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Business Profile

Internet Providers

Summit Broadband Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

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

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Summit Broadband Inc. has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/07/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 use Summit Broadband for cable and Internet. Customer service takes 30 minutes or higher. once bill is paid, they don't make any changes to reflect the current bill. It's a scam. Unprofessional joke of a company. For instance I'm on hold now for 36 minutes

      Business Response

      Date: 09/07/2023

      Summit- broadband called our customer and he stated all was taking care of
      yesterday when spoken to Anthony. I advised we are crediting the Digimax
      channel for one month. Customer is okay with this. Issue is close.

    • Initial Complaint

      Date:08/28/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Account was closed in halfway in billing period of July 2023, and I returned the equipment. Summit received the equipment. Summit informed that I would receive a refund for partial billing period of $49.68. It is August 26, 2023 and I have not received the refund. I contacted Summit four times during this period and each time I was given different information about when I would receive the refund. First time I was told 5 weeks, second time I was told 2 weeks, third time I was told 5 business days, fourth time I was told 8 to 10 business days. Every time I ask for a supervisor or a call from the CEO or executive secretary, they drop the call. My objective is to receive my refund.

      Business Response

      Date: 08/30/2023

      Summit Broadband - follow- up with our customer, advised customer that
      refund check will be send to them -  

      a check will be cut on
      Friday 09/01 and may take 2-3 weeks to receive.  Customer satisfied with
      resolution and happy with follow up. 

    • Initial Complaint

      Date:08/21/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Called the internet provider on August 20th to get services cut off September 7th on or move out date. They cut services that day. After three hours on hold, and missing 3 hours of my business time due to loss of internet, recovery offered was only 3 dollars. With this being a mistake on their end and not an area outage caused by outside sources, an amount equal to the time I had to spend to get the internet turned on was not offered.

      Business Response

      Date: 08/21/2023

      Account # ********* Summit-Broadband follow-up with our customer and a good faith credit was issued for $20.00 - which will reflect on next statement. He was glad we called and
      was satisfied with the credit.

    • Initial Complaint

      Date:08/21/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      system was having problems. I don't know why he didn't tell me on my first phone call. He said when the system was up he would call me. After two days I haven't received a call from the representative. I just want to see my account, pay my bill and set up auto pay.
      I had auto pay before and don't know why it stopped. They changed their billing sydtem?
      I'm providing my information again, 3rd time.

      Business Response

      Date: 08/22/2023

      Summit Broadband - try calling the number on account which is the same number on
      the email 239-266-4393 No answer and we can’t leave a message due to mailbox is
      full. I will try again later and reply back to this email.

      Customer emailed us this morning per notes on account (customer emailed is - can't see invoices past or present in portal; sent
      canned response that no invoices past or present will be available in the
      portal until 9/1, any questions to call us or e-mail us *******************.

      Customer seems to be able to access the portal but cannot view his bill. This is known due to billing
      system switch and not able to view until 9/01.

    • Initial Complaint

      Date:08/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 service of cable and internet with Summit , we always have a problem with internet, always call and received an apology for bad service
      I am been calling for the pass 5 days because we don’t have internet they support to call today to let me know what time a technician is coming
      They didn’t call I call back and they said they don have any notes on a ticket because still looking for a technician how can can but they don’t know went .
      I am very disappointed because we always have same issues.

      Business Response

      Date: 08/22/2023

      Summit-Broadband - scheduled a Lead Technician to go to our customer home today - to help resolved the internet problems.

    • Initial Complaint

      Date:08/21/2023

      Type:Billing Issues
      Status:
      Answered
      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 a condominium that has Summit Broadband tv,cable, and internet service as our provider. For quite a while I have had to reboot my router every day to get the internet service back working. I have contacted Summit numerous times, they sent technicians out but I have the same problem. I have spent money to have my own technical here and replaced my router. It is a Summit Broadband issue and they can't or refuse to fix it. Every time I call about it the customer service representative puts in a "ticket" for their technicians to address. Summit Broadband isn't doing anything to solve my issue. I want to know what you can do to help. Do I need to contact a news station? What government agency will help with my issue? Please contact me and let me know what can be done to correct the problem. Thank you.

