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:01/19/2025

  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.

  We have been a customer of Mercury Broadband since June 2023. Since November 2024, we have continuously problems with disconnecting and speeds. We have been paying $99 a month for 150 mbps and been receiving around 30 mbsp. We have called numerous times. The first time they sent someone out to check our equipment. They checked our router and said it was good but end up changing the outside receiver. That only fixed the problem for a day or two. We keep calling in and they go through of having us unplug our router. Which does not fix the problem. They tell us they will look into the problem and have someone check our tower. Finally we got ahold of someone who told us that other customers in are area are having the same trouble and that it is our tower. They were suppose to talk to their supervisor to have us credit our bill but that hasn’t been done. Also credit our son’s account, he lives next door (my husband is on his account so they were able to pull it up). We are still having problems and no credits to our accounts. Our son told us he has had problems since he signed up with October 2022. There is limited options were we live for Internet service. So we are unable to change our service provider. Even though I thought fiber was suppose to be available everywhere. I figured if the better business service got involved, Mercury would be more inclined to fix the issues and provide the mbps that we are paying for. We found a Facebook page of Mercury broadband users that are not happy with their service. Thank you

  

  Business Response

  Date: 03/01/2025

  hank you for reaching out. We will have a supervisor research your account and will contact you within 24-48 hours. We apologize for the inconvenience. If you have additional questions, please contact our customer support line at ************** and ask to speak to the supervisor on duty.
  

• Initial Complaint

  Date:01/14/2025

  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.

  I signed up for Mercury Broadband internet service, where the contract explicitly notes that the service works and is advertised to work at speeds up to 100mbps. I work from home and require speeds to handle document upload/downloads which was communicated when I signed up for service. Mercury Broadband’s service was less than 1 mbps most of the time per their speed tests and mine. I called for service and received a charge because they came and couldn’t find anything wrong with the equipment. I had to argue that I should not be charged for this. They tried to blame me for having the old ISP modem near their modem. Their service tech placed the modem there, not me. So they credited me the service charge, however they always threatened me with charges for service when I was experiencing poor speeds or loss of connection. I only called when repeated attempts of restarting the modem and rebooting my computer did not improve performance and I had time to wait for a reply. The service did work 20-30% of the time. I would go to my daughter's house to work sometimes because documents would not load. I finally cancelled a year later, in Dec 2024 after I found a new effective ISP. They now will not let me out of the two year contract without paying an early termination fee. I explained the poor service and lack of WORKING internet that was not provided per the contract. The supervisor, Sierra determined I was not eligible for waiver of the ET fee because I didn’t report the lack of performance frequently enough. The supervisor was very condescending with a tone as if I was lying about my experience. I don't believe Mercury Broadband fulfilled their obligation under the contract, and I should not be responsible for an early termination fee for service that did not meet requirements to upload documents consistently or reliably.

  

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to Mercury Broadband. We will
  review your account and get in touch if any adjustments are necessary. If you
  have any other questions, please don’t hesitate to contact Customer Support at
  ************** and ask to speak with a supervisor. 

• Initial Complaint

  Date:10/12/2024

  Type:Billing 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 am writing to formally dispute the $200 termination fee charged upon ending my contract with your service. From the beginning of my contract, I was assured I would receive a minimum of 100 Mbps as part of my plan. However, I rarely experienced anything close to this promised speed. Instead, I frequently had speeds around 30-40 Mbps, which significantly impacted my ability to rely on the service.
  
  Each time I contacted customer support, I was advised to reset my router. While this provided a temporary fix, the speeds quickly dropped again after a few days, failing to meet the quality and consistency promised.
  
  Given that I was not provided with the level of service agreed upon, I believe the termination fee is unjustified. I respectfully request a review of this charge and a waiver based on the lack of satisfactory service delivery.
  
  Thank you for your attention to this matter.

  

  Business Response

  Date: 11/06/2024

  Thank you for
  reaching out to Mercury Broadband. An account manager will review your account,
  and I will get in touch with you if we determine that a refund is necessary. If
  you have any other questions, please don’t hesitate to contact our customer
  support team at ###-###-#### and ask to speak with the Customer Service
  Manager.

• 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.

  I was a customer for almost 1 1/2 years. In April 2024, I was not getting the promised internet speed (up to 100Mbps) for the amount I was paying per month, $99 for their enhanced service. I work from home and depend on the internet. I was not even receiving 20Mbps. This was a known issue, and I spoke to customer service almost every week until June 25th, 2024 when I had to cancel the service. My employer asked that I change providers due to not being able to do the work expected of me daily. Mind you, I paid the $99 per month without getting the service. They now want to charge me a $200 cancellation fee that I am not willing to pay. The customer service supervisor said she wished she could waive, it but that her superiors would not allow it.
  They have recorded calls, and documents of me trying to understand they had a signal issue with their tower, not allowing for me to receive the signal I needed for the service I was paying for.
  This is not right! I would like to have the $200 waived.

  

  Business Response

  Date: 07/25/2024

  Thank you, ***, for getting in touch. We appreciate your
  bringing this to our attention. We will investigate your account and make any
  necessary adjustments if needed. If you have any more questions, please don't
  hesitate to contact Customer Support at ************** and ask to speak with a
  supervisor.

