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:04/30/2025

  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.

  I currently reside in a college apartment in ***********, **. My apartment has been using whitesky at it's main ISP and it's atrocious. Customer Support is non-existent and they take weeks, if not months to respond to reports of wifi outages or slow wifi. As a student with assignments, online exams, and meetings, this is completely unacceptable. We're also forced by our apartment to pay for whitesky's terrible wifi which removes our ability to get our own wifi carriers. To put into perspective: a normal wifi back home gets me around ***** mb/s but whitesky as of recent has been getting me ***** kb/s it's actually ridiculous. Please have a whitesky support agent reach out to me asap because it's making me want to take legal action for compensation for not fulfilling their base duties as an ISP.

  Business Response

  Date: 04/30/2025

  Good afternoon,
  
  We are so sorry for the frustration and inconvenience caused by the slow Wi-Fi in the consumers unit. We understand how critical reliable internet service is, and work to resolve these matters promptly.
  
  We are not able to locate any calls or tickets with the information provided by the consumer to look into this further and see what has been communicated. We have multiple properties in the zip code the consumer provided and are unable to determine where they live without further details.
  
  What we can provide now is that WhiteSky does not have a contract with the consumer directly, and no insight into whatever was signed in their lease with their apartment community.Typically speaking, none of our contracts are exclusive, so the consumer should be able to bring in a different internet provider at any time. However, this would depend on what is outlined in the lease agreement the consumer signed,which WhiteSky does not have insight into.
  
  We would appreciate the opportunity to investigate this further and ask the consumer to provide us with ticket numbers, or the email address/phone number used to contact WhiteSky Support.This information will help us get to a resolution more quickly.
  
  We apologize again for the inconvenience and thank you for bringing this matter to our attention.
  
  We value the consumer's feedback and are committed to improving our service quality.

  **** ******
  Customer Support Manager 
  **********************, a RealPage Company? 
  ***********************;| ********************
  *****************************?|?****************? 

  Customer Answer

  Date: 05/01/2025

  Yes, I accept.

• Initial Complaint

  Date:04/28/2025

  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.

  Internet has been down since 4/22/2025. This is the third time in 30 days that the internet has gone down. Every time it goes down they blame the carrier that is proving the internet service to them. It is impossible to determine if that is true. There have been 38 complaints about this company's internet service in the past 12 months. Can any legal action be taken to improve service?

  Business Response

  Date: 04/29/2025

  Good Afternoon,
  
  We are very sorry for the frustration and inconvenience caused by the recent internet outages. We understand how critical reliable internet service is, and work to resolve these matters promptly.
  
  We have thoroughly investigated the outages and can confirm they were the fault of the carrier. As outlined in our contract with the property the consumer lives at, carrier outages are outside of WhiteSky's scope of control and responsibility, though we work with them and push them for updates whenever possible. However, WhiteSky has no insight into their daily operations. During the recent outage that started on April 23rd, we opened a ticket with the carrier (Ticket ID: ***********. The carrier's NOC determined  that their link had bounced *****+ times, and engaged in testing before opting to dispatch one of their own technicians to the property. Their technician replaced their optic and cleaned both ends of their link.
  

  We cannot confirm or deny if these outages will be mitigated going forward, as again, WhiteSky has no insight into the carrier's business. The property has been offered the option to purchase a backup circuit from a different provider to help with carrier outages, but we have not heard back with their decision. 
  
  We are so sorry again for the recent outages at this property. 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.
  
  **** ******
  Customer Support Manager
  WhiteSky Communications, a ****************
  ***********************;| ********************
  *****************************?|?****************? 

  
  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  

  Who is the internet carrier for White Sky?

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/22/2025

  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 apartment complex has been having serious Internet complications for about three weeks. you can only contact customer support and they will not escalate you to somebody higher up. They will only let you submit an issue ticket. no information has been given to us about when we can expect a fix or if we can expect one. I haven't seen any white sky service vehicles at the location ever. they do not do the work and they do not care.

  Business Response

  Date: 04/29/2025

  Good Afternoon,
  
  We are so sorry for the frustration and inconvenience caused by the frequent outages at the consumer's residence. We understand how critical reliable internet service is, and work to resolve these matters promptly.
  
