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:07/12/2025

  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.

  We were without internet for two weeks and all they keep saying it wasnt there fault They did an emergency maintenance on June 26th and thats when our internet went down We had a technician tells us that they were waiting for a part to fix the issue when they did maintenance on July 10 our internet was restored all Broadstar would offer is a $7 credit

  Business Response

  Date: 07/18/2025

  The requested credit was approved and posted to the customers account. We are here to help so if there are any other Issues please  email or call us ! 

  Customer Answer

  Date: 07/30/2025

   
  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,
  
  ******** ******

  Business Response

  Date: 07/30/2025

  Hello , We have provided credit for the customer as requested.

• Initial Complaint

  Date:04/14/2025

  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.

  Broadstar Cable has stolen money from me and offers horrible internet service and charges outrageous fees associated with having there service. They charge fees and do not communicate with there customers. There service is constantly buffering and not reliable., They are charge a crazy amount of fees.

  Business Response

  Date: 04/21/2025

  We understand your frustration regarding service reliability and billing concerns. Please know that we are committed to providing consistent, high-quality service and transparent communication to all of our customers. If there have been any service interruptions or technical issues, we would welcome the chance to investigate and resolve them promptly.
  In regard to the fees mentioned, when an ACH payment is returned, our payment processor charges us a fee, which we must unfortunately pass along to the customer. In reviewing your account history, I see that we have previously waived several fees on your behalf as a courtesyincluding a payment fee waiver in 2023 and, more recently in 2024, waivers for both a credit card decline and a line reconnection fee. These exceptions were made as a gesture of goodwill and to support you wherever possible.
  That said, we do have a limit to how many fee waivers can be applied to an account. At this point, we have exceeded that limit, and we are unable to waive the $35 returned ACH fee and the $25 reconnection fee that were recently assessed.
  We certainly understand this may not be the resolution you were hoping for, and I truly wish I had more flexibility in this matter. If you continue to experience technical issues, or if theres anything further we can assist with, please dont hesitate to contact us directly. Our goal remains to ensure you receive the best service and support possible.

• Initial Complaint

  Date:11/09/2024

  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.

  Received an email stating service was restored. Later that day I called and told the service provider that I had no service. Was told that broadstar decided to not provide service after several years to our building. No advanced notice at all. *****, verry, poor customer service.

  Business Response

  Date: 11/18/2024

  
  We regret to inform you that we have had to decommission services at this property due to fiber damage. Please know that we are actively working with the *** to explore the possibility of extending the contract so we can resume services in the future.
  In the meantime, we have notified affected customers via written communication and follow-up phone calls to ensure they are informed of the situation.
  We appreciate your understanding and will keep you updated as we make progress. If you have any questions or need further assistance, please feel free to reach out.

• Initial Complaint

  Date:10/10/2024

  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 business has a monopoly on my association. Id like this to be reviewed and stopped. I need the option to choose an internet service provider that will provide the proper service coverage so that i can work from home diligently.

  Business Response

  Date: 10/18/2024

  We are not entirely clear on the details of the complaint. To better understand the issue, we will reach out to the customer directly to gather more information.
  Thank you for bringing this to our attention, and we will follow up once we have further details.

  Customer Answer

  Date: 10/30/2024

  As of today 10/30/2024 - The business has not made an attempt to get in-contact with me

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22409353
  
  I am rejecting this response because:

  As of today 10/30/2024 - The business has not made an attempt to get in-contact with me
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 10/31/2024

  Please see attachment 

• Initial Complaint

  Date:07/25/2024

  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.

  This is an internet service provider that we are forced to have here in my neighborhood. We are consistently experiencing partial and full network outages. Many of the residents here work from home, so this affects our ability to work.We need to be able to use a different internet service provider OR Broadstar needs to replace their infrastructure at ************.

  Business Response

  Date: 07/29/2024

  Hello,
  We will call to schedule a service technician to assess the issues at this customer's location. In the meantime, I have credited a month of service until we can determine the cause of the issues.

