ComplaintsforPoint Broadband, LLC
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Complaint Details
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Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our internet in my area was out for over a week prior to ******* **, on October ***h my internet stopped working again. I called and explained my problem and they told me it was due to nonpayment, even though I had a message from them saying that it would be turned off on October ****, so I though I still had a couple days, I accepted that, and I paid my bill on the **th, they then told me that it wasn’t the payment that was the issue, and they were going to have to “reconfigure my router on their end” and it should only take a couple minutes. Here I am the now, October **** and they still can’t tell me what’s going on, they will tell me one call that it’s because my payment hasn’t gone through and that’s why they haven’t turned it back on, and it should only take about half an hour, then 2 hours later I call back and they say it’s an issue with my router and they’ll have it fixed up soon, then another couple hours later it’s back to my payment being processed improperly, I’m tired of being given the runaround and I just want my internet to continue to work, I’ve had about 3 days of service in the past 2-3 weeks and I’m sick of it. Anyone seeing this please just go with another company even if they’re more expensive, this headache is not worth itBusiness response
10/24/2023
We apologize for the issues Mr. ***** has experienced with his services. After reviewing the account, the invoices print on the *** of the month and are due on the ****. Late fees begin to accrue the day after the due day and there is continuous communication advising of a bill due. Unfortunately, if there is no payment received by the **** of that month then the account is disconnected for non-payment. There were 3 invoices generated and no payment made until October which only covered one invoice. It appears the account is now at a zero balance and services are working. We do always recommend setting up automatic payment to ensure payments are processed smoothly moving forward and will be more than happy to help Mr. ***** set this up on his account. Should there be any other issues, please contact us directly at ************ so we can document and act as necessary. We appreciate you being a Point Broadband customer.Initial Complaint
09/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Having issues with service, it starts at 7pm every day to around 11-midnight. So slow you can't even stream TV services. And my security system/outdoor cameras starts glitching. I have/paying for 300mbs service, between those hours mentioned it goes down to 3 to 4mbs. I believe they are throttling service in peak times. I can't get any help, people promise to call me I never hear back. They flat out refuse to let me speak to a supervisor (always says none avaliable in every department im speaking with) I've called 9 times about it in the last week and half and no resaloution or help. This has been going on for a long while now.Business response
10/05/2023
Point Broadband apologizes for all the service issues. We are actively working on Mr. ******* issues and have been in touch with him several times over the last few days. We have also credited his account for the service interruptions. Point Broadband will continue to work to mitigate the issue that is affecting Mr. ******* and several other customers in the ***** market.Business response
10/05/2023
Point Broadband apologizes for all the service issues. We are actively working on Mr. ******* issues and have been in touch with him several times over the last few days. We have also credited his account for the service interruptions. Point Broadband will continue to work to mitigate the issue that is affecting Mr. ******* and several other customers in the ***** market.Initial Complaint
08/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was over charged for a bill that I had to pay.Business response
08/17/2023
I have reviewed Ms. ******'s account and it seems she missed a payment in July and was billed two months on her August bill. Due to the mishap, I have credited Ms. ****** the 15.00 late fee that was charged to her account and that will reflect on the next invoice.Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been a customer for years now and the past 12 months I've been calling to complain about my signal being slow are non-existent they always feel me too unplug my router I do it does not fix the problem then their tech told me to buy a new router I did that as well it did not fix the problem they have moved my outside dish several times I still does not fix the problem they say it's the weather or atmosphere ducting all the time I pay 87.00 a month to receive no service I've tried to speak with a supervisor multiple times they hang up or refuse to speak with me something has got to be done about this.Business response
08/15/2023
********* *** ****** *** ******** *** ******** ** *** ********* *** *** ****** ******** **** ** ******* ** ********** ****** ** **** **** ** ******** ** ********** ****** *** **** ************* **** *** ******** ******* ****** *** **** ** ******* ** *****
Point Broadband
Point Broadband is a broadband provider offering fast and reliable broadband and wireless services to residential and business customers in rural and suburban America.
