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:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 have been without internet since approximately 1:00am 1/1/2025 (2 business days) without an estimate of when this will be resolved. This is unacceptable when some of us are *** and we are FORCED to have this company as our provider due to a partnership agreement with the apartments. Now a major storm is heading our way and no crews working while its possible. It will be impossible with the weather for at least 2 days.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnpursuableMore 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 writing to express my dissatisfaction with the service provided by Broadband MDU at *************. As the sole internet provider in the area, I expected better service, especially given that I am subscribed to the most expensive plan availableRapido! Rapido! Extreme. Despite this, my internet download and upload speeds have never reached the promised 100 Mbps, meaning I am not receiving the service I am paying for.Additionally, I was charged a $25 late fee just one day after the payment was due. This kind of practice is typically associated with companies serving low-income or bad credit consumers, which is not the case here. It is concerning that Broadband MDU seems more focused on applying unnecessary fees rather than addressing service shortcomings. Considering the frequent service outages, I believe the company owes me compensation rather than imposing additional charges. Also, they should discontinue advertising the Rapido! Rapido! plan since those numbers are not attainable with the equipment they currently have on premises to provide the wifi. I expect these issues to be addressed promptly and for the necessary adjustments to be made to my account to reflect the substandard service.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Broadband has been the worst internet company. I have to call every single week, the internet is down for more than 8 hours. No credits to my bill are even considered due to the fact I work from home and cannot work when their service is down. It has been 10 hours now. *** called out of work due to internet connection 3x this past two weeks. What is going on. I have called so many times and they tell me its a ***** hour turn around and they cannot send a tech out. How do you guys expect me to pay my bill without working? Make it make sense.

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  Resort Internet / Broadband MDU is an internet provider in ***** area. The service has been down for 6 days since 8/10/24. I've been contacting customer service since then, and received no reaction from the technical team, not even an estimated time when the service is going to be restored.

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Ive been having Internet issues for the past 4 months. The Internet works intermittently or does not connect. Their website claims is 24/7 but when you call them pressing all 4 option's available the call drops. Ive been out of the Internet since 10pm. Mind you I work from home and is a big necessity to have internet. I live in a high rise building so without wifi the connection is bad. My fianc emailed them and never got a response

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service 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.

  Im lodging a complaint against Broadband MDU for their complete failure to fulfill a scheduled installation appointment for my internet and cable package, for which I pre-paid $122 in February. Despite assurances and specific instructions, their service has been woefully inadequate and unprofessional.Incident Overview:Scheduled Installation: I arranged for Broadband MDU's installation between 3:30 PM and 5:30 PM on a Thursday, coinciding with my availability. As an engineer, reliable internet is not a luxury; its a necessity for my **************************** I was in the coworking space within the same building, available for the entire window. I specifically requested the technician to contact me UPON arrival. I emphasized this because I might not hear a knock due to using headphones while working.Service Failure: Despite being on-site just 10 minutes past the start of the window, I found a Sorry we missed you tag on my door, shockingly blank and seemingly reused. This indicates not only a failure to adhere to my instructions but also a disregard for customer time and property.Consequences: Now, Im faced with a weeks delay for rescheduling, severely hampering my work. Broadband MDUs negligence forces me into an untenable position, affecting my professional responsibilities.Resolution Sought:Immediate and priority rescheduling of installation at their earliest convenience, at no extra cost.An explicit apology from Broadband MDU for the mishandling and inconvenience caused.Compensation for the undelivered week of service, reflecting the absence of essential internet and cable.Their disregard for my explicit instructions and the lack of professionalism shown by leaving a non-filled, reused tag as the only communication is unacceptable. Its crucial that Broadband MDU addresses this failure promptly, ensuring it doesnt recur.I urge the BBBs intervention to facilitate a resolution that respects my time and professional needs. Thank you.

  Customer Answer

  Date: 02/09/2024

  I'm reaching out to inform you of a significant positive update regarding my recent complaint against Broadband MDU, which was submitted on [Date of Original Complaint Submission]. I believe it's only fair to share this development to ensure the accuracy and current relevance of the information on record.

  Following my complaint about a missed installation appointment and the inconvenience it caused, Broadband MDU took prompt and effective action to rectify the situation. I was contacted the morning after the missed appointment by a supervisor from Broadband MDU, who expressed a sincere apology for the oversight and assured me of their commitment to resolving the issue swiftly. True to their word, an exceptionally competent technician named *** visited my apartment the very same day to carry out the internet and television installation. This quick turnaround and the professionalism displayed by both the supervisor and the technician have been highly impressive.

  In light of these developments, I would like to formally retract my complaint against Broadband MDU. Their response to the situation exceeded my expectations, not only ensuring that the installation was completed but also demonstrating their dedication to customer satisfaction. I appreciate their prompt and considerate handling of the matter and believe it's important to acknowledge their efforts to address my concerns.

  Please let me know if there are any specific steps I need to take to formalize this retraction, or if any additional information is required from my end. I'm grateful for the BBB's readiness to assist with my complaint, and I'm pleased to report this positive outcome.

  Thank you for your attention to this matter, and for your ongoing dedication to fostering accountability and fairness in business practices.

