Complaints

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:08/18/2025

  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.

  Greenlight Netowrk showed up unannounced twice to my property to install fiber cable after I was told I would be notified.
  
  During their installation they damaged my invisible dog fence system which required me to pay close to $100 to repair.
  
  The company has hung up on my multiple times while trying to contact an escalation manager to get compensation for their negligence. I still have yet to hear back from anyone in the company regarding my complaint while still being out almost $100 on repairs.

  Business Response

  Date: 08/21/2025

  The escalation for this customer has been resolved. The contractor will be covering $75 for the repair and providing the customer with a $200 gift card as compensation for the inconvenience.
  

  Customer Answer

  Date: 09/05/2025

  Consumer left voicemail:  I did receive the check, and it actually just cleared today. So I have been compensated for, the issue. 

• Initial Complaint

  Date:08/15/2025

  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.

  Greenlight network had trucks pull up in front of my driveway. They started working on the lines to my house without my permission or any prior notice or warning from the company. I lost power multiple times. Someone was climbing the side of my home without my permission. It looks like they did damage to the lines on the side. There is debris below where they were climbing. The men working on my property without my permission were blasting music yelling and shouting as I tried to work as well.

  Business Response

  Date: 09/18/2025

  We recommend that customers experiencing service-related concerns contact us directly so that our Construction Team can become involved and follow up as needed. Based on the phone number associated with this account, we do not see any record of an attempt to reach out to us regarding this matter.
  We want to emphasize that we are more than willing to work with the customer to resolve this issue. If the customer contacts us, we will promptly involve the appropriate team to review and address the situation.
  For assistance, the customer may reach us at ###-###-#### or ******************************, and we will be happy to help.

  Customer Answer

  Date: 09/18/2025

  Better Business Bureau:I did call the business twice so they are lying but I do not care enough to move forward.
  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:08/13/2025

  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.

  Okay where do I start I placed an order on July 7th 2025 I used the promo code to get free installation they didn't come out until the end of the month to set up the outside install and then I didn't have service installed until the 3rd of August on the 8th of August I got a notice of non-payment I reached out to customer service was told not to worry about it that I can pay it when I got paid because I just started my service fast forward to today August 13th and I just got a disconnect notice stating they're going to charge me an extra $75 to reconnect my services which by the way I haven't even had for a full month I am being billed for a full month and a prorated week I'm being billed for a month that I haven't had service and I'm being charged installation fees when I use the promo code to have free installation fees I've reached out to customer service multiple times I get the runaround no one wants to help me if I would have known this is how they treat their customers I would have never switched to them their fees are ridiculous and the way they do billing is not okay being billed not even a week after having services stalled seems a bit sketchy to me and of course no one will take my calls

  Business Response

  Date: 08/15/2025

  Dear Mr. ***********,
  Thank you for bringing your concerns to our attention. We understand how important it is for our customers to have a clear understanding of their billing and account status, and we appreciate the opportunity to address your concerns.
  Our records show that your service installation was completed on August 4, 2025. As explained during the order process and in our Welcome Email, your first bill includes two components:
  Pro-rated charges for the period from your installation date through your established billing cycle date, and
  The first full month of service billed in advance in accordance with Greenlight Networks’ billing policy.
  In addition, you used a promotional code for free installation, and that credit was applied to your account on August 15, 2025. No installation charges have been billed to you.
  We have made multiple attempts to contact you by phone to review your bill and payment options, but we have not received a response. At this time, your account remains past due, which will generate late and reconnection fees as outlined in our terms of service. We would like to work with you to avoid service interruption and additional charges.
  We encourage you to contact our Customer Service team at ###-###-#### or ****************************** at your earliest convenience so we can review your account in detail, discuss payment arrangements, and ensure you have a clear understanding of your billing.
  We value you as a customer and hope to resolve this matter promptly.
  Sincerely,
  
  Greenlight Networks

• Initial Complaint

  Date:08/12/2025

  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.

  Advertised $100.00 off installation (aka free installation) but wouldn't honor it and said they have no recollection of us receiving that promotional email. Charged us blindly for the install. Won't return our calls now.

  Business Response

  Date: 08/14/2025

  We appreciate the opportunity to address this matter. The customer contacted us regarding an advertised $100 off installation promotion, which they believed should have applied to their account. After speaking with Chris, our supervisor, we reviewed the account and determined that a full credit for the installation fee was appropriate.We subsequently contacted the customer by phone to inform them of the resolution. During that conversation, the customer confirmed that they were satisfied with the outcome and stated that everything else with their service was satisfactory. We are pleased that the matter has been resolved and appreciate the customer’s willingness to work with us toward a positive outcome.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Gln install services ruined front of my lawn, where lawn mower cant safely cut lawn there anymore. I had to get services done to make it safe again. Had to get lawn rolled also. I called a few times and was promised compensation for the damages. Each promised call back from manager to offer compensation didnt materialize.

