ComplaintsforBlue Stream Fiber

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my subscription with Blue Stream after they failed for almost twelve months to provide me with the service I was paying for. I had paid ***** every single month for 1 Gig Internet ****************************** and not once did they provide me cable and the internet speeds I had were well below 10 Mbps most of the time. On top of this, there were multiple interruptions - some of those lasting over a week - where they provided absolutely no service due to failures on their end and I was not compensated. As a result, I cancelled my subscription with them August 1st - well before the new billing cycle would start. I was assured I would be provided with credit for my remaining days as well as the days I had called to report lapses in service, per their request. I also, in good faith, scheduled multiple times opportunities for them to pick up their equipment - in which they never showed up or followed up after committing to after multiple follow *** on my end. I did more than a reasonable attempt to return their equipment, each attempt which was refused by them. They are now attempting to double charge me for a subscription that was cancelled, and they are attempting to charge me for the equipment that they refuse to take back and have abandoned. Additionally, they are withholding credit that was promised to me as compensation for their failure.

  Business response

  08/21/2024

  Dear BBB Case Manager,

  We appreciate the opportunity to address the concerns raised by our customer regarding the recent experience
  with our service.

  We take our commitment to customer satisfaction very seriously and strive to always provide reliable service. However, in this case, it appears there were several misunderstandings that we would like to clarify.

  1. Service Issues and Billing: During the last technical visit, our technician identified that the issue causing the customers poor internet performance was due to a loose connector behind the modem from the customer's wall. The technician resolved the issue by cutting the long conductor to size on the connector
  by the wall plate and replacing both connectors at the ground. We applied a full day's credit on the day the customer contacted us about these issues.

  2. Equipment Return: We have a process in place for customers to return equipment by dropping it off at our Coral Springs office during business hours. As a courtesy, we also offer to pick up equipment. We offered this courtesy to the customer, but on the day, they requested, our tech operations team had a meeting until noon. We left a voicemail requesting the customer to contact us to arrange a pickup time in the afternoon or on another day. Unfortunately, we did not receive a callback from the customer. As is standard practice, the equipment remains the customers responsibility until it is returned.

  3. Final Billing and Charges: We understand the customers frustration regarding the charges. We assure you that we do not double-charge customers. The billing applied to the account was accurate based on the service provided and the equipment's return status. We are happy to work with the customer to ensure all charges are accurate and to apply any further necessary credits.
  

  We value our customers and are committed to resolving any issues they may face. We will continue to work closely
  with this customer to address their concerns and ensure a satisfactory resolution.

  
  Thank you for your attention to this matter.

  
  Sincerely,

  
  ************************************
  Customer Experience Specialist
  ************************************
  ***************** Coral Springs, FL 33065
  ************

  Customer response

  08/22/2024

   
  Complaint: 22165789
  
  I am rejecting this response because:

  Blue Streams claims are incorrect.

  
  1. Service Issues and Billing: After weeks of having little to no internet, I called Blue Stream multiple times on July 24th and July 25th. After asking for some compensation for the issues Id been facing for weeks, they said credit could only be applied AFTER a tech had come to my home. I only asked for compensation because I was paying $71.99 per month for no internet and my current plan (1 Gig) was now $50 per month. A tech did come on the morning of one of those two days. The tech was in my home for two hours and claimed the issue to be resolved. After the tech left my home, shortly afterward, the speeds went back down to averaging between ****** Mbps across devices whenever it wasnt down. For reference, on July 25th, on the occasional moment I did have internet, such as 1:02 PM, the speed was 2.44 Mbps with 21 ms ******* 1 Gig speeds should fall typically at 600 Mbps minimum. This situation was so bad my household reached our mobile providers 5G Hotspot tethering limit well before the month ended, which has never happened in our 10+ years of being customers.
  Additionally, throughout my multiple calls with Blue Stream, I was told to call every single day my internet was slow/down just to receive their per diem credit compensation after the tech visits. This eventually became a logistical nightmare as wed sometimes be on the phone for hours waiting for someone or to be passed around between customer and technical support without consent to then be told to wait until they sent out their next tech to work on the issue. Everyone in my household works and just doing this, not including having to carve out time in our schedules for the tech visits,quickly became a pain point.
  I called again the morning of July 26th because my internet speed had dropped to 0.5 Mbps at some point. I was passed through multiple agents. Then, with the help of one of the agents on the line, a tech was scheduled to come Monday, July 29th (3 days out) to check out my issues which was the earliest availability they had for any of their techs. In the meantime, the tech agent offered to help resolve the issue over the phone.We eventually got my internet speed to come back up to 900 Mbps. Additionally,that representative was kind enough to inform me that Blue Stream can monitor and see my internets downtimes/speeds remotely he reconfirmed that they could see how bad my internet was over the course of July. If they could see this remotely, why make me call every day to inform them my service was down?Anyway, that call ended up being in vain as my internet speed dropped to 1.60 Mbps after ending the call.
  On July 29th, the other tech came, and their resolution was to replace the modem. They introduced a modem router which then connected to the already existing router, introducing additional Wi-Fi interference as they had now set up at the same time two dual band devices when they could have simply removed the router completely and left us with the new device by itself. The issue was not fixed, and the tech said they would send another person later that week on Thursday, August 1st. Blue Stream claims the technician identified that the issue causing the customers poor internet performance was due to a loose connector behind the modem from the customer's wall. This contradicts physics laws as digital communications are an all-or-nothing affair (as a side note, this is why with analog communications, you could still see the TV image, but with a lot of interference, while with a digital signal the image completely freezes). For Blue Streams claim to be truthful, we should have experienced a complete loss of service until that connector was connected. We experienced a degraded service with reduced speeds which are signs of completely different issues, which Blue Stream does not dispute.
  I changed my internet provider the morning of Thursday, August 1st. That same morning Blue Stream attempted to call me at 8:18 AM and 8:58 AM. ********* UnknownLastName and *************************** from Blue Stream left voicemails to reschedule my appointment to an afternoon slot that day because their technicians were in a meeting until noon.I didnt call Blue Stream back because, shortly afterwards, one of their representatives showed up in-person at my house to reschedule. Since my new provider had installed their services, I told the Blue Stream representative to not bother rescheduling with me as I no longer needed a technician or Blue Streams services. Then, that very same day at 2:11 PM, we called Blue Stream to cancel all services with them. That call lasted over an hour.
  No Blue Stream technician came to my house,with my knowing, following my cancellation on August 1st. One of my household members reported, however, they found it odd to find a Blue Stream vehicle parked in front of my home in the following days AFTER cancelling my service with them, but it was not something scheduled, and no one ever knocked on my door. If they did come to my property following August 1st for any additional work, it was without my consent, and they didnt go inside my house.

