Complaints

This profile includes complaints for Mainstream Fiber Networks, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mainstream Fiber Networks, LLC has 6 locations, listed below.

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  Mainstream Fiber Networks, LLC

  4588 Old State Road 46 Nashville, IN 47448-8264

• 

  Mainstream Fiber Networks, LLC

  PO Box 753 Nashville, IN 47448-0753

• 

  Mainstream Fiber Networks

  2370 Landmark Way NE #102 Corydon, IN 47112

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  Mainstream Fiber Networks

  2370 Landmark Way NE #102 Corydon, IN 47112

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  Mainstream Fiber Networks

  8887 High Pointe Dr STE F Newburgh, IN 47630-7969

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:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On or about August of 2024 began having issues with internet service, this is due to Mainstream upgrading their modems, however, they inadvertently created an issue for many of us in **********, IN because, although the hardware was compatible, the software was not and because of this they effectively had 2 signals in the same line and they were superseding one another. After multiple service calls, they came out and then proceeded to tell me it was my equipment that was creating issue. this proved untrue, they have confirmed this as well, and it was their software the whole time. i have been charged like a clock even though they still have not resolved the problem and or even contacted me to try to mollify me. Literally NOTHING. This seems to be usurious and unfair.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our family was instructed to provide a paid invoice for work performed to repair our invisible fence. The work was completed on Friday 6/7/24. Workers from Mainstream Fiber damaged our fence while working at the corner of our property at ******************************************************************************** at the end of May 2024. We warned them of an underground wire before they began work but the fence was still damaged. This is the second time Mainstream has damaged our invisible fence. I spoke with ***************************** about the damage. Our mailing address is *********************************************. I have not received reimbursement as promised to me by ******************* of Mainstream. Recently, I have emailed and called the company numerous times to no avail. Please help me resolve this matter so that I do not have to file a legal complaint.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 4/23/24, Mainstream came onto my property for the sole purpose of trenching a cable line from the source through my yard to my neighbor's home. This was not for service to my home. I was not at home at the time, but the next day I couldn't believe the damage that they did to my lawn and driveway. They dug up the dirt on each side of my driveway destroying grass and leaving rocks and large clumps of dirt/clay where the grass used to be. On one side, the damage was a path about 10 feet long and 3 feet wide. On the other side, it was 6 to 7 feet long and 3 feet wide. To my driveway, they left mud and make multiple circular tire marks. When I moved in, I obtained internet from another provider. When they buried the cable in my yard, they did not damage the sod or grass. Mainstream was reckless and damaged my property. They do not have the right to do that. I immediately contacted the company, but no one would speak to me about this issue. My neighbors who actually ordered service from Mainstream also suffered some damage, although very minimal. They contacted the company and spoke to a supervisor named ****** who said he would come look. ****** came to my property and told me that he agreed that the damage to my yard and driveway was unacceptable. I told ****** that grass seed was not going to correct this much damage. The rocks and large clumps of dirt/clay would have to be cleaned up first and then sod applied. ****** agreed with my assessment and stated that he would speak with someone and get back to me. This was on 4/24/24. I have made several attempts since then to reach him and find out when Mainstream will fix the damage to my yard, but as of today, no further response has been received.

• Initial Complaint

  Date:07/19/2022

  Type:Sales and Advertising 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.

  Friday 15 2022 I got a email from Main Stream fiber. It said that my contract going be Terminate for a home service on July 12 2022. A tech guy came over and he was Rude. He was mad about the line in the side of yard. He said that not our ****** line. Then he came in side and he said y is the stuff on our line in a mean tone. The line was a old line that they left there. My builder contracter move ever thing when they install the new line. When Mainstream. Finish with the new line. My Contractors. put everthing back around the new wire. Ok then he realized it. was the old wired. He gave me a mean look. Then on the way out i had some bottlerockers from the fourth and he sale do you want sale them and I said no then he walk out mad and didnt say bye. I got that email from Mainstream on the july 12 2022. I called Saturday and they told me to call back monday. Icall on Monday 8 am to 430 they kept saying the guy that I need talk to is in meeting. So I call back on Tuesday and They block my Number. So I dont know why the cancel my contact.

  Business Response

  Date: 07/25/2022

  **************** misstates the facts. On 07/12/2022,a Mainstream technician was authorized by Mr.Dobson to be in his premises troubleshooting a problem. In the course of doing his job, he saw a fast projectile fly past him and was surprised by a loud explosion. Our technician asked **************** if he had just shot a bottle-rocket at our technician. **************** responded by saying,"Yeah, I wanted to shake you up." Our technician promptly left the premises.
  
  Our technician's supervisor, at the direction of Mainstream executive management, accompanied the technician to the offices of the ******** *************************** and filed a formal complaint. That complaint was taken as Sheriff's Case Number 22H14597.
  
  **************** was on month-to-month service and his account was current through July 31, 2022. Mainstream promptly placed him on notice that his service would be terminated on July 31, 2022 and stated it was a result of the incident on 07/12/2022. The termination notice provided enough time for **************** to procure another provider. Mainstream will abandon its equipment located in ******************** house as the Company has resolved to place no employee's personal safety at risk.
  
  Upon receipt of his notice, **************** called Mainstream's offices several times angrily demanding to speak to a manager. ********************* not willing to subject employees to further abuse, had ******************** calls blocked.
  
  Thank you for this opportunity to respond.

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************** i did't shoot a bottle rocket off in my house. Omg y would I do that. My girlfriend was here she heard everthing. He was rude and mad. He was mad cause there was stuff on the old line that main stream left here then he got mad about the wire outside. He ask he he could buy some my left over fireworks i said no he stomp out the house
  

• Initial Complaint

  Date:07/08/2022

  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.

  We signed a contract for phone and internet service. Several years ago. However, we have never been able to use our phone because they tell us frontier has to unlock the space so we can. Yet frontier tells us they have nothing to do with that and we arent their customers. Im order to cancel the home phone line mainstream demands us pay 100$. Even though they failed to provide the service. This has been frustrating. We pay for the phone every month to not use it. We would like a full refund of paying for the phone and to cancel without fee. Unless they agree to come out and hook up the phone. We have nothing to do with frontier.

  Business Response

  Date: 08/31/2022

  Ticket *****: On May 9th 2022 Our voice tech reached out to **************** and confirmed that the phone service works fine if you plug the phone device into our equipment. Our technician let **************** know that he could back feed his house if he plugged our equipment into the wall jacks and disconnected the wires from his previous carrier on the outside of the home. Tech also gave Mr. ***********;the option to purchase new phones that fed from a wireless base station and plug that into our equipment.
  
  Ticket *****: On June 29th 2022 Billing gave **************** contract options to increase their speed while dropping voice service since they are on a legacy plan.  
  
  Ticket *****: August 15th 2022 Voice manager left a voicemail as well as sent a ticket reply stating we would be willing to send a tech out to make the wiring changes to his home for a service fee. This is in line with our policy that if we go to a customers house and the problem is not with our equipment then we charge this fee. He also offered up that **************** could contact an electrician or outside IT company to make the changes if the customer did not wish to pay us.
  
  From my seat, we have explained what the customer needs to do to make it work, offered to change his contract to let him out of it, explained exactly what he needed to purchase if he wanted to get new phones and gave **************** the information to reach out for outside vendors to do the work and the customer has not acted on any of this information. If you plug a phone into the **** equipment his number works.

  We cannot do anything else for **************** unless he is willing to pay for a service call, or act on one of the other options we presented him. All of our current voice customers are functioning with the same set up and information.

   

  Thank you.