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:11/30/2022

  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 currently live at ******************** as a ** student and expected the internet to be reliable, especially with exams and finals coming up. I was wrong.Our internet went out one week ago, at the start of thanksgiving break. It is out for the entirety of Building 13 but the rest of the complex is fine. We called our complex the next day and had them submit the request to fix it. Im not sure what else went on via correspondences between my roommates and property management, but a technician allegedly came out on Saturday (3 days after the confirmed outage) to check the problem out. Come Sunday, we still dont have internet. I went to the office to ask what happened; I was told that Whitesky needed to come back Monday with the proper equipment needed to fix the problem.Monday rolls around. I call Whitesky again because, as of midday, still no internet. I am told theres currently a tech on-site working on the issue. Now we get to today (Tuesday). The internet is still out, and has been for exactly one week. I call Whitesky again. Im told that some fibers need to be replaced for our building, which takes a professional. I was told it is unsure whether a technician is even coming out today to work on the issue and that there is currently no estimate as to when it will be fixed.This is ridiculous. We are college students. We have finals coming up. There is zero sense of urgency here.

  Business Response

  Date: 01/12/2023

  Good Afternoon,

  We apologize for the inconvenience ******************** experienced with her internet connection at The Hideaway in ***********, *******. We were first alerted to an issue in building 13 on November 23rd, 2022.Upon contacting the property to determine if there was power to the communications closet, we were informed that no one would be available to assist as the property was closed for the long Holiday weekend.

  We dispatched a technician on Monday, November 28th.The technician found that a landscaping crew had been working in the area of the building on November 23rd and had accidentally damaged the fiber-optic cable for that building. Unfortunately, we are unable to repair this type of damage, and the property was notified and began arranging for repair. We were able to install a temporary fix on December 2nd to restore connectivity for ******************** and the other residents of this building while the property continues to seek repairs on the broken fiber.

  ******************** initially contacted us on November 29th and was notified of the issue in her building. She contacted us again on December 1st for an update. We notified ******************** that we were able to restore services to the building, and her ticket was closed on December 14th.

  
  Thank you,

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

  Customer Support Quality Manager

• Initial Complaint

  Date:11/21/2022

  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.

  Horrible service is unreliable and goes down for hours on end. They require you register every device that connects to the internet with them. There are constantly connection problems. Whenever I call customer service I get someone working from home with dogs barks and/or kids making noise in the background. They literally cannot help at all. They have no diagnostic information and frankly are difficult to understand due to heavy accents. So they say they are going to escalate the ticket which means nothing. They never follow up. The one time I was actually transferred to this high support they werent any more helpful. They said their capabilities were also very limited and that I would need the network team who cannot make outbound calls to talk to me. No follow up, no technician, nothing. The entire internet (reviews, complaints here, etc) all say the same thing. That we are having horrid connectivity problems and nothings being done. I dont think we all have the same problem, its on their end. But they wont take responsibility, instead I have to argue over and over that restarting the router again wont help. This is the worst ISP I have ever come across. It is literally terrible. There are times when it works and does a decent job. But it goes down often and goes down hard. Seriously their tech support is a joke. And the terrible service is not funny.

• Initial Complaint

  Date:11/07/2022

  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 contacted this company NUMEROUS times to ask when my Ethernet ports would be fixed, as mt apartment lacks any working ports. FIVE TIMES, i have called the company but they always hand me off to another company or just say they are busy at the moment. This is absolutely ridiculous. It has been two weeks since the issue has happened, yet it seems no resolution will happen anytime soon.

  Business Response

  Date: 02/24/2025

  Good Afternoon, 
  
  We apologize for the frustration and inconvenience caused by the delay in getting the consumers Ethernet port working. We understand how critical reliable internet service is, and work to resolve these matters promptly. 
  

  The consumer contacted us on October 28th, 2022. After remote troubleshooting, WhiteSky determined we would need to send a technician to the property to troubleshoot the issue with the Ethernet port. After collecting availability from the resident we dispatched a technician on November 10th. 
  

  WhiteSky's technician needed to remount the ** and re-terminate the home run in order to bring the equipment back online, which resolved the Ethernet connectivity issue the consumer was experiencing.

  Again, we are very sorry for the trouble 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:10/07/2022

  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 white sky included in my rent and it is provided by the apartment complex I live in. When i asked one of the front desk assistants about my wifi issue he said that they would handle the issue quickly. He was VERY WRONG. I have spent over 8 hours altogether on the phone with white sky at this point. I have sent them several emails that they never respond to. I was without wifi initially for a whole week which is terrible because I am a law school student. I kept calling and they kept sending me to tier 2 which wasn't helpful because it is the technicians who are slow and unresponsive but no one has any other form of getting in contact with them. I finally got someone out here, but the kicker is that I DIDN'T KNOW THEY WERE COMING the just popped up on my doorstep. He came and fixed, a nice guy, but everything worked for only 2 hours. Now I am going on week two without internet again as I cannot connect to my internet. ******** services say there is nothing they can do and no one is responding to my emails.