  

  Business Response

  Date: 08/20/2024

  Thank you for contacting
  Mercury Broadband. Please make sure to pay the full amount to avoid any
  additional charges to your account. If you're not sure about the amount you
  owe, feel free to reach out to our Customer Support team at ************** and
  ask to speak to a supervisor who can assist you with your payment.

  Customer Answer

  Date: 08/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Mercury Broadband did not respond to waive cancellation fee.
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:07/22/2024

  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.

  Mercury offered minimal speed for $65 a month. But could not provide the speed. Had multiple techs out to fix issues. They indicated that the tower cant provide the minimal speed. Mercury continue to charge me $65 a month even though they cant provide the service. I stop paying until they fix the issue. They promised several times to resolve this but never called back or sent email. Now they are refusing to credit the account because I past due. I believe its illegal to sell and charge a service you knowing can't provide.

  

  Business Response

  Date: 07/25/2024

  Thank you, *** *****, for your patience and understanding as
  we work to resolve your billing concerns. We have reviewed your invoice and
  identified the statement you received is correct. If you have any further
  questions, please get in touch with our Customer Support at ************** and
  ask to speak to a supervisor. They will be happy to assist you. Thank you for being
  a valued customer. 

  Customer Answer

  Date: 07/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Is Mercury confirming that the service sold to me at $65.00 a month is being provided. Can you please confirm that the minimal speed is obtainable? According to the last call and your field tech verify it was not an option therefore my billing isn't correct. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 07/31/2024

  Thank you for reaching out to
  Mercury Broadband. If you have any additional questions, please call our
  Customer Support at ************** and request to speak to a supervisor. They
  will be glad to help you.

• Initial Complaint

  Date:07/09/2024

  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.

  Our church Faith Alive Church has been paying Mercury for over a year and a half and getting poor service. In June I called to cancel they said I had to stay with them till Oct 2024 or pay a fine.
  So they ask to send a tech out, which at this time on or around June 20th, I paid the 65.00 bill for June 18th to July 18th.
  Then the tech that came out said he could not get a signal in our building, so we are not, nor have we been getting service obviously for some time, if we ever did. I contacted Mercury and ask for the 65.00 to be refunded since they have their equipment and I couldn't get service that I just paid for. I was told they could not refund me any money because I called and paid after the 18th billing cycle.
  Could you please help with this. I do not want to pay for a service they know for sure I'm not going to get. They picked up their equipment within a week of finding out we couldn't get service.

  

  Business Response

  Date: 07/12/2024

  Thank you, *****, for contacting Mercury Broadband. We have
  reviewed your account and show a pending credit. Please don't hesitate to reach
  out to Customer Service at ###-###-#### if you have any questions. 

  

  Business Response

  Date: 08/01/2024

  Thank you for reaching out to Mercury Broadband. Please call our Customer Service at ###-###-#### and request to speak with a supervisor.

  Customer Answer

  Date: 08/02/2024

   
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  
  I have contacted them and get no where with them on a refund for the payment made in June, that was 2 days into the month that we would not be getting service,  and within 5 days they had their equipment back!
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/08/2024

  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.

  Mercury broadband is so slow sometimes it will not work at all.
  They are not providing the service that they promote. This needs to be investaged.

  

  Business Response

  Date: 07/10/2024

  Hello, Mr. ********* We have no record of any issues with
  your account or internet service. Our records indicate that the last time you
  contacted customer support was on 09/23/2023. Please contact our customer
  support team at ###-###-####. A representative will reach out to you today to
  provide assistance. We appreciate you as a customer.

• Initial Complaint

  Date:06/27/2024

  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 lost interest connection 6/26. They scheduled a technician to come out on July 13. That’s doing without internet service for over 2 weeks. This is unacceptable to me. Would you like to be without internet service for over 2 weeks. It appears that you need to hire more technicians.

  

  Business Response

  Date: 07/01/2024

  Thank you for contacting Mercury Broadband. We will review
  your account and make adjustments accordingly. If you have any questions or
  concerns, remember that our dedicated Customer Support team is always available
  at ###-###-####. Feel free to ask to speak to the Customer Service Manager
  for any further assistance.

   

• Initial Complaint

  Date:06/26/2024

  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 company posing as a bank received my funds and will not return them. My bank has been reaching out to them to recover them and they Will Not Respond!!!!

  

  Business Response

  Date: 07/01/2024

  Thank you for contacting Mercury Broadband. We will review
  your account and make adjustments accordingly. If you have any questions or
  concerns, remember that our dedicated Customer Support team is always available
  at ###-###-####. Feel free to ask to speak to the Customer Service Manager
  for any further assistance.

• Initial Complaint

  Date:06/17/2024

  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 requested that internet be installed the man came and installed said he had to come back and never did. I told him that no one lived there yet there was a problem with the electricity and he said just let them know when we were ready for it to be activated when he left there was wifi with no internet access. Now I get a bill for 265 and I've never had the service activated. They are trying to charge me an extra 100 to collect the equipment as well I simply wanted the bill took away and they can have the equipment because I've never used the service the house is just about ready for move in.

  

  Business Response

  Date: 06/22/2024

  Thank you for reaching out to us at Mercury Broadband. We
  understand that you have some concerns about your account, and we want to
  assure you that we are here to help. We will thoroughly research your account
  and promptly mail you the necessary paperwork. If you have any further
  questions or need additional assistance, please don't hesitate to contact our
  dedicated Customer Support team at ###-###-#### and ask to speak to a
  supervisor.