Business Profile

Internet Providers

Summit Broadband Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Summit Broadband Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

94 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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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:05/24/2025
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 sold my house 3/27/25 and canceled my service on that day. Now it has been 2 months and I have not received my refund. In the day and age 2 months to send a refund Perhaps they should go out of business if they can afford to refund my money
Business Response
Date: 05/28/2025
Account # 10212229 -- Summit Broadband accounting department mail a check # 108369 to our customer on 05/23 -- should be receiving in 1-2 weeks.
Thank you
Ezamudeen Hussain
Customer Answer
Date: 05/30/2025
I have not received my check at this time
Customer Answer
Date: 06/02/2025

Complaint: 23374429

I am rejecting this response because:
I have not received my check at this time

Sincerely,

Tom Myers
Business Response
Date: 06/23/2025
Summit Broadband follow up with our customer and verified - they received the refund check - which they did.
Thank you,
Ezamudeen Hussain
Initial Complaint
Date:03/15/2025
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.
Dear Better Business Bureau,I am writing to express a concern regarding Summit Broadband and a promotional offer that has been presented to me multiple times. I have been a loyal customer since they launched in my area, and my account number is ********. I currently pay $70 per month for 1GB internet service.Over the past several months, Summit Broadbands sales representatives have come to my door on multiple occasions, offering me a lifetime 1GB plan for $35 per month. Today they knocked on my door at 2pm EST to make me an offer. Today, and each time, they have encouraged me to call customer service to switch to this plan. However, when I follow their instructions and contact the company, I am told that I do not qualify. This has now happened at least three times, and I am growing increasingly confused and frustrated by the mixed messaging.I would not have questioned my eligibility for this offer had the company not repeatedly solicited me with it. Since Summit Broadband is proactively marketing this deal to my household, I believe I should be eligible, or at the very least, there should be clear and consistent communication about why I do not qualify. Each time I call, there is no real explanation, making the process feel misleading. If this offer is only for new customers, I believe that should be disclosed ********** an early customer who has supported ********************** since its launch in my area, I would appreciate some consideration for fair pricing and transparency regarding promotions. I want to continue using Summit Broadband, but I also want to feel confident that promotional practices are clear and consistent. I would like the company to honor the offer they have presented to me or provide an alternative solution that acknowledges my loyalty as a customer. I appreciate your time in reviewing this concern and would be grateful for any guidance you can provide. Please let me know if any additional details are needed.Sincerely, ****** ********
Business Response
Date: 03/20/2025
Account # ******** ---- ********************** change our customer plan to the new promotion for their internet service starting today.

Thank you
********* *******
Customer Answer
Date: 03/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business also called and left me a message which Ive been unable to return. I am grateful for their efforts and their response. And I continue to recommend them to my neighbors.

Sincerely,

****** ********
Initial Complaint
Date:03/03/2025
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.
so when I recently moved into my house, the only cable company that was offered is Summit broadband and ever since then it has been acomplete nightmare it never flipping works and yet were paying close to over $250 for cable and Internet. its always going out literally every other day the point where youre sitting here talking to tech-support more than actually enjoying the services. **************** agents are rude and very unprofessional to which I have screenshots of this is a horrible business that needs to be reported andits not just me that is complaining about it. The surrounding communities are as well.
Business Response
Date: 03/17/2025
Account # ******** --- ********************** have been in contact with our customer - who refused an appointment for our technician to go out and help resolved the service problems.

Thank you,
********* *******
Customer Answer
Date: 03/18/2025

Complaint: 23011146

I am rejecting this response because:
up above, it is falsified information. I never refused a tech coming. I have not gotten a response up until today and Im so sorry I couldnt reply to the email right when she wrote me. I was working 16 hours. You can see the email of when she said to come schedule a tech. I have said that coming in scheduling a tech is not gonna do anything considering it is not just my house it is the whole surrounding areas as the pictures that I sent when I originally filed a complaint.

