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Business Profile

Internet Providers

Sunwire Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 3 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:06/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Automatic payments went through to sunwire on Feb 3 2025 and March 3 2025 after cancelling my internet account on January *******. Sunwire is claiming they sent my account to ******** and that they don't have my money. ******** however has no record of me having an account at all since it was cancelled.

    Business Response

    Date: 07/03/2025

    Hello,

    We've communicated directly with ******** who advised they are sending a manual refund for the full amount of $203.28 by Xpresspost first thing Monday morning. Client has also advised they disabled their automatic banking payments they had configured to pay Sunwire so this should be fully resolved.

    Customer Answer

    Date: 07/03/2025

     
    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,

    Alia Kreuzhofen

  • Initial Complaint

    Date:30/12/2024

    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.
    i moved to the above address and was to have cable service provided on dec17 by eastlink/sunwire... ******** now owns sunwire. finally on dec23 eastlink came out to fix install my line. . told me they would be back the folowwing day to replace the line from pole to house, to avois using a splitter. ********/suwire never showed up. now sunday yesterday my internet cable is not working again, called sunwire which in turn say that they have to wait 24 hours for ******** to get back. i am losing alot of money from work do to know phone, internet. already 1 week later now my cable is down, with news yrs coming who knows when they will show up, need them eastlink-sunwire to show up asap this is not right what they are doing to me. i would like to be compensated 1 year free cable internet for the money i lost and 85 i paid to sunwire for service on dec 23

    Business Response

    Date: 07/01/2025

    Hello there,

    We're sorry this customer had this experience and didn't get their services fixed as promptly as is typically expected.

    Shortly after this was sent this customer's technical support issue was resolved.

    As a courtesy we'll provide a month of free service on the account.

    We appreciate this customer's business.

    *** *****

    Operations Manager

    Sunwire Inc.

  • Initial Complaint

    Date:07/03/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    After three and half years of using Sunwire internet service, one fine day the modem stopped working. I was asked to unplug the modem from the current point and plug it into another point to test it, but it still didn't work. I was then asked to send it back and they sent me another modem that worked. A few days later I was told that the modem they received was not working and I had to pay the full price for that modem because I didn't take care of their modem and I damaged and destroyed it. I explained that all I have ever done with any modem is plug it into the surge protector and it just sits there. Why would I have to pay for a modem that is a rental and may have been faulty in the first place. To unilaterally blame me for destroying their modem without any proof and then bullying me into paying full price for an old modem goes against similar internet service. This after I already agreed to stay on due to years of loyalty and was paying $10 more than what I could get with an alternative service in my area. The sales retention guy I spoke with said that he could give me a $5 discount for my current service, even though I could get better service with the same modem and a better router for $40. Due to loyalty and a respectable discussion with the customer retention guy, I agreed to stay on month to month as before. Now they are trying to rip me off threatening to charge my credit card and send my account to collections if I don't pay for a brand new modem to replace their old defective modem. This is not how business should be done. I need someone to help me resolve this situation, as they rudely kept slamming the phone down on me while I was trying to talk to them. When I called back, the manager refused to come on the phone claiming he was busy, and someone else just threatened me to pay up or they would send my account to collections.

    Business Response

    Date: 07/03/2024

    Hello there,

    We were made aware of this complaint this morning and immediately reviewed and determined the handling didn't meet our high standards of customer service we're known for.

    We reached out to **************** right away and advised him of this, credited him for the equipment, and also paid for his March monthly services as an apology and thanks for his business.

    He confirmed to me he's happy with the resolution and I believe this matter should be considered resolved.

    Let me know if there's anything else you need.

    Regards,

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

    Operations Manager

    Sunwire Inc.

    Customer Answer

    Date: 07/03/2024

     

    Here is a written confirmation that the complaint has been resolved.

     

    I am very impressed by the speed with which the complaint got resolved through the Better Business Bureau. I tried contacting the business and after spending hours and multiple calls speaking with customer service, and one part call with a billing manager who just cut the call and refused to speak to me when I called back claiming he was busy, I was frustrated. They also charged my account and was threatening to take the money from my pre-authorised credit card, and said that if I didn't pay up, they would send my account to collections. This after being a customer for three and a half years, and sending in their mal-functioning modem for a replacement. The modem cost only $132, but the principle and the way they bullied and threatened me was demeaning. Some of their new customer service hires are young and inexperienced and need more training.

     

    The email sent from the Better Business Bureau, reached the right people at the company. It was sent this morning, and they immediately had a meeting, got all the facts and resolved the issue with an apology in writing for the inconvenience because apparently this wasn't company policy, and the charge for a brand new modem was removed and they also offered to waive this months charge due to the inconvenience.

     

    This is the first time in my life I reached out to the BBB, and I am very impressed with the way you'll provide a voice and support for customers when dealing with businesses.

     

    Once again, thank you for your help. Have a wonderful day,

    ******

Sunwire Inc. is NOT a BBB Accredited Business.

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