Complaints

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

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  WhiteSky Communications, LLC

  6451 McFarland Blvd Northport, AL 35476-3413

• 

  WhiteSky Communications, LLC

  2201 Lakeside Blvd Richardson, TX 75082-4305

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:09/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My internet service has been out since 7PM yesterday. I have called, and emailed support and created multiple tickets, and was told that my issue was being escalated at 2AM. I advised them, that I work from home and need my service or I cannot work, and still this morning at 9AM, no resoulution, no one has contacted me by phone or email. I called again this morning and got a ride, inconsiderate *** on the phone , that sounded like I was bothering him bcuz my service is still not working, and when I asked questions, he just kept saying" he has no information", and a tech will reach out eventually. This has been an ongoing issue since I have lived at this complex, and I will have to move in part, due to this bad service from this company. THEY do not care about their customers, there is NEVER any urgency when the service is out, and the fact that we are paying for this kind of service is outrageous.

  Customer Answer

  Date: 09/18/2025

  To incude my full name as requested which is ***** ******

  Business Response

  Date: 09/25/2025

  Good Afternoon, 

  Thank you for bringing the consumers concerns to our attention. We sincerely apologize for the delay in resolving the internet connectivity issue and for the frustration caused by the support experience.
  We understand how critical reliable internet service is, especially for those who work from home, and we deeply regret the inconvenience the consumer experienced. Our records show that the consumer first reported the outage on the evening of September 17, and while the issue was escalated to our Tier 2 support team shortly thereafter, we acknowledge that the response time and communication did not meet expectations.
  
  We are especially sorry for the interaction the consumer described with our support representative. That experience does not reflect our standards of service, and we are taking this feedback seriously. Internally, we are reviewing our escalation and customer service protocols to ensure that future issues are handled with greater urgency and care.
  
  We are relieved to confirm that, as of September 23, the consumer reported that their internet service is working and that they are no longer experiencing connectivity issues. We are grateful for their patience and persistence throughout the process.
  
  Regarding the concern about payment for service, we would like to clarify that WhiteSky Communications does not bill residents directly. Our agreement is with the property management company, and as such, we are unable to issue reimbursements to individual residents.
  
  We appreciate the consumers feedback and are committed to using it to improve our service delivery moving forward.
  
  Sincerely,
  WhiteSky Communications Support Team

  Customer Answer

  Date: 09/25/2025

   
  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,
  
  ***** W

• Initial Complaint

  Date:09/15/2025

  Type:Customer Service 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.

  I sent numerous calls and emails to get White Sky to fix my Internet, which has been inconsistent in connectivity. First they blew me off for a week, only to make the matter worse once they did assign a service ticket. They called themselves resetting the router remotely from who knows where and it made my Internet connectivity worse. This issue has been going on for nearly a month now and nothing has been resolved. Their corporate office instructions for a complaint takes in a circle so that you never get to actually speak to anyone who is going to help you. The apartment that I live in makes it mandatory for us to use the service which is a dealbreaker for me. I will not be renewing my lease or ever be put in a situation to have to do business with them again.

  Business Response

  Date: 09/25/2025

  Good Afternoon,

  Thank you for sharing the consumers concerns regarding their experience with WhiteSky Communications. We sincerely apologize for the inconvenience and frustration caused by the ongoing connectivity issues and the delays in support response.
  
  We understand how critical reliable internet service is, especially when it is required by the property, and we regret that the consumers experience did not meet expectations. While our team did attempt remote troubleshooting, including resetting the router, we acknowledge that these efforts did not resolve the issue and may have contributed to further frustration.
  
  We also recognize the consumers concern about the difficulty in reaching someone who could provide meaningful assistance. We are actively reviewing our escalation and communication processes to ensure that future support interactions are more responsive and effective, and we take the consumer's feedback very seriously. 
  
  Regarding the request for reimbursement, we must respectfully clarify that WhiteSky Communications does not bill residents directly for service. Our contractual relationship is with the property management company, and as such, we are unable to issue refunds or credits to individual residents.
  
  We apologize for the delayed response and want to assure the consumer that a representative will be reaching out today to provide direct assistance and work toward a resolution.
  
  We appreciate the consumers feedback and are committed to improving our service and support experience.
  
  Sincerely,
  WhiteSky Communications Support Team

• Initial Complaint

  Date:09/05/2025

  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.

