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:06/26/2025

  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.

  By far the worst internet provider ever. If it wasnt for our apartment - Merit Northern Gateway shoving this service down our throat as part of the lease, I would expect Wirestar to lose a substantial amount of business. The internet outages from this provider is insane. It has happened at least 4 times in 2025 at the time of this writing. The most recent outage has lasted for over 2 days and still ONGOING. How are these people so incompetent to not be able to fix an internet outage? For 2 WHOLE DAYS AND COUNTING?Wirestar obviously does not have the expertise, the equipment, or the infrastructure in place to be considered a reliable internet provider. By far the worst provider out there, i would stay away there are far better options out there. Youve been warned. Prepare for constant outages if you choose to use wirestar

  Business Response

  Date: 06/27/2025

  Dear Resident *******,

  We apologize for your recent service interruption.   As communicated throughout to residents that opened a case with WireStar, this service interruption was solely due to the Upstream Provider and not WireStar.  Unfortunately, there were multiple fiber cuts that delayed restoration efforts with the upstream provider.  Even though WireStar equipment and network were not the cause, we remained engaged and actively pursued resolution to the interruption, even going as far as escalating to the Upstream Provider Executive team to resolve.  We can confirm service has been restored to site.

  We understand the frustrations and inconvenience this caused for all impacted.  Once again, we sincerely apologize for the inconvenience and we hope you do understand WireStar did everything we could to pursue restoration as quickly as possible.
  
  Respectfully,

  ****** *******

• Initial Complaint

  Date:06/03/2025

  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.

  I have lived in this development since September 2024. I have had so many issues with this internet service provider that I cant even count the times. My main issue is that my ethernet ports do not work in my house. Devices are being blocked or not allowed to recieve an IP address. I am paying 90 a month for reliable internet and speeds and I have not received any of those. I am only able to use wifi which cut outs numerous times per day. I called the business and they stated that my latency is spiking very high and they will have to get back to me on what the problem is. I was told at least 4 different times the engineer team would call me back the next day and no call. I call support and they state the engineer team is unreachable at this time. I have called for help from this company at least ***** times and still have yet to have the problem fixed. Latest update on my case was 2 weeks ago and still no resolution or phone call back on an update. I have to call to get any information and all I get is " we will update your case saying you called in." I have tried contacting them for help so many times. I have tried everything. Now the Ring cameras for my house down work. My spouse an i work law enforcement and need the security cameras with the line of work we are in. I was told by wirestar its a site wide issue. I've talked to multiple people who live here and they all state their Ring cameras work fine. I feel like I have been lied to about everything wiresfar has told me. Im seeking help to resolve the issue. I don't even care about the months and months that I paid for full service to recieve 1/4 of it. The initial support helps all they can but all they can do is reset the router or update my case number. I feel like my spouse an Is lives are being put in jeopardy with no security cameras working to be told lies and Ring around with no solution in site.

  Business Response

  Date: 06/03/2025

  Hello *********,

  
  My name is ***** ****** - Director of Operations at WireStar Networks.  I will be handling the *** numbered ******** for you.  Together with senior level staff members I will prioritize the expedient resolution of issues affecting your services.  Please note that there are certain factors related to construction at this site for which WireStar was responsible and others for which WireStar was not.  Our goal will be to help you understand which items WireStar constructed and can support and which ones may require you to work with your local management team to resolve (with our assistance)
  
  Our priority will be to ensure that you have reliable hardline and wireless access for all devices.  Considering the wide nature of variables present in how devices connect to the internet, and the fact these variables change - it is easy to have perceptions that differ from what the support team may have tried to convey in the past.  Ring cameras, for instance, had a very well documented and publicly recognized issue connecting to various types of WiFi networks from all providers across the country in 2024.  This affected WireStar and many other providers, but ultimately ended up being something that ****************** team had to develop a fix for.  With our assistance we will assist you in figuring out what your specific ring camera is not functioning properly and resolve the issue, regardless of who is at fault.

  With respect to the ethernet ports in your unit, WireStar was not responsible for running the ethernet cables during construction, or putting the ends on them that make them work, however we did supply the device that connects them to the internet.  If there is a quality defect with the wiring inside the walls that was handed to us after construction, it is possible that could affect your ability to use services.  To streamline a repair for you, the best course of action may be for WireStar to dispatch a local technician to physically test all of the wiring that was installed by the contractors that built the buildings to ensure they will support our services properly.  We can coordinate that site visit directly with you.

