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Business Profile

Cable Installation

Shenandoah Telecommunications Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Shenandoah Telecommunications Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 37 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Shentel line buried on my property, needs to be re-located, runs directly underneath foundation, and across required location placement of electric conduit and septic line, direct interference of both. Requested Shentel **** existing line via Miss Utility in October 2024, request was declined, resulting in broken line. Shentel responded at that point, repaired line but still did not **** existing line across property. April 11, 2025 Shentel ****ed line, runs directly under foundation site of build. Called Shentel, requested line be moved. Ticket #************* response.4/17/2025 called Shentel ************ again, ticket escalated, no response. 4/21/2025 called Shentel, no response.5/9/2025 called Shentel **************, given ticket #SHENDNC022455, told engineer would make contact within 72 hrs to arrange a meeting at site. No response. 5/13/2025 called Shentel **************, inquired at to status of ticket #SHENDC022455, was told engineer had been contacted requested to contact me. No response. At this time over 4 weeks from initial request to adjust line location there has been no response from Shentel. Builder, excavator, plumber, electric company (****), all hired services and deliveries are on hold. There has been no contact from Shentel in over 4 weeks since this request was made. This home build project is on hold, storage fees are stacking up, businesses and services are on hold, all waiting for any effort to resolve this issue. The lack of any response from Shentel is astounding. This is unacceptable.

      Business Response

      Date: 05/28/2025

      We have contacted Mr. ***** on May 28, 2025, and he confirmed that we did run the temp line as requested and that he will call us back when he is ready for it to be buried. He shared everything was good. Marking this as completed. 

      Customer Answer

      Date: 05/30/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

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

    • Initial Complaint

      Date:05/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Glofiber was installing lines in our neighborhood about 2-3 months ago and in doing so they cut the invisible fence line for my dogs. When we called the dog fence guy to come fix it he told us what happened. I thought it just wasnt working. The dog fence technician told us that he would take pictures and send them to us in an email and if we let Glofiber know what happened they would reimburse for the damage. I called and spoke to someone at Glofiber and told what happened and sent them the pictures along with a description of the damage that the dog fence technician included. They told us they would reimburse us for the damages by sending us a check. After weeks of waiting I called a second time to find out what was going on. They told they would send it up the chain to be resolved. After going through this merry go round about 3 different times with 3 different people, I finally spoke to **** ***** who must be one of the big bosses. He said that they have a 3rd party that sends out the checks and that it was sent out. I told him we never received the check. He then followed up with the 3rd party and confirmed that we never received or cashed the check for damages to our invisible dog fence. He said he would have them send us another check which we still have not received. Its been over 2 months or more with no resolution of the damages they caused. I even told them that ** accept not having to pay a monthly bill until the debt was paid. I pay around $90 a month for service so I figured 4 months of free service would be ok as well. I tried calling again in the last day or so with no call back from anyone. I just want reimbursed in some way for the damages they caused whether be an actual check that shows up to my house or dont charge me until the debt is paid. Please help. Ive been very patient. All of this has been going on for at least 2-3 months.

      Business Response

      Date: 05/14/2025

      Mr. ******* received his reimbursement on 5/12/25 that was requested within the complaint. He did confirm on 5/14/25 that all is good. 

    • Initial Complaint

      Date:02/24/2025

      Type:Product Issues
      Status:
      Answered
      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.
      SHENTEL has refused to transfer my telephone number to Consumer Cellular. I first made the request February 18, 2025.

      Business Response

      Date: 03/03/2025

      Please see the attached letter sent to Mr. **************

    • Initial Complaint

      Date:02/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 request the assistance of the ****************** regarding a significant issue I have encountered with the installation of Glo Fiber services on my property. Specifically, I am concerned about the damage to my driveway caused by improper installation procedures during the boring process conducted by Glo Fiber.During the installation, Glo Fiber bored under my driveway without properly backfilling the holes afterward. As a result, the ground where the boring occurred has sunk, which allowed water to fill the hole. Over the winter, this water froze and subsequently caused the driveway to lift. This is particularly concerning as the driveway is less than three years old and was in excellent condition prior to the installation.Upon further inspection, I noticed that another driveway on my street that was bored under during the same installation also show signs of damage, including slight lifting. Based on this, I believe that the improper backfilling technique used during the boring process has caused widespread issues.The damage to my driveway has left cracks and significant deterioration, which I estimate will cost just under $10,000 to repair. In order to rectify the situation, I request that Glo Fiber, under your guidance, repair the holes caused by the boring process, including properly excavating the sunken ground, refilling it, and compacting the layers to prevent further sinking. Additionally, I request compensation to cover the costs of hiring a reputable asphalt company to replace the driveway.Thank you for your time and consideration. I look forward to your response and assistance in resolving this matter.I have contacted them more than 12 times to resolve this issue.

