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:07/25/2025

  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 was billed $114.42 of which $8.49 was a paper statement fee for a 5 minute service call to my residence where the service tech plugged in my modem. First, your poorly trained technical support staff failed to follow even the most basic diagnostic protocol. At no point did your representative ask the appropriate troubleshooting questions, nor did they make any effort to understand or resolve the issue remotelyan issue that could have easily been identified and fixed over the phone.Second, and more importantly, no one disclosed the amount of the charge. I was not informed of the cost beforehand, either verbally or in writing. This lack of transparency is unacceptable and borders on fraud. I did not agree to any such fee and would not have authorized a technician visit had the charge been made clear.The technician who arrived spent less than five minutes at my home and merely plugged in a modema task I was fully capable of doing myself had your support team properly guided me. This was not a service call; it was a billing trap. To add insult to injury, your agents attempted to sell me an annual protection planclearly designed to retroactively justify the unapproved charge.

  

  Business Response

  Date: 07/30/2025

  Dear BBB and *** ****,
  

  Thank you for the opportunity to address your recent concerns regarding a service visit and related charges.
  

  After reviewing the call recordings and technician notes, we can confirm that on June 21, 2025, *** **** contacted our Technical Support team regarding an internet issue. During that call, the agent performed multiple remote troubleshooting steps and clearly advised *** **** of the possibility of a charge should a technician be dispatched, stating, As with any tech visit, I must advise the possibility of a charge... charges apply if the issue is not with Blue Stream equipment or service. The agent also offered the Home Protection Plan (HPP), which covers these types of service visits, but *** **** declined. The originally scheduled visit was later canceled when service was restored, and the customer was informed that a technician could still be dispatched if the issue persisted.
  

  On June 23, *** **** contacted us again citing a similar issue, and a technician was dispatched to his residence. The technician found the modem had been unplugged from the power strip, which is considered a non-service-related issue and, per policy, subject to a billable fee. Although the charge was valid and procedures were properly followed, we have waived the technician visit fee as a one-time courtesy. In addition, we have also waived the paper statement fee. To prevent similar charges in the future, we strongly recommend enrolling in paperless billing and considering subscription to our Home Protection Plan, which covers service visits of this nature.
  

  We appreciate *** ***** feedback and will continue working to enhance the overall customer experience. Should he require further assistance, our team remains available at ************.

  Customer Answer

  Date: 07/30/2025

  Complaint: 23654352
  
  I am rejecting this response because it fails to address the two most important aspects of the complaint:

  1. Failure to adequately troiubleshoot the issue

  2. Failure to disclosure the cost of the service charge

  The response summarized the call but failed to provide the most important details. At no time during the course of the call did the service technician ask the most basic question of if the modem was plugged in, this constitutes a failure to properly troubleshoot the issue to begin with.Secondly, at no time did the service technician state the cost of the visit, they did not even provide an estimate. This lack of transparency coupled with the obvious attempt to coerce customers into purchasing an annual service plan borders on fraud and is extremely unethical. I am requesting again, the charges be dropped due to the above facts. I have sent a letter to Bluestream's VP of Business Operations and filed formal complaints with the ***, City of Weston and ********************************* and *************************** of ****************** I am hopeful Bluestream can use this incident as a learning experience and conduct business in a more ethical manner. 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 08/01/2025

  Dear BBB and Mr. ****************** you for your continued feedback, which is valuable to us. Below is additional information regarding your recent interactions that address the specific concerns you've raised:adequately troubleshooting a service issue and providing disclosure about a possible charge for a technician visit.
  
  As a reminder, we have already waived the full amount of $114.42, covering both the technician visit and paper statement fee, as a one-time courtesy.
  
  We would now like to directly address the two specific concerns raised:
  1.) Failure to adequately troubleshoot the issue
  On June 21, 2025, ******* contacted our Technical Support team to report a service issue. The agent performed remote troubleshooting, which included checking for our internal tools for connectivity, remotely rebooting the device, and verifying whether services had restored. A technician visit was scheduled at that time. Shortly after the call, the modem came back online, and Mr. **** was contacted to confirm service was restored. The appointment was then canceled. The agent also advised that a technician would be dispatched if the issue recurred, by saying, Its quite possible this modem is experiencing some kind of a problem, so if thats the case, well have to get you set up with a tech visit.
  

