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:07/27/2023

  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.

  Lightening took out my internet/phone/streaming tv on July 14. I was given the repair date of August 1 which was and still is unacceptable. I was told I would be put on a wait list in case an earlier time was available. July 24 I called to check on an earlier date and "Yes, July 26 has an opening" July 26 morning I called to ask for approximate arrival time. "We don't have you on the schedule for today. I show August 1." 18 days to get a tech sent out is ridiculous. Being without internet/tv is an inconvenience however having no phone is concerning. Our cell service is unreliable. Example...I had to make a call on the 27th and had to drive 2 miles to get a signal. I have had numerous problems with Infinasky from the very beginning.

  

  Business Response

  Date: 09/22/2023

  Hello Ms. ****,Unfortunately due to the storms that came through, we had a large amount of service calls.  We tried to move everyone up where we could but we were unable to in your case.  I do see you received a partial refund for the time that you were without service. Thank you.

  Customer Answer

  Date: 09/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/17/2023

  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.

  Over past month continued problems with disruption of services. I called multiple times and performed troubleshooting as requested without any resolution. I called an additional time only to discover that my ticket had not been escalated. I was finally given a service date two weeks out after being without services for over a month now. My concern is that my service request wasn’t expedited and my husband has medical equipment that requires connectivity. I was billed for the next service period and I still do not have service. I was only given partial credit for the initial service when I did not have phone service.

  

  Business Response

  Date: 08/18/2023

  Hello Ms* *******,I am sorry to hear there was a wait on your service call.  Due to large amount of thunderstorms in the area during the middle of July we had a larger than typical tech load. Due to the nature of our industry, I am sure that is understood.One thing that I am confused about though is that you said your phone was out for a month.  I only have a report of that on July 12, two days before your internet went out.  I also have no notes that you let anyone know that your husband has medically necessary equipment.  If you had we may have been able to work with you a little more closely.  Please make us aware next time and we will be happy to help!Thank you.

  Customer Answer

  Date: 08/23/2023

  A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending. There was an initial report of phone service issues that was not addressed and credit was issued. It wasn’t until the second call addressing the internet and phone service before the issue was escalated and appropriately resolved. 
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I am satisfied that Sieontec has addressed the issue. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/14/2023

  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 continuous issues with the service and reliability from this internet provider. Today, 7/14/2023, I contacted them about my service being down again. They will not provide me with a resolution and will not allow me to speak to a manager to file a complaint. They won't even give me an appointment to have my internet issue resolved. I work from home full time and they are saying it may take up to two weeks to have someone come out and look at my internet. They want me to pay the same rate and be without service for 2 weeks. In addition, they have increased my bill on two other occasions stating it was necessary in order to make the internet reliable for my work, and yet the internet is still not reliable. The first time they said that I would need a static IP address in order for my work station to stay connected to the router and increased my bill $15.00 per month. The 2nd time they said that I needed to pay an extra $8.00 a month for an extender that they installed at the time I started service with them. I explained that I had the extender since the beginning and that the extender does not work and I am not using it. They refuse to lower the bill.
  
  Their customer service is just as horrible as their internet service and they are literally robbing people of their hard earned money because we live in a rural area and have no other options for internet service. It should be criminal what they are doing.

  

  Business Response

  Date: 08/18/2023

  Ms. ****,In looking over your service ticket, you reported this issue the same day that you filed this complaint.  It is also the same day, you received your service call to fix the issue with your service.  We have not heard from you since so we assume the problem has been rectified.You state that no one would let you speak to a manager, in fact you spoke to both our scheduling manager and our operations supervisor.The second router that you say you are not using, we will happily take back and remove from your billing when it is returned, as stated numerous times.Thank you.

• Initial Complaint

  Date:06/13/2023

  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 went out on Sunday. If you call after hours, you have to send a text. I sent the text on Sunday and I have tried to find out what the status is of my internet. I have sent emails and texts and tried to make numerous phone calls on Monday. I was on hold for 15 minutes and then was only put to a voice mail. I also advised via text and email that I had a virtual doctor's appt that day at 5pm and if someone could just call me and let me know if the internet would be fixed or if I needed to reschedule that appt. Again, no one contacted me. I was finally able to reach someone in the SALES department who said the ticket was "escalated" but no other detail. I tried to explain to that representative how important that virtual doctor's appt was, only to get attitude and was hung up on. I have still had no response from the company regarding my internet service. I am filing a complaint because this has happened so many times. I initially signed a contract because they promised they could provide speeds required for me to work from home. After several months of going back and forth with the company, it was finally determined that they could not provide the promised speeds but were able to provide the "better than nothing" package. Almost everyone I have spoken with has been rude, unconcerned and not willing to give any information on when the service will be fixed.