• Initial Complaint

  Date:05/21/2025

  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.

  Poorly done and incomplete installation. Sent photos and information to business; got note they would send a supervisor on April 21st but they have not. Proper silicone or grommet not used to plug hole that was drilled, despite being told this would happen and asking twice during install. House exterior shingle damaged by installation and I was not informed of it, and was lied to at start of install that insurance would cover and cost to repair damage caused by technician. Beam in my house was cracked due to improper use of overly large #10 screws without pilot holes, to hold fiber that weighs almost nothing. The technician finished one hour early, so there is no excuse for this sloppy work and lack of care. I am demanding that I be refunded any installation charges and not be charged any thing for install upon resumption of the contract. I regret inviting this installation technician into my home for the install and now am responsible for fixing the problems they caused.

  Business Response

  Date: 06/10/2025

  After meeting with **** *** and addressing her concerns, she agreed to
  a $100 credit for the damage to the asbestos siding. Her other concerns about
  the silicone and the way the line was run in the basement were also addressed
  when we met with her. A check needed to be issued because she does not have an
  active account.

• Initial Complaint

  Date:04/26/2025

  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.

  In January I ordered greenlight networks to install their internet service in my house. Free install and free first month. 2 installers came to my house on Feb 6. After they left I checked what the did and seen the damage to my siding. I called greenlight right away. I eventually got a call from the installers supervisor. There we agreed I would get a free month. 1st invoice I paid. 2nd invoice was my first free month and they charged me the 3rd invoice april 15. April should have been the agreed upon amount. I contacted greenlight april 16. They've since said my ticket was resolved. It has not been they failed to do what they agreed. I now want their insurance Information so I can put a claim to the installers insurance.

  Business Response

  Date: 05/05/2025

  Hello
  *******
  Thank you for reaching out to Greenlight Networks.
  We have received your BBB Upstate New York complaint (#********) and have
  thoroughly reviewed the matter with both our Field Operations and Customer
  Service teams.
  Upon investigation, we confirmed that the credit
  for one month of service had not yet been applied to your account. As
  previously communicated by our Field Operations Supervisor, we have now issued
  a $55 credit. This will be reflected on your next billing statement.
  We will be responding to the Better Business Bureau
  to indicate that the matter has been resolved. 
  If you have any further questions or need
  additional assistance, please don’t hesitate to contact us.
  
  
  Sincerely,
  Greenlight Networks Support

  Customer Answer

  Date: 05/15/2025

  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.
  There really is no other way my house was damaged besides your installer. My backyard is fully fenced in and he was the only one back there.  55 dollars wouldn't even cover the paint I now have to buy. This is horrible customer service. Worst I've ever dealt with. Since April 16 no one has returned my call to speak to me. I honestly can't stay as a customer
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  Date:03/04/2025

  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.

  My checking account was recently closed due to a number of fraudulent transactions and activity, resulting in a single payment being returned to Greenlight Networks. The payment was replaced within an hour of being returned. Despite this, I was assessed $75.00 in fees due to this banking situation — two “reactivation fees” charged 10 days apart, when the service was not reactivated twice within 10 days, plus the “returned item fee”. I’m unsure how Greenlight can substantiate charging 50% of the monthly service cost in “fees” all over one returned payment, especially since it was out of my control. In addition to this, Greenlight has removed my ability to link my new checking account with autopay, even though there was only this one single returned transaction. I attempted to resolve this with customer service, however they were not interested in assisting me.

