Complaints

This profile includes complaints for Total Highspeed, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Total Highspeed, LLC

  1091 W Kathryn St Nixa, MO 65714-7435

• 

  Total Highspeed, LLC

  14567 W Pine Hill Ln Billings, MO 65610-9342

• 

  Total Highspeed, LLC

  PO Box 1048 Nixa, MO 65714-1048

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:10/29/2025

  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.

  Am a customer for ********************** high-speed internet have a tower in my yard for them internet has been down there's supposed to have a 24-hour turnaround for Tower hosts they are not honoring that just wanting me to wait a week and being extremely rude to me on the phone trying to Gaslight me and manipulate me and to accepting waiting a week instead of getting what we're owed. I talked to ***** the supervisor and she was extremely rude I told her we have no internet and she said yeah if you had no internet then we could come out and fix the tower but I understand you might not be able to use it some of the time. I explained to ***** that it's all the time but she kept repeating the some of the time in a smart Alec way. And she said I might be able to possibly help you instead of the promise that we're trying to make it seem like she's helping me when she's trying to find an excuse to not help me.

  Business Response

  Date: 10/30/2025

  10/30/25 -  
  The customers listed on our account #***** are **** and ***** ******.   
  *We received a call from **** ****** on Sunday 10/26/25.  **** is their son who is not listed on the account.  **** was complaining of slow speeds and did some speed tests with our after-hours support team.  The after-hours team sent a follow up ticket for our in-house techs to look at.  On Tuesday, 10/28/25, we placed a call to the phone numbers listed on the account (presumably **** or *****) and left a voicemail to follow up on the ticket to see if the problem was persistent.  We never received a response and closed out the ticket.   
  *On the evening of 10/28/25, **** again called our after-hours support team to complain of slow speeds, but this time left his phone number, not his parents number that we had on file.  On the morning of 10/29/25, our in-house team called **** and he asked them to call back at noon.  Our team called back at noon and **** refused to troubleshoot the situation with our technical support team and was demanding a service call.  He was sent to our customer service team to schedule the service call.  Attached is the transcript from his call with our customer service team, first he spoke with ******* and then later Janelles manager, *****.  The entire time that **** was on the phone with our team, he was rude and uncooperative.  ***** attempted to schedule him with our first available opening (Monday 11/3) and told him she would make some calls to try to get that moved up but could not guarantee that we would be able to.   
  *While **** was on the phone with *****, he also began commenting on our ******** page and sending messages to us via ******** messenger.  I (***** **********, CEO) was corresponding with him via ******** at the same time.  He was telling me that ***** was rude and was gaslighting him, which was absolutely false.  I was listening in real-time to Sarahs conversation with **** the entire time and ***** was nothing but professional and kind, even despite **** behaving rudely to her.  After ***** was able to hang up with ****, we were able to call one of our special project team members to see if they could complete the service call sooner than Monday.  They were able to get to his service call first thing the next morning, 10/30/25.  I responded to ***** ******** message and let him know of the new scheduled service call time, but he never responded. 
  *While on site for the service call today (10/30/25), **** continued to behave rudely to our onsite staff, but the service call was completed and service was improved after the radio was switched out.  As of the time of this response (1:45pm on 10/30/25), we have not heard from **** again and assume he is satisfied with the service. 
  I can say with absolute confidence that I am proud of the way my team handled a difficult customer and there is zero bearing to Nicks complaints about ***** Gaslighting and manipulating him. 

• Initial Complaint

  Date:05/28/2025

  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.

  There are several issues that I am having with them:1. I wasn&#**;t told that my rate would be a $30/month increase for the first year and the bill will go up after this,2. they signed me up for auto pay without my authorization, 3. they said there was a $99 installation fee and $2.99 credit card processing fee, 4. they have added an $8.99 network cost recovery fee The date of the charge in the amount of $101.97 and the *** said she was charging me $99.00. They have automatically charged me for June and it was not due until June 1st and it&#**;s been taken off my credit card. This is a sketchy company and their customer service manager had no resolution for me. I would like my service to continue at the rate quoted to me at $75.00 a month.

  Business Response

  Date: 05/28/2025

  Total Highspeed covers all fees and payment in section 6 of our User Agreement that was signed by the customer prior to install on May *******. This covers any promotions, paper bill fee, auto pay, and service call fees.  
  The installation fee was $99 but with the 3% processing fee,it came out to $101.97. I listened to the initial call recording from May 13. The customer and our Sales *** discussed the options for payment and the customer chose to use her card with a 3% processing fee as she doesnt give out her banking information. We did mistakenly leave the account on autopay, but that has been removed along with the payment information. The bill cycles on the 22nd monthly, which is the day after it was installed. This is standard as we are a prepaid service. 
  