  

  Business Response

  Date: 07/05/2023

  Hello Ms. *******,Yes, you did report an outage Sunday evening.  We recommended a service call on Tuesday morning and the technicians came and fixed the issue on Wed June 14.  If anyone was short with you it was only because of the number of calls you made on Monday demanding that we tell you whether or not to cancel your doctor's appointment.  As we told you at that time, we were working through the issue as quickly as possible, however trouble shooting the issue does take some time. I sincerely hope that your appointment and your service all turned out fine in the end.Thank you.

• Initial Complaint

  Date:04/22/2023

  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.

  Called the business multiple times to set up a troubleshooting and installation appointment.
  After calling and waiting for almost 4 weeks. I still have no appointment scheduled nor does any person seem to know anything about why I haven't been contacted

  

  Business Response

  Date: 04/30/2023

  Hello, Mr. **********,According to my records you were working with our technician, ****, on this issue.  If there is something further you require, please reach out to our tech team and they will be happy to assist.Thank you!

• Initial Complaint

  Date:02/22/2023

  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'm VERY dissatisfied with my internet service buy more so in the lack of customer service. Been having problems since it was installed May/June 2022. Poor reception causing losing connection at all times of the day. I work from home and have to have the internet to do so and when I watch tv it just sits there off and on connecting and then not. I called 4 weeks ago and asked for a return call to discuss they issues that I have looking for a way to fix them or to released from my contract and never got a call back. I called back again today and got the same old run around. The customer (no service) person that I'd let the request to call me wasn't available (as usual) couldn't talk to me. They refused to give me info on who above them that I could talk to. Said the someone from tech dept would contact me, but couldn't tell me that might be. Shouldn't take as long as I has been. NOT FUNNY!

  

  Business Response

  Date: 03/08/2023

  Mr. ******** has had many conversations with our tech team and managers, most recently with our Tech Supervisor who requested trouble shooting and approved a discount until the issue is resolved.

  Customer Answer

  Date: 03/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did speak with a representative from the business but I am still having problems with the service. The representative did say they were working on the service but I was not told about getting a discount until the problem is fixed. I have not recieved my bill for this month yet. This is not a question of money it is about the quality of the service. I am being held to the contract from May or June of 2022 for two years so I cannot get a different internet provider. If you are willing to let me out of my contract I would like 90 days to notify you that I have replaced the service. 
  
  Regards,
  
  ***** ******** 

  

  Business Response

  Date: 03/17/2023

  Hello Mr. ********, yes, we would be willing to let you out of your contract with no penalty if you would like.

  Customer Answer

  Date: 03/22/2023

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards, ***** ********

• Initial Complaint

  Date:02/13/2023

  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.

  For the last six months, I have had several issues with my internet services. I had two period of over three weeks without service and another period of eight days without service. I have called repeatedly and filed a complaint to have my money refunded for the time in which I didn't have service. My last call was on 2/8/23. I was told that my request for a refund was denied "by the new system." I requested to speak with a supervisor and was told that one was not available. I never received a call back. When I called this morning, February 13th, I was told that I was "on the list of people for the supervisor to call." When I asked to speak with someone else, I was told that wasn't possible quite rudely by ***** or ****. I am tired of this company taking my money for a service that they did not provide consistently. Isn't that stealing? I have been with this company for years and the services continually get worse and worse. The last time a repairman came out to my house, he can at 10:45 PM. the time before that, the repairman had a dog with him that attacked our chickens. I feel like I am being held hostage by this company because of the rural location of my home and the lack of other options. It is unacceptable.

  

  Business Response

  Date: 03/08/2023

  Hello Ms. ******, my apologies on the confusion with your account.  Unfortunately there were some issues with the spelling of your name that caused the issue.  Your account has been credited for the outages and the misspellings have been corrected.

• Initial Complaint

  Date:02/04/2023

  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 service is constantly slow or not working. I have had this service for a year or two. Here the past few months my service has worked at maybe 25% of 100%. I have requested a refund. I have requested to speak to management. No one will listen or refund an appropriate amt. no one will call me back or respond to emails yet I still pay FILL price and no resolution. This is a common practice with this company. Poor service at fill price and no help. We unfortunately do not have many internet options

  

  Business Response

  Date: 02/19/2023

  Hello, we believe the issue with Ms. ***** service has been repaired and she has been given a refund for the inconvenience.

• Initial Complaint

  Date:01/27/2023

  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.

  We have had HORRIBLE service with this company with no responses. Our internet went out on 1/21 and they said they had to come out and update our stuff due to needing to update the tower we are off of. They come out today 1/27 and the guy does not speak English so customer service was called bc our internet was very slow. The tech said it will be slow until they get the upgraded equipment for our tower and that won’t be till end of February or later. The tech that came out was supposed to fix our internet so we at least have something. The internet went down after a few hrs. I have made them aware with no response. We have asked numerous times to have billing call us and they have not. This company should not be in business! Their service is the worst and the customer service is even worse. They just keep ignoring you and don’t call you back so that they continue to get paid.