  For almost a month I have been experiencing intermittent disruptions with the Wi-Fi. I immediately reached out to WhiteSky support, but the entire experience has been nothing but disappointment and frustration. I work from home and I am literally being crippled by this. It took them a full week just to attempt troubleshooting by remotely power cycling the ** in my unit which, as expected, did not work. After nearly two weeks of back-and-forth, I finally got connected with their Tier 2 support team, who identified an issue with the switch. They sent a technician out, only for him to physically power cycle the switch, which again accomplished nothing.Whats worse is that the technician himself acknowledged there is a physical hardware issue with the switch, but he was bottlenecked by WhiteSkys own internal process and unable to resolve ***** this point, there has been no resolution, and I continue to get the runaround from their outsourced call center.The horrible part is that as a resident, I was able to do a simple ping test and that was enough to tell me that this issue starts with their physical ** in my unit, but they don't seem to have a clue. I wonder if it'll take them another month or two to figure it out?I would highly reconsider doing business with WhiteSky. I have taken initiative to let my property know and make sure they reconsider doing business with them.

  Business Response

  Date: 09/25/2025

  Good Afternoon,

  Thank you for bringing this matter to our attention. We sincerely regret the frustration and inconvenience the consumer has experienced due to the intermittent Wi-Fi disruptions at ***********************
  
  Upon reviewing the consumers support history, we acknowledge that the issue persisted over several weeks and involved multiple interactions with our support team. The consumer initially reported connectivity drops on August 19, 2025, and the matter was escalated to our Tier 2 support shortly thereafter. While initial troubleshooting steps, including remote and on-site power cycling of the access point and switch, were performed, these actions did not fully resolve the issue.
  
  We understand the consumers concern regarding the delay in identifying the root cause. Our technicians did eventually isolate a hardware issue with the switch uplink, which required further escalation and coordination with our network operations team. A technician was dispatched on multiple occasions, and while some improvements were noted, the consumer continued to experience disruptions. We also acknowledge that communication gaps and scheduling delays contributed to the consumers dissatisfaction.
  
  On September 11, 2025, a technician was again dispatched to address the fiber and switch-related issues affecting multiple units. As of September 12, our team confirmed that the underlying problem impacting connectivity on several floors had been resolved. However, we remain committed to ensuring that the consumers individual unit is functioning optimally and will continue to provide support as needed.
  
  We deeply regret the impact this situation has had on the consumers ability to work from home and appreciate their persistence in seeking resolution. We are actively reviewing our internal processes to improve response times, escalation protocols, and communication clarity moving forward.
  
  If the consumer continues to experience issues, we encourage them to contact our support team directly so we can prioritize their case and ensure a technician is dispatched to inspect the access point within their unit.
  
  Sincerely,
  WhiteSky Communications Support Team

• Initial Complaint

  Date:09/03/2025

  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.

  I have spent the last two week trying to get this business to send out a technician to come out and fix my Ethernet ports since they are not receiving any signals and my wifi speeds have been around 2-10mbs vs the 1 gig i should be receiving. So far all customer services has done is 1. not calling me at a time they told me someone would, 2. troubleshoot basic info I already provided in my email communications, and 3. told me they will have a technician reach out twice and yet its always a CSR. This place is unprofessional and is using their CSR and email communications in hopes of annoy customers who are forced to use them in the hopes they give up trying to troubleshoot their issues.

  Business Response

  Date: 09/23/2025

  Good Afternoon,

  We sincerely apologize for the frustration and inconvenience the consumer experienced while trying to resolve the Ethernet connectivity issue in their apartment. We understand how critical reliable internet access is, and we regret that the process did not meet expectations.

  Upon receiving the initial report that none of the consumers Ethernet ports were functioning and that Wi-Fi speeds were significantly below the expected performance, our support team promptly initiated troubleshooting. We requested the consumers contact information and availability to ensure timely follow-up and scheduled multiple callbacks. While some of these calls were unfortunately missed due to high call volumes, our agents consistently followed up via voicemail and email, and continued to offer alternative times for support.

  
  Our team worked through a detailed troubleshooting checklist with the consumer, including testing multiple cables, devices, and ports. We also requested device-specific information to help isolate the issue. When remote troubleshooting proved insufficient, the case was escalated to our Tier 2 support and ultimately to our dispatch team.