• Initial Complaint

  Date:03/14/2023

  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 writing to report a serious issue with the internet service provided by Broadband MDU. Despite upgrading to their advertised 1Gb/s plan, my connection speed has never come close to that. I have measured my connection quality and speeds multiple times throughout the day and the highest download speed I have ever received was 600Mb/s. On average, my download speeds hover around 350Mb/s. I was never informed that the advertised speeds were "up to" and feel misled by the provider's false advertising.Furthermore, the infrastructure of the network is in complete disarray, causing frequent network packet delays and timeouts, making it nearly impossible to play online games or stream content. Despite raising these issues with the provider, they have rejected my requests to fix the problem. I urge the BBB to investigate this matter further and hold Broadband MDU accountable for their misleading advertising and failure to provide adequate service to their customers.

  Business Response

  Date: 03/18/2023

  Regarding a specific solution to this customers issue we are going to reach out to this customer directly. 

  However, in reference to this customer's claim we are providing false advertising this is simply not accurate. Every piece of material regarding speed packages is clear in staying that the advertised speeds are "up to". No provider in *****************, including competitors like ******* or AT&T guarantee their bandwidth speeds. It is simply impossible to do this because of the variables associated with providing any type of **************** to a building. Additionally, speeds should not be measured via WiFi and only measured via hardwired test. 

  Second, we disagree the infrastructure of our network is in complete disarray. Regardless of any qualifications of this customer to make such claims the reality is the customer has not seen our infrastructure and is only making this claim based on his own personal experience and not the experiences of all residents in the building or a visual check of our infrastructure. 

  Finally, we have never, nor would ever, reject any customers request to fix a problem. This customer's main attempts to contact us have been through the property manager and not us directly. We reached out to the property manager over a week ago to get the customers email address and contact him directly as our engineer would like to look at his router directly and run tests from that device. Once we are able to do this we will be able to get more clarity on this customer's particular issue and be in a better position to permanently fix their issue. 

   

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19593731
  
  I am rejecting this response because:
  

  Dear Broadband MDU,
  
  Thank you for your response to our complaint filed with the BBB. However, we are disappointed to find that your response is inadequate in addressing the concerns we raised. While it is true that many providers advertise their speeds as "up to" a certain amount, the FCC's most recent Measuring Broadband ******* report shows that cable and fiber providers were actually faster than promised.
  
  The report found that cable providers delivered download speeds that were *****% of advertised speeds on average, while fiber providers delivered speeds that were *****% of advertised speeds on average. This suggests that it is not only possible but common for providers to deliver speeds that are close to or even exceed what is advertised.
  
  In contrast, the speeds delivered by your company have consistently fallen well below what was advertised, as confirmed by our tests using a hardwired connection and professional equipment. Over a period of two months, we found that the speeds never reached more than 65% of the advertised speed. This is a significant discrepancy and we believe it is reasonable for customers to expect a closer match between advertised and actual speeds.
  
  We also stand by our assertion that the infrastructure of your network is in disarray, as we have identified issues with the gateway router located in the building that are causing significant delays and timeouts, which are disrupting the use of services like streaming or online gaming for all customers in the building.
  
  Furthermore, we would like to clarify that we have attempted to contact Broadband MDU directly on numerous occasions. While you suggest that the customer has not attempted to contact you directly, we have made multiple attempts to resolve the issue, and even though you promised to work on the issue, you never called us back to confirm whether the issue was fixed or not.
  
  We urge you to take our concerns seriously and take appropriate steps to address these issues. Thank you for your attention to this matter.
  
  Sincerely,

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

  Customer Answer

  Date: 03/21/2023

  Thank you for your email regarding my complaint against Broadband MDU (Complaint ID *********. I appreciate your attention to this matter and would like to provide the requested clarification.

  A Broadband MDU technician did visit my residence a few weeks ago to address the issue. However, the technician informed me that the advertised speeds could not be achieved and that there was nothing they could do to resolve the problem. Additionally, the technician mentioned they would escalate a separate issue concerning a timing out router in the server room, but I have not received any follow-up or updates on this matter.
  

  I would also like to emphasize that the apartment building where I reside has an exclusive contract with Broadband MDU, which owns the infrastructure and hardware within the building. This arrangement effectively eliminates any option for residents to select an alternative internet provider, and it appears that Broadband MDU is taking advantage of this situation.
  

  As a software engineer, I possess the knowledge and resources to help diagnose and potentially address the network issues. I have proactively offered my assistance to Broadband MDU, but have not received a response or acknowledgment of my offer.
  

  I hope this information provides the necessary clarification for you to proceed with the conciliation process. Please do not hesitate to contact me if further information is needed.
  

  Thank you for your assistance in resolving this matter.

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

  Business Response

  Date: 03/21/2023

  ****************************,

  We recently sent you an email so we can work on your issue directly rather than use the BBB as an intermediary. 

  We are aware a technician has come to your unit recently but at this point we would like to send a technician again so he can work with an engineer remotely to better diagnose your issue. The technician is correct in stating that he is not trained to troubleshoot and/or diagnose all issues related to speed and packet loss. Such troubleshooting is generally reserved for an engineer that is trained all of the backend systems that constitute our network. 

