ComplaintsforFastwyre Broadband

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2024, I changed my Internet provider to Fastwyre. The package deal l accepted was 49.99 for 1 G a month. The first and the 14th month would be free, plus another month free as l was referred to this provider by my neighbor and we filled up necessary forms for the referral. The day after the installation, I received a 20 dollars bill to my email. When l called about it and said the first month was supposed to be free, the agent told me not to worry. It was just the fee for the first weeks until their system could start a full month’s billing. She said they wanted to make sure l get a full free month. Today, September 3, l received a bill of 57.94. I called again and they said the person who started my account did not actually register my discounts. The agent on the phone said he would try to give me 3 month free as l was told, but his system did not allow him. Then, he said he would give me 20 dollars discount for the following 6 months to make it right but he wasn’t sure when that 6 month period would actually start. He said l would get the first month free (that’s all he could give me) but he wasn’t sure if the system would give it in October or November. When l told him that my actual bill could not exceed 49.99 (the amount l agreed to), he said there was an additional charge of 5 dollars for mailing service, which l never requested or agreed to. When l told him that, he said he would give me a 10 dollars discount for that. But then, he said he couldn’t do it because his supervisor told him he couldn’t (because he already gave me all the other discounts-which l have never received yet). I paid the first bill of 20 dollars (it included the 5 dollar mailing fee l was not even aware of). Now, they want me to pay the 57.94 (higher than what l was told or had agreed to) and they said they will give me all the other discounts later. It is very wrong to do business like this. I request help in this matter please.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a response from this business on multiple issues since January. I was out of service on multiple occasions for multiple days and want some sort of refund on my account. I have asked multiple times January 28th, 29th, 30th, February 2nd, March 1st, another time in March, May at least twice, but I do not have the dates, May 28th, and lastly July 18th. Every time I have called, I have asked for a return call and I have heard NOTHING! We were out of all services provided for over 20 days total and want some resolution to this. If I had another choice besides Cox, I would leave Fastwyre even though I have been a customer for over 30 years. I want some sort of refund or credit to our account.

  Business response

  08/11/2024

  Please refer to attached response. Thank you!

  Dear BBB,
  Fastwyre Broadband reviewed the issue and a credit of $34.92 was issued to the customer.
  
  We are hopeful this resolves the customer's concern but remain available to further discuss if
  needed.
  
  Thank you,
  *****

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 7, 2024, we called Fastwyre Broadband (Sulphur, LA) to cancel internet service. They hung up on us and immediately cancelled our service. Internet and phone was disconnected. They did not call back/explain anything for next steps. (Did not get the representative's name) 5/8/24 Received an email that service had been cancelled. No mention of any actions we needed to take just that we would be billed 25.62 (4.04 for taxes and service fees). We are not in a contract. 5/16/24 we received notification that we had been auto billed for 130.79. And that our total was now a negative 103.12. 1) Why were we charged this much? 2) This does not add up to agree with the taxes and service fees. 130.79 - 25.62 = 105.17 Not sure what happened with the 2.05. 5/16/24 We called on the bill (Talked with *****) 1) The told us that we did not cancel auto pay. We said, doesn't it make since that if we canceled our service that after their fees were paid (which are still not sure what those fees were) that this automatically happen. They said no, that we had to request it. This seems illegal for them to continue to charge for services they are not offering. 2) We inquired how to get the check: - They told us we would have to request a check, so we requested a check - They said they would send a check when they received the equipment back. - We requested the return label, and we were able to get that. And returned the equipment. 5/21/2024 - Called to check on check-Talked to ******, who said a check would be mailed once equipment was received. 5/29/24 - Equipment was received 7/1/24 - Statement mailed out. 7/15/24 - We opened the statement. We still had a credit. No check. 7/15/2024 - Called, talked w/ ******. Who told us that we never requested a check and that we needed to do that. We requested the check again. We want the amount owed 105.17 not 103.12. And I want them to have to change their auto payment system.

  Business response

  07/23/2024

  Please see the attached response. Thank you!

  Dear BBB,
  Fastwyre Broadband attempted to contact the customer to discuss this issue; however, we were
  unable to and left a voicemail noting that the refund check was being processed and should be
  delivered to them soon. We also verified that the customer’s equipment has been returned.
  
  We are hopeful this resolves the customer's concern but remain available to further discuss if
  needed.
  