  Lastly, to briefly touch on cost for services,  WireStar does not bill you for your internet services.  We have a bulk agreement with the ownership group of the property, and their management team sets the rate you pay.  These economic factors are not within WireStar's control, and we do not have visibility into how much they charge for our services.  I will happily advocate on your behalf to the property manager so that they can consider a credit back to you.  In turn we will gladly credit the ownership account for your unit.  
  
  Please bear with me while I work to collect all of the technical details required for me to properly assist and resolve your case.  I will reach out with next steps once I am able to do so.
  
  Thank you for bringing the matter to our attention
  
  Sincerely,
  ***** ****** - Director of Operations

  Customer Answer

  Date: 06/05/2025

  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. ***** was on the ****** Meet with my spouse for 2 hours helping him with ways to fix the two main issues that we have. The Ring camera has been fixed and is connected and the ethernet now works as well. I am very grateful that ***** took the time to help us out. As of now our ethernet is fixed. We had this issue before fix itself then a few weeks later it did arise again however for now it is working and we are very thankful. ***** was a big help and talked my spouse through everything. 
  Regards,
  
  ********* ********

• Initial Complaint

  Date:04/03/2025

  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.

  I have been trying to get my mother landline phone service at The ********* (assisted living), Room 202, for over 2 months. She has been unable to master cell phone use and Wirestar is the facility's sole landline provider. The first successful contact was on Feb. 24, 2025 by The Waterford's mgmt., having failed 3 times myself. I received the proper paperwork by e-mail and returned it that day. On March 1, I received notice from Optimum that my mother's previous number had been "ported" to Wirestar, as requested, then nothing. Management contacted Wirestar again and they got back to me on March 19, apologizing for the delay. Then nothing. No response to my e-mail of March 27. They have not even asked for my billing information. My mother, age 93, has been unable to contact the outside world since Jan. 26 when we first plugged her landline into the existing **** ****. She wants to talk to friends and family and vice versa. I can't even contact her myself, other than in person. Wirestar's price is reasonable, but their service is ... non-existent. I want them to just provide service to an old lady's phone, as promised by both Wirestar and The Waterford! How hard can it be?

  Business Response

  Date: 04/14/2025

  Mr. ****,

   

  We apologize for the lengthy delay in connecting phone services.  I do show services were installed and connected on 4/4/25.  If you have any additional questions or concerns, please don't hesitate to reach out to WireStar directly.

   

  Respectfully,

  ****** *******

  Customer Answer

  Date: 04/16/2025

  Complaint: 23158531
  
  I am rejecting this response because:

  As of about 4:30 pm, 4/16/2025, when ************ is dialed, a phone ring is heard on the calling end (this is new). On the receiving end it may be ringing ... somewhere ... just not the phone in apartment 202 of *************. The phone is plugged into the electrical and phone jacks and reads "no line" like always and no dial tone. Using a mobile phone I have called while in the room ... nothing on her end.

  FORGET THE WHOLE **** THING!

  My mother will be moving to another assisted living facility by the end of the month, at least partly due to her inability to contact the outside world.

  Wirestar's incompetence knows no bounds.

  
  Regards,
  
  ******* ****

  Business Response

  Date: 04/23/2025

  Mr. ****,

   

  First, we apologize for the phone not working properly after installation.  Reviewing your Case with WireStar, I show our last communication to you was on the 4th of April advising that a technician was installing the phone that day, and then a follow up closing the case as everything was installed and working.  The closing email also stated reply to the email or call us if there are any issues.  Unfortunately, I'm not showing any further communications from you advising of any issues experienced.
  
  Once again, I apologize that there were issues after installation, however WireStar cannot resolve those if we aren't aware of issues.  If you would like to discuss further, please reach out to me directly at ************.
  

