/2025

  We attempted contact with customer on 5/7 no answer, we sent an email to him as well advising we have taken care of the balance in full and he owes $0.00 due to the frustration. 

  Customer Answer

  Date: 05/08/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. As the business has already performed this action consider this complaint resolved. Regards, ******* *******

• Initial Complaint

  Date:09/10/2024

  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.

  Point broadband ran fiber internet in my neighborhood in the summer of 2021. We were told we would have service shortly and Point broadband even said it was now available for hook up at my residence. The neighborhood was excited as we can’t get any other service in our area. No satellite internet or even cell phone service is available. I set my plan up and was told I would be contacted shortly for an installation date. It has now been 3 years since lines have been ran and every time I email I hear nothing back and when I call I’m told the same story “it will be available soon, we can’t give you any updates.” It’s extremely frustrating because a lot of the kids in the neighborhood (mine included) are homeschooled and need a reliable internet instead of having to pack up everyday and go to a family members or friends house just to get school work finished for the day. I get sometimes things like this take a while to get 100% accomplished but 3 years?? I have a feeling point broadband isn’t telling us something and just keep leading us on with false hope that this internet will become available.

  Business Response

  Date: 09/11/2024

  Response to BBB ComplaintRe. BBB CASE#: ********Date of Receipt of Complaint: 9/10/2024Date of Response to Complaint: 9/11/2024Consumer’s Name and Address:***** ******** ****** ****** ** ******** ** *****Point BroadbandPoint Broadband is a broadband provider offering fast and reliable internet, and phone to residential and business customers in rural and suburban America.  Complainant’s Issue: Point broadband ran fiber internet in my neighborhood in the summer of 2021. We were told we would have service shortly and Point broadband even said it was now available for hook up at my residence. The neighborhood was excited as we can’t get any other service in our area. No satellite internet or even cell phone service is available. I set my plan up and was told I would be contacted shortly for an installation date. It has now been 3 years since lines have been ran and every time I email I hear nothing back and when I call I’m told the same story “it will be available soon, we can’t give you any updates.” It’s extremely frustrating because a lot of the kids in the neighborhood (mine included) are homeschooled and need a reliable internet instead of having to pack up everyday and go to a family members or friends house just to get school work finished for the day. I get sometimes things like this take a while to get 100% accomplished but 3 years?? I have a feeling point broadband isn’t telling us something and just keep leading us on with false hope that this internet will become available.Point Broadbands Response: We heard the frustration felt by customers in your area with the delay in Point Broadband availability. We know that it's been a long time coming for this area to get fiber. We have checked with our Engineering Team and we are at a standstill due to obtaining permits. We are working daily with the local entities to make sure we have everything covered. As of now, we are looking at having this area completed in our 2025 projects. Thank you for your continued patience and understanding. We look forward to serving you and your neighbors in 2025. 

  Customer Answer

  Date: 09/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

• Initial Complaint

  Date:11/16/2023

  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.

  On September 28, 2023, Point Broadband cut off my service. I paid my outstanding balance online and intended to terminate my service but there was no provision to do so online. So I called their customer service number and terminated my service. Since that time I have been billed a reconnect fee, late fee, and service for October. I contacted the local office and was assured that it would be taken care of. When it was not taken care of I called the customer service number again. Again, I was told that it was taken care of. Recently, I received my bill for the month of November. They are saying that I owe $137.26 for October and $78.27 for November.

  Business Response

  Date: 11/16/2023

  After reviewing Mr. ******** account, the account reflects that the service was ended on 9/28/2023. The final invoice printed does show there is $0.00 amount due on the account and was sent to Mr. ******** email we have on file on 11/16/2023. We apologize for the any confusion and appreciate your patience. 

  Customer Answer

  Date: 11/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  Date:11/03/2023

  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.

  Point broadband wants me to pay 13k to get internet to my home. When I called to see if they would run fiber to my home they said we didn’t have enough homes to make a profit to run the fiber. We have 8 homes on a street that is a mile long. My home is literally 1800 feet away from the fiber that they ran. I spoke to the mangers they said they would let me know if he could get it done. After a few months of no calls or emails I tried speaking to him and everytime I got his voice mail never returned a call. I tried to speak with his manager and didn’t get a call back from him. After speaking to a regular customer service person he was nice enough to tell me sorry it looks like they wont run fiber and we have a cost of 13k to run unfortunately. But yet I know that the government is giving grants out to these internet companies to run internet to rural areas. My wife and among two other people that live on the same road work from home. I would love to speak to someone that is in the higher up.

  Business Response

  Date: 11/09/2023

  The local GM has been in contact with Mr. ******** and will continue to communicate options regarding getting service to the home. We appreciate your patience. 