  On June 23, Mr. **** called back to report the same issue. The agent reviewed the previous notes and performed remote checks to assess the equipment status. As the need for a technician had already been discussed on the 21st and no new symptoms were reported, the agent proceeded with scheduling a technician visit as the next logical step, rather than repeating prior troubleshooting.
  

  2.) Failure to disclose the cost of the service charge
  During the June 21 call, the agent advised Mr. **** twice that charges may apply, stating: As with any tech visit, I must advise the possibility of a charge charges apply if the issue is not with Blue Stream equipment or service. He further clarified: Charges are generally if its been discovered that, you know,theres something that you may have done you would be charged for that. No questions were asked about the amount during the call. For clarity, service technician visits start at $99 and may result in additional charges depending on the scope of work (e.g., custom wiring or relocation). The Home Protection Plan (HPP),which covers these types of service visits, was also offered but declined.

  We acknowledge that the agent on June 23 did not re-advise about the potential service charge at that time. Although this information had been clearly communicated during the initial call, we recognize the importance of reinforcing key details *************** a result, we are reminding all teams to restate any applicable charges on every call, even if the customer has previously contacted us for the same issue and the information was already provided.
  
  Additionally, two appointment confirmation emails were sent to ****************** on June 21 and June 23,which included a notice about the potential $99 technician service fee and a link to more information on the Home Protection Plan, which helps customers avoid such charges. Our records indicate that while these emails were delivered successfully, they were not opened.
  
  We appreciate your feedback and believe this matter has been fully addressed and resolved.

  Customer Answer

  Date: 08/01/2025

   
  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:07/18/2025

  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.

  We returned home late on 7/17 to find our internet and cable out. I called tech support first thing 7/18 and after a lengthy troubleshooting found that your modem is out. They said theyd have someone out 7/18 to fix it but sent a text saying our apartment is on 7/19. I called to inquire and speak to management but there was no member of management available. This is the 2nd or 3rd time Ive spoken to BlueStream and asked for management but theres never one available and theyre not great about calling back. When I asked about speaking to their corporate leadership, I was told theyre not available to speak with customers and Id need to go through management (who I cant get in touch with). Im paying for a service that isnt working and this company doesnt have management available to address customer concerns. This is unfair to your customers but also to your employees who dont feel supported by the company.

  

  Business Response

  Date: 07/18/2025

  Hello, 
  
  Thank you for sending this our way. We have received this case and outlined the customer details below: 
  - Mr. ****** reported a service issue on the morning of July 18th.
  - Our Technical Support team promptly dispatched a technician the same day to address the problem.
  - A Tech Support Supervisor also returned Mr. ******* callback request on July 18th and left a voicemail with direct contact details for further support.
  Based on the above, we consider this issue resolved and closed.
  
  While we understand Mr. ******** concerns about communication and accessibility of leadership, our records indicate the issue was addressed swiftly and contact was made as promised.
  
  We acknowledge his feedback and are evaluating internal procedures to improve our responsiveness and customer callback protocols.
  
  At this time, the issue has been resolved and the case is considered closed.
  
  We appreciate Mr. ******* business and will continue working to enhance our customer service efforts.
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23619053
  
  I am rejecting this response because:
  I got a call from a supervisor 5 hours after my call to your company. I dont find that acceptable. I also dont find it acceptable that the supervisor explained away the customer service issues (saying he coached the team on their indiscretions) and the fact that I didnt get a callback for over five hours (saying the supervisors were busy). I also dont find it acceptable that your company doesnt provide your customers with any recourse (no corporate resolution office or access to company leadership) if theres an issue with management. You seem to think that fixing my connection issue is the same as fixing the customer service issues I encountered and your response completely fails to address or apologize for the hoops I was forced to jump through in order to get my connection issue resolved and to voice my concerns to your management team. Thats not good customer service and thats whats wrong with internet/ cable/ wireless companies in general. Congratulations, youve officially joined the club with the rest of the big tech companies who count on new customer acquisitions to pay your bills.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/21/2025

  Thank you for the continued feedback. We want to apologize for the frustration and difficulty Mr. ****** experienced.
  