  
  A technician was scheduled and dispatched to the property on September 9, 2025, to inspect and resolve the issue on-site. The technician confirmed and addressed the root cause, and the consumer later confirmed that the **************** was working as expected. The consumer has not opened any new tickets regarding this issue. 

  
  We acknowledge that the consumer experienced delays and miscommunications during this process, and we take full responsibility for the impact this had. Our team has reviewed the handling of this case to identify areas for improvement, including better coordination of technician scheduling and clearer communication regarding appointment windows.

  
  We remain committed to providing reliable service and responsive support. The consumers ticket has been resolved, and we appreciate their patience throughout the process.

• Initial Complaint

  Date:08/29/2025

  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.

  I have had constant issues with this internet going back to 2024. The internet would consistently go out or preform very poorly. Call after call in to support I was told it was being looked into and no updates where ever given. I had finally gotten to a supervisor and a technician came out, all they did was replace the In wall unit with a unit of the exact same making. After they left the internet still would preform slow just not consistently terrible. Now today 8/29/2025 the internet has gone completely out, I have called them 2 times and was told a technician would fix this and call me. No call has been given to me and the internet has been out for 3 hours now. I cannot complete my school work due to this issue and they seem to not care. I would gladly switch to another provider but this internet is all that is provided by the apartment so I am stuck with there terrible customer service and un urgency to help resolve anything.

  Business Response

  Date: 09/05/2025

  Good Afternoon,

  We are writing in response to the BBB complaint submitted by the consumer regarding internet service issues at ***************. We want to begin by sincerely apologizing for the frustration and inconvenience the consumer has experienced. We understand how disruptive connectivity issues can be, especially when they interfere with schoolwork and daily responsibilities, and we take these concerns seriously.

  
  Our records show that the consumer previously experienced performance issues, which were addressed with an equipment replacement on April 4, 2025. Following that service visit, the consumer confirmed that everything was working properly. We did not receive any further reports of speed or service issues from the consumer until the recent outage on August 29.

  That outage was part of a broader site-level disruption, which our monitoring systems detected and our support team worked to resolve throughout the day. While the issue was intermittent, we recognize that any downtime is frustrating, and we regret the impact it had on the consumers ability to stay connected.

  
  We also want to clarify that WhiteSkys contracts with properties are non-exclusive. This means there are no restrictions preventing the property from allowing other internet providers to offer services to residents. Technically, residents can choose to use a different provider if one is available in the area. However, we do not have visibility into individual lease agreements, so we cannot determine what options were presented to the consumer when they signed up for service or what terms they agreed to.

  
  We appreciate the consumers feedback and are committed to improving our communication and responsiveness. We will continue working with the property management team to ensure stable service and timely support for all residents.

• Initial Complaint

  Date:08/25/2025

  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.

  I was told yesterday I would get a email as to when a technician will be out to my house to fix the router! This ticket is priority and since this is going on week 2 with no ending to this problem I am not taking another vacation day because of your horrible customer service and taking care of this problem! I have contacted the manager of this property and let them know of the horrible customer service and 2 weeks of calling every day and no solutions! I this is the worse internet provider I have ever seen. Other companies would be out the next day to fix the problem and I never had to keep calling I want someone out here today or tomorrow!

  Business Response

  Date: 08/25/2025

  Good Morning,

  We sincerely apologize to the consumer for the delay in resolving their internet service issue and for the frustration this has caused. We understand how disruptive this experience has been, and we deeply regret the inconvenience.

  The consumers ticket was marked as a priority, and we acknowledge that the time taken to escalate and schedule a technician did not meet expectations. We are actively working to improve our internal processes to ensure faster resolution and clearer communication in situations like this.

  
  We would like to confirm that a technician is scheduled to arrive today to assist the consumer and restore service. Our team will follow up to ensure the issue is fully resolved and that the consumers connectivity is restored to expected performance levels.

  
  Regarding reimbursement inquiries, we respectfully note that WhiteSky does not bill the consumer directly. Our service is provided through a bulk agreement with the property, and any financial adjustments or compensation must be handled by the property management team. We encourage the consumer to reach out to their property office for further assistance on that matter.

  
  We remain committed to resolving this issue and improving the consumers experience. Thank you for the opportunity to respond.