Sincerely,

***** ***********
Business Response
Date: 03/25/2025
Summit Broadband follow with our customer and apply a credit of $250.00 for outage to our customer account and was advised of the balance.
Customer Answer
Date: 03/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Not really satisfactory it should be more than ****** but ill take the blessing i get

Sincerely,

***** ***********
Initial Complaint
Date:02/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Summit Broadband is the literal worst internet provider on the planet. Unfortunately, our community has a contract with them, so I cant ditch them and get someone else. We have outages weekly - sometimes lasting for days on end. Not just me, the entire community! Getting someone to come out from Summit is a joke. Actually, getting someone to speak to you and/or call you back is a joke as well! My daughter and multiple people in the community work from home: theyve missed hours of work, important meetings, etc and when thats pointed out to Summit employees, they say well I understand that BUT BUT WHAT?! And then they tell you itll take DAYS to get someone out to check on the equipment and fix the problem!! This is simply unacceptable and is absolutely maddening! Tonight (weve been out of internet for 4 hours so far) my daughter called Summit as she was ****** that she missed an important work meeting. She asked to speak to **** as the *** was extremely unhelpful. She was then told shed get a call back within an hour and it has been 1-1/2 hours and still no call back. Many of us here are talking about MOVING because of this company. And you know what? Summit should foot the bill! I should not have to pay thousands of dollars to move (again!!) because of this internet provider!!! Their service is TERRIBLE!!!
Business Response
Date: 02/18/2025
Account # ******** - address ******************************** O Lakes, follow-up with our customer no answer a message was left that we scheduled a service technician to swap out the router power supply for the router --- for 02/24.

Thank you
********* *******
Business Response
Date: 02/26/2025
Account # ******** --- ********************** sent a tech on 02/24 to swap out our customer equipment - but we had no access --- another appointment and message was left for 03/01 - to swap out the equipment to resolved is issued.
Thank you,
********* *******
Business Response
Date: 03/02/2025
Account # ******** - customer cancel appointment will call back if any problems/when back in town.
Thank you,
********* *******
Initial Complaint
Date:01/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The reason for this complaint is because Summit Broadband has a contract with our apartment complex and everything was good until it wasn't. My Wif and I work from home so having stable internet is CRITICAL. It wasn't until November of 2024 that Summit decided it was time to move away from the Frontier backbone and bring in their infrastructure. This is when everything went down hill and started the weekly and even daily outages. (I have all of the messages from the office as well as my summit account to prove it). Around this time is when I noticed the pricing changed from the monthly $70 extra for the gig internet down to $35. I'm assuming this is because they brought the infrastructure in house and made it more cost efficient. The problem with this is that it brought a ton of issues with it. Constant outages, high ping (which makes no sense as it's fiber leading to the switches at each building and then cat cables to the apartments), and terrible support. I constantly reach out asking for some type of explanation on why this is occuring and I receive the typical "we'll send a tech out" and nothing changes or they'll escalate it to the *** that does nothing. Something to note here is that I monitor this network a lot as I work in IT and something that made me notice the infrastructure change was the fact that our external IP changes constantly now whereas with Frontier it was the same IP for almost 3 1/2 years. In the recent weeks it seems like they're constantly working on the connection or something as the internet with blip and come back online. Recently I've been pleased with seeing 4ms ping and great speeds, but then it will blip and go back to being *****ms ping which is terrible for fiber. I JUST WANT WHAT I'M PAYING FOR WHICH IS STATED IN THEIR SLA'S THAT AREN'T MET. WHICH IS 8MS PING AND 960DOWN AND 960UP. I DOUBT I'LL EVER SEE IT.
Business Response
Date: 01/27/2025
Account # ********, ********************** follow-up with our customer and scheduled an appointment for our technician to resolved customer problem, 1 month credit was applied to our customer account which will show on their next statement.
Customer Answer
Date: 01/30/2025

Complaint: 22858124

I am rejecting this response because nothing has been resolved. I can appreciate the credit on the account but I couldnt care less about the $35.
If I had the opportunity to go back and pay $70 for the internet like I used to I would. This is because I could count on one hand in almost 4 years for how many times we had downtime. Now its been downtime consistently the past 3-4 months.
Nothing has been resolved since the tech came out and I was told that it could be ***** Hours before its resolved. My service is even worse than before as the tech believed they were doing maintenance on it, but now its been 2 days since then and its still unusable for my Wife and working from home even though it was put on high priority.
If I had a choice of a different provider I wouldve switched by now.

