ComplaintsforWisper ISP
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Complaint Details
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Initial Complaint
01/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Wisper is our provider. We lost service January 11th a little after midnight. I have called in daily as well as my neighbors. We have been told the tower was down and someone would have to climb it weather permitting. We’ve have good days to get it fixed. Called today and the lady told me they have no plans on fixing the tower.. when I asked if they planned on providing us with the service or we have to go somewhere else she said they weren’t sure yet. There were other towers that had more customers those would come first. It is now January 18 . Called this evening guy told me they would be trying to get everyone online as soon as possible. When a told him the lady told me they were closing service to our tower he told me the lady shouldn’t have told me that? But that was an option. Very poor customer serviceBusiness response
01/31/2024
The communications tower that serves this customer has suffered an equipment failure. Our tower crews responded to the outage and determined that the tower is not currently safe to climb. This has been confirmed by our Tower Safety Manager. We have attempted to serve the affected customers from another tower but there is not sufficient signal strength. We are working to make the tower safe to climb but it is apparent that repairs may take an extended period of time. We have notified all of the affected customers of this situation and have suspended billing until a solution can be found.Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have called multiple times to have my bill adjusted to reflect my $75 acp discount, and the company keeps coming up with reasons why they can't apply it. As shown in the attached screenshots I submitted the documents they requested on 7/14/2023.Business response
12/04/2023
We have made several attempts to complete the enrollment process in the National Database for the ********** ************ Program but we have not been able to find a match using the enrollment information the customer has provided to us. We are requesting that the customer please re-apply for the ACP benefit at getinternet.gov and provide us with an updated approval notice so that we can match the information in the database and complete enrollment for the customer in the program. In the mean time, we have credited the customer account an amount which reflects two months' ACP discount.Initial Complaint
10/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
They have no senior discounts and their prices are misleading. I have been with them for 8 years and they have increased my rates twice without any type of notification or anything. My friend said they have done the same thing to her. It is outrageous how much we have to pay now. I just want some type of relief. I am retired now and have limited income and I only use the internet for my security cameras since I live alone. There is now an increase in my bill of 17 dollars. I never got any word of the change and my friend told me they did not tell her either. When I called the company directly I felt like I was intentionally lied to. There should be laws against this. They should not be able to change our internet monthly bill without notice.Customer response
10/13/2023
The company router does not work as well. i was told by the man who installed it that i must get the router because it would fix all lagging. It never lagged with ******* router.Customer response
11/08/2023
On 10/2/23 I received a receipt that I have a credit balance of $90 and future charges would be deducted from balance. Then 11/8/23 I sent in an additional payment of $45 and received an invoice saying I owe $22 or my services would be turned off.Customer response
11/09/2023
More informationInitial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In the past year we have had wisper internet and we maybe have internet for a few minutes a day. I have called them multiple times and they never come out to help us with our issue. They keep taking our money but sadly this is the best internet provider we can get service with. So I kept calling and telling them that we have no internet and they basically said yes your reception is weak but we are not coming out to your house anymore and they said if we call one more time then they will come out to our house to take the stuff that whisper owns and disconnect us from their services. I don't think it's right to keep charging us every month to have wifi but then we don't get wifi reception. So at this moment we can't search on the web, open apps on our phones, watch tv (hulu, discovery plus, HBO Max) or even make phone calls. I don't know what to do because they even blocked my number so I can't call them. Its not ok that they blocked me from calling and they are still taking our money and we are not getting internet. Can someone please help with this situation?Business response
10/12/2023
On 9/23/2023, the Wisper Customer Advocacy team reached out to the account holder ***** ****** (***** is his daughter) and discussed this complaint. ***** was unaware a complaint had been filed on his behalf. Upcoming upgrades (schedule for October) were discussed and ***** indicated he was content to wait for them. The service issues were also discussed and a one month credit was applied to the account. ***** was content with this resolution.Business response
10/12/2023
On 9/23/2023, the Wisper Customer Advocacy team reached out to the account holder ***** ****** (***** is his daughter) and discussed this complaint. ***** was unaware a complaint had been filed on his behalf. Upcoming upgrades (schedule for October) were discussed and ***** indicated he was content to wait for them. The service issues were also discussed and a one month credit was applied to the account. ***** was content with this resolution.Initial Complaint
10/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Wisper's internet is constantly down or incredibly slow. This has been going on for years. To simplify matters I will focus this complaint on the past almost 2 weeks. I have had internet for a total of maybe one day. First I was told it was probably our router. I have bought several over the years because that always seems to be their go to answer. This time wisper shipped a new one to me then a tech came out 4 or 5 days later to hook it up. Next I was told the auto pay didn't go through so I paid my bill. New router was set up and I paid my bill so everything I could have done on my end I did. We had internet for maybe 24 hours and now here we are again with no internet. No one to call because they won't be in till 10am. If they send someone out again that will end up totaling nearly a month with no internet. I will have paid my bill for literally nothing. Paying for them to not provide me anything more than frustration. This is just unacceptable. Wisper was awarded a massive amount of grant money for the sole purpose of providing customers in rural areas better internet. There are hundreds of reviews online from other customers who are experiencing the exact same problems as I am.Business response
10/20/2022
The customer reached out to the Wisper Technical Support team at 10am on Saturday 10/15 and the agent was able to get the situation resolved (updated router on old version of firmware). No mention of a refund or credit was made while on the call, but a credit has been applied to the account for downtime the customer experienced. Wisper staff also reached out to the customer multiple times after receiving this complaint to notify the customer of the credit and resolution and to confirm all issues were solved to their satisfaction, but all calls at this point have been sent to voicemail.