  Business Response

  Date: 03/11/2025

  Dear
  Ms. *******,We have received your escalation and complaint filed
  with the NYS Better Business Bureau regarding the billing for account ****** and
  the numerous incurred fees.   In your complaint, you request a refund of $225, which appears to be the amount of fees you have incurred on your account
  as a result of declined payments and account shut-offs for non-payment ($75)
  plus the cost of your internet service for a 2-month period of time ($150).Based on our review of your account, which is due on
  the 22nd of each month, we see the following history of repeated
  late payments, declined payments, and returned bank payments for insufficient
  funds:November 22, 2024 – payment dueNovember 25, 2024 – payment was declinedDecember 2, 2024 (11:25am) – account locked for non-payment December 2, 2024 (3:43pm) – past due balance paid, as a courtesy $25 reactivation fee was waived since this was the first time your account was shut off and reactivatedDecember 22, 2024 – payment dueDecember 27, 2024 – payment was declinedDecember 31, 2024 – past due balance paid January 22, 2025 – payment dueJanuary 24, 2025 – payment declinedJanuary 30, 2025 (10:10am) – account locked for non-payment January 30, 2025 (11:27am) – $150 payment processed; account unlocked and $25 reactivation fee appliedFebruary 5, 2025 – $150 payment from January 30, 2025 was returned for Non-Sufficient Funds, $25 bank fee that was charged to Greenlight was applied to accountFebruary 6, 2025 (10:05am) – account locked for non-payment February 6, 2025 (4:50pm) – customer made payment in portal, account unlocked and $25 reactivation fee appliedFebruary 22, 2025 – payment dueFebruary 28, 2025 –  payment declinedMarch 4, 2025 (10:14am) – account locked for non-payment March 4, 2025 (after account was locked) – customer requested break-down of bill charges and inquired how to cancel accountAs the account history above shows, your account was
  delinquent in payment every single month since you commenced
  service with us in November 2024.  In
  virtually every instance, despite several notices from Greenlight that your
  account had not been paid, you failed to make the requisite payment until
  Greenlight was forced to take action on your account and lock your
  account.  Even when you made payment at
  that time, your payment was, on at least one occasion, then returned for
  non-payment.The first time your account was locked in November 2024,
  we waived the reactivation fee as a courtesy to you. However, you have been
  charged a reactivation fee each successive time that your account was locked
  for non-payment, including the most recent charge on March 4th. We have also
  passed along the $25 insufficient funds fee that we incurred from the bank, and
  applied it to your account.According to our standard payment terms, if your
  service is locked for non-payment, you are charged a reactivation fee at the
  time that you make your payment and reactivate your service.  We will also bill any fees that we incur from
  the bank due to insufficient funds. We offer a 7-day grace period. In this
  instance, each time your account became overdue, you were afforded a 7-day
  grace period, and when payment was not made after that grace period, it results
  in the lock on your account for non-payment.Thank you for being a valued Greenlight Networks
  customer and expressing your concern via the Better Business Bureau.  Unfortunately, we will not refund you the $225 for
  the fees that were incurred on your account. Michele G********Director of
  Customer Experience

• Initial Complaint

  Date:02/05/2025

  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.

  Contacted Greenlight on behalf of my 81 year old mother-in-law. She was bamboozled into signing up for Greenlight (she already had ******** internet and TV). Greenlight told her that she could "still get TV". What they didn't tell her was that she couldn't get local TV, which is all she wanted, without paying for an additional streaming service. Greenlight installed on 1/10/25. I called on 1/13/25 to cancel their service, as she didn't need it in the first place and it would be more expensive than her ******** service. They insisted there would be a $100 fee to cancel. I asked them to consider this was an elderly woman, on very limited income, who had no idea what she was signing up for. I explained that this is an elderly woman who didn't need their service in the first place and didn't have the money to pay for services she never needed. "Kyle" listened and said he would present this to his supervisor and get back to me. No one got back to me and I had to chase them down for a response, the response being nope, we can't help you and you still have to pay the $100. And then two weeks later, my mother-in-law gets a bill and not only do they want the $100, they want the full first month's fees of $55! They are totally ripping off an elderly woman with very limited income who should never have had this service installed in the first place, and they knew that! They lied to her when they said she could get her TV through Greenlight. They do not carry her local news channels which is all she wanted in the first place!

  Business Response

  Date: 02/10/2025

  We have received your BBB Upstate New York complaint (#********) concerning the service at ** ******** *******
  After reviewing the matter, we have removed both the installation fees and service charges for the two weeks the account was active. The card on file has not been charged, and the account has been disconnected, canceled, and cleared.
  We regret that the salesperson did not fully explain the service capabilities, leading to a less-than-ideal experience.
  Please feel free to reach out if you have any further questions.

  Customer Answer

  Date: 02/11/2025

  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:08/20/2024

  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.

  You scheduled maintenance that will disrupt service for an entire day, yet provided less than 48 hours’ notice. Despite this, we are still required to pay for services we won’t be receiving. In the past, maintenance was done overnight, minimizing impact for those who work from home. This recent approach is frustrating and inconvenient.

  Business Response

  Date: 08/21/2024

  Hello ***,Thank you for reaching out through the BBB and for
  escalating your concern to us.I understand your frustration regarding the scheduled
  maintenance, which is set for tomorrow during the day. Due to the nature of the
  work, which involves accessing backyards and poles, it cannot be performed
  during our usual overnight hours of 12 AM to 6 AM for safety reasons.We apologize for the shorter-than-usual notification time.
  This maintenance is essential to ensure our infrastructure remains reliable and
  to prevent future disruptions. We strive to conduct such work during overnight
  hours whenever possible.We acknowledge your concern about paying for a service that
  will be temporarily unavailable. Based on your current Basic plan at $55 per
  month, your daily cost is approximately $1.77, or about $0.07 per hour. We
  anticipate a downtime of approximately 5-6 hours, and I would be happy credit
  your account for this period, once the maintenance is complete.Thank you for your understanding. If you have any further
  questions or need additional assistance, please feel free to reach out.Kind Regards,Greenlight NetworksMichele G********, Director of Customer Experience