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:03/07/2025

  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.

  Well, we decided to try Omni Fiber for our cable and internet needs. In trying this company we encountered several issues that we feel they refused to correct, until we were finally told that some of our televisions were not compatible with their service. This was only told to us after day 3 of trying to connect all of our televisions to the service. The sales representative who was here to speak with us about this service and enrolled us offered to come and help connect the televisions. After we committed to the service the sales rep refused to answer his phone and was no longer able to be contacted. We feel that after paying the money for the services and getting the run around with any help that we needed, we feel as though Omni Fiber scammed us out of our hard-earned money and is not a reputable company that should be in business and dealing with the public. It is an outrage that the public has to deal with such unprofessionalism that was shown to us. Thank You very much for your time and have a great day!

  Business Response

  Date: 03/11/2025

  Ms. ****,

  Thank you for taking the time to leave us feedback.  I was trying to access your account but could not find you in our customer data base.  I left a voice mail for you to call me so that we can get this resolved. I will reach out to you again today. 

   

  Thanks 

• Initial Complaint

  Date:02/28/2025

  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.

  I received a text message stating that my internet was being paused until I pay an unpaid balance of over 900$. I called omni fiber immediately thinking this was just a mistake, seeing that I have automatic payments set up via my primary checking account and have never been notified that there were any issues with payments. After speaking to a representative I find out that my account has not been paid since May of 2024 and that I do indeed have an outstanding balance. I ask them how can this be because I have automatic payments set up with a valid ***** banking account, my internet has not been shut off until this day 2/27/25 and I have not been contacted via any forms regarding issues with payments. The representative goes on to tell me that yes it does look like I have not been contacted via any forms regarding payment issues and my service should have been paused after 25 days of no payment. I offered to make payments to get this resolved even though I had no idea this service had not been paid due to no communication or service interruption. She stated she would look into some sort of resolution. I hear back the following day that there is nothing they can do until I pay the 900 plus dollars. My finance works from home and we need the internet access for our lively hood, I expressed that I would like to come to some sort of agreement but I cannot pay the full unpaid amount at this time, but I was willing to make payments to get his resolved, but that I need my internet available at this time. They continue to apologize and admit that this was a flaw in there system, but that they cannot provide me with internet service until the full amount is paid. I have automatic payments in place for this reason. They failed on there end to notify me that they were issues with payments, they failed to disconnect service, and because of there unorganised billing systems and customer service we are left with no internet and a large unexpected bill.

  Business Response

  Date: 03/02/2025

  Thank you for reaching out and providing us with valuable feedback.  Keisha will reach out to you to look into this case and get back to you. 

• Initial Complaint

  Date:01/28/2025

  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.

  On January 26th 2025 Omni Fiber took 75.00 from my bank account for services that I no longer had. A total of 9 documented call attempts were made by me to Omni in attempts to ensure that because I had no access to their services I would not be charged. Every agent told me the same thing, "our systems are down. we have no access to accounts. you will not be charged". On 1/27 when I saw I was in fact charged, I called again to which I was told a refund of 75.00 was attempted however could not be processed due to "an error in their billing ticket system". I was told I would get a call back on 1/28 and an email with instructions on where I could send the equipment. Neither of which happened. This company is incompetent, has taken my money when I am not receiving services and continues to pacify me each and every call.

  Business Response

  Date: 01/29/2025

  We sincerely apologize for the recent downtime and any
  inconvenience it caused. Our team worked diligently to resolve the issue, and
  we’ve implemented measures to prevent future occurrences. Your trust is
  valuable to us, and we’re committed to providing reliable service.  We have processed your refund and will be in your account in 5-7 business days. 

  We appreciate your feedback.   

  Customer Answer

  Date: 02/06/2025

  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, reasons for rejection are included below.

