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:07/11/2025

  Type:Product 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.

  On May 15, 2025 I ordered the Ryoko Pro from ************************************. I received the product on May 31 and used the product for the first time on June 1. On our about June 4 the service stopped working. I contact the support on June 6, and advised that the service was not working. After going through different troubleshooting steps and unsuccessful attempts at restoring the service, I requested to return the device for a refund using the refund request on the webpage. I received an email on June 6 stating: A new ticket has been created according to your request. Within 24 hours, your ticket will be assigned to one of our dedicated Customer Support Agents. As soon as it is assigned, you will receive a separate notification via email. The next email received was offering a 20% refund and I get to keep the device. I was told I could give it to someone else and the service will remain active for the six months that I paid for. I decided to call in for help and was sent a new Sim Card. I was told that if the newSIM card did not work, I could go ahead and return the device for a refund. On June 18, the new Sim card arrived. The service still did not work. I sent another request for a refund and receive troubleshooting steps. I called and was informed that the product could not be returned if it was opened. The return policy does not state this. I did turn the device on today and it is still searching for service. Also on June 23, I received an email stating Your Plan Has Been Canceled Renew to Stay Connected Your Viaota plan for SIM card has been canceled. However, your current internet data services will remain active until your plan expires. After that, your plan will not be renewed, and you wont be billed further. You can check your remaining data balance or manage your account anytime through the Viaota self-service portal. Having people pay for ***** of service but receiving less than a week of working service is very deceptive. Screenshots are below.

  Customer Answer

  Date: 08/04/2025

  I went through ****** and was refunded after they had me return the device. The company sent me 2 emails,  1 apologizing and the other advising they issued a partial refund.

  Customer Answer

  Date: 08/04/2025

  I went through ****** and was refunded after they had me return the device. The company sent me 2 emails,  1 apologizing and the other advising they issued a partial refund.

• Initial Complaint

  Date:06/27/2025

  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 this device from get ******************** over a month ago. Finally got this item in the mail on 04/25/2025. I activated it on 04/26/2025 around 1600 that afternoon. I used it at hotel to stream TV show on my ryoko stick since I travel for work. By 2300 I got text saying my plan was running out of data. I paid o er $218 for the ryoko and unlimited data. Upon talking to support, the *** said I used to much data watching a TV show and that my data was throttled and being turned off till next billing cycle. I explained and they verified i have unlimited. Well they dont know what unlimited is if they stop and turn it off in less than 24hrs. Took over an hr fighting with her to get it turned back on as they want me to pay another $24 for more data. But I said no I just want my money back and they can have this junk back and she refused that and said they can't refund that. Well im not paying for something if its not truly unlimited. I didn't use to much data in the little time I watched a few episodes of TV. I feel this is a scam company and lying about service on purpose. I want to return item for full refund of what I paid if they won't give true unlimited data with no interruption to service.

  Business Response

  Date: 07/17/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please be advised that we have been in direct communication with you and have addressed your concerns promptly. During our correspondence, we explained that our service is subject to a Fair Usage Policy, which is clearly outlined in the Terms and Conditions you acknowledged and agreed to at the time of purchase. Moreover, we have processed a full refund for your order on 1 July, 2025. Attached you will find proof of the refunds. We hope this resolution is satisfactory.
  
  Thank you for your understanding.
  
  Best regards,
  Representative of Ryoko

• Initial Complaint

  Date:06/23/2025

  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.

  On May 1st 2025 I went to purchase a month plan for a new hotspot that I had purchased for a trip to ******. The package that I selected did not have the data coverage that I needed so I reached a to there support team which they advice me to go ahead a purchase the package that will fit your needs and then after purchasing the new package for $29.99 a month. When I contacted them again about the issue there response was this.Thank you for reaching out and for your patience as we work through your refund request. I appreciate you taking the time to provide a detailed explanation of your situation.I understand your frustration regarding the refund of $89.94 for the plan you purchased. Unfortunately, I must inform you that we are unable to process a refund for this amount since the plan has been activated on your device. I sincerely apologize for any confusion or inconvenience this may have ********* help address your needs, I would like to offer you the option to reactivate the Viaota 5GB for 6 months, which could better suit your requirements moving forward. Please let me know if this is something you would like to consider.Once again, I apologize for the inconvenience you've experienced, and I appreciate your understanding as we work to improve your experience with our service. Should you have any further questions or concerns, please dont hesitate to reach out. I have attached a copy of the to different charges purchased on the same day

  Business Response

  Date: 07/15/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  
  We would like to inform you that we have been in communication with you regarding the issues. On 23 June, 2025, we initiated a full refund for the orders in question. Attached you will find proof of the refunds. We hope this resolution is satisfactory.
  
  
  Thank you for your understanding.
  
