Complaints
This profile includes complaints for GoNetspeed's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 57 total complaints in the last 3 years.
- 26 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:08/22/2024
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 have had service with this company since June of 2024, the bill quote I received for them was $69.99/mo with auto pay, every single bill up until last month has been $79.99 and every month I have had to call in and they do nothing about it, I have asked to speak with a member of the escalation department multiple times or a supervisor and am denied every time, I refused to pay the bill higher than I was quoted and they charged me 2 $50 fees, this months bill is $120. I will not be paying that and demand it to be resolved immediately.
Business Response
Date: 08/23/2024
Left voicemail and emailed customer
Customer received 2 $50 reconnect fees, for being disconnected for non payment. Both of these fees were waived and all non autopay fees were waived ($30). Explained customers current balance and due date.
Initial Complaint
Date:08/19/2024
Type: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.
Signed up for internet 1G. $55per month. Auto pay. My bank stated that they are putting a request through for$0. So it doesn’t pay the bill. Tried changing my card. The rep deleted the wrong card and could not help. Also, not even getting 1G. Reps came out and got it to go up to 900mbps while they were here. It stays more around 300mbps most of the time. Not too sure where the problem lies but the last rep told me they will charge me if they come check it out again. Now my auto pay states canceled. I don’t understand what Gonetspeed is doing wrong but it’s getting really tiring to have to call all the time. Inexperienced reps? My bank states it goes into pending because they don’t put an amount and I have to pay more money for their slow service. Not getting 1 G. I want to know why the payments aren’t going through and I want the speed I was promised at the price I was promised.Business Response
Date: 08/21/2024
Good afternoon,Left voicemail and sent email trying to reach customer.Explained in email that automatic payment was being declined. A service representative assisted the customer on 7/24 and also explained that they were deleting the payment method so the payment method could be re-entered correctly. I attached instructions for re-enrolling in autopay and explained the bill cycle, billing amount and when the automatic payment would be charged next.Regarding the service complaint, the customer is using a 3rd party router and did not want to unplug this router to connect the GNS provided router to troubleshoot with our technical service teams. I did explain that we would waive the truck roll fee if she was interested in a technician visit to look at her equipment for her.Customer Answer
Date: 08/27/2024
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:08/13/2024
Type: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.
In March 2024, a rep from GoNetSpeed came to my door to let us know that their services were now available in our area and that they were running a special for customers to try it for a month for free and that our neighbors had also signed up and that earned us a credit as well. The rep told us we would not have to pay anything until June 2024. They installed the equipment on March 20, 2024. On April 11, 2024 I received a bill for $138.18. We called to cancel the service immediately and they informed us that there was never any kind of promo giving customers free services. They have continued to send us a statement each month since. We have called them several times and have had no luck in getting this charge removed.Business Response
Date: 08/16/2024
We apologize for the misleading information you received during your initial sign up process. I thank you for your patience and allowing me to work through this resolution with you.Customer Answer
Date: 08/16/2024
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:08/07/2024
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.
Last few weeks I have be encountering large drops in speed and complete lose of connection everyday. This has happened in the past. Customer Service replies to my tickets with a phone call (Usually too early in the morning for me), but its the same message. Nothing is ever done. Its frustrating with the amount they are charging for this service.Business Response
Date: 08/07/2024
Good afternoon,
Reviewing your trouble tickets our team members have made attempts to reach you in the morning and in the afternoon. Leaving you voicemails requesting a call back to assist you with trouble shooting. Our team is unable to assist if you do not return their phone calls. Is there a time of day that works best for the to reach you? Or would you rather they contact you via email?
Customer Answer
Date: 08/19/2024
Technician checked line and said it is fine and replaced modem. After, connection was stable for about 10 hours, afterwards the dropped connection issue came back. The screenshot provided, show that the connection is dropping 100% of its data packets.
***** *******Business Response
Date: 08/23/2024
A field technician was dispatched a 4th time on 8/22. Customer was not home again, Ran tests off of cable, everything tested good, ran a test on *********.net, everything tested goodInitial Complaint
Date:07/25/2024
Type: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.
Three times in March of 2024 agents of gonet speed canvassed my neighborhood knocking on doors and hanging door hangers when no one answered. The first time I received a door hanger, the second time I told the gonet speed employee that we were not interested and to please not come back onto our property. The third time I received another door hanger called the number on the hanger and spoke to a go net speed employee and asked them to please not come on to our property and that we were not interested. I was assured by this individual that this would not happen again. In April of 2024 I was left another door hanger from go net speed. At that time I emailed go net speed corporate explained the above issues and asked that my address be removed from their records for solicitation and I was assured that we would no longer be solicited. Yesterday July 24th and today July 25th I received mail from go net speed in the form of solicitation. I sent both pieces of correspondence back, return to sender and documented unwanted solicitation. I find go net speeds practices predatory and uncomfortable.Business Response
Date: 07/29/2024
Resident and I were able to connect by phone this afternoon and a follow up email was sent as confirmation. A conversation has been started with the leadership teams involved to improve our process to prevent future residents from having the same experience. The residents address has been removed from our marketing list, so will no longer receive marketing information. I have also requested that the address be removed from our door to door sales list as well.Customer Answer
Date: 07/30/2024
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:07/14/2024
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.