  Customer Answer

  Date: 08/10/2024

  While I appreciate the offer to send a technician to my place, this is not a problem with my apartment or equipment personally. This is a problem on the level of the entire apartment complex. I would appreciate it if Broadstar checks their equipment that is in the Hunter's Run apartment complex to make sure everything is working and will not have issues in the future.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22043778
  
  I am rejecting this response because:

  While I appreciate the offer to send a technician to my place, this is not a problem with my apartment or equipment personally. This is a problem on the level of the entire apartment complex. I would appreciate it if Broadstar checks their equipment that is in the Hunter's Run apartment complex to make sure everything is working and will not have issues in the future.
  
  Sincerely,
  
  ***** Abd

  Business Response

  Date: 08/12/2024

  
  Hello,
  We will call to schedule a service technician to assess the issues at this customer's location. In the meantime, I have credited a month of service until we can determine the cause of the issues.  We need to schedule the customer for us to determine what the issues are .

• Initial Complaint

  Date:03/20/2024

  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 have had major service issues with Broadstar over the course of the past 90 days, and I have had an email chain as long as a dozen phone calls to their support over the past 60 days regarding this issue. There are other complaints posted during the month of February on BBB that I can see here that are obviously from my same neighborhood. ************** in ***********, ** has had service issues for months now, it took me several calls just to get them to acknowledge that it was a property wide issue, instead of their support blaming it on my computer's CPU as if that makes any sense even after I explained that this was consistent across multiple devices. For 60 days now I have an email chain where I ask for an update on this issue every few days, every response is "we have not gotten an update form the *** team". After 2 months, no ETA, no resolution, I do not care about being compensated a month's worth of bills. I want to have internet at my residence that works. 2 months ago they said it was an issue with the circuit and they planned to replace it the following week. Nobody has visited the property, there has been no further update and no improvement since then to this day as of 5 minutes ago when my most recent call to support ended with the same "no update from our *** team". Supervisors consistently refuse to get on the phone, theres no point of escalation and 0 communication. Its frankly criminal that Broadstar has been allowed to operate this way. It has cost me substantial money to travel daily to a place where I can utilize internet for my job at any hour of the day, and has cost me substantial amount of personal time just to try and stay on top of this issue. I am not at all surprised to see I am not the only person at this property to file a complaint.

  Business Response

  Date: 04/01/2024

  We have escalated ****************** issue to our Level 2 Support team. According to our system, his system is working fine, but we understand his concerns and are investigating the matter further to provide a satisfactory resolution. As a gesture of goodwill, we have credited ****************** account with two months of free service. We are committed to working together with him to identify the root cause of the issues he is experiencing.

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21461805
  
  I am rejecting this response because:

  This is not true, my most recent call with your support team was 2 days ago in which he also confirmed that the issue is still "being worked on". I have emails from less than a week ago with your support team screenshotting my internet speeds at an abysmal 13mbps down on your highest plan you offer my neighborhood of 500mbps down. As I have said, refunding my service is not a gesture of goodwill. A gesture of goodwill would be communicating a path to resolution on this issue in which there has been none. The leasing office at Magnolia is aware of this same issue that you are claiming now doesn't exist, they explained that they have had a dozen complaints from residence over the past few months about the same issues I am experiencing, the same issues your support team has confirmed exists at the property, and says the tickets still remain open and unresolved. I want working internet, I've already had to cancel the renewal of my lease because I cannot do my required work from home tasks at my own home for months. This response is a blatant lie, or a great April ***** joke. 

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

  Business Response

  Date: 04/01/2024

  Hello , 

   

  I am not showing a Reason for Rejection ? 

  Business Response

  Date: 04/04/2024

  Hello , 

   

  We are working with getting this customer scheduled . We need a technician to go out here and see if he can identify the issue - We have been in contact Via Phone and email 

  Customer Answer

  Date: 04/20/2024

  This response was once again just a PR stunt. They "scheduled a tech" and then promptly canceled that onsite upon realizing that the issue could not be resolved via an onsite visit. I will paste the exact correspondence below and also include screenshots from the email. The best part was they didnt even notify me that they canceled the onsite, so I took off a day from work to be at home for the 4 hour window they gave me for no reason. As if a compensated month of non working internet makes up for lost wages. 

  Hello,
  
  
  At this point, we've been given the go-ahead to schedule a service call for this. I have an opening on 4/10 between 8:30 and 12:30. Will you be free during that window? Also, I can request a sooner opening if you let me know your availability.
  
