Complaints

This profile includes complaints for Buckeye Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Buckeye Broadband

  2700 Oregon Road Northwood, OH 43619

  
• 

  Buckeye Broadband

  3050 Navarre Ave Oregon, OH 43616-3308

  
• 

  Buckeye Broadband

  5566 Southwyck Blvd Toledo, OH 43614-1536

  
• 

  Buckeye Broadband

  4111 Talmadge Rd Toledo, OH 43623-3503

  
• 

  Buckeye Broadband

  26611 Dixie Hwy Perrysburg, OH 43551-1765

  

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:07/14/2025

  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.

  Whenever I pay my bill by phone on the due date, I am charged a late fee because their system does not recognize the bill being paid until a later date. It's getting old to stop in to a branch or call them to dispute said fee

  

  Business Response

  Date: 07/14/2025

  The payment was made the day after the due date but we did credit the late fee. Please reach out to ******** ******* for further information, ************. Thank you.

• Initial Complaint

  Date:07/03/2025

  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.

  Buckeye quoted me a price of $47 over the phone. When I received my first bill, the price was $148. I called customer service to help understand. I only requested ****. Bills after this have been various amounts, $136.01, $65.67, $85.94. 5/22/25 - $65.67 - internet I called, they have not attempted to resolve this issue. My bill should not be this high according to when service was initially started.

  

  Business Response

  Date: 07/14/2025

  Monthly bill is $46.99 plus taxes

  Removed cable on 4.23.25 and at that time she had a bill of $148.80 which she paid (late) reflecting an $18 late fee so her bill was really $166.80.

  She received credits for removing her services plus the payment that was made on the account so instead of the full $18 (for the late fee)still on the account it was $7.59.

  Her next bill printed on 5.1.25 which showed a balance of $65.67 (includes the previous balance) crediting $18 back to her which brought the bill down to $47.67 which she paid on 5.29.25 (late) which reflected another $18 late charge.

  Her new bill printed on 6.1.25 of a balance of $76.31 (which includes the $18 late fee)we have not received a payment for this which gave another late fee bringing the balance to $94.31.

   Her July bill printed on 7.1.25 in the amount of $152.62 in total (past balance, late fee, and new charges) 

• Initial Complaint

  Date:06/30/2025

  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.

  Service canceled and all equipment turned in on 6/20 for inability to resolve service issues. Continued to charge me for service from 6/24-7/23 including additional charges for a service visit to service their own equipment (5/22), unauthorized charge for doubling my upload speed (which was not requested), a second backdated unauthorized charge for doubling my upload speed (which was not requested), and an inappropriate charge for not permitting them to auto-withdraw fraudulent charges directly from my bank account.The previous balance on the statement was ****** (credit due to overpayment) which should be returned to me.The total amount in dispute is ****** (***** credit owed to me at time of cancellation, removal of ****** of new charges).

  Customer Answer

  Date: 06/30/2025

  All equipment was returned to the Buckeye store on Airport Highway in ****** on 6/20.  The store informed me that this effectively ends my account; however, I was subsequently charged for another month with dates after the turn-in date.  Additionally, i was charged an extra $50 for Buckeye trying to once again resolve their service issues.  Buckeye outsourced their support team to another country and the team is unable to resolve any issues remotely, thus always requiring an onsite visit from a technician to even just diagnose a problem.

  I attempted to resolve this issue with Buckeye customer service on 6/27 with no success.  They guaranteed a call back from a supervisor in ***** minutes on 6/27 but no one called.

  

  Business Response

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/18/2025

  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 called for my mom **** *******. When she called your customer service they sent her to the store. The store sent her to customer service. One story after another. This is how you treat old people like 65 years old. The problem is you say she owes 400 but you are missing two months in your records which total 486. Now you had shut her off and I called and talk to them yesterday and they said someone will call back in 24 hr. But you didn't do that so I called today same store.
  
  Your store gives her a different price that is on the bill when she pays it in store every month but customer service don't see that. Her bank statements reflect the whole amount. Even go the transaction numbers.
  
  Now store says that is not good enough they need their receipts. If I took this to court and the court seen she paid it what do you think that they would say.
  
