Complaints

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

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  Open Broadband

  52 Ervin St Belmont, NC 28012

• 

  Open Broadband

  PO Box 723 Waxhaw, NC 28173-1003

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:08/22/2025

  Type:Customer Service 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 **************** went down on August 14, 2025 at which time we reset the router box at our home as we are always told to do. When it failed to come up, we called in to the customer service number for our Internet provider to begin a trouble ticket. On August 18, an email went out to customers that there were issues with equipment on the tower and it would be fixed as soon as possible. I received an email on August 19 that we were scheduled for repair on August 20. As of today, August 22, we have had no repair, still do not have service, and have had no further communication. I contacted the area supervisor, ***** *****, who was very rude, alluded to the fact that it was several days after the tower was down before he knew about it, and when I stressed the importance of our need for Internet due to the two businesses I run from my home and the fact that the company refuses to give credit for extended outages, he said he has nothing to do with the credits and that if I didn't like their service, he could disconnect us. He is VERY unprofessional and has not responded to calls or text messages since that call from myself or my husband. We have called both customer service lines daily and talked with Ms. ***** ********, who is very kind and helpful (although they are not giving her any updates either) in taking our information and have left messages/voicemails asking for updates and information, we have been in contact with a week-end on-call technician, ******, who has limited information but is willing to share what he knows. I will have to get hotspot Internet through my phone service so that I can work, with NO hope of getting a credit from my **************** for an outage that has lasted at least a third of a month, for which they will demand my payment or cut my service off, and refuse to credit my account for the outage so that I can pay the extra fees for the hotspot. Plus, they offer no management above the area supervisor who can help resolve this issue.

  Business Response

  Date: 08/25/2025

  We sincerely apologize for the extended service interruption and the frustrating experience this customer encountered during the outage period. We understand the significant impact that loss of internet connectivity has on home-based businesses and take these concerns seriously.
  Service Outage Details
  Our network experienced two separate technical issues between August *****, 2025. The first involved a complex network routing configuration that required specialized engineering analysis to diagnose and resolve. The second was a software failure within our service delivery platform. Both issues have been successfully resolved and service has been restored to all affected customers.
  We want to clarify that these particular failures were software and configuration-related issues that could not have been prevented or expedited through backup hardware equipment. Our technical team worked diligently to identify and resolve these complex problems as quickly as possible.
  
  

  Customer Answer

  Date: 08/25/2025

   
  I am rejecting this response because:
  As of 1:30pm August 25, 2025 we still do not have internet. We called Ms. ***** ******** at the customer service center and she said it was still down. She was told in their 9am meeting today that they were still working on it. Whoever is responding to this complaint is either lying, misinformed, or uninformed and isn't keeping up with what is going on in the company. ******, the technician who has been very good at sharing what he knows, said the **** is still down. This seems to have been the majority of problem. The fact of issuing a credit was not addressed in the response, and I had to purchase Hotspot on my cell phone to be able to work. It appears that Open Broadband isn't making this a priority because they have lost half the customers on this tower and are only providing service (when it's operational) to 6 customers. It isn't our fault that they failed to keep their end of the contract with our county and therefore didn't have the resources to provide the service they promised. It's as though they want leave the service down to force the remaining 6 to find another service (as the others have done) instead of giving us what we're paying for and what they promised. 

  Business Response

  Date: 08/26/2025

  Based on your response we will implement option 2, we will provide a refund and cancel your service.  Best of luck with your next internet provider.

  Customer Answer

  Date: 08/26/2025

   
  I am rejecting this response because:
  May I ask what option one was? Option "two" as stated in the last response of refunding and canceling service was never discussed in my desired settlement. Does Open Broadband not intend to return service to the six homes remaining on the *****************? I simply asked for good communication about the expected return of service and a CREDIT for the days of the extended outage since I had to purchase a hotspot in order to be able to work, which I expressed each time I called in to get an update. I did not request cancelation and do not expect my service to be canceled. I expect my service to be restored once the tower is back up and to receive a credit for the days it was down. Be advised that your records should reflect this. 

