Complaints

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

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Connext L.L.C. has 2 locations, listed below.

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  Connext L.L.C.

  2684 W 4800 S Roy, UT 84067-1738

• 

  Connext L.L.C.

  466 N Main St Clearfield, UT 84015-3222

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:06/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last week, on either Thursday June 5th or Friday June 6th, someone was sent on behalf of Connext to my home to say that they needed to install a "supporting anchor" (I have that in writing from the individual) to my utility pole. This was after zero communication in advance from Connext. That individual asked me in his "Note" to call; I did call, and he did not pick up, nor was I able to leave a voicemail. I then called the Utah Division of Public Utilities to inquire if Connext was a public utility, and they said no.
  
  On Monday June 9th, Connext sent Pineview Water to mark where the mainline was for "digging."
  
  On Monday June 9th, I called Connext and spoke to **** in Customer Service. She said that I should have received a "door tag" (I did not), and that they were a public utility, and that they were NOT installing an anchor, despite two contractors telling me they were.
  
  I asked for proof that they were a public utility and/or proof about the permit with the city, and Connext declined unless I gave them my address, which is not relevant to them being a public utility. I communicated multiple times that if they ARE in fact a public utility, they would have access to the easement, but that I was just asking for proof. Again, they declined.
  
  Finally, I communicated that I'm getting a new utility pole anyway, potentially rendering this "anchor" (that they say they aren't installing) a moot point, but that note was not taken or passed to the supervisor.
  
  To resolve this: I am asking for proof of BOTH that they are a public utility, AND the permit with the city, and I want the exact specifications of what is being "installed" as I have now been told different things. The reality is that I asked to speak to someone who could discuss the easement and the installation, and that did not occur.

• Initial Complaint

  Date:08/05/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 their business website: ********************************/ Connext repeatedly advertises that there are "NO Hidden Fees" associated with their Fiber Internet service. However, after being on the service for a couple months, I had continuous problems with using Plex to stream media from my home computer to my phone. After a tortuous troubleshooting quagmire, I eventually contacted Connext to look for solutions. I've attached the full transcript of the exchange.
  The short version is that Connext was causing the issue since they use a CG-NAT to distribute traffic. I've had 5 different ISPs before Connext, and none of them used CG-NAT technology, so I was always able to forward a port on my router to access a service running on my home computer from elsewhere. I never knew it was even possible to get home internet without a public IP address. Now, they are demanding a fee of $10 per month to get a public IP address to do what I've always been able to do for free on any other internet service. This is a "Hidden Fee" for the following reasons:
  1. I had NO WAY of knowing the fee existed before signing up for service. I re-checked every terms of service, legal document, and page on their website, and there is no mention of this $10 fee for a public IP address.
  2. I had NO WAY of knowing that this internet service would differ from my past experiences in this way. There were NO statements about CG-NAT, Port Forwarding, or Public IP addresses made in ANY of the legal documents or ANY of the materials or on their website.
  3. I have NO CHOICE, within the service, but to pay the fee if I want to use my internet the same way as I did with previous providers, as they have refused to waive it.
  For resolution, I want the false ad removed. I'd also like the fee waived for those of us who signed up for the service based on the false ad, if possible.