  Respectfully,

  ****** *******

  Customer Answer

  Date: 04/23/2025

  Complaint: 23158531
  
  I am rejecting this response because:

   

  Complaint: 23158531
  
  I am rejecting this response because:

  Wirestar now says they couldn't fix the problem after installation because they were not aware of it. Below is the message sent to Wirestar on 4/16/25 via the BBB web site:

  "As of about 4:30 pm, 4/16/2025, when ************ is dialed, a phone ring is heard on the calling end (this is new). On the receiving end it may be ringing ... somewhere ... just not the phone in apartment 202 of *************. The phone is plugged into the electrical and phone jacks and reads "no line" like always and no dial tone. Using a mobile phone I have called while in the room ... nothing on her end.
  FORGET THE WHOLE **** THING!
  My mother will be moving to another assisted living facility by the end of the month, at least partly due to her inability to contact the outside world.
  Wirestar's incompetence knows no bounds."
  

  I don't know how else to tell Wirestar that the phone NEVER WORKED. Period. 

  The phone itself was moved to another line elsewhere and it worked fine.

  My mother moved from The Waterford on 4/21/2025 so the point is moot. The problem was never resolved, and I am done with Wirestar. 

   

  Regards,

  
  ******* ****

• Initial Complaint

  Date:03/22/2025

  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 have had this internet since September and it has worked maybe a good 3 months out of the 7 that I've paid for. The wifi signal is useless upstairs and has of the last 3 weeks, the service will not allow me to gain an ip address for anything plugged in. I've been in contact with this company multiple times and they still have yet to offer for someone to even come out and look at the unit. They call me and try something and then say they will update my case number. I pay 90$ a month and have had nothing but issues and not once was I even offered a compensation for the continued interruption in service. I just want my service to be fixed. It's nothing but "we will try to fix it." No emails or support Friday saturday or Sunday. Even the support says we will investigate the issue. I need help with this. They don't seem to want to get someone to my address to replace their equipment or fix their equipment. I've talked to almost everyone that works on their support and none have helped me. They only response I get from all of them is "I will escalate this issue and hopefully we can get it fix." This support is pathetic for an ISP

  Business Response

  Date: 04/28/2025

  *******,
  
  We apologize for the experience you've had.  We've reached out many times and have not received a response.  The last communication we have from you was on 3/24/2025 @ 1:32pm where you were asking for an update, to which we immediately replied back on 3/24/25 at 1:35pm asking to connect you with our Director of Operations to work with you on the issues you were experiencing.
  
  Additionally, we reached out again on 4/10/2025 at 5:49pm extending the same invitation to resolve any issue you are experiencing, and again on 4/14/2025 at 1:13pm to coordinate a time to with you to troubleshoot and resolve.  We cannot resolve the issue if we are not receiving any communication back from you.
  
  In regards to the cost of service, you do not pay WireStar for the service, nor does WireStar control the cost of service to the resident.  
  
  Please contact us if you are still experiencing issues so that we can resolve those.  ************** or ************************************************************
  
  Respectfully,

  ****** *******
  
  

  
  

• Initial Complaint

  Date:03/05/2025

  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 speed has consistently dropped below 1mbps over the last month and there have been multiple internet outages. I opened a ticket (case# *****) on 1/24/2025, no response Followed up via email on 1/28/2025, no response Sent another follow up on 1/29/2025, no response

  Business Response

  Date: 03/05/2025

  ****** ***** was experiencing internet issues, however we worked with ****** throughout the first couple weeks in February with complete resolution on the 18th.  This has been confirmed by ****** ***** and documented in our ticketing system.

  Customer Answer

  Date: 03/10/2025

  Complaint: 22875459
  
  I am rejecting this response because:
  The issue is resolved for a week, then something else comes up. All weekend (3/8-3/10), the internet speeds would be stable for an hour, then slows down for 15 minutes. Now its happening with my Macbooks during work hours. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/11/2025

  ******,
  
  We are sorry to hear that you are experiencing an issue again.  Have you called into WireStar and reported the issue?  I do not show an open case for you or your unit.  The last response WireStar received from you was on 2/20/2025 at 8:10am with the following message:
  
  "Following up here again, so that the resolution is documented.
  
  Yes, internet speeds improved, thank you. A lot of the problem is consistency, so its ultimately too early to tell. But so far so good."
  
  Again, no other correspondence has been received until this rejection.  I have reopened Case# ***** at WireStar and sent you the following email this morning as I know you prefer that over phone calls.
  
