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:07/23/2025

  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.

  My internet went out on July 22, 2025 at around 12:00 PM. I called Dobson support and they said that a technician would call me later that day. They did not. So I called Dobson support again and they said the work order was provided late so the technician would call me today, July 23, 2025. They have still not called to schedule a repair time. I would like someone to reach out and get the work scheduled. Thank you .

  Business Response

  Date: 07/24/2025

  This repair has now been completed and customer is back up and in service.
  
  We had a technician on site in less than 24 hours of the internal ticket being created, but unfortunately his equipment failed while he was there. We returned the next morning with working equipment and completed the repair.

  Thank you for your understanding.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 signed up for Dobson fiber late last year and for the 2 gig fiber plan and they say 2gig upload and download speed. I have been getting under 1 gig speed since I was a customer. I have contacted their customer service about the speed issue and was told it was passed on to tech support. I never heard a thing, I sent another email and again no response. I did my own research and discovered their install tech had cable plugged in wrong port. Still wasn't getting speeds I paid for. I complained about the service to one of their reps and told him my issues. I emailed him as he said to and he forwarded my complaints and heard nothing again. This has happened multiple times and have not received any communication from dobson. I even had new computer equipment etc. put in at my house that are capable of carrying high speeds and nothing.
  
  Since I have not been getting the 2 gig I have been paying for and getting one gig speed, I would like to be refunded the price difference of the 2 plans.

  Business Response

  Date: 06/24/2025

  Dobson Fiber has made several attempts to contact the customer directly prior to this BBB complaint.  Dobson Fiber has left voice mails with the customer to contact us back, but have not heard back from the customer at this time.  The customer has not contacted our technical support group, either through email or through the preferred method of a voice call.  Dobson is willing to assist this customer, and will assist when we are able to make contact with him.

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have sent multiple emails in April and May. I spoke to an **** ******* when he called me about Dobson for where I work. I told him of my issue and I emailed him multiple times and he said he forwarded those to management. I got 1 phone call with a voice mail and that was yesterday after I filed my complaint.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/28/2025

  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.

  The week of Easter April 2025, Dobson Fiber dug and laid fiber underground throughout my neighborhood. 7 deep holes were dug in my yard of *** ***** *** ******** ** *****. My neighborhood was completed that week and my neighbors had their holes filled in and yards returned to normal. Dobson Fiber has not been in my neighborhood since. The 7 holes remain in my front yard. I opened a case with Dobson on May 12th to resolve having a crew come out to fill in the holes. I have expressed to customer service I have a 1 year old son with concerns of his safety playing in the front yard with the exposed holes. I have expressed to Dobson that I am 5 months pregnant and customer service assured me that Dobsons does not expect me to dig and fill in their holes with a shovel as a pregnant woman. I was assured I would receive contact from Dobson about the holes which no one has contacted me. After several phone calls with customer service, the sales department, activations department, and a message with ***** in Excavation despite numerous assurance I would be contacted to have the holes filled in Dobson has made no attempt. Each time I speak with customer service the response is the same, "I will escalate this and someone will contact you". It has now been approximately a month since the fiber line was laid and Dobson has failed to complete their job. Dobson's lack of communication, lack of sense of urgency, and failure to complete their job show their poor business practices that they do in fact expect a pregnant mother to dig and shovel and fill in the 7 holes for the safety of her child this summer. I need a Dobson Fiber crew to return to *** ***** *** ******** ** ***** ASAP.

  Business Response

  Date: 05/30/2025

  Dobson Fiber apologizes for the inconvenience regarding our construction of our fiber network.  We do take pride in being able to serve the citizens of Guthrie with a state of the art fiber network that will bring lightning fast speeds to the community.  Please accept our apologies.  I have confirmed we have sent crews out to the site, and have filled in the holes mentioned in Ms. *****'s yard.  We completed construction in that neighborhood yesterday.  We strive to be as minimally invasive when deploying our network.  We did not communicate properly within our organization, and we are making improvements on the process.

  Thank You

  Customer Answer

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/08/2025

  Type:Order 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.

