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:07/11/2023

  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 am filing a complaint against our Internet provider Point Broadband. I have been without Internet service since June 22. My husband and I have sent several emails and phone calls to have our service restored. The first time we reported the issue was on June 24th. They claimed that there was an outage in the area but gave us an appointment for a technician to come out and look on June 28. The technician came that day said that it affected multiple people and they could fix it fast. They claimed to have checked the equipment and it was good. The tech fixed it and we had internet for about 9 hours before it cut out again he said it was something about a line down and they fixed it but the fibers weren't programmed right or something to that effect. My husband sent an email on the 29th of which he never heard back from point. I called them on June 29th to report the issue again. They gave me another date for a technician to come out on July 5th. The technician came out and said that our power strip was not turned on, he did something outside where our connection is and something inside where the box is and asked me to check for internet connection. I checked and it worked but stopped 5 minutes after he left. When he was there, he did claim that the pole that holds the box and wires up on the side of the house had fallen and needed to be put back up but that he did not have a ladder tall enough to reach this area. He said that we were scheduled to have someone come out on the 10th of July and that they would fix it when they came out on the 10th. It is almost the 12th and they did not show up. Each time that we contact customer service they make it seem like there is nothing showing that there are any problems. I called again today and they have told me that the soonest they can make it out to check again is on July 17th. We have been without service for almost a month. I just want them to fix my internet. My account number is **********

  Business Response

  Date: 07/19/2023

  Point Broadband apologizes for any inconvenience M<s ****** experienced due to your data services being down. After reviewing Ms. ******** account, she did have two separate onsites and two different issues. It seems both of those have been corrected and we credited her account for the 20 days she was without services. 

  Customer Answer

  Date: 07/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and this complaint has been resolved.  The business performed the action, and this complaint is resolved. Regards, ****** ******

• Initial Complaint

  Date:07/10/2023

  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.

  In May ******* cut my cable. I called Broad Point and they temporarily place cable on ground and driveway. Cable has to be moved to mow yard and the signals are weak and TV’s do not work. After complaining, I was advised cable would be buried next Thursday. This occurred early June. Cable is still on ground and driveway. Called and requested to speak to supervisor; no call back. Called new customer service and was advised the new install would only take 2 to 7 days. TV’s have not worked properly for 2 months. I purposely delayed payment of my bill and was call by BroadPoint 2 days after due date. Tech people state the problem with TVs is the deterioration of cable lying on driveways and that replacing and burying cable will fix problems. Called again on July 10th and waiting on callback. I need the problem fixed. I have listened to their music for over 10 hours. I’m tired and frustrated with company.

  Business Response

  Date: 07/19/2023

  Point Broadband is currently engaged with the construction team to get this issue resolved for Mr. *******. It seems ******* bored through our main line and this will require three driveway bores to take care of the issue. Our leadership tried to reach out to Mr. ******* on July 11, 2023 to explain the complexity of the issue and that our construction team is currently working on a plan to complete this fix. We apologize for any inconvenience and thank you for being a Point Broadband customer.  

  Customer Answer

  Date: 07/26/2023

   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:07/06/2023

  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.

  This company doesn't post the amount due for services until sometime at the end of the month. Then, they send you notices that your payment is late and charge you a fee. This past month, I paid my bill on June 29th. Today, I received a call that my account was past due. They have added a $15 charge for being late last month. This account is in my son, ******* ******* name but I have always made the payment on it. As you can see by the attached screen shots, the bill for June was due on 6/30. It was paid on 6/29. There was also a 0 remaining balance from the month before, so there was no way that the $15 charge was carried over. This is not the first time this has happened since Point-Broadband took over ****** *******. Multiple times I have gone online to pay my bill and it shows a $0 balance due. Still, I will receive a shut-off notice for a few days later unless my balance is paid. I am sick of dealing with the calls, long wait times, and not having access to my account at the time they want to be paid. I am not paying this $15 late fee when my payment wasn't late. I don't have time to sit and wait to get through to them on the phone. Right now it is saying there are more than 10 callers ahead of me and I need to get to work. I shouldn't have to do this on a regular basis.

