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Business Profile

Internet Providers

NeuBeam

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:08/13/2022

    Type:Customer Service 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 signed up for Neubeam internet through the ********** ************ ******** When I was unsatisfied with their service for several months, I decided to cancel after a service technician came to our home and said that there wasn't anything he could do to get us better service. We would have to deal with our internet being spotty and going in and out. I decided that I could not afford to pay for something that doesn't work for me. The ********** ************ Program states that there are no early termination fees if we received their benefit, yet Neubeam has not removed the charge and has very unpleasant employees. I emailed Neubeam about this matter on July 27, 2022 and told them I wanted to disconnect services and that because I enrolled through the **** I am not subject to the early termination fee. They responded and told me that the service would be disconnected and that I would be responsible for the fee. I responded to their email and reminded them again that I was enrolled through the **** which I never received a response to. I let them know that they should be ashamed of themselves for even trying to charge an early termination fee to someone who doesn't even get good service and that there's 'nothing they could do about it'. I then called the billing team on August 1 and went over the same thing. I was told I would receive a call back within 24-48 hours and that never happened. The ticket # for that call was XXXXXXXX. I called the billing team again today, August 13, and again I was told I would receive a call back because they couldn't resolve it at this time. The ticket number for that call was XXXXXXXX. I would like this charge removed from my account. This is ridiculous that I have to reach out to the *** before this is done. Thank you.

    Business Response

    Date: 08/29/2022

    Business Response /* (1000, 5, 2022/08/18) */ Hello: We would like to apologize for the early termination fee that was charged to your account. Per the *** rules, we are not allowed to charge an early termination charge and that charge has been removed from your account. We would also like to make sure you are aware, though, that as long as your devices continue to connect with the DSL service at your house, you will continue to have slow speeds, regardless of the broadband service that you subscribe to. Our technician's notes say that you were receiving the subscribed 10 Mbps down / 5 Mbps service at your router, but your television and other devices were connecting to a *** service. In order to get high speed service with any provider, you will need to make sure that the previous *** service is removed from your devices. Thank you for your business.

NeuBeam is NOT a BBB Accredited Business.

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