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:09/07/2023

  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.

  Internet been out for ages now. Get the same recording when waiting on hood that there are more than 10 customers ahead of me. Been getting that message for the past hour. Just hung up. Lost work day because point broadband can’t figure out what the issue is. Talked to 2 people and they only said they are unaware of a problem but they will email the technicians to set up an appointment. Haven’t heard anything. Plus charging an extra $5 for a paper statement and an extra $5 if you don’t have autopay set up? Disconnect notices sent when the bill has been paid and isn’t late. So many complaints right now. All I want is what was promised by them. So the service I am paying for actually works.

  Business Response

  Date: 09/14/2023

  Point Broadband did have an outage and was experiencing high call volumes due to the large number of customers that were affected and we apologize for the inconvenience. Our team pushed out a text message to the customers that were affected that stated: Point Alert: As a result of recent storms in the area, you may be experiencing an outage in service. Our technicians are working on it.  We apologize for the inconvenience and appreciate your patience. Thank You for being a Point Broadband customer! Text STOP to stop AlertsHopefully, we have no more outage events in your area and thank you for being a Point Broadband customer.  

  Customer Answer

  Date: 09/21/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed below.While they did send that txt message out, it wasn’t sent out until 2-3 days have already passed of the outage. Plus I am still expected to pay for a service that I was not receiving during that time? And actually be charged a higher amount because I do not have auto-pay set up? And also be charged a higher amount because I want/need a paper statement? So during a period when I had no service, I am being charged a higher amount than what was originally quoted? And then have extra charges added onto that because, due to financial hardship, I can’t guarantee a certain amount will be in my account to cover the charge? Which if I had set up auto-pay and did not have the funds in my account to cover whatever amount they decide to take out then I have to incur even more financial hardships from my financial institution? Regards, ****** ******

  Business Response

  Date: 09/26/2023

  Point Broadband has issued a onetime credit of 50.00 for the service outages you experienced. 

• Initial Complaint

  Date:09/07/2023

  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 found our internet service (Point Broadband) to be down very early on the morning (3:30am) of 6 Sep 2023. I called tech service and was told that there was a system-wide outage in my area of **********, **. This "outage" has persisted for going into day #2. The outage has stopped my small business operations, and all tv viewing of internet based info, as well as any internet based phone data. I called Point Broadband on several occasions, and have received different explanations. I was told issue was resolved then reoccurred, and teams were working again. On 7 Sep I called because the internet was still out, and was told that the system remained down. Around 7am, I called for another update, and was told that the repairs had been completed long ago, and that I must have an error, or done something wrong. I was told to reset my system, which I did, and had done numerous times. The internet remains down. The lady on the phone was condescending, and told me she would open a ticket, because I had a problem with my internet. I did not have a problem, before the wide-spread internet outage occurred, My wife is disabled, and bedridden. We have internet-based tv, which is her entertainment. I am a 100% disabled veteran, and conduct business/social operations on the internet. We do not have the internet service we were promised, and I am given different stories about what is wrong, if anything is wrong, whether or not repairs have or will be made, etc. I need my internet to be servicable.

  Business Response

  Date: 09/14/2023

  Point Broadband has had some outages in the past due to storms and power outages. We apologize for any inconvenience and will do our best to provide reliable services in the future. I have applied a onetime 25.00 credit for your service issues. Thank you for being a Pont Broadband customer. 

  Customer Answer

  Date: 09/15/2023

  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:09/06/2023

  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.

  Introductory rate was advertised for a lock-in of a year. After only a few months, it was adjusted to full cost with no explanation. I reached out to Point Broadband to explain my issue and asked for a price adjustment or I would find another ISP. They are currently offering a 3-year rate lock-in but given how they arbitrarily decided that it no longer applied to me, I would not believe them. Probably something in the very, very fine print discussing how they can do whatever they want with the price for whatever reason knowing how shady this company conducts business. They have yet to reply to my e-mail. For the last two days (date as today is 9/6/2023), my internet has been spotty, laggy and rubberbanding nonstop despite resets. I tried to log-in just to see the status of the connection to which you need your account log-in. WTF? I've never heard of such a shady, gatekeeping ISP. Everything they do seems to be behind closed doors to hide the lack of professionalism this company offers. I will not be recommending Point Broadband to anyone just to save them from the predatory and very sketchy way they do business.