• Initial Complaint

  Date:10/10/2023

  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 installed for Phone and Internet Services on September 19, 2023 and from day one I have not had a working phone number. The tech whom installed my service (to which I had to run the line for him into my home ...) said the number was not assigned to me and that someone was working on it, to which he asked for me cell number and said he would get back to me, he never did. I called the same day (that evening) to which I was unable to get anyone (hold for over 2 hours). I tried several times over the month with the same result and even sent a couple of emails. I finally got someone last week on advanced support, who claimed to found the issue and said he was sending an email to get it fixed and he would call me back in a day or 2 to let me know it was fixed and to test. I still have not heard anything and its running on a week now .. My internet service every evening and lasting all night (even till 3-4 am) will drop from 960Mbit to around 0.1-0.4Mbit and many times will go out completely. I mentioned this as well and it was basically rolled under the carpet as "oh, your on an area where we have an ongoing issue" - This is unacceptable, I was my phone service removed and my bill adjusted to reflect not having phone service from day one but cannot get even that done despite sending email, ** messages, and even the phone calls. They were glad to send me my first bill only a week after install for $117 though, amazingly fast their billing system works compared to everything else.

  Business Response

  Date: 10/17/2023

  Mr. ******, Thank you for your feedback. We would like to assure you, your concerns are being addressed. There had been a Network Issue in ******** and surrounding areas we have been working diligently to resolve. We have completed several maintenances to rectify the issue and you should begin seeing improvement. We did confirm your phone services have been removed going forward and a real time credit was applied 10/10/2023 for the charge for the month of September. We apologize for this clerical issue on our part with the number assignment. Please let us know if we can be of any further assistance and we appreciate you being a Point Broadband customer. 

  Customer Answer

  Date: 10/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  Date:10/02/2023

  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 received a phone call from Point Broadband on Monday, July 31st, 2023 after a door to door solicitor added my name to his "potential" customers list. I told the representative that I am not interested in Point Broadband service and that I will stay with my current provider. On August 1st, 2023 I received notification that my in home camera for my dogs was offline and being that it was lunch time I went home to check on things. That's when i noticed that my yard had been torn up and rutted. They had disconnected my current internet service and ran a half buried wire to my outside box then rolled up the excess wire and hung it on my meter box. I called and waited for over 45 minutes before I emailed ******* ******** who finally took my call. I had to pay $50 in order to have my current internet provider turn my service back on. I sent Point Broadband the bill and spoke to ********* who said he turned it over to his accounts payable and that it may take a month to receive my refund. It's been two months and I still haven't received my refund check. In addition to this I have to spend more money to repair my yard from the ruts they left and the wire was still visible on top of the ground.

  Business Response

  Date: 10/05/2023

  Point Broadband apologizes for the inconvenience we caused. I have checked with the Field Supervisors in your market, and they have assured me a refund has been processed. Again, we apologize for the inconvenience and if you have any further questions, please let us know. Thank you.

• Initial Complaint

  Date:09/26/2023

  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.

  I started an order for internet service with Point Broadband on 7-16-2023. There was some issues with a previous customer that held up my order being installed until 8-23-2023. When I ordered internet service at my house on 7-16-2023 I was quoted the price of $35.95 per month with a $5 auto pay opt out fee. I had my service installed and got a bill stating my monthly bill was $69.00. On 8-28-2023 I requested my service be transferred to my new address. I was without service from 8-29-2023 thru 9-8-2023. I Point Broadband ** * **** *** ******** ** *****  If you have any questions or concerns, please contact the BBB assigned to your complaint: BBB in ******* ******** **** ********* ** ** ***** ******* ** ***** ***** ******** 9/26/23, 6:50 PM Page 1 of 3 requested that my service be prorated for that time period, which the company agreed to take 11 days off my bill. So Point Broadband informed me on 9-25- 2023 that my new bill owed was $43.70 after they prorated $25.30 off for the 11 days. On 9-25-2023 I also brought up to them the issues of being overcharged for my monthly bill. They ignored my complaint. My bill should have never been $69.00 to start with. It should have only been $44.95 a month. At which point the prorated amount for the 11 days should have taken $16.48 off my monthly bill of $44.95 leaving me $28.47 owed. Not the amount of $43.70 they still claimed I owed on 9-25-2023. It’s not right that Point Broadband is using a bait and switch approach to getting new customers. I was offered internet at $44.95 a month not $69.00 a month. I submitted a complaint previously, and I realized that I put the wrong business on it and made a mistake about my email address. I corrected this complaint. I apologize for the mistake on my end previously.

