Complaints

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

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  MIDCO

  3901 N Louise Ave Sioux Falls, SD 57107-0112

• 

  MIDCO

  1901 N Main St STE 1 Mitchell, SD 57301-1044

• 

  MIDCO

  2000 W 31st St STE C Lawrence, KS 66046-5501

• 

  Midco

  314 3rd St NW Bemidji, MN 56601

• 

  Midco

  3251 32nd Ave S Grand Forks, ND 58201

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:04/01/2024

  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.

  We have a new home built 7 years ago. I work from home in the Executive Office for my employer. We have had over 50 technicians to our home because the internet doesn't work, skips out & disconnects over & over again during the day. This has gone on for over 6 years and nobody at Midco can or will fix it. They talked us into changing systems because it's so much better than our tivo recorder was and it is horrible. It's doesn't get the internet over & over so the streaming is interrupted, we lose our programs because fhey don't work and we are Seniors on a one income household payong $240 a month and donteven have a movie channel. My Daughter who lives a few blocks away pays $50 a month for internet with not one glitch, yet we pay $110 a month and it doesn't work! I have lost 3 full days of work so far this year because of no internet. That is $750 in income lost! Midco will not fix the problem yet charges us the full fees! We pay Midco $240 a month for horrible service!

  Business Response

  Date: 04/03/2024

  On 4/2/2024 we called 3 times - 10:05 AM, 1:42 PM, and  3:30 PM Central.  All 3 attempts received a "calls not being accepted at this time" message and we were unable to leave vmail.  The day that this review was left, there was an outage in the area that was resolved same day and should no longer be impacting the customer.  That being said, prior to reaching out, we were seeing poor WiFi coverage issues and a poor QOE.  Several devices connection (RSSI score)  was outside of the range that we would like to see.  The customer did call on the afternoon of 4/2/2024, and talked with an agent, stating many of the same things that were placed in this review.  During the duration of the call we offered to schedule a technician, but the customer was unwilling to allow a technician visit, or a field manager, to come back to their residence.  The modem has been showing online internally for 102 days, and the customer declined allowing us to reboot the modem stating she was working, and that she power cycles it daily.  During the call the customer also stated that she was told that the issue was with old wires and equipment, and that it has been worse since the last time a technician was there.  Unfortunately, at this time unless the customer allows a technician or a field manager into the house, there is nothing further we can do remotely to resolve this issue.  While a technician can certainly check outside lines, the issues we are seeing with WiFi coverage, RSSI, and QOE can only be resolved by someone in the home.

  Business Response

  Date: 04/25/2024

  I totally understand that having technicians out is not the most ideal situation.  At times troubleshooting complex issues can require multiple visits as we work toward a resolution.  If there are times and days that work best to contact, we can call during those specific times and work toward a resolution.  As the issue is persisting within the home and no record of known, area wide issues, we will need to visit the home again.  We can do our best to have this occur at a time convenient for you for both the call and the follow up technicians.  We are absolutely wanting to get this fixed for you, and do not want you to have continued issue.  Please provide some times for us to have someone reach out, attempt troubleshooting, and work to get a technician if necessary.  Thank you.

  Customer Answer

  Date: 04/29/2024

  Our internet and tv are not working. Why is Midco allowed to to get away with not fixing this? They have done nothing over 6 years time and complaint after complaint? They have caused me yo lose 3 entire full days of work at $28 an hour with no compensation! 

• Initial Complaint

  Date:03/26/2024

  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.

