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Business Profile

Cable, Internet and Radio

Liberty Communications Of Puerto Rico

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Liberty Communications Of Puerto Rico's headquarters and its corporate-owned locations. To view all corporate locations, see

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Liberty Communications Of Puerto Rico has 7 locations, listed below.

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2024

      Type:Billing Issues
      Status:
      Unanswered
      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've been having issues logging into my account for almost the past month & when I try contacting them they tell me the issues on my end & that I don't have an online account yet that's how I've been paying my bill , is been non stop issues with them

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      For the past month; January 2024 to present February 2024 Liberty's **************** has been HORRIBLE. Sometimes I can't receive nor make phone calls and I currently can't send pictures via text. Calls drop VERY often.

    • Initial Complaint

      Date:02/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 entered into a mobile contract with **** while living in Puerto **** around 2020. Liberty Communications bought their operations and my contract was under a hybrid deal around the end of 2021. Liberty provided the service while my online account was still under ****. During the past few months Liberty has been making changes to the online account access an I have not been able to view or manage my account. I have attempted calling, but the calls are either cut off after being on hold for over an hour or not answered at all. I tried to chat through their Whatsapp but after the automated responses get handed of to a human it just ends the session without any answers. I am active duty military and no longer live in PR. Last month while on vacation in PR I went to a store and the service representative couldn't help me access my account. He said that it had to be done by phone. I asked if there was literature or a link regarding Liberty's official disclosure about the accounts access situation and he was dismissive. I would like to be able to view and manage my account so that I can keep track of my bills and update my payment methods as needed.

    • Initial Complaint

      Date:02/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 8, 2024 our phone service stopped for two of our four cellphones. They offered iPhone 13 for free as long as we paid the taxes, we agreed but then never received the new cellphones. The phones were never delivered. After three weeks we spoke to *********************************, supposedly a "supervisor" from the ******************** call center. We told her we were switching carriers due to the horrible situation (over three weeks without service) and that we wanted our refund back for the three cellphones. She assured us that the account would be closed, auto-pay would be turned off, and that the refund would be issued back to our credit card in 5 to 7 days. We sent her the documents as proof which showed that we paid the the taxes for the new phones. No money has been refunded to us yet either. These folks are horrible liars, too. They gave us two emails, including the supervisors, which were undeliverable mail errors. Totally looks like they are going under and taking as much money as they can from the subscribers. My mom's phone in Puerto **** still doesn't work either. Account number for ********************** PR was 21294464-20225962. The numbers were *************, *************.

    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 live in *************. **** sold their interest to Liberty ** a few years ago and now the migration is complete.I have a billing issue that is recurring because our cell phones pick up towers on other islands and charge us International Roaming fees, which have always been credited to my account without incident in the past.However, now the migration is complete and ATT no longer is overseeing the transfer, I am having difficulty getting a hold of ANYONE to give me proper credit. I have reached out many times (at least 13) to try and resolve this issue. I have tried via ****************** Messenger, in person at the store in Yacht Haven ***************** email, and by phone at least six times.When trying by phone, the hold times are hours long or the call gets disconnected after being transferred to another department.When reaching out via chat, the wait can be upwards of seven hours for a response, with the same result of being run in circles.Each representative either gives me an ambiguous answer, or tells me that my case is already being looked at and to wait for a response.I was told this would be resolved in ***** hours and it has been over two weeks.This is not a complicated issue. It has happened regularly over the history of my account with **** as well as Liberty, and before this instance there has never been a problem with the company issuing my credit. Over the past three months, the overcharge amount has added up to $340.00