  Dobson Fiber will not allow me to cancel service, been trying since November of last year. now they are sending me bills for 4,279.00 dollars? sent them multiple e-mails to multiple addresses. They never respond.Have spoken to my neighbors and friends and it appears they are doing this to them as well. This company needs to be investigated further

  Business Response

  Date: 05/12/2025

  Regarding Jeff’s Aquatics, regarding the disconnection and
  billing of his business account. On 10/21/24, Mr. **** ******* contacted our
  customer service department to request an immediate disconnection of his
  business account, ****** Aquatics. Our rep explained that, per company policy,
  business accounts require a 30-day written notice for cancellation. Mr. *******
  indicated he was driving & asked the representative to email him the
  address needed to submit the cancellation request. That information was
  provided. Mr. ******* contacted Dobson again on 12/6/24, inquiring why he was
  still being billed. When asked whether he had submitted the written
  cancellation notice, Mr. ******* confirmed he had not & expressed
  frustration w/ the policy. Our agent again provided the correct email address
  for submitting the cancellation. Later that same day, @ 10:57:44 AM, we
  received the cancellation email from Mr. *******. A business case (#0005371)
  was immediately opened, and a response was sent @ 11:47:26 AM. Jeff’s Aquatics
  signed a 37-month contract (SO #Q-13337) on 7/25/23. Response outlined the
  contract terms, including applicable early termination fees, and asked Mr.
  ******* to confirm if he wanted to proceed. On 12/10/24, @ 11:43:41 AM, a
  follow-up response was sent via the business case to confirm cancellation.
  Despite our outreach, Dobson did not receive confirmation from Mr. *******
  authorizing the cancellation as outlined on December 6. As a result, no formal
  cancellation was processed. The account later became delinquent due to
  non-payment of the October & November statements following a credit card
  denial, and service was ultimately disconnected. In accordance w/ the business
  agreement, early termination fees were applied to the final balance. Dobson
  remains committed to clear communication & fair resolution in all customer
  interactions. We made every effort to inform Mr. ******* of the cancellation
  process and provided multiple opportunities to complete it properly.

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because :dishonesty and overcharging
  
  
  
  Sincerely,
  
  
  
  **** *******

• 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.

  We signed a new contract for business phone and internet service with Dobson Fiber on June 20, 2024 for 3 phone lines and 500Mbps internet service.
  When we signed the contract in June 20, 2024, and one of the features of our new agreement was 500Mbps internet service which is supposed to be really fast. Our cost for this faster internet was $129.00 a month. As far as I know Dodson never checked our internet speed at the time they installed our new phone system and internet. I trusted that things had been done correctly until our computer support company paid us an annual visit to check our computer systems on March 25, 2025. Everything checked good except our internet speed which was only 60 Mbps. I told the representative from our computer support company we were paying for 500Mbps, and he said there was a problem with Dobson Fiber's set up or equipment.
  I notified Dobson Fiber about this problem and a Dobson Tech came out and found that they needed to replace their "modem" mounted on my office wall to get the proper internet speed. He said this modem should have been replaced when the new phones system was installed to get the proper internet speed. After the new device was installed by a Dobson tech, the Dobson tech showed me our internet speed was 477Mbps. We are happy with that.
  Now here is the real dilemma :
  I called Dobson customer service and told them we have not been getting 500Mbps that we had been paying Dobson for ever since the Dobson equipment was installed in 2024. I told them we need a credit for the difference in what we were getting (60Mbps) compared to (500Mbps) for the time of our first bill until March 25, 2025. The representative I spoke to told me all the credit they would only give us is for 2 months. I think anyone reading this can see that Dobson Fiber is not being fair to us. I guarantee if the tables were turned and we owed them more they would request every bit of the money!!

  Business Response

  Date: 04/21/2025

  We understand that *** ****** has experienced issues with internet speeds not meeting expectations. Our goal is to provide reliable and consistent service, and we sincerely regret any inconvenience this may have caused.  The situation was in the process of being reviewed by our Director of Customer Support.  As part of our review, we evaluated your equipment performance, and previous support interactions. Based on our findings, we determined that a credit was appropriate due to the inconsistencies in service. A credit of $700 will be applied to your account, and you should see this reflected on your next billing statement.
  

  Customer Answer

  Date: 04/21/2025

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

• 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.