  I was a Midco customer for over 15 years. When moving to a new home in 2016 I changed our plan from cable and internet to just internet. Now, 8 years later, I have terminated my Midco internet by calling the customer service 800 number. It was a painless process. At the conclusion of the call the women representative said it was taken care of and we had no equipment to return as we owned the modem. I received my last billing statement about a week later for the few days I had service during that cycle, around $18.
  Yesterday, I received a bill for $1,140 from Midco for equipment that was never returned. I called and the representative told me the equipment was 3 cable boxes and a router, all of which he said were from back in 2018. I questioned the validity, as I had never once been contact about these cable boxes in the 8 years since those services were terminated. There has never once been a mention on the 96 monthly bills I have received that I had outstanding equipment that needed to be returned. When speaking to Matthew, the Midco rep I spoke yesterday, he said he’d open a dispute. The dispute referenced a return I made of 2 cable boxes when we moved. He called back today to inform me this was invalid and I either have to pay the $1,150 or return the equipment. Well…I did return at least 2 of the 3 cable boxes…and I truly feel this is an FU sort of situation for cancelling their service.
  
  Again, I cancelled cable 8 years ago and now after 8 years they’re saying I owe them equipment that hasn’t been used in over 8 years. They don’t even make these models as they are so obsolete! 8 years…they had 8 years to collect!

  Business Response

  Date: 03/28/2024

  We reached out to *** today.  After reviewing the situation with our
  Accounts Team and reviewing the call records and notes on the account, we will
  be removing the equipment from the account.  The sales rep indicated there
  was no equipment that needed to be returned, and we will follow through with
  that promise, as well as provide feedback to the agent on where to identify that information in the future. The charges should be removed after overnight
  processing.  Appreciate bringing this to our attention, thank you!

• Initial Complaint

  Date:03/15/2024

  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 signed up for basic internet with ACP. I provided the information from the ACP program to KP who is the person in charge of handling ACP enrollments. She got me set up, said the program would cover it, and that she'd get everything submitted. I signed consent forms etc 10/5.
  12 days later, she sends me an email, asks me to confirm, i responded in 2 days with the info i could obtain. By now its the 23rd, I hear nothing back. On 10/30 I email her and ask her is everything settled, and I get no response. On 11/25, over a full month later, I get an email saying I'm $100 past due! By now my application for acp has EXPIRED and I have to submit a new one.
  
  If she had answered my email and followed through when I asked her on 10/23 if everything was taken care of, I would not have a balance that I cannot pay. I would have paid and skipped acp if that was within my abilities. And her attitude after I sent her an urgent email saying I am past due was A JOKE. It was nothing to her and I'd just have to pay when yes there were errors but together we could have addressed it in time.
  
  Add on to that, when Midco found out ACP wasn't continuing, all cust srvc ENDED. Calling for tech support, the auto msg says, we have id'd your acct as needing special attn. And TWICE xfer'd me to DEAD AIR for a total of 25 minutes. Because it's after hours, they put THEIR bill I got from them IGNORING me AHEAD of MY ability to even speak to tech support. So I couldn't do ANYTHING I needed to do, and spent literally HOURS trying to log into a modem which REQUIRES 2 APPS to be downloaded?! No. I'm so so done. And beyond disappointed in the service and lack of customer-friendly help. The apps SUCK, WHY would i need to log into 2 places to change my SSID? I wouldn't, because I will find a company that allows you to log into the modem via the internet without having to call a place that wants the money they cost me more than they want me to be able to solve the MINOR problems I had. Shame on them.

  Business Response

  Date: 03/27/2024

  On 3/26/2024 3 call backs were attempted at 10:29 AM, 1:23 PM, and 3:18 PM Central.  The calls went to voicemail but the voicemail was full and we were unable to leave a message.  
  