    • Initial Complaint

      Date:02/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Over a year ago (late 2022), we started getting texts and emails saying we had to change our 2 phones because they wouldn't work when Liberty upgraded to 5G. They said only that the upgrade was "soon," but never gave a date. They never said which brands would be compatible or not. We also have home wireless. We were told it was compatible with 5G if we made changes to it, which we did. Then we stopped getting the messages for the home wireless.Through the last 14 months, we continued to get messages for the 2 cells but a date was never specified.Jan 15, 2024, we started to get urgent messages that the upgrade was soon (still no date). Our cell phones were incompatible with their 5G system. We did NOT receive messages for home wireless. We ordered 2 new ******** cell phones that are 5G compatible. We planned to start using them after 5G upgrade.Feb 1, 2024, our cell phones would not call or text. Home wireless neither, even though we were assured it would work with 5G.Feb 2, 2024, we went to local Liberty store and were told they couldn't help us with the old cell phones because they weren't compatible with 5G. We were to take them to ********* Liberty store and they would provide us with 2 free ******* A03 phones to replace our ********s. We weren't concerned about that because we had already ordered the two new 5G-compatible ********s. They said that the home wireless box must be taken to the ********* store for service. We tried to call Liberty in ********* but no one would ever answer the phone.- Feb 4, 2024, we went to ********* Liberty store. We were told that NO ******** PHONES WERE COMPATIBLE with their 5G. We also found there were no ******* cell phones available. The only thing we could do that day was have the home wireless box serviced. That would at least carry us over until we got cell phones. Liberty did something to the box but when we got home, it wouldn't even turn on.

      Customer Answer

      Date: 02/05/2024

      Over a year ago (late 2022), we started getting texts and emails saying we had to change our 2 phones because they wouldn't work when Liberty upgraded to 5G. They said only that the upgrade was "soon," but never gave a date. They never said which brands would be compatible or not. We also have home wireless. We were told it was compatible with 5G if we made changes to it, which we did. Then we stopped getting the messages for the home wireless. Through the last 14 months, we continued to get messages for the 2 cells but a date was never specified. Jan 15, 2024, we started to get urgent messages that the upgrade was soon (still no date). Our cell phones were incompatible with their 5G system. We did NOT receive messages for home wireless. We ordered 2 new ******** cell phones that are 5G compatible. We planned to start using them after 5G upgrade. Feb 1, 2024, our cell phones would not call or text. Home wireless neither, even though we were assured it would work with 5G. Feb 2, 2024, we went to local Liberty store and were told they couldn't help us with the old cell phones because they weren't compatible with 5G. We were to take them to ********* Liberty store and they would provide us with 2 free ******* A03 phones to replace our ********s. We weren't concerned about that because we had already ordered the two new 5G-compatible ********s. They said that the home wireless box must be taken to the ********* store for service. We tried to call Liberty in ********* but no one would ever answer the phone. - Feb 4, 2024, we went to ********* Liberty store. We were told that NO ******** PHONES WERE COMPATIBLE with their 5G. We also found there were no ******* cell phones available. The only thing we could do that day was have the home wireless box serviced. That would at least carry us over until we got cell phones. Liberty did something to the box but when we got home, it wouldn't even turn on.

      This is an amendment to the original complaint:
      Several hours after I plugged in the home wireless box, it came to life and we are not able to use the phone.  Our two cell phones still do not work.

    • Initial Complaint

      Date:02/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Some time ago ATT sold its business in Puerto **** to Liberty Communications (aka Liberty Mobile or Liberty Cablevision). At that time I had a single account, with four (4) wireless lines. The primary number for this account is **************. Two have Iphones and two have homephones as assigned devices. I live in the U.S. mainland. One Iphone and one homephone normally remain with me, while the other devices remain in Puerto ****. At no time was I asked with which provided I wanted to remain as customer. Unilaterally my account was assigned to Liberty.Liberty carried on 01/22 the reconfiguration from ATT's system to Liberty. It has been a complete mess and frustrating. I do have a general complaint about this process, but for purposes of this relation of facts, will limit to current issues with ************** and **************.As far as **************, the current issue is that Liberty assigns an IP address in Puerto **** for purposes of internet connection. This assigned geographical location is causing conflict with webpages and mobile app in the U.S. Submitted several complaints (including escalation), with reference number SAC-*****. The proposed solution is to purchase a VPN app, and toggle between on/off, depending on accessibility. Totally unacceptable. This Iphone is mainly used my me at the account's address in ***********.As to **************, this is a homephone. A new sim card is required, and it was requested on 01/22. Other than a screenshot of an alleged submittal of a request form filed to it, Liberty has been unable to confirm mailing of the sim card. This line remains out of service as of the filing of the complaint. Internal complaints have been filed. Reference numbers SAC-***** and ********.

