ComplaintsforBuckeye Broadband

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Monday March 25 2024 I call representing ********* ****** ******** LLC to request a change of entity of business. No problems at this point. Tuesday March 26 2024. Email has been received from buckeye cable systems stating they need the new entitys (********* Gardens LLC) owners email address and were adamant that the entity’s email address was not sufficient. I then stated that this email was submitted upon the entity’s regulating partners wishes. Lisa the buckeye commercial representing changed her attitude to that of a angry 1st grader and told me in a very non professional manor that this email *********[email protected] would not work because it needed to be the owners personal email. Odviously she dosnt know how an LLC works. I have made numerous requests to change the service entity’s name and get the form needed to do so. I have gotten no response from the Buckeyes representatives. Please help. I will also be filing a complaint with the attorney general division of consumer protection. I would like to get this resolved asap Thank you John Monnette Manager ********* ****** ******** LLC

  Business response

  04/12/2024

  Buckeye Broadband reached out but has not heard back from the customer. The Business department can be reached at *****************************. Thank you.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for their internet service for $39.95 per month for a 2 year contract. I ask if equipment was included and the Buckeye broadband associate that was working and she said yes. I ask are you sure and she asked another associate manager and he said yes also. I also ask about the $200.00 gift card and they told me that it would be included. I received my 1st bill from Buckeye broadband and there was a charge of $16.95 for equipment. I went back to Buckeye broadband in Holland Ohio to inquire why there was an equipped charge and they said it was not included in the 39.95 internet package. I told them and pointed to their associate who told me that it was included and said then she lied to me. They then credited my account the difference, I’ ve been back additional time for the credited difference. The last time I was at Buckeye broadband in Holland Ohio they told me that they were not going to honor the $39.95 promotion that I sign up for. I told them that I canceled TMobile $50.00 internet service to go with Buckeye service for $39.95, why would I sign up for Buckeye broadband service and pay more if their equipment if it wasn’t free. The bill that I just received for $58.30 has the equipment charge for $16.99 I have not received my gift card for $200.00 I would like for Buckeye broadband honor their the service that I signed up for.

  Business response

  02/27/2024

  Buckeye Broadband resolved this case and spoke with the customer yesterday. Please reach out to ******** ******* for further questions, ************. Thank you.

  Customer response

  02/27/2024

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In the process of switching phone carriers and internet service carriers, Buckeye has failed to release the phone number so it can be ported. I have called them several times, and they state the number can be ported as it is not frozen. I asked them to close the account on 12/30... shortly after, I became aware the number had not been ported. After three weeks of calling back and forth, I was advised the number was free to be ported. Fast forward 2 weeks, and we found out the number could not be forwarded due to the number being frozen, and then closing the account. I returned to ask that the phone be reactivated so the number could once again be ported. The person turned it back on and advised it was good to go for them to port. This should have taken a couple of days, but the number was actually still frozen (unavailable to port). A few days later, Buckey placed my account on hold for non-payment. I did not have a bill, and the account was set for auto-payment; this was in place for several years, so again, the phone number could not be ported since Buckeye froze it, and there was no notification after the account was reactivated, I did not receive a modem, so I could not use my phone number. Buckey then proceeded to charge a late fee; when I called to question the number not being ported, they advised the account was in arrears. The bill was not due till 1/25 but was in arrears as of 1/12 and was not activated till 1/14. I received a credit for the late fee and was told it was my fault. I am unclear on how to know the inner workings of another company's billing system. weeks after that 2/1, I was told the auto payment was not active. for this bill. I got online and paid what they said was due - the late fee they reversed. They charged me a reconnect fee and billed me for the next month's service. So they do not want to reverse the recon fee and feel I should pay full price for a phone line I cannot use. when the whole time it should have been ported