  
  Best regards,
  Representative of Ryoko

• Initial Complaint

  Date:05/15/2025

  Type:Product 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 ordered a Ryoko product from Oriava *** online. I have my invoice attached to this complaint. After I had the device from the mail, I checked it. It seemed working, for a few hours. Next day, I had problems with the device, it was not working. I contacted the support department of Oriava. They answered that a tech person will contact me soon and I did have someone email me. He suggested ways to fixed problems. But what he said seemed not quite the same with the device in my hand. Something he said simply not available for me. I took pictures to show what I really had. It went back and forth for perhaps two weeks. Then all communications suddenly stopped. No responses at all. I complained if they could not help me to fixed it, I wanted to return the product. Still no answers. They probably just pushed things off for certain period of time, then they are clean and can get away with it. They charged me services fees for six months for nothing. I want to return and refund from Oriava.

  Business Response

  Date: 05/23/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please note that we have processed a full refund for your order. Attached you will find proof of the refunds. Depending on your bank, it may take up to 5 business days for the refund to reflect in your account. We hope this resolution is satisfactory.
  
  
  Thank you for your understanding.
  
  
  Best regards,
  Representative of Ryoko

  Customer Answer

  Date: 05/23/2025

   
  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,
  
  Tse-***** ****

• Initial Complaint

  Date:05/09/2025

  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 believed the ad I saw on ******* so I bought a device from ********************** to access the internet. However, I was having problems with the device shortly after I bought it where I was always calling their technical support. It was a never ending calls where it took a lot of time from my everyday life! And every time I interacted with customer service, my internet will end up showing in a different language! I could not use their internet to access the main reason I want internet in the first place which is internet banking! There was a country block on it which my bank could not remove!It was so much trouble trying to use the device that I decided that I needed to return it back to the company and get a refund but the company refused!

  Business Response

  Date: 05/16/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please note that we have processed a full refund for your both orders. Attached you will find proof of the refunds. Depending on your bank, it may take up to 5 business days for the refund to reflect in your account. We hope this resolution is satisfactory.
  
  Thank you for your understanding.
  
  Best regards,
  Representative of Ryoko

• Initial Complaint

  Date:05/05/2025

  Type:Product 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 received my Ryoko on April 5. When received, the device would not connect to the internet. **************** (CS) was contacted and had me to change some parameters in the admin web page. It turns out that my device APN was set to REL (China mode) and not 'fblive', my format was set to ********* and not *************, my sim card was not programmed to my purchased data plan. After these changes, the device connected but the speed was slow and unusable. 4-speed tests were done on each side of my home next to a window plus 1-outside test. The average speed of all 5-tests were *****mbps download, *****mbps upload. CS suggested that I will have to change the frequency setting from 'auto' to manual in the admin page, where I could select from eleven different frequencies and determine on my own which one would give me the best speed. After 2-phone calls, about 14-email, and 7-frequencies tested with no greater results, I got tired of this and determined that this device and/or service was bad. I requested a replacement device and ask about my warranty plan that I had purchased. ** said I would have to make a video of the issues and submit screenshots of all the admin web pages. Then ** would determine is a replacement device was warranted. Since this solution was not acceptable and CS could not offer any other solution, I requested an RMA number. CS sent me an RMA form, instruction were followed as required, and pictures were included showing the devices like new condition. The form stated that I should receive a refund within 5-business days. The devices were received at your *****, ** facility on April 21, 2025. It has now been 14-days since receipt and no correspondence has been received to date nor a refund. I expect a full refund of my $202.11 back to my charge card that was used for the purchase.

  Business Response

  Date: 05/13/2025

  Dear Customer,
  
  Thank you for contacting us and for providing detailed information regarding your experience.
  
  We sincerely apologize for the inconvenience you encountered. We take customer satisfaction seriously and appreciate the opportunity to address your concerns.
  
  After carefully reviewing your case, we confirm that your returned device was received on May 6, 2025. Upon receipt, and in accordance with our return and refund policy, a full refund was promptly issued on the same day. Please find attached the proof of refund for your reference. Kindly note that depending on your financial institution, it may take several business days for the refunded amount to be reflected on your account. 
  
  We hope this resolution is satisfactory. Should you require any further information regarding this matter, please do not hesitate to contact us.
  
  Sincerely,
  Representative of Ryoko

  Customer Answer

  Date: 05/14/2025

   
  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,
  
  ******* Alt

• Initial Complaint

  Date:04/30/2025

  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.

  Bought Ryoko on 4-2-2025. Does not work. Has never worked! Can not in anyway contact customer support for full refund. Am willing to return for my refund but customer support never answers and emails go unanswered.

