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

• 

  Shentel

  1200 Tyler Ave Radford, VA 24141-3800

• 

  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

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:08/07/2023

  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.

  Hello, My wife and I have been struggling to catch up since we had a massive electric bill in the early summer. We made a payment arrangement with ******** last month, paying the total amount on the date due. The guy I spoke with at that time told me that I could call back in if I needed anything else, as they can basically work with us as long as we don’t reach 60 days past due. I think his name was ****. Our account isn’t even 30 days past due right now, as the new bill isn’t due until the 10th. I’ve reached out a couple times, telling them what **** said. They will only give us 2-3 days at a time, saying there’s nothing else they can do. I only owe $100. I’m willing to pay the total past due again when that comes into play. I’m really trying here, and I just wish you guys would keep your word, as your agent literally told me that you could work with accounts under 60 days past due, which mine is. I work from home, I need my internet, I didn’t know where else to reach out.

  Business Response

  Date: 08/26/2023

  We reached out to ************************** on 8/25/23 and he shared that we had already addressed his concern and is happy with the results. He thanked us for calling him to ensure he was taken care of. 

• Initial Complaint

  Date:07/24/2023

  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.

  Glo Fiber contractors came in our neighborhood and ran there brand new services in our neighborhood just like everywhere else!! They came in our neighborhood and cut water lines to a neighbors house and totally messed up my driveway!! Also put a whole in our water line and we have a leak that runs 1 gallon every 3hrs!! That was told by our water authority company and of course our bill has been over $300 and where not happy!! Me and my wife called and finally has someone come by and say they where going to fix it and then we where like ok finally a resolution!! Then a couple days later the man stated that it was our fault and that we ran over the man hole where the meters are and let me tell you we have been here for 18yrs and never have had any problem with the man whole and then when Glo Fiber comes and install the line that we didn't ask for conveniently our water line gets a link!! So I wanna say that I will never have Glo Fiber bc they install these cables lines in the ground and messed so much of people's driveways and water lines and not want to fix them!! So so frustrated with this company and they should be shamed for this type of service!!

  Business Response

  Date: 08/15/2023

  August 15, 2023

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

  My name is *** ****** and I am the Supervisor for our Customer Experience Team. This letter is in regard to the BBB complaint you filed about the damage being done to your water line by our Glofiber Construction team.
  

  We understand how frustrating this must be for you. We have reached out to our Glo team and had this reviewed per your complaint.
  

  Upon further review, we contacted the Western Virginia Water Authority to investigate the issue, and they have confirmed that the damage was not caused by Glofiber.
  

  If you have any further questions or concerns please do not hesitate to reach out.

  Thank you, 

• Initial Complaint

  Date:03/29/2023

  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’m really frustrated. I can to ******** for better customer service. Most of the time, I’ve gotten it. I’m literally about to cancel and go back to ******* cause they at least worked with me. Someone set up a payment arrangement for me for today. I reached out asking for an extension until even just Monday. My husband and I have had covid and other sicknesses on and off. My work has also been incredibly slow so I didn’t get paid as much as I thought I would this week. I’ll get paid again Monday. I work from home though and literally just need services thru the weekend that’s it. My latest returned payment was literally only because I was a couple dollars off because my electric bill was higher than I thought it was. Please please please work with me here. This is very very frustrating.

  Business Response

  Date: 04/13/2023

  Good Morning, 
  This has been reviewed and responded to. Our executive team had reviewed the account and made the decision that we could not extend the payment arrangement any further out based off payment history. As of today the account is turned back on due a payment of $549.00 on 3/29/2023. The remaining balance of $169.15 does still need to be paid by 4/10 or the customer is at risk of being disconnected.

  Thank you, 

  *** 

• Initial Complaint

  Date:02/27/2023

  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 August of 2022, the *** ***** company was digging in my neighborhood to lay cable. First, we their crew hit our *** Cable line. We notified the supervisor. He said he would get the cable company out to fix it. We were without cable TV and internet service for over a week until *** could come out and repair it....apparently that had been all over town repairing lines from them. All we got was a, "sorry." A little over a week later, we got a notice from our water service about excess usage. We went outside and the area around the water meter looked like a swamp. We called the supervisor of the crew again...it was a Saturday...and he said he couldn't get someone there until Monday. I told him we would be getting a plumber to fix it and they would be responsible for the bill. He said to just send all the paperwork to him and gave my husband his email. We thought the crew had hit the water line, but after the plumbers came out and dug down, they discovered the water meter itself had been damaged. I sent copies of the repair bill ($1317.08) and my water bill ($96.83....a difference of *****), which was almost double. It has been almost 6 months. My husband and I call and email every week and all we get is, "we're looking into it...please give us time to sort through this....we'll get back to you." In the meantime, they have git the GAS line in front of our house TWICE! The last time, I had to sit on the side of the road over a block away from my house for 2 hours...spoiling almost $200 worth of groceries while I listened to gas spew from the ground and my daughter was trapped in the house! By the time I was allowed to go home, I still had to park 5 houses down because of all the work trucks and was gagging walking back to my house with my eyes burning. We coughed all night long....after I threw out my groceries. I would like a check for NO LESS than $1500 from this horrible company for my losses and their complete lack of compassion.

  Business Response

  Date: 03/20/2023

  We received confirmation that this has been taken care of. A check was mailed and received by ******** on March 13, 2023. We called and confirmed that yes, she did receive the check and gained permission to close the complaint. 