  
  2. Equipment Return: When we cancelled our service on August 1st, the Blue Stream agent(s) on the phone told us theyd send a tech to uninstall and pick up their equipment. We scheduled for a Blue Stream tech to come August 5th where they indicated a service window between 8 AM 5 PM as they told us they could not give a more specific time window. Blue Stream did not contact us afterwards to arrange a more precise pickup time. Thus, we waited all day that day, but the tech was a no-show, and we never received any follow-up as to why even after calling Blue Stream several times. In fact, one of the support representatives that picked the call indicated that they themselves were unable to receive a response back from their dispatch and they indicated that as soon as they had an update, they would inform us promptly, which of course never happened as is usual with Blue Streams lack of communication. It is curious that in their reply not once did they mention the tech operations meeting nor calling us to arrange a pickup time. We called once again to reschedule their lack of show, and the story repeated once again where we waited the whole day for them to pick up the equipment and they did not show again. On August 13th, we contacted a Blue Stream representative, ****, who can be reached at **********, were he committed after a conversation with us to personally pick up the equipment on August 15th. As it has now become a common occurrence from Blue Stream, on August 15th, Blue Stream once again did not make the simplest effort to show up and pick up the equipment.

  
  3. Final Billing and Charges: I cancelled Blue Stream services on Thursday, August 1st before Saturday, August 3rd (when the new billing cycle would have happened). The multiple Blue Stream customer representatives we spoke with prior and on the day of our cancellation had assured us that if we cancelled before the new billing took place on August 3rd, we would not be charged for the new month. Instead, we were informed we would receive credit for the remaining days we were not using their service. So why is it that if I was paying $71.99 per month and had multiple days of per diem credit, Blue Stream attempted to charge me $73.99 and charge an additional $24.61 on top of that on August 5th? What service can they say was provided when (1) my internet was NOT ever fixed, (2) I had cancelled with them prior to the end of the new service period, and (3) Blue Stream never provided an additional service after their last unresolved visit to my home on July 29th. Furthermore, Blue Stream attempted to charge me two equipment fees, one totaling $107.80 and the other $125, on August 8th. Why do so after we made multiple more than reasonable attempts to return their equipment based on the instructions, they gave us? The standard across the *** industry is to permit drop off at *** or ***** free of charge to the customer. This is something they never offered me and instead offered pick-up of the equipment, which they have failed to do.

  Weve made multiple more than reasonable attempts to return Blue Streams equipment. Weve called them multiple times to reschedule and follow up with Blue Stream for their abandoned equipment. Each time has been met with a no-show or cancellation on their end or them promising to get back to us, which they never do. I have been and am more than willing to try once more to return Blue Streams equipment, but so far,all my good faith attempts have been in vain, and theyre attempting to fraudulently charge me a total of $331.40. I hope you understand why I am apprehensive to continue any process with them unless I have written electronic communication records with them as opposed to doing everything via phone calls or in-person.
  

  The resolution to this is very simple. Please note how Blue Stream in their response refused to provide a resolution to the issues at hand. 1 Blue Stream needs to remove the fraudulent charges that total $331.40. 2 Blue Stream schedules with us a date and time to pick up their equipment AND SHOWS UP TO PICK IT UP. Blue Stream claims that they will continue to work closely with us ( We will continue to work closely with this customer to address their concerns and ensure a satisfactory resolution). However, we have also contacted them multiple times through email and they have not replied to us once. In fact, this is the first time that we see anything that remotely resembles a response to our concerns and it was not even a response addressed to us, but rather to you ****. We can provide our call logs and copies of the emails we have sent them to corroborate our claims if needed.

  Please communicate this resolution to them. I will also do so on my end and add you to the thread.