  "******,
  
  I am re-opening your case due to your response with the BBB.  Please provide a detailed description as to the issue(s) you are experiencing, such as slow speeds or disconnections.  Please provide all device information that are experiencing the issue.  Any additional information such as time of day the issue occurs, frequency, approximate location in comparison to your Access Point, etc. that you can provide us will assist with identifying and resolving the issue.
  
  For further troubleshooting, I have a WireStar technician scheduled for your unit tomorrow, 3/12/2025.  Please provide the requested information so that our technician can be prepared and have an idea of what to look for when on site."

• Initial Complaint

  Date:01/22/2025

  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.

  January 7th my electric door lock stopped working with the phone app that controls it and a call was made to have it fixed. Since then, two more work order tickets have been made and nothing has been fixed. The door lock will not respond to the phone app and now let's out loud, long beeps and will not lock.

  Business Response

  Date: 01/22/2025

  Mr. ******,

  First, I apologize for the duration of your issue.  We strive to resolve all issues as quickly as possible and we should have followed up with you to let you know a technician is being scheduled for onsite repair.  I believe a member of our Support team reached out to you this afternoon and confirmed that a tech is scheduled to be on site at your location tomorrow morning and resolve this issue.

  We appreciate your understanding and patience.  If you have any additional questions or issues, please don't hesitate to reach out.

  Respectfully,

  ****** *******

• Initial Complaint

  Date:11/21/2024

  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 started a ticket with WireStar networks on November 1st 2024 due to internet speeds of 75mbps download and 5mbps upload. These speeds could not run anything. WireStar markets fiber internet with speeds of 1gb download and upload. WireStar did not send a technician to my apartment until November 19th, so I essentially went without internet for two weeks with no updates. In the weeks between November 1st and 19th myself and the property manager of my apartment building contacted WireStar well over 10 times. There was never an answer as to why my internet was down, how it would be fixed, or when they would fix it. I was told multiple times that I installed a WiFi extender and thats why I didnt have internet. I never installed a WiFi extender and the technician confirmed that on November 19th. They will not transfer you to anyone outside of the tech support you can call into, my ticket was escalated over ************************************* each time. I was never contacted until the 19th so I had to call in each day. When a technician finally came out 18 days later his first fix was that we switch to solely wired internet connections for all of our devices. When we declined this, he moved our access spot to another wall in our apartment. He then stated that all the wires hanging down from their equipment looks like they should be connected but the person installing our equipment did not have the part needed to finish the job. He explained that this is the reason we dont have internet in any of the ports in our apartment only internet coming from the box in the wall. After this technician came in, we had internet from about 5:30pm November 19th to 5:00am November 20th. We were not officially notified of this new outage until 10am November 20th and that was by our apartment complex management. WireStar is now claiming they have a service outage across their entire client base. This is unacceptable service, product, and internet.

  Business Response

  Date: 11/21/2024

   ******* *******
    Ticket created 11/1/2024 8:18 PM CST   Ticket resolved 11/20/2024
  ******* called on 11/1/24 stating no issues prior with services but slow speeds started on 10/31/24. On 11/1/2024, troubleshooting began, as WireStar adjusted WiFi settings to remotely mitigate any interference on the WiFi network the resident may have incurred. This did not resolve the issue for the resident However, WireStar did find non WireStar device(s) broadcasting to a degree that was creating further wireless disruptions. Dispatched was then scheduled for 11/18/24. However, the Technician was unable to make the original date, due to a vehicular accident. This was then rescheduled to the 19th, and was able to resolve the initial issue by moving the residents WiFi access point to a location that would be more beneficial. However, a separate issue on 11/20/24 affected WireStars wireless management at the location. The impairment was related to the wireless devices only, ETH  was not impacted. This was resolved within hours. As to the speeds presented in the statement, WireStar speeds to this location are reflected as up to 300x300Mbps wireless (dependent on end-user device & wireless interference outside of WireStars control), and up to 940x940Mbps via Ethernet.
  