  Business Response

  Date: 08/27/2025

  ******* ****** received a full refund for August.  She is no longer a customer of **********************.  The service was terminated and removed from the network so she could find another internet provider. 

  Customer Answer

  Date: 08/28/2025

   
  I am rejecting this response because:
  I did not request cancelation of service nor do I desire cancelation or a full refund. I simply requested a credit for the days the service was down so I could pay for a hotspot through my cell service until the internet service was restored. 

  I am a long-time customer who has paid every bill on time. I would like an explanation as to why my service was canceled, and when I can expect it to be restarted. 

  Customer Answer

  Date: 09/02/2025

   
  

  Sent 8/28/2025 9:52:58 PM

   
  I am rejecting this response because:
  

  I did not request cancelation of service nor do I desire cancelation or a full refund. I simply requested a credit for the days the service was down so I could pay for a hotspot through my cell service until the internet service was restored. 

  I am a long-time customer who has paid every bill on time. I would like an explanation as to why my service was canceled, and when I can expect it to be restarted. 

  
  

  Business Response

  Date: 09/03/2025

  This is no longer a customer. We refunded the last payment in full, stopped billing, and stopped service.

  The person wanted things not available in our Product Terms of Service.
  It seems they are rejecting our Terms of Service, and we are under no obligation to grant an exception.

  They can go with another **************** Provider that has Terms of Service they like - it's a free country and they can use another provider.

  The case is closed and we will not respond further. Refunding the payment and stopping the service subscription is the satisfaction of our obligations.

  Customer Answer

  Date: 09/03/2025

   
  I am rejecting this response because:
  We have been a customer since 2021 and have met all terms of service. It wasn't until I filed a complaint with the Better Business Bureau and the *** that all of a sudden we weren't compliant. We could get no communication as to an estimate of when the service would be restored with the outage on August 14, 2025, and the area supervisor was very rude and made it known that he didn't care about our outage by stating that if we didn't like our service, he could disconnect it, which is obviously what his intention was. I would like an explanation of what things in the Product Terms of Service I was asking for that were not available and what Terms of Service I was rejecting. 

• Initial Complaint

  Date:04/18/2025

  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.

  They billed for service that was never provided. Probably 4 months ago

  Business Response

  Date: 04/18/2025

  This was a customer of Consolidated ********************** ************* of Florida who ceased operations on January 4, 2025 with zero cash on hand and no funds available for refunds.

  Open Broadband, LLC of ************** offered the resident a 5G router with unlimited usage and she declined the service.

• Initial Complaint

  Date:09/19/2024

  Type:Product 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 are a small nonprofit organization that has paid for internet services for $184.95 monthly, despite not receiving service, no return phone calls, no explanation of why, and issues regarding their inability to repair service on our tower.

  Business Response

  Date: 09/29/2024

  We had two towers struck by lightning at our ***********, ******* location.  I traveled to ******* personally and was involved with the tower climb to replace the damaged material.  Our technicians notified all customers by email about what was going on and our resolution.  We gave all of the customers a credit for being down for 7 days. Please see the attached credit and internet usage at the time of this complaint.  We also have closed tickets of all correspondence between our Florida technicians and ***** ***** if needed.  Last week 9/23/24 through 9/27/24 our CTO and VP of Operations were in ******* conducting a tower climb to upgrade equipment at four of our existing towers in ******************* area before Hurricane ****** ******.   