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are fairly new to BlueStream Fiber service as our neighborhood has switched. We are getting numerous fraudulent charges on our bill. I have made several phone calls to get bill fixed with no satisfaction. There have been charges for Adult content movies. We have never watched and or rented these movies or any other movies! I have been asking to take these charges off! We are Seniors and dont even know how to rent ANY movies on our TV!!! Today we had a technician come out and change out all boxes hoping this will help. We have been married for almost 50 years and have NEVER rented Adult movies! I would be willing to prove that by other cable services we have had! I am asking that all these movies to be removed and credited to our balance.

  Business response

  07/19/2024

  Dear BBB Case Manger,

  Thank you for bringing this matter to our attention. We have investigated the subscriber's claim regarding the Video On Demand (***) charges for adult content.
  As a courtesy, we have refunded the *** charges in question to the subscriber's account. Our system records indicate that the service was processed from the subscriber's equipment, as all transactions are conducted through a secure network.

  Despite this, we understand the subscriber's concern and are conducting a thorough investigation since the subscriber assures us they were not responsible for these requests. We have also replaced all the set-top boxes in the subscriber's home in an effort to prevent any further issues.

  We are committed to resolving this matter and ensuring the satisfaction of our subscribers. We will keep the subscriber informed of our findings and any further actions taken.

  Thank you for your assistance in this matter.

  Customer response

  07/25/2024

   
  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bluestream never delivers the advertised download/upload speeds.Network congestion is atrocious.Not enough nodes properly set up in the city of Coral Springs which then forces all traffic to very few nodes.Non-compete clauses with HOAs all over Coral Springs so consumers do not have the freedom of choice to seek service from another **************** Provider.Horrible ping and network lag during all hours of the day and night.Will be contacting and filing an official complaint with technical evidence to the Federal Communications Commission.

  Business response

  07/17/2024

  Dear BBB Case Manager,

  On July 16th, we spoke with our customer regarding their reported issues of lag and high ping rates, primarily occurring during streaming and gaming activities.
  Our technical support specialist rebooted the customer's modem, and during testing, normal ping rates and latency times were observed. However, the issues persisted specifically during in-game activities. We kindly advised our customer to check game forums for similar issues, as this may indicate a problem related to the specific games rather than our service.

  We are committed to resolving this matter and have requested our customer via email to let us know when is the best time to contact him to further investigate and address his concerns.

  
  Thank you for your attention to this matter.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our *************** includes Blue Stream as our TV, Internet and phone provider. We don't have a phone so have NEVER used it. We've had several call outs from Blue Stream over the passed 3 years of service. Recently our remote in the living room would not work so we replaced the batteries and when it still wouldn't work my wife spent time on the phone trying to resolve the problem. After it could not be resolved a call out would be warranted by the person on the phone. WE WERE NEVER TOLD A CHARGE FOR THE CALLOUT WOULD BE HAPPENING. The technician came out and within seconds pressed a few buttons on the remote and got it to work properly. Now when I called to complain the person on the phone wants to sell me a PROTECTION PLAN for $7.95. This is the first time in 3 years we ever heard of a protection plan. It should be noted the technician who came out did NOT REPLACE BATTERIES but just hit a few buttons on the remote and got it to work.

  Business response

  06/24/2024

  Dear Better Business Bureau,

  We are writing in response to the complaint submitted by our customer, regarding a recent service call issue. We appreciate the opportunity to address and resolve this matter.
  Summary of the Issue: The subscriber experienced an issue with their remote control and contacted our support line for assistance. After troubleshooting over the phone, a service call was scheduled. The technician resolved the issue promptly by pressing a few buttons on the remote. The customer stated that they were not informed of the callout fee at the time of scheduling, which resulted in their dissatisfaction. This is the first such incident for this account in the past three years of service.

  Resolution: To ensure customer satisfaction and address the subscriber's concern fairly, we have credited the trouble call fee for this visit. This decision reflects our commitment to maintaining a positive relationship with our valued customers and ensuring transparency in our service policies.
  Next Steps: We will personally inform the customer about the coverage details of our standard service and the Home Protection Plan (HPP), clearly explaining what is and isnt covered. This proactive communication aims to prevent similar issues in the future by ensuring our customers are fully aware of their options and any associated costs.

  Thank you for bringing this matter to our attention. We trust this resolution meets the customer's satisfaction and demonstrates our commitment to excellent customer service. Should you have any further questions or require additional information, please do not hesitate to contact us.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bluestream has refused to install my internet, alarm, phone and cable. Bluestream contracts with my association to provide service to the residents in my neighborhood . I was given an appointment for installation on Saturday, May 18, 2024 from 8:00-12:00pm (two days after I closed). I met a Bluestream worker at my home on that day. He spent over an hour at my home banging around and going back and forth outside and then the Bluestream worker said he cant install my internet, phone, alarm or cable as there is no signal. The technician advised me that hes not happy as he doesnt make money when he does not complete jobs. Ironically, that same day, my neighbor across the street had Bluestream over at his home and they installed everything with no problems.I called technical support that same day, May 18, 2024 and they advised me that the technician should have just called customer service to set up the account but he failed to do that. They said that the earliest appointment they could give me was Wednesday ,May 22, 2024 from 1:00pm to 5:00pm. I was very disappointed by this because I work from home and need the internet.Then I called Bluestream on Monday and Tuesday asking for an earlier appointment as this has prohibited me from working and risking me losing my job. I also asked Bluetream to set up the account so that the service could be installed. **************** advised that they could not set an account up without the technician going there to my home first. Then I waited at my home from 1pm to 5:00pm on Wednesday, May 22, 2024 for my appointment. No one showed up and no one called. I called Bluestream to inquire as to where the technician was. I was advised that my appointment was moved to Thursday May 23, 2024. No time was given. No one from Bluestream has called and informed me about the change in the appointment date nor has anyone given me a time. No one would let me speak to a supervisor. I have no idea when Bluestream will come.