  Customer Answer

  Date: 03/22/2023

  [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:11/29/2022

  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 upgraded my internet with Shentel on NOV 10th because I was having upload and download issues since starting a job working from home. I told them to give me the best they had since than I have had nothing but upload and download issues. I am not getting at all the 150m I am paying for the download this morning11/29/22was 47.8 and upload 5.20 I was told there was a leak and that it would be fixed last week but because of deer season that the man was off work and he had no replacement or back up. Other men have been out here 2 times and this is not a prob on my end. I am still paying for services that I am not receiving and prob have been for a while but didn't notice it till I started working from home. Also how little regarding they have 11/30/22 100.9 download 16.9 upload. Was told yesterday that someone would be out today to search for the leak, i was also told that someone would be here last week to find the leak. I have never had any issues with Shentel until now I have recommend them and still would. I just want my speed fixed in a timely matter and to get what I am paying for. As of right now that I know of since the 10th of nov 2022 till the prob is fixed I am not

  Business Response

  Date: 12/12/2022

  Good Afternoon, we have worked with **. *********************** and all troubles have been resolved. We called her today to ensure we did not miss anything and she stated, 
  her services are working well and to her satisfaction". We gained approval to close out this complaint. 

  Thank you, 

  Pat M********

  Customer Answer

  Date: 12/19/2022

  [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:11/14/2022

  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.

  Shentel showed up on my property and dug the whole way down the side of my house and all the way across the back without any notice or permission. When they dug up my yard, they broke my in-ground dog fence in several places. They patched the fence using the wrong wire and without weatherproofing it. This worked for about 2 days and then it stopped. I called and requested a repair and was told that someone would be out right away to fix it. that was 5 days ago, and I still haven't seen or heard from anyone.

  Business Response

  Date: 12/01/2022

  All fixed as per customer, said the repair from ******** was that they replaced whole line where we cut it. They said they didn’t “completely” repair the line (some part about a twisted pair at the house indicating fence loop was active but truly wasn’t) but she took fence apart and put it back together and is working well since Saturday.

  We gained permission to close the complaint. 

  Thank you, 

  Pat 

• Initial Complaint

  Date:11/01/2022

  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 month on my cable bill, there were 2 new charges of $2.50 each for $5 total. One charge was for sending you the bill and the other charge is for them to accept your payment. These charges are not neccessary and a quick way for Shentel to make extra money. They already have to send you a bill and they have to accept your payment if they want to be paid. Both of these charges are rip off charges. I have been with Shentel for many years. It is a shame that Shentel would pull this underhanded junk move on their loyal customers. I want to be reimbursed for the $5 that was added to this bill in two charges of $2.50 each and have these 2 charges removed from future bills.

  Business Response

  Date: 11/15/2022

  We have spoken with ************************ and explained to him that we cannot completely remove the new Admin Fees. We did credit him $10.00 for the past two months.  We explained in order to avoid those fees he would need to go to Shentel.com and signup for auto pay and paperless billing and if he needs help in doing so we would be happy to assist him. 

  ************************ was satisfied with credit and he knows the fees will appear on next month bill.  

  He is fine with closing complaint.

  Thank you, 

  Pat M********

• Initial Complaint

  Date:11/01/2022

  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.

  The service that Shentel provides is inconsistent. The service goes out all the time and I call to complain and all I receive is excuses. Blaming on other issues. This has been a consistent problem with the company since I have started with them. The price I pay per month versus the service I receive is not acceptable. Please help and I am certain I am not the only customer experiencing this issue. This has been a reoccurring issue for years.

  Business Response

  Date: 11/15/2022

  Called this customer. The complaint was in reference to CABLE not internet, and she’s called us multiple times for cable issues with channel *.
  
  She says she did not submit her complaint, a family member did, as she was always complaining to them about the channel * issues.
  
  Channel * is having an ongoing maintenance and is experiencing low power and will continue to experience issues until sometime in December. This customer said she called the station this morning and confirmed it was a station issue and realizes it’s not a Shentel related problem. I explained the maintenance to the customer and she was very accepting of the explanation and going over sun outages as well.
  -
  She informed me we can close the BBB complaint as she realizes the issue technically isn’t on our end.
  
  Thank you, 
  Pat M*******;

• Initial Complaint

  Date:10/21/2022

  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.

  September/October 2022 I cleared 1 past due balance and my next month balance in which was due on my statement for Oct 10,2022.Mystery I'm being charge 161.84 for November and i am being told now my October payment due with my November not just that the second customer service rep that answer the phone hung up on me and send me to survey. The 3rd rep I think name was Samantha selfishly talk over me and was very rude as I tried to explain to about my billing with no remorse at all please view the recording(AS SHE PROCEEDED BE PREP TO DEBATE WITH ME.I WAS ALWAYS TOLD TO WATCH SHENTEL I SEE AS OF TODAY .But I feel I'm getting over on and I'm very dissatisfied!!!!! (Oct 21,22) BUT I FEEL LIKE I AM BEING OVER BILLED AND THERE IS ERROR IN YOUR SYSTEM PLEASE CHECK I KNOW ME AND MY HUSBAND PAID GRATEFULLY AND I HAVE CARD STATEMENTS FOR PROOF AS WELL!

  Business Response

  Date: 11/15/2022

  We have reached out and spoke to ****************. We explained where she missed two payments and that is why she has a rolling past due balance. ****************** stated she liked how we broke it down for her and now she understands. She stated she will make the payments as soon as she can. 

  Complaint can be closed. 

  Thank you, 

  Pat M******;

  Customer Answer

  Date: 11/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Shentel is a service provider for internet and month over month they charge me and I pay on time but continue to have service outages that they cannot fix or explain. This is the on option for internet in our neighborhood. I pay for service that is intermittent and Shentel response is stated that it is on the customer to prove before they will refund me or credit my account.