  While we understand that a five-hour delay in the callback was disappointing, we do want to note that our internal supervisor callback service level agreement (***) was followed. Our leadership team does take calls live when they are available. When they are assisting other customers, they return calls as quickly as possible based on priority and availability. Based on our records, Mr. ****** returned our supervisor's call and was able to speak with him that same day. That said, we acknowledge this timeframe did not meet Mr. ******** expectations.
  
  We also understand Mr. ******** concern about limited visibility into higher-level escalation paths. Its clear from Mr. ******** message that the ability to voice concerns beyond frontline leadership is important, and Mr. ******** feedback has been shared directly with our operations team. We continue to actively review our escalation process to identify how we can make it more transparent and accessible moving forward. Mr. ******** feedback is helpful for meaningful steps toward better customer service.

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this explanation is acceptable to me although I am disappointed that the company failed to follow through with a promised call by the next level manager. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/10/2025

  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 live in ********************* where the blue stream project has been going on for several months now. We were informed by HOA that the representative for Bluestream said that we need to contact them to set up the in-house installation ( the end of the project ). I have called the designated number over a dozen times and no one ever picks up. I also leave a message and have yet to receive acall back. On top of all this, the sod that was laid down after installation underground died and was supposed to be replaced by now and has yet to be replaced

  

  Business Response

  Date: 07/11/2025

  Thank you for bringing this to our attention.
  
  We understand how frustrating it must have been to repeatedly call without reaching someone. We're happy to share that the designated phone line was activated today, and the Account Manager for your community let us know she has already reached out to you directly. She confirmed that everything is now set for your installation.
  
  Regarding the sod restoration we recognize the importance of restoring your property properly. This is part of our final project phase, and your location has been noted.
  
  We appreciate your patience and look forward to providing you with a better experience moving forward. If you have any further concerns or questions, please dont hesitate to reach out.

  Customer Answer

  Date: 07/11/2025

   
  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:07/09/2025

  Type:Product 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.

  Hello,I am writing this after 4 months of waiting and back and forth with blue stream about a refund that I am waiting on for just $35 (mind you I was told it would be 61$ when I first cancelled my services due to moving to a non blue stream serviceable area). I was a customer for over a year and had to move unexpectedly so I contacted blue stream to let them know about the move mid February . I was told once I cancelled if I send a lease agreement with new address showing blue stream does not service that area that I would receive a refund for pro rated charges of un used days. I emailed the lease agreement as well as all the information requested to me to ******************************* Guess what, 4 months pass by its July now and Im on the phone again with blue stream and they are stating that the check was never sent out (no explanation) and that they will need to reissue a new check but vendors are down and it would take about a month to get a new check now. After attempting to speak to supervisors I was told none were available and that I will get a call back but never did. I am over this back and forth with a company that can easily pursue you for late charges or collect quickly but does not show the same initiative to handle refunds.Lastly, I do want to state that I requested a copy of my contract from when I started service and they were NEVER able to provide me with contract.

  

  Business Response

  Date: 07/11/2025

  Thank you for taking the time to share your experience. We want to assure you that your refund check will be mailed out within the next couple of days. Additionally, a copy of your original service agreement has been emailed to you as requested.
  
  One of our supervisors attempted to contact you on July 9th, but was unable to reach you. If you still have additional concerns, please feel free to reach out to us directly at ************.

  Customer Answer

  Date: 07/11/2025

   
  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:06/26/2025

  Type:Order 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.

  Blue stream fiber alarm system malfunctioned even after several service calls resulting in false alarm charges to Cry Wolf the service ****************** uses. We should get a credit for ****** towards the bluestream fiber account due to malfunctions above and beyond the allowed. We were billed a total of ****** and we paid 150 of it. Blue stream stated they would credit us but did not and never contacted us, when trying to follow up again blue stream leaves me on hold indefinately.