  Business Response

  Date: 09/18/2023

  Point Broadband has you on the Gig special for 59.95 per month and 3 months free Point Smart home. There were some late fees and a payment processing fee on the bill that I have removed as a courtesy, so you now owe 54.95 on 9/25/2023. We did have some recent service issues in your area due to storms and we apologize for that inconvenience. If you are still experiencing issues, please let us know so we can address those immediately. Thank you for being a Point Broadband customer. 

• Initial Complaint

  Date:09/05/2023

  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 recently got internet with you all a few months ago and so far everything has been good until now. The internet always goes down at 8 pm and is extremely slow. I pay for the 1 GB package but when it is 8 pm I get 5mbps. The customer support line is impossible to get a hold of but when I did they suggested power cycling the modem and I did and it fixed my issue for maybe 5 minutes. This has been happening for almost a week now and I want to get a hold of someone to talk to about the issue but it feels impossible. I don't know what I'm paying for if the internet is unusable after 8 p.m. almost every day. Please contact me, or at least at the very minimum fix my service.

  Business Response

  Date: 09/06/2023

  Point Broadband apologizes for the service issues and will be reaching out to the customer immediately to schedule an appointment for a field technician to come onsite. A 25.00 credit has been applied to the account for the inconvenience and we thank you for your patience as we address the issue. Thank you for being a Point Broadband customer. 

  Customer Answer

  Date: 09/18/2023

  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:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Point Broadband for 3 years. Initially it was great. Over the past 1 1/2 year my service goes out and now, for the past 5 weeks, it is slower than a snail climbing Mount Everest. Their customner service phone never answers. They trick you into a "keeping your place and get a callback" and they NEVER call back. I have written them, via US Postal Service Postage Pre-paid, and via their designated email. No response ever. I am paying for high speed internet. Its slow. It drops. It is MUCH slower than it ever was eventhough I've paid to go to "faster speeds" two times. I want a refund, apology, and this fixed once and for all. THANK YOU BBB

  Business Response

  Date: 09/05/2023

  Point Broadband has experienced a few outages in this area over the last few months. We apologize for any and all inconveniences that we have caused. Technical support is reaching out to the customer and will schedule an onsite if all service issues aren't resolved. I have issued a credit for 49.95 for the service issues. 

  Customer Answer

  Date: 09/07/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. While I appreciate a $ 49 credit just within these last (5) five days the internet was down for over 3 1/2 hours and 50% of the time we can't watch tv without there being a problem streaming. It is supposed to be able to handle 3 iphones, 1 ipad, and 2 smart TV's but it doesn't. Today, being September 7 2023 the internet was down for over 45 minutes. No matter when you call customer service (oxymoron) it says "we are experiencing a higher number of calls". I did receive a voicemail message from someone at Point Broadband yesterday and I have tried EIGHT times since then and despite being on hold for an hour it disconnects.I want this problem fixed and to get the service that Point Broadband is paying me for to the tune of almost $80 per month. Thank you and IF./when they get the internet fixed then I will be happy. Until then I'm not  Regards, ******* ******** 

  Business Response

  Date: 09/14/2023

  Point Broadband will follow up and address any outstanding service issues since our outage. Thank you for being a Point Broadband customer. 

• Initial Complaint

  Date:08/21/2023

  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.

  I am a new customer of Point Broadband. It started with the installation that was put in my garage. Literally a few inches from the garage door. Equipment was placed on an old garage door opener that was on the wall. I had it relocated to the inside of the house because of the location and there was no signal in the house. I have only had the service a couple of weeks and now it has been out for 7 days. I call every day and ask when will the issue be resolved only to be told it will be taken care of the next day. I was told over the weekend it would be resolved today. Today I was told there are no technicians available to fix it. I want the internet service that I was promised and not just the run around

  Business Response

  Date: 08/22/2023

  Point Broadband apologizes for all your service issues. There has been a 20.00 credit applied to your account and we have confirmed with you that all service issues are resolved. Thank you for being a Point Broadband customer. 

• Initial Complaint

  Date:08/21/2023

  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.