************* ***** **** **** * ******** *** ***** *** *** *** **** ** ****** **** **** ******* ** ******** ***** ** ****** ***** **** *** ************ **** ****** **** ** *** ****** ** ****** * ** ** **** *** *** *** ******* **** ***** **** **** ** ** *** * *** ****** * *** **** ** **** ** *** *** *** *** ******* **** **** ***** ** ******* **** ******* ***** * ***** **** *** *** *** ******* **** *** **** *** ******* ** ********** ******* *** *** **** * *** ***** * ***** ** ******* ** ******* **** ***** ** ***** **** * ********** ******** ***** **** **** ** ** ****** ** ******
Point Broadband’s Response
Point Broadband apologizes for all the inconveniences we have caused Ms. ******. A month’s credit has been issued to her account and we are having our technical support team reach out to see if we can resolve her issues.Initial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ruined my new siding. Installed box on side of house on new siding ruining new siding. I do not want box there. I never gave permission for this and was not even home! I was not aware of them coming and NEVER WOULD HAVE OKAYED THE BOX TO BE INSTALLED THERE. you ruined my new siding! It isn't even completed yet. You tore up about 25 feet of my yard and you cut wires on my house. You destroyed perennials.Business response
07/20/2023
We engaged with Ms. ***** the afternoon on *****/23. She agreed to allow us to dispatch to her home on ***** at 9:00am. We were able to move the *** to a location of her choosing and complete the install. Our General Manager called her and left her a message asking for her to call him if she has any remaining concerns. She has not called back yet. Regarding her damaged siding, she wanted her siding vendor to do the repair. I agreed that Point Broadband would pay for repair. The tech gave Ms. ***** the General Managers business card and she will send the repair invoice to his attention.Initial Complaint
07/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They have been failing to properly communicate with each other or customers and that is resolving in them neither adjusting the bills or even opening the tickets.Business response
07/24/2023
Prior to Ms. ********* requesting credit there were no trouble tickets to support her claims which is why no credit was given. She opened a ticket via the website, and it didn't get the attention it needed, and we apologize for our oversight. We gave Ms. ********* a onetime $20 credit and restored her service and will follow up with her to make sure all services are working as expected.
Customer response
07/25/2023
This happened several times and I have verification. The only reason tickets weren't opened is because they were playing games with sending me between departments. My * year old and I are now fleeing for our lives, in part because of this situation and it was explained several times to agents. Each time they refused to follow through. Anymore a $20 credit isn't helping me. Nothing I tried helped me. *** ******** ** ** *** because my Internet was the only way I could have left safely.
Complaint: ********
I am rejecting this response
Sincerely,
***** *********Business response
07/25/2023
We apologize for any inconvenience and apologize that Point Broadband isn't meeting your needs. Until the upgrade to the network is complete there is nothing we can do at this time. On top of the 20.00 credit, you are receiving a discount of 15.00 per month.Customer response
08/14/2023
I emailed the company and said no. I'm ****** ** ** **** **** ** * **** *** because of this company and abuse.Initial Complaint
07/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Just got service with Point Broadband and am very unsatisfied with the results. I hardly receive the signal I’m subscribed too and most of the time it is unusable.Business response
07/11/2023
Submitted Via online BBB response box
Response to BBB Complaint
Re: BBB CASE#: ********
Date of Receipt of Complaint: **** ** 2023
Date of Response to Complaint: **** *** 2023
Complainant’s Name and Address:
**** ***** **** ******** ** ********* ** *****
Point Broadband
Point Broadband is a broadband provider offering fast and reliable broadband services to residential and business customers in rural and suburban America.
Complainant’s Issue
Just got service with Point Broadband and am very unsatisfied with the results. I hardly receive the signal I’m subscribed too and most of the time it is unusable.
