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:02/07/2024

  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.

  Today, Feb 7,2024, my Internet has been out since early Monday morning and is still out. No explanation why, just that they r working on it. No estimate when might be done. I will have to move if not corrected soon since I do some of my work at home and needing Internet access.They also provide dish, and when that goes out on a Friday they will not come out to fix until Tuesday or later in the next week. Apparently they have no service tech to come out. Just expressing my frustration. Someone needs to find out what is going on.

  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.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company provides television and internet services in *****************, in *************** **. That is when it works. Their service goes on and off so frequently its unbelievable. When it is on you have to put up with pixilation so bad you can hardly watch. They have been out to service our system at least 5 times. If they dont come out their fix is to unplug and reconnect the box after ************************************************************************************* the time weve had their service. I wonder if the president of this company had his car stop on the street every other day and the car company fix was. Just get out and kick the tires..how long would they keep that car. I really dont think their service personnel know what they are doing. Or the company just doesnt want to spend the money to upgrade their equipment to something reliable. This is not just a personal complaint. Many, many people in this 55 and older community have had the same experience. And NEVER has their been any compensation offered.

  Business Response

  Date: 12/04/2023

  Hello, last week we sent a Tier 3 technician to Saddlebrook to review the issue. We worked on the distribution and were able to balance it. We are confident that these fixes will eliminate the outages. As a gesture of goodwill, we have credited this customer for an entire month of service for the inconvenience caused.Customer Information:

• Initial Complaint

  Date:11/27/2023

  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.

  Back in September of 2023, Broadstar decided to cut ties with me and my entire community. They reimbursed me for the month of September. However, I owe them $***** for equipment fees. Today I received an email stating I need to return the equipment by December 30 with NO PREPAID SHIPPING LABEL and they will waive any outstanding bill I have with them. So I called their billing department to ask why isn't there a prepaid shipping label attached to the email and they said I have to buy the label and ship the equipment back to them. I then ask about them waiving the ***** bill once they receive the equipment and they told me no. So how is it fair that I have to provide my own label AND pay for the equipment fee when I haven't been able to use their service since September!? I want them to waive the bill if I have to buy the shipping label to return their equipment.

  Business Response

  Date: 12/04/2023

  Hello, I called and spoke to **** and explained that we will waive the balance on the account if he ships it back. I apologize the representative gave the wrong information 

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called at 7pm and its 730 and still waiting for someone to answer the phone tried every option the provide and nobody answered. My card was replaced and I tried calling to replace the card. One day after due date the suspended my service. Now they are charging reconnection fee. I paid it by 10 am this morning. And still no service. Dont try to respond saying there is no account affiliation. I will post my account and payment history to show. Never been late! Expect a refund for reconnection and call back

  Business Response

  Date: 10/10/2023

  The customer had enrolled their account in the auto-pay service, with the payment due on the first day of every month. However, the payment was unsuccessful, and BroadStar tried to inform the customer twice, on the 2nd and 3rd day of the month. Despite these attempts, the customer failed to respond. Consequently, on 10/4 at 12:10 p.m., BroadStar suspended the service and levied a reconnection fee. The customer eventually called on 10/5 at 10:20 am to pay their bill, which was four days overdue and had already been suspended.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived in Magnolia Place for about a year and a half now. I pay for the highest plan Broadstar offers being 500mbps down in my neighborhood, which is low for the area. The other leading ISP in town offers 1 gig internet speeds and I used them prior to moving to this neighborhood with little to no issues. Since my move in date I have filed a new ticket every couple of months complaining about internet speeds. I regularly work from home and complained that getting on average ***** down is not acceptable, especially when ***** is if I am lucky. As I am writing this I am getting 16mbps with only one active device on the network, hard wired to the modem. I can count on one hand the number of times I have ran a speed test and gotten over 200mbps, and only on two hands then number of times I've seen over 100mbps. This recent 2 weeks was a breaking point for me after I opened yet another ticket only for them to want to schedule another on site technician as if somehow after all this time another modem is all I need. Prior to this redundant on site I received a call saying they believe they found a potential issue affecting my network, and were going to try and fix it remotely on Monday (today). It is now the end of the day almost 8pm, I have not received any follow up, my internet has not improved, I called their support again and was told there are no notes on my ticket and that the on site technician scheduled for tomorrow will likely figure out why my speed is slow (he wont). I then decided to call back and speak to the billing department to demand some form of credit to my account after over a year of trying to fix this issue. I got the same person on the phone, who told me there is nothing they can do for me until the issue is resolved. Which is mind blowing to me considering they haven't fixed it in over a year.