  Business response

  05/29/2024

  Dear BBB Case Manager,

  I hope this message finds you well.

  We are writing to provide an update on the resolution of the case submitted by ***************** regarding their service issues with Blue Stream Fiber.

  On May 25, 2024, we reviewed and addressed the customers concerns as follows:

  -Service Activation and Technical Issues: Our customer service team does not have direct control over technician routing or availability. However, we ensured that the customer's installation was completed and services are now up and running.

  -Resolution Confirmation: We have confirmed that the installation is complete and all services are fully operational.

  
  Based on the actions taken, we have closed the ticket related to this case. We believe this resolution meets the customers needs and ensures their satisfaction with our services.

  Please let us know if there are any further steps required or if additional information is needed.

  Thank you for your attention to this matter.
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The ** and internet are constantly down. Have to call in for repair/boost weekly.

  Business response

  04/12/2024

  Dear BBB Analyst,

  I'm pleased to inform you that we've successfully resolved the recent case concerning ********************** reported internet and cable service disruptions.

  After thorough investigation and direct communication with ******************, I'm happy to share the details of our resolution below:

  Upon contacting ******************, he conveyed that everything is now operating smoothly. However, he did express concerns regarding stability issues. In response, I took immediate action to address this by eliminating the parallel network that was causing his ONT to ping out. By doing so, we anticipate a significant improvement in the stability of his Wi-Fi connection.

  
  Thank you for your attention to this matter, and please don't hesitate to reach out if there are any further inquiries or assistance needed.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November of 2023, we sold our house in Coral Springs ***** and we stopped by the Coral Springs Blue Stream ****** and dropped the equipment, they promised us that between 5-7 business days we would receive a refund of the amount of $42. unfortunately, after 90 day they decided to send the supposed to be refunded to the forwarding address we provided, BUT the check they send has the right address and the right amount but the absolutely wrong name, blue stream creat a name on the check so we can not be deposited it.In February of this year, I stopped by the ****** of ***** Stream in Coral Springs and gave them the wrong check they processed the complaint again and they promised they would send me the same refund check this time with my actual name on it. So far I have not received anything from this company and all they have to say is a bunch of lie after lie.I relly want the consumer to know that this company is not a reliable company.and I'm requesting my refund and I will not stop till I get my rightful refund. Please see the attachment.

  Business response

  04/08/2024

  Dear Better Business Bureau,

  I hope this message finds you well. We are writing in response to the complaint filed against our company regarding the refund issuance for services rendered.

  Upon thorough investigation, we acknowledge the discrepancy in the refund process highlighted. We apologize for any inconvenience this may have caused.

   In our previous communication, we had attempted to contact our customer to resolve the issue and arranged for the refund check to be available for pick-up at our Coral Springs Blue Stream office, as per our discussion.

  Unfortunately, despite our efforts, it seems there has been a misunderstanding or miscommunication regarding the check issuance. We understand the frustration caused by the delay and the error in the name on the previous check.

  Rest assured, we have the refund check ready with the correct name as requested. It is currently available for pick-up at our Coral Springs office, as previously agreed upon.

  We deeply value our customers and strive to provide excellent service. We sincerely apologize for any inconvenience caused during this process and assure you that we are committed to resolving this matter promptly.

  
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating the resolution process. Should you require any further information or assistance, please do not hesitate to contact us directly.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/30/23 I returned all of the equipment and cancelled my account. I was told 6-8 weeks to get refund. It is now 14 weeks and still no refund. I was told 4 weeks ago it was processed. I was told 3 weeks ago it was mailed. Called last week told them I still have not received the refund. I was told let me see what i can do and i will call you back or email you by the end of the day today. Nothing!!! Called back 2 days ago was told again let me see what i can do maybe we can send it to the store and you can pick it up there i will call you back by the end of the day..2 days later and NOTHING!!

  Business response

  03/12/2024

  Dear BBB Team,

  I trust this message finds you well.

  I would like to inform you that the refund check in question was mailed on Friday, March 8, 2024, to the service address, as confirmed by our accounting team.
  We appreciate your understanding and cooperation in addressing the concerns raised by the subscriber.

  If you have any further inquiries or require additional information, please feel free to reach out.