      Business Response

      Date: 08/22/2023

      Account # ********* Summit Broadband follow-up with our customer a scheduled a lead technician to visit our customer on 08/23 - to help resolve the customer problem.

    • Initial Complaint

      Date:06/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Company has had way too much downtime & issues with internet service. Our apartment complex is in an agreement w/ Summit Broadband and we are forced to use them. Today, 6/7/23, there was an outage in the morning that never was communicated to customers nor fixed. The issue is still affecting service as of 5pm. We work remotely and rely on a stable internet connection for virtual meetings and general usage - IT IS CRITICAL TO HAVE WORKING SERVICE.

      Been on hold for 30+ minutes with absolutely no update and no further information as to why nothing is working. None of my IoT devices such as smart plugs, lamps, and most web pages simply refuse to load and time out. Some work, but most do not, especially critical ones like VoIP services which we NEED for work.

      This company needs to be investigated & prosecuted because their negligence in communicating/fixing issues for customers is NON-EXISTENT. I've filed multiple FCC complaints and even those lead to no further escalation steps. WHAT IS HAPPENING HERE?

      Business Response

      Date: 06/08/2023

      ********** follow-up our customer today and verified all service is working.

      Thank you

      Ezamudeen H******

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

      Customer Answer

      Date: 06/08/2023



      Better Business Bureau:


      While I still expect there to be future issues, this one was resolved. It is what it is 



      Sincerely,



      *****

    • Initial Complaint

      Date:05/25/2023

      Type:Billing Issues
      Status:
      Resolved
      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 Tuesday 4 April 2023, after numerous visits from field service technicians from a company known as Wise Connect (to whom Summit BroadBand farms out the work in the Clearwater FL market), I was so delighted with the improved performance of my signal that I decided independently of my own accord, to upgrade my internet speeds service tier from the 500Mbps tier to the 2Gbps tier. From its remote technical support location, summit BroadBand managed to effectively provision my dedicated line of signal strength to effectuate the increased speeds, EXCEPT FOR ONE SERIOUS PROBLEM: the router which Summit BroadBand had provided me (a Technity brand W1800Pro WiFi 6 Mesh Router) was never designed to handle the increased speeds and signal strength. It took the people at Summit BroadBand's remote Tech Support Unit, AND the Wise Connect support technicians in the field: UNTIL FRIDAY 21 APRIL 2023, before I was ever provided with a compatible Technity brand W3000Pro WiFi 6 Mesh Router equipped with a 2.5Gb ethernet WAN port which could receive and convey the increased signal strength and symmetrical upload/download speeds (the W1800Pro router was equipped with only a 1Gb ethernet WAN port, which means that any speeds in excess of 1Gbps which my Optical Network Terminal may have been receiving, COULD NOT POSSIBLY BE CONVEYED IN MY HOUSEHOLD, because the W1800Pro had the capacity to process a MAXIMUM of 1Gbps signal strength and speeds.

      In the weeks which have elapsed, Summit BroadBand offers no direct communication between its subscribers and its billing department. It offers telephone customer support, with which I have filed numerous support tickets requesting a pro-rated credit for 18 DAYS of failure to provide the service for which I pay. Specifically I am responsible for a pre-tax bill of $110.00 monthly for the enhanced service. I was owed a pre-tax credit of $66 plus fees and taxes. IT OWES ME $11.00. I was credited for 15 DAYS ONLY, and it OWES ME 3 MORE DAYS.

      Business Response

      Date: 05/25/2023

      Res255777, Summit Broadband have issued a credit for $100.00 to our customer account, this credit will reflect on our customer next statement.

