Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Internet Services

Mercury Broadband

Headquarters

Complaints

Customer Complaints Summary

  • 54 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • 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.


    Complaint: ********



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



    Sincerely,



    *** *******aived.

    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.
  • 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.


    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: 07/25/2024

    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. 

    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.
     

    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,



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

    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.
  • 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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.