  Business Response

  Date: 05/08/2025

  Dear Customer,
  
  We regret to hear about your dissatisfaction and understand your frustration. However, please be advised that our records indicate you were previously informed that service activation requires the purchase of a data package. Without an active data subscription, the Ryoko device cannot connect to the internet or function as intended.
  
  To date, no valid data plan purchase has been recorded under your account, which is why the device was not operational. The device itself is not defective, but service functionality depends on active data usage, as outlined in our terms of service.
  
  Nevertheless, regardless of the circumstances, we understand that this has already caused inconvenience and we are dedicated to resolving this matter. In an effort to demonstrate our commitment, we have processed a full refund for the order. The proof of processed refund is attached. 
  
  We sincerely hope this resolution is satisfactory and helps to resolve the matter. 
  
  Thank you for your understanding and cooperation. 
  
  Sincerely,
  Representative of Ryoko

• Initial Complaint

  Date:04/27/2025

  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 bought this in November..didn't receive it till December!!I explained to customer service I was out of country..and could I activate it anytime.I got back in April.They said yes..that my ,6 month plan will not start till I activate it.They sent me a message saying my 6 months was almost up.I haven't even took router out of ****** is still sealed in plastic.

  Business Response

  Date: 05/07/2025

  Dear Customer,
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please note that we have processed a full refund for your order. Attached you will find proof of the refunds. Depending on your bank, it may take up to 5 business days for the refund to reflect in your account. We hope this resolution is satisfactory.
  
  Thank you for your understanding.
  
  Best regards,
  Representative of Ryoko

• Initial Complaint

  Date:04/21/2025

  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 the Ryoko equipment as well as docking stations and a 6 month unlimited data package in the amount of $183.58. However, they have interrupted my service because according to them I have used too much data and therefore they were throttling my account. Their version of throttling means I've been cut off. Period. They are telling me that my services won't be reactivated until the next billing cycle which begins on May 1, 2025. My complaint is; If I'm paying for an unlimited data plan, why has my account been suspended until May 1, 2025? I have asked repeatedly what the data limit is on my unlimited data plan. They have not responded. I have sent them various emails but the refuse to reactivate my account until May 1st. They sold it to me as an unlimited data plan which is obviously a lie. I have tried to reason with them and even explained to them what unlimited data means. They are aware, however I do not get unlimited. I have the invoice showing the unlimited data plan if you need a copy with my redacted information. Feels like this is some kind of scam.

  Customer Answer

  Date: 05/01/2025

  Hello, I have not heard back from you. Supposedly my unlimited data plan was to replenish today May 1st and I still don't have access. What is the next step?

  Business Response

  Date: 05/12/2025

  Dear Customer,
  
  We appreciate your patience and the opportunity to address your concerns.
  
  Please be advised that we have been in direct communication with you and have addressed your concerns promptly. During our correspondence, we explained that our service is subject to a Fair Usage Policy, which is clearly outlined in the Terms and Conditions you acknowledged and agreed to at the time of purchase.
  
  Nevertheless, we understand your frustration, therefore we have decided to initiate a refund of USD ***** which is equivalent to 3 months of data subscription.  Please see proof of refund processed attached. Depending on the bank, the refund may take up to 5 business days. We hope this addresses the situation.
  
  Should you require any further information or would like to cancel the subscription, please do not hesitate to contact us.
  
  Sincerely,
  Representative of Ryoko.

  Customer Answer

  Date: 05/22/2025

  I was unable to respond to your email as the access code did not work. Please provide outcome of complaint.

  Kind regards,

  ***

• Initial Complaint

  Date:04/21/2025

  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 bought a device from this company along with a data plan and accessories. I bought the device November 20, 2024. I have not had the device for six months and it doesnt work anymore. *** reached out to the company April 11, 2025 with no response. I sent them emails. I sent them videos of the device not working. Now they want to charge me for auto renewal fee that I cant cancel myself. I want to change my data plan but they wont let me. They said that Im unable to cancel and theyre unable to cancel the auto renewal which would be over $235.00 for data Im not even gonna use. This is not a right way to treat your customers and they dont give options to change the data plan. I also want a new device to replace the one that isnt working. I have not gotten anything resolved. I reached out to the chat and the person was treating me like I was an idiotlike I didnt know how to charge a device and the person didnt even address the problem. The device is not working.

  Business Response

  Date: 05/09/2025

  Dear Customer,
  
  
  Thank you for bringing your issue to our attention. We regret any inconvenience that you have encountered.
  
  Please be informed that on our previous communication, we have confirmed to you that the subscription has been canceled and no renewal fees will charged. Furthermore, we have processed a full refund for your order. Attached you will find proof of the refunds. Depending on your bank, it may take up to 5 business days for the refund to reflect in your account.

  We hope this resolution is satisfactory.

  Best regards,
  Representative of Ryoko