Complaints

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

close

Find a Location

GoNetspeed has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  GoNetspeed

  777 Canal View Blvd Ste 600 Rochester, NY 14623-2835

  
• 

  GoNetspeed

  75 Main St Phelps, NY 14532-1054

  

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:08/04/2025

  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.

  Set up a schedule payment for our internet service to not be shut off a week for before it was. No where on the apps states they don’t accept schedule payments when the app itself allows schedule payments. Customer service was no help and told us they didn’t accept a schedule payment for late payments. I told her well that’s false advertisement no where does that state that on the app. I made the schedule payment on July 17th and for the actually payment date for August 14th when I got paid. Most other companies allow schedule payments without termination of plan unless the schedule is not made. So either update the policy that shows that on the app or actually make a new policy.

  

  Business Response

  Date: 08/05/2025

  Mr. ***** has been an active customer since 7/2/2024  Bill Cycle Dates: 25th - 24th  Bill Due Date: 17th   If payments are not received on the 17th, a suspension notice is received with the next invoice on the 25th.  Attached is Mr. ******* 7.25 invoice. The suspension notice clearly states that the balance from the 6.25 invoice is past due, and to avoid interruption a payment was needed by 8.4.  Mr. *****, scheduled a payment for 8.17, 13 days after the final suspension date.  Mr. ******* due date is the 17th every month. The leniency in disconnection was from 7.17 - 8.4.  This is the 7th time Mr. ***** has been disconnected for non payment. As of right now, services will reconnect on 8.17 when the scheduled payment processes. If Mr. ***** wishes to reconnect his services sooner, he will need to make a manual payment and cancel his scheduled payment.   

• Initial Complaint

  Date:07/07/2025

  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.

  I had GoNet Speed come to my home in October of 2024 for internet service. They came to install it and every month thereafter I had issues with unreliable service or no service. I submitted multiple tickets regarding the service and had a tech came out to my home 4 times to fix the issue which was never revolved. I paid for months and either had spotty service or no service at all. Towards the end I decided to go to another provider. The issue is that GoNet speed put their box in the wrong spot and created unnecessary excessive damage to my new siding and did not want to fix the damage caused by them. When I spoke to a manager he agreed that the box was in fact put in the wrong place and he would see if he could get the company or their insurance to cover the damage. When I submitted a claim they had me wait weeks before saying that their website indicates that they had to drill a hole in my siding. Well, they not only drilled a hole they drilled 8 holes going up my siding instead of feeding the line down my home to only create 2 holes at the bottom for the box. This was also the reason their service would not work as it was installed incorrectly from the beginning . Not only did I not have reliable service for all the months I paid them but they also left me with unnecessary damage to my new siding which was caused by the Company. I would like for them to either fix the damage or compensate me monetarily for damage. I would also like to be refunded all the months of service I paid as I never received reliable consistent service.

  

  Business Response

  Date: 07/15/2025

  Attempts to reach former customer have been made, a voicemail and email have been left at the contact information on the account. The images of install have been reviewed and were found to be compliant with industry standards and covered by our residential terms of services. Waiting on customer response to resolution provided via email. 

  

  Business Response

  Date: 07/18/2025

  Good afternoon,We understand Ms. *******'s concern. The photo's provided were reviewed by our operations and legal teams are were found to be within industry standards. We've offered to return to fill the holes the small mounting screws left with colored caulking that matches the siding. Ms. ******* has refused this offer. There are no other offers for this complaint. Ms. ******* was under no contract and free to cancel services at any point. She experience 4 trouble tickets in November, her first trouble ticket was to repair our drop and NID after the siders damaged our equipment during her siding installation. Neither she or the siding company were billed for the damage and repair. For resolution for the trouble tickets she experienced in November she was granted a credit in the amount of $59.99. The next trouble ticket was in February, our team picked up ticket and
  found devices connecting to both bands. Speeds from ****** testing at 2G.
  called cx lvm, no response, ticket closed. The last ticket was in March, customer reports trouble is
  impacting work computer (over VPN connection).Called customer to see what
  we could do to get this service working for her. She does not want a tech to
  come back out as they have replaced all equipment multiple times. Advised issue with work
  computer VPN connection is most likely with the CG/NAT connection which we
  could temp set to DHCP to see if this clears the issue.Customer will reach out to
  her IT team at the start of work at 7 AM in the morning and ask them if CG/NAT
  could be causing issue.Customer will call
  NOC to request temp DHCP connection if her IT gives the go. No call back,
  ticket closed. No further credits are being offered. If Ms. ******* changes her mind and would like the holes filled with colored caulking I am happy to arrange that for her. ****************************