  Business Response

  Date: 07/06/2023

  SUBMITTED VIA ONLINE BBB RESPONSE BOX Response to BBB Complaint Re: BBB CASE#: ******** Date of Receipt of Complaint: July 6, 2023 Date of Response to Complaint: July 6, 2023 Complainant’s Name and Address:  ***** ************  *** ******* ***** **  ****** ** ***** Point Broadband Point Broadband is a broadband provider offering fast and reliable broadband services to residential and business customers in rural and suburban America.  Complainant’s Issue This company doesn't post the amount due for services until sometime at the end of the month. Then, they send you notices that your payment is late and charge you a fee. This past month, I paid my bill on June 29th. Today, I received a call that my account was past due. They have added a $15 charge for being late last month. This account is in my son, ******* ******* name but I have always made the payment on it. As you can see by the attached screen shots, the bill for June was due on 6/30. It was paid on 6/29. There was also a 0 remaining balance from the month before, so there was no way that the $15 charge was carried over. This is not the first time this has happened since Point-Broadband took over ****** *******. Multiple times I have gone online to pay my bill and it shows a $0 balance due. Still, I will receive a shut-off notice for a few days later unless my balance is paid. I am sick of dealing with the calls, long wait times, and not having access to my account at the time they want to be paid. I am not paying this $15 late fee when my payment wasn't late. I don't have time to sit and wait to get through to them on the phone. Right now it is saying there are more than 10 callers ahead of me and I need to get to work. I shouldn't have to do this on a regular basis. Point Broadband’s Response Point Broadband has called Ms. ****** and left a detailed voicemail with the account details and removed a $15.00 late fee as a onetime courtesy. We also let her know we have a chat and email option to contact us if she has any questions or concerns about the voicemail.  Should BBB have any further questions concerning Point Broadband’s response please feel free to contact us. Thank you for this opportunity to respond.  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've had internet for all of 1 day and its been now been 24 hours+ since the install that we've had NO internet. As bad as ******* is we regret switching. 24 hours + of downtime from ANY isp is never freaking acceptable. Regardless if its our entire area thats down or not. *******. charter bright house etc wouldve had service back up within 2-3 hours tops. What a wonderful first 2 days of “Point broadband” Fix the lines. We didnt switch and pay to be forced to call into our (remote) work. You all have already cost us 500$ in wages just today. This needs to be resolved immediately. Not next week or even tomorrow. Now. Otherwise well be looking at seeking our lost wages from Point by other means.

  Business Response

  Date: 06/15/2023

  Point Broadband had a large fiber outage due to a terrible car accident that knocked down an AEP utility pole that had our fiber attached to it. AEP had to replace the pole and repair the power before we could start repairs on our fiber damage. Point Broadband would like to apologize for any inconvenience the outage may have caused you. Thank you for being a Point Broadband customer. 

• Initial Complaint

  Date:06/05/2023

  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.

  Point broadband ******* **, ran fiber in our neighborhood a few months ago. After not hearing anything from the company about how or when to sign up, I proceeded to go online to their website and sign up for fiber. I sighed up for special pricing for 36 months with an install fee of 49.50. I had a sales rep from Point reach out to me via text and told me there would be 0 cost for install and set a date for May 30th 2023. That day no one showed up, called or canceled. I had to make phone calls to company for explanation and gave me a new install date of June 6 2023. After phone call I got a text saying they would in fact be there the following day late afternoon. Someone from Point was here before 0730 running fiber to my house. I then received another text from Pont stating they would be here the following day to install inside home. Again no one showed up, called or canceled. Contacted by ** ******* on Sat June 3rd and was told the prices were wrong online and we now owed 1000 for an install price, but he would take it down to 500 dollars that we could pay over a 10 month period charging an extra 50 per month until it was.paid. . We also would have to pay a higher package per month but he could give us what the website offered per month for 6 months only. I declined due to the email confirmation saying I would only need to pay 49.50 for install and my monthy bill would be 39.95 per.month up to 3 years. They allowed us to sign up online, given a price, came and ran fiber into our yards and to our homes and changed the prices. The GM ** *******, and CEO **** ****  stated we should have never seen those prices and it was their mistake but we must pay the new install fee and new months package agreement. The CEO sent an email.saying something a little different. We would need to pay the 500 over 6 months and our monthly packages would be 90+ dollars a.month. All we are asking for is to get fiber for what we signed up online and now we are being taken advantage of.