  On or about August 1, 2024, Dobson Fiber dug up my back yard to lay down cable and by doing so hit and burst through my sewer line and my gas line. As a result, I developed a sewer leak and a gas leak. The sewer leak ultimately caused my hot water heater to back up and develop a leak, flooding my garage, my air conditioner drains to back up and clog the system causing the AC to stop working, and my toilet to back up and flood my house and carpet. I had to pay to have the gas leak repaired, the hot water heater replaced, the air conditioning unit to be flushed twice, the water extracted from the house and carpet, and the carpet cleaned and deodorized. I also had to pay to have my fence removed and replaced so the plumbers could have access to the back yard to repair the sewer leak. Gas leak cost: $3320, Hot water heater: $1450, AC flushed: $110, AC flushed a second time: $220.75, Water extraction: $150, Carpet cleaned and deodorized: $200, Fence torn down and replaced: $210. Total Costs: $5660.75. (Please see attached receipts). Dobson Fiber subsequently admitted to bursting my sewer line and have since fixed the sewer line but have not fixed any of the other resulting damage caused by bursting the sewer line. I have contacted Dobson Fiber several times by phone and email and have emailed this information along with receipts to them and requested reimbursement with no results. I have spoken with and emailed this information to a ****** *********, a *** ******, a Mr. Hooper, and someone named ********. Dobson Fiber's contact information is ***** ******** *** ***** **** Oklahoma City, OK 73134, ***** ******** ** ***** ********* It has been almost 3 months, and I would like to be reimbursed.

  Business Response

  Date: 10/19/2024

  We are sorry our contractor has not paid all the receipts. We have sent this information to our management team and they are getting with the contractor to get this taken care of. 
  

  Please email [email protected] if you do not hear from them this next week. 

  Business Response

  Date: 12/18/2024

  Information we received from our
  contractor was they did not hit a gas line during our fiber internet construction. The gas leak estimate we received was called in two
  weeks prior to any of our construction starting. We did repair the sewer line, and
  our contractor agreed to pay for carpet damage. The HVAC company said no damage
  was done from the sewer being hit, as it was normal wear of the condensation drain. The gas
  service line was replaced from the meter to the house and the estimate provided to us was
  10 days prior to any work started by our contractor. The gas meter is
  approximately 15ft from where our contractor work was done. We believe we have
  resolved all issues we caused and have communicated this to the resident.

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This business did NOT inform me of the information they provided in their answer and furthermore if they agreed to pay for the carpet damage that was done in August  it is now December and they have NOT paid for the carpet damage.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/23/2024

  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.

  14 May 2024, while Dobson was installing fiber lines across my town of ******, ********. One of Dobson's contractors ***** Utilities) had heavy equipment partially blocking the alleyway leading to my garage and driveway with insufficient barriers/warnings. Driving to the other end of the alleyway involves driving multiple curves on a path of poorly-maintained dirt and grass with obstructions such as old lumber and rock piles for the whole length of the block. While trying to drive around the equipment, I had scraped the side of my Dodge Grand Caravan against the exposed bulldozer blade of the excavator.After getting in contact with ********************************* had sent a representative to my home later that week and promised the contractor would be in contact with me soon.Almost a month later, I contacted Dobson Fiber again due to lack of any correspondence, as well as having additional concerns over the dirt left piled against my wooden fence after the work was supposedly completed. The owner of **** Utilities, *************************, arrived at my house 11 June 2024 while I was away; my son ******* explained the situation again to him. My son was told that this would be an insurance claim. The representative explained that we would have to file a police report and have the police determine fault. If the contractor was determined to be at fault, their insurance company would require three estimates for repairing the damage. I had filed the police reports the next day with my local ************* Department.That was the last I heard from anyone regarding the incident. It is now 23 July 2024, over a month later.

  Business Response

  Date: 07/30/2024

  As provided in the attached documents provided, REF: *********  
  
  A Dobson representative stated a police report should be filed to determine fault before our insurance company would consider payment, and that Dobson needs three different estimates depending on the results of the police report.
  
  We have yet to receive the police report nor the estimates from ******************.

• Initial Complaint

  Date:06/28/2024

  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.

