Complaints

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

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  Higher-Speed Internet

  2304 US Rte 66 West Moriarty, NM 87035

  
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  Higher-Speed Internet

  PO Box 220 Edgewood, NM 87015-0220

  

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:12/10/2024

  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.

  On 11-30-23 I informed Higher Speed Internet that our family member who had their service had passed away and we needed to cancel the service. I was asked to disconnect all equipment and return it, but I informed them that I wasn't aware of what equipment is where since it's not mine, but I could disconnect what I knew about (inside the house) and place it somewhere accessible and can allow access to the house for them to come get whatever I miss.
  On 5-31-24 I reached out and mentioned nobody ever came to get the equipment and I noticed it was still there. I discussed with George, over the phone, that I was wondering if we could utilize the equipment for internet for a short time since it was still present. I was signed up soon after and told I can use the equipment.
  On 11-19-24 I reached out saying we were done with the service. Nobody else will be utilizing it. I was then told I need to pay $155 to have them come get the equipment off the roof or climb up there to get it myself and return it. I told them because I inharited the equipment and didn't install it myself, I don't have any knowledge about what all there is, where it is, or how to remove it safely. The lady on the phone demanded I choose between paying them or doing it myself and said I agreed to disconnect and return the equipment when I signed up. Sure enough they included fine text on one of the sign up forms saying this. That same fine text says it was explained verbally which it was NEVER discussed. Again, how can I return equipment I didn't install or have knowledge of? Higher Speed Internet needs to come get the equipment that was originally abandoned and I will provide access. I can safely return all equipment, that I know about, from inside the house.

  Business Response

  Date: 12/31/2024

  here is our response

  
  

  We were sorry to hear of the passing of your mother. My personal interactions with your mother, though brief, were pleasant.

   

  The reason we did not retrieve the equipment after her passing was that she signed an agreement to return the equipment, and by your own self admission you would return what you knew the equipment was, that should have been returned. Clear concise instructions were explained to you about all the equipment that was to be returned. Methods and procedures of how to obtain equipment is solely your responsibility. Recorded telephone conversations prove our response. Now fast forward to May. You clearly had not returned said equipment and requested internet at your mothers home, which due to the circumstances (your moms passing and your desire to finalize your mothers estate) we reactivated the account so that you had a form of communications in this difficult time.  The axiom of “no good deed goes unpunished” clearly is at play here.

   

  Our policy is to retrieve the equipment only when a client pays for our time to retrieve. The agreement you acknowledged clearly explains that for our $50 account activation promotion, client shall return all equipment deployed at their location that provides Internet back to Higher Speed Internet should they chose to terminate service. The list of all equipment required to be returned was forwarded to you.

   

  Email chain of this incident is available for all to see, if you so chose.

  Customer Answer

  Date: 12/31/2024

  Complaint: REMOVED
  
  
  
  I am rejecting this response because:
  
  Again, it was never explained to me that equipment would become my responsibility as your form indicates. If you have a recording of me acknowledging I'd be climbing onto a rooftop to disassemble equipment for you all, then please attach it here and I'll drop this. Any mention of equipment prior, I assumed at the time to be equipment I could reasonably reach. Listing parts for me to disassemble and remove is not the same as making it clear what needs done. This is no different than a mechanic expecting me to disassemble an engine I didn't build to obtain parts for him based off text on an email or piece of paper. Again, because I didn't install it, I don't have any idea what you need! Clearly the agreement for signing up is a standard form for people who assembled equipment when signing up, then can simply reverse the process when discontinuing service which does not apply to me. The only equipment I am aware of I offered to drop off directly to you and again, I'm offering access so you can get whatever else I am unaware of. This is not my property, and I've never been on the roof let alone know what equipment belongs to whom or how to disassemble it safely. You also clearly waited to respond to this until I'm ready to cancel so we have less time to discuss before you all force a fee on me. All I am asking is for a reasonable compromise. I return equipment from inside, you get whatever is on the outside.
  
  
  
  REMOVED
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]