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:07/14/2025

  Type:Billing 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 have been paying for spotty fiber **************** for 5 years. We called in March to finally try to remedy. We know we have not had service since September of 2024. It is a vacation home that is several hours from our primary home. They can easily track usage. We have cancelled our service effective today. We asked for a credit back to March 2025. They want to only credit back to May 2025 saying they can only remedy when they know about a problem - they have in their system we called several times in March 2025. They said they would meet us in the middle and credit to May - that is bad business.

  Business Response

  Date: 07/21/2025

  Dear **** ******,

  
  We appreciate the opportunity to provide additional communication regarding your concerns about your ***************** We understand this issue has caused you some distress, and we take your concerns seriously.

  We pride ourselves on the services we offer and the subscriber experience. Our goal is always to provide reliable service and timely support, and we appreciate the chance to clarify the timeline and our response.

  As you mentioned, you did contact us in March when a person who identified themselves as your brother reached out with issues, though at the time he called, he was not on-site to help with troubleshooting the issue. Though he was not at the location, our support team was able to verify at that time that the fiber equipment (ONT) was online and receiving a strong signal, indicating there were likely no issues on our end. Your family member indicated that he would call back if he needed any additional assistance.

  Since then, there was another series of technical support calls in early July from July 3 9.

  On July 3, you called in to report issues with your internet service. After rebooting the ONT, you were still unable to access the internet. Our technical support department identified that your ***Mo equipment was on and receiving service, indicating the issue was likely with your Belkin router, which was not provided by ***Mo.When our representatives contacted you to report this, you indicated your internet was working.

  On July 5, you reported intermittent internet issues. Our service technicians confirmed at that time the ONT was working and not reporting any errors on our end. When we reached back out to continue troubleshooting, you ended that call. We followed up on July 7 and left a voicemail for you to call us if you were continuing to see issues.

  On July 9, one of our supervisors reached out to offer one of our install technicians to visit the location and review the equipment. You indicated you did not want us to take this step and that you had experienced issues with your service as far back as September 2024 and requested a backdated disconnect and refund to September.

  At that time, we explained that although we understand the frustration, we had no record of service issues or trouble reports prior to March 2025. Based on our records and in the spirit of customer service, we offered a credit back to May 1, 2025, which is 70 days prior to the disconnect request.

  Our policy is to begin account review and potential billing adjustments from the time a service issue is reported. Since we first received a report of trouble in March 2025, and the most recent activity was in July, we felt it was fair to credit the account back to May as a compromise, exceeding the standard practice of only adjusting from the date of resolution attempts.

  We strive to be fair and reasonable, and while we cannot verify service issues from September ******************************** service tickets during that time, we made a good-faith effort to meet halfway.

  A billing adjustment has been issued to reflect a backdated disconnect effective May 1, 2025. We believe this represents a fair resolution given the timeline of reported issues and our documented troubleshooting efforts.
  If you have any further questions or if theres anything more we can do, we would welcome the opportunity to discuss this further. Our commitment remains to providing reliable service and responsive support.

  Sincerely,

  ***** ten ******

  Customer Answer

  Date: 07/21/2025

  Complaint: 23595694
  
  I have reviewed the business' response and am rejecting it because you missed the piece of how many hours we have spent on Technical Support over the Fourth of July holiday - what was supposed to be time with family? We logged hours on the phone with you guys each day. Also, when our family member called in we dont live at the property so when we call in and you make us jump through the turn it off turn it on unplug the router turn the router back on stand on one leg while turning off, etc. It does not allow for someone that doesnt live at the property to get much support from you guys. We did not have service since September we called in March. It is not fair or equitable to say you will give us back to May.  You should reimburse back to when you were first notified. You can very easily confirm we were using no data. 
  
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/22/2025

  Dear **** ******,

  We understand how frustrating it can be to experience technical difficulties,especially during a family-focused holiday weekend.

