Complaints

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

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  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:06/26/2024

  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 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,
  
  ****** ******** 

• Initial Complaint

  Date:06/13/2024

  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 added on a surprise bill referred to as a “non basic” charge monthly for services. When inquiring with an associate, I was told that this was a fee for failing to sign up for auto pay. They stated the additional fee notice was sent out in March 2024 (see attached pictures for a picture of the email).
  HOWEVER the notice that was sent out does not imply a fee nor use the terminology. In fact they stated you will receive a 10$ discount for signing up. I chose not to sign up for autopay so I figured my monthly bill would remain the same, and simply would not receive a discount.
  The issue is lies in the terms of service, which states customers agree to all fees, but nowhere was this classified as a fee to the customers in the letters. It was advertised as a discount to your monthly bill should you sign up. So in theory this violates their own terms of service as it is not reported or communicated as a “fee”
  The exact wording, copied and pasted directly from the email correspondence is as follows;
  “ This is a reminder that you need to set up your preferences before your next Invoice is generated, otherwise you will not receive the $10.00 discount for AutoPay and the $4.95 discount for Paperless Statements. If you have already completed your enrollment, then no further action is needed”
  
  NOWHERE in the email or letters does it state the customers bill will INCREASE by 10.00$ if they do not sign up. This appears to be a surprise billing tactic and the customer service agent even admitted that this was a complaint by many of their customers and that the correspondence “should have been worded differently”

  

  Business Response

  Date: 06/14/2024

  Good afternoon,I've recently left you a voicemail and sent you an email. We apologize that the wording in our correspondence was confusing. I have adjusted your account balance to reflect this change discussed. Have a great weekend and thank you for being a GoNetspeed customer.

  Customer Answer

  Date: 06/17/2024

  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:06/12/2024

  Type:Product 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 ended my internet service on 3/25/24, and was told I would get a check for the partial month I had prepaid. Instead, on 4/15 my credit card was billed for $56.43 per my account auto pay setup. I called GoNetSpeed to complain and they stated when the person entered my disconnect my autopay was not turned off and he deleted my card. In the mail I received a 5/1 statement showing a credit balance of $67.71. No check. I received a 6/1 statement with the same credit balance. No check. When I called "Janet" said a check was "done today" and circulating for approval and I should have it by the end of the month. A month to get payments mailed? They did not allow >60 days for me to pay! I can no longer access my closed account and will not be using a credit balance. How do they balance billings and receipts? I am tired of chasing this down with their phone tree and just want my refund not another statement.

  

  Business Response

  Date: 06/13/2024

  Good afternoon,I've recently left you a voicemail and email. I've received confirmation that your refund check was mailed on 6/10. I do apologize for the length of time this has taken. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 06/17/2024

  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:06/10/2024

  Type:Sales and Advertising 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.

  Company has attempted solicitation to my property 6 times over the past 24 hours despite ignoring them. The most recent time I just returned home and was pulling into my garage where I told them to get off of my property. They appear to have a van sitting on my street which is where the solicitors are based.

  

  Business Response

  Date: 06/11/2024

  Good afternoon,I am trying to reach you for a few more details, including your address so it can be added to our do not contact list.I've left you a voicemail with my direct line and sent you an email at the provided contact email.

  Customer Answer

  Date: 06/11/2024

  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:06/04/2024

  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 been told 3x that my fiber would be installed. The poor sales girl does not know why it has taken months now to run the line to my house but everytime I talk to her she talks to someone named Josh to schedule and I keep getting ghosted. It's unprofessional and frustrating. Not to mention all my neighbors and friends are going through the same thing with go net speed here in Alabama. We need our fiber set up!!!!

  

  Business Response

  Date: 06/06/2024

  I've recently left a voicemail and sent a email.The reason this install was delayed was because the drop was required to be buried.Our process is to communicate any delays in installation to our customers by calling or emailing. If this step was missed please let me know.Drop was completed on 6/4 and installation completed on 6/5. 

  Customer Answer

  Date: 06/13/2024

  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:05/10/2024

  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 been having spotty internet access within my home, never had issues until yesterday. I called and spoke with Rudy, he told me he would transfer me to tech support. I went to ask another question and Rudy just starting yelling at me "one thing at a time". I told him no need to be rude and he just kept going. I asked to be transferred to cancel my account, he then stated that there is a disconnect fee, he them yelled I will only transfer you to tech support. I dont need to deal with this with my health issues. Go net speed has raised my rates twice since the beginning of the year and yet this is how I am treated. Either fix it, get better help for your company or cancel me I will go elsewhere

  

  Business Response

  Date: 05/10/2024

  Customer and I were able to connect over the phone. It was discovered that the representative that assisted him previous was someone from our after hours call center. The call recording has been pulled and will be reviewed and dealt with, as this is not the reputation of service GoNetspeed wishes to provide. The customer was provided my contact information should they need anything in the future, and a trouble ticket was opened on their behalf for a member of our technical support team to reach them directly. The customer no longer wishes to cancel service. 