Point Broadband’s Response
Point Broadband has an onsite scheduled to address Mr. *****’s service issue on **** *** 2023. A $50.00 one time credit has been applied to his account for the inconvenience of his service issues.
Should BBB have any further questions concerning Point Broadband’s response please feel free to contact us. Thank you for this opportunity to respond.Initial Complaint
05/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been dealing with an issue of false advertising and lack of service for the number of people in the surrounding area. We have been on an internet plan for 25 mgbs download which can very down to 20 mgbs. On average, we get 10 mgbs to 3 mgbs when everyone in the surrounding area is home. We have got confirmation that the amount of internet data transferred to our local radio is only enough for two households at 25 mgbs. We have been trying to get this resolved since ******* of 2022 and have finally got told to quit calling. In ******* of 2023, we were told by a manager that we would be receiving fiber within the next few months. A couple of months later we called to see if there was an update on the fiber installment and were told that they were not going to be putting fiber in nor replacing the radio equipment either and that we were "***". We have tried to be patient. We have asked for some sort of discount or some sort of reimbursement for the lack of service and we have been told that they can't do that. We are tired of hearing "The Engineers are looking into it" and hearing nothing back from the company is old. Back in ******** they had replaced a radio then two weeks later took it down, the internet was good for those two weeks and has been back to the same old shit. They don't want to work with us at all to help fix their issues because they are a fiber company and don't want to help the wireless-based people even if they might make more money for it in the long run. The following images are all from different times of day and weeks. Our account is under my mother's name ****.Business response
05/22/2023
Point Broadband regrets any annoyances our services may have given you. I've put down a one-time 50.00 credit as well as a 15.00 per month credit for the following 12 months. I've also inquired for an update on the fiber rollout to your neighborhood, but there isn't one yet. Hopefully, we can get you an update soon. Thank you for being a Point Broadband customer.Customer response
05/23/2023
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.
Sincerely,
****** ******Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
January ** we had internet installed. We have not had one day of decent internet. We cannot get customer service. They won't credit my account because they haven't fixed the problem As far as I can tell they never will. I want a total refund to my account and If they cant appear at my home and fix this equipment they need to come and get it.Business response
02/17/2023
Point Broadband regrets to report to the BBB that Ms. ******** disconnected her services on 2/9 before we could resolve her issues. We apologize for any inconvenience this has caused Ms. ********.Customer response
02/17/2023
Complaint: ********
I am rejecting this response because: This company needs to respond to this problem. I am not the only complainant. They have accepted Federal Money to do this job and have not done it properly.
Sincerely,
**** ********Initial Complaint
02/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Pointbroadband billed me for charges and late fees in excess of what is posted in their customer service agreement. I informed Pointbroadband that my credit card issuer has cancelled my card due to fraud; however, they were unwilling to refund the late charges. They left me without 911 service for 4 days, while I waited for them to reconnect service, which did not require an on-site visit but simply some re-programming that could have been done remotely in less than 5 minutes.Business response
02/10/2023
Point Broadband issued a credit for 1 Late fee of 15.00 and one reconnect fee of 50.00.
We researched the account and found the below details:
Customers payment due on 11/30/22 was declined and then his account went into non-pay disconnect status on 12/20/22. The declined payment created a CC Denial fee that showed on the 12/1/22 invoice for $30.00 as well as a late fee of $15.00, and since the service went into a Non-Pay Disconnect Status and the customer paid on 12/20/22 to restore service that created the Reconnect fee of $50.00 that shows on the invoice that printed 1/1/23. When we tried to process the payment that was due on 12/30/22 it declined as well and created another CC Denial fee of $30.00 that would go on the 1/1/23 invoice as well as another late fee of $15.00 but I show that the account balance was paid in full on 1/16/23.
We didn't have any information about a card being canceled by the issuer for fraudulent charges and we apologize for any inconvenience.
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Contact Information
Customer Complaints Summary
34 total complaints in the last 3 years.
18 complaints closed in the last 12 months.