Complaints
This profile includes complaints for RiverStreet Networks's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/24/2022
Type: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 recently submitted a complaint about riverstreet internet in ******** **. The service is terrible and worse customer service. Riverstreet sent a response back saying that my internet service was so bad because it is on copper wires. Ok so that’s fine but how can they charge customers extra money for high speed internet when they know their equipment isn’t able to provide what they are charging us for. It should be illegal to charge people for a service they know they can’t provide. They said so theirselves in their last response. We should be charged for the slowest internet ever and reimbursed for the high speed charges we never received and they new they couldnt provide from the beginning. Their are so many complaints about this company from all over and all they can say is we are looking at it with our team, it’s the equipment that’s the problem or fiber optic is coming in 2023 which means I’ll probably get mine in 2053. It’s rediculous and should be against the law to charge for services that you know you can’t provide your customers. They just know we have no other providers in our area so we have no other options for internet so they could careless. I our internet speeds are around 5 mbps download and .4 mbps upload. This is nowhere even close to the high speed we are being charged for and nothing is being done. If you can’t provide a service don’t say you can and steal peoples money like you are doing. And yes it is stealing!Customer Answer
Date: 01/05/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 01/11/2023
January 10, 2023
Re: Complaint ID ********
To Whom It May Concern:Thank you for the opportunity to review this additional submission regarding RiverStreet Networks.
We want to assure Mr. ***** that we never intended to imply that he was receiving poor service from us. We simply stated that internet services on copper do pose some limitations to the amount of data a customer is able to access at one time. We apologize if there was any misunderstanding on this matter. The service in reference has been on the same plan with no rate increase since December 2017. The only change in regard to this account has been a recovery fee which was added in August 2021. This recovery fee was organization-wide to all subscribers in order to offset increasing regulatory expenses.
Upon reviewing Mr. *****’s account for a second time, we would like to note that there have still been no trouble tickets called in on the account regarding issues with internet service. Should someone from the household call in during a service issue our support team will help troubleshoot the service. Some things that potentially impact speeds are household demand, the age of the router, and/or potential wear on connections. Any credit toward service-related issues is based on trouble ticket history.
If Mr. ***** is experiencing regular service issues, we encourage him to report these issues to our office directly.
Should you need any further information, please do not hesitate to contact us.
Best regards,
Amanda *****
Vice President of Sales and Marketing
RiverStreet Networks
844-238-0131Initial Complaint
Date:12/03/2022
Type: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 with river street internet since they bought out Ellerbe telephone company. Before they bought it things were much, much better. Since they took over they have increased our bill and all aspects of the company have gotten worse. They charge more, the internet is much slower even though we are paying for high speed internet, there response to problems with our service is awful and their customer service is even worse. They got rid by firing or laying off all the workers they had when they bought the company and now they just take our money and could care less about what we are dealing with. I wouldn’t be with riverstreet if it wasn’t for no other providers being in our area right now. Like right now we can’t watch tv or get online due to the internet being down or so slow nothing works. Streaming is barely an option when it’s working at its best. I just wish they would not charge us for high speed internet when they know they can’t provide it. Also I don’t understand how everything was much better before they took over and now when something goes wrong we are just out of luck until they feel like addressing the problem. I also see that I’m not the only one with complaints about river street in the area that we live. I hope someone will see this and be able to help my family and every one else out that is getting ripped off by this greedy, selfish company.Business Response
Date: 12/08/2022
Re: Complaint ID ********
To Whom It May Concern:
Thank you for the opportunity to review Mr. **** ******* submission regarding service provided by RiverStreet Networks.
Service in this area is provided over a copper network. Therefore, this network is limited by its age, the distance information is traveling, and sheer demand. Internet services on copper do pose some limitations to the amount of data a customer is able to access at one time.
Since acquiring this network, RiverStreet has actively been seeking opportunities to bring our Ellerbe customers the best technology available. We have secured funding to upgrade the network to fiber technology. The fiber build is scheduled to start in 2023 and will offer customers speeds up to 1Gig.
Upon reviewing Mr. *****’s account, it appears that the last trouble ticket regarding issues with internet speed was reported back in 2020. This ticket was started on 7/7/2020 and resolved on 7/9/2020. Since that report in July of 2020, there have been no other service trouble tickets called into the office. After reviewing staff activity logs on this account, comments recorded by staff indicate recent interactions have all been related to billing for payments.
If Mr. ***** is experiencing regular service issues, we encourage him to report these issues to our office. While we do have the ability to monitor networks as a whole, if individual users are encountering connection issues, those would need to be reported so staff can investigate and resolve causes.
Should you need any further information, please do not hesitate to contact us.
Best regards,
Amanda *****
Vice President of Sales and Marketing
RiverStreet Networks
844-238-0131
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