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Complaint Details
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Initial Complaint
04/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On October 25th 2023, I contacted fastwyre and let them know that the cables they ran to my house 3 weeks prior were not buried like they were supposed to be and in result they were chewed by rodents because they were just running through the grass. I was told they would be sending someone out to fix the situation but it would be a while because they were booked out. I assumed that the lack of service would put the status of my account on hold. It did not. No one has come to fix it and it has now been 5 months and fastwyre is trying to charge me $400 worth of services that were never rendered. I had been in contact with ***** who has given me the run around, wouldn’t provide me with case number and would promise to call back. I haven’t heard from her in 2 weeks and each time I have called in I have waited on hold for 45+ minutes to be talked to. This service is more than unacceptable. They are aware that they monopolize the small town I live in with internet services and are using it to their advantage. I have seen multiple or customers with the same exact complaint in my town alone. I want my account to be credit back to 0 and a tech to come out and fix their original mistake asap.Business response
04/05/2024
Dear BBB,
A Fastwyre Broadband technician was dispatched to the customer's premises today and while on site, completed the required work to bury the drop to the customer's home. Please let us know if you need any additional information.
Thank you,
***** *******
Business response
04/05/2024
Dear BBB,
A Fastwyre Broadband technician was dispatched to the customer's premises today and while on site, completed the required work to bury the drop to the customer's home. Please let us know if you need any additional information.
Thank you,
***** *******
Customer response
04/09/2024
Complaint: 21509558
I am rejecting this response because I have made 9 phone calls to get the account reactivated and service connected. I still do not have WiFi signal to my house, and have been told multiple times by different people they were either connecting it or sending a message to someone who could expedite the connection and 5 days later there is still no connection.
Customer response
04/09/2024
Complaint: 21509558
I am rejecting this response because I have made 9 phone calls to get the account reactivated and service connected. I still do not have WiFi signal to my house, and have been told multiple times by different people they were either connecting it or sending a message to someone who could expedite the connection and 5 days later there is still no connection.
Initial Complaint
02/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been without internet/wireless service for almost three weeks. My provider is Fastwyre. I have made repeated calls to tech support for assistance/answers/resolution to this problem. I have called tech support at least eight times within the last two weeks.. The people answering the calls for tech support are level one people and just take messages. After numerous calls, I have been told by a rep that my situation has been escalated to the highest level but yet I have not heard from anyone other than the tech support guy who came out to check on my problem two weeks ago. I had already unplugged and replugged my router to no avail. I also checked the Cyber battery located in my attic and all of the correct lights were on indicating batteries were fine. The tech support gentleman who came out two weeks ago looked around the outside of my house and then told me he was going to go down the road to check on something. I have not heard or seen him or anyone since. I am 74 years old and am a widow. Because I depend on my exterior cameras for my safety, it is of utmost importance that my WiFi work so I can monitor any outside activity. The call operators have been informed of this fact but there still has been no attempt to resolve my issue. I have checked with neighbors down the street to see if they too are having issues. They are not and have not had any interruption in service. My safety and well being is based on a dependable internet system, and FastWyre has not shown me any responsibility on their part for keeping their system working. The least they could do would be to be in constant contact with the customer if a problem shows up.Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Starting in October 2023 Phone does not work over half the time. Someone has to call in before it starts working. Now it doesn't work at all. They say they cant work on it because we have outside dogs. We bring the dogs in the house. they still don't come. We stay at home and wait, still no show. Have to ride a bike to use a phone.Business response
02/14/2024
Fastwyre Broadband dispatched a Technician to the customer’s premises on February 12, 2024 and
while on-site, verified that service up to the customer’s house was working. Due to safety concerns,
including an unsecured dog and other unsafe conditions in the home, the Technician did not go
inside the customer’s home.Initial Complaint
01/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancelled service s in August of 2023 and I have a refund of $63.60 due to me. Which I have yet to received. Contacted numerous times only to get the run around. All I want is my refund that is owed to me.Business response
01/23/2024
Fastwyre Broadband (“Fastwyre”) reviewed its records and verified that a refund check was sent to the customer on November 11, 2023; however, it was never cashed. As a result, Fastwyre stopped payment on that check and has reissued a new one to the customer today. Fastwyre believes this will resolve the customers issue but are available for additional discussion if needed. Thank you, ***** ***** ******* SVP Regulatory Affairs ? Fastwyre Broadband Office: (720)370-2070Initial Complaint
07/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I changed service from this company, they owe me a refund of$126.65. I tried getting this refund since December 1st of 2023. I went to thier office in moss bluff la. 4 times and still have not gotten the money owed to meBusiness response
08/15/2023
Fastwyre's records show that the customer's refund of $126.65 was processed on July 31, 2023. Please let us know if additional information is needed. Thank you!