  
  

  (I never received refund. I called 2/4/25 and spoke to their team again and said I would recieve refund no later than 2/5. As I write this, it is 2/6 and I still do not have my refund. I also noticed on my online portal with OMNI that i am still set up for automatic payments to be deducted from my account. I am requesting that my bank account be deleted from their system once they return me the 75.00) 

  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 02/10/2025

  Afternoon,

  Your $75 credit was applied to your bank on 2/13.  It takes 5 business days to reflect depending on your financial institution.  I have sent you a screenshot of your invoice that has your credit.  

   

  Thank You.  

  Customer Answer

  Date: 02/14/2025

  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, with the exception that they still have not removed my bank account from their site.  
  
  
  
  Regards,
  
  
  
  ******** ********
  

• Initial Complaint

  Date:01/19/2025

  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.

  Have not had Internet for 2 days. They have not sent anyone to repair the problem. No customer service people available on the weekends and refuse to send an email so that I can provide my work from home employer with proof of outage. There's no communication or any information being provided on why we can't access our internet. I want my monthly bill refunded and a letter to provide to my employer.

  Business Response

  Date: 01/21/2025

  Over the weekend we
  experienced a significant systems outage that affected our CRM (Customer
  Relationship Management) system, website, and some of our network
  elements.  This severely limited our ability to contact customers, answer
  questions, or handle basic issues during this time.  While most customers
  were down for less than an hour, about 5% of our customer base lost service for
  much of the day on Saturday.  In addition, multiple customers are still
  without service as I write this.  We anticipate that most of the remaining
  customers without service will be restored this evening.  There will be a
  small number of instances where remote troubleshooting and possibly a
  technician dispatch will need to occur to rectify the remaining
  issues.   Our team has been working around the clock to get back to
  normal operations.  The CRM system experienced the largest impact and will be repaired over the next couple days.  Until then, our focus is to
  get existing customers back in service and then resolve credits, billing
  issues, etc.  I deeply apologize for this incident and will be back in
  touch with a more proactive message in the coming days.  Omni Fiber
  appreciates your business and hopes you will be able to give us a chance to
  make this right and keep your business.  

• Initial Complaint

  Date:12/03/2024

  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.

  I set up for installation on November 12th and paid for service. They still haven't came out to fix the service. Called and spoke to the area supervisor who told me he would personally handle the situation and come out here. Called him back for him to have lied and said that he will be calling the construction supervisor the next day. Weeks later and call them now they still haven't set up a date for the construction crew to come out and never did the area supervisor contact them to schedule an appointment. This company has no morals and no one is held accountable for not doing their job. Emailed corporate and said I would be contacted, if they called they never left a message. This company is a joke.

  Business Response

  Date: 12/06/2024

  Dear *** *********, 

  We're sorry for your experience. Your feedback is
  invaluable in our quest for improvement.  I am looking into this and will reach out to you.

   

  Thanks 

  Customer Answer

  Date: 12/16/2024

  
  I'm sorry for the late response but no I have not talked to anyone from Onmifiber and nothing has
  been done about them fixing or finishing what they are supposed to. 

  Business Response

  Date: 12/18/2024

  Morning *** *********,

  We take all feedback seriously.  We're genuinely sorry to hear about your experience with us.  Please accept our apologies for the inconvenience.  In order for us to provide you with blazing fast internet service, our construction team needs to dig underground to perform upgrades. We are working with the city to secure the proper permits.  Until the city grants the permits, we are not legally permitted to complete the project.  Our team is working with the city to secure the proper permits.

  I have also reached out to you and left you a voice mail with my contact information.

   

  Thanks 

• Initial Complaint

  Date:11/23/2024

  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.