  Business Response

  Date: 06/26/2023

  Point Broadband's legal team is currently working with Ms. **** to mitigate this issue. 

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had multiple outages in the 2 months since i have become a customer. Most recently on 5/26 a Point Broadband contractor cut my fiber and left immediately. I work from home so I lost internet and phone. It took 14 calls and about 4 hours on the phone to finally get a technician out to repair it the next day. I was lied to multiple times and did not receive a single call back when they said they would call me back. The outage prior to that lasted 4 days before I could get it repaired. Now I lost internet again yesterday evening at 9:10pm. I called and was on hold for 1 hour before I finally hung up. Called back at 6:50am today 5/31 - was waiting for a supervisor when I was transferred to internet support. Was told by ****** he would check dispatch and call me back. Now at 8:15am I haven't heard back. The service has been horrible and the customer support is even worse. As long as they can get you off the phone they DON'T CARE. Additional notes and call logs available upon request.

  Business Response

  Date: 06/07/2023

  Our sincerest apologizes for all the issues you experienced with our company. I have credited your account one month of service to compensate for the inconvenience. Thank you for being a Point Broadband customer. 

  Customer Answer

  Date: 06/07/2023

  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:04/20/2023

  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 have contacted Point Broadband multiple times (email copies enclosed) asking for my account to be cancelled and they keep billing us for service that we do not even have. See emails sent to Point Broadband on 2/17 and and March 10th. I also tried calling, held and then requested a call back, and never received one. ---------- Forwarded message --------- From: ****** *****  Date: Fri, Mar 10, 2023, 7:53 AM Subject: Re: Thank You for Contacting Point Broadband! To: Point Broadband Team I was billed for March service. We do not have service and I am not paying this. I requested it be canceled on February 17th. I would like any charges on our account to be written off. On Fri, Feb 17, 2023, 5:26 PM Point Broadband Team wrote: Dear ****** *****: Thank you for contacting Point Broadband! One of our team members will review your submission and be in touch with you as soon as possible. For your records, we have included the information you have provided. Name - ****** ***** Email Address - ********************* Phone Number - ********** Street Address - **** ****** *** Zip - ***** City - ***** State - ******** * ** Assistance Required - Othersl Message - Cancel service. Please cancel my service immediately and also give us a credit for at least a week when we've had no internet recently, I have called and you should have it noted. I called today and waited on hold for 20 minutes before requesting a call back that I never received. Our internet rarely works, this is the worst service and horrible customer service as well. I have payment Arrangements, have kept them, and our internet has been shut off at least 3 times regardless. Please cancel immediately. Best Regards, The Point Broadband Customer Service Team

  Business Response

  Date: 04/25/2023

  Ms. ******* service was disconnected for non-payment as of 2/13/2023.  We reviewed the account and saw there were trouble tickets opened for the customer.  As a courtesy, we credited two weeks' worth of service, leaving a final balance of 57.13.  We did receive the request to disconnect the service on 2/13, however the customer has not been billed since 2/10/2023. The balance on the account reflects the disconnect date plus two weeks credit. 

• Initial Complaint

  Date:02/02/2023

  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.