Initial Complaint
07/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Fastwyre is constantly changing their billing date. I have never missed a payment. Went to the bank and got 2 years of proof that I have never been late. I always pay on the 1st of the month. Due date was the 5th , then the 21st, and now it is the 15th. If I paid at the beginning of the month, why do I have to pay again . They are charging me late fees.Business response
08/15/2023
Fastwyre's records show that the customer is consistently a month behind schedule in their payments. We are happy to work with the customer to remedy this issue so that late fees will not be charged.Customer response
08/20/2023
I am rejecting this response because: I need the month that I did not pay the bill. If I can not find the payment in my bank statements that you say I did not pay, then I will pay it.Initial Complaint
06/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My internet has gone down for 2 entire consecutive weekends, the last of which it was down for 4 whole days. Every time I called their support, I was told their was nothing they could do as they don't send anyone out in person over the weekend. They also apparently don't know the hours of their network support and have no way of contacting their in-person technicians or seeing their queue. I don't know how this company communicates if they have such little info on their other departments. So far my experience with FastWyre has been comedic at best. When I first called, I connected with one of their remote user support techs who told me my account was shut off due to non payment, which I tried explaining was impossible as I have an auto pay set up, but she sent me to billing anyway, ignoring my words. The billing person then told me there is nothing on my account indicating non payment. So aside from blatantly lying to get out of work, their promise of 24/support is a complete lie and if you are out of service on a weekend, no matter the importance or priority, you will have no service for the whole weekend and even a little into the next week, as I didn't see a tech in person until Tuesday, and he didn't even call before showing up.Business response
06/14/2023
After reviewing the customer’s account, Fastwyre Broadband (“Fastwyre”) determined that the
customer contacted us regarding the issue on the afternoon of Friday, June 2nd. Following this
contact, Fastwyre began investigating the issue and ultimately assigned a Technician to be
dispatched on June 6th. After the Technician arrived at the customer’s premises, they replace the
customer’s optical network terminal and power supply.
On June 13th, Fastwyre contacted the customer and verified that their service was working well.
While Fastwyre believes these actions resolve the customer's concern, we remain available to
answer questions or further discuss if needed.
Thank you,
SVP Regulatory Affairs ? Fastwyre BroadbandInitial Complaint
01/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On May 12, 2022 We stopped service with Cameron Communications and brought back the equipment cable box to the main office. We had a credit balance or refund of $195.14. They said I had to wait 3 cycles in billing before I would get my refund would not tell me why. Sept I was suppose to get my $195.14 as of this date going on 8 months I have not received what they owe me. They even want to charge for the bill they send $5. I would appreciate my $195.14 immediately. When you call but its always is in another department, out of their hands, etc. excuses all the time. I would not recommend them at all.Business response
01/31/2023
Good afternoon,
After researching this account. The refund in the amount of $195.14 was processed on 1/28/23 and will go out in the check run on Friday 2/3/23.
Thank you.
Initial Complaint
01/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cameron Communications (now Fastwyre Broadband) has some highly irregular billing practices or charges for their services. Last summer we asked them to take us off of their premium TV package and it took 4 months to resolve issues with my bill. Our bill for basic TV, what is supposed to be high speed internet and phone was $142/ month once they finally did resolve the issue with our bill. Last month I called them to see what I could do to lower our services and cost and now this month our new bill jumped from $142 to $331/ month. When I spoke to a representative they said someone changed our programming to their Extreme package last month which I never did. Even at $142/ month for 12 basic TV channels, internet with advertised speeds of 100 Mbps and a phone service we don't need or use, this is high.Business response
02/02/2023
The phone is regulated so customer has to have a phone to get services.
The billing is incorrect. We are fixing issue and will contact Mr. ******* with the corrections.
Initial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We discontinued service with Cameron Communications (now known as Fastwyre) August 12, 2022. At the time of the cancelation, I was told that we would receive a refund of $137.96. After a month and not receiving the expected refund, I phoned their office and was told it would take three months to receive the refund. It has been four months and we still have not received our refund. Not only that but each month we receive a statement from them stating that we have a "credit balance" and each time they send a statement they charge a fee of $5.00 which is deducted from our refund balance. We feel that we have waited long enough, we would like our refund of the total amount of $137.96. I see where you request uploading supporting documents. I am technology challenged and don't know how to do that but do have the statements sent each month.Business response
12/21/2022
After reviewing the customers account correction were made to remove the additional $5.00 paper bill fees and a check request was submitted to sent out in the amount of $137.96. This check will be mailed out by 12/30/22.Customer response
12/22/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
15 total complaints in the last 3 years.
7 complaints closed in the last 12 months.