  In May 2024 Dobson came and ran their fiber cables across my ally way behind my neighbors house and crushed my sewer line. I've been waiting 5 business days, 7 days including the weekend just for them to come out and verify the damage so they could reimburse me for the work I've had to get done and pay for the rest of the work on my sewer line to get done. The first business day I got call from a man named ***** saying they would be right out to assess the situation. They would reimburse and money/ damages and pay to get it repaired. And due to the fact that I have children in the home that he would handle the situation as soonas possible. He said he'd be calling me back with billing information in a couple of days but then never reached back out. I called today due to the plumbers getting the video footage they needed and them adding another clean out in the ally to reach where they crushed my line out by the street. It's 180 feet from my actual house. He said he was pretty sure they only did ***** work in my area. I have photos of their lines sticking out of the ground where they ran them. So I asked him if was even going to come out and check and he said I'll have to get with my manager. This company should be responsible for damages they caused and to not even come out to make sure what's going on is unprofessional. As of right now I'm $1000 in the hole because of damages that they caused.

  Business Response

  Date: 07/05/2024

  This issue was resolved 7/3 with the customer. 
  
  Our contractor stated that a check would be mailed to the homeowner next week and they would pay the invoice directly.
  

  We apologize for the delay and appreciate your patience. 

• Initial Complaint

  Date:05/10/2024

  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.

  Monday, April 30th, 2024 I noticed several individuals wearing reflective vests and hardhats, but no form of identity as to the company, digging and laying cable in the easement behind my fence. Within 30 minutes I lost my internet service. I work from home and that service is essential to my job. After several hours I contacted my carrier (not Dobson) and tried to resolve the problem. They had no reports of outages in my area. I had to wait another day for a tech to come out and determine that I no service to my home, and they had to run another cable across my yard. It will be laying in my yard for another 6 to 8 weeks before their crews can bury it. 2 days later the same people are working in the easement again so I approached them. They did not speak English but called someone who did and he said he would call someone. They could not even tell me what company they worked for. I later saw a Dobson vehicle in the neighborhood with the same crew. These people were either poorly trained or just didn't care that they were damaging existing buried cables. No apology, no explanation, no attempt to remedy the situation. I wouldn't switch to their service even if it were cheaper.

  Business Response

  Date: 05/10/2024

  We are sorry you had a negative experience. While we are working in the communities we serve to build fiber internet networks, it does require our crews to access utility easements, as other providers are in and out at times as well. We apologize your current internet was affected.

  Customer Answer

  Date: 05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am well aware that all utility companies have and utilize access to the easement. The various lines were marked. I've never had one company damage another companies line before. My point is your people are either not trained properly or are careless. In addition they wear no form of identification nor do they speak English. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/25/2024

  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.

  Dobson is putting fiber optics in the ground and theyve dug a hole in our front yard which nobody talked to us about first and now its just been left open with no safety barrier put up and I have already called them myself and they still havent done anything about it and we would like them to at least do things properly if were going to be inconvenienced like this.

  Business Response

  Date: 03/26/2024

  Thank you for letting us know of this issue in your area. Our crews will be on site to review and get this resolved.

  Please contact us at ******************************* if you have any further questions or you can call 855.5.DOBSON.

  Customer Answer

  Date: 03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: the person who showed up to fill in the hole was throwing a fit while they were working on it and they did a very bad job. I had to go out and do it myself after he spread half of the dirt all over my yard. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/05/2024

  Our team met with ******************** on 3/26 at 8:54am and took the picture (attached) where there was a hole. We apologized to him and explained we would use orange netting to secure the small evacuation area until our construction was completed. Then, the area would be backfilled and any restoration needed would be complete after our completion of construction along Modelle Ave. He was OK with the plan. We even brought a dozen donuts over as an apology for the inconvenience. 
  
  We reached out to our contractor and they had a crew out that same day by noon to backfill the area of excavation. (see photo attached of completion.)  
  
  At around 4pm that day we called ******************** to follow up to see if he was satisfied and he said the contractor didn't fill the area properly. However, our pictures confirmed the hole was covered nicely. He then said some explicit words and said he was just going to fix it himself and hung up on our employee.

  We are sorry if our contractor was rude and have discussed this with them. Our contractor has been very proactive in fixing anything they have left that was not to our satisfaction. 

  We addressed and fixed this complaint promptly.