Complaints
This profile includes complaints for GoNetspeed's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 59 total complaints in the last 3 years.
- 21 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:04/18/2024
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.
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: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.
Initial Complaint
Date:02/18/2024
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.
A GoNetSpeed door to door guy came to my house and convinced me to try a FREE month of internet and said there would be no charges and that we wouldn't need to cancel and that it cancels automatically. I was told I would be contacted at the end of the month to ask if I'd like to continue service, instead they sent me a bill for seemingly 2 months of service when we stopped using it after the first week because it was always disconnecting. With all the information that was exchanged by word of mouth with the associate I thought for sure that especially since I didn't give them my payment information that they would not be able to charge me for anything. Also it doesn't state on the bill that it's for two months of service and if it's not then they charged me double what they originally stated the monthly bill would be if we decided to continue after the free month. I did not decide to continue after the free month. They purposely didn't call me and let a new month rollover and then said "Yeah let's bill him, better yet lets bill him double". I'm furious, as they stated that they were a Maine based company and were more trustworthy and customer focused.Business Response
Date: 02/20/2024
The customer and I were able to connect and chat by phone today. I offered the free month of service that was originally promised and explained the charges on the customers first invoice. Unfortunately the information the customer was provided during registration was incorrect, and this is being dealt internally with additional training and coaching of our door to door representatives. The customers account has been disconnected and back dated to the original start date to eliminate all charges on the account.
Customer Answer
Date: 02/22/2024
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:01/24/2024
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.
Horrible customer service, initial rep lied, they blame each other for each other's misinformation, and this do this in front of the customer. They take autopays out 5 days after something is due and then send disconnect notices when it's past due.
The first sales person lied and said that I'd get 1G internet everywhere in my home. While technically not a lie, it's intentionally misleading by not saying, "to accomplish this, you must use ethernet everywhere in the house." or something like that instead of allowing the customer to believe that they will get 1G wifi interent everywhere in the home. They also sold an extra booster for no reason (according to technicians that came to the house).
The original contractor who installed the internet did it in the garage where I have zero wifi enabled devices. Also, how would I get an ethernet cable from the garage (to fulfill the sales person idea of 1G everywhere). The second group of installers came in and had to move it, putting an additional (small) hole in my house. We have better coverage, but nowhere near the original guarantee and didn't need the booster.
I set up auto-pay on 1/2, expecting a payment to come out then. Payment didn't come out until 1/22. No one initiated this, it automatically came out. The service rep (no empathy, complete lack of understanding, no de-escalation skills at all) doubled down on "this is the way it is and I have no control over that." My due date is the 15th every month (new news to me) and my payment will come out on the 20th of every month going forward. I'm now 25 days ahead and was given the explanation that if my card declines then I have 25 days to fix it. Which is horrible logic. Why can't I pay when it's due? Why am I forced to pay 25 days ahead?
Every single month it has been something different with this company. I'm not looking for any compensation, but they have to understand that customer service/installers and everyone in between is a representation of the company.Business Response
Date: 01/26/2024
Good afternoon,I have responded in detail to complaints and concerns via email, and offered to have a call if needed. I have explained customer is set to received a free 3rd and 6th month of service and as a courtesy I have waived the late fee, non autopay fee, and paper statement fee. Our bill cycle dates and due dates are all printed accurately on our invoices, which are available to our customers through their SmartHub billing app. All communications regarding SmartHub Billing and Service Statements were successfully delivered to the email provided by the customer. Waiting for response from customer before considering any other reimbursements.Business Response
Date: 02/02/2024
On Tuesday, 1/30 after a conversation with Tom P****** COO, *** agreed to give GoNetspeed a "do over" part of this conversation and agreement was a credit of $190.00. This amount was applied to the customers account balance, wiping the slate clean for a fresh start. The customer is still set to receive a free 3rd mth and 6th mth of service as part of the new customer promotion in addition to the credit of $190.00 already applied.Customer Answer
Date: 02/05/2024
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:01/24/2024
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.