  Business response

  02/19/2024

  Buckeye Broadband resolved this case. If you have further questions please reach out to ******** *******, ************. Thank you.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a customer of this internet business. They had an unlimited data listed on their website for $75 a month. This included unlimited data at a download speed of 100 mbs. I called in to have them change my data plan to this three separate times. Each time, their representatives said they won’t do this because the plan was going away. I argued that the plan is still on their website and that I’d like to speak to a manager to find a solution. A week later, a manager had still not called. I reached out again and was connected to a manager. Of course, in the week they spend ignoring me, they removed the plan in question. The manager was aware of my prior calls and the plan and pricing I wanted. That being said, they are only offering temporary credit for “inconvenience”. This is extremely unethical of them and I am extremely dissatisfied. I want them to make this right. If they aren’t able to, I want other consumers to know they should stay way from such an unethical business.

  Business response

  02/07/2024

  Buckeye Broadband reached out and left a message. Please contact ******** ******* for further information, ************. Thank you.

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Whenever I call the number provided for ********, I’m taken to a nondescript voicemail that reads off a different phone number. I called Buckeye directly and was told that they are unable to transfer me to ********. I’m frustrated because communicating with the staff at Buckeye is as difficult as ever and they’ve yet to provide me with a solution to their unethical business practices. 
  
  Regards,
  
  ****** ******

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:  After being unable to reach them after multiple phone calls, they did finally return my call. That being said, the agent that called me acted like she had never heard of my request or any of the past conversations I’ve had with her team. When I asked her if the reason she was calling me was due to my BBB complaint, she said yes and seemed to remember more of the reason I called in originally. Ultimately, she was not able to provide any assistance, and really didn’t seem like she knew what was going on. She acted very confused and defaulted to the fact that the “the Powers that be” will be the ones that have to review my request. I’m very frustrated because I keep going in circles with every agent that I speak to, even though I know that they have my calls recorded and all the notes associated with my profile. All in all, I want my BBB complaint to read that Buckeye has certainly not done anything helpful in regards to finding a resolution to my original issue. 
  
  Thank you,
  ***
  
  Sincerely,
  
  ****** ******

  Business response

  02/15/2024

  Buckeye Broadband resolved this case and spoke with the customer. Please reach out to ******** ******* for further information, ************. Thank you.

  Customer response

  02/19/2024

  
  Better Business Bureau:
  
  Buckeye did end up fixing my plan. By fixing, I mean I was finally granted the plan I originally asked for. I’m dissatisfied with the overall experience and the time it took for my problem to be solved, but I am satisfied by the resolution we eventually reached. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled my phone service with Buckeye early in Dec 2023 and switched to ******** It took me many phone calls to both company's to accomplish this. Each timei was assured that it would be done by both companies. I just realized that Buckeye has been charging me for equipment and services I did not use at the end of Dec and Jan ****. I have since contacted them and they assured me it was canceled, but they could not refund the payments taken out of my bank account. Please see what you can do for me.

  Business response

  02/08/2024

  Buckeye Broadband reached out to the customer and resolved this case. Please reach out to ******************************* for further information, ************. Thank you.

  Customer response

  02/09/2024

   
  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.
  
  *******************************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had paid $219.96 my bill total was $400 after I pay the 216 my balance is 235 for past due my new Bill had printed now it is 397.71 they told me I had to pay $137.97 after I had got my cable services disconnected because I didn't want them anymore I just kept the internet so when the new bill printed out it's $397.71 now they want me to pay $260 after I was told for 3 months in a row that I would only have to pay $137.97 I had called and asked them today they told me oh you don't have to pay the whole 397 you just have to pay $260 okay but I was not told that for 3 months in a row I was towed to pay the 137.97 I even paid over $200 last month for this bill now they want me to pay almost $300 my bill is only $137.97 I understand I owe a past due amount but why do they sit here and keep telling me just pay $137 and when I try to pay it they threaten to shut me off I asked to speak with the supervisor today and I was denied to speak to a supervisor from buckeye broadband I've been having these problems with them for years and it's not fair at all they do not resolve any issues they either hang up on you or put you on hold and then hang up either way you look at it you get hung up on

  Business response

  01/26/2024

  Buckeye Broadband resolved this case. Please reach out to ******** ******* for further information, ************. Thank you.