• Initial Complaint

  Date:05/16/2024

  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 paid ****** to Open Broadband LLC. They took the money from my husband's account without authorization. They have refused to refund the money. They could not establish an internet connection. I have had their service for years with problems the entire time. This time they sent a technician to try and fix the issue with no positive outcome. They charged me for an installation that I already paid years ago. Then charged me for a month of service for internet that wasn't even working. They paused payments years ago because of the issue. The *** of the company is the one who paused payments for service and said he wouldn't charge until the issues have been worked out. It has been around 4 years and the issues haven't resolved. Now the company is threatening a lawsuit in small claims court or sending the issue to a collection agency. as I said before the *** paused the payments and never chose to start the payments back. The company has many issues with many customers but they refuse to fix all of their issues. They still want people to pay for services that the customers are not getting.

  Business Response

  Date: 05/17/2024

  This resident began internet service in October 2019. In
  January 2020 the resident reported troubles and said the service was unreliable.
  At the point escalation was made to the company CEO who told the billing
  department to temporarily halt billing while the operations team resolved the
  issue for the customer. The issue was resolved but the companys field operations
  manager did not inform the billing department to reactivate billing.
  
  
  According to company billing records the resident made no
  payments for the remainder of 2020, nor for all of 2021, all of 2022, all of
  2023, and the first four months of 2024. The resident knew they were using the
  service, and knew they were not paying.
  
  
  In May 2024 the resident opened a trouble ticket with an
  issue with their service. This flagged the billing department to recognize the
  resident was not paying. After field operations resolved this trouble ticket
  the resident was assessed a reconnection fee and one month of service totaling
  $199.  The Technician was provided authorization by phone to go ahead and charge the card on file.
  
  
  The billing department calculated the unpaid service months
  from early 2020 to date and the resident owes approximately $2400 for service
  rendered, but not paid for.  North
  ******** has a statute of limitations for three years, and the company has
  offered to reach a mutually agreeable outcome with the resident. The billing
  department has not received a response to their email, only this BBB complaint.
  Our billing department is open and ready to reach a resolution with the
  resident.

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because the internet service has not been reliable since the beginning of service. Very early on, the bills have been paid in full and on time.  I have had to call, email, and use social media to contact Open Broadband about the service going out, being slow, or having none at all from October 2019 to early May 2024. 

  The CEO let me know that I would not be charged until service was more stable and he paused the payments beginning February 2020. The internet has never been stable or reliable and so this problem NEVER WAS RESOLVED!  

  I was not informed about having to pay any past due bills from  October 2019 to early May 2024.  I received no bills, notifications,  phone calls  regarding this issue.

   Early May 2024, I experienced an issue. Technician came and was not able to establish an internet connection. **************** and the technician said that we needed to have a credit card on file to come to the property. Later that evening, I informed the technician via text that a valid card was on file. About 2 hours, I found out  my husband's card was charged. No one has informed me or my husband about these charges and the internet is still not working so the card should not have been charged for the service AND it should not have been charged for an installation fee since it was already installed in October 2019. Open Broadband charged my husband's card $199.99 without his consent.

  After knowing this info, I called Open broadband the next day to disconnect service and to come get equipment.

  A few days later, ************* informed me that I need to pay $2400.00 plus fees. In addition, she said in an email about taking me to small claims court/debt collection agency. 

  In conclusion, I should not be held liable for the company's errors. As per the company policy, service should have been disconnected after 32 days on non payment. 

  Thank you for your consideration and attention to this matter!

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

  
  

  Business Response

  Date: 05/20/2024

  I reject her rejection

  If our service never worked then why isn't this customer with a different internet provider. It's because she was getting the service for free and the change of hands of management caused her to never be put back into billing.  She has had our service since 2019, called in a trouble ticket recently because of a power outage that caused that entire area's service to be down for a few hours, which is totally out of our control. The billing department charged her a total of $199.99 in order for a technician to go out and service her home instead of $2399.52.  $150 was for the reconnection fee and placed back in billing and $49.99 for the month of internet service.  *********** worked until recently due to an outage.  We cannot send a technician out without a customer being current on billing. She owes us for 4 years of service regardless if the Manager at that time *************** forgot to put this customer back in billing.