  In September of 2024, I enrolled in Internet Service through Omnifiber. The sales person sold me the 1000 mbps plan per month with a discount for automatic payment. At first I did get the advertised speed, however, within a few days I began calling because I was getting drastically slower speeds. First these were 400 mbps and then about 90 mbps. Ultimately I had to deal with tech support on multiple calls on multiple calls. They attempted fixes but it resolved with them telling me i had to request service at a fee of about $170 for the tech visit. There website promises a 30-day money back guarantee. After several additional phone calls, with extended wait times, I was told that it is only advertised up to 1000mbps, but that it could be anywhere in there including 94 mbps. I then stated I first would have signed up for the cheaper 500 mbps plan if that is really what they could provide. They then said they would refund the first month. They instead credited me for this month and billed me at the full rate for October when I asked to be moved down to the 500 mbps plan. Now they wanted me to buy a $5 per month maintenance insurance fee to cover a tech visit maybe. This is a clear case of bait and switch.

  Business Response

  Date: 11/25/2024

  Dear Mr. *****,

  We are sorry for your experience.  Your feedback is invaluable in our quest for improvement.  I will reach out personally to get a tech visit to your home so that we can fix the problem.

  Thanks,

  M*** A********

• Initial Complaint

  Date:11/19/2024

  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 am not an Omni Fiber customer. Omni Fiber is installing new lines in our neighborhood. Omni crews damaged the gas line at *** ****** *** ********** ** on Tuesday, September 10th. I have attached photos of the fire department at my property as a result of the damaged line. We were required to have *********** Plumbing come out to fix a gas connection as a result of the incident. Receipt for completed work attached. Please mail a check of $306.50 to the circled address on the payment receipt.
  
  I talked to a gentlemen at Omni, Perry B*****, who stated that I should file a claim with ******** ***.
  
  I did not damage the line. ******** *** did not damage the line.
  
  I was not there when the damage occured but I was informed that the crew hired did not speak English and were digging too deep. I am requesting reimbursement for the repair bill.

  Business Response

  Date: 11/21/2024

  Dear *** ******,

  Thank you for
  reaching out and providing us with valuable feedback.  Our team has investigated this matter and a check for $306.50 will be mailed to your address.  We are sorry for the inconvenience this has caused.  Don't hesitate to reach out to me if you have any questions or concerns. 

  Thanks,

  Mark A********
  
  

   

  Customer Answer

  Date: 11/29/2024

  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. 

  I am awaiting the check.

  
  Regards,
  
  
  
  ****** ******
  
  

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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.

  Service support sucks I have no internet and no way to contact them, the phone # is a loop.

  Business Response

  Date: 11/15/2024

  *** *****,

  We are sorry for the inconvenience. Your feedback is invaluable in our quest for improvement.  I appreciate you giving us an opportunity to address your concerns per our phone conversation this morning.   We are having a technical supervisor reach out to you this morning.  

  Thanks Again.  

• Initial Complaint

  Date:10/16/2024

  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.

  From day one of installation there has been issues with speed, equipment, and more. When calling to resolve this you are told they need your card expiration date and pin number (not). Now less that a day late they disconnected illegally ALL services including phone and 911 emergency services (illegal) on my home phone. Their number is disconnected and unable to call in to solve. All payments have been paid in full, and they won't release the phone number to port somewhere else (also illegal) I demand a FULL refund of ALL services and a release of my number ASAP!

  Business Response

  Date: 10/18/2024

  Morning - We are going to reach out to you to get further details.  We don't have notes that you have issues with your account.  

• Initial Complaint

  Date:10/02/2024

  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.

  Omni Fiber hired contractors to install their service in our area. During that installation the company doing the work pulled our county property survey pin. I filed a property damage complaint to Omni Fiber on 9-16-24 and they have yet to reply to me. I also called their customer service line approx. 2 weeks after the complaint filed and the department who handles the complaint refused to speak to me. I was notified by the support agent the department knew of my claim and would contact me. I have yet to be contacted. I need this issue resolved ASAP as we are no in need of a new property survey at the expense of Omni Fiber.

  Business Response

  Date: 10/03/2024

  Dear *******, we're disheartened to read your review. We're committed
  to rectifying this. Kindly contact us so we can address your
  concerns.  Stephanie from our construction group has left a voice message and email.  Please reach out to her so that we can address this.