  From July 3 July 8, our records and call logs indicate a total of six calls with a combined duration of one hour and thirteen minutes. During those support calls,our technical team confirmed that your Optical Network Terminal (***) was receiving service and that there were no reported errors with Co-Mo Connects equipment. The issue appeared to be isolated to your Belkin router, which was not provided by Co-Mo Connect.

  Our records show similar results following your support call in March. In both instances, diagnostics indicated that ************* was being delivered to the ONT without error. Because the issue appears to be related to a third-party router, troubleshooting or support would need to be handled by you or by contacting the manufacturer of that device.

  We understand the inconvenience of trying to resolve technical issues remotely,and that is why we offered in March to continue troubleshooting once you or a family member was physically at the location. At that time, your family member indicated they would call back if the issue persisted, but we did not receive further contact. In July, we offered to dispatch a technician for an on-site review, but you opted to decline that offer.

  Although both service tickets confirm that ************** was functioning properly and the issue lies outside our network, we made a good-faith effort to meet you halfway by applying a billing adjustment with a backdated disconnection effective May 5, 2025.We believe this is a fair and reasonable resolution based on the circumstances and available data.

  Sincerely,

  ***** ten ******

  Customer Answer

  Date: 07/23/2025

  We were told by COMO tech that the router was not the issue. It is always convenient to blame on a third party. This business told us they can only credit back to when they were informed of a problem and are now trying to go back on their word. This is bad faith. They were notified in March. It is not a third party router - the router is fine and the technician confirmed it was not the router. 

   

• Initial Complaint

  Date:05/18/2023

  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.

  We've had ongoing billing discrepancies since last summer. They didn't put in our ACP credits like they were supposed to. Had to call multiple times on multiple occasions to get it sorted out and it has never been sorted out. Now they have had our internet service disconnected, but are still charging us more, even tho we don't have that service anymore. The reason we don't have that service is because we never got the ACP credits monthly like we were supposed to due to CoMo's negligence. Bills up to like $340 something now, they are still charging (robbing) us, and we've had a different service provider for over a month now. **********

  Business Response

  Date: 05/26/2023

  ****,
  
  Thank you for bringing your concern to our attention. At
  Co-Mo Connect, we take all complaints seriously and strive to provide top-notch
  customer service.
  
  However, we believe we have gone above and beyond to assist
  you with this matter and provide excellent customer service during this concern.
  The Affordable Connectivity Program (ACP) has many processes and regulations.
  We feel that we have done everything in our power to help you understand and
  comply with the regulations. However, during the time you mentioned in your
  complaint there were instances where a lack of information provided by you or
  actions taken by you affected the application of your benefits to your bill.
  
  We understand that you applied to us for ACP benefits on
  Sept. 22, 2022. However, your submitted form lacked the information needed to
  process your application. Therefore, we requested this information from you and
  received it from you on Nov. 30, 2022.
  
  When we received this information, we promptly submitted
  your application for approval on Dec. 2, 2022. Still, the Universal Service
  Administrative Company (USAC) indicated that you already had ACP benefits with
  another provider, something that you did not indicate to us, and additional
  paperwork was required to process the transfer of benefits.
  
  When we notified you of the lack of information on Dec. 2,
  you promptly gave us the proper paperwork to transfer the benefits. As a
  result, we received approval from the USAC on Dec. 5, 2022. We enrolled you for
  ACP benefits for December with a $30 credit to your account. You continued to
  receive this benefit through February 2023.
  
  In March 2023, we received notice from USAC that you had
  transferred your ACP benefit to another subscriber as of Jan. 6, 2023. As a
  result, you were no longer eligible to receive an ACP benefit. As a result, we
  removed your ACP benefit credit since you were no longer eligible due to the
  transfer starting in February 2023. We then backdated a debit to your account
  of $30 so you would pay the amount you owed due to the lost ACP eligibility in
  February 2023. During this time, you did not contact us to correct the matter,
  and your bills continued without the ACP credit until May 17, 2023, when you
  were disconnected for non-payment.
  
  Thank you again for bringing your concern to our attention.
  Please do not hesitate to contact us if you have any further questions,
  concerns or would like to provide additional feedback.
  

  Sincerely,

   

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