  A credit has been applied
  to the account, and we identified that our call routing was directing her to our collections department during their off hours due to her past due balance, making it
  difficult for her to get to a support agent.  This has since been addressed and should no longer be an issue. We would love to talk to her regarding her technical concerns and any issues with the apps as well but have been unable to get a hold of her.  Please reach back out to us ASAP using any of the methods listed at *****************

• Initial Complaint

  Date:03/05/2024

  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 have been waiting for internet service to be installed for over 6 years. Midco is the only cable internet provider in my area. DSL is the only other option but service is limited and inconsistent. My direct neighbors have Midco service, but my home was built later and is the only home on the street that is unable to have service. When asking Midco for updates on when I could expect installation, I was alway met with the answer that "I would be informed as to any future construction crews in our area". After 6 years, it is safe to say that Midco does not care about hooking up a single location in its service area. There are no plans to send its service crews to my area at any time in the near future because it will not be profitable for them. Telecommunications are a necessity and my job now requires a better internet connection than what is available through DSL. Since Midco refuses to provide service to my home specifically, do I have options, other than moving? I would happily pay for another internet service provider to install service. Midco does not seem to follow through with its obligations.

  Business Response

  Date: 03/13/2024

  This address was eligible for a coax extension from our current construction plans.  We were able to set up
  a presale install for Gig yesterday with *****. 

  Customer Answer

  Date: 03/13/2024

   
  
  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

  Date:02/14/2024

  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.

  I have been a long time customer of Midcontinet/Midco and have my monthly bill for internet service set up on Auto pay.
  In December 2023 my auto pay did not go through my bank. I first called my bank and they (Wells Fargo) told me it didn’t go through due to the Merchant ID. Of course I would not know what such ID they were talking about so called Midco on January 9th, 2024.
  Midco said the did not change anything on the auto pay. At that time Midco charged me $30 return check fee and $10 additional fee for taking off auto pay, leaving me to pay $89.00. I asked the rep to run my payment of $89.00. That payment was also denied by my bank so on January 16th I called Wells Fargo and they refunded my payment of $89.00 back to my checking account.
  I called Midco back and spoke with Tina on January 22nd and asked her to run my $89.00 payment again, it DID NOT go through my bank again. She asked me if I had a debit card instead of running the payment through my account. I gave her the debit card and the payment went through finally for December.
  At that time she told me I had a payment due for January 23 2024 of $59.00 plus 2 fees of $30 for returned payments or $60. She said I had 3 payments returned and 2 $10 charges due ti taking off auto pay. I ended the call with her and called Wells Fargo and after being transferred 3 times spoke with Gabe and he told me my account did not show any request for payment showing on my account!
  On or around the first week in February 2024, I called Midco spoke to Brittany, she said there was nothing they could do. I owe Midco $70 in fees. Prior to disconnecting the call she said she needed “A Promise To Pay” by February 15th, at which time I agreed.
  I have a complaint in against Wells Faro as well.

  Business Response

  Date: 03/15/2024

  I am sorry for the delay as we did an extensive internal review on this situation far deeper than our average. We called the number on file, but there was no answer and the
  voicemail is full.

  As a one time courtesy, a credit has been placed credit on the account for the 3 NSF fees. She was
  charged 4 of them since December, but there was a courtesy credit for $30 in
  December that was for the first one. Notes have been placed on the account but if the customer will attempts to call back - we could not leave a message as it went immediately to full voicemail.
  
  The current account balance is now a credit of $20.  Due to our extensive review we were able to find the following information. Since 08/2023, here is the customer’s activity:

  
  08/28/2023: ACH (9627)
  Auto Pay Added
  09/11/2023: ACH (9627)
  One-Time Payment Successfully Made by Customer via My Account
  10/06/2023: ACH (9627)
  One-Time Payment Successfully Made by Customer via My Account
  11/04/2023: ACH (9627)
  Recurring Payment Processed Successfully
  12/04/2024: ACH (9627)
  Recurring Payment Returned by Financial Institution on 12/08/2024: (R08)
  Payment on this item has been stopped
  12/08/2024: ACH (9627)
  Auto Pay Cancelled due to returned payment
  12/18/2024: ACH (9627)
  One-Time Payment Successfully Made by Customer via IVR
  01/06/2024: ACH (9627)
  One-Time Payment (IVR) Returned by Financial Institution on 01/12/2024:
  (R08) Payment on this item has been stopped
  01/09/2024: ACH (9627)
  One-Time Payment (My Account) Returned by Financial Institution on
  01/15/2024: (R08) Payment on this item has been stopped
  01/15/2024: ACH (9627)
  One-Time Payment (My Account) Returned by Financial Institution on
  01/23/2024: (R11) Check Truncation Entry
  