  On April 22nd, our Engineering team discovered a loop at the property, which was removed. At this time, we also discovered multiple pieces of WhiteSky equipment had blown ports, and we moved these pieces of equipment to working ports to restore service in the impacted buildings. WhiteSky also ordered and installed a new router at the property on April 23rd. Upkeep and maintenance of the equipment is the responsibility of the property, as outlined in our contract with them. 

  No further outages have occurred since the router was replaced, and equipment was moved to working ports. 

  Again, we are very sorry for these outages and the trouble they have caused the consumer. Thank you for bringing this matter to our attention.

  Please do not hesitate to contact us if further assistance is needed. 

  **** ******
  Manager Customer Operations
  WhiteSky Communications, a ****************
  ***********************;| ********************
  *****************************?|?****************? 

• Initial Complaint

  Date:04/16/2025

  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.

  I have had an internet outage in my apartment complex due to wifi access point issue in my unit lasting 12 days at this point starting on 4/3/25. I have contact Whitesky support every day and have been told that the ticket is open, they are aware of the issue and been given multiple different status including: a technician is onsite working the issue, we are awaiting hardware replacement, we have escalated this to our tier 2 support. Whitesky has never returned a voicemail or provided a consistent status of the issue. You can't reach their corporate team, nor can you reach their tier 2 support directly. Their frontline support is outsourced and has no escalation path.The ****************** (***************, **) office management team has reached out to Whitesky as they provide internet service for the entire complex and has had no success in escalating or getting a response. They indicated that there are multiple units out and with others having intermittent connectivity.I have no recourse with Whitesky and are not providing the service that I am paying for and would like service credits based on the amount of outage time incurred.

  Business Response

  Date: 04/28/2025

  Hello,

  We appreciate the opportunity to address the complaint submitted by the consumer regarding the internet service outage at ******************, ***************, ***
  We understand how essential a reliable internet connection is, especially for those who work from home, and we deeply apologize for the inconvenience this outage has caused.
  

  Summary of the Issue: The consumer reported an internet outage starting on April 3, 2025, due to a Wi-Fi access point issue in their unit. Despite daily contact with our support team, the issue persisted for 12 days. The consumer received various status updates, including technician visits, hardware replacements, and escalations to Tier 2 support. However, consistent communication and resolution were lacking, and the ********************************** also attempted to escalate the issue without success.
  

  Resolution: The issue has now been resolved, and the consumer's internet service is functioning normally. We apologize that the resolution took longer than expected and for any inconvenience this may have caused.

  Clarification on Billing: We would like to clarify that Whitesky provides internet services under contract with the property management at ******************, not directly with the residents. Therefore, any requests for billing adjustments or service credits should be directed to the property management team. Whitesky does not have the authority to issue reimbursements to residents, as the billing and service agreements are managed by the property.

  We value the consumer's feedback and are committed to improving our service. If there are any further concerns or additional assistance required, please do not hesitate to contact us directly.

  Thank you for your attention to this matter.

  Sincerely,
  ***** ******
  Sr. Customer Operations Manager
  ********************** Support Team

  Customer Answer

  Date: 04/28/2025

   
  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.  I still take issue with the level of service that was provided and having no direct means of contacting anyone in the organization.  The issue was resolved a couple days after submitting this complaint.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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.

  The internet at Everleigh Short Pump Apartments has been unusable for 4 days since 3/22/2025.White Sky will not tell us what the problem is or how long it will take to fix. I have called them everyday for a status and they keep saying that that they are working on the problem.

  Business Response

  Date: 04/09/2025

  Good Afternoon, 
  
  We apologize for the frustration and inconvenience caused by the recent internet outage at Everleigh Short Pump. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  
  We have thoroughly investigated the outages and can provide the following details. The recent outage was due to a carrier issue, and the carrier is still investigating the root cause of the outage. We opened a ticket with the carrier, and we are still waiting for a response. Carrier issues are outside of WhiteSky's scope of responsibility, as outlined in the contract between us and the apartment complex. Internet at the property is currently working as normal.
  
  Again, we are so sorry about this outage and 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. 
  
  **** ******
  Customer Support Manager? 
  **********************, a RealPage Company?? 
  *********************************************************************************;
  *****************************?|?**************** 

  Customer Answer

  Date: 04/09/2025

   
  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,
  
  ***** *******

• Initial Complaint

  Date:02/10/2025

  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.