• Initial Complaint

  Date:05/12/2025

  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.

  Biling started at 95 a month for wired internet. There was an undisclosed promo that did not reveal the standard pricing after reaching a certain year. We got to year 3 and it continued to increase even though their prices did not increase for new customers. ***** **** told me 5/10/2024 per email that I entered standard pricing starting 5/2024. Come 5/2025 it increased again with ***** **** messaging me that it was now a 3 year promo instead of the 2 year I was promised the year before. Just seems like a gimic to keep increasing prices on existing customers.

  Business Response

  Date: 05/13/2025

  May 13, 2025 
  Response to Complaint ID ******** for ***** Coonis 
  
  Customer purchased a fiber ******************** package with speeds of 300Mbps x 300Mbps in May 2022.  This package is priced at $105/month, but we offer promotional pricing discounts for the first 3 years.  Year 1 is a $30 discount, Year 2 is a $20 discount, Year 3 is a $10 discount, and then its full standard pricing in Year 4 and beyond.  Customer paid $75 per month from May 2022 May 2023, then $85 per month May 2023 May 2024, then $95 per month May 2024 May 2025 and is now at the standard pricing of $105 per month beginning in May 2025. 
  
  If there was a miscommunication with the customer in May 2024 about the timing of the discount, I certainly apologize for that, but the customer has now reached the max pricing tier, unless the company does an across-the-board rate increase in the future.  Of which, there are no current plans to do so at this time.  

  Customer Answer

  Date: 05/15/2025

  Complaint: 23317800
  
  I have reviewed the business' response and am rejecting it because: I have reviewed all documents in my account from the start of my contract with Total Highspeed and would like to be directed to where this promotion was either advertised or put into a contract that was signed by ***** ******
  
  
  
  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.

  Since *** 2024, we have had little to no internet service. I have called company at least seven times in the last two months to complain and each time I am told they will look into it and get back with me. I have had 2 service techs come out to look at issue. First one moved satellite from side of my house to the roof (putting holes in my roof). Problem not fixed. Second tech replaced parts in satellite and then said it was an issue with the tower satellite. Problem not fixed and not able to use internet at all. Told company we relied on internet for business and that we were paying for streaming services we could not use and an internet service we were not receiving. They said they would review credit and look into problem and get back to us. Every time I called, techs or customer service would say they would look into it and get back with us. Only received one call stating they were giving us 2 months of credit. Call made today, I was informed that there was probably not much they could do; meaning we may have to get service elsewhere. Told them, I have paid for *** and June and had no service and I would like a refund since I was going to have to find a new provider. They told me they could not do that and it would have to go to manager level but I was given a credit for July and August. I have to find another provider this month, which means I will not pay for July and August regardless. I will however, have to pay to set up service with a new provider. I should receive a refund for the months of *** and June since I paid for a service that they did not provide and still cannot provide. **************** regarding this issue has been very disappointing. Each department directs me to the other department and no one returns my calls about the status. The company needs to refund my payments for the month of *** and June for failure to provide service. If we had failed to pay our monthly fee, they would cut off our service immediately. Can you please help?

  Business Response

  Date: 07/15/2024

  The customer spoke with our customer service manager on 7/10 (after submitting this complaint) and was refunded 3 months of her payments.  There are times that we just can't get good wireless signal for a customer, no matter how much we try, and this was one of those times.  The customer was refunded and we have not had any further correspondence since then.  Thank you.

• Initial Complaint

  Date:11/21/2023

  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.

  Several months ago we had locator flags show up in our yard. No idea why. I mowed around them for several weeks. Eventually myself and our neighbors removed the flags. Then the flags showed up again and we finally saw contractor's working on some type of buried cable around the neighborhood. Eventually they make their way to our yard. Twice actually because they had to come out and fix something a previous contractor had messed up. When it was all said and done I had a large green box in my yard. I finally caught one of the contractors who informed me it was Total Highspeed. My problem is that this is a service I will never use and now I have a hideous box and a yard that is tore up. There was ZERO communication from Total Highspeed. It is extremely unprofessional and completely disrespectful to come tear up my yard and place an object in it with the intention of making a profit at my expense and never send a letter or place a flyer in my door letting me know what is happening in my yard. My neighbors are upset as well. None of them were contacted and none of us will use their service. I would like Total Highspeed to come back out and bury a box in the ground if it has to be in my yard.