  

  Business Response

  Date: 06/27/2025

  Thank you for bringing this to our attention. Our team is currently reviewing the details and will conduct a thorough investigation. We are committed to resolving this issue promptly. We appreciate your assistance and the opportunity to address these concerns.

  

  Business Response

  Date: 07/01/2025

  Hello, 
  
  Thank you for sending this our way. We researched this case and have issued a check for the requested amount of $200, which Mr. ********* will receive within 10 weeks.
  
  We are considering this matter closed and resolved.  
  
  Thank you

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23522733
  
  I am rejecting this response because:

  This is exactly what they said to me. Noone ever resolved the issue or even addressed it in any way.  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 07/01/2025

  Hello, 
  
  Thank you for sending this our way. We researched this case and have issued a check for the requested amount of $200, which Mr. ********* will receive within 10 weeks.
  
  We are considering this matter closed and resolved.  
  
  Thank you

  

  Business Response

  Date: 07/01/2025

  Hello,
  
  We want to confirm that the matter has been reviewed and approved by our leadership team. A check in the amount of $200.00 will be mailed to Mr. ********** Please allow up to 10 weeks for delivery, as communicated previously. This action reflects a final resolution to your request regarding the false alarm charges. We consider this matter fully resolved and closed.
  
  Thank you for your understanding.

  

  Business Response

  Date: 07/02/2025

  Hello,
  
  We want to confirm that the matter has been reviewed and approved by our leadership team. A check in the amount of $200.00 will be mailed to Mr. ********** Please allow up to 10 weeks for delivery, as communicated previously. This action reflects a final resolution to your request regarding the false alarm charges. We consider this matter fully resolved and closed.
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23522733
  
  I am rejecting this response because:
  
  

  10 weeks to send the requested $200 is not acceptable. Bluestream said they stated 10 weeks previously. Actually what happened is that I called in and spoke to someone and no one EVER contacted me about it.  This is the reason for this complaint. So my concern is wait 10 weeks (2.5 months) . Then Bluestream just ignores it. Get me a check in 2 weeks. That would be acceptable!

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/29/2025

  Type:Product 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 was a customer of *************************************************** for several years, I cancelled my services with them on March 18, 2025. I also returned all their equipment on March 19, 2025. I paid $269.77 for that month, and was told I would receive my over payment of $90.00 within 4 to 6 weeks. I did not receive my check from them. On May 20, 2025 I called them and spoke to representative by the name of *****, he to told me it I had moved, I said no. He then stated the check may have been sent to the wrong address. I should receive a check within 2 to 3 days. I also was told I would be notified. I have not received a check or notification from them.

  

  Business Response

  Date: 06/03/2025

  Dear BBB and Mr. ******************** you for bringing this matter to our attention. We sincerely apologize for the delay in issuing the refund check and for any inconvenience this may have caused.

  We are pleased to confirm that a refund check was sent via ***** on June 2, 2025. An email was sent to the subscriber with the ***** tracking number, and delivery is expected within three business days.

  We appreciate the subscribers patience and thank them for being a valued customer of ********** ********************. If there are any further questions or concerns, we remain available to assist.

   

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************
  

  Customer Answer

  Date: 06/03/2025

  BBB, today I received a check for the amount of $80.67, I expected more, but I,m satisfied. I want to thank you and the BBB for your assistance in this matter. ******** *******

   

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  BBB, today I received a check for the amount of $80.67, I expected more, but I,m satisfied. I want to thank you and the BBB for your assistance in this matter. 

  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 06/04/2025

  The BBB has help and assisted me more than once. They are great, if someone has a problem with a business, etc. contact the BBB, I give them an A+.

• Initial Complaint

  Date:05/12/2025

  Type:Delivery 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.