GoNetSpeed, a fiber internet provider, offered a $50/month lifetime rate for new customers when they first came to my town (West Hartford, CT) in 2019. I signed up. In the fall of 2023, they announced that my plan would no longer be available but they were offering a new plan with faster internet for $49.95/month (and no lifetime guarantee). I wanted to retain my lifetime plan so I continued to pay $50/month while contacting customer service about wanting to keep my plan. GoNetSpeed did not respond to my complaints and deleted all records of them from their sites.
In April of 2024, as expected, GoNetSpeed announced they were raising my monthly rate. I continued to pay $50/month and continued to contact the company. They have continued to delete my complaints. I called customer service and explained the issue and was told I would receive a reply shortly. I did receive an email reply that was a "canned" response having nothing to do with my complaint.
They are now threatening to cut off my service, as I continue to pay $50/month.Business Response
Date: 07/23/2024
Called and spoke with customer and explained I would be sending a detailed email with the communications we made notifying her of plan changes. Communications have been attached. Requested customer review details and call me back to discuss.Customer Answer
Date: 07/23/2024
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.1. The underlying premise of GoNetSpeed’s reply is that the way you get out of a lifetime deal with a customer is to say “We’re not going to do this any more.” I disagree. The gist of all of their notifications was: We’re taking away your old plan (that had a lifetime $50/month deal) and putting you on a new one (without the deal.)2. The many notifications they sent say nothing about contacting GoNetSpeed by a certain date. The customer service rep I spoke to today implied I had forfeited my right to keep my original deal because I hadn’t contacted them “in time.”3. I saw no reason to contact GoNetSpeed at the time of receiving these notices because at that point I was not being charged more than the guaranteed $50/month.4. I continued to pay $50/month according to our agreement. I notified GoNetSpeed about what I was doing and that I did not agree to surrender my $50/month deal. None of those messages received a reply. Any record of my messages was deleted from the visible part of my account.To summarize, GoNetSpeed bought my business by guaranteeing a $50/month lifetime plan, and I expect them to honor that agreement. Regards,
******** *****Business Response
Date: 08/02/2024
Our final correspondence with the customer was yesterday. This conversation was escalated to our director of customer service. (EMAIL ATTACHMENT TO LARGE TO ATTACH)GoNetspeed acknowledged the customers concern, provided the necessary facts and documentation and explained the actions taken to resolve the concern.At this time the customer remains unsatisfied, customer is requesting something we can not guarantee.GoNetspeed customers are not bound to any contract or written agreement for service.Customer Answer
Date: 08/06/2024
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.
GoNetSpeed has made NO offer with respect to my lifetime guarantee. They have unilaterally decided to cancel it because they do not wish to honor their end of the deal. They advertised the lifetime rate widely when they were moving into my market for the first time, and I signed up on that basis. I do not have copies of their ads. If GoNetSpeed is daring to claim that there was no lifetime offer, I can demonstrate that the rate was offered by sharing screenshots of others' social media postings discussing the lifetime rate.As for their claim of no contract, I am not a lawyer. I signed up for their services based on the deal they were offering. I believe a contract occurs when a business makes an offer of services at a particular price ($50/month for life) and I accept the offer and pay that price.
Thank you. ******** *****Initial Complaint
Date:07/11/2024
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 was repeatedly solicited by a field sales rep. (Peter M****) from Gonetspeed , repeatedly banging on my front door, to sign up for fiber internet, eventually I was home one day and decided to go out and talk to him to see what he had to offer for price and service , he was very adamant about offering me, 1gig internet for 54.99 a month ,for 1 year and then only a 10.00 increase once after that , he also said he was giving me a 100.00 credit for signing up, and another 100.00 credit for a referral, I repeatedly asked him at least 3 additional times if that was the offer, and he(Peter M****) said yes..i also responded , so that means i have like 3 month free ? he stated more then that. so I thought I would give it a try .. he scheduled a time that was good for me . Saturday June 1 2024 , the tech came , who was a very good younger gentleman and a good technician, I myself being a technician as well helped him because running the fiberoptic cable threw a attic was not very easy as I know , everything worked out well .
On June 6 2024 i received a bill for 86.44, I have only had service for 6 days , says summary of service type , non-basic 14.95 and internet 71.49 , I called to find out what was going on , and no one could correct this , I wonder how many people get scammed into this?
I received an email from Jon H****, Supervisor of res.cust.serv. on June 12 2024 about this and tried to respond and call the number he gave me(###-###-####) , and it says mailbox not set up ???, not very professional if you ask me , and still no response or resolution, so I thought maybe by now they would have resolved this because I did not hear from anyone , (Wrong) no I got my second bill, 69.94 + 86.44 = 156.38 . I don't mind paying my bill for what I agreed to . this is not the agreement . PLEASE STOP THIS COMPANY FROM LYING AND SCAMMING MONEY OUT OF PEOPLE!!!...Business Response
Date: 07/12/2024
On 7/11 customer was contacted by both the customer service supervisor and customer advocacy manager. An email was sent explaining that the GIG $100 promotion is applied on the 3rd mth of service, and referral credits are also applied on the 3rd mth of service.