Sincerely,

********* ******
Business Response
Date: 02/05/2025
Account # ******** --- we have scheduled a lead tech to go back out and help resolved customer internet issued.
Thank you,
********* *******

Customer Answer
Date: 02/28/2025
This issue still isn't resolved. They've resolved the issues around the internet dropping frequently, but they still fail to meet the **** that I am paying for. They claim to have an AVERAGE of 960mbps/960mbps with 9ms ping. Please see attached for what my current speedtests have been. All of these speedtests are done via a hardwired connection that comes directly from the Panel that connects to the switch in our building.
Customer Answer
Date: 03/10/2025
Date Sent: 2/28/2025 11:59:14 PM
This issue still isn't resolved. They've resolved the issues around the internet dropping frequently, but they still fail to meet the **** that I am paying for. They claim to have an AVERAGE of 960mbps/960mbps with 9ms ping. Please see attached for what my current speedtests have been. All of these speedtests are done via a hardwired connection that comes directly from the Panel that connects to the switch in our building.
Business Response
Date: 03/17/2025
Account # ******** --- ********************** follow- up with our customer and all service is working ok.
Thank you
********* *******
Initial Complaint
Date:01/20/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 our TV and **************** provided by Summit Broadband. There has never been an issue since this Fall when we had an update of our Modem/Router. Since that time, we have had our Internet drop, out TV programs lose quality (Pixelating?), usually during 6:00 PM or later. The recording system is not always accurate and is limiting. we quite often get an error message and need to reboot during a program. If we call/Text/Chat thru any of their contact systems, we wait over 30 to 40 minutes minimum for an actual person. They will listen to our issues, tell us they see not problems in our area and offer to call us back after further checking. But that never happens. We have had three service Technicians to out home and nothing has changed. Our service is poor and nothing is getting resolved. I have reported this to our ***************** and our **************** Company and again, nothing is being done.
Business Response
Date: 01/26/2025
Account # ******** --- follow-up with our customer on 01/26 --- all service working after our technician swap out the router, please closed.
Thank you
********* *******

**************************************************************************
Customer Answer
Date: 01/28/2025

Complaint: 22834047

I am rejecting this response because: Since the technician replaced the router, not much has changed. We still have the same issues during ********** and our reception of our shows are not acceptable. The technician said this 'newer router' will be replaced with a better one with a better power source but at present, they are out of stock. We have been struggling with this bad system since November and are disappointed with the service. Summit Broadband should not have updated until they had thoroughly tested the system to make sure it worked properly.
No, we are not pleased with the service at this point.

Sincerely,

******* ********
Customer Answer
Date: 02/10/2025
I appreciate that BBB understands that these complaint(s) have not been resolved. Yes, they did replace the router. A technician came to our home and installed it, explaining that it too would be replaced. He claimed we would be called when the next router was ordered. So far we have not been called but the ***************** had received the newer routers and implied that we need to install them ourselves. That is highly unlikely!
Our big test was the Super Bowl. It was not viewed without problems. The program shut down, pixelated and we were not able to watch the game without poor reception some of the time. Nevertheless, this system is still not working properly.
Thank you for your diligence.
******* ********
Initial Complaint
Date:12/27/2024
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 live in an apartment building. Middle of September I moved from one unit to another unit in the same building. During the process of setting up the WiFi in the new unit I was informed that new routers would be used as Summit has upgraded from previous models. Since **** was established middle of September, we have had WiFi outages in 12 of the last 14 weeks. Sometimes for 2 or 3 days straight of no WiFi. Every time I am told its due to something else. Each time I lose WiFi I call customer service or reach out via the website chat feature. Some times I am on hold for an hour, sometimes it takes 4 or 5 hours. I have requested call-backs which I never received. Today the **** went out again and I spent an hour waiting for an agent to join the online chat and assist me. An hour. Nothing. So I tried calling and just ended up on hold and requested a call-back. Still nothing. I pay for the highest tier in ************* Its unbelievable that for 12 of the last 14 weeks we have had WiFi issues. The company hasnt done anything to make this right or correct the issue aside from giving us boosters for the signal, which ended up causing another WiFi outage themselves. Imagine buying a car and it breaks down every week. Its crazy!
Business Response
Date: 01/05/2025
Account # ******** --- ********************** - review our customer service/Equpment is back online -- a good faith credit was applied to our customer account which will reflect on their next statement --- try calling customer a few times - no answer left message --- please closed case.

