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:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last November, I signed my parents up with this company, Town Broadband, for rural internet service and up until August, it worked relatively well. In July, Town Broadband contacted me to buy a new router and I specifically asked the person who called me about this (it was a girl) if this needed to be done right away because I would be going out of the country for 6 weeks starting in August and my parents would not be able to troubleshoot any issues and the girl told me that it had to be purchased to replace the current router (which I had just bought back in March for $199 which I was told needed to replace the router I initially bought at the time I signed up last November for $399). I authorized the purchase and installed it for my parents on August 2 and at the time installed it, it did appear to be working, but about a week into my trip abroad, I was told it no longer was working. My parents are very limited on what they can do and troubleshooting a router isnt something either of them would be capable of doing. Upon my return home in September, I confirmed that the router was not working so I contacted Town Broadband for assistance--I called them and "****" told me I would need to open a ticket online (which I did: Ticket #*****) and not a soul responded to me to help. I called many times, followed up with E-Mails, and not a single person would respond. After a few weeks of not getting any response, I called and asked them to cancel the services all together and indicated that I wanted to return the router and was told I would need to talk with a supervisor and I would need to open another ticket (which I did: Ticket #*****) and to date, no one has called me to discuss. I have called their number so many times and have followed up with E-Mails but no one will even reply to them and the people who answer the phones there are not authorized to discuss the return of this router. I don't know what else to do so I am turning to you for assistance.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a device for internet service from this company. I have had to change my service/sim card multiple times and service last stopped on Jul 29th and I have not been able to get the company to fix the internet service since this time. I want my money back for the device I purchased and the months of service that I have been down without service. I have multiple tickets in their ticketing system, I have tried to use their chat options just to be redirected back to their online ticketing system, I make multiple phone calls and get told someone will work through the tickets but still have no resolution. At this point I just want them to credit back for my usage, and at least some of the device I had to purchase, and to stop charging my credit card...

• Initial Complaint

  Date:08/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had WiFi internet service with Town Broadband for over a year. The first year was good. In February they had a problem with ATT providing internet service to their company. I have had two new WiFi boxes and the last one has not worked for one month. I cannot get through to them or have anyone reply to my messages. I would like a refund.

  Business Response

  Date: 09/26/2024

  Customer requested a replacemente and our records show a replacement was already dispached and received.

  Customer Answer

  Date: 09/30/2024

   
  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

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 PREPAID FOR A YEAR OF INTERNET LATE LAST YEAR EVERY FEW MONTHS I WOULD WAKE UP TO MY INTERNET BEING TURNED OFF. THIS WOULD USUALLY LAST 7-10 DAYS IT WOULD BE OFF. THEY DID IT AGAIN A FEW MONTHS AGO AND THAT WAS THE LAST STRAW, I CALLED THEM TOLD THEM TO CANCEL MY ACCT AND REFUND MY UNUSED MONTHS I PREPAID FOR. A FEW WEEKS LATER I GET A WELCOME KIT IN THE MAIL FROM THEM. I CHATTED WITH THEM 3-4 DAYS AGO THE GUY TOLD ME TO SIGN IN TO CHECK MY ACCT I SAID I CAN'T YOU SUSPENDED MY LOGIN. HE TYPES THAT HE CAN OFFER ME 300GB PER MONTH ETC. I SAID I ALREADY HAVE NEW INTERNET JUST CANCEL MY ACCT AND REFUND MY UNUSED MONTHS. HE SAID YOUR REFUND WAS DEDNIED. HE SAID TO CALL CUST SERVICE I SAID THAT IS A JOKE NO ONE EVER ANSWERS THE ****** SO FOR MY TERRIBLE SERVICE AND AWFUL TREATMENT I WOULD LIKE MY ENTIRE PURCHASE REFUNDED.THANK YOU ***************************

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 October 2023, I prepaid for annual **************** at a rate of $70 per month (70 x 12 = $840) plus a $5 monthly fee.In February 2024, the company notified me via email that they could no longer offer the plan that I had purchased and offered options for replacement with other plans (which do not work in my area) or cancellation with a refund. I selected the option for cancellation and a refund expecting to be reimbursed for at least the 8 full months that went unused (70 x 8 = 560).After receiving no response from the company on the initial cancellation, I reached out multiple times for updates over a the month period. Within that time, they contacted me once to offer the same plans that I had already rejected and would not honor my refund request during that time. Today I received an email offering a $100 store credit and telling me that I am basically not eligible for a refund due to changes in their pricing. Not only is this offer insulting, but the logic for denying my refund is also absolutely absurd!!Not only am I filling this complaint on behalf of myself and every other consumer that likely got "rear-ended", especially those that paid annually, but I intend to seek legal recourse as well.A refund of at least $500 (should be at least $560) is the only acceptable resolution to to this complaint.