  This lines up with the
  customer’s comments below.  Each time there is a returned ACH
  payment, we do charge a returned payment fee, which is within our rights and
  disclosed to the customer via our Ts&Cs.  Neither Midco, nor Kubra (our payment system) stop ACH payments in any way.  These return payments and the associated return
  payment codes listed above are coming from the customer’s financial
  institution.  Here is the information we have regarding ACH
  Return Code “08”.  This could indicate that the customer/account owner was
  requesting the payment to Midco to be stopped, or that it was being done by the financial institution.

  
  What does ACH Return Code R08 Mean?
  ACH return code r08 signals to the merchant that the
  customer/account owner has placed a stop payment. A stop payment is when a
  consumer uses their right under the Fair Credit Billing act to have their
  financial institution cancel a transaction. Perhaps the customer reconsidered
  their purchase or realized they can’t afford it. Whatever the reason, they’ve
  made a claim.

   

   

  Customer Answer

  Date: 03/15/2024

   
  
  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

  Date:02/12/2024

  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.

  Service is continually disrupted and no explanation can be provided. Made multiple calls to customer service and had new equipment installed (I.e. router). Company is clearly having issues keeping up with the demand in my area and is not honest about outages. No offer of money back for over $100 a month to have slow, unreliable service. I work from home and I am an online student. I may loose my remote job due to the frequency of service interruption.

  Business Response

  Date: 02/19/2024

  Had a technician out to fix service issues on 2/13.  We also made 4 outbound call attempts after the tech visit to check on services and see if things we working correctly - 2 calls on 2/16 and 2 calls on 2/17.  We left a message asking to reach back out if issues persisted

• Initial Complaint

  Date:01/17/2024

  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.

  CALLED IN April of 23' Continuously have issues ,With older modem even when Ethernet net cable was connected to the devices .. Remind you these are the same issues I had prior to last dispute with midco
  
  NOVEMBER OF 23: HAVING SAME ISSUES AS WELL AS WIFI ISSUES NOW AND DECEIVES WONT STAY CONNECTED.. ADVISED TO CALL BACK AND HELPED TO TRY CONNECT DECEIVES, ( ONE OF THEM NEVER WOULD CONNECT PROPERLY) UNTIL NEW MODEM WAS INSTALLED
  
  DECEMBER 23 :Having the same Continuous issues advised that there is a new modem and will be sending a tech out
  
  TECH ADVISE ME :To call loyalties department to due the fact that this has been the same on going issue I've previously had and that this modem was in fact not updated properly.. also due to the fact that the new modem could've have been offered and never was nor a solution of midco when calling in the past ..
  
  ADVISED TODAY BY LOYALTIES::. SINCE I WASNT A "SQEAKY WHEEL" AND DIDNT CALL IN SEVERAL TIMES A MONTH AND THERE WAS NO HISTORY OF ISSUES ( WHICH THERE CLEARLY IS) THAT I WILL ONLY BE GETTING A CREDIT OF 30.00$
  FROM APRIL TO DECEMBER..
  