  Like the service, but hate the outside install. 43 days from inside install for outside cable to be buried. Retaining bank behind my home was dug up, rutted and compromised. Cable buried across my property line into neighbor’s yard. Ditch witch driven across front sidewalk. After emailing photos and video of damage and actions to representative I had been dealing with my email address was blocked. Outside pole cable is still hanging within arm’s reach. Two outages in 43 days. I believe these actions are in direct retaliation for my repeated contacts asking that the outside cable be buried.

  Business Response

  Date: 02/02/2023

  Submitted Via online BBB response boxResponse to BBB ComplaintRe: BBB CASE#: ********Date of Receipt of Complaint: February 2, 2023Date of Response to Complaint: February 2, 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 IssueLike the service but hate the outside install. 43 days from inside install for outside cable to be buried. Retaining bank behind my home was dug up, rutted and compromised. Cable buried across my property line into neighbor’s yard. Ditch witch driven across front sidewalk. After emailing photos and video of damage and actions to representative I had been dealing with my email address was blocked. Outside pole cable is still hanging within arm’s reach. Two outages in 43 days. I believe these actions are in direct retaliation for my repeated contacts asking that the outside cable be buried.Point Broadband’s ResponsePoint Broadband’s Supervisor of Support contacted the customer, and she said all services were working as expected. Our Field Supervisor went onsite and addressed the low hanging line and addressed all other issues they had outstanding. Should BBB have any further questions concerning Point Broadband’s response please feel free to contact us. Thank you for this opportunity to respond.

  Customer Answer

  Date: 02/03/2023

  I have reviewed the response offer made by the business in reference to complaint ID 1*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response does not address the issues with my property and how that will be resolved.  It only addresses the fact that the supervisor came here and looked at the problem.  The issue with the low lying lines was resolved yesterday, but they are two separate issues.   Regards, ***** ****** 

  Business Response

  Date: 02/16/2023

  Ms. ****** services were repaired on 2/11 and we will be reimbursing her for all damages that was incurred during our onsite. I talked with Ms. ****** on the phone and via email to explain all next steps for the damages. 

  Customer Answer

  Date: 03/03/2023

  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:01/26/2023

  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 went out on 1/25/2023 at 9:30 AM. It is still out. They have sent multiple texts saying someone is coming to repair it and no one shows up. I finally called and a man who said I see they wrote can not complete the order. However, no one called me to let me know this could not be completed. I have made multiple calls and placed on hold for long periods of time. One employee was rude and actually laughed at me over the phone. I can't get anyone to make the repair or let me cancel the internet so I can go with another company if they are never going to fix the issue.

  Business Response

  Date: 01/27/2023

  Point Broadband apologizes for the interruption of service. It looks like we identified the issue and sent a tech onsite to replace the equipment that was causing the outage. Our tech noted the account on 1/26 at 5:59pm that the issue was resolved.  Please accept our apologies and let us know if you have any other issues with your service. Thank you for being a valued Point Broadband customer. 

  Customer Answer

  Date: 02/01/2023

  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:01/17/2023

  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.

  So our internet was installed in October 2022. The technician said the line would be buried in 2-3 days after that. And 3 months later, the line was still not buried and my neighbors have been complaining about the safety hazard caused by the line. On 1/9/2023, I called point broadband, they said the would come out and bury the line on 1/16/2023. On 1/17/2023, someone of their company came here, took a look, did nothing and left. When I called point broadband again, they only told me that whoever in charge of the matter will contact me with the new date of burial and he does not know when. When I asked him that if anyone got hurt by the exposed line, would they take responsibility, he told me that I would have to take this to the court or consult a lawyer. Basically, they didn’t provide me with any solutions but wait wait and wait.

  Business Response

  Date: 01/25/2023

  Point Broadband apologizes for the inconvenience, and I have reached out to our Field Supervisors, and they talked to the customer today and set a date of 1/31 at 10am to get this line buried for the customer.