    • Initial Complaint

      Date:01/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Liberty Communications migration from **** is being performed with only hours of notification prior to migration leaving customers without service.01/16/2024 - Liberty email notifying migration 01/16/2024 - migration begins 01/17/2024 - Migration complete email 01/17/2024 - Worked unsuccessfully with Liberty tech support (*************************************); no service with *************** 01/18/2024 - Worked unsuccessfully with Liberty tech support (********* Atenas Store); no service with ***************. Case #******** open *Liberty stores in Puerto **** had NO service tools for working with customers for SIM replacement SIM cards.01/18/2024 2:08pm - **********

      Customer Answer

      Date: 01/19/2024

      The issue was resolved 01/19/2024. Liberty Rep ****************************** sent new eSIM where with this new update, problem resolve. Next step, request no service credit for 3 days.

    • Initial Complaint

      Date:01/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 two cell phone lines with **** who recently sold to Liberty. On 1/12, both of our cell phones stopped working. On 1/13 after our phones had not been working for nearly 24 hours, I went to ******** to change providers. There were many people in the store who were currently experiencing the same problems. I put in a request to have my number transferred but was told that there was already a pending request to send it to another company. After 5 hours on the phone noone could tell me what happened so I had to change my number. On monday, I called Liberty customer service and spent several hours trying to find out the status of my account and kept being transferred. Today, 1/16, I called customer service and told the agent that I needed to make sure this account was no longer active and that my payment information was erased. He told me that because the billing cycle starts on 1/5 and I "cancelled my account on 1/12", I would be responsible for full payment for the entire month. I explained that I did not cancel my account, that they cut off my service and sent my phone number and information elsewhere. I then asked to speak to a supervisor. He declined. I again asked to speak to a supervisor and politely explained that they cut off my service and I should not be responsible for an entire month. He again refused to allow me to speak to someone else. I then demanded that he transfer me to his supervisor and he hung up the phone. As of right now, I have spent several hours/days on the phone and am being told that I owe them $108 in order for my account to be closed. My account was paid up to date and there was only 6 days of service before they shut off both of my phones for no reason. I have never encountered such poor service and unaccountability by a company. How can they stop providing service, give away my phone number without my consent, and then expect me to pay a bill for services not provided? I appreciate your assistance. Thank you very much.

    • Initial Complaint

      Date:01/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been suffering phone service issues for most of 2023 and continuing into ****. Our phone drops out of the system and says it is not authorized for access. We also experience inability to send text messages daily even though we can receive text messages. Access to and setup of the voicemail is not possible and we feel we are missing most of the calls and messages from our business customers. It is impossible to reach the company on the phone, We have tried 8 times in the past month and spent hours waiting on the phone for no one to answer.

      Customer Answer

      Date: 01/18/2024

      Today is 1/18/2024 and we have not had any positive movement in resolution in this case. We are suffering the same issues we initially reported and cannot properly operate our business with this phone service.

      Customer Answer

      Date: 02/03/2024

      Today is 2/3/2024 and we still have not had contact from Liberty communications. Our phone service is still unacceptable and causing us to miss many business calls and text messages. I have confirmed with several of my customers that they have been sending me text messages and we are not receiving those messages. We have our monthly bill due again and we must pay for this phone service that is not satisfactory for our needs.

    Liberty Communications Of Puerto Rico is NOT a BBB Accredited Business.

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