  My internet and tv service went out last Wednesday, August 16, 2023. I have called them every day since then (today is Monday, August 21, 2023). I spoke with a lady Friday that said she would email the technical support team and they would call me back that same day. I have not heard a word from anybody. I tried to call back again today and the recording said there was “at least “ 10 people ahead of me so I left a call back number.. I just want a technician to come and fix my internet service. I’ve tried for 5 days and haven’t even been able to schedule an appointment! The account number is *********.

  Business Response

  Date: 08/22/2023

  Point Broadband apologizes for the negative experience you have encountered with your internet issue. There is an onsite scheduled for today 8/22/2023 for a technician to repair your internet connection. We have also applied a 30.00 credit to your account for your inconvenience. 

  Customer Answer

  Date: 08/22/2023

  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:08/10/2023

  Type:Product 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 recently merged with *** ********* in parts of Northern *******. Since this has happened our service has been horrible. We do not go one single day without an outage for hours at a time. We even have been without service for days at a time. They blame it on storms, your router, the placement of the dish outside, etc. But even correcting any of those issues there is still outages. Im not trying to cause problems I just want what I pay for. My son relies on our internet for college courses he takes from home. Im really stressed that this is going to be a huge problem in a couple of weeks when he starts back. Again....I just want the service I pay for. Nothing more, nothing less.

  Business Response

  Date: 08/31/2023

  Point Broadband apologizes for all the inconveniences we have caused due to the outages. We have experienced some power related issues and some equipment issues with our core infrastructure. In the future we hope to be able to provide you with the reliable service our customers deserve. Thank you for being a Point Broadband customer. 

  Customer Answer

  Date: 09/07/2023

  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:08/07/2023

  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.

  To sum up the issue my internet disconnects for short periods of time throughout the day. I have experienced the issue without my router, with my router, with an older router. It is always present. This excludes my equipment from being the issue. The real reason for this complaint is that point-broadband has grossly mishandled my complaints and request for help. All online form request goes unanswered. My first call to customer support for the current ticket was Jul 10th, the resolution of that call was the issue is with my equipment. After calling again after purchasing new equipment (out of my own pocket) and still having the issue I called again to find my ticket closed. The tech on the phone re-opened my ticket and scheduled a tech to come to my house on Jul 31st, the tech was polite and professional on site and informed me it was not anything he could fix and called a support line for techs only. After waiting on hold the tech on the phone informed the tech on site the issue was related to me not using a POE injector that they provided. My home equipment has the ability to provide power to their router on its own and didn't cost $5. A POE injector does not restrict data flow it adds power to the Ethernet line to be supplied to a device that can handle POE power. The tech on the phone then ended the call and the onsite tech left because they were going to monitor my service... I called as soon as the tech left on the 31st as my problem was not resolved and nobody seemed to be doing anything to fix the issue. My call ended with a tech asking me to send in reports from that day because he reset a switch in their network. I sent reports in that afternoon as asked. I didn't receive a response from the tech who took my phone number and had to call back again. Now I have a tech on the way again. I hope it does not go like last time. The way requests for support are being handled needs fixed. If someone would just look at this info I bet this issue would be solved.

  Business Response

  Date: 08/07/2023

  Point Broadband has scheduled an onsite to address all the service issues for Mr. *********.  The date is set for 8/8/2023. 

  Customer Answer

  Date: 08/07/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Point-Broadband has ignored the majority of the complain. I have spent money on my end to resolve their issue not to mention the hours of being on hold to hound them about fixing the issue. Every email ever sent has been ignored. I already mentioned in my original message a tech was scheduled for tomorrow. Last time a tech came he told me the issue was not in my house. The network team he called refused to look at it over a ** issue. Someone needs to look into this and get it fixed. I also expect some sort of reply to the ******* handling on my customer service request today and the ones of the past. Regards, ******** ********* 

• Initial Complaint

  Date:07/13/2023

  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.

  Internet constantly going down for 24+ hours at a time.. very spotty and unreliable service. I can never get in touch with anyone on the phone. The time i did get ahold of someone, they schedule an appointment for someone to check the internet a week away, while the internet is down... terrible "internet service" what they actually provide customers is bills and headaches. They do not offer actual internet service.

  Business Response

  Date: 07/19/2023

  Point Broadband has experienced some recent outages in Mr. ******* area due to server issues. We apologize for any inconvenience this may have caused and we have issued a 20.00 onetime credit to your account. If Mr. ***** experiences any other issues, he may call our technical support group for assistance 24/7.