  
  Thank you for your attention to this matter.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been dealing with issues while paying for and using Blue Stream Fiber internet services in Coral Springs. Blue Stream Fibers internet has reliability issues from an overworked node, An *** compliant was also submitted and approved on January 22nd, 2024, Ticket No. *******. I requested the *** to step in to request Blue Stream to conduct a node split.Over the past 8 months, I am having issues with packet loss and high ping spikes from Blue Stream servers causing lag while online gaming and buffering while streaming during the peak utilization hours of the day.Blue Stream Fiber has replaced all of my outside hardware connected to the tap outside my residence. This helped the issue, but it did not solve it. The issue is still present in the neighborhoods node being overworked.On February 16th, 2024 at approximately 1600 hours, three Blue Stream employees, ****, *****, and *****, were at my residence diagnosing the areas node. The three employees showed me that the node was being over-utilized and it would reach a utilization rate of approximately 90% during peak hours of the day.Due to the issue, **** opened a Blue Stream Fiber work order, work order #*******, and it stated the following in the techniciannotesTechnician Notes:Verified while at location that customer has lagging when playing game console. Maintenance checked utilization and it spiked while we were onsite. In addition when checking the history on when the customer experience the lagging the utilization exceeded the threshold. Maintenance will be following up on the next steps and coordinate with customer.On February 16th, 2024, at approximately 1000 hours, I was contacted by ***** advising that even though the node is being over-utilized, Blue Stream would not be conducting a node split to fix the issue. ***** advised the lag was due to my devices inside my residence even though the employees showed the node was being overworked from 1400 hours to 0300 hours every single day.

  Business response

  02/20/2024

  Dear BBB Case Manager,

   I hope this message finds you well.

  We wanted to update you on the customer concern regarding lagging issues while playing Fortnite on a PS5 console. Despite extensive testing, including onsite visits and thorough internal and external assessments, we were unable to duplicate the reported problem on our network. During the onsite visit, the customer experienced a 13% lag on Fortnite. However, it's important to note that these issues are likely stemming from privately hosted servers, over which Blue Stream Fiber has no control. We have explained this to the customer. Attached are pictures showing packet loss on the PlayStation compared to a laptop, indicating the issue is specific to the game server.

  If you require further details or have additional questions, please let us know. Thank you for your attention to this matter.

   

   

  Best regards,

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

  Customer response

  02/21/2024

   
  Complaint: 21309598
  
  I am rejecting this response because: Blue Stream Fiber is advising that the lag is stemming from an Epic Games Server even though the areas node is overworked. It should be noted that while I am gaming on Fortnite (Epic Games) during the high utilization hours of the neighborhoods node, the packet loss and lag have always been present for approximately 8 months. There has not been server issues with Epic Games for 8 months every single day. I also know this is not an Epic Games server issue because it happens on all games I play such as ********** RuneScape (Jagex Servers) and Rainbow Six Siege (Ubisoft Servers). The buffering is also occurring while watching videos on the ****** Plus, Discovery Plus, and Twitch streaming services. This is an ISP issue with the node.
  
  I would like to remind the BBB that Blue Stream Fiber failed to mention in their response that their node equipment is being over-utilized during the high utilization hours. Nevertheless, While I am gaming during the low utilization hours of the neighborhoods node, there is zero lag and zero packet loss on all gaming and streaming platforms.
  
  What Blue Stream Fiber is essentially saying is that they can't guarantee a connection unless it's to their servers. That means that they basically want me to pay for a gigabit connection to their email and their website. They also want us both to believe that 3 popular multiplayer games would have lag issues every single day for MONTHS only at night during the high utilization times of the day, and no one would complain about it.
  
  Finally, I conducted a trace route on February 18th, 2024, at approximately 1600 hours on 8.8.8.8 (Google.com). After the trace route was finished, there was a packet loss of 8% from numerous different tests.
  
  Blue Stream Fiber Employees showed me that the node was being overworked. A node split would fix the packet loss issues.
  
  Sincerely,
  
  August Charni

  Business response

  02/27/2024

  Dear BBB Case Manager,

  I hope this message finds you well.

  I wanted to provide you with the latest update on the case concerning our customer, who reported issues with lagging on the game Fortnite while using his PS5 game console.

  Our Technical Operations team has conducted a series of tests, including trace routes and latency tests, both internally and externally. Unfortunately, the reported issue could not be duplicated during these tests. In an effort to resolve the matter, an onsite visit was conducted with a lead technician, network technician, and myself.

  During the onsite visit, additional tests were performed, including trace routes and latency tests, by all involved parties. Despite these efforts, the customer's reported concern could not be duplicated on our network system. It was observed that the customer experienced lagging of 13% on Fortnite while using his PlayStation 5, and we explained to the customer that such issues are related to privately hosted servers, over which Blue Stream Fiber has no control.

  For your reference, I have attached pictures from the PlayStation showing packet loss, alongside a laptop that experienced no loss during the same timeframe. This evidence further supports our findings.

  If you have any further questions or require additional information, please do not hesitate to reach out. We are committed to ensuring a thorough and accurate resolution to this matter.

  Thank you!

  Customer response

  02/27/2024

   
  Complaint: 21309598
  
  

  I conducted another trace route, and I attached the results. Could you please add this to the case for review?

  
  

  I am now experiencing packet loss at 36% from running a trace route to Google.com (8.8.8.8). The dates and times are listed on the photos.

  
  
  Sincerely,
  
  August Charni

  Business response

  02/27/2024

  Dear BBB Case Manager,

  I hope this message finds you well.

