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Business Profile

Internet Providers

Firefly Fiber Broadband

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 literally spent the week trying to figure out why my service is absolutely unstable c*** No one can tell me. Had a tech out, had to degrade my router and use theirs so they could see why it was acting poorly. Told me they would keep the ticket open, but closed it without giving any solution. It made even the tv antenna channel stutter. Couldnt use our game console or computer. Streaming a movie was the most painful experience. The tv stuttered so much we might have caught 30% of the audio. Randomly drops and disconnects me while I work making me loose production. I ask if its related to the line work and no one knows....bc no one communicates at all.

    Business Response

    Date: 03/27/2025

    Please see attached complaint response. Thank you.

  • Initial Complaint

    Date:03/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 recently built a home in ********, ** and were seeking an ISP to provide internet to our new home. We registered with Firefly Broadband to begin this process in late November. They have laid underground fiber lines from the side of our home to the utility pole on December 18th 2024.We were then told we should expect the final connection of the underground fiber line to the utility pole in 2-4 weeks followed by in home installation this was told to us on that same day December 18th. As of writing it is now March 3rd 2025 we have called multiple times to get an update on our status. Multiple **************** **** have given us different unclear reasons as to the wait which are as follows:-They have no way of contacting the ground teams to find out about the delay.-Its normal to wait months as they need to establish the infrastructure (even though they have already done that in the ******** area as they prominently display this on their completed projects list.)-A comment was made to us that Its a personal problem and we just have to wait.Among many other things that wont fit in this complaint.We even have an E-Ticket which was responded to with them saying they will reach out to the ground crews (which i was previously told they couldnt contact) and send a follow up email to relay what they find out. I have not received said follow up email. So we are now still without internet finalizing a move into a new home where one of our main incomes is from a work from home job that requires Internet this delay that we cannot get any answers for is now putting our livelihood at risk and especially when theyre the only option this far out. We cannot pay them for Internet when they wont even finish the job they started. We want the hook up to be finished and Internet to be provided.

    Business Response

    Date: 03/13/2025

    Please see attached response letter for this complaint. Thank you.

    Customer Answer

    Date: 03/13/2025

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

    Better Business Bureau:

    I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *********************************************************************************.

    Regards,

    ******* *****



  • Initial Complaint

    Date:01/24/2024

    Type:Product Issues
    Status:
    Answered
    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 have moved to ********, ** as of Weds., Oct. 18, 2023 and Firefly Fiber Broadband picked up their equipment from our home in **********, ** on Mon., Oct. 16, 2023. We received a letter from them about a $37.03 refund but when I call them, which is at least once a month, they keep saying they are processing it. They have *************** so they know where to send the check. They also keep saying it could take 60 to 90 days again after all this. My most recent call was today, Jan. 24, ****. Maybe you could help with this problem since they say they have no direct line to their billing ***** and no one returns my calls. Thank you for everything.

    Business Response

    Date: 02/02/2024

    Attached is the response for this complaint. Thank you. 

  • Initial Complaint

    Date:05/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 have fiber optic installation schedule for May 11. However, Firefly showed up sometime prior to May 1 when no one was home and proceeded to install equipment on the residence without consulting the owner first. In my mind, the entire purpose of having the appointment was so that we could agree upon where the permanently affixed equipment would be installed. Showing up unannounced and then making changes to structure and/or appearance of the residence without prior discussion or consent of the property owner is unconscionable. Right of way access grants Firefly and the electric cooperative access to maintain their lines and equipment as needed, not to make unapproved modifications to the dwelling while installing new equipment.

    Business Response

    Date: 05/10/2023

    Response is attached for your review. Thank you.

    Customer Answer

    Date: 05/10/2023

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    Firefly offers absolutely no resolution to the problem nor any plans to help prevent this type of problem from happening again for other customers. Nothing in section 4 of their agreement gives Firefly the right to attach an *** to the customer's residence without first consulting the customer to determine an optimal and mutually agreeable location for the **** The fact that this would be done for any customer without consulting the property owner first is unconscionable. An appointment is absolutely expected during the step when the *** is installed to avoid potential problems that would be costly to resolve later, precisely to avoid those costs. Notifying the customer prior to *** installation would not have interrupted Firefly's installation schedule at all. Had they simply called prior to the *** installation once they knew what day when *** installation would occur, we could have been available on their schedule to help ensure the *** was installed in a mutually agreeable location. Additionally, had that been done, there would be not need for a separate appointment to install the Wi-Fi equipment on May 11 as we were originally planning to use our own Wi-Fi equipment and can handle all installation and equipment maintenance on the customer side of the *** ourselves.

    Regards,


    *********************




    Business Response

    Date: 05/19/2023

    Please see the attached response. Thank you.

    Customer Answer

    Date: 05/20/2023

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    This is essentially a duplicate of the previous response from Firefly which does not resolve the complaint. Neither the highlighted portions in section 4 of their customer agreement, nor any other language in the agreement, include the right to for Firefly to attach equipment to a customer's residence without first consulting the customer to come to a mutual agreement on the installation location. By repeating the description of the steps used in their processes, Firefly does not appear to understand the root cause of the problem is that parts of their processes are flawed to begin with from customer property rights and customer satisfaction perspectives.

    Regards,

    *********************




    Business Response

    Date: 06/09/2023

    Response attached

  • Initial Complaint

    Date:03/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Once a month my service goes down.If I am lucky, I get the one tech that knows what he is doing and he resets whatever server option that got triggered and it is fixed in seconds. Otherwise I have to sit DAYS WITHOUT SERVICE. I actually have to have a mobile backup for my WFH because their tech support is so incompetent. I can't depend on them fixing anything. I never get a discount or any monetary compensation for the loss of service. The sad thing is they blame their incompetence on an automatic chicken door for why their server decides to block my isp/service.

    Business Response

    Date: 03/20/2023

    Hello - 

    Please see the attached response. If any questions please let us know.

    Thank you.

Firefly Fiber Broadband is NOT a BBB Accredited Business.

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