  REASON FOR THIS DISPUTE: WHEN CALLING IN APRIL I BELIEVE I SHOULD HAVE BEEN ADVISE TO OFFER MORE OPTIONS THEN JUST A MANUEL REBOT, THERE WAS A NEWER VERSION OF MY MODEM THAT THEY COULDVE OFFERED BUT DIDNT .WHEN I ASKED WHY I WASNT OFFERED THAT HE SAID TODAY " WE DONT DO UP SELLS" MIND YOU THIS POD WAS 2.00 EXTRA PER MONTH.
  ALSO IS SEEMED TO BE BLAME SHIFTING LIKE ITS MY FAULT I DIDNT ASK TO GO TO SALES ,WHEN I WAS IN THE TECH DEPARTMENT ORGINALLY!
  ALSO ASKED PRIOR TO THIS MY BILL WAS HIGHER, ITS BECAUSE I WAS NO LONGER ON THE 2 YEAR PROMO.. WHEN I ASKED WHY WASNT I OFFERED THAT AGAIN OR ADVISE OF THE BILL CHANGE I "SHOULDVE JUST KNOWN MY PROMO WAS UP ".ME CALLING IN APRIL I BELIEVE AS A MIDCO CUSTOMER I SHOULDVE BEEN OFFERED THE NEW PROMO,MODEM . THEM TO BE UPFRONT AND HONESTLY WHEN CALLING IN AS WELL AN OFFERED A SOLUTION MORE THEN JUST REBOT IN APRIL .THIS IS A SNEAKY TATIC AND UNFAIR

  Business Response

  Date: 02/02/2024

  I am sorry to hear about the service issues *******!  I would first like to inform you that on 1/17/23 you did receive two credits of $30 for a total of $60, nearly one full month of your internet service cost. I hope this comes as a pleasant surprise, as the credit was twice what you expected.

  I do see that you contacted us a few times between November 2022, to our knowledge all of the issues you were experiencing were solved with agents on the phone - with the exception of the first November 2022 call where we scheduled a technician visit that you called in and canceled prior to the tech arriving.  In each of the instances since then the issues you have called about have appeared to be corrected with an agent on the phone without further concerns.  We definitely encourage you that if you have issues, please contact us right away to get them resolved.  While we did have a newer WiFi system available for customers, our goal is always to get your current service running as best as possible, and avoid any additional charges for you. 

  Regarding the account promotion, had we changed your promotion in April, you would have received less of an overall savings as the promotion you were on had not yet completed. We do try to keep customers as informed as possible on these promotions, and send out a bill each month that details when these promotions expire.

  I hope this answers all of your questions and concerns, and I really appreciate you reaching out!

• Initial Complaint

  Date:01/16/2024

  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.

  I was charged for equipment that had been returned. When I called Midco they opened a dispute for the lost equipment. Two months later I received a call regarding my balance and which point I asked about the dispute. The customer rep indicated the dispute was not followed correctly and she would reenter the dispute.
  
  1 week later I called for a status update and I was told my account had been sent to collections and the dispute and been closed.

  Business Response

  Date: 02/09/2024

  An internal contact has been made and I am awaiting a response.  The customer's equipment was never found, but this is still being looked into.  I apologize for the delay in response, I am waiting on an email back from the manager at this time.

  Business Response

  Date: 02/09/2024

  After review, this issue should be resolved as there is a $0 balance.  There are
  not boxes at the CXCs that I am aware of, however as a courtesy we took the equipment off which credited the account the day of the initial contact.

• Initial Complaint

  Date:05/04/2023

  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 switched from my old office location to a new one, when I did I tried to transfer my Midco Internet service to the new address. I was told that I had no choice but to start a new service agreement, they sent me a service agreement for a 3 year term. They did not provide a copy of their contract with that service agreement that says you are expected to pay 100% of a service term if you cancel the service. They are way more expensive than the new ******** service that just became available. I contacted them to negotiate a lower cancellation fee but they insist on $**** to cancel. Up until this month there has been no competition for me to use and I feel like failing to mention the extremely onerous terms of cancellation or to send a copy of the Master contract was intentionally deceptive. I will be pursuing every possible angle to fight this company and their ***** practices. Including cancelling the home service that I don't have a contract on.

  Business Response

  Date: 05/31/2023

  Thank you for the opportunity to respond to this complaint. Midco has reviewed Mr. ******** comments and Midco’s response is as follows:

  
  Midco reviewed the February 28, 2023, call referenced in Mr. ******** complaint. The call referenced was placed by Robin ****** and she relayed information second-hand to Mr. ****** who can be heard in the background. We believe this is the source of some of the confusion related to the transfer request compared to what Mr. ****** describes as “start[ing] a whole new account and service agreement.”

