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: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.

  Visionary Broadband is attempting to switch everyone over to their fiber connection, but it is not available everywhere. As the wireless nodes are either going down or being shut off intentionally around town, signal strength and reliability has degraded immensely. They are unwilling to charge less for a service that is not what they advertise. I am supposed to receive 100/100mbps speed, and I currently get 25/25mbps with spikes of up to 90% packet loss. This results in gaming sessions and video streaming to be choppy and unusable or to completely disconnect me. The technician that was last at my home admitted that my main point off access had been switched off, but no fix was provided to fix my service to a usable state. Over the last few months, service has gotten slower and more unreliable. This is a very dishonest method to force users to switch to their fiber.

  Business Response

  Date: 10/04/2023

  Complaint: Visionary Broadband is attempting to switch
  everyone over to their fiber connection, but it is not available everywhere.
  Response: Visionary Broadband has been investing in upgrading
  our service in Gunnison, CO with the fastest, most reliable broadband technology,
  fiber optics.  As with any fiber build,
  this is an ongoing process and is completed by zone but is heavily dependent upon funding,
  weather, supply chain, and contractor availability, among other things.
  

  Complaint: As the wireless nodes are either going down or
  being shut off intentionally around town, signal strength and reliability has
  degraded immensely.
  Response: As we are investing in building out the new fiber
  network, we are not upgrading the wireless network in the planned fiber zone
  areas.  However, we continue to manage
  and maintain the current wireless network.

  Complaint: They are unwilling to charge less for a
  service that is not what they advertise.
  Response:  We have provided
  Mr. Starks with credits on two separate occasions
  - 7.18.23 we issued a credit of $64.93
  - 8.03.23 we issued a credit of $64.93
  

  Complaint: I am supposed to receive 100/100mbps speed,
  and I currently get 25/25mbps with spikes of up to 90% packet loss. This
  results in gaming sessions and video streaming to be choppy and unusable or to
  completely disconnect me. The technician that was last at my home admitted that
  my main point off access had been switched off, but no fix was provided to fix
  my service to a usable state.
  Response: We have been unable to corroborate this
  accusation.  We have not found any
  equipment that was disabled, nor purposely shut down to make the wireless service
  unusable.  We have completed all troubleshooting
  with Mr. Starks and determined that due to the issues he is experiencing with the
  wireless service, the solution is to move him to our state-of-the-art fiber
  network.  Doing so would provide increased
  speeds up to 300M/300M or more, improve packet loss, as well as provide Mr. Starks with
  access to the most reliable technology that is offered in the broadband industry
  today.

  Mr. Starks occupies a home that IS located within a live fiber
  zone.  However, due to complications related
  to his home being located directly behind the primary home on the lot, there are no utilities that are provided directly
  to his rental.  The utilities are
  provided to his home indirectly, by extending the drops from the primary home on the lot.  This would be the case for our
  fiber optic cable as well.  There is no
  direct path from the utility pole to his location.  However, the primary home can be used to
  extend the fiber to him, so long as the occupant of that location approves it.  They are required to sign off on our fiber drop
  access agreement which allows us permission to use their home to extend the
  fiber to Mr. Starks location.  Mr. Starks
  is aware of this necessity and has not yet submitted the signed form allowing
  us to permission to do so.  This is the only
  hold-up to moving him from the wireless network to our state-of-the-art fiber optic
  network.  Moving forward without permission
  puts our company at risk.
  
  Complaint: Over the last few months, service has gotten
  slower and more unreliable. This is a very dishonest method to force users to
  switch to their fiber.
  Response:  A
  resolution has been provided to Mr. Starks. 
  Once we have the signed fiber drop approval form in hand, we can move
  forward with the solution. 

  The goal is to move our customers from an aging and less
  reliable service to the new fiber network we are building.  Our customers will experience improved
  service, speeds, and reliability at little to no cost to them.  For those customers who are in a live fiber
  zone, we are offering a price match to their current monthly cost.  In Mr. Starks case, he will receive 300M/300M
  fiber at the same price he is pay today for his current wireless connection.
  - $59.95/month
  - WAIVED Fiber installation fee
  - No contract term, no buyout fees
  
  Summary Response:  The
  accusation that we have used dishonest methods in order to force customers to
  switch from wireless to fiber is baseless and simply not true.  As you can see, it is to the customer benefit
  to move to fiber when it becomes available. 
  In Mr. Starks case, it is already available and will be provided at no
  additional cost to him.  We simply are waiting
  to receive the fiber drop access agreement signed by his neighbor in order to
  move forward with moving him to our fiber network.
  
  We are happy to try and facilitate the return of the signed form with the
  neighbor but are dependent on their timing and response.