Reviews

Review Details

• Review fromDave C

  Date: 03/27/2024

  1 star
  “Going on day 4 with no internet. This company doesn’t care if you don’t have it. It’s a company that needs to be revamped. I wish we could get some help but they will send a email

• Review fromMichael C

  Date: 02/21/2024

  1 star
  They have a good internet service , but there field work and the people who connect you to the internet stinks. Call them on the phone and they will tell you they will write a ticket and pass it on. I have been trying to get them to replace the the temporary cable for about 6 months and no results, don’t expect them to do anything about it. I don’t recommend them because of this.

• Review fromkevin m

  Date: 01/31/2024

  1 star
  This company is a joke, l get charged almost 70.00 a month for basic cable channels which include 4 stations of Lawrence Welk, 2 stations of yoga all day, and tons of cartoon channels all day everyday

  Fastwyre Broadband

  Date: 02/12/2024

  Fastwyre Broadband is more than happy to complete a detailed review of the customer's account with them, during which we'll review their subscriptions and charges. We will reach out to them to initiate this discussion. 

• Review fromGerald O

  Date: 01/19/2024

  1 star
  Their business is pretty predatory, aside from the high costs for their rural services they have fought against other community members who wished to disconnect both their landline phone and internet services. After calling in to end services with Fastwyre they would be hit with large bills due to Fastwyre not actually disconnecting as requested by customers, while still charging for services. Resulting in bills in the $1000s. They fight tooth and nail for your money and accounts to stay active, adding on fees they do not disclose to their customers that are insanely high. Customer service is of little help, especially for Alaskans. Steer clear of this provider if you can.

  Fastwyre Broadband

  Date: 02/12/2024

  After reviewing this issue and the customer's account, Fastwyre Broadband verified that their account was disconnected on January 19, 2024. After allowing the account to complete its billing cycle on January 31, 2024, Fastwyre Broadband verified that there is a credit and will process and send a refund to the customer. 

• Review fromDavid B

  Date: 10/10/2023

  1 star
  Cable was installed on my property on 09/12/23. They left the cable lying on top of the ground and across my patio. Very unprofessional people. Have called and complained four times. They say they have opened work orders twice and still have not corrected the problem.

  Fastwyre Broadband

  Date: 10/16/2023

  Dear BBB, 
  
  Fastwyre Broadband dispatched its installation vendor to the customer’s premises to investigate the issue. While on the premises, the vendor determined that original drop was pre-buried to the wrong location on the customer’s home. Subsequently, when the vendor completed the installation, a new cable was placed across the patio to the correct location.? Unfortunately, the vendor forgot to submit a request for the new facility to be buried. On October 13, 2023, the exposed facility was buried, and the vendor verified the customer is pleased with the completed work. 
  
  
  
  Fastwyre is hopeful these actions have resolved the customer's concern but remain available to answer questions or further discuss if needed.? 
  
  
  
  Thank you, 
  
  Stacy  
  
  
  
  Stacy H****** 
  *** ********** ******* * ******** ********* 
  ******* ************* 
  ***** ************* 
  ********************* 

• Review fromKara W

  Date: 10/09/2023

  1 star
  Have been trying to get the line for services to our new construction laid since July, now that we are needing the service (end of Sept/Oct) they are claiming there is a delay in install due to construction and getting said lines in. I called to schedule services 2 weeks prior to the needed install date, install was confirmed, I received a confirmation call 3 days before my install and was given zero information about why install did not happen until I contacted the company myself. They claim they contacted us (in the 3 days between my confirmation and no show??) to let us know about the delay yet could not provide any proof of trying to contact when asked. Husband and I both had zero missed calls, voicemails or emails from Fastwyre. I have worked for a major cable company in the past, I know the process, and the lack of response from Fastwyre makes me wonder how they are even still in business. Zero of our calls are being returned, nobody in their Customer Service department can give us any answers, managers are always conveniently busy when we call and as stated before don't return phone calls. Where we live they are the only internet (aside from satellite) option and I feel like they are just yanking us around because they know they have the upper hand. I'm not even an active customer yet but have zero hopes of this being a reputable service provider.

  Fastwyre Broadband

  Date: 10/16/2023

  Dear BBB, 
  
  Fastwyre Broadband dispatched its installation vendor to the customer’s premises to investigate the issue. While on the premises, the vendor determined that original drop was pre-buried to the wrong location on the customer’s home. Subsequently, when the vendor completed the installation, a new cable was placed across the patio to the correct location.? Unfortunately, the vendor forgot to submit a request for the new facility to be buried. On October 13, 2023, the exposed facility was buried, and the vendor verified the customer is pleased with the completed work. 
  
  
  
  Fastwyre is hopeful these actions have resolved the customer's concern but remain available to answer questions or further discuss if needed.? 
  
