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:11/12/2024

  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.

  When I first signed up with them I was told that this would be a high speed internet without any limit and I would have no problem. It was very reliable. And it was fantastic for quite sometime. Suddenly I started having issues with it. Completely losing connection very frequently. Most nights it takes 1 1/2 hrs. to watch a 1 hr movie. It would drop calls very frequently. And spend a great deal of time loading. I called they walked me through the whole song and dance. Turning the modem off and on and doing a reset. It never got any better. I called to see what els could be done. Their solution was for me to pay for more internet. I told them I didn't need any more or faster internet. I just want what I had it worked great until recently They told me it couldn't be done without purchasing more internet. I asked why? All I'm asking for is the same exact internet that I have had for the last couple years that has worked just fine. They told me that's what I have and it won't work anymore. Again I asked why? I was told it was overloaded or something in the high use times. I said.. I can't continue with the service I had because there is to many people using it? I dont think its my problem to pay for as I see it. They said they could set me up with the next level package for just $10 a month. I told them I didn't need a higher or bigger or better package. I just want the package I originally had the way it originally was. I don't think that is unfair of me or wrong to expect. I had great internet for about 2 years. It was as it was supposed. I felt at that time they completely honored their deal. Now I feel they are completely dishonoring their end of the deal. The bottom line is.. i just want what I was supposed to get for the amount I'm supposed to get it for. I would just like for Neubeam to do the right thing and honor our agreement. Be the company that takes care of their customers, not the company that take advantage of your customers.

  Business Response

  Date: 11/25/2024

  Mr. **** was initially installed in February 2022 with a package that was well-suited to his internet usage at the time. However, we noticed in November 2023 that his usage has consistently exceeded the capacity of his current plan, with demand ranging between ***** Mbps. His package only supports up to 15 Mbps, which is no longer sufficient for his needs.

  We first identified this overutilization about two years ago and proactively offered an upgrade to a higher-speed plan. At that time, Mr. **** opted not to proceed with the change. Most recently, on October 16, 2023, we reached out with another solution to upgrade his package, which would include both new equipment and technology at no additional cost to him beyond a $10 monthly increase. This upgrade would provide him with four times the speed availability he is currently experiencing, and the retail value of the new equipment would have been $250, fully waived as part of this offer.
  
  Unfortunately, Mr. **** declined the offer and has since stopped responding to our follow-up communication attempts.
  We remain committed to ensuring Mr. **** has the best possible service. If he would like to discuss other options or revisit the recent offer, we would be happy to assist.

  
  

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is my only option. I don't get how I could be using more than what was originally agreed upon when the original agreement was for "UNLIMITED" high-speed internet. But it seems they have me backed into a corner. They have control of everything. They say I've been using more then what they say was our original agreement. Since 2022 I believe that was the date they said it was. I haven't had any problem with it until a few months ago. I believe they have to many people running through to small of a system. I have reached out to the neighbors on our local ******** page. It seems there are a lot of people experiencing the very same problem. They seem to be quite angry about the situation. Most people are changing to a different provider. Neubeam has expressed to me their position in all of this .I've been told by their customer support that "they could just pull our plug." So at the risk of them doing that and the fact that it takes being on a waiting list for about a year and a half. I have no option but to agree that my locked in rates aren't locked in and my unlimited high-speed internet is no longer unlimited high-speed. I am terribly frustrated to have to give in and allow them to charge me more for the same thing I've always had. High-speed internet that worked great for us. So yes you win. I will take the cost waived new equipment. And the internet package you said I would get. And I would like to know exactly what that means. I would like to know what it is that I am getting for the money your waiving. As well as how much high-speed internet will I be getting? Also I would like a clearer picture of my interest losing its high-speed abilities. What date in the month does it renew? Because it never seems to be refreshed at the beginning of the cycle. Its always slow and lagging. Our wifi doesn't connect the distance it used to. I used to be able to talk on my phone using the wifi all the way to the end of our dock. Or sitting in my truck. Now it doesn't seem to work if you just step outside. 

  
  

  So in short, yes I am agreeing to their terms $10 for what is 4 times what we need. And the equipment with the cost waived. 

  
  

  I am agreeing not because I feel it's a good deal but because I have no other choice. 

  
  

  If I'm misunderstanding our original agreement then my apologies. I just thought unlimited high-speed internet ment unlimited high-speed internet. 

  
  

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 12/19/2024

  It seems that since agreeing to neubeams turns. But feeling like it was still to their benefit. But I have not **** anything back.

  Business Response

  Date: 01/02/2025

  We have attempted to contact Mr. **** over the phone to discuss next steps and explore solutions tailored to his needs. Additionally, we would like to clarify the difference between his chosen speed package (15 Mbps) and unlimited internet. 

  Speed refers to how quickly data can be transmitted to devices. While 15 Mbps is sufficient for many activities, actions that require higher data transmission rates, such as HD streaming or gaming, may experience buffering or lag. On the other hand, unlimited internet pertains to the amount of data that can be used, with no cap on usage. In summary, unlimited internet means theres no limit to how much data can be used, but the speed package determines how quickly that data is delivered.

  Customer Answer

  Date: 01/29/2025

  Also, I'm having a hard time getting a WI. Fi Sigma out to my date that works off of a WI. Fi system. So I would like to know, does this new equipment have a stronger signal? Or do I need to purchase something that woom make the signal stronger and receive from further? I'm not sure how to do this, but it's pretty important to get it done.
  
  Thanks again,
  Nik 

   

  ________________________________________________

  Im not sure what is going on. This seems to be about as slow as the issue I'm having. If you are calling my phone. I don't always have availability to answer. I often struggle with service at home. Also I have never received a voice mail from you. No emails or text messages either. I have no other choice but to go with whatever your offering. I will pay the additional fee of $10.00 a month. I understand this is going to give me 4 times the speed i currently have. I imagine that will allow for a lot of streaming, gaming (which we don't do), and all the downloading and uploading of documents, pictures and scrolling that we could ever do with 4 people 2 adults one 3 year old and a 19 month old. Including the new equipment. Eith that being said.  Can we please start the process of this ASAP.  I imagine that would start with the internet upgrade and scheduling a time for a tech to come and change out the equipment. Please let me know how to schedule the appointment for the installation of the new equipment. Or if that's something I have to do. Either way is fine with me as long as we can start making the changes. 
  
   
  
  Blessings, 
  
  Nik

  Customer Answer

  Date: 02/14/2025

  I guess it's resolved.  I think they should be a lot more clear about what they are selling people. I was unable to get anywhere with them. They took no responsibility. And what's worse is that is that they made me sign a 3 year contract so now if I have any issues with them. I will still be held responsible to pay part of that contract.  There was nothing mentioned about a contract through all our discussions the you.