Complaints

This profile includes complaints for Shenandoah Telecommunications Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Shenandoah Telecommunications Company

  500 Shentel Way Edinburg, VA 22824-3577

• 

  Shenandoah Telecommunications Company

  PO Box 459 Edinburg, VA 22824-0459

• 

  Shentel Communications

  PO Box 586 West Van Lear, KY 41268-0586

• 

  Glo Fiber

  20 S Mason St Harrisonburg, VA 22801-4020

• 

  Shentel

  1200 Tyler Ave Radford, VA 24141-3800

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/23/2024

  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.

  Internet service went off Januaury 11th, around 5PM. Called Shentel, scheduled appointment for Tuesday morning Januaury 16th, for which I took the day off work. Technician showed up, said there was an issue on the power companies end, told me it was my responsibility to contact the power company to resolve the issue. Power company came and inspected my service and nearby services and could not find a problem. Attached is a screenshot of the email from the power company stating that. Called back to Shentel on Januaury 18th, was told I still had an open ticket and they made an appointment for today, Januaury 23rd between 8 and 12, also for which I took a day off of work. Waited today until 1PM, no arrival. I called technical support, they said a service call was only requested for the 23rd, but the appointment was actually not scheduled until Januaury 30th. Technical support is saying that my outage was caused by severe storms, but my outage was before any of the severe storms came through, and I feel they should prioritize a support ticket that has been in for 12 days over those who has storm related issues after. I've lost out on over $600 in lost wages, and hundreds of dollars on monthly charges that require internet usage. I would appreciate any help you can provide.

  Customer Answer

  Date: 01/24/2024

  As of today 1/24 a technician showed up and hooked the cable back up and it is working. 

  Business Response

  Date: 01/26/2024

  January 26, 2024

  Dear *** *********,
  

  My name is *** ****** and I am the Supervisor for our Customer Experience Team. This letter is regarding the complaint you filed with the PSC due to your services being out.
  

  We are sorry for all the frustration it has caused you with not having services starting on 1/11/24. We thank you for your understanding that we needed to wait for the bad weather to clear up to ensure it was safe for our field technicians before sending someone out.

  On 1/16/24 our technician arrived at your home and found power arcing across the burnt drop. Due to safety procedures and concerns, he needed to stop at the pole and home. Taking a deeper look, he noticed a commercial power line to your home had the neutral wire broken. He shared with you that the power company needed to be contacted and this repaired.

  On 1/18/24 we received a call from you sharing that the broken neutral power wire had been repaired and that we could return to restore your service. We were able to get your services restored on 1/24/24. Once all the repairs were completed, you confirmed with our maintenance tech that your service was working. He offered to put a watch on your modem which allowed us to monitor the services to ensure everything was working correctly.

  Later in the evening on 1/24/24, the supervisor called to see how your services were working and if you had any further issues or concerns. You confirmed that your services had been working fine and that you were satisfied. 

  We thank you for your patience as we know how frustrating it is to be without service for that many days. With that being said, I am placing a $45.00 credit to your account for being without service for half the month, it will show on your next billing statement. 

  Thank you for being a valuable Shentel customer and do not hesitate to reach out if you have any other questions or concerns.

  I have included a copy of this letter to the BBB and PSC complaints.
  

  Sincerely, 

• Initial Complaint

  Date:12/03/2023

  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.

  I contacted Shentel several times since April of 2023 regarding an internet package listed online for $35.00 per month. They have told me that the page this is listed on is not theirs and that they cannot honor the price even though all of their information including their toll free phone number is listed on the site. I have talked to several people and have even shown them the site and they said they will look into it and get back to me. Some have said that it is their advertisement and others have said that it is not theirs. This has been going on for 8 months and they will not honor the advertisement even though it is still listed online and shows available at my address.

  Business Response

  Date: 12/18/2023

  We have sent **************** the attached letter and a copy of the snapshot that is not affiliated with Shentel. 

  RF: BBB Complaint ********
  *********************
  *****************************************************************
  
  Dear ****************,
  

  My name is ******************* and I am the Supervisor of our Customer Experience Team for Shentel. This letter is regarding the BBB complaint you filed regarding the rate plan you found, which you have discussed with our customer service team as well.

  After some investigation, we have found that the rate plan found on broadbandnow.com, which you can view in the screenshot below, is not an existing rate plan that Shentel offers or honors. Additionally, the website the plan is found on is neither a Shentel website nor is it an affiliate of Shentel.  We recommend that you do not use this as your source of information regarding Shentel as the information found on the website may not be accurate.
  
  If you go to www.shentel.com and click on the Internet tab, you will find all of our current rate plans for your area. If you find one that you would like, we will be happy to assist you with your order.

  I have included a copy of this letter back to the BBB to ensure they know we have shared all this information with you. 