  Everyone needs to know how this company cheats their customers. How they do not work with their customers. I will try this but if they can't seem to resolve anything I will take this higher in the food chain.

  

  Business Response

  Date: 06/25/2025

  Buckeye Broadband researched and worked with the customer to resolve all payment issues. Please reach out to ******** ******* for further information, *************

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: 23483631
  
  
  
  I am rejecting this response because: They did not reach out to me. It took about 4 or 5 days and numerous phone calls. Asking to speak to managers and everything else. they turned it back on for one day. Turned it off the next and wanted to charge me for it. This company does not have one employee will to do there job. They just read off screens. This could of been fast and easy if they would just work with the customer. But anymore you don't need to work with a customer for customer service. Everybody I talked to should be fired for not doing their job and helping a customer. What ever happen to the customer is always right. **** poor customer service. I am forced to have their service because this is the only service my apartment company will let in. Given a old lady a run around and had to get her son to fix it so that it got taken care of. Was that sexist because I am a women and he is a male or is it just because i am elderly. They raise your prices and don't tell you that your plan is out to date. Poor customer service. Go someone else if you are thinking of coming here. Can't look payments up in the system.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/16/2025

  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.

  Buckeye cable systems service is awful! They have taken channels away and wont adjust the bill. Internet connection is always going off line constantly telling me I dont have service when I know I do cause they have no trouble taking my $277.00 a month! Cant get another provider they all tell me that I am in buckeyes service area I really thought a company could not monopolize an area. Just not right that they ***** us on prices cause they know we have no other option!!

  

  Business Response

  Date: 06/17/2025

  Buckeye Broadband reached out but the phone number was disconnected. We emailed the customer and need her to reply so we can adjust her bill. Thank you.

• Initial Complaint

  Date:06/13/2025

  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.

  I purchased ********* services in Febuary 2025 for $100 that is good for 1 Year. In April I took in 2 computers . One to get it unlocked and to have bitdefender installed plus any other necessary things it needed. The other computer (laptop) they were not able to install bitdefender as it was not needed. Diagnostics and virus removal is included in the services along with other needed tests and services. Once I picked up both computers I tried to connect via WiFi. My password had been changed. Once I called to get that taken care of, I discovered that my computer/tablet could not be connected to the internet , either WiFi or wired connection, And I have ports that don't work any longer so I am not able to tell what ever else is wrong. I have a couple of other things that I need to have repaired but I am reluctant to take them there to be serviced after the first incident that occurred. The services are for phones and computers among other technology .

  

  Business Response

  Date: 06/17/2025

  Buckeye Brainiac, *****, has reached out twice and left messages. He left his direct cell phone number so we can help this customer. Please reach out to ***** if you still need assistance. Thank you. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23463476
  
  I am rejecting this response because:  I tried to return the call to ***** with the number that was left.  Unfortunately, the number was either incorrect or rejected . I don't know but I would like to be able to solve this matter.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/30/2025

  ***** spoke with this customer and sent the following email as a follow up: I hope this message finds you well! Thank you for allowing me the opportunity to speak with you yesterday. I just wanted to briefly recap our conversation and make sure you had the correct contact information for our department.
  
  Per our conversation you informed me that you had a **** computer that was not working and that you did not know the login password for. You brought this computer into the Brainiac Tech Hub to be serviced and *********** became necessary for the technician working on the computer to perform a clean installation of the operating system in order to remove the password lock and resolve the issues. Once you were informed that the work had been completed, you picked up the computer and upon getting to the computer home you were unable to connect it to your wireless home network (Wi-Fi). This left the computer in a state that was essentially unusable for you. (If I missed anything in this summary of events, please let me know)
  
  We also discussed some solutions to this issue. We determined that the best course of action is to have a complimentary Brainiac Home Visit, where we can assist in getting your computer correctly connected to your Wi-Fi.
  
  You mentioned that you currently have a lot going on and would like to schedule that visit after the 4th of July holiday. When you are ready, please give us a call to schedule a date and time that is convenient for you for us to come out and assist you. 
  