  Business Response

  Date: 09/29/2023

  On 9/10/23, we received a report of an issue, which we promptly addressed by replacing the modem on 9/22. We wish to assure our valued customers that our proactive monitoring efforts will continue to ensure seamless service delivery. As a gesture of goodwill, we have credited the customer's account for one month of service. Should you have any further inquiries, please do not hesitate to reach out to us.

• Initial Complaint

  Date:07/12/2023

  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.

  Continual service interruption

  Business Response

  Date: 07/18/2023

  I'm sorry, but we do not have a record of this individual being associated with the BroadStar account. As a security measure, we cannot disclose any information to unauthorized individuals. We will contact the person at the address listed and review any issues. 

  Customer Answer

  Date: 07/25/2023

  I have tried contacting Broadstar with no success. We experience repeated service interruptions. We live in the ********************* and other people are having the same problems. 
  *********************

  1762 ****************

  ********, ******* 33810

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

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20312550
  
  I am rejecting this response because:

  They have failed to contact us. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/27/2023

  We have contacted the account holder , we do not have ********************* associated with any account .We have  attempting to contact account holder to add ********************* to the account so that we may assist him with any service issues that are occurring.We have been unsuccessful .

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  roadstar came into my community and was installed in my unit 10.15.2021. This paid thru my maintenance fee and they promised internet speed of 500mbps. As I work from home, my internet has had issue since day one. I have a filled file folder of tickets with techs coming to my home replacing equipment thinking this will fix the issue. Most recently, I had a higher tier tech come to my home and was told the issue are caused by and outside box installed wrong along with various other internet issue that they say they are monitoring. It is now 5.8.2023 and this issue has had a profound effect on my business and still no resolution. I am aware that because I pay thru my maintenance, I cannot withhold payment and do not know what other recourse I have regarding getting this fixed. I live in an association and cannot get my own internet service as this is also for the ** which had problems as well. I need help in getting this company to do their job after this amount of time as I am at my **** end. I would like to keep this complaint discrete as I am afraid the *** will come after me

  Business Response

  Date: 05/17/2023

  Hello , 

  We have escalated this issue and we have the *** Going out to this customer to see if we can determine what the issues are , we have been several times and can not get to the root cause of the customers issues. We will continue to work with the customer as best we can to resolve the reported issues 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20032279
  
  I am rejecting this response because:
  I have been hearing this excuse since 2021 and I am wondering if they even know how to fix the issues. The only reason a tech is coming tomorrow is I have been emailing daily for 3 weeks
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/24/2023

  
  On May 18th, a team consisting of the CTO, technician, and VP of Engineering visited the customer's home to investigate an issue. After conducting several speed tests and troubleshooting, they determined that the problem was with the customer's laptop. They advised the customer to contact their work IT team for assistance in resolving the laptop issues.
  
  
  --
  
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20032279
  
  I am rejecting this response because: 

  This is the second time my tech is reviewing the same issue. Upon initial review he again stated the laptop is not the issue. Right now I only want to know if these TV wifi issues can or cannot be corrected. Just a simple yes or no so I can move forward

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

• Initial Complaint

  Date:03/20/2023

  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.

  We signed up with Broadstar for internet service. We were not aware that they were partners with Fastlite network services which provided the internet services. They sent a letter in January they fail to reach an agreement and they would be handling billing and fastlite would handle internet and support.We have not had service, you cannot contact fastlite on all of their phone numbers published on their website belong to other businesses. Broadstar gave us ********** and that number goes to a voicemail that is full and hangs up on you. We called Broadstar to cancel service & request refund from January to March since we moved to Spectrum and it goes to a voicemail at 8:06 am.We are asking for a refund and cancellation of this account once and for all.