We pay $91.59 for high speed internet the most we are supposed to get is 14mbps we get half that if we are luck most the time it’s either out or we get next to none they have fiber optics that ends just up the road that’s 1000mbps for the same price as to what we are paying but we can’t have access to fiber optics so we are stuck with what we got and it’s pathetic I rely on the internet to do my job we had a technician to come fix it while he was here it worked just fine 30 minutes after he left back to 1mbps I cannot do my job it take hours just to load a website this is ridiculous I want service that’s reliable and what I pay for.Business Response
Date: 01/26/2024
Good afternoon, Trouble ticket was initiate by customer on 1/23/2024, repair was completed on 1/25/2024.Customer confirmed service was working properly and the trouble ticket was closed.Initial Complaint
Date:11/27/2023
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 month I contacted go net speed regarding a $50 charge on my bill. The representative stated the fee was for a disconnect and reconnect fee. Since my bill was paid on that day of disconnect, the representative politely said they would credit me the $50 charge, if I signed up for automatic bill pay. I signed up for automatic bill pay, and called them back, the next representative told me I was all setup. He stated I he cannot adjust the bill since it’s already been printed and I would have to wait till the next billing cycle to see my Credit (which will be December) today my card I had on file with go net speed was attempting to get charged $102. The bill should’ve only about around $50.00, since I had a $50 credit coming to me. I never received the $50 credit and go net speed lied to me about it. I am looking to have a $50 credit apply to my balance ASAP since that’s what I was told by the go net speed representative.
Thank you
***** ********Business Response
Date: 11/28/2023
Good morning, I have left you a voicemail and an email with options for resolution. We apologize for this oversight and are happy to work with you to correct this. If you could please call me back or respond to my email, I will have this taken care of for you ASAP!Customer Answer
Date: 11/28/2023
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. I’m rejecting the offer from until I see the $50 credit I was promised.
Regards,
***** ********
Business Response
Date: 12/01/2023
We understand your concern to be cautious. Your next bill will generate on 12/17 and will reflect a credit of $50.76. $50 for the reconnect fee applied to your account in September and .76 late fee. I have a reminder set for 12/17 to review your account to make sure it is accurate as promised.Initial Complaint
Date:11/13/2023
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.
Gonetspeed was in my neighborhood putting up lines for service. They needed access to my yard because there is a pole directly behind my garage on my property. The first issue is that they accessed the yard without informing me, and I had a dog at that time who wasn't friendly towards new people, I almost let her out in the yard while there was someone there. The second issue is that there was a worker next to my garage passing lines to a worker behind the garage. The worker next to my garage trampled my garden, destroying a couple bushes, 7 or 8 ferns, and numerous other flowers, as well as 3 out of a set of 6 garden lights. This was in July, and I contacted them right away. I've contacted them again numerous times since, and I keep getting promises that they'll fix it, but then I have to contact them again a couple weeks later and pretty much start the process over again. Needless to say, I have yet to even receive an apology, let alone any kind of compensation. Also, there is either laziness or straight up lying on their end, as the last time I contacted them, I was handed off to the legal department who told me that their investigation showed that there was never any activity by their company anywhere in my neighborhood. I had been told multiple times before that they either didn't know what I was talking about or couldn't find a claim. That last time I was told that I would be contacted again in no more than 2 days after he looked into it, that was a month ago and I haven't heard anything.Business Response
Date: 11/15/2023
Good afternoon, I'd like to apologize for the length of time its taken to respond and handle your concern. I want to let you know this has been escalated to the highest level and I have been informed our VP of construction and service delivery will be contacting you directly. I will also email you directly so you have my contact information if any additional follow up is required.Customer Answer
Date: 11/17/2023
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:10/20/2023
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.
The company came in my property to install a cable wire and busted my porch and now they deny they did the damageBusiness Response
Date: 10/23/2023
Thank you for returning my call this morning, our reputation is very important to us.
I provided you a total of 8 images to your email address provided to the BBB. If you open image 0671, or installation manager took a photo
of the area of damage in comparison to the location of where our installer
completed their task of mounting the drop. Images 0673 and 0677 all show
that our fiber line came down the left side of the exterior window, and placing
a latter on the right side was not possible due to the location of the bush on
the front left side of your home. The wiring you see on the right side of this
window were preexisting wires for a different provider.
Images 0669 and 0670 show the decorative porch
piece that you found to be damaged. If you look you can see that there is dried
glue found on this piece, which indicates this had been previously damaged and
repaired with wood glue.During our call I offered to send a technician our to repair the piece of your porch with additional wood glue, you declined this offer and requested GoNetspeed never return to your property.