  Thank you,
  *****

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company sent the residents of our area an email saying that cell phone service would be upgraded from 2G to 4G and that we need to get new phones. This was in March. It is now July and the upgrade has not happened, at least not for our rural area. We have no cell service and even for months and months previously the service has been barely functioning, such as being able to make only some calls but not being able to recive any, nor voice mails. So if Fastwyre reads this, don't try to call my number, it does not work. Email instead. I have called them many times, never getting anywhere. The only people you can get on the phone are their tech folks, who always say they'll report the problem and nothing ever comes of it. I just want to cancel my cell phone service with them at this point and get a refund for all the months it hasn't worked, but I can never get anyone on the phone to do this for me. I also have internet service and a landline with them, and I'll keep those because they at least have been working most of the time. I have tried calling multiple times, I've emailed, I've threatened to stop paying my cell phone bill, and now I'm trying here. Will anything ever get their attention?

  Business response

  07/16/2024

  Please refer to attached response. Thank you!

  The customer disconnected their cellular service on July 13, 2024; however, they are still purchasing Fastwyre’s home phone and internet services. We attempted to contact the customer to discuss this issue and determine whether we can assist with anything; however, we have not been able to reach them yet. We are hopeful this resolves the customer's concern but remain available to further discuss if needed. 

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Someone did finally call my landline after I threw a massive cyber fit. I can't fault their poor employees; they are always friendly but I think they are as powerless and as tangled up in this non-functioning company as their customers. She assured me that my cell phone would be disconnected. I received a disconnection notice via email on July 10 that says my cell phone is disconnected, but lists the disconnect date as "not available" (see attached email copy from July 10). 

  Well, today is July 18 and my cell phone is still connected, (as I found out when reaching my old cell phone voice recording when calling from my landline) and I just received a fresh bill from fastwyre with my cell phone charge still on it.

  In addition, there has been NO communication about the promised 50 $ rebate that was supposed to be on our "next" bill as of April (see attached email from April 2), nor any refunds for months of non-functioning cell service. For months, we have not been able to receive calls; they go straight to a voice mail which we can no longer access. My poor neighbors are going through the same hell with fastwyre right now as well. They did purchase a new phone and got a new sim card as instructed in the April 2 email, but their phones work no better than before the "upgrade".

  The most egregious thing remains that it is impossible to reach any fastwyre customer service on their phone line; apparently it takes throwing a fit via BBB to get any response at all.

  Here is what I want to happen:

  1) disconnect my cell phone service immediately and STOP sending me more bills for cell phone service.

  2) put that 50$ rebate promised in April (!) on my bill

  3) give me some sort of refund for the months when our cells didn't work and we couldn't reach customer service. I mean, it's been about 6 months at least! 

  
  Sincerely,
  
  ******* ***

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lost internet around May 7. Contacted Support to get Internet back as soon as possible as I run a business from home. They kept promising someone would be out soon kept waiting and waiting and finally couldn’t wait any longer and ended up having to get a different Internet provider. They finally contacted me after that which ended up being about seven days to come repair. I just ended up canceling and saying you guys haven’t even provided me Internet And had to move on. Now they are threatening collections on whatever they deemed I owed for me when I didn’t even have Internet plus I think they added cancellation fees. This company has egregious business practices, terrible customer service, and techs to take absolutely forever to come out and fix something. And then they try to charge you for what you don’t have.

  Business response

  06/19/2024

  Please refer to attached response. Thank you!

  Dear BBB,
  Fastwyre Broadband corrected the customer’s billing and provided a credit for the time they did
  not have internet access. We also attempted to contact the customer to discuss this resolution;
  however, we were unable to reach them and left a voicemail.
  
  We are hopeful this resolves the customer’s concern but remain available to discuss if needed.
  
  Thank you,
  *****
  ***** *******
  SVP Regulatory Affairs ? Fastwyre Broadband

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For years, I have paid Fastyre for 25MBPS of internet at my rural home. It is the only provider available to me. On the best days, I get 8-10 MBPS. They have ZERO problem taking my money. Finally, I was able to get a tech on the phone to diagnose a problem. It is absolutely nothing on my end. They were supposed to send a tech 6/4, from 0800-1200hrs. They were a total no show. I called (for about the 100th time) sat on hold for 15 minutes, then hung up and came here to report them. At what point is "We're sorry and we apologize" not going to cut it. I want this company held accountable. As I said, I pay them every month and get less than HALF of what I am paying for. Its just robbery at this point and I cannot seem to do anything about it. If I could use the market to go to another company, I certinly would, but nothing else it out there that I know of. I checked Great Plains *************** **** ******* ***** etc. Ive decided to complain to you, to my elected officials, etc. Please put pressure on this company to hold themselves accountable. If they are going to sell me 25MBPS - give it to me. If they can only give me 8, charge me accordingly. There is nothing like having a job I can WFH at, but needing to go to the office to use the internet. It's pretty infuriating.

