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Business Profile

Internet Providers

Point Broadband

This business is NOT BBB Accredited.

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Reviews

Customer Review Ratings

1.26

Average of 39 Customer Reviews

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Review Details

  • Ricky N

    Date: 09/28/2023

    Having issues with service, it starts at 7pm every day to around 11-midnight. So slow you can't even stream TV services. And my security system/outdoor cameras starts glitching. I have and am paying for 300mbs service, between those hours mentioned it goes down to 3 to 4mbs. I believe they are throttling peoples service. I can't get any help, people promise to call me I never hear back. They flat out refuse to let me speak to a supervisor (never have any to speak to in ANY department Ispeak to). I've called 9 times about it in the last week and half. Been going on for a long time now.

    Point Broadband

    Date: 10/17/2023

    Ricky, we appreciate your feedback. We are in the process of upgrading our network and hope to improve any connectivity issues.. After reviewing the account, it appears that a credit has been applied to the account. We apologize for the inconvenience and please let us know if we can be of any further assistance. Thank you for being a Point Broadband customer.

  • Lyndi J

    Date: 09/15/2023

    Had their service for a few months and everything was great. Then Sunday Sept.6 Roku streaming started buffering, Tuesday 12th at around 1:30 pm lost service called customer service (set on hold 30ish min) they asked about my wireless router which was older and said that might be the problem. Scheduled an appointment for the 14th (no earlier appt.)Went out bought another router but before we could install it the service came back on around 8pm. Installed the new router anyway. Wed 13th internet went out again around 1:30pm, called customer service (set on hold 45min) explained the situation, the rep was rude and said there was nothing she could do. Around 8pm the service came back on with nothing being done. Thurs 14th around 11am the tech showed up, ran a laser on the line (it was fine), changed their router for a new one, ran the reboot with tech support and left. The service died again around 1:30pm. Called tech support (sat on hold 45min and another 15 min after being connected to tech support) the service came back on while I was on hold but they couldn't tell me why a pattern of my internet going out at the same time 3 days in a row. Hung up with them and about an hour later service went out again. Called tech support again and for the next 2 1/2 hours I was either on hold or being told it wasn't their fault that my new router was probably bad and they didn't like my frustrated tone of voice. At one point the woman informed me she was more educated than me and so she was right and I was wrong. Two routers, scheduled outage 3 days in a row and it's not their fault. Cancelled the service when after since their tech department can't fix their own service issues and just blame everything else. Asked around and it seems to be happening daily to everyone I spoke to. Now I'm waiting 45 days to get a refund because I was charge on the 12th. I highly advise against using this internet provider. They are unreliable and incapable of fixing problems when they arise.

    Point Broadband

    Date: 09/21/2023

    Point Broadband apologizes for the negative experience that you encountered with our company. We will attempt to escalate your refund check.

  • Jon M

    Date: 09/13/2023

    This company continues to decline. They've already had a monthly bill increase this year. They have now decided to add to the disservice by implementing a $5/mo charge for receiving a paper bill. As if that weren't enough, they've also decided to charge $5/mo if your account isn't enrolled in auto-pay. This is coupled with outages that you have to report ONLY AFTER the outage is fixed by providing dates and times of the outage. One would assume they have that information. Then there is a chance they will apply any lapse of service back to your account. Usually this is only said to be done and never completed. Perhaps someday this company will understand how the provider/consumer dynamic works. However, I wouldn't advise holding your breath.

    Point Broadband

    Date: 09/21/2023

    Point Broadband appreciates the feedback. The industry standard encourages paperless bills and autopay for a more positive experience for customers. Our team is working towards a higher quality of monitoring on our equipment for outages and service issues so we can better serve our customers. Thank you for being a Point Broadband customer. 

  • Anita K

    Date: 09/06/2023

    No one answers their phones at our local pb and can't find a number for kind of help. Been out for 3days

    Point Broadband

    Date: 09/21/2023

    Point Broadband apologizes for your outage and your inability to get in touch with someone to help you. Our toll-free number is ************ and we have 24/7 technical support.

  • Amber D

    Date: 08/28/2023

    This is the absolute worst service I have ever had! The customer service is terrible. Service is even worse pay $150+ for the internet to work only 2 weeks out of the month!