• Initial Complaint

  Date:11/15/2023

  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.

  A shell game: Sept 22, 2023 a representative from Shentel came to our house stating their fiber optic service had been installed along our road and wanted to know if we were interested in connecting for high speed internet and telephone service. We said, "Yes". And, "We had been waiting since 2014". Three technicians subsequently surveyed our property. Two spoke with me and said everything looked "OK". We formally applied for internet and telephone service at their Bedford, VA office on Oct 6, 2023. Nov 2, 2023 an installer from ********* contracting hung 655 feet of fiber optic cable between the power poles on our properties and laid cable on the ground towards our house. He returned from the public road shaking his head. He said, "There is no port for your house and the entire road must be replaced." Today, November 14, 2023 we have heard nothing from Shentel.

  Business Response

  Date: 11/27/2023

  We are please to share that our Shentel service was installed at ********************** home on November 17, 2023 and he is very happy. 

  Business Response

  Date: 11/28/2023

  Forgot to include the letter we are sending to ******************* 

  Customer Answer

  Date: 11/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:11/13/2023

  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.

  Was billed for time that we did not have service with Shentel. Cancelled us for non-payment when we did not have service. Tried to charge me for equipment unless I paid $114 plus a reconnect fee. I had to give in. The ground line was cut without my knowledge. Never told we owed money. This is the worst company I have ever dealt with.

  Business Response

  Date: 11/30/2023

  Please see the attached letter that is being mailed to ************** today. We have worked with her and have settled her concerns. 

  This complaint has been addressed. 

• Initial Complaint

  Date:11/13/2023

  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.

  GloFiber was brought in by the township. While installing cable, they destroyed my yard. Their workmen left trash in other yards in the neighborhood as well. I began filing complaints with them on Aug 15, 2023. I was told that the work was done and that they would restore my yard. I came home on lunch to find they were working in the yard again and had trash in the yard again. I filed more complaints with them (5 in total) with it ending in my calling the township. GloFiber put mulch down in my yard instead of restoring my yard. I was to have a meeting with ********************* from the township and *********************** from GloFiber. Unfortunately, ********************* also showed up. ********************* squared up to me and threatened me. I trespassed him from my property (a police report was filed). I was asked to give them 2 weeks as it was extremely hot out. They have yet to restore my yard. I called *********************** who said he had hired "someone local" but he didn't know who it was and that my yard would be restored. Then he told me what they had put down wasn't mulch and read me what it was. What he read was actually the definition of mulch. My yard has yet to be restored as promised. Also, according to *********************, I am not the only one who had filed complaints. I want my yard restored as promised.

  Business Response

  Date: 12/05/2023

  We are sorry for the delay in responding. We have completed the restore yesterday December 4, 2023 as requested. 

  There are two pictures attached. We added topsoil and grass seed as we shared with ******************** that we would do. 

  Thank you, 

  *** 

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 15, 2023 Shentel received $236.00 from our bank through bill pay. Prior to the payment I noticed a pending payment on my online account to Shentel for this amount and contacted the online banking to let them know this was wrong, I was told by the bank they did not see it on there end but I did. Then in September 14, 2023 I saw it as pending payment to shentel I contacted both the bank and shentel. The bank said they could not stop the payment on their end. They requested Shentel said it back to the bank or cancel the payment transaction, Shentel wouldn’t not do either. Since September 14, 2023 to sept 21, 2023 I called almost daily to find out what was happening with getting me back the $236.00. In Sept 21,2023 I was finally told by a customer service representative that he was putting in a request for my refund and didn’t know why no one before that date with the amount of people I talked with had not put the request in. I just kept being told someone would call me back and I never received return calls and each time I would call I would be put on hold for more than 30 minutes each time. I have been checking our mailbox each day and still no check. I called Shentel again last week because I received a bill statement for November stating I owed Shentel $156.06 on my account which I only have internet and normal bill is roughly $78 a month. The statement showed charges for 10/22/23 to 11/21/23 as $314.03. They took the $236 that was my money to begin with that was not supposed to be sent to them and charged it on top of my normal monthly bill. It showed a previous bill charge of $157.97, for what I am only supposed to be charged $78 a month for. When I called last week I was placed on hold with three different people and hung up on twice. They couldnt tell me my refund had been mailed. On Nov 5 I was charged $156.06 after being told my bill would be adjusted by $75 to be back at my normal rate. Still no check $236. I called back today horrible service

  Business Response

  Date: 12/05/2023

  December 5, 2023

  Dear *** ******,
  My name is *** ****** and I am the Supervisor for our Customer Experience Team for Shentel. This letter is regarding the BBB complaint you filed regarding not receiving the check in the amount of $236.00 and that you did not receive a $75.00 credit.
  We are truly sorry for any inconvenience this has caused. We have attempted to reach you by phone and e-mail to review your account. Our records show we did place a $75.00 credit to your account on October 26, 2023. We have also confirmed that the check in the amount of $236.00 has been received and cashed. We researched and showed that the check cleared our bank on November 8, 2023.