  As a resident of one of the apartment complexs that is serviced by WhiteSky internet we are required to pay towards this service and cannot get another service within my apartment. I am currently a work from home employee and I have had multiple outages with this internet service. Any phone number that was provided by my apartment complex for WhiteSky was no longer in service. I finally made contact with the company via telephone number from their website , the first call was instantly disconnected with no conversation occurring and the second call left me with no answers. As of yesterday Feb 7th 2025 at 4pm and still today Feb 8th 7:51am there has been no technician scheduled to come rectify this issue. We have had multiple outages since my start of living here with no credit or discount on internet services.

  Business Response

  Date: 03/04/2025

  Good Afternoon, 
  
  We apologize for the frustration and inconvenience caused by the recent internet outages. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  
  We have thoroughly investigated the outages and can provide the following details. The outage at the consumer's property was caused by a failed *** (uninterrupted power supply) which was promptly replaced and installed by our technician, restoring service on February 8th. Again, we are very sorry for this outage and can confirm that the consumer has not opened any further tickets regarding connectivity issues after this outage was resolved.

  Additionally, WhiteSky does not set the rate in which consumers are billed for our services. The property management group who owns the property where the consumer resides is responsible for setting rates. We also have no insight into the lease agreement that was signed by the consumer, but generally speaking, our contracts are non-exclusive and WhiteSky personally does not prevent residents from opting for other internet service providers.
  

  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.
  
  **** ******
  Customer Support Manager? 
  **********************, a ******** Company?? 
  **********************************************;
  *****************************?|?**************** 
  

  
  

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service 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.

  Internet has been out for almost a week and have called this horrible company every day. No one has gotten it fixed. They barely message me back and no one knows what is going on. I NEED MY INTERNET FIXED. I use it for work. Absolutely worst customer service Ive ever dealt with

  Business Response

  Date: 03/04/2025

  We are very sorry to hear about the issues the consumer has had with their Ethernet connection. Due to a technical error with our ticketing system, the consumer's ticket was inadvertently closed. We cannot apologize enough for this and have contacted the consumer personally to further troubleshoot and drive this issue towards a resolution.
  

  Customer Answer

  Date: 03/04/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:01/14/2025

  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.

  On 1/5/2024 my internet which I pay for went out. I contacted Whitesky Support 1/7/2024 to resolve the matter.Whitesky support did not respond to tickets, did not send out anyone to fix the issue. I never had my issue fixed, updated, or responded to.I pay for a internet service from whitesky as part of my rent and utlity. Whitesky is required to provide the service that I pay for, every month. My access point has been down for an entire section of the month.Anytime I file a ticket with Whitesky: T-1101577, T-1101488, T-1101731, T-1101732, T-1101734, T-1099017 - whitesky closes said tickets without responding to them, addressing the issue, or fixing my internet's access point. The last time they did this intentionally was 10/31/2024 12:31 AM - I also filed with the BBB a complaint at said time and Whitesky did not resolve said issue.The technician who came out eventually, days later - jostled a few wires in the access point in my garage turning it on and off. No fix was deployed hence the same issue repeating itself.When I contacted Whitesky, the employee: ****** *****, stated that a technician would come by to fix the issue either: 1/9/2025, 1/10/2025, 1/12/2025. No technician was dispatched and there has been 0 communication from Whitesky to fix this issue, period. They have been intentionally ignoring tickets and harassing me, despite the fact that I work from home and have been without internet for 9 days straight due to their incompetence and lack of customer support while ripping their paying customers off, intentionally.

  Business Response

  Date: 01/23/2025

  We appreciate the time Mr. ******* has taken to reach out to the BBB with this review and sincerely apologize for the experience the resident has had with our Support Team. This is not the experience WhiteSky strives to provide our customers, and we are very sorry to hear about the delay in dispatching a technician to resolve Mr. ********* internet connectivity issues.
  
  While it is correct that Mr. ******* has opened multiple tickets with WhiteSky, these tickets were all merged into one parent ticket, as they were relating to the same issue. Our technician visited the resident's unit on 1/17, and replaced a dead access point, which was causing issues with the connectivity in the unit. We deeply apologize again for how long it took to dispatch this technician.
  
  Because we do not have a contract with this resident, and residents pay a predetermined fee for internet service as part of their lease, we are not able to provide reimbursement at this time. We strongly recommend that Mr. ******* reaches out to his leasing office for a billing adjustment, as they are the only ones able to offer a credit for the time the internet was out.
  