    Point Broadband

    Date: 09/21/2023

    Point Broadband recently had outages in this area. We apologize for the inconvenience and have issued a onetime 25.00 credit to your account. Our team is continuously working to provide reliable services that our customers deserve. Thank you for being a Point Broadband customer. 

  • Kallie D

    Date: 08/28/2023

    We have been experiencing outages for the past two weeks. I work remotely and have had to lose pay and time due to not having internet. When I call the customer service reps sound friendly but the issues still arise. We are awaiting a tech to come out to the house to service the router which customer service says is the issue, but the technician is an hour past his time slot of 3pm to 5pm and according to customer service he is still having another service call an hour away.

    Point Broadband

    Date: 09/05/2023

    Point Broadband apologizes for the inconvenience due our technician not arriving on time. Point Broadband hopes that all your service issues are resolved and if not, please let us know as soon as possible. Thank you for being a Point Broadband customer.  

  • Randall r

    Date: 08/19/2023

    This company has the worst possible service available. I dislike it greatly and wish they’d never purchased our local Internet provider. You cannot reach them on the phone. If you do they hang up they don’t call you back and you cannot get them through email so I’m stuck I have a business. I must use the Internet and it is totally unreliable.

    Point Broadband

    Date: 09/06/2023

    Point Broadband strives to provide reliable internet service to all our customers. We apologize for any inconvenience and have reviewed your account, and it seems the issue has been resolved. We have reached out a couple of times to confirm but was unable to reach you. Please let us know if you are still experiencing service issues so we can address them immediately. Thank you for being a Point Broadband customer.  

  • Breanna R

    Date: 08/19/2023

    I have been attempting to reach someone. I did send an email yesterday as the customer service line has been a challenge. I am moving next week. I need to transfer my internet service to the new address or find a new provider.
    I was finally able to reach a customer support rep today who forwarded me to another department for assistance. However, after over an hour on the phone waiting as 4th in the cue the entire time, then awaiting a return call and 15 more minutes on the line, the call was transferred to a department that is currently closed, per the recording. It immediately disconnected after the recorded message.
    I tried calling again after 40 minutes on the phone, I was transferred to customer service but as soon as I was transferred, the phone rang and I was immediately disconnected. I have full cell signal & never have phone service issues here, so I am unsure what is going on.
    I have now spent an additional 1 hour on the phone, remained in the same position in cue (next) and now an additional call for over 30 more minutes, yet again "next" in cue, supposedly.
    At this point, we may need to look at changing internet service providers. Not only has it been impossible to reach someone who can help us (not the first time with this issue), the service hasn't been great- frequent outages. I switched from ******** and although I can't believe I'm saying this, I may need to switch back.

    Point Broadband

    Date: 09/05/2023

    Ms. ****, we apologize for your negative experience on trying to transfer your services. I have confirmed services were disconnected on 8/25/2023 and stopped billing. We would love to have you back as a customer so please reach out to us if we can assist you with new services.  

  • John A

    Date: 08/19/2023

    Moved & retired to ******* ******* on May 15, 2023. We love *******, but Point Broadband is a TOTAL NIGHTMARE! We finally got internet service three (3) months later, but it does NOT work over half the time. Called for technical assistance numerous times, but always 15 callers ahead of us. Promises, promises from employees of this company, but no one delivers. Most workers digging around my yard appeared to be outsourced people.
    Ok, Point Broadband, we give up!! I will cancel our business, if I can talk to someone. Frustrated!!!!!

    Point Broadband

    Date: 08/24/2023

    Point Broadband will reach out to Mr. ****** and address his service issues.  We have issued a onetime 20.00 credit to the account for the inconvenience and will schedule an onsite to fix his service issues if needed. 

  • Taryn F

    Date: 08/18/2023

    The price goes up and the quality goes down. We have had an outage almost every day for the past month. We work from home and have lost pay and unplanned time because of this. If you can avoid going with Point Broadband, do it. Customer Service is a joke. We called one time and the "tech" said it was our router so we hard wired in and it still cut out so we called again and another person said "oh yeah, we've been having problems since yesterday". They will say whatever to get you off the phone so they can deal with the queue of complaints and the queue is always painfully long.

    Point Broadband

    Date: 08/24/2023

    Point Broadband apologizes for your service issues. We have credited 15.00 to your account for the inconvenience and will be calling to schedule for a field technician to come onsite and address the service issues. 

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