  On 5/8/2025 I received a bill from blue stream fiber for $180.99, which is ***** more than my previous months bill. I attempted to call them to determine WHY my total amount due has been increased by $******** order to speak with a customer service person,I will be billed ******* have never heard of, being billed for asking a question. Is this allowed?

  

  Business Response

  Date: 05/13/2025

  Dear BBB Case Manager & Customer,

  This message is in reference to the case submitted by Ms. ***** ***** regarding billing concerns with Blue Stream Fiber.

  Following up on our prior written communication, I sent an email to Ms. ***** outlining the available options to reduce her monthly bill. Additionally, I attempted to contact her by phone on 05/13/25. During the call, while I introduced myself and the company, Ms. ***** appeared unfamiliar with Blue Stream Fiber as her TV and internet provider. The phone number and email address used to make contact match the information provided in the case.

  At this time, we are awaiting Ms. ****** response to determine how she would like to proceed. We remain available to assist and resolve the matter as soon as we receive further direction from her.

  Please let us know if any additional information is needed.

   

   

  Kind Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************
  
  
  
  

  

  Business Response

  Date: 05/13/2025

  Dear BBB Case Manager & Customer,

  This message is a follow-up regarding the case submitted by Ms. ***** ***** concerning billing concerns with Blue Stream Fiber.

  Ms. ***** returned our call and we were able to speak directly. During the conversation, we reviewed her concerns related to a recent rate increase. We resent the rate adjustment notification for transparency and worked with Ms. ***** to apply a more cost-effective service plan. As a result, her new monthly rate reflects a minimal increase of less than 1.5%. Additionally, we agreed to assist her with switching to paperless billing, as requested.

  Please let us know if any further information is needed.

   

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

  

  Business Response

  Date: 05/14/2025

  Dear BBB Case Manager & Customer,

  This message is a follow-up regarding the case submitted by Ms. ***** ***** concerning billing concerns with Blue Stream Fiber.

  Ms. ***** returned our call and we were able to speak directly. During the conversation, we reviewed her concerns related to a recent rate increase. We resent the rate adjustment notification for transparency and worked with Ms. ***** to apply a more cost-effective service plan. As a result, her new monthly rate reflects a minimal increase of less than 1.5%. Additionally, we agreed to assist her with switching to paperless billing, as requested.

  Please let us know if any further information is needed.

   

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

• Initial Complaint

  Date:05/01/2025

  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.

  In 2024 I set up Blue Stream for them to bill monthly $25.12 for landline phone. that stopped in middle of year, unknown to me, then billed me over $100.00. As I am a disabled 82 year old, I sent $100+ and said I would have to pay out balance. They shut my phone OFF . Action from this caused so much high stress I had an asthma attack (also have COPD) I was on my oxygen for 2 hours /. Please Help It is not the money. I am paying for their mistake. This is elder care abuse to a disabled person who is elderly

  

  Business Response

  Date: 05/09/2025

  Dear BBB Case Manager and Customer,

  Thank you for bringing this concern to our attention. At Blue Stream Fiber, we deeply value customer satisfaction and approach all concerns with urgency and empathy, particularly when addressing issues affecting our most vulnerable customers.

  Upon receiving this complaint, we immediately conducted a thorough investigation into the customer's billing concerns. Our investigation specifically focused on the unexplained credit card adjustment of $131.05, identified as the main cause of confusion and subsequent billing discrepancies.

  In response, we have promptly credited the customer's account, reversed all associated late fees and penalties, and provided an additional courtesy credit. Furthermore, we expedited the restoration of the customer's phone service.

  We remain committed to clear, compassionate, and proactive communication, ensuring our customer fully understands the steps taken toward resolution. Additionally, we are improving our notification processes to
  proactively alert customers to significant adjustments or account changes, especially those involving elderly or disabled individuals.

  We sincerely apologize for any distress or inconvenience caused and appreciate the opportunity to promptly address and resolve this matter. Our primary goal continues to be maintaining our customers' trust and
  satisfaction with ********************** services.

   

  
  
  
  Kind Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

  Customer Answer

  Date: 05/21/2025

   
  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:04/18/2025

  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.