  Customer Answer

  Date: 07/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for your response.While I understand that your operations and legal teams have reviewed the photos and deemed the damage within industry standards, I respectfully disagree with that assessment. The level of physical damage to the siding was beyond what I authorized or reasonably expected. The number and size of the holes left behind, along with the general condition of the affected area, exceed what could be considered standard or minor.The offer to fill the holes with colored caulking was presented only after the damage had already occurred, and I declined because the extent of the damage warranted a more appropriate repair—not simply cosmetic patching. Colored caulking will not restore the integrity or appearance of the siding to its prior condition, and I do not consider this an acceptable resolution.Regarding the trouble tickets and past service issues, I acknowledge those events and the credit issued. However, these technical matters are separate from the physical property damage I reported.I am still seeking a resolution that includes proper repair or compensation for the damage caused beyond what I authorized. I appreciate your time and am willing to cooperate to reach a fair outcome.
  Regards,
  ****** *******

• Initial Complaint

  Date:05/30/2025

  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.

  Door to door sales force continuously knocking on door despite being asked to multiple (at least 5) times this calendar year. They do not display the required town permit for soliciting, and are not kind.

  

  Business Response

  Date: 06/02/2025

  Thank you for bringing this to our attention. We apologize for the inconvenience. You address has been marked as no solicitation. 

• Initial Complaint

  Date:05/26/2025

  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.

  GONET SPEED advertised more reliability as an internet/phone service provider. Yet today, we once again have no phone service. No info from the provider, who is advertising that the service in CT is functional, operational, no problems.
  There server is down. There is no phone service. An they are non responsive, despite the numerous emails I have sent.
  
  They need to be held accountable for these outages. They have not provided reliable service, and they are not putting accurate information on their website.

  

  Business Response

  Date: 05/28/2025

  Good afternoon,I've sent you an email to discuss. I've opened a trouble ticket on your behalf. We did experience an outage on memorial day which affected our phones, service was restored in less than 24 hours. 

• Initial Complaint

  Date:05/23/2025

  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.

  Salesman for internet came to girlfriend’s home while I was there. She wanted new internet but was busy cooking so I spoke with them. Told them it would be best for her to call when she has a moment to check her schedule to set up appointment but salesman was pushy and wanted to set one up which could be changed anyway. A few minutes after they left she was able to confirm a time they could come and were given her name, number and email to which the account would be under. The installer came a few days later and set up internet and left without her signing anything either. Now this company is billing me for a service I never asked for at a home I don’t live at for which I never signed anything for. I’ve spoken with company numerous times and they refuse to bill the correct person without me signing something acknowledging that this is somehow my service. Again I don’t live there, never agreed to any contract nor signed anything. The person whose service it actually is is fully willing to accept the service and billing but this company is absolutely refusing to do anything.

  

  Business Response

  Date: 05/27/2025

  We sincerely apologize for the inconveniences this has caused you and ******. This situation is being addressed with our representatives. I spoken with ****** and all account information has been updated. Your name and contact information has been wiped from the account. 

• Initial Complaint

  Date:04/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 signed up for GoNetSpeed on 2/20. I called after receiving my first bill on 3/10 as I was under the impression I signed up for 500MB for $54.99 with a $10/credit bringing my total to $44.99. My first bill was for 1GB for $69.99 and a pro-rated $36.66. I forwarded the email showing my confirmation for 500GB at $54.99. The rep I spoke to stated she would put in this request and I should receive a credit next month since they were downgrading my speed. She also said she would remove Whole Home Wi-Fi. She said I would receive a $10 credit for this removal and a pro-rated $6.67. Instead, today, I received a bill for $69.64. The Whole Home Wi-Fi credit of $16.67 is there, but I am being charged $39.99 for pro-rated 500MB. I already paid $36.66 for pro-rated 1GB on my first bill. I called and was told my credit was denied because the installer told me I was getting 1GB (not true) and that I had submitted two orders for installation (if this were true, why didn't the installer or a rep call me?). Regardless, this is not about the pro-ration, it is about my first full month of service, which was delivered at 500MB, not 1GB. Why would I not be entitled to a credit? For the entire month I received 500MB, but they can just "deny" the credit and charge me for 1GB? When I asked about being double-billed for the pro-rated period, I was told I will receive credit for my $36.66 payment (so I would still OWE $3.33 somehow) next month. So I am stuck, for the second month in a row, overpaying for services they did not provide. After the auto-draft this month they will owe me $39.99 for this duplicative 2/20-3/09 charge and a credit for the incorrect charge for 3/10-4/09. The rep I spoke to today, Cindy, was very kind and did what she could to help me. At this point I just don't believe this will be corrected, they'll "deny" the credit again and I'll lose forty more dollars. I feel like this is my only recourse since no one seems to be able to provide supervisor info.