  

  Customer Answer

  Date: 11/22/2024

  Complaint: 22583403
  
  I am rejecting this response because:
  
  Wirestar did NOT find any other equipment in my apartment, this came from their own technicians mouth. THERE IS NOT AND NEVER HAS BEEN A WIFI EXTENDER. So how about before you lie in a statement you do some fact checking instead of blaming me for hooking something up THAT YOU HAVE NEVER IDENTIFIED for the fourth time. I live in an 1100sqft apartment, why would I ever install an extender?
  What else did the technician say? Oh thats right You know all those Ethernet cables hanging down out of the hole in your wall? It looks like our guys started hooking internet up to your wall ports but maybe they didnt have the part. You might have to get someone else out here to finish up this wiring because right now you have no internet going to any of the ports in your apartment Wow! You guys couldnt even get the original install right!

  It took you twenty days to fix a major issue. I did not have usable internet for twenty days. Over two weeks to send a technician to even start fixing an issue. Look at your reviews, you do not provide the service you advertise. You advertised 1gb download and upload at the hub because you know your service could never get close to that even over Ethernet. I have personally never seen over 240mbps download over ethernet so you only missed it by 700mbps, good try though! 

  People are breaking their lease over your service. Thats how truly terrible your internet and customer service are. Please get real and be honest with yourselves and others.

  Regards,
  
  ******* *******

• Initial Complaint

  Date:10/07/2024

  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 am writing to formally express my dissatisfaction with the service provided by Wirestar Internet, and to seek your assistance in resolving an ongoing issue.I have been experiencing frequent internet outages since January of 2024. Despite my repeated attempts to contact customer service, the problem remains unresolved. Each time I reach out, I am met with assurances that the issue will be addressed, but there has been no tangible improvement.The unreliable service has significantly impacted my ability to work from home and access essential online resources. I have adhered to all troubleshooting steps provided by the company, yet the problem persists.I would appreciate any guidance or support the Better Business Bureau can offer in helping to resolve this matter. My hope is to receive a prompt and effective response from Wirestar Internet to restore my internet service to the level promised in our agreement.Thank you for your attention to this matter.

  Business Response

  Date: 10/07/2024

  ****** ****** - Issue Summary (Ticket #*****)
  Contact Info:
  Phone: ************
  Email: *******************************
  
  
  
  Timeline of Events:
  9/25: Initial issue reported as a password error. We provided the resident with their login credentials after a follow-up.
  9/28: The resident reported intermittent connectivity, stating that all devices were dropping from the network. He mentioned that he had to "forget" the network 3 or 4 times before successfully reconnecting.
  9/29: The resident reported the same password error. Later that day, he indicated that only his TV was unable to connect, experiencing the password issue. Subsequently, the resident reported a total loss of Wi-Fi connectivity. However, Ethernet was still functional, and the resident requested a technician visit his apartment.
  10/1: We informed the resident that further troubleshooting would be required. The WireStar agent followed up and suggested that the issue may have been caused by AP hopping to a neighboring access point (AP), which had since been disabled. As a precaution, The WireStar agent performed a factory reset on the resident's AP.
  10/3: Despite the reset, the resident reported that none of his devices were able to connect. We assured the resident that we were continuing to investigate the issue.
  10/4: The resident requested an update.
  10/5: **** re-enabled the neighboring AP and disabled/reenabled the authentication account. This action resolved the connectivity issues. The WireStar agent confirmed with the resident that all his devices were successfully connected and the issue was fully resolved.
  
  
  
  Resolution Summary:
  After a thorough investigation and multiple follow-ups, the issue was identified as AP hopping caused by a neighboring access point. Disabling the neighboring AP and resetting the resident's authentication account resolved all connectivity problems. The resident confirmed that the Wi-Fi is now functioning properly on all devices.
  
  

• Initial Complaint

  Date:10/01/2024

  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 moved into a new house September 8th 2024. The development has wire star as internet and charges 60 a month for service. I am paying for 300 mbps wireless speed and 1gb of wired speed. I have 30mbps of wireless and all of the wall plugs for the ethernet do not work. This company has known for around a month and now they won't return my calls or return my support emails. I keep getting the same response thst they will update my support case number. That's the only response I receive after calling almost everyday since I moved in. I am paying for services that I do not receive and they won't help fix the issues with the company they chose to install the outlets into the walls.