  
  
  
  Best,
  Jack
  
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  JR
  *******************
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  To:Customer care
  Thu 4/4/********* PM
  
  I can make anytime work for this. Send at the soonest possible.
  
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  JR
  *******************
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  To:Customer care
  Wed 4/10/********** PM
  
  So I have taken this entire morning off of work so I could be home for this. Nobody has showed up, nobody has called. This feels like I am on a reality TV show being pranked. To be ***** im not even sure why we are scheduling on on site technician to my apartment again when at the beginning of this almost 3 months ago we already confirmed it wasnt an issue with anything in my apartment. 
  
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  Customer care <********************************************************************>
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  To:You
  Wed 4/10/2024 12:51 PM
  
  It looks like this was removed from the calendar after it was determined there was nothing that could be done in person. I really wish someone would have reached out to you. I am crediting your account for 1 full month worth of internet service. Apparently we need a brand new circuit at ************** and we are hoping this will happen within a month.

   

  Business Response

  Date: 04/22/2024

  We would like to extend our sincere apologies for any inconvenience experienced due to the delay in upgrading the equipment at your property. As a gesture of goodwill, we are providing complimentary service until the equipment upgrade can be completed. Your satisfaction is of the utmost importance to us, and we are committed to resolving this matter promptly. Thank you for your understanding and patience as we work to address this issue.
  
  
  
  
  

• Initial Complaint

  Date:03/15/2024

  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 have been a customer of ********************** for 2 years against my wishes but our HOA decided to burden us with this company.I have had problems with video recordings failing since day one.Last week on the sixth of March the recordings started failing again. I notified them on the eighth of the problem and they carried me through a sequence to try and fix it over the phone which failed. I let them know it was continuing to fail on the 19th. I called them again on the 15th to get an update since they had not contacted me in a week. They said there were no updates and had no answers for me. Since this is a product I pay for and is supposed to be included in their services I expect it to be fixed long before now.

  Business Response

  Date: 03/27/2024

  We have escalated the recording issue with the customer to our app developer. We have reached out to schedule a technician to come out and help capture the issue to assist with escalation

  Customer Answer

  Date: 03/27/2024

   
  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:02/21/2024

  Type:Product 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 and my roommate are filing a complaint against Broadstar (Account #************ for deceptive marketing and billing practices at **********, ***********, **. After service activation on Jan 30th 2024, a complete internet outage from Feb 6th-20th ensued due to Broadstar's infrastructure failures.During this outage, Broadstar issued us a bill for $76.23 (Invoice Number:240613513), which was for an undisclosed one-time installation fee. When we contacted customer service on February 19th, a representative named **** confirmed that this was a one-time setup fee and agreed to disconnect our service and issue a refund for the entire bill. The call was suddenly disconnected before the refund was processed, and despite numerous follow-up calls and voicemails, we did not receive a confirmation of the refund.On February 21st, after no communication from Broadstar, we reached out again and spoke with another representative named ****. He was uncooperative, refusing to connect us with **** or a manager and insisting that the $76.23 fee was valid. We reiterated that **** had already obtained approval from a manager for a refund but to no avail. **** also denied our requests for call recordings or written notes from our conversations that he had.In addition to the billing issues, we have concerns about the misleading advertised internet speeds. Broadstar advertises speeds of "up to 500 Mbps" for the $60/month plan (see the at ************************************************** ), but our speeds never surpassed 50 Mbps. Furthermore, Broadstar mandates the rental of an older model modem/router for an indefinite rental fee of $10/month, preventing us from using our own equipment, which we know would be faster and cost-effective.We urge the BBB to investigate Broadstar for these deceptive practices and secure our refund. We look forward to your action on this matter.Sincerely,

  Business Response

  Date: 02/27/2024

  Good morning,
  
  Thank you for your email regarding your BBB complaint.
  
  The activation fee of $69.99 applies to all services activated on your account, including TV and internet. You signed up for *******'s Top 120 and Lightning Internet, and this information was provided to you during the initial call when you set up the service. ********* assisted you during your initial call and the call that you are referencing, and I have reviewed the recording of it. He mentioned that he would investigate the issue for you, and after reviewing your account, he found that the activation fee applies to both services. However, I did not hear him mention that there is a valid fee for activating the (included) TV service. Therefore, I have waived the activation fee. Please note that ********* called you back several times, but our outbound calls come from a different number, which you may have yet to recognize.
  