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 December 18, 2023, we renewed our annual unlimited, uncapped, 5G ********* plan for $745.On February 23 (2 months and 5 days into our 1 year plan), we were notified by TB that **** would no longer allow them to provide this plan, and that our service could be cutoff at any time.We were given 3 options - switch to an unlimited ******** plan for the same price (not an option for us, since we already had a ******** plan), switch to a 300GB/month ********* plan for $149 per month ($1788/year plus taxes) or cancel our service.I called their support line and reviewed our 3 options and was told by TB to cancel our service, which I did immediately by submitting a trouble ticket - and our account was deactivated a few days later.When TB finally got around to issue a refund on April 7, they issued a refund of only $298 - charging us for 3 full months of service at $149 per month.In multiple phone calls and chat sessions, noone from TB notified us that we'd be charged $149 per month when the plan was cancelled or that they would charge us for the last 23 days of the 3rd month after they discontinued our service. Their monthly plan when we purchased our annual plan was only $70 per month - not $149.Their online ****************** requests customers contact the company for assistance before any dispute. But when I requested to get our issue escalated for review, I was told all decisions were final and that there wasn't anyone I could talk to about the dispute.While TB's service and support were very good while we had service, they have handled their suspension of our pre-paid one year service poorly. They don't charge anyone $149 per month - none of their plans listed online are at that cost - all are at a lower price.I would have preferred to resolve this matter directly with the company, but despite sending them a written request to discuss this matter further, they have refused to even discuss this matter.

• Initial Complaint

  Date:04/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company provides internet service and has not worked consistently for us since April 2024. When we contact the company to fix the problem, they tell us we have to spend more money on equipment to make the internet work. They charged us $720 for a year of service, plus a $5 monthly fee for access to the internet. However, the last two months of service it has not worked and they cannot provide the service they agreed on. We have asked to cancel our service , but no one will process it. Our fist request to cancel service was made on 4/14.2024. When we call or email the company, no one responds or can provide any information on when our request to cancel will be processed. We had to contact our bank(***** Fargo) to stop payments to this provider, because they continue to bill us for service they can't provide, and refuse to cancel service. Additionally, we have filed a complaint with the Florida Attorney General since there are numerous other complaints filed against this company. All we want is for them to cancel our service, and return our un-earned yearly premium (we should receive a refund of the yearly $720 fee for not receiving service starting April 2024-October 2024. We have patiently waited for them to cancel service and return our money, but have not had anyone contact us or process our cancel request.

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not had internet for the whole month of March and all of April. I have been trying to contact them via their website and their **************. The chat feature only worked once. Well it seemed to work because I got someone to respond quickly. However, they said someone would contact me about my no internet issue, but no one ever did. I tried to use the chat feature again but it no longer appears for me. No matter when I call the 1888 number, it says no one is available to answer your phone at this time. I believe the company has gone out of business and are still charging customers. Truly upsetting!! They continue to charge me. I had no choice but to contact my bank just now and file a dispute for Marchs withdrawal Invoice *****. I even asked my bank to not allow any future withdrawals from town broadband. Hopefully Aprils payment that renews today, doesnt go through. I ask that town broadband closes my account and stops reoccurring automatic withdrawals. I ask that they also cooperate with my bank and issue me a refund for March. I was finally able to put a ticket in yesterday in town broadbands website. Not sure how effective that will be. Device IMEI # ***************

  Business Response

  Date: 05/14/2024

  Our records show that we attempted to contact the customer 5 times after we learned about the issue with the service, however, all our attempts were not successful, the number had no VM set up and our SMS requesting a call back didn't work either. However, after the attempts we refunded the last payment, and the service was terminated. This refund closed this case and no further action is required.

• Initial Complaint

  Date:04/11/2024

  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 prepaid for a full year of service. $840 dollars in December. They sent me an email in Feb. and told be the package I purchased is no longer available. Gave me options to transfer, but ATT is the only provider that works in my area and I needed unlimited. Opted to cancel my service by opening a ticket. No response. Disputed the charge with my credit card company and they found the time to dispute that and I lost that dispute as per *****. They no longer answer the phone can only chat and get a "we are too busy".

  Business Response

  Date: 05/14/2024

  Our records show the customer used the service for 4 months of the billing cycle paid, we refunded the difference for the remaining time they decided to cancel, this closed this case and no further action is required.

  Customer Answer

  Date: 05/15/2024

   
  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

  Date:04/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had their service for just over a year. I paid for a year up front last year and service was good. It renewed for the full year, early this year and by March 14th my service halted. I was told that the service I paid for isn't offered anymore and I had to switch carriers. It took 2 weeks to get the *** card, so 2 weeks of no service. Once it arrived it worked for 3 days and stopped again. I was told there was nothing they could do. I was told to open a ticket for not only a refund but for the service..... No response to either for a week. I have reached out consistently and no one can provide an update or refund. I have 2 tickets open and neither are responded to even though I've added additional messaging two times as well. They are a fraud and I don't want other customers to fall victim to their tactics.

  Business Response

  Date: 05/14/2024

  Our records show a partial refund was issued for this customer on April 17th, and this case has been closed, no further action is required.