  Business Response

  Date: 10/01/2024

  Incident Report - Resident Ticket: 9/5/2024
  Issue Summary: On 9/5/2024, a ticket was submitted by a resident reporting issues with a malfunctioning ethernet port. Over the course of several days, Wirestar conducted troubleshooting efforts to diagnose the problem, but as Wirestar was responsible solely for providing electronics and not structured cabling, we identified the root cause as an issue with the resident's ethernet ports.
  Troubleshooting and Actions Taken:
  Ethernet Port Issue:
  On 9/7/2024, after verifying that the ethernet ports in the unit were indeed not functioning correctly, it was determined that the issue fell under the responsibility of the low-voltage contractor (LVC) for the *** site.
  Since then, we have been in continuous communication with the **** attempting to expedite the resolution of this cabling issue.
  Wireless Speed Issue:
  The resident also reported slow wireless speeds. In response, we conducted a series of remote optimizations to enhance wireless performance.
  We are actively monitoring this situation and will continue efforts to ensure this issue is fully resolved.
  Next Steps: We will persist in coordinating with the low-voltage contractor to rectify the ethernet port malfunction. Meanwhile, our team remains dedicated to resolving any ongoing concerns related to the wireless network performance.

  Customer Answer

  Date: 10/06/2024

  Complaint: 22360231
  
  I am rejecting this response because:
  I am still paying for services that I do not get. I was never offered compensation for the slower speeds nor that wall plugs don't work. I understand that it may not be wirestars fault but it's been a month now and nothing has been done. The only response I get is that my request has been updated. That's the only answer that I get. If wirestar had someone else run the wall plugs then it seems like wirestar is almost at fault. ******* would have sent a tech out with in the first week. All I get is " sorry it doesn't work. We are trying. We will be in contact with you." That has been the best help I have been able to receive. No a single tech has been out from wirestar to confirm it's not their equipment. I just want help. I want this fixed. It's been a month of calling every week. Multiple times a week. Multiple emails. Sometimes saying sorry or we are trying doesn't cut it when it comes to customer service. I need help with this issue. The slow speeds are not some else's fault. The internet disconnects are not someone's fault. With all of these issues l, it seems like aorestar equipment is at fault but the blame is being pushed on someone else. 
  Regards,
  
  ******* ******

  Business Response

  Date: 10/09/2024

  We are actively collaborating with the property to resolve the outstanding cabling issues, and the leasing team is fully aware of the situation. While we manage the wireless and internal network within the property, multiple teams are involved in achieving a resolution for the Ethernet ports within the unit.
  I saw your response in the ticketing system this morning, and please be assured we are continuing to work on resolving the issue. If we are able to resolve it directly, we will expedite the process to ensure a swift solution.
  Regarding the request for a credit, please note that internet services are part of the leasing agreement and are not paid directly to WireStar. Additionally, we have been informed that a new leasing manager has been assigned and is now fully informed about the matter. We are optimistic this will help facilitate a quick resolution.

• Initial Complaint

  Date:07/24/2024

  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 have a tower that has a dish for fixed wireless. Wirestar is the dish provider. It has been 14days with no service because the dish needs to be realigned. ******* Service Manager with Wirestar has no idea when it can be fixed. I am still paying for service with no service. The idea that in 14 days and I can't even get a date on when they can come out is beyond words.

  Business Response

  Date: 07/26/2024

  Dear Better Business Bureau,
  Regarding ticket number *****, created on July 11, 2024, for **************:
  The reported issue was a disruption in ****************** internet service. Upon investigation, we confirmed that **************, a fixed wireless customer, has remained connected to our tower. However, his signal strength could not receive internet due to the dish on the customer end shifting away from the tower.
  This displacement was caused by Hurricane *****, which affected ******* and surrounding areas including Mr. ****** address. Mr. ****** ***** is mounted on a customer-provided ******* mini tower, and realigning the dish requires the expertise of tower technicians and safe weather conditions. I have personally communicated with ************** on multiple occasions about the necessity of having climbers address this issue of the alignment on his customer-provided tower.
  Despite the challenges of weather to safely schedule a tower climb on the customer-provided tower, we have scheduled a service call for ************** on July 26, 2024, between 9:00 AM and 12:00 PM. We regret the delay but ask for understanding as we manage extensive repairs across our service region due to the hurricane's impact.
  We are committed to restoring ****************** service as swiftly as possible and appreciate his patience during this time.
  Sincerely,
  *************************
  NOC Manager
  ********************************* ************