  Business Response

  Date: 12/01/2023

  We are installing federally funded fiber optic internet in the *********** area.  We have all necessary permits and right-of-way permissions for the area.  This correspondence is the first contact we have had with this customer, otherwise we would not have known he was unhappy.  We have reached out to the customer directly to address his concerns and will discuss relocating or re-designing the location of the pedestal after that conversation and determining his desires.  We have also corrected the clean-up issues that he was referring to.  Construction is still under way and we had not come through with the clean up crews yet, but we made his yard a priority after we received this complaint.  Thank you.

• Initial Complaint

  Date:10/02/2023

  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.

  Started to dig up yard 9/28/23 still left machinery in yard as of today 10/2/23. I want to know when this company is repairing my yard. *** * ***** ** **** ** *****. No notice was provided about digging up our yard. We are not customers of this company and did not request they dig up our yard. Our gas line was dug into during this company's fiber install. The roots of one of our trees are damaged. Our yard is ruined with huge dirt patches. I want my yard fixed. Not with seed that we hope will grow, they need to fix my yard with sod putting it back to like condition before they damaged it. I am reporting this company to the Better Business Bureau. This is my 2nd attempt to get restitution for the damage. I have photos of the damage.

  Business Response

  Date: 10/05/2023

  We are installing fiber mainline along ***** **** in Nixa.  We are placing the line within the allowed utilities Right-of-Way and have obtained all necessary permits.  We have spoken with this customer, after her complaint was sent, and assured her that we will make sure her yard is restored as quickly as possible after the construction is complete.  Her gas line was nicked during the placement of the fiber line, which some***es happens when placing underground utilities, and we have paid for all necessary repairs to the gas line.  Thank you.

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have not spoken with anyone except a customer service representative when I called the company initially. They may have spoken to my mother in law in person, *******, but not me. They don't have her phone number. She is not an owner of this residence. I was told they would call me but they did not. About 1/3 of my yard is covered in hay now. I do not see that as restoring my yard to the condition it was in before they dug it up. I would like sod put in place to fill in the bald patches. Hay and seed before the Winter will leave my yard a muddy mess with huge bald patches come Spring. This is an unsatisfactory attempt at restoring my yard to the condition it was in prior to their digging.
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 10/16/2023

  I have spoken with *** at Total Highspeed Internet Solutions. As of today, 10/16/2023, grass is growing where they dug in my yard. The grass appears to be growing fast enough to cover the naked patches before the snow and rain start in earnest. My greatest concerns should be addressed by the ground cover. I will follow-up with *** if I have additional concerns. Thank you everyone who helped.

• Initial Complaint

  Date:05/18/2023

  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 have been a total high speed customer since I moved to my property in 2017. Since then, the internet service has never worked appropriately. The speeds are significantly lower than what is advertised, and the company has turned off all means of communication with their leadership. It drops multiple times throughout the workday, and customers are not appropriately compensated for their outages. Today, when it went out again, it was blamed on a bad router. A bad router that we have been told has been replaced 3 times. This is unacceptable and customers should be reimbursed appropriately.

  Business Response

  Date: 05/23/2023

  This customer did experience a service outage on May 18, due to a mower hitting one of our cables.  Service was restored within two hours and the customer was credited on her bill for the downtime.  Customer sent us a social media message, to which we responded, and also called and spoke with our team that same day, so I'm not sure why she says we "turn off all means of communications during outages."  We did have a core network outage last October that took down our entire system, including phone lines, but customers were still able to email and communicate via social media.  Customer has radio frequency internet service, which can be unreliable during poor weather (ice/snow/storms), but we are always quick to restore service and appropriately credit the customers account. 

• Initial Complaint

  Date:05/09/2023

  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.

  They canceled my service and refuse to turn it back on. Due to financial issues during covid and other medical issues my account got behind. I had been making payments. It got shut off again and I was told they would only accept credit card payments. Went to make a payment and they refused to take it and said I can no longer get service. For one of the only internet. Companies in my rural area to refuse service during these times is terrible. They increase prices and then refuse services after telling me I can pay in a specific way.

  Business Response

  Date: 05/11/2023

  Since 2019, this customer has been disconnected for lack of payment 9 different times.  Customer would wrack up huge balances of over $1,000 and then pay the full balance with a check that would then be returned for insufficient funds.  We have had dozens of payments from this customer that failed due to insufficient funds.  At the time of this last disconnect, the customer owed us over $800.  We will not be reconnecting this customer due to her inability to pay for the service.