On 7/12 at 9am customer and supervisor had a scheduled call to discuss. Because the promotions were not accurately explained during the signup process, the customer was awarded the credits in advance.
Customer is now satisfied.
Initial Complaint
Date:07/09/2024
Type: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.
Signed june 2024 up for gonetspeed told mike from gonetspeed i need to be there when they drop the fiber to my house and come to my house he said no problem,Gave me a date of july 9 2024 to come into the house,But had problem finding the date to bring the fiber to my house,I called 11 times to find the date for bring the fiber to my home finally it was july 5 2024,stayed home no one called or showed up called later in the day date was change to july 8 2024,Person show up that dat to bring line to home,Now july 9 tech shows up has no booties to where refuses to talk shoes off but did wipe shoes,started telling me he will mount moden of wall in my living room .but the real problem was he didnt have all the equipment to do the job,told me he be back in a week or 2 really,I called gonetspeed 12 times talk to many customer service reps and no one returned my call.This company is not right !Business Response
Date: 07/22/2024
Called and spoke with customer.Explained and apologized for difficulties reaching our customer service team.For inconvenience applying 1 mth of service credit up front.Customer Answer
Date: 07/23/2024
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:07/02/2024
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.
On June 19 go net speed came to install new Internet to my home. The individual who approached me while I was outside two weeks prior. Told me how great go net speed was told me that I could keep my spectrum app and utilize it through their Internet services, which is not correct told me that my services would not be buffering. It would be fast. I wouldn’t have to wait for anything And unfortunately none of this is true. I have had nothing but nightmare problems my TV shuts off my TV doesn’t come up I get weird error codes I had them come out yesterday unfortunately during the time that they were here of course they were no issues and they’re not gonna stay here all afternoon to watch the issues transpire I have tried to get a hold of them. It is very difficult then individual who originally sold me this product is no longer answering my calls. Obviously I’m frustrated. I want a full refund and I want payment for time and my time and suffering that I’ve had to deal with this is terrible and the representatives are nice to the people that come to the house are nice for all the guys that came yesterday but this entire process has been nothing but a nightmare I have an elderly mother where is talking he’s living with right now and I take care of and we need our TV And our Internet, they falsified information they lied to me they misrepresentative the system itself and how well it works just to get a self and then to put me through this stress is just crazy .Business Response
Date: 07/08/2024
Technician dispatched day after complaint filed 7/3.On 7/3 customer emailed at 10pm, 7/3 that she was having difficulty logging into **** TV.On 7/5 her email was forwarded to our technical support team. At 10:28am our technical support team spoke with the customer and reported "Spoke with customer, reporting that she had some issues that
day after the tech was out, she was not able to connect any devices to the
network. She also reported that as of yesterday everything seems to be fine
with the service and she will continue to monitor for issues, customer would
like a follow up within the next 2-3 days."On 7/5 received email from customer at 5:25pm "So
other than a couple of hiccups things have gotten better since he came here,
I’ve been at the hospital with my mother, and I told the gentleman called me
today that I’m going to watch it over the next couple of days now the thing is
with just me being here and my mother in the hospital I’m only using one TV at
a timeanyway that’s it right now thank you"On 7/8 Emailed customer to check in on how everything was operating over the weekend.Initial Complaint
Date:06/26/2024
Type: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 contacted GoNetSpeed on June 6th from my account page about moving and how to disconnect and what I needed to do with equipment. They never responded.
I contacted again on June 19 (honestly with family/graduation/moving/ closing in that week I lost track of time and that they hadn't responded). I never heard a response.
I called on the 20th and was told customer service was busy and they'd call me back in a half hour, they did not.
I called again on the 21st and was told I'd get a call back and did not.
I emailed on the 22nd and finally received a response from customer service on the 24th, 18 days after my initial request.
That email said they would disconnect and prorate my bill but they needed verbal confirmation. I missed the first call but called back, no answer, and they never called again.
On June 25th I called again, and this time got a live person for the first time in 19 days. This person said they could only disconnect and would not prorate me back to the 12th when I moved "because it was too far back"- a week AFTER I tried to cancel.
She also told me I was being billed $100 for equipment that was attached to the wall and I had asked and never heard if I was to leave it or not. I no longer have access to the house and cannot get it, so she said I'm being charged $100. I asked her to escalate it to a supervisor, and have recerived no response.
I don't feel that I should have to pay for the equipment or days of service that happened just because their customer service did not respond. It took 18 days to get a response, and they want to bill me for those 18 days that they did not respond, and the equipment that they never told me what to do with until yesterday and an email today with the charges.Business Response
Date: 06/27/2024
Good afternoon,I've recently left you a voicemail and sent you an email with the resolution you've requested. We thank you for your time as a GoNetspeed customer and hopeyou'll consider us in the future if we ever service your new address.Customer Answer
Date: 06/27/2024
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,
****** ********
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