  
  
  Thank you, 
  
  Stacy  
  
  
  
  Stacy H****** 
  *** ********** ******* * ******** ********* 
  ******* ************* 
  ***** ************* 
  ********************* 

• Review fromPaul T

  Date: 07/31/2023

  1 star
  This company is as corrupt as they come. Their subcontractors for laying the fiber optic went right through my six year old sewer line. We have totally remodeled our house and that included sewer lines and water lines running out to the street. The company informed me they could repair it or I could get my own plumber, and they would reimburse me. Of course I got my own plumber to fix it because that's what plumbers do. After more than 140 days I have received nothing from Fastwyre but silence. At first they were very cordial as my wife was the one dealing with them, but once 110 days had elapsed I got on the phone. I proceeded to ask them, if I owed them money for more than 100 days how that would fly? Of course they responded by saying, "It wouldn't." I told them exactly, and they needed to get me MY money or I was contacting an attorney. I guess they thought I was bluffing as we live in a small town. However I'm not from a small town and I retired off of the Texas/Mexico border. I have my first appt. with my attorney Sep. 5th. For anyone to do business with this company you can plan on many problems as all the complaints against them attest to. Yes I have photos and everything else I need to present to the attorney.

  Fastwyre Broadband

  Date: 09/01/2023

  September 1, 2023
  
  
  
  Re: BBB Review #***** - *******
  
  
  
  Dear BBB,
  
  Fastwyre Broadband sincerely regrets that the customer was
  impacted by its contractor’s work and that the remediation of the issue was
  prolonged. This type of issue is not representative of our company and coaching
  has occurred to ensure this type of situation does not reoccur.
  
  
  
  With that said, Fastwyre Broadband has issued payment to the
  customer to remedy this issue. We are hopeful this action will resolve the
  customer's concern but remain available to answer questions or further discuss
  if needed. 
  
  
  
  Thank you,
  
  Stacy
  
  
  
  Stacy H******
  
  SVP Regulatory Affairs ? Fastwyre
  Broadband
  
  Office: *************
  
  Cell: *************
  
  *********************

• Review fromRichard D

  Date: 07/11/2023

  1 star
  I don’t even have the service yet and I am leaving a bad review. Shameful. I was scheduled to get it and they pushed the install date - fine. Stuff happens.
  But then they were 2 weeks out from the new install date and they came out and ran the cable from the box on the corner to my house - ON TOP OF THE GROUND!!!!! How am I supposed to mow?
  Then today they came and buried it, dug up my electric line that went to my shed from under my deck. I have to crawl under there and re-bury it now.
  They left the water hose unfurled after they used it. And get this, they left my gate wide open. If we wouldn’t have checked the gate situation we could have lost our dog.
  This is just plain horrible service.

  Fastwyre Broadband

  Date: 09/01/2023

  September 1, 2023
  
  
  
  Dear BBB,
  
  Fastwyre Broadband verified that the cable was buried on July 11, 2023. We believe this action will resolve the
  customer's concern but remain available to answer questions or further discuss
  if needed. 
  
  
  
  Thank you,
  
  Stacy
  
  
  
  Stacy H******
  
  SVP Regulatory Affairs ? Fastwyre
  Broadband
  
  Office: *************
  
  Cell: *************
  
  sh******@fastwyre.com

  Richard D

  Date: 09/06/2023

  Service was installed but they DID NOT come back and bury the electric line they dug up that powers my shed.

• Review fromAlex T

  Date: 06/10/2023

  1 star
  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. Completely incompetent.

  Fastwyre Broadband

  Date: 09/01/2023

  June 14, 2023
  
  
  
  Re: BBB Complaint #********
  
  
  
  Dear BBB,
  
  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,
  
  Stacy
  
  
  
  Stacy H******
  
  SVP
  Regulatory Affairs ? Fastwyre Broadband
  
  Office: *************
  
  Cell: *************
  
  *********************
  

• Review fromTed G

  Date: 05/30/2023

  1 star
  I'm in the Blackhawk neighborhood and I contacted them in January of 2023 before any installation work was done in our neighborhood. I provided pictures of my lot along with my detailed sprinkler system. I was told by one of their reps that if I did so, they would be able to find a better place for their green pillar that they put in my FRONT YARD!! A lot of Fastwyre people that I spoke with said that "yes" a different location could have been achieved. Everyone from a Fastwyre engineer to the guy playing with the wires in the box. When a Fastwyre rep from Blair stopped by the very day they put the box in my front yard, you should have seen the look on her face when she turned around on my porch to see the poor placement of the box. She ignored my complaint that I had submitted information so that Fastwyre and eX2 (their installation contractor) could alter their installation so that it wasn't placed in the corner of my front yard - completely obstructing one of my sprinkler heads. Who knows what other damage I have to my system. All the rep at Fastwyre did was send me their original installation images with an apology disregarding any previous attempts of working with them to relocate the box. I wish I could add a picture of this eyesore for all to see. They had plenty of time to correct this. Someone didn't follow through with my information or I was simply ignored. The fact is that they don't care, nor will they spend a few dollars to move the box to a more suitable location now that it's been installed. Is it simply that "if they do it for one, they will have to do it for others"? Every situation is unique. Maybe I need to go further up the chain of command? Will this help? Doubt it. BTW we were not notified by mail or by door hanger prior to any work being done in our neighborhood. See KETV ch7 2/7/23. Now with the addition of more companies installing fiber, there will be even more ugly boxes installed in my front yard, instead of a better location.