  

  Business Response

  Date: 04/11/2025

  Good afternoon, The prorated credit of $36.66 was applied today 4/11/2025. Your current balance is $32.98. I will send you an email as well so we can discuss some of the details further. 

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  GoNetSpeed came to our city in Dec of 2024. I was one of the first to sign up with their internet service on Dec 12th 2024. They were advertising heavily around town that they had an introductory price of $54.99 per month for the first 12 months. Honestly a great deal considering the speed of their internet. I then ditched my current provider ******** and signed up with GoNetSpeed for the agreed $54.99 per month for the first 12 months.
  
  Fast forward only 3 months later to March 2025 and GoNetSpeed increased my bill by $15 to $69.99 per month! Obviously very angry I called them and they said there is nothing they can do as I didn't sign a contract. Since they didn't honor their introductory price I cancelled service with them and I'll be going back to ******** as of April 3rd 2025.
  
  To me this seems like a classic bait and switch. They promised a certain price of $54.99 per month but then almost right away jacked the price up on ALL their customers 3 months into things. I'm not 100% sure if this is illegal but it's a horrendous business practice at worst.

  

  Business Response

  Date: 03/31/2025

  Good morning,I've contacted you via email, to discuss your recent complaint. Our rates did increase $15 but because you are on autopay and paperless billing you received $10 in credits. Your bill increased $5 to $59.99. I provided you a resolution in the email I sent you. Please respond to my email and let me know if this satisfies your complaint. 

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards, **** ***** 

• Initial Complaint

  Date:03/26/2025

  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.

  I signed up for GoNetSpeed (GNS) as soon as it became available in my area, switching from ******** around October 2024. I made the decision based on the information provided by their sales representative. During the sign-up process, I specifically asked about price increases and was explicitly told that my rate would never go up and that this was not an introductory rate.
  
  However, since signing up, my price has increased multiple times. When I called GNS to dispute the increases, I was told that the original sales representative was incorrect and that my rate was an introductory offer. Additionally, the GNS representative admitted that the salesperson likely made this false claim simply to secure the sale.
  
  Had I been given accurate information, I would not have signed up for their service. Instead, I was misled into switching providers under false pretenses and am now subject to price hikes that I was explicitly promised would never happen. I really want to re-emphasize that this was the same reason I left ******** and that the sales rep instilled confidence in me visa vis "no price increase, ever".
  
  I should note that they gave me the "introductory rate" for the next year as an attempt to de-escalate, which I appreciated. But the facts still remain and I don't want to see future customers to fall into this same trap.

  

  Business Response

  Date: 03/27/2025

  Customer has been emailed with complete details and resolution.Customer's service actually began with GoNetspeed in 2023. Attached is customer's 1st invoice which details their introductory rate of $59.99. In November 2024, the introductory rate ended and the rate increased $10 as planned to $69.99. In March 2025 or rates increased $5. This $5 increase helps with cost of network maintenance, keeping our support teams local and many other things. 

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 cancelled GoNet's subscription in November 2024. I did not realize this was under contract.
  They are now charging me $4,316.32 . I have tried numerous times to talk with someone about settling the bill. The woman I have spoked to on every call has told me the same thing every single time. She said the person I need to speak to will email me. It has been 3 months now., No one has contacted me. She refused to give me the contact persons email.

  

  Business Response

  Date: 03/05/2025

  Good morning,Attached you will find your signed statement of services. Your complaint has been escalated to our sales team and is currently under review. 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******* 

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 tried to reach customer support 5 times over 3 days (Feb 19 - 21), using 855-891-7291. My internet plan states my internet speed will be 1G, but when I check internet speed it is just half that for downloads, around 500Mbps for download, and only 850Mbps for upload. Neither upload nor download speed is near what plan promises.
  
  It is impossible to reach customer service. Every time I've called I have gone through the prompts, been put on hold for 20 - 30 minutes, listened to hold music, and then gotten a busy signal. I have never been able to reach anyone. Gonetspeed disconnects the call after a long wait by giving me a busy signal.
  
  I am not getting the 1G service I am paying for and I have no way to reach customer service or tech support to correct the problem.

  

  Business Response

  Date: 02/21/2025

  Good morning,

  I've sent you an email and opened a trouble ticket on your behalf and a member of our technical support team will be contacting you soon.

  We are also looking into your call queue journey to figure out why you had difficulty reaching a live agent for assistance. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They contacted me via phone in response to my email to them and are sending a technician. Dwayne explained that they have something wrong with the routing of their customer service line. 
  
  
  
  Regards,
  
  
  
  ****** ******