Thank you
Ezamudeen.*******
**************************************************************************
Initial Complaint
Date:12/16/2024
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.
For the last month or two my internet service with Summit goes out daily. I have tried to contact them via phone, calls get disconnected before going through, via chat, gets placed in a cue and no one connects with you, email no response, ******** chat no response. Yet the continue to bill me for services each month. I am up to date in my payment. I need my service to work as I work from home. Please help me resolve this problem or help me discontinue there service so i can get another provider.
Business Response
Date: 12/17/2024
Account @ ******** --- summit Broadband follow-up with customer - we apply a credit for outages --- for 2 weeks which will reflect to customer account --- we also scheduled a service technician for 12/18 to check on our customer service.
Thank you,
********* *******
Customer Answer
Date: 12/18/2024

Complaint: 22695915

I am rejecting this response because: I do not believe the credit offered is acceptable given the period of time the problem has persisted i.e. more than 30 days. Additionally, when the technician's came out they confirmed there was a problem with the network on the backend i.e. not in my home. They stated they reported the problem to their engineers. I asked when the problem will be fixed and they were unable to tell. I asked for someone to contact me to confirm the problem has been repaired overall, which has not yet occurred. In fact, as soon as the technician's left me home I incurred another outage. I was able to catch the technician before they drove off. They said they were on the phone with someone and may need to come back in the house. They didn't ask to come back in or contact me to provide an update. At this point, I want assurances from Summit that the problem has been repaired, what is the problem and credit for an entire month of service due to continued disruption of services.

Sincerely,

****** *******
Business Response
Date: 01/08/2025
Account # ******** --- credit was apply to our customer account for outage -- which will show on their statement- customer equipment shows online all service working.

Thank you
********* *******
Customer Answer
Date: 01/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:12/15/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- this company is in charge of providing ******** services to the ******** Community in ************** We have had multiple residence complain of lack of consistency in both providing ******** service as well as providing customer service - For example on Friday night, we lost ******** service at roughly 10 PM. Multiple residence tried calling Summit broadband at the phone number located on the website. The phone number would connect stay silent and then hang up.- No customer service representative available via chat and email is a 24+ our response time which does not help when you dont have ******** service to email the.- this company has a contract with our HOA. However, our residence are voting to get rid of both summit broadband and breeze HOA.
Business Response
Date: 12/16/2024
Account #*******, ********************** follow-up and verified all service back up and ok after outage.
Thank you
********* *******

Customer Answer
Date: 12/20/2024

Complaint: 22690096

I am rejecting this response because:
It doesnt solve the complaint as the issues continue, even as I write this email. This isnt just a me issue, but an overall ongoing issue for the community, where we continually see a loss of service throughout the day, weeks and months.

Sincerely,

*********** *****
Business Response
Date: 01/08/2025
account # ********, ********************** follow-up with our customer and verified all service is back up and working fine.

Thank you
********* *******
Business Response
Date: 01/16/2025
Summit Broadband set up an appointment for a field lead technician to go to our customer home on 01/17 -- to help resolved their problems.
Thank you,
********* *******
Initial Complaint
Date:12/14/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Continued failure to provide consistent streaming services. Services were again unavailable from 10 pm to 2:30am on 12/13-12/14/24.
Business Response
Date: 12/15/2024
Account # ******** ---- ********************** follow-up without customer @ *********** - no answer --- we issued a good faith credit for the loss of service which will show on our customer next statement--- a message was left - if still having problems to call us so we can schedule a technician to resolve any issued.
Customer Answer
Date: 12/18/2024

Complaint: 22686589

I am rejecting this response because:
They never contacted me as described. The phone number identified is not my phone number. I will accept the credit.
Thank You.
Sincerely,

**** ********
Business Response
Date: 01/08/2025
Account # ******** -- we issued another month of credit to our customer account --- which will reflected on his account for outage --- please closed case.
Thank you
********* *******

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Summit Broadband Inc. is NOT a BBB Accredited Business.