  

  Business Response

  Date: 02/19/2023

  We apologize for the inconvenience but there were actually two issues that were discovered.  One was an issue outside, which we corrected by replacing the dish and the second was an issue with the connector inside on the power supply.  We would not know of the inside issue until the outside issue was resolved.

• Initial Complaint

  Date:01/18/2023

  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.

  We have had this company for Wi-Fi service for almost 3 yrs, however, in all that time our system has gone completely down more times than we can remember. If it’s not completely down then it buffers so often the system can be considered totally unstable and can’t get any work done. Every time we call to complain we get put off by technicians. Last year their excuse was they were installing a new tower bc they were aware of serious problems in our area. After a 4month wait, they came out to connect us to the new tower but were unable to bc the elevation of the new tower wasn’t high enough!
  Now anytime.we call with a complaint, we’re directed to leave a message and the call is never returned. Or if we do get to talk to someone, we are ultimately told they have to check things out and get back to us but again we never get that call. To sum things up, this company’s technical and customer support plainly do not exist . We need help from you or an agency at a higher level.

  

  Business Response

  Date: 02/07/2023

  Hello ******, we have been communicating with you on this issue by phone and email as recently as Feb. 3. I also have notes of a conversation with our technician on Jan. 16 regarding the issue you had been having.  We also requested a service call for you on Jan. 18 which was completed on Jan. 20.  Also, another service call to pick up a router on Jan. 28.  Although we cannot answer you phone calls 24 hours a day, we try to communicate with as much frequency as needed.

  Customer Answer

  Date: 02/24/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Sorry for this delay.    Yes, Seiontec did sent someone out to check our system, however the tech said the problem at that time was the dish was all wrong for the tower we were on (which we had for months and months and that our router wasn’t working.  He thereby change the dish and router out.  Within a few hours, the whole system was down yet again for the whole weekend.  It turns out our router did work showing the incompetence of this tech.  I’m the following Monday, during our call to technical support, they insisted we made the system go down by hitting the reset button which we didn’t do due to the fact we were no where near the router at the time.  It wasn’t until Monday my husband reconnected our router.  Since that time, they came out to pick their router up.  Their system is completely unstable.  We stream for tv programming and the programs are constantly being interrupted by streaming or freezing entirely. Last summer one tech informed us the company was aware there were problems in our area.  They were in the process of building a new tower to fix the problems.  It took 4 months.  They came out to connect us to the new tower but the tower wasn’t tall enough to make the connection and it was then we were informed they didn’t build the tower, the company bought this tower from another company.We are constantly being ignored by technicians.  Our calls don’t get returned and they insist they don’t give credit for the days we are without service.  When did it change from the customer always being right to the point that the customer gets treated like trash.  But they always collect their money every month.  If we had other options doe internet we would have made that change right after we started with them.******* *****To fix the problems
  
  Regards,
  
  ****** ***** 

  

  Business Response

  Date: 03/08/2023

  I am unsure of how to proceed, on Feb. 24 it was reported to our tech team that the service had a good connection after adjustments were made.  We have not heard anything from Mr. ***** since then.  If there is still an issue, please let us know at ************ so that we may look into the issue for you.  Thank you!

  Customer Answer

  Date: 03/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, they are correct that everything is now working as it should have been working for approximately the last 2 ½ years we have been with them.  It took my husband to get angry and belligerent to the tech named **** for him to finally make those adjustments, because yet again he wanted to pass our problem on to someone else, just like all the other techs in the past.  That is no way to run a business.  For almost 3 years our complaints were ignored and our Wi-Fi went down for days and sometimes several weeks at a time.  But they had no problem charging for service we weren’t getting. There still should be some compensation for for at least the 1 ½ to 2 weeks we were without service when this complaint was filed.  We didn’t even get a formal apology from these people.  **** also informed my husband that Seiontec is planning to upgrade the equipment on the tower which we are connected to, but with no estimated completion date set.  This company likes to lie or tell their customers what they want to hear, to satisfy any complaints they might have. They shouldn’t be allowed to get away with these practices, but they are allowed to get away with it because businesses like this have power over the very customers who keep them in business!
  Regards,
  
  ****** ***** 

  

  Business Response

  Date: 03/13/2023

  Thank you for your response however your account has been given a 10% complimentary discount for your patience and another 10% discount for your low speeds since Sept. of 2021.  Even when you are not having issues those discounts have remained.  We do attempt to do the best by our customers, however rural broadband internet is not an easy task.  Unfortunately, that is why there are not many choices for you.

  Customer Answer

  Date: 03/15/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** *****