  Customer response

  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to port out my phone number since 21 Dec 2023. Buckeye claims that there is not a freeze on the line. I have had two companies, Ooma & NumberBarn, attempt to port in the number from Buckeye. Both claim that Buckeye refuses to remove the freeze. I've spoke with Buckeye 10 times and their reps insist there is no freeze. They refuse to provide me with any escalation path to help resolve this persistent issue. I have filed an FCC complaint.

  Business response

  01/12/2024

  Buckeye Broadband approved Onvoy Port Out For Requested Due Date 1/16/2024

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buckeye did a fiber optic installation in my yard late October '23. In the process they severed the electric fence. It took four weeks for contractors to resolve but the Buckeye cable was not buried as they had to wait on that until the electric fence was reconnected. It has been 6 weeks and no one has come to bury the cable. I was just told it will be another 6 weeks because their contractors are working on other projects. However, this is an INCOMPLETE project. I have been unable to leave my dogs outside as the cable runs over the side walk and through the entire 1/2 acre backyard. This is unacceptable for a project that was unexpectedly disruptive and for which we have already been extremely patient in repair time for damages that were caused in the process.

  Business response

  01/24/2024

  Buckeye Broadband resolved this case and the drop is not buried. Please reach out to ******************************* with further questions ************, Thank you. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In June, representatives from Buckeye Broadband came to our Housing Commission to provide updated service packages to residents and employees of the Housing Commission. I met with the representative and since I was paying ALOT for cable service they suggested that I change to Buckeye Streaming Services with internet and that it would save alot of money. At the time I was paying $240.00 each month and by making the change it lowered the amount I was paying to $135.00. Now in only a six month period the amount I am paying has ballooned up to $197.00, in one month it went from $177 to $197 with zero explaination except we have experienced increases, when I quested this. I went to the Talmadge Road store today to ask for assistance and the representative was extremely rude and said, well we have had increases the program they transferred you to is only for 6 months and you will have another increase in February. When I transferred to the streaming program there was NEVER any mention that it was a 6 month price and that it would immediately jump to almost what I was paying before the switch. I have NOTHING special, basic cable and internet. This is not a value for my money and I feel duped by being told that switching would save money. The representative I spoke with at the store offered zero assistance in trying to lower the bill. I absolutely should not have this great of an increase when not one thing has changed to the package I was moved to. It is deceitful and scammy to make such a jump in price when nothing has changed. Buckeye is predatory in nature and there sales people are rude and not helpful. When I asked about alternatives, he really had nothing to offer. People who move to this community are offered deals for a year at $99.00 but I have approximately a $70.00 increase, so essentially I'm being screwed so they can have a cheaper package. Buckeye needs to stop ripping off customers.

  Business response

  01/08/2024

  Buckeye Broadband resolved this case. Please reach out to ******** ******* for further information,************. Thank you.

  Customer response

  01/09/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Buckeye broadband last week to schedule a service to get my internet set up. 12/30 was the day of the appointment and they were supposed to come to connect the internet between 10-12. Nobody ever showed up nor contacted me. After multiple attempts of contacting Buckeye they continuously told me somebody is on there way. 6P rolls around and I get a phone call stating nobody is coming and I rescheduled with a supervisor for them to come out today (12/31) between 10-12. Again, nobody showed up and after another multiple attempts to contact buckeye customer service nobody can give me an answer to why nobody has came out to connect my internet. Extremely frustrating as I have now wasted two days waiting for a service to come that never shows up.

  Business response

  01/05/2024

  Buckeye Broadband resolved this complaint. Please reach out to ******** ******* with any further questions, ************. 

*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. ↩