  Customer Answer

  Date: 05/13/2024

  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.  Thank you Lauren for all your help you are greatly appreciated.
  
  Regards* **** ***

• Initial Complaint

  Date:05/01/2024

  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.

  I've been a customer with GoNetspeed for several years now, and to my understanding was one of the first to sign up for internet service in my neighborhood. At the time, they were a newer company, promising a lifetime charge of $50.00/month for internet service. I never signed up for any autopay options, as that was never a stipulation to be locked in at that price. My bill has always been paid on time.
  All of a sudden my bill has increased by 10 dollars, stipulating I must sign up for autopay or be "punished" with this 10 dollar upcharge.
  Repeated emails and phonecalls have been left unanswered, and the one service representative I was able to speak to, was very uninterested and rude.
  I was promised to be locked in for life at 50 dollars per month, a promise that has now been withdrawn. Terrible treatment of loyal customers.

  

  Business Response

  Date: 05/03/2024

  Customer and I were able to connect via phone, and had a conversation regarding this complaint.

  Customer is satisfied with resolution provided. 

• Initial Complaint

  Date:04/22/2024

  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.

  I first signed up with gonetspeed in October and set up autopay through the only checking account I own. November I was charged 37.99 for my first month and a few extra days added into the billing cycle. in Dec they didn't pull a payment from autopay and billed me double in January and charged me a late fee for their failure to pull the amount billed out of autopay saying the bank refused charges so they charged me $30 for returned funds which is bs because I didn't change anything to my account. then February it comes out no problem for the proper amount but in March they overcharged me. they said I was billed for losing the acp discount which wasn't supposed to end until April was over. so they owe me $30 for a wrongfully charged late fee and another $16 they should not have taken as I wouldn't have lost my acp discount until April was over.

  

  Business Response

  Date: 04/25/2024

  I've made 2 attempts to reach the customer. A phone call and an email on Tuesday and again today, Thursday, 4/25. I've explained to the customer that the $30 return payment fee is what we were charged from her bank, her account # was entered incorrectly. And I provided email records of her communications with our billing team on 1/3/2024, which lead to a team member updating her account # for her, so that payments could process successfully. Because this was a one time occurrence I have agreed to waive this fee as a one time courtesy. Regarding the $16 fee, this was a prorated amount for her rate change. Customer was enrolled in ACP, but we received notification from the FCC, that the customer transferred out of ACP, ending her credit with GoNetspeed. Transferred out means the customer requested the ACP personalized account # be used for a different service. The ACP personalized account # can only be used for 1 service, which is why GoNetspeed was notified. The resolution for this complaint is $30, please let me know if you need anything else. 

  Customer Answer

  Date: 04/29/2024

  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 my account was charged via autopay in November with no issues. Nothing was changed by me at all, so December should have came out just fine. there was no account number changed by me in December and the only account number they ever had is literally the only checking account I've owned for 12 years. I don't know why Gonetspeed insists I changed the account number or that it was incorrectly given to them in October when they were able to take the amount of November's bill out in November. this is getting utterly ridiculous and if it continues I will be in contact with my lawyer regarding this matter. Also the ACP thing is bs as the only thing I changed regarding ACP was canceling my government phone. there was no 2nd device connected to the internet except my Gonetspeed modem and I had both with no issues until March so I'm not sure why canceling my phone would cancel ACP for internet in March when ACP was supposed to not end until April. I'm getting sick of the games. if this persists, I will forward everything to my lawyer and take it to court.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/03/2024

  I've left 3 voicemails and sent 3 emails to the customer over the course of this complaint. All attempts to reach to discuss have gone unanswered. All evidence has been provided in previous responses. There is nothing further I can do without receiving a response on what will satisfy her. 

• Initial Complaint

  Date:04/18/2024

  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.

  My complaint is $10 up charge
  without prior notice.

  

  Business Response

  Date: 04/22/2024

  Good morning, I am trying to reach you to discuss your concern. I've recently left a voicemail at the phone # provided and sent a follow up email to the address provided. If you could please provide me with the information I'm looking for, I'll be happy to assist with your concern. 

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising 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 salespeople are pushy and obnoxious. I have been bpthered 3 times in the past 2 months and told them NO each time and they don't take NO for an answer. It is bordering on harassment. I was just bothered again at 3pm on Feb 19 and was tempted to call the police as the guy would not stop talking and go away.

  

  Business Response

  Date: 02/21/2024

  Good morning,

  Thank you for bringing this to our attention. While we want to be present and available to prospective customers, we definitely don't want to be pushy. I have requested that your address be removed from our door knocking and mailing lists. I apologize for the disruption this has caused you. I have also informed our sales team management, so that they can review our processes with their sales team.