  Business response

  06/27/2024

  Please refer to attached response. Thank you!

  Customer response

  06/27/2024

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fastwyre installed service to my house promising to bury the cable in my front lawn. I had installation a month ago, cable still has not been buried. I have called numerous times and have received 4 different ticket numbers from Tech Support and still nothing has happened. Tech Support says there is nothing else they can do. I just want the cable buried so I can mow my lawn.

  Customer response

  04/17/2024

  The issue is now resolved. The company has sent some one out and they buried the cable. No more issue.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took over Cameron communications. I think in July 2023 . And failed to tell anyone that they don’t have to have a phone line for WiFi . And continued on billing ppl. Mine was 120.00 a month for just WiFi because of the phone line. Which we didn’t have a phone. Most people these days don’t have home phones they have cell phones. I just found out last week some people are paying 70,0 a month for WiFi. So since July 2023 I have been paying for a phone line. Which I never had a phone. I think ppl should get a refund for all these months. They said no. I would appreciate it if y’all can look into that because that’s totally wrong.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started out having ******** ********* service in 2022 & then the company was bought out by Fastwyre. My internet svc was reliable until Feb. 2024. For the majority of Feb. my internet service continued to cut off several times a day. (Usually between my work hours between 1130PM -8AM). I have always worked from home & I advised Fastwyre that having reliable consistent svc is imperative to me. I called technical support on a Thursday morning and was told the issue needed to be escalated to the level 2 technical support. I would be called back within 24-48 hours. That never happened. That following Monday After 48 hrs. I called & each day after and advised I was unable to work because my internet was not working. I continued to be told to wait for technical support to contact me. After waiting 4 more days, I went into the local office and spoke directly with ****** in level 2 tech support & he told me that he was a supervisor & he would have a tech come out to my home that same day & they would call as well. I reiterated the importance and how I haven't been able to work in the past several days. No one called, nor came out. The next day a tech appeared in my yard & said that he was just given my address by dispatch. He didn't know what the issue was & he didn't have any tools w/him. He also stated he wasn't skilled in troubleshooting dsl, he only worked w/fiber. Another night of work I missed. I then called to get a credit applied to my bill for the month of Feb. I was given the run around & was told I needed to speak with a cus. svc supv. I was told they were not avail. on 3 different occasions & that one would call me back. No one ever did. I again went into the office in person to request to cancel my svc & have a credit applied to my account. I was told the supv should call me back but most likely wouldn't. I need the mo. of Feb credited back & not to be charged for this new month. Since I cancelled service on March 6th & still no supv call.

  Customer response

  03/27/2024

  I have still tried to reach Fasttwyre and they refuse to adjust my bill by saying they can only have a supervisor do it.  However there is never a supervisor available.  They say they will have a supervisor call but they never do.  Now today, I received an automated call stating that my bill is past due and if not paid in 10 days they will report it to collections.  I have excellent credit and I do not want it ruined because this company does not care about doing the right thing.  I cancelled my service wirth them on March 6, and they did not even adjust the bill for that.  I am unsure what to do, because I don't believe they care about their reputation in Nebraska. I know for sure they don't care about their customers. 

  Business response

  04/02/2024

  Please refer to the attached response. Thank you!

  Re: BBB Complaint #******** * ***** *****
  
  Dear BBB,
  Fastwyre Broadband reviewed its records and verified that we called the customer on March 20,
  2024; however, the customer did not answer, and we left a voicemail. Based on the customer’s
  cancellation date, Fastwyre will issue a $22.36 credit to the customer.
  
  Thank you,
  *****

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

   lack of communication and and technical assistance received from this co. 

  Business response

  03/12/2024

  Dear BBB,

  Fastwyre Broadband dispatched a Technician to the customer's premises on March 5, 2024. While on-site, the Technican met with the customer and resolved their issue. At this point, the customer's service is working as designed.

   

  Thank you,

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

*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. ↩