  The number used to schedule a Brainiac visit is: **************
  
  If you have any issues with getting it scheduled my work cell is :**************
  
  We truly appreciate your business as a Buckeye customer and thank you for allowing us the opportunity to correct any issues that you have encountered while using Brainiac services. 
  
  Have a wonderful rest of your weekend!
  

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service 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.

  In November 2024 fiberglass cable was buried. Sprinkler system had been shut off and blown out for the cold weather season prior to Buckeye burying cable. This is May 2025 when the sprinkler system was turned on, a geyser of water erupted from one of the heads by the buried cable. Upon contacting Buckeye 3 times and telling me someone will contact me in 48 hrs. to make the repair. No one has called me back from Buckeye to resolve this issue as of today. It has been several days since my last call and about 2 weeks from initial call.

  

  Business Response

  Date: 06/16/2025

  Crews were out this past weekend and resolved all issues. Please reach out to ******** ******* for further information, 419.724.8890. Thank you. 

• Initial Complaint

  Date:05/05/2025

  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.

  Buckeye Cable system forced me to go wireless. Since then they have missed appointments set up five weeks in advance to accommodate their schedule and have been a "NO SHOW" more then once with no call notification. I am trying to deal with them but they switch me over to technical support which never gives me an answer and places me on ******* truly is a very disconnected business. and maybe needs to either hire more support personnel or downsize or get out of this business all together!

  

  Business Response

  Date: 05/09/2025

  Buckeye Broadband reached out and this case is resolved. 

• Initial Complaint

  Date:04/29/2025

  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.

  I have 2 complaints about Buckeye Broadband. We signed a 2 year TV, Internet, and phone contract on Jan 2, 2024. It was our understanding that we would receive a $400 reward card. I have called two times in the last few weeks to see why we did not receive a reward card. Both times the office took my info and promised to call back, which they did not do. We would like the reward card or to have the amount deducted from our ******* second complaint is about the outsourcing of tech support. A week ago we lost connection to our tv and could not get a picture. I called tech support and was told there was an outage which would be fixed in 2 days. After 2 days I called again, was told there was no outage. After another 2 days (or so) I called for a service appointment. No tv for a week. A nice service tech just came out today and showed me how to use remote to take tv off antenna and get back to regular input. so simple. How I miss connecting to a local tech by phone who could have understood me, and advised me, and provided an easy solution. The outsourced tech center obviously was making up stories and I was greatly frustrated!

  

  Business Response

  Date: 05/05/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  Buckeye customer 25+ years, happily. The last month+, I am receiving barely 300mbs (direct cable modem intake speed, confirmed by technician in physical visit) while being charged the full price for Gigabit Internet. I attempt to calll, but their new call center has hold times of hour+, despite trying to reach someone 7 times in 3 weeks.I held for an hour at 10:30 at night, only to get utterly incompetent agent with no clue. I requested a supervisor 4 times, they told me they explained everything, the supervisor came on and had no idea what my problem was. He repeatedly tried to promise me a call back where he would honor my refund request, and resolve the issue.He finally scheduled a tech the next day, but refused to issue the credit immediately ( I have had them promise credits many times and never follow through!), saying he would personally call me once this was resolved.The tech came out, said its an area issue and they would fix. Its been a week, nothing is fixed, no call, no refund and still being overcharged for service level that is not being delivered!This company has done to the dogs, and after ****************************************************** the slightest now!

  

  Business Response

  Date: 04/29/2025

  Buckeye Broadband technicians have been working to fix all issues. The maintenance techs cleared ingress in the node and also submitted a few noise MITs. Although the ingress played a part in the degradation of the subs services, the main issues lied inside of the subs apartment and the complex.We are awaiting approval from the building manager to rewire the drop on the outside of the building to the subs office, bypassing all of the splitters and old 59 line in play.

  Customer Answer

  Date: 05/07/2025

   
  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.
  
  They have corrected the speed issue, are aware of the major problem in their obscene hold times at customer service, and have credited me generously for my troubles.
  
  Supervisor *** went above and beyond, his top tech was top-notch, and I am very happy with Buckeye broadband.
  
  Sincerely,
  
  *** *******