  Customer Answer

  Date: 09/29/2023

  I ment to choose ******* ** point broadband not **.

  Business Response

  Date: 10/05/2023

  Verified order note from 08/17/2023. ****** should have been placed on the Performance Plus Promo that would bill 39.95 1st year 59.95 2nd year and 70.95 3rd year, instead she was placed on the new Universal Performance Plus Plan for 69.00. Per sample bill for October showing plan was corrected and prorated. Customer was given credit real time for move from 08/29-09/09 -25.30. Upon review customer is still due credit for August and September for the difference in plan price that totals $58.10 per notes was promised the $15 late fee would be waived as well. Sent credit request to adjust. Balance left would total $69.60. Attempted to call customer back 2 times no answer so we left a message. 

• Initial Complaint

  Date:09/25/2023

  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.

  Point Broadband has installed cable in my subdivision/my property and really damaged my yard and has not repaired it properly. This is the most unprofessional company I've ever dealt with, it has taken me several weeks to find out who the company is, because there was not communication with the homeowners as is customary when a project like this is undertaken. The crew started digging in my yard on 9/18/23, partially completed then dug again on 9/20/23 where they dug 9-10 5 foot holes and left my bermuda sod laying on the sidewalk for 6 hours where it died while they completed digging several other yards before coming back and filling in the dirt and replacing the sod. They also installed an ugly green access box in the middle of my yard which is crooked and unlevel, with nothing but clay/mud around it, then didn't even try to replace the sod so that it would grow back. I called the company at ###-###-#### and left 2 messages on 9/19/23 and 9/20/23 and still have not received a call back. Point Broadband should pay a fine for not properly communicating with residents before they begin these large cable digging projects. I should also receive some type of compensation for the mess they have left in my yard that I will have to spend money on to repair, however my property will never be the same due to their carelessness.

  Business Response

  Date: 09/26/2023

  Submitted Via online BBB response boxResponse to BBB ComplaintRe: BBB CASE#: ********Date of Receipt of Complaint: 9/25/2023Date of Response to Complaint: 9/26/2023Complainant’s Name and Address: **** ********* ********** ******* ***** ******* ** *****Point BroadbandPoint Broadband is a broadband provider offering fast and reliable broadband services to residential and business customers in rural and suburban America. Complainant’s IssuePoint Broadband has installed cable in my subdivision/my property and really damaged my yard and has not repaired it properly. This is the most unprofessional company I've ever dealt with, it has taken me several weeks to find out who the company is, because there was no communication with the homeowners as is customary when a project like this is undertaken. The crew started digging in my yard on 9/18/23, partially completed then dug again on 9/20/23 where they dug 9-10 5-foot holes and left my Bermuda sod laying on the sidewalk for 6 hours where it died while they completed digging several other yards before coming back and filling in the dirt and replacing the sod. They also installed an ugly green access box in the middle of my yard which is crooked and unlevel, with nothing but clay/mud around it, then didn't even try to replace the sod so that it would grow back. I called the company at ###-###-#### and left 2 messages on 9/19/23 and 9/20/23 and still have not received a call back. Point Broadband should pay a fine for not properly communicating with residents before they begin these large cable digging projects. I should also receive some type of compensation for the mess they have left in my yard that I will have to spend money on to repair, however my property will never be the same due to their carelessness.Point Broadband’s ResponsePoint Broadband apologizes for the inconvenience we caused Mr. ******. Per our Construction Manager the damages have been fixed and he will be following up with Mr. ****** in a week to make sure he is happy with the outcome. 

  Customer Answer

  Date: 09/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ******

• Initial Complaint

  Date:09/21/2023

  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.

  I personally have point broadband as my internet service provider. I called Point Broadband to set up service for ******** ****** ****** in ******** **. I spoke with ****** ******* / customer service rep in business sales (###-###-####). ****** helped me with getting services started with point broadband for the church. I asked him prior to instillation that I would like to be included in the 100 promotion for myself and the church. ****** stated “no problem”. A 100 credit would be placed on account for church which is account number ********* and my personal account which is *********. Installation occurred on 8/8/23. I have contacted ****** several time via phone and email and the response I get is that management will place on the account. Last week, I emailed ****** and instructed that I have been very patient in this matter and would be contacting the BBB if I didn’t receive the credit to both accounts. Today, I reviewed accounts and no 100 credit for either account. I feel like I am getting the run around constantly, I would like to have the 100 dollars placed on account ********* and *********. Thank you,

  Business Response

  Date: 09/26/2023

  The 100.00 credits were added to both accounts on 8/17/2023. 

  Customer Answer

  Date: 10/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******