  
  Sincerely,

  Customer Answer

  Date: 08/25/2025

  Yes, I confirm. But do not accept due to the fact they gave me excuses and runaround going on week 2 and I had to tell them I was reporting them to get a technician out . I have wasted 3 vacation days due to this poor excuse for an internet company! The worst customer service I have ever had. You can not talk to anyone above customer service all they can do is send an email and it never gets answered. There had been a number of complaints against this company and I understand why. No I do not accept because they have lied before about this issue being taken care of.

• Initial Complaint

  Date:08/11/2025

  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.

  White Sky has routinely ignored my calls and emails on the problem of internet speed. Over the past 3 weeks I have been receiving 1-5mbs (it should be 200-400mbs). When I call the call center they say the supervisor is busy and they will call you back. They don't call back and they apparently are the ones that can approve a technician to fix the problem. In my apartment complex white sky is the only internet provider we can use and I am stuck with this company.

  Business Response

  Date: 08/15/2025

  Good Morning, 

  Thank you for bringing this matter to our attention. We sincerely apologize to the consumer for the ongoing frustration and inconvenience caused by the internet speed issues. We understand how essential reliable connectivity is, and are very sorry again for the trouble this has caused.

  The consumer first reported slow speeds on August 5, and despite multiple attempts to resolve the issue remotely, including equipment reboots and remote diagnostics, the problem persisted. We regret that it took several days to escalate the ticket to our Dispatch team, and we acknowledge that our delay in sending a technician contributed to the consumers dissatisfaction.

  
  When our technician visited the unit on August 13, they confirmed that the root cause was a malfunctioning switch serving the building. A replacement switch and related components have since been ordered with expedited shipping, and we will Dispatch a technician to complete the repair as soon as the equipment arrives.

  Additionally, WhiteSkys contracts with properties are non-exclusive. This means there are no contractual restrictions preventing the property from allowing other internet providers to offer services to residents. Technically, residents can choose to use a different provider if one is available. However, we do not have insight into the terms of the consumers lease agreement or any policies set by the property management company that may affect provider options.

  We deeply regret the delays in communication and escalation, and we are taking steps internally to improve our responsiveness and ensure this experience is not repeated. The consumers connectivity is a top priority, and we remain committed to resolving the issue fully.

• Initial Complaint

  Date:07/09/2025

  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.

  I reside in ******, ** and to the storms we had on Tuesday, July 8, 2025 my internet went out. I called customer service of ********************** at ************ seeking a resolution. I spoke with ***** ***** Sant who did some troubleshooting and took notes but he was unable to resolve my issue. I asked to have a technician sent to my home as this outage was affecting my ability to work from home. He advised it had to be escalated to a tier 2 person before a technician could be dispatched.. He transferred me to a tier 2 person and I got a voice message as ***** said I would. I left my contact information and hung up and called right back. I got ******* ****** on the 2nd call who immediately understood the issue. He communicated via Teams chat of my request to speak with a supervisor. He was told to advise bo sup was available as they were assisting other customers. I advised him to chat back that was an unacceptable answer and I would be filing a complaint with the BBB and he was to connect me with ***. *** not understanding the urgency of the situation wanted to troubleshoot again and I advised that was no need as the first rep had already done that. I explained the internet outage was affecting my ability to work and I needed him to send a technician. Reluctantly he said he could but didnt know when they would be out. *** advised he needed three days of availability and didnt know the technicians schedule. I advised I was available today & tomorrow. He said he needed three days . He advised if day 3 would be Friday I would have to leave a note at the office giving permission for a tech to enter. It was mind blowing that I had to go through these hoops just to get a technician out to my home to restore service that I pay for!WhiteSky should more concerned with Customer Satisfaction and train *** to be more empathetic and strive for a one call resolution!Work order # *******

  Business Response

  Date: 07/10/2025

  Good afternoon, 
  
  We apologize for the frustration and inconvenience caused by the power outages impacting connectivity in the consumers unit. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  
  The consumer first contacted us on July 9th stating that her work computer was not connecting to the internet. The consumer spoke to a member of our Tier 1 team, who followed the appropriate steps to collect ticket information and see what remote troubleshooting could be performed. The consumer refused to troubleshoot with our Tier 1 and Tier 2 teams, did not let us reboot the wireless access point in her unit, and insisted on a tech visit.   
  
