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Business Profile

Internet Providers

WhiteSky Communications, LLC

This business is NOT BBB Accredited.

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Complaints

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

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WhiteSky Communications, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 74 total complaints in the last 3 years.
    • 35 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:09/20/2022

      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.
      I live in a large apartment complex that chose WhiteSky as its internet provider. My internet stopped working last week and so far, I have spent 5+ hours on the phone with WhiteSky's outsourced customer support. They keep transferring me to "Tier 2 support" to leave voicemail. Still no internet.

      Business Response

      Date: 09/27/2022

      Good Afternoon,

      We apologize for the issues and delays that *****
      experienced with our service. WhiteSky prides itself in providing the best
      possible service, and we regret that this has not been *****’s experience.

      ***** contacted support on September 16th to
      report issues with the internet service. After completing basic troubleshooting
      with our Tier 1 team, *****’s ticket was escalated to our Tier 2 team for
      further investigation. Due to higher call and ticket volumes that are typical
      for this time of year, ***** was not able to speak with someone in Tier 2 until
      September 17th. Tier 2 was unable to resolve the issue remotely and
      escalated *****’s ticket to our Network team for additional troubleshooting.

      Our Network team made some adjustments to the equipment
      feeding the internet services in *****’s unit on September 17th and
      emailed ***** to confirm if the issue was resolved in the unit. ***** contacted
      us back on September 19th to indicate that the issue was not resolved,
      and connectivity issues were still persisting.

      Our Tier 2 team spoke with ***** on September 20th and got the necessary information to send the ticket to our Dispatch team to
      have a technician scheduled for an in-person visit to investigate the issue. On
      September 21st, our technician was onsite and was able to restore
      services to *****’s unit by making adjustments to the physical connection of
      the network equipment feeding *****’s unit. ***** confirmed on September 22nd that the issues are now resolved.

      Thank you,

      **** *******

      Customer Support Quality Manager

      Customer Answer

      Date: 09/28/2022



      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:08/22/2022

      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.
      WiFi router has been setup in my new rental house. However I can’t access or use the WiFi because no password is given to me

      Business Response

      Date: 08/24/2022

      Good Morning,

      We apologize for any inconvenience Mr. ******** may be experiencing with his new WhiteSky service. We have created support ticket #****** for Mr. ******** and have attempted to contact him via the phone number and email address provided in the complaint. We will continue to reach out to ensure we are able to assist Mr. ******** with his connection.

      Thank you,

      **** *******

      Customer Support Quality Manager

    WhiteSky Communications, LLC is NOT a BBB Accredited Business.

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