If additional issues exist, the request is to please reach out to the Technical Support team for resolution. 1-800-765-7772
Initial Complaint
05/26/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had wisper isp installed around May 10 but after tech left my dish tv wasn't working. We did some trouble shooting and discovered a cut cable. I called wisper dispatch twice to get tech to come back and fix and also asked to be called back. I didn't hear anything, but next day found email scheduling a tech visit. I had already called dish to repair it,so when tech called about visit, I cancelled visit. Tech said he didn't think he cut the cable but agreed to waive my first ****. Meantime my first **** $65 was already auto deducted from my checking. I then email wisper for a manager to contact me. Nothing....I feel I deservce some type of adjustment, just for the aggrevaation. Thanks for any help you can give me *************************** **********Business response
06/14/2022
On 6/1: Customer reached out to ********************** to discuss service issues with service and was set up for a service visit during that phone call.
On 6/1: Service technician was scheduled to arrive onsite between 12pm-4pm on 6/7.
On 6/7: Service technician made attempts to contact the customer (**************) at 9am, 1pm and 4pm to let the customer know that service was restored and a visit was not necessary anymore.
On 6/8: Manager did a follow up call and left a voice mail at ************ to discuss the situation with the account.
On 6/14: Wisper received the written notification of the BBB complaint and management immediately reviewed the account, agreed with the refund request, processed the refund of $65 and called to notify the customer of the situation. Left a voice mail again.
Customer response
06/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
07/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Wisper ISP, Inc. installed a satellite dish for Internet service. I wasn’t home when they installed the service - so I never actually signed anything. However, they’re treating the subsequent disconnection as a breach of contract. The satellite was installed May 5, 2021. When I tried to connect to the Internet - the speed was terrible - wasn’t able to stream any TV and the fastest I could ever get was 3 Mbps - but they advertised 50 Mbps. I cancelled service on May 11, 2021. Even though I canceled service 6 days after install - they kept billing me for two months. When Wisper finally stopped billing me monthly - they added a $1,500 early termination fee to my invoice. Wisper is saying that I owe almost $2K. I dispute the entire amount. They never reply to my emails and my phone calls to them get ignored.Business response
08/26/2021
Hello,
I attempted to reach Mr. ********* numerous times to speak with him regarding the complaint but have been unable to reach him nor have I had my calls returned. I am happy to relay that although we do indeed consider the contract & charges valid, we have decided to waive both the Early Termination Fee & the service related charges that are past due for Mr. *********’s service with us. We have removed the balance from the collections agency.
We are sorry to see you leave Wisper & look forward to the opportunity to be your internet provider again one day.
I hope you have a great day & please let us know if you need anything else.
Thank you!
Michael K.
Customer Advocacy Assistant Manager
Wisper Internet
Mascoutah, IL
800.765.7772Initial Complaint
06/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have only this service for 3 weeks and it is hit or miss as to whether or not it is going to work. It is not working right now and I have been calling for over 3 hours and one person picked up the phone, and she said she was going to get me in touch with the dispatch team. I was on hold for an hour and no one ever picked up.Business response
06/04/2021
A supervisor reached out to Mr **** and the service issues he experienced appear to be related to a service outage during the morning of 6/2. Once the outage was fixed, he confirmed that he was happy with the service again. While the option for a refund was presented, Mr **** didn't indicate any interest in pursuing it. The supervisor also addressed the concerns about hold times and it appeared to be related to the roll-out of Wisper's new phone system that day. Bugs were discovered in the system and they have been addressed on Wisper's side. Apologized for the poor experience and the call ended on a positive note.
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.