  I wanted to provide an update on the case opened by the customer regarding lagging issues experienced while playing Fortnite on his PS5 console.
  Upon receiving the complaint, our team conducted a thorough investigation, which included internal and external tests such as trace routes and latency tests. Despite our best efforts, we were unable to duplicate the reported issue on our Network system.
  To further address the concern, a site visit was organized, involving a lead technician, network technician, and our Tech Ops Supervisor. During the onsite visit, additional tests were conducted, including trace routes and latency tests by all parties. However, we could not replicate the customer's reported lagging issue on our network infrastructure.

  It's important to note that during our onsite examination, the team observed the customer experiencing a 13% lag on Fortnite while playing on his PlayStation 5. We explained to the customer that these issues were related to privately hosted servers controlled by Fortnite and not within Blue Stream Fiber's network.
  For your reference, attached to this message are images depicting packet loss on the PlayStation console compared to a laptop without any loss. These were taken simultaneously to illustrate the lack of packet loss on our network.

  We remain committed to providing excellent service and addressing customer concerns. If you require any further information or have additional steps for us to take in resolving this matter, please let us know.

  
  Thank you for your understanding and assistance in clarifying this situation.

  
  Sincerely,

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

  Customer Experience Specialist

  Customer response

  02/27/2024

   
  Complaint: 21309598
  
  I am rejecting this response because:

  This is the same response provided by Blue Stream Fiber. In fact, it's almost an exact copy and paste from the last response except Blue Stream Fiber stated the following...

  "These were taken simultaneously to illustrate the lack of packet loss on our network."

  The picture of the packet loss on Fortnite and the picture of the trace route results were not taken "simultaneously." These were conducted at different times during their visit and they were not taken during real time of each test. This is a complete lie.

  Blue Stream Fiber failed to mention or reply to any of the other concerns listed in my previous message. Please go back to my previous message and reconsider your response.

  Sincerely,
  
  August Charni

  Business response

  03/05/2024

  Dear BBB Team,

  I trust this correspondence finds you in good health.

  I am reaching out to provide a thorough update on the customer's inquiry concerning lagging issues encountered while playing Fortnite on his PS5 game console.

  Upon the customer's initial report, we diligently conducted a comprehensive series of tests, both internally and externally, encompassing trace routes and latency assessments. Despite our concerted efforts, the reported issue could not be replicated within our network systems.

  In an effort to address the concerns in a meticulous manner, we organized an onsite visit, accompanied by a lead technician, network technician, and myself. Additional tests, including trace routes and latency checks, were meticulously performed on-site. However, the customer's reported lagging issue could not be substantiated within our network infrastructure.

  During the onsite assessment, we observed a 13% lag on Fortnite on the customer's PlayStation 5. It is imperative to emphasize that Fortnite utilizes privately hosted servers over which Blue Stream Fiber has no jurisdiction or control. We communicated this to the customer, providing a clear understanding that the lagging issue emanates from the game server and not our network infrastructure.

   Furthermore, we conveyed to Mr. ****** that no similar reports of network issues within the node have been received from other subscribers. Unfortunately, addressing this specific concern through node splitting necessitates compelling evidence, involving city permits, allocation of company resources, and manpower. Regrettably, our current statistics do not reflect a significant number of technical visits within that particular node.

  Should you require any additional information or clarification, please do not hesitate to reach out. Your understanding and cooperation in this matter are greatly appreciated.

  Customer response

  03/06/2024

   
  Complaint: 21309598
  
  Good afternoon BBB,
  
  
  I am rejecting Blue Stream Fibers response because they are essentially copying and pasting their orginal response while restructuring some of their sentences. They are not fully answering my concerns regarding packet loss which is ONLY happening during the high utilization hours of the neighborhood's node. There is ZERO lag and packet loss during the low utilization hours of the neighborhood's node. Blue Stream Fiber only keeps mentioning Fortnite Servers being the stem of the issue even though I've articulated that the lagging and packet loss comes from numerous streaming and gaming platforms all hosted by different company servers such as Jagex, ********************************* Plus, Discovery Plus, etc.. There has not been server issues with all of these companies for approximately 9 consistent months during the afternoon hours only every single day. 

  
  
  In Blue Stream ******* response, they advised... 

  
  
  "Furthermore, we conveyed to Mr. ****** that no similar reports of network issues within the node have been received from other subscribers. Unfortunately, addressing this specific concern through node splitting necessitates compelling evidence, involving city permits, allocation of company resources, and manpower. Regrettably, our current statistics do not reflect a significant number of technical visits within that particular node."
  
  
   I would like to know why Blue Stream Fiber will not conduct a node split after advising me during their on site visit that the neighborhood's node IS being overworked reaching a 90% capacity. It should also be noted that during the 90% utilization spikes of the node, Fortnite did lag during real time testing and the technicians did witness this. The 36% packet loss to Google.com during a trace route was never mentioned in their reply. Again, this is not a 'Fortnite issue'. This is an internet service provider (***) issue and I am still restricted to Blue Stream ******* services as they have a monology in my neighborhood being the only *** at my residence. I am paying for a service I am not fully receiving due to the serious packet loss and lag/buffering due to the overworked node.
  
