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Business Profile

Internet Services

East Kentucky Internet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair 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.
    Internet goes in and out all day long and freezes up , called 4/25 spoke to ***** and he said they have been working on it and have no idea on estimated time of repair . Test the automated system dies not list any repairs being done in my area or outages , no repair ticket was offered to me either , leading me to believe it’s not being fixed
    I work from home my internet is very important that it works when needed
    I pay over 200 month and my bill is always paid and current all I expect is internet that works when I need it ! Want to get the services I pay for

    Business Response

    Date: 06/05/2025

    I am receipt of this complaint but am pretty sure this has been sent to the wrong company.  I have called **** ****** at the number provided and left a voicemail message.  From reading the complaint this sounds like an issue with home internet service.  If that is the case East Kentucky Network nor *********** ******** offers home internet service.  I am happy to assist Lisa with any issues she has with *********** ******** but we do not offer in home internet.  

    Thanks,

    *** ******

    Customer Care Manager

    *********** ******** 

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

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair 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.
    My internet at my residence only works half the month. We have outages when there are no weather issues for days and days. This past weekend our internet was out for four solid days. I had to use my cell phone data for my little girl who is autistic and doesn’t understand why things just do not work, just to help her calm down. I pay 150$ a month for service that works half the month. My wife works from home and has missed hours of work at $40 an hour due to their ****** “intermittent cable” services we pay way too much for when it only works half the month. Check my call logs. It happens way too much and I’ve asked about taking some off my bill and everyone says I need to talk to another department. I get transferred and hung up on: absolutely worst service I have ever experienced in my life for the outrageous prices. They have failed to provide how many days a month on our bill we are out of service nor are we credited for any of that. The highway robbery needs to stop for service that is absolute garbage. And worst customer service I have her seen in my life: you get transferred and transferred until you get hung up on: when you do reach someone it’s certainly never the person who knows anything about anything. Starlink is looking better and better day by day. We can’t live and work with internet that’s out half the month. My internet outages cost me an extra 100-150$$ a month on my cell phone bill as well bc my wife had to use it to work also, on top of needing it for my little girl. We used an insane amount of data on my cell phone bill for December due to our ****** internet being out all the time. I should at least be reimbursed the hours my wife lost for work due to internet outages.

    Business Response

    Date: 02/11/2025

    We were doing a reroute of the plant both coax and fiber at ******** ******.  This has been completed and system upgraded to better serve our customers.

    Customer Answer

    Date: 02/18/2025

    This has been an ongoing issue for almost a year now with service always dropping at least 3-4 times if not more per month since last summer. My internet bill for the year was nearly over 4,000$ when my bill is only 150$ a month. It doesn’t quite add up especially with how often we loose service for days at a time. It wasn’t just a one time occurrence because of the lines being replaced it’s been an issue for a very long time. My cell phone bill has been 2-300$ a month and more because of having to use my hotspot for work and for my little girl because my internet is always out. 

  • Initial Complaint

    Date:02/12/2024

    Type:Billing 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.
    The internet company ********* ************* did not send me a bill until 7 months and I know it’s a billing issue and that needs to be fixed on their end.

    Business Response

    Date: 02/26/2024

    We do apologize customer was reconnected 06-02-23 the session for completion was closed 01-17-24 when found as still open.  This is one of the reasons we setup payment agreement.  Also if you had service reconnected and didnt receive a bill a call needed to be made.

    Customer Answer

    Date: 03/12/2024

     

    Complaint: ********



    I am rejecting this response because:  I suggest that if you can keep my internet service on for the rest of the month and then in April I’ll pay 500 dollars down and then I’ll pay 250 dollars afterwards until the rest of the bill is paid off.



    Sincerely,



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

  • Initial Complaint

    Date:11/06/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 have had Internet services for 7 years with this company. In those 7 years of service I have never went over my data limit of 2,550GB. Last month I was charged $30 for an internet overage of 250gb. I was out of town for 2 weeks of the 4 week billing period and my internet was not used at all during that time with the exception of my camera system.

    After calling customer support, I was told it was an overage because I used too much data and they had no other answers for it. I was directed to a website that would give me a data analysis. I logged into the website and the message I received was No data analysis found (see screenshot).

    I am being charged for data that I am nearly certain I did not use. Checking my usage for the current billing period I am only at 192gb of the allowance and we are nearly 10 days into the bill period. I believe there is an issue with their usage calculator and they are using that to bill me $30 for data I did not use.

East Kentucky Internet is NOT a BBB Accredited Business.

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