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:02/14/2023

  Type:Product 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 am being billed monthly for internet service provided by wivalley through gonetspeed. My service is so unreliable I have to keep a dsl hook up through *******. How can they bill me for a full month's service when it's only available when the weather is good. They call me all the time, gonetspeed, but nothing gets resolved. They even told me to call wivalley directly because they're not getting a response. I have called and i never get a response, EVER!! When it works it's great just doesn't work. How can they keep charging for a full month's service when it only works half the month. I give up PLEASE HELP!

  

  Business Response

  Date: 03/08/2023

  Hello Tim,

   Your service has a max throughput of 12meg down and
  2meg up. Those speeds are possible under ideal conditions (without
  interference).  Often interference plays a role in the performance which is
  why it may seem as if it is not working. In addition, having two or more
  TVs streaming at the same time with this service is maxing that service
  capacity even while conditions are ideal. Since you are utilizing the max capacity of this product, as
  much as we would love to help you further, we do not have the ability to
  provide you with a more robust or higher speed service and suggest you explore
  other internet options in your area. We are glad to keep you as a customer and provide a $10
  credit each month to address the product limitation, but we cannot provide a
  higher speed or more stable product in your area.

• Initial Complaint

  Date:01/19/2023

  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 this problems for about 6 years. Internet goes out every hour on the hour. I have made several complaints to tech service and nothing been done to fix this issue. I have been through several modem replacements and nothing is resolved. I am being charged an incredible amount of money to have spotty internet service. On top of the spotty internet, I am suppose to get at least 940 mb/s service (Which again I'm paying nearly $120 a month for), but i can barely hit 500. I would like BBB to help me resolve this issue since I cant get the issue resolved with myself alone.

  

  Business Response

  Date: 01/30/2023

  A member of our Tech
  team ran Wi-Fi speed tests on the customer’s equipment. The equipment provided
  by GoNetspeed showed sufficient speed results, however we learned that the
  customer was using an additional router, which was negatively impacting Wi-Fi
  speed. We reviewed this with the customer and he decided to disconnect the
  second router. GoNetspeed is sending the customer a Beacon. Once installed, our
  team will do a follow-up speed test.

  

  Business Response

  Date: 02/27/2023

  Our team has addressed the main issue which was determined to be two
  routers hooked back-to-back. When moving the customer to a single router the router would only put out 500mb. The customer upgraded to a GoNetspeed combo and has
  had no issues since the upgrade. The modem was checked 02/27/2023 and no drop was observed. Records show the modem has been at speed and performing for the past six days. Customer was contacted on 02/23/2023 and reported service had greatly improved and is working well. 

  Customer Answer

  Date: 03/02/2023

  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:01/17/2023

  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, 
  
  ***** *****