  
  In summary, Blue Stream Fiber is not answering my concerns regarding the packet loss on all gaming and streaming platforms during the high utilization hours of the neighborhood's node. They only are advising the issue is from the Fortnite Servers even though everything I do during the high utilization hours has packet loss, lag and buffering issues. Blue Stream Fiber failed to mention the 36% packet loss provided through a loss trace route sent to Google.com. The evidence of that was provided to the *** and they continue to ignore it. Blue Stream Fiber essentially advised they would not conduct a node split because no one else has complained about the packet loss in the area, so a node split would not be conducted even though they witnessed it being overworked with their equipment during their onsite visit. I would again like to remind Blue Stream Fiber and the BBB that there is ZERO lag and packet loss during the low utilization hours of the neighborhood's node.  Blue Stream Fiber continues to disregard my complaint and they are refusing to fix their equipment by not conducting a node split. Blue Stream Fiber continues to copy and paste their responses and they are not fully addressing my concerns and complaint fully.
  
  
  To put things in perspective, if the ************* ****** Services lost 36% of my packages I purchased through online orders, the ************* ****** Service would not blame me and say that is normal.
  
  
  Respectfully, 
  
  
  *************
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have already done a BBB complaint about this and i am not the only one experiencing this.Here is the same complaint in the same area in this link ************************************************************************************************************************************************* issue is they do not want to address the real issue. From 6 to 11pm, the latency spikes are absolutely terrible. 500 up to 1000ms spikes all through the evening and night. During the day or early mornings are no issue .This means the traffic is not apparent, they try to blame everything else and the main core of the issue is too many people on the node and they refuse to upgrade it which would solve the issue. They have replaced lines in my house, a line to connect to the cable box, and still the same exact issue. It is old and they have gained way more customers and have not upgraded to the amount of people. I have all the latency stats that show latency spikes at those times. Regardless of servers it goes too. the data is factual, no spikes around 1 am to about 5pm,but right after that time is when it starts. That can't be a static issue only to node it connects too. which is overlaoded otherwise if it was anything else it would do it no matter the time.

  Customer response

  02/22/2024

  After they came on Monday and I was having the latency spikes the network and tech did not show me any data they was capturing and said **** would get back to me what they found. I showed the the high latency spikes and they showed none of their data which is suspicious now t not show since I understand the data. 

  Business response

  03/05/2024

  Dear BBB Team,

  I hope this message finds you well.

  I wanted to inform you that we installed a test modem in the customer's unit approximately a week ago. We are actively monitoring the service and will compile all relevant findings by the end of this week.

  Should you require any additional information or have further inquiries, please feel free to reach out. We remain committed to resolving this matter and appreciate your understanding.

  Best regards,

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

  Customer response

  03/06/2024

   
  Complaint: 21285722
  
  I am rejecting this response because:

  This issue has not been resolved, i attached screen shots of different testing and it all has the same results. i also attached a screen shot of someone else in my area with the same issue.(i have 2 other people at the moment that has also done a complaint to the BBB and maybe there is more then i know) it is not a tracing problem, it is a overwork node issue. Blue stream has built up their customer base to large for the node and have not upgraded the node to compensate for the amount of traffic they have required. This is why during non peak times it has no issues and from 6 to 11pm regardless of the 3rd party site, gaming service,video service,etc etc it goes too,it is like DSL connection, even worst then that at times. 8pm to 10 it is really bad and unusable.

  With a 1GB connection this should not be happening on a everyday basis. also in a screen shot is a 10.135.128.1 it goes to on any site you go to,it already has a 153ms and up to go to that server,which is most likley belongs to blue stream since it is on every single ping plotter test. this has been going on ever since i started with blue stream for the past 3 years. i have not had this issue with any other isp with the latency spikes as consistent as this. If this was anything else then a node issue ,it would do it 24/7 though out the day and it doesn't, only happens at the times i stated and obviously the weekends since most people are home.

  They try to blame the 3rd party services which no one else i talk to has that issue since they do not have blue stream services.ISP's are suppose to carry you to 3rd party services anyways, they are the transportation to get there. And if the transportation is messed up and overloaded all 3rd party services are going to have a issue getting there. 64kb is not the avg packet that goes to 3rd party services when people use it. video conferecing,gaming are packets much larger around 200kb and up, is when those type of packets are used is when blue stream fails to keep a stable connection at the times listed. they just refuse to split the node with would heavily fix this issue. But i am sure the cost is what is stopping them from doing it. all i want just like anybody that has filed a complaint with the BBB for this, is for it to stop having serious latency spiking.

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

  Customer response

  03/06/2024

  hello,

   

  just to add, when i connect to a 3rd party service, like ********** i get 10ms which is great and fast. that is because my speed is at 1gb. that part blue stream is doing correctly. But if the traffic is to heavy you can have a 10gb connection and it wont matter if the traffic is causing latency spiking to the whole community. so a person with a 10gb connection will experience the same exact thing.so it is not a speed issue or a 3rd party issue.

  Business response

  03/12/2024

  Dear BBB Team,

  I trust this message finds you well.

  I am writing to provide an update on a case related to testing devices that are "off" our network and beyond our control. Our thorough investigation has revealed that BlueStream's "ON" network testing is functioning as designed.

  Despite our best efforts and the inherent limitations of troubleshooting devices beyond our network, the customer remains reluctant to accept the fact that we cannot rectify issues occurring outside our network environment.

  Additionally, I would like to inform you that we installed a test modem in the customer's unit about a week ago. We are actively monitoring the service and will conduct a comprehensive follow-up at the end of the week, providing you with all pertinent findings.

