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:01/17/2023

  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.

  Company tells me that they have no plans to provide our address with fiber internet services when our governor put out a law to provide fiber internet to all rural areas. It is provided in town along with other cable companies. I have 3 kids in the house who need higher speed internet to do school activities etc. this is uncalled for and unfair as our downtown area provides faster cable service. I want them to follow our governors orders and provide that service to our area as well. Thank you for your time.

  

  Business Response

  Date: 01/18/2023

  Dear Mr. ********,
  
  We understand how frustrating it can be to not have fast and
  reliable internet service available to you at your home. We want to assure you
  that GoNetspeed shares Governor Mills’ aspirations to bring broadband internet
  connections to everyone in the state of Maine. Unfortunately, the expense of
  building fiber to residences in extremely rural areas is significant, often costing
  several hundred thousand dollars per mile. Because of this expense, we are not
  able to build fiber to every home as quickly as we would like. GoNetspeed is
  working towards providing expanded access to broadband internet to many
  locations in Maine, including Howland. In fact, GoNetspeed applied for a
  broadband infrastructure grant from the Maine Connectivity Authority in
  November that would have enabled us to build fiber to your home. Unfortunately,
  the state denied that grant request this month. Nonetheless, GoNetspeed is
  committed to continue to look for alternative ways to expedite the expansion of
  our broadband internet network into your area. We sincerely appreciate your
  interest in our services and hope to be able to provide you with fiber internet
  service in the future.

• Initial Complaint

  Date:12/15/2022

  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.

  Gonetspeed sent a technician to install equipment in my house to allow internet access. In November, I contacted GOnetspeed to let them know I no longer needed internet connection from them.
  
  Initially, they sent me an email that I owe them $100.00 for having the service for less than 30 days which was incorrect as I had the service for over 2 months. After they stopped harassing me on $100.00 fee, I got an email about returning equipments with a prepaid post.
  
  I called customer service and explained to the representative that I am not qualified to uninstall the equipments since its bolted to the wall; besides, the diagrams doesn't look anything like what was installed. I requested to have a technician come over for the uninstall.
  
  The customer representative was sympathetic and informed me a technician was in my area the following day and would call to confirm when to pick up the equipment. Following day, no one called. I sent an email to the following day to let them know the technician did not come. No response.
  
  About a week later, I sent another email to enquire about the dead silence to which another customer agent responded that they will send a return label for the equipment and that they reached out to me on my number earlier and that my phone was not in service.
  
  I let them know my phone numbers have not changed in years and active and also, restated my conversation with the representative. No response up till now.
  
  I would simply like them to uninstall their equipment and not charge my account over $200 for something I am not using. I have been very communicative and flexible as to when they can come get their equipment. Typically, most companies pro-rate your bill based on disconnect date; gonetspeed has not responded to my email about amount due back even though my account was up to date ( paid ) when I disconnected. Based on mail from Gonetspeed, I understand when they bill you for equipment, it will be sent to collection agency if not paid.

  

  Business Response

  Date: 01/06/2023

  GoNetspeed contacted the
  customer and removed the pending ‘failed to return equipment’ charge from the
  customer’s account. The ‘less than 90-day $100 cancellation charge’ was not
  processed. The billing issues have been resolved and the next bill will display a credit. The customer will receive a check for the credit amount.

• Initial Complaint

  Date:12/07/2022

  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 have been paying $89/mo for 10mbs download speed and 1 mb upload speed for approximately 8 years. In the last year or more I am barely receiving 4 download and maybe .30 upload. I have called for resolution many many times and have not received it. I am not looking for refund I am wanting the proper service that I am paint for. I am disabled and mostly home bound 

  

  Business Response

  Date: 12/17/2022

  Ms. ***** has had 7 trouble tickets over the past year. The
  first few were due to temporary drop issues, and the remainder were due to over utilization of the bandwidth she was receiving. Further investigation
  revealed that at 12,000 ft, she could only get up to 7-8M, and she was paying
  for the 10M product. To remedy the situation, we are providing Ms. ***** with a
  second loop to bond to her existing one which should push her bandwidth over
  10M. This is being installed on 12/29/22. There is no price difference between
  the 5M product she was receiving and the 10M product for which she was paying. As a courtesy, we have issued Ms. ***** with a one-month credit of $89.95
  ($79.95 for the DSL and $10.00 for the modem/router rental). Her improved
  service will not result in any price increases. In fact, her modem/router
  rental was reduced by $2 per month for additional savings. Lastly, we are
  waiving the $50 installation fee for installing and bonding the second loop. 

  Customer Answer

  Date: 12/20/2022

  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:09/21/2022

  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.

  They promised 1gb upload and download speeds for fiber optic internet. The equipment they installed and delivered only support 600mbs. Charging the 1gb price they didn't create the account with the correct email address despite it being spelled out on paper for the technician. Two months out they still haven't responded to three customer service calls and two emails describing the problem, with a simple solution provided by myself. Provide the appropriate equipment, 2 30' Ethernet cables and 2 Ethernet splitters. Radio silence from the company. They did send me the bill for two months of service at 59.99$ a month for 1gb internet and only delivered 28mbs. Which is what I was receiving with my previous provider. Beware of this company and everything they claim to be.

  

  Business Response

  Date: 09/23/2022

  I have sent the following email to the customer:

  Note we have been in contact with him.

  I am reaching out to you to let you know that we are aware
  of your concerns that GoNetspeed is not providing the speeds we advertise.I can assure you that the entire GoNetspeed team is
  committed to your satisfaction as well as providing you with a service that matches
  your expectations.  Everyone at
  GoNetspeed is committed to making our customers happy.  I have researched your tech support case and
  it looks like we spoke to you on 8/19 to review speeds and it looks like the
  case reflected that you were ok.Yesterday, another case was opened that you are not satisfied with the speeds.

  There is a comment from our tech support:
  “when installed was getting 700mbps on every single device,
  now getting 200, found beacon 2 was only capable of 600mbps online”
  Once we received that, our field technician Javier was
  dispatched and tried contacting you twice by phone but could not reach
  you.  He wants to come onsite to assist
  but does not want to do so without permission.
  We are having someone else reach out to you again today.
  As far as the equipment and service goes, our Beacon 2
  router is capable of nearly a full gig throughput wired (nearly because there
  is overhead for packet encapsulation) and nearly 700meg wirelessly.  I also understand you have a mesh unit which
  is wireless, and if you are connected to that, you may see speeds of 600-700
  wireless (assuming no interference)
  Please understand that GoNetspeed prides itself on customer
  satisfaction and our responsiveness, and everyone here wants to provide you the
  best possible service which is why I am reaching out to you directly to ensure
  that you have all the support you need.
  Please feel free to let me know what else we can do to assist.
  The last thing any of us want is a customer that is not satisfied.  I am also going to include this on the BBB
  complaint as an update.
  Please feel free to contact me,
  Thanks,
  Tom

  Customer Answer

  Date: 09/27/2022

  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,
  
  ***** ********