  Dear Blue Stream Fiber I am writing to express my concerns regarding recent service issues and the handling of my billing adjustment request.During a recent chat with your support team, I requested to speak directly with a supervisor about ongoing service disruptions and a potential billing adjustment. Unfortunately, my request for a phone conversation was declined, and the supervisor continued to communicate solely through chat. I believe that when a customer specifically asks for a phone conversation with a supervisor, that request should be respected and not disregarded.I have experienced multiple service interruptions, and I am aware that many other customers in our area have reported similar issues. Given that Blue Stream Fiber is the sole internet service provider available in our community, we have no alternative options.?When I requested a billing adjustment due to these service issues and my current financial hardship, I was informed that I was ineligible because of past late payments. I explained that I am a single parent facing challenging circumstances, and managing the current bill is becoming increasingly difficult. While I understand that policies are in place, I am seeking some compassion and understanding during this tough time.I respectfully request that this matter be escalated to someone who can review my case thoroughly. I would appreciate a follow-up phone call at [Your Phone Number] to discuss this further.Thank you for your time and consideration.Sincerely, ***** Garconnet Account #******* *******************

  

  Business Response

  Date: 04/22/2025

  Dear BBB Case Manager and ********************************* you for the opportunity to respond to the concerns submitted by ******************** regarding her recent experience with Blue Stream Fiber.
  We sincerely apologize for any frustration caused during her interaction with our support team and for the service disruptions she experienced. We also acknowledge that Mrs. ********* specifically requested a phone conversation with a supervisor, and we regret that this request was not honored. We understand how important it is for our customers to feel heardespecially when navigating ongoing service challenges and financial hardship.

  After reviewing her account and considering the circumstances she shared, we have applied a courtesy credit as a gesture of goodwill and in recognition of the hardship she expressed. While we understand that billing policies are in place, we also believe in approaching each situation with empathy and flexibility whenever possible.

  We have encouraged Mrs. ********* to contact our Customer Experience team directly at ************ should she need further assistance or wish to discuss payment arrangements in the future.
  Blue Stream Fiber remains committed to delivering reliable service and compassionate support. We value Mrs. *********s long-standing relationship with us, and we hope this resolution brings clarity and assurance that her concerns have been taken seriously.

   

  
  Sincerely,
  ******** ********
  ***************************************start="1810" data-end="1813"> Blue Stream Fiber
  ?? **************************************************************
  ?? ************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23223850
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Garconnet

• Initial Complaint

  Date:04/05/2025

  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.

  I am paying for internet and cable services that goes out repeatedly. I work from home and it is critical that we have internet. They sent a service guy out two weeks ago and suppose everything was fine. Today I was on the phone for over 30 minutes with the and he couldnt fix the issue. The next appointment is not until Tuesday. That means I cannot work Monday and I cannot work Tuesday whileI wait on them to fix the service. They have never once gave me a credit return my call which Ive asked to speak with thesupervisor many times. This is unacceptable and I need someone to reach out to me and resolve this immediately. Having a customer have to reset their modem every other and change the setting on their TV is out of hand.

  

  Business Response

  Date: 04/14/2025

  Dear BBB Case Manager, 

  We have made multiple efforts to resolve the concerns raised by Mr. ******************** style="font-size: 0.875rem;">A technician was dispatched and completed a service visit on April 8th. Following that appointment, we reached out via email on April 9th to follow up and ensure his services were performing as expected. We also proactively applied a credit for one month of service as a gesture of goodwill. As of today, we have not received a response.

  Regarding the reported service interruptions, we also clarified in our communication that some of the recent outages were due to third-party factors outside of our controlsuch as roadwork and utility company interference (e.g., FPL). These types of disruptions are unfortunately not within our scope to resolve directly but are always monitored and reported accordingly.
  We remain ready and willing to assist Mr. ******** as soon as he is available to respond and will gladly continue to support him with any service-related concerns.

   

  Kind regards,

  ******** ********
  CX *******************start="624" data-end="627"> ?? ************
  ?? **************************************************************