  We are committed to providing the best possible service within our network parameters, and we appreciate your understanding in communicating this to the customer.

  If you require any additional information or documentation for this case, please do not hesitate to reach out. Thank you for your attention to this matter.

  Customer response

  03/12/2024

   
  Complaint: 21285722
  
  I am rejecting this response because:Blue stream has provided 0 data to the BBB or myself to show otherwise.it is not the 3rd party that is having the issue. I have shown 2 different data sets that have nothing to do with each other and the results are the same. Blue stream is responsible for getting to any 3rd party service that a customer desires. The issue is the stability of the service is unstable from 6 to 11pm and extremely noticeable at 8 to 10pm. If another ISP service is used to the 3rd party there is 0 issues. Blue stream has ignored numerous complaints from myself and other customers that have complained and showed the same exact data that their node is overloaded during those times. It is old they keep blaming services like ********* who's technology and service is way surpassed blue streams services and trying to blame them as Is what they give is superior to a giant as ********* and have 0 data to back it up. If they now show data after numerous back and forth with the BBB it will most likely be manipulated. They need to split the node, just they refuse to due to cost. Maybe they shouldn't outgrow the customer base to what they can actually handle. Can't keep growing a customer base and not upgrade to the amount of growth that has surpassed what they can handle
  
  Sincerely,
  
  *********************

  Customer response

  03/12/2024

  If needed I got 2 other people at the BBB request that can vouch the same thing I am saying that use blue streams services. Please let me know how they can contact you since they also have blue stream complaint to the BBB. Case numbers? Full name? Please let me know

  Customer response

  03/12/2024

  If blue stream would just split the ******* would greatly improve and even possibly completely fix the traffic issue. All data that has been shown points towards the traffic issue with blue stream. Again if it was 3rd party issue all ISPs would have a issue around the times I have given. but they don't have the issue because th flow of other ISPs traffic is correctly balanced with their nodes.I can say this because I have used Xfinity and other ISP Services and never had a complaint to the BBB about it for overloaded traffic.If I happened once in awhile like any service that is acceptable. But every single night at the same time is not acceptable and can be fixed with the resolution that is presented.

  Customer response

  03/26/2024

  Hello,

  Still the same issue with no resolution. They offered 0 data on what they claim 2# they did see it, which is why they tried to use their modem. So they do recognize the latency spikes. Just they are doing 0 resolution about it.

  Business response

  03/29/2024

  
  Dear BBB,

  I hope this message finds you well.

  We are pleased to inform you that we have been in direct communication with the customer, and they have confirmed that the issues raised in their complaint have been satisfactorily resolved to their satisfaction. They have acknowledged that they have our contact information should any further assistance be required.
  

  We appreciate the opportunity to address the customer's concerns and ensure their satisfaction with our services.

  Should you require any further information or documentation regarding this case, please do not hesitate to contact us.

  
  Thank you for your attention to this matter.

  Customer response

  04/02/2024

   
  Complaint: 21285722
  
  I am rejecting this response because

  They have been contacted numerous times and the result is the same. There is no resolution to the constant spiking. They repeat the same steps over and over and knowing the result is the same,overloaded nodes.Without the intervention of the BBB, they will do nothing to fix it,as the issue still present. I will be testing a version wireless to see if that can stay stable. Since I can not get ******* or ATT to my area to prove it is 100% blue streams overloaded nodes. Even though I have presented data to show it is blue streams services that is causing the latency spikes. There is also a complaint to the **** It is a company that refuses to fix what has been the problem and that is overloaded nodes that need to be split. This is tru because the BBB and the *** has the same complaint from other customers of blue stream
  
  Sincerely,
  
  *********************

  Customer response

  04/03/2024

  It has not confirmed to my satisfaction,last thing they did was pick up their modem. I am testing as we speak a ******* 5G Internet box that is 100mb down( which is 9 times less the speed that blue stream has) and 4mb upload and so far no latency spikes,peak hours start now and will be doing testing to 10pm. It is ******% their node and have shown 0 data to the BBB and I show shown factual statistics in screen captures they are the ones at fault. For the past 2 weeks my Internet during the day time is dropping Internet 4 times from 730am to 430pm. I've been working from home lately and seeing the **************** is still bad. Again they are sending a tech out Saturday 4/6/24 that will have 0 results , because it is not something a tech can fix. They keep doing the same thing over and over and expecting a different result,which is the sign of insanity isn't it? SPLIT THE **** BLUE STREAM,STOP BEING CHEAP AND FIX THE REAL ISSUE OF YOUR **** BEING OVERLOADED.!!! A 5G ******* box is beating you out in service with much less speeds,but at least it is stable. 

  Customer response

  04/04/2024

  You closed the issue with 0 resolution. My desired resolution is for the company to fix their unreliable internet service. You got numerous complaints on the same thing about  blue stream and have no recourse. There is nothing resolved!!!! It is not just not satisfied, there is a on going issue of service that is not up to par and not working properly, and you can't get any other ISP in that area,why is th BBB doing nothing about the same complaint against blue stream knowing they have this issue with 0 resolve? You closed it out allowing a company to **** its customers because they know we can not get any other **************** and know the BBB is not doing anything about it. 

*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. ↩