  
  In 2021 Mr. ****** originally contracted for 25 MB services on a 12-month contract. At the expiration of his contract in 2022, the account transitioned to month-to-month service with no additional long-term commitment.
  Midco, like many internet service providers, offers business customers a reduced rate when a customer is willing to commit to a long-term contract. In this instance Mr. ****** was offered to have his services re-located to his new address and remain month-to-month at the non-contracted rate of $***** or agree to a longer contract, with double the speed, at $** a month for three years. Robin ****** can be heard on the call asking Mr. ****** if he wanted to stay month to month for $** or do a three-year contract for $*****. Ultimately Mr. ****** determined to commit to a three-year contract with the reduced rate and double the speed.

  
  Mr. ****** was then provided the service order, which he attached to his FCC complaint. That service order included the following language, “[t]his Service Order is a supplement to and is subject to the terms and conditions provided in the Master Service Agreement including any other applicable Addendum, Attachments, Exhibits or Service Orders. This Service Order is also subject to the terms published in Midco's Annual Notice to Customers, Internet Subscriber Agreement, and Cable, Internet, & Telephone Subscriber Privacy Notice, which can be found at Midco.com/Legal.” (emphasis contained in original). Mr. ****** signed the agreement directly below this notice.

  
  Mr. ******** signature on the service order also explicitly acknowledged that he had read, understood, and agreed to the terms of the Master Service Agreement: “BY SIGNATURE HEREIN, I/WE ACKNOWLEDGE THAT I/WE ARE AUTHORIZED TO ORDER THE SERVICES DESCRIBED ABOVE AND TO BIND THE COMPANY TO THIS CONTRACT. I/WE HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THE TERMS OF THIS SERVICE ORDER AND THE TERMS AND CONDITIONS COVERING THIS SERVICE ORDER AS POSTED AND UPDATED AT www.midco.com/legal.” (emphasis contained in original).

  
  The Master Service Agreement which was referenced and incorporated into the service order, explicitly states that, “[i]f Customer cancels any Service (other than as a result of Midco’s default under Section 15) or if Midco terminates any Service pursuant to this Section, Section 15 or Section 25, then Customer shall pay Midco a Termination Fee in the amount of the service charges payable during the remainder of the term plus construction and other actual expenses incurred by Midco to enable the delivery of Service, any installation charges waived, and any discounts or credits issued under this Agreement.” As further indicated, the “Termination Fee is not a penalty, but rather the Parties’ best estimate of the actual losses to be incurred by Midco as a result of such early termination.”

  
  We regret that Mr. ****** feels frustrated and had misunderstandings about the agreement he was signing. Midco disputes any contention that Mr. ****** has been treated unfairly or that Midco has engaged in fraudulent business activities.

  
  Please let me know if you have any further questions.

• Initial Complaint

  Date:04/18/2023

  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.

  Midco came for an install of fiber WiFi on Friday April 14th 2023 and it was a total hack job. Lazy round about way to install. Midco didn’t include ways to install, just said a hole “had to be cut in the new drywall garage” which I found out to be false after I contacted an electrician Tuesday afternoon and he took a look at it and said;
  “I’ve never seen anything quite like that, I’ve never seen it done like this at any house. I have never seen anyone tear open a wall like that before.
  It’s between midco and you with how it was done but You think they could’ve laid something on the ground for the next week or so, I can’t believe they wouldnt lay it down and do it right in a. Few weeks”

  Business Response

  Date: 05/01/2023

  Thank you for letting us know.  I apologize for not responding last week, but I did pass this information and situation on to our local Field Managers to assist and review.  Very happy to hear that things are getting resolved for you, and I'm sorry that it was an issue for you at all to start.  Thank you for reaching out!