Complaints

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:02/04/2026

  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 had this internet company for a long time. but in I think March of 2025, my internet has acted really bad they sent a tech. They said the single is good but it has some error i think and it keep my internet from being able to play games with out studdering or pausing.
  
  Well i called them to get it fix they said they did all they can. so after tech came to my house said the same thing and so on till now im just tired of calling them.
  
  But after i think 2 mouths they said they will get someone to fix it in 3 months So i waited i got a off line game and only did what i could on the games i paid for online and my battle passes trust me it was like toucher i keep rubber banding and lost connections many times costing me time and value to my accounts online.
  
  So here recently they tech told me to call the supervisor but they never call EVER not only that why cant the tech person get another person the fix the problem this make no since at all..
  
  All I get is the same old run around I call support they tell me get the tech I get the tech, were they said its the same problem and it never get fixed.
  
  I had to put up with bad internet for almost 12 months and my brother across the street has the same problem. They refuse to fix the problem.
  
  All i want is them to FIX THE PROBLEM or give us our money back

  Business Response

  Date: 03/11/2026

  We have met with the customer at their home to address their concerns. During this visit, we completely rewired the home at no cost to the customer due to damaged and outdated lines. In addition, our team worked to eliminate ingress in the surrounding area to provide the best possible service experience.
  There is some plant damage in the area caused by squirrel chews on the lines. Our crews are currently working to replace the affected plant. While the portion of plant being repaired does not directly feed this customer’s service line, it could potentially impact signal-to-noise ratio (SNR) levels and cause minor upload speed fluctuations.
  We performed speed tests at the customer’s home and confirmed that the connection is achieving 100% of the allotted download and upload speeds with no packet loss.
  We also followed up with the customer again yesterday afternoon at their home. The customer confirmed that the work performed has resolved their issue and stated that they are satisfied with the service.

• Initial Complaint

  Date:08/20/2024

  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 have been contacting them for 4 yrs, trying to get internet. All they say is my house is too far from the road and offer a construction quote, which I have asked for NUMEROUS times and NEVER received. They are the only internet provider out here that is not Satellite. I have called Cable Links and they respond, but can never get answers from PB Cable. It is ridiculous that I cannot get any help or information from the local office to help me get internet. Last I was told, my address had internet previously, but some work needs to be done. However, I cannot get anyone to tell me what work, how much, etc. I just want some help!

  Business Response

  Date: 08/27/2024

  Pine Bluff Cables plant manager has been in contact with REMOVEDand also made a site visit to her home to perform a serviceability check.  REMOVED home is to far from our cable plant to provide service from our company.  We are governed by the rules of the FCC to provide acceptable signal levels on the furthest extents of the customers home, therefore our company policy states that we cannot run a service line beyond the maximum distance of 250' from our plant to the customers electrical ground and maintain adequate signal for stable connection. 

  We value our clients and certainly want to gain the business of new customers, but not at the sacrifice of quality.  We also understand the need for broadband connectivity in today's world, but we have policies to uphold and it simply would not be fair to sale something to a consumer knowing that you cannot properly support the services rendered.  However, we are looking at doing a "potential" mainline extension to bring the cable plant closer to the customers home at minimal or "potentially" no cost to the consumer.  We will stay in contact with REMOVED  and keep her abreast of our decision on this matter. 
  

   

   

• Initial Complaint

  Date:07/03/2024

  Type:Billing 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.

  Was charged 150:00 falsely. Had upgraded internet equipment May 8th and received a bill in July saying that there were bugs in the old equipment which was false.

  Business Response

  Date: 07/03/2024

  Good evening,
  
  I did review Mr. REMOVED’s account, concerning the complaint. On 07/23/22, the customer had reported service issues and a technician was sent to the home. The customer did not allow the technician inside the home. However, the customer handed the old equipment (serial number REMOVED) to the technician and was handed new equipment (serial number REMOVED). The equipment issued on 07/23/2022, remained active on the account until it was returned on 05/08/2024. 
  
  The customer was charged $100.00 on 07/28/2022 for the returned modem (serial number REMOVED) being contaminated. The modem was issued to the customer on 04/03/2019 and returned on 07/23/2022.
  The customer was charged $150.00 on 06/05/2024 for the returned modem (serial number REMOVED) being contaminated. The modem was issued to the customer on 07/23/2022 and returned on 05/08/2024. For this reason, the equipment charge of $150.00 will remain as valid. 
  
  Please let us know if you have more questions or concerns,
  
  Regards,
  
  REMOVED
  Cablelynx Operations Manager
  REMOVED

• Initial Complaint

  Date:11/14/2023

  Type:Order 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 been with this company a very long time. My Internet got disconnected in October. I made a payment of 419.00 to get reconnected last week which was the first week of November. Everything went well and my service was reconnected same day. I didn't have to sign anything at all. I got an email yesterday which is only a week later saying I owe 1100.00. I called and was told that since they had to disconnect that I broke a contract. I am on the same package deal so I don't understand. I didn't have to sign anything new as far as a contract so how did I break it if my service is still under the same contact. How is it possible for me to owe for a contract that I'm still under. Please help me because this is truly unbelievable. Also if that was the case wouldn't they explain that to me on reconnection date? No one mentioned anything about a contract at all. The only thing the young lady asked me was did I need both packages so I told her I didn't know I had two. She made adjustments and told me that she could get someone out to reconnect by noon and that was it. Nothing more until yesterday. I am extremely confused and concerned about this situation. Please help me.

  Business Response

  Date: 11/28/2023

  Due to the confusion of the contract, after discussion with Ms. REMOVED, we agreed to waive the Early Termination Fee, and provide Ms. REMOVEDwith a promotional rate without a contract. Ms. REMOVEDis able to continue to receive our internet services at a discounted rate. 

  Customer Answer

  Date: 11/30/2023

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

• Initial Complaint

  Date:11/09/2023

  Type:Billing 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 aam pplied for reduced cable service and was approved. I contacted Pine Bluff cable service and informed them of that. They said installation charge was free but I had to pay 47.00 before the installer left my house. They never said you have to pay one month up front. I was never told to go to an office or go on their website to sign a contract. I never got emails saying go to their web site to sign a contract. They told me since I am getting help paying the bill each month my bill will be about 30.00 per month. Now after 3 months since I did not sign a contract I owe them 200.00 dollars

  Business Response

  Date: 11/29/2023

  We have been able to speak with Ms. REMOVED. We were able to waive the pro rate that was due and apply a discounted rate to her services. Additionally, attempts will be made to transfer back her ACP benefits, that will cover her monthly service rate, as long as her ACP Benefit remains with our company, and not transferred back out. 

  Customer Answer

  Date: 11/29/2023

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