  Again, we are so sorry for the delay and are constantly working to improve our technician process. This complaint has been discussed with internal teams to ensure the same issues do not occur again in the future.

• Initial Complaint

  Date:12/16/2024

  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.

  On November 14 our internet went down around 6:00 pm. My husband called Whitesky (only provider available in our apartment building) to ask about the outage. There was NO information available. He filed a ticket for a call back (which never happened). I called at 7:40 AM on 11/15. Still no information. I registered a second ticket for a call back (never happened). I called again at 11:40 AM, and still no information. Finally around 4:00 pm (22 hours later) we had connection. In the past four months since we moved in, the internet has gone down three times. After reading other reports on this site, we are lucky. We moved here from ******* where we had internet for 18 years. During that time we may have lost connection a couple of times. We have a house closing coming up and we are so worried about losing our internet that we are planning to drive back to ******* at considerable expense for the closing rather than risk no connection here. This is unacceptable. I wish we had a choice to move to a different and better provider.

  Business Response

  Date: 12/30/2024

  We are so sorry to hear about the issue the Hovemeyers have had with their service. We definitely understand this situation has been frustrating, and truly apologize for the inconvenience. The outages at the property the Hovemeyers are calling from have been related to the circuit carrier. WhiteSky does not own or manage the circuit, and we are not responsible for carrier outages, as outlined in our contract with the apartment community. However, we do everything we can to escalate the issue with the carrier and provide updates whenever possible. The carrier is not obligated to provide us with updates, which is why we had no updates to share during the recent outages at the property. We are truly sorry for this inconvenience and, as the **** are constantly pushing for better communication from the circuit carrier.
  

• Initial Complaint

  Date:11/18/2024

  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 have an internet service outage throughout our community for more than 48 hours and there is no update about the fix at all, and WhiteSky is the only ISP that our apartment partners with so we don't have any other choice. We had to take a complete day off (we work from home) because of the outage and had to use our mobile internet service and hotspot to supply the daily internet needs for all the electronics at our home. No technician or so was sent on site and no updates whatsoever from the company in terms of what happened and when can it be fixed. I've been with tons of different ISP but I've never seen such a company that couldn't do anything about an outage for more than 48 hours. We need it to be fixed ASAP and need refunds to compensate all our loss because we couldn't work and we had to spend money to get hotspot in order to barely make it work. It's crazy that there are tons of complaints about the constant outage and millions of reports from our community (all the units in our community are down) wouldn't encourage you to make your business better and actually send someone to solve the problem faster. YOU NEED TO WORK ON YOUR SERVICE BETTER BEFORE SELLING IT.

  Business Response

  Date: 12/02/2024

  We are very sorry for the trouble ******* has had with our service, and we deeply apologize for any inconvenience this has caused.

  
  On November 14th, our NOC received reports that service at the end user's property was down and immediately began investigating to determine the root cause. We also opened a ticket with the property's circuit provider. The provider informed our team that there was an issue in their central office, and they needed to dispatch a technician to locate and repair the fault in the field on 11/15.

  
  On 11/16, the carrier informed us they would need to replace a card in their data center, but this did not resolve the issue. On the 17th, the carrier was able to determine that this property was actually part of a larger scale outage that was impacting other properties in the area. Our team continued to push the carrier for updates at this time and escalated our concerns to the highest level possible.
  
  To ensure our equipment was functioning properly, WhiteSky dispatched a technician on 11/18 to replace SFPs in the router, as a preventative measure. Our equipment was up and running as expected.
  The carrier was still investigating the cause of their outage as of 11/20, when they dispatched another technician to the property to check their equipment. Their technician confirmed once again there was not an issue at the property itself. The carrier then scheduled time to replace the faulty card in the data center.

  
  Early in the morning on 11/21, the card replacement was completed, and service was restored to the property.

  
  We regret the length of this outage and once again deeply apologize for the trouble this has caused. However, the bulk service agreement we have with your property outlines how carrier outages are beyond WhiteSky's scope of responsibility. We know this is frustrating, but there is nothing WhiteSky can do in the event of carrier outages, as we do not own or manage their business.

  
  For any request regarding reimbursement, please reach out to your property management. Because you do not pay WhiteSky directly for service, we are unable to reimburse or credit you for this outage.