Initial Complaint
Date:10/04/2023
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.
The company specifically told me that my account has lifetime price increase protection. This was the agreement when I began service, and it was also told to me directly in an email with customer service in February 2023: "you currently are grandfathered in under our legacy pricing. Your current pricing is locked for life." I was told new customers on new plans do not have this type of pricing protection. Now the company is going back on their word and removing the promised "locked for life" pricing from my account against my wishes.Business Response
Date: 10/05/2023
Good morning, I left a voicemail and email, explaining the reason this change could benefit the performance of the internet connection. But we understand the frustration of being told the price was a lifetime guarantee. All though GoNetspeed does not hold our customers to any contract agreements we do understand the value in our word, and we will be keeping you on the 150mbps/$50. If you do decide to change your service in the future, the lifetime guarantee would no longer be honored, and standard pricing would apply.Customer Answer
Date: 10/06/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate that they decided to honor their word and reinstate the promised lifetime price agreement. Honest business practices are important for reputation and trust with customers.
Regards,
****** ******Initial Complaint
Date:06/20/2023
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 bank with a local ******* ****** ***** and I use bill pay. The ****** ***** mails a check to Go Net Speed. This month I had then send a check to GoNetSpeed for June 2d and in which the money was taken out of my checking account on June 2d. I understand that this is not an electronic payment. Today is the 20th of June and GoNetSpeed hasn't credited my payment. This happens every month. GoNetSpeed tells me that my payment wasn't received in time. This month I contacted the ****** ***** and asked them if the check was cashed. The bank has sent me a copy of the check that was cashed on June 8th by GoNetSpeed and yet my account still shows past due as the 20th. This happens each month. I want my account to be credited properly and with no late fees and that this should happen each month as appropriate. I will not provide my account information to GoNetSpeed for automatic withdrawal and after past discussions with GoNetSpeed in prior months I believe the lack of proper ****** to my account is to try and get me force me to have an automatic payment. I don't appreciate this tactic. I should also so the service goes down "All the time" it's not an improvement over any other service that is available, and the customer service is horrible. I have attached a copy of the canceled check and a statement from the bank.Business Response
Date: 06/23/2023
Good afternoon, I apologize for the delay in my response. The check was posted to your account on 6/21/2023. On 6/21/2023 a GoNetspeed representative contacted the primary account holder and explained that the check was posted to the wrong account in error. This error was corrected and the late fees were removed from your account. I sincerely apologize for the inconvenience this caused. Should you experience this again in the future please don't hesitate to contact me directly, my name is Lauren ****** and I am the customer advocacy and continuous improvement manager, these types of inconveniences are very important to me to eliminate from happening again in the future. ****************************Customer Answer
Date: 06/28/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. After much arguing with the person that called me, I had to encourage them to view the second page of the letter my bank sent me to see the cashed check. She then posted the payment on the date of the complaint, rather than the date received which makes my payment history still show late. So embarrassing on my end to have a payment show late even though it wasn't. I wish it was backdated to the 8th of when it was received. I can't possibly show a late payment when it wasn't late. I know some people don't care but I even got a disconnect notice. I was humiliated.
Regards,
******* *****Business Response
Date: 07/07/2023
Good afternoon *******, I understand your concern, but I can assure you that the check was posted to you account and a new SO#****** was created, you can reference if needed that removed the .85 late fee that was posted to your account. Your account is in good standings, and it will not reflect on your ****** or payment history in a negative way. Your current account balance is $89.93, this amount was posted to your account on 6/10/2023 and a payment is due by 7/15/2023. Using you bank to mail checks on your behalf is always an option, but the problem with checks is it is a manual process, we always hope that no mistakes are made but unfortunately mistakes do happen, but we will always correct it and remove any unnecessary fees when this happens. In your situation this has all been corrected and fees were removed. I always suggest customers enroll in autopay to avoid the chance of human error, by using a ****** or debit card. Then every month you receive your invoice on the 10th and autopay processes on the 20th. If you would like to discuss this further or need other assistance I can be reached at my direct line ************ or by email ****************************-Lauren ****** Customer Advocacy and Continuous Improvement Manager
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