      Business Response

      Date: 03/03/2025

      Please see the attached letter this has been sent to Mr. ************

      Customer Answer

      Date: 03/07/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:

      Dear *** ******,


      I am writing in regard to your response to BBB complaint #********. Upon review, I your response fails to address key issues and contains several inaccuracies that require clarification.
      First, your response does not acknowledge that the areas near my property excavated for the fiber installation have sunk, indicating that proper backfill and compaction techniques were not followed. This has led to water infiltration, which then froze as the weather turned colder. Your focus on other driveways lifting is not only irrelevant but also incorrect, as it cannot be used as a basis for explaining why my driveway has lifted. Neither you nor I can speak to how those other driveways were installed, but I can state with certainty that my driveway was properly backfilled, compacted, and the asphalt was applied correctly (all on video as well along with Glo Fibers installation).
      Furthermore, as a registered engineer, I must point out that you are not qualified to make engineering evaluations in the state of ************. Your assessment of the situation lacks the necessary expertise, which is why your response is not valid. My driveway was installed within the last three years without issue, and the only event that has caused the damage is the excavation work performed by Glo Fiber.
      With that in mind, I am offering a one-time settlement of $5,000, which represents approximately 50% of the cost of removing the driveway, properly backfilling, compacting and repairing the driveway. If this offer is not accepted and a check for the amount is not received within 21 days of this email send date, I will have no choice but to involve my attorney and file a claim in court.
      Please let me know how you wish to proceed.
      Sincerely,
      **** *****

      Regards,

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








    • Initial Complaint

      Date:12/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 12-14-2024 glofiber digging in front yard to tap off a line they ran months ago to service my neighbor and now doing it for another neighborevery time someone decides to hook up to glofiber they dig up my front yard and both sides of my driveway.has to be a better waypoor planning

      Business Response

      Date: 12/31/2024

      Please see the attached letter with our response to *** ******. 

       

      Thanks, 

      Pat 

      Business Response

      Date: 01/02/2025

      Please see the attached letter we sent to Ms. *************

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Glo fiber installed a fiber line across my property to a neighbors house. The line is laid on top of my driveway with no covering and is sticking up in the air causing a safety concern. Additionally the line is not fully buried and exposed in my yard. I have contacted the digging supervisor to get this issue resolved multiple times with no resolution. I have filed tickets with customer service with no resolution. This has been ongoing since July with no effort from the company to solve the problem.

      Business Response

      Date: 10/21/2024

      Please see the attached letter that went out today to Mr. **************

      Customer Answer

      Date: 10/23/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

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

    • Initial Complaint

      Date:09/12/2024

      Type:Billing Issues
      Status:
      Answered
      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 their fiber optic service, and within a few days, within the time allowed, I canceled the service. I shipped back the three devices that I was using - modem and routers. They continue to send me bills. I want this to stop. I dont want these bills to affect my credit rating.

      Business Response

      Date: 09/25/2024

      Please see the attached letter with our resolution. 

    • Initial Complaint

      Date:08/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      See attachment.

      Customer Answer

      Date: 08/24/2024

      The company contacted me after I alerted them of the filing of the compliant and have resolved my issue satisfactorily.  I would like to close the complaint if possible.

      Business Response

      Date: 08/26/2024

      This was taken care of due to *** that Mr. ***** filed. Please see below the resolution: 

      Dear Mr. *****,
      My name is ******************* and I am the Supervisor for our Customer Experience Team for **********************. This letter is regarding the *** complaint you filed because of construction damage to your property.
      We understand how frustrating it can be when things are not to our expectations. Please accept our apology for it taking as long as it did from the first time you called in about the issue.
      Thank you for working with our team here at GloFiber to get a resolution, it was shared with me today that you received the check and you shared that we were good to close the *** complaint.
      Please do not hesitate to reach out with any other questions or concerns.
      Sincerely,
      *******************

    • Initial Complaint

      Date:07/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A few months ago a storm broke a ******* pole in my yard. They finally came a replaced the broken pole. The job they did setting this new pole is outrageous. This thing is leaning so bad and looks lol h*** in my yard, not only that the lines are laying on the ground from the pole leaning so bad. Ive called and called and sent emails and all they say is we will come look at it. Its very hazardous if someone should get in the line but they just dont seem to give two s**** about it or how horrible this pole looks in my yard. Please help me get them To do the right thing and fix this issue ASAP

      Business Response

      Date: 07/29/2024

      Please see the following letter that was sent to ****************. We also followed up with our field techs for Mr. ******* had further concerns that after the anchors were set and the pole and line were back in place on Thursday, July 25, 2024 that the pole was still crooked. The response from our field tech and reported back to the *** WV "There is no hazard with the pole. It is set the way it is to keep from having pull it so hard with an anchor with the weight of the cable".

      Thank you, 

       

    • Initial Complaint

      Date:07/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Access box placed in middle of my front yard is not being maintained. Bolts are missing from the access box and pose a safety risk on my property. Contacted glofiber months ago and was told it would be repaired but it has not been. I would like the access box removed from my property. I do not want to be responsible for the injury that this negligence can cause.

      Business Response

      Date: 07/11/2024

      Please see the letter that we sent to **************. 

       

      Thank you, 

      Pat 

    Shenandoah Telecommunications Company is NOT a BBB Accredited Business.

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