  Business Response

  Date: 03/28/2023

  Thank you for contacting BroadStar we show that *************************** contacts BroadStar on 3/20/2023 and we were able to cancel her service as requested, the account will be prorated on 4/15 and we will reach out to the customer to determine what the refund will be on the account.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19622693
  
  I am rejecting this response because:

  Broadstar accepts no responsibility how the customer is treated because they have failed to reach an agreement with fastlite network.

  Since they collect the billing and do not know when there is a disruption of service or when there is no service provided thru partner fastlight network. We cant even contact fastlite as all of their published numbers were disconnected and the one number has a voicemail that drops the call. Broadstar collects the money and when you call in is their only proof to cancel your service. My neighbors are all broadstars customer and have had many outages and no way to get a hold of them. No credit. But billing goes on. 

  when we first signed an agreement it was with Broadstar. Their treatment not to contact them fastlite equipment which was delivered at the time we signed with them leaves us the customer liable to be charged for this equipment. Fastlite does not answer their phones and we have their equipment. what I am suppose to do with this. I will not take further action its up to these two companies to get this issue. Resolved. 
  

  When I called Broadstar I asked was my service active. They said yes. I asked twice because I knew they were lying. Because I already had active  service with Spectrum and the fiber optics from Broadstar were not active. So how did I have service if they are only providing billing services.  They dont, because they donot interact with fastlite. And why would fastlite tell them because they want to continue charging for services they are not providing. So this needs to be investigated. They cant prove how long we had no service when they notified us as of January **** because they no longer interact with Fastlite.

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

  Business Response

  Date: 04/03/2023

  Thank you for contacting BroadStar we show that *************************** contacts BroadStar on 3/20/2023 and we were able to cancel her service as requested, the account will be prorated on 4/15 and we will reach out to the customer to determine what the refund will be on the account.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19622693
  
  I am rejecting this response because:

  what does this response actually mean will be prorated on 4/15. What is that date end of term?is this a refund they are sending for what time frame?  Equipment is still at the ******* home. Finally got thru to fastlite phone, some male answers, didnt ask for my acct, didnt confirm my name or phone number, ask for my address, said some would pick up on Saturday 4/1. They never called,  never showed up, the saga continues.with this company. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/06/2023

  BroadStar has spoken to the customer on 3/21 and we advised her that we will ororate back to the date she canceled on 3/18/2023 . BroadStar Stopped the bill lines and the account will Prorate back on 4/1/2023  We can not speak to  why Fastlite did not answer , take the information ect . BroadStar Shut down  the billing on the account and it will be Prorated back on 4/15/2023 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19622693
  
  I am rejecting this response because:

  I'm am done with this complaint. 
  We will wait for FCC. We wanted to make others aware and ask that they file a complaint thru BBB and FCC. The equipment has not been picked up and service disrupted in January not March.

  You can close it. I expected them to go back and actually check when service was disrupted and it's not when the call was generated. 

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

• Initial Complaint

  Date:02/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last three weeks I keep losing internet and low signal they keep telling me that they are going to send a tech out never getting results no tech getting a run around everytime we start to order groceries or go on line low signal not getting the 5G WiFi I have called a number of times and complained so I am turning to you for help

  Business Response

  Date: 03/06/2023

  BroadStar was able to escalate Mr. ******** issue to our Tier 2 technician, we have adjusted this distribution and this customer should find there are no more issues.  BroadStar has credited a month of service for both the internet and the ** for $77.87.

• Initial Complaint

  Date:12/21/2022

  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.

  Internet speeds not as promised. TV is a joke constantly have to reset the fire stick as it freezes up

  Business Response

  Date: 01/03/2023

  We will reach out to the customer and schedule a technician to come out and see how we can help with the Tv and internet speeds