  Most often, a remote fix is possible for nearly all issues consumers encounter with their service and is the first step of our troubleshooting process. This is often the quickest path to resolution for many consumers, and our team members were doing their due diligence before escalating the consumers ticket to our Dispatch team.  
  
  Per the consumers insistence, the ticket was sent to our Dispatch team yesterday on July 9th and a technician visited today, July 10th, to replace the dumbswitch that was damaged during the storm.  
  
  Providing solid power to all networking equipment is the responsibility of the property staff at the consumers residence. WhiteSky did everything in our power to resolve the consumers issue as efficiently and quickly as possible, and the issue was resolved within our response time SLAs, as outlined in the contract we have with the consumers property management group.  
  
  Again, we are very sorry for this issue but can confirm that the consumer has not opened any further tickets regarding connectivity issues. Thank you for bringing this matter to our attention. 
  
  We value the consumer's feedback and are committed to improving our service quality. 
  
  Please do not hesitate to contact us if further assistance is needed. 

• Initial Complaint

  Date:06/23/2025

  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.

  My wifi has been down for a week and they have made no effort to get it fixed. I work remotely and do school as a student this is impacting my grades as well as my fincial stability. They should not be allowed to operate as an internet provider.

  Business Response

  Date: 06/23/2025

  Thank you for reaching out.

  We apologize for the frustration and inconvenience caused by the recent internet outage at the consumer's residence. We understand how critical reliable internet service is, and we regret that we have fallen short of meeting this expectation.
  
  We have thoroughly investigated the issue and can provide the following details. The consumer opened a support ticket with us on Friday, June 20th, stating that their internet had not been working for the past three days. WhiteSky did not receive complaints from the consumer or from any other residents about internet issues prior to June 20th. 

  After the consumer reached out to us, we were able to determine that equipment in building 13 was offline, potentially due to power-related issues. WhiteSky attempted to speak with property staff and have them check power to our equipment, but they were unable to assist us and did not get back to us in a timely fashion. 

  Instead of waiting to hear back, WhiteSky is proactively dispatching a technician to visit the property today between 10 am and 4 pm to work on the offline equipment and determine the root cause.
  
  We apologize again for the inconvenience caused by the outage and appreciate the consumer's patience and understanding as we work to resolve the issue. We value the consumer's feedback and are committed to providing the best possible service.
  
  Please do not hesitate to contact us if further assistance is needed. 
  
  Customer Operations Manager
  **********************, a ****************? 
  ***********************;| ********************
  *****************************?|?****************? 

• Initial Complaint

  Date:06/02/2025

  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.

  Since roughly 19 May 2025 my apartment has been without Internet. Each call to WhiteSky results in a different diagnosis; they only need to reset the internet only to not respond when that isn't the solution they claim, to my complex has hundreds of thousands of devices and no IP addresses so the network team will follow up only for that to never happen, to actually the issue is the access point cables are no good and at some vague point in the future a technician will enter my unit but what day and time appointments are available is unknown to the Tier 2 representative and no one can talk to the person making the schedule. Despite the long email chain no one seems to read what has already been done and any call to support lands you right at the beginning where all they want to say is that they are sorry for the issue despite moving slower than molasses to actually remedy the issue because the person that has to call is the resident and not the property that is paying. No one can give you a straight answer about anything and any promised follow up doesn't matter because whoever you are speaking to at a lot given moment will never be the person that is doing the follow up.

  Business Response

  Date: 06/16/2025

  Hello,

  We sincerely apologize for the extended disruption in service and the frustration the consumer has experienced. We understand how critical reliable internet access is, especially when delays in resolution and inconsistent communication add to the inconvenience.

  Upon investigation, we identified that the access point (AP) serving the consumers unit was offline. A technician was dispatched and replaced the *** however, the issue persisted. A follow-up visit revealed that the root cause is a wiring issue between the panel and the unit.

  
  We are actively working with the property management team to have new wiring installed to fully resolve the matter. We understand the importance of timely updates and are committed to improving communication and follow-through as we move toward a permanent solution.

  
  We appreciate the consumers patience and sincerely regret the delays and confusion experienced throughout this process. Our team remains available to provide updates and support until the issue is fully resolved.

  Thank you,

  WhiteSky Support