  Please reach out if you have any other concerns.
  

  Thank you for being a valuable Shentel customer.
  

  I have included this letter with our response to the BBB.
  

  Sincerely,

  Customer Answer

  Date: 12/13/2023

  I would like to informed both the BBB and shentel that the date on the check was Nov 8, posted at post office on Nov 9th and we did not receive said check until Nov 13, and was deposited several days later. This was after I told the lady from shentel who said she was a manager I was contacting the BBB. They claimed over and over the check was cut in October and mailed in October, clearly that was not the case and nothing was done until after I said I was tried of the run around and was contacting the BBB. Do better Shentel! The costumer service needs to be retrained on how to work with customers and do their jobs correctly. There is no reason it should of taken 3 months for Shentel to return my money, they could of returned the money asap. 

• Initial Complaint

  Date:09/18/2023

  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.

  My son had the internet in his name for my address and his. He didn’t pay his bill so they put it on mine which was a different address and account. I tried to get it into my name but they wouldn’t allow me to cause I was an authorized user on his account. They said I had an old bill and I offered to pay it and deposit for me a new account and they refused it. I don’t think it’s fair to hold me accountable for his debt and refuse me services at my address for his bill.

  Business Response

  Date: 09/26/2023

  We have been in contact with ************** and this complaint will be resolved on October 2, 2023. We are able to get her service in her name only and removed from her son's account. 

   

• Initial Complaint

  Date:09/12/2023

  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.

  have issue after issue with the internet service , 3 techs has been out and hasn't fixed the issue yet , I call tech support EVERY for them to reboot my modem so it will correctly for a couple hours,, also getting unable to connect to internet messages, buffing, loading loading circle , I have 3 devices connect to the service , can't even watch my **** it will stop playing movie and buffer, my *********** takes 5 hours to update a game ,,, I would never refer shentel to anyone!! wish I had other internet provides to choice from in this area!! the cable has been up on the pole for 25 years ,, I can't get them to replace it ! tech comes and stays 10 minutes hooks his little meter up and says there is nothing wrong with it !!! HELP !!!

  Business Response

  Date: 10/16/2023

  We have attempted serval times to assist **************. She did answer one time and was not pleasant at all and hung up on us. There is nothing more we can do if she is not willing to work with us. 

  Thank you, 

  *** 

• Initial Complaint

  Date:09/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged $20.00 more on a monthly basis for my “free router” and the end of a 12 month promotion. I signed up for this utility via a direct sales rep ( ******* ******) who indicated that my monthly cost would remain $50.00 plus $5.00 for paper billing. I was not aware nor did I sign anything agreeing to be involved in a promotion or defer my payment for a router. There appear to be “marketing” terminology that this company continues to employ to obscure the fact that their router is NOT free and their initial pricing is less than transparent. I have paid $55.00 to this company pending their response to my inquiry. I have been billed $75.00 I have reached out to the company twice in an attempt to resolve this issue. A supervisor has yet to return my call. I would like a billing adjustment of $20.00. Thank you for your time and attention

  Business Response

  Date: 09/23/2023

  This was taken care of on 9/7/23 when ************** spoke with one of our Glo employees. They walked through the promotion and ************** shared that had forgotten it was a promotion. ************** shared she had placed a complaint and she apologized for that she would send something back to BBB stating she was wrong. 

  This is completed and both parties are happy. 

• Initial Complaint

  Date:08/30/2023

  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 opened an account with shentel for internet services. We were told the cost to build would be $3,400 and once the money was received it could take up to 30 days before our services were turned on. I called a couple of days before the 30 days just to get an update and was then told we had to have AEP come change out a damaged pole before it could be turned over to the contractors to run the internet line and it could take up to 90 days from the day they received our payment (July 11th) The pole has now been replaced (over a week ago) and our service has been turned over to the contractors now. My problem is now they are telling us that it will take up to 90 days from the day it was turned over to the contractor and they say they can not give me any more updates on our service from this point. No one has been clear from the beginning as to when our service will be handled. Every time I call for an update, the deadline is pushed further away. We have already done our part. ALL that they have asked from us and yet they still keep giving us the go around with the deadline now pushing it to be close to the end of this year before our internet will be turned on even though we have already paid our $3,400 and have been giving misleading information each time we call for an update. It's been close to 60 days already from the payment date as we were told before. Now they are adding another 90 days. To us, that was a lot of money to have to pay out to anyone but we did it and we would just like to have what we paid for finished.

  Business Response

  Date: 09/26/2023

  This has been resolved Shentel service was installed on 9/20/23.