      Thank you,

      Ezamudeen H******

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

      Customer Answer

      Date: 05/25/2023



      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, PROVIDED THAT THE BUSINESS ACTUALLY DO AS IT SAYS IT WILL DO.  THUS FAR, IT HAS NOT.  YOU WILL NOTE THAT PRIOR TO THE FILING OF THIS COMPLAINT, I HAD PREVIOUSLY BEEN GRANTED $57.60 IN UNBILLED CREDITS FROM THE BUSINESS AS EVINCED IN THE SCREENSHOT TITLED: "******** Summit BB Credits Applied TO DATE."  WHEN THE READER NOTES THE LATEST SCREENSHOT TITLED: ********* Summit BB Credits Applied TO DATE," THE READER CAN SEE PLAINLY THAT THE MAY 4, 2023 UNBILLED CREDITS APPLIED TO MY ACCOUNT OF $57.60 HAS BEEN SIMPLY INCREASED TO READ $110.00.  THIS REFLECTS A TRUE CREDIT ADJUSTMENT OF ONLY $52.40 WHICH SATISFIES ME ALL THE SAME, SINCE ALL I WAS SEEKING WAS A CREDIT OF $11.00 PLUS FEES, SURCHARGES AND TAXES WHICH PROBABLY WOULD NOT HAVE EXCEEDED $13.00.  I PRESUME ALSO THAT THE REMAINING $40.00 IN CREDITS WAS INTENDED TO OFFSET A NOT-YET FILED COMPLAINT WITH THE BBB FOR THE 6-DAY OUTAGE WHICH ALL SUMMIT BB CUSTOMERS INCURRED DURING THE INTERVAL 1900 HOURS FRIDAY 19 MAY 2023 THROUGH 1500 HOURS WEDNESDAY 24 2023.

      SINCE THE PEOPLE AT SUMMIT BROADBAND ARE NOTORIOUSLY UNRESPONSIVE WITH THEIR OWN CUSTOMERS HOWEVER, I SHALL NOT PLAY GUESSING GAMES.  I WILL BE FILING SEPARATELY: MY OWN COMPLAINT REGARDING THE SIX DAY OUTAGE DESCRIBED ABOVE, DURING WHICH MY ENHANCED INTERNET SIGNAL AND SPEEDS WERE NOT OPERATIONAL, IN ADDITION TO MY STANDARD, BULK-RATE SERVICES PROVIDED TO OTOW CLEARWATER FL, VIA THE HOMEOWNERS ASSOCIATION.

      I EAGERLY LOOK FORWARD TO READING MY NEXT STATEMENT WHICH I EXPECT TO SEE IN ABOUT A WEEK, TO SEE WHETHER I WAS TRULY CREDITED $100.00 OR WHETHER MY ORIGINAL CREDIT OF $57.60 WAS MERELY INCREASED FOR THE PURPOSE OF SUBSUMING THE AMOUNTS DISPUTED IN THIS COMPLAINT, AS WELL AS THE AMOUNTS NOT YET CALCULATED, IN MY FUTURE COMPLAINT NOT YET FILED, REGARDING THE FULL-SERVICE OUTAGE WHICH LASTED FROM 1900 HOURS, FRIDAY 19 MAY 2023 THROUGH 1500 HOURS, WEDNESDAY 24 MAY 2023.

      MORE READING AND WRITING TO COME, SINCE THE PEOPLE AT SUMMIT BROADBAND ALL SEEM TO BE ALLERGIC TO MAKING VOICE CALLS ON THE TELEPHONE.

       


      Sincerely,



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

    • Initial Complaint

      Date:05/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 has been the internet provider since I moved here in 2019 and before that. Their service is deplorable. I have had to reimburse guests for the lack of internet and cable tv which is ridiculous. They can’t provide reliable service but continue charging for it. No was summit Broadband should be allowed to continue defrauding their customers.

      Business Response

      Date: 05/25/2023

      Res******* Summit broadband follow-up with our customer - @ tel # *********** * no answer - a message was left with our customer to contact us back - if they still having service problem so we can scheduled a service technician.

      Thank you

      Ezamudeen H******

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

    • Initial Complaint

      Date:05/23/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 worst cable/ internet provider that I have ever dealt with. They have rude employees and their service goes down on a regular basis. I own a property in the ***** ***** Resort in Kissimmee and my internet has been down for three days and no one answers the phone or emails that I sent. Please reach out and have someone respond. This is one of the worst businesses that I have ever experienced

      Business Response

      Date: 05/24/2023

      ********* , Summit Broadband scheduled a service technician to visit our customer 05/25 - to resolved on going issued.

      Thank you

      Ezamudeen H******. 

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

    Summit Broadband Inc. is NOT a BBB Accredited Business.

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