  Regarding the report you cited our only exception to your initial comment was that the services provided to you were not, nor have they ever been, advertised as a guaranteed bandwidth speed. Furthermore, we have never engaged in any false advertising. No provider guarantees or promises any specific speed, regardless of their ability to consistently deliver more than, all of or a portion of the advertised speed. 

  Additionally, while the specific report you are referencing is not clear, assuming it is the most recent report published in January, it is extremely important to understand that the report findings you are using as the basis of an argument are NOT for a 1 Gigabit tier service. Again, we are not saying higher speeds on our system are not possible, but you cannot cite a report for Cable and Fiber providers measuring realized speed vs advertised speeds when the advertised speeds they are talking about are for 300, 400, 500 and 800 Mbps tiers. It is not an apples to apples comparison. 

  Finally, as a software engineer you should know better than anyone that your issue is not speed. It takes 15 Mbps to download a 4K ******* movie. Less than that for the majority of content that gets streamed. An HD zoom call takes less than 3 Mbps. Your issue is packet loss and not speed and to that end there is no question that you have an issue. Contrary to your opinion we do not believe this issue is building wide or a reflection of our network infrastructure but we can save those comments for a different email or BBB response. 

  As per our direct email we would like to set up a time to troubleshoot your router specifically with our engineer to get some more insight into what is happening specifically and go from there. 

   

  Customer Answer

  Date: 03/26/2023

  Dear Broadband MDU Support,

  I am rejecting the previous response and providing more information regarding complaint 19593731.

  We received your direct email on 3/21/2023, 5:18 PM, following our most recent response to the complaint on BBB sent on 3/21/2023, 3:48 PM. We appreciate your willingness to address the issue; however, we prefer to continue communicating via BBB until the issue is fully resolved. We remain open to direct email communication if necessary.

  To clarify our concerns, the average measured download speed by a hardwired connection in the last 30 days is 135Mbps, while random daily measurements using Speedtest.net indicate approximately 365 Mbps download. These speeds are significantly below the advertised 1Gbps bandwidth rate and even lower than the less expensive internet package (which, we believe, offers 400Mbps) provided by your company. A traceroute command reveals that the device with IP address 170.55.65.117 continues to cause significant delays or timeouts. We have attached a screenshot showing a ****ms response time or timeouts.

  Although Broadband MDU claims not to manage the device with IP address 170.55.65.117, the technician connected to the device with IP address 170.55.65.118 in my presence, suggesting a similar sequence.

  Our primary concern remains the company's advertising of inaccurate speeds that it cannot deliver. Since signing up for the service about three months ago, the highest measured download speed has been approximately 600Mbps, which is 40% less than the advertised rate. Furthermore, download speeds over the past 30 days have significantly worsened. We expect to occasionally benefit from the 1Gbps download service and experience average speeds closer to the advertised rate. Paying for a 1Gbps service that barely delivers 40% of what we pay for indicates serious issues that we believe the company is aware of but refuses to address.

  We eagerly await your response and hope to find a satisfactory resolution to this ongoing issue.

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

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 4 months Ive used this company due to the fact that theres no other internet provider that is allowed at the complex that I live in. Every day for at least an hours the service goes away. Since August 5th 2022 Ive had no internet service. Ive opened various tickets and the issue has not been resolved. Is very disappointing as is also affects my job.

  Business Response

  Date: 09/03/2022

  This communication is extremely confusing to us. 

  You are saying you have not had Internet since August 5th? How is this possible? That is nearly a month without service. Everyone of our customers in the building is currently working without any issues. 

  In early August we did start experiencing an issue with the service that was resolved, mostly, by the middle of August. We had one brief outage on Sunday August 27th, but that has been the only issue for the past two weeks. There is no reason your service should not be working. 

  The other day we received a ticket on your service, checked it remotely and saw that your modem was online. Something else must be going on here because this simply does not make sense. Everyone in your building should be getting fast and reliable Internet service. 

  If you are reading this please send us an email at ********************************** and we will assist you further. 

   

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17901670
  
  I am rejecting this response because:
  I am saying that Ive been without proper internet since August 5th. *** made numerous calls to your team and they have all left me hanging. After submitting this claim I got an email from someone named *****. Then hes been radio silent since then. At the moment Im writing this message Im doing it through my phone because the internet at my apartment still does not work. Also thank you for calling me a liar once again. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/19/2022

  I believe since the last correspondence this customers issue has been resolved. If that is not the case please advise and we will get it resolved. 

   

  Mitch 

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We waited all day for the cabpe Guy to show up. I called broadband every 10 min. Was on hold. Got no answers. Ultimately was stood up - wasted a day and now cant get another date for install from them.

  Business Response

  Date: 08/17/2022

  Per the technician he was at the customers apartment at the correct time. He knocked on the door and there was no answer. The allotted time was 3:30-5:30 so I am not sure how that constitutes a waste of an entire day. We apologized for missing the appointment because the customer is claiming the technician was never there and we provided them with an appointment for the next day.