  We recommend customers use BroadStar-approved modems because outside modems have caused interference in our network in the past. I did not hear on either call that you were asked if you were hard-wired into the modem or using WIFI. If you are having speed issues, we always recommend having our tech out to see what the issue is.
  
  I have reviewed the call you made to Herb. Although the call was live and not transferred to a supervisor, **** should have filled out a request to have one call you back, as you had asked. I apologize that this did not happen.
  
  Regarding the refund of the activation fee, I have processed it, and it should be back on your card ending in 0793 within 5-7 days.
  
  Please feel free to let me know if there is anything else I can help you with. 

  Customer Answer

  Date: 02/27/2024

   
  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:02/15/2024

  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.

  Broadstar internet services have been down since Sunday, February 4th at ************ Apartment complex in ***********, **. The internet is down complex-wide. They are sending out very few updates, all vague in reasoning. I can provide the emails if needed. At first we were told by Broadstar to not contact customer service during this time. They did change their tune and allow customers to contact customer support after the ******************** was down longer than anticipated. Aside from being a major inconvenience, I work remotely and this has severely impacted my work. I do not have access to half of the equipment I use on a daily basis to perform at my job to the best of my abilities. They also mention in each email that access to 911 is unavailable during this time. Because our apartment complex is provided internet exclusively by Broadstar, we are unable to seek service from another provider. I did try to contact other internet providers anyway and they all say they do not service our complex. I was told by a Broadstar customer service representative I would be contacted by a customer service manager days ago and never was. I implore you to read their recent ****** reviews to see complaints about this disruption of service. On Broadstar's social media accounts, they only post partial reviews, all 5-stars. I do not know if this would be considered false advertising but it is certainly not transparent. We have no estimated date of restoration for internet services. This is beyond frustrating. We pay for these services and are not provided them. I hope the BBB can aide in resolving this situation.

  Business Response

  Date: 02/19/2024

  Thank you for reaching out. Unfortunately, we are working on replacing the circuit on the property due to unforeseen circumstances. We have been able to establish an estimated time of repair and we will make sure to reach out to you to discuss the credits you will receive and any further updates.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21297176
  
  I am rejecting this response because:

   

  Hello, 

  I had to leave my apartment to work elsewhere as I work remotely, and ultimately had to travel back home to live with my parents until services were restored.
  If one week of outage = a month of credit, I would assume we could receive additional retribution for the outage lasting much longer than a week. 
  

  I was told this morning "per management, we are not able to credit for more than the one month of service."

  To me, this is unacceptable. I understand not extending this courtesy complex-wide but for some people this went far beyond a simple inconvenience. This outage put my job in jeopardy. 

  
  Thank you, 
  *******************************

  Business Response

  Date: 02/20/2024

  Thank you for reaching out to us. Normally, we only credit for the days when the service was not available. Being down for a week does not mean that a whole month's credit is due. However, as a gesture of goodwill, we have credited one month of service and also one month's rental fee for the equipment

• Initial Complaint

  Date:02/11/2024

  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've been in ****************** complex for a bit under a year and have had Broadstar the entire time. To say I've been disappointed with their service is a vast understatement. At this point I am shocked that an ISP can be this bad. It almost feels like they're actively trying not to provide the services they offer. It should be criminal to charge $80 a month for "500Mbps Download" but rarely provide even 100Mbps download speeds. They've sent a technician to "fix" the issue multiple times with 0 improvements. The biggest problem with their service is the CONSTANT internet disconnections. I can't go more than 30 mins without a minute or two where the internet does not work at all. If you work from home and you have broadstar, you might as well quit your job because you will not get any work done. Forget about any recreational internet use, that will only lead to frustration. I haven't even mentioned they're outdated website and payment portal. This company is a joke. If any other business provided less than 10% of what they offered they'd be sued instantly. This is unacceptable service. Broadstar is the worst ISP I've ever had. STRONGLY RECOMMEND AVOIDING THEM AT ALL COSTS. Ironically, I've had to try and submit this claim multiple times because my internet would go down before it submitted... as expected.

  Business Response

  Date: 02/22/2024

  Hello , we will have a Representative reach out to you to schedule a service tech to come out and determine what the issue is.