ComplaintsforAltafiber

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of Cincinnati Bell since 1971. I am still to this day now with Alta fiber and this company has been charging me for something I don't have. When they switched over to Alta fiber and I got the optics. The guy came to do the install and instead of using your router, (which they refer to as the gateway) I told him I would buy my own. He put yours back on the truck and put it in the notes that I was buying my own router and yet for one year now which I just found out I’ve been paying an extra fee every month for your something that I don’t have. I started with Fiberoptics in January 2023. Paying 5.00 a month for the router then in June of 2024 there was a price hike to 11.99 what a jump. Now the funny thing is I’m paying for something I don’t have so if I do the math right you owe me a refund of 144.95. I spoke with a very rude customer service person today. Who explained all of this to me how I have been paying for the gateway all this time and naturally being just a phone room rep and not a very good one at that there was nothing she do about it but remove the charge from here on out also I they tried to charge me for the router over 200 dollars when I called about it they explained to me someone forgot to do their job WOW someone forgot to do their job so I was almost charged an extra 200+ dollars I am writing for the refund! I tried to handle this my self writing a letter to the president who just blew me off.

  

  Business response

  11/07/2024

  We apologize for the billing issues. The unreturned equipment charge & one month's gateway charge, were previously credited. We have credited for the additional months of gateway charges. 

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

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

   I am not satisfied with their response. They are willing to credit me 1 month wow that's very big of them considering they were charging me every month for almost a year they owe me and they know it I have written 2 letters to the president and he has blown me off next step I will turn this over to the attorney general. Thanks for any and all help 
  

  Customer response

  11/20/2024

  
  
  It is now I do apologize for the previous text. It was not resolved when I sent that one and I had just read a text that said you guys were closing the case and I was like closing the case. You didn’t even do anything so everything is good. Alta fiber and I are back on good terms for now And  thank you guys for your help.
  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 25 March 2024 I was contacted by Account Manager Jordan W****, Jordan.w****************** ###-###-####, by phone with a quote for internet service for $30.04 including taxes and fees. The following day I received an email from Eric at Altafiber stating the price is $59.95 plus taxes and fees, per month. I replied to Eric , Cancel this order. Never received a reply or bill at any time. I called Jordan W**** on numerous occasions several times a month, Jordan W**** said she would straighten this out and give me the quoted $30.04 monthly price, she never did. I never received a bill or statement showing the changes. I have called their customer service numerous times, they are located in Asia, their English is a poor second language. They seemed to be working from a script and aren't able to understand my questions or offer solutions. Sometimes I feel this is part of a fraudulent scam to make it impossible to remedy anything. Cincinnati Bell was a great company that I used for 50 years but Altafiber is flippant company designed to screw its customers. 4

  

  Business response

  11/07/2024

  altafiber apologizes for any miscommunication about monthly pricing. We have credited the final balance to $0. The account is final & closed. Nothing is owed to altafiber. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see attached documents that was promised by Cincinnati Bell store in *******'--by Hunter

  

  Business response

  11/06/2024

  This was already addressed in the last complaint #********. And the final message is the same. Billing & charges are correct. The customer is NOT being double billed. Customer has had two accounts in his name for years. The Home Phone & Internet services for ******, are gift billed to the **** ****** address. Taxes & Long Distance are still billed to ******, because those charges can NOT be gift billed. The customer has received $232.99 in courtesy credits over the past two months. Both accounts have been reviewed. No more credits will be issued.  altafiber considers this matter fully reviewed & closed. 

  Customer response

  11/06/2024

  Better Business Bureau:
  
  

  The retail store made a commitment of a credit! 
  
  
  Regards,
  
  **** ******
  

  

  Business response

  11/07/2024

  This was already addressed in the last complaint #********. And the final message is the same. Billing & charges are correct. The customer is NOT being double billed. Customer has had two accounts in his name for years. The Home Phone & Internet services for ******, are gift billed to the **** ****** address. Taxes & Long Distance are still billed to ******, because those charges can NOT be gift billed. The customer has received $232.99 in courtesy credits over the past two months. Both accounts have been reviewed. No more credits will be issued.  altafiber considers this matter fully reviewed & closed. 

  Customer response

  11/07/2024

  I was told by the ******* store that I will receive a credit 

  Customer response

  11/11/2024

  Problem:
  The concern as a loyal customer and a Veteran as I stated to Amanda from Elite Care and Grayson from the ******* store made a commitment of a credit. The commitment has been ignored. Which I find rude! I say that in all the previous credits were made by the store and the store has refused to live up to what was promised! Please see attached promised. I am requesting that the 50.00 dollars reactivation fee be waived. Please see the attached note which is a commitment to credit.
  
  Desired Resolution:
  Billing Adjustment

  

  Business response

  11/11/2024

  No more credits will be issued.

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Please see attached bill that is in dispute. 
  *** ****** 
  
  
  
  Regards,
  
  **** ******
  

  

  Business response

  11/13/2024

  There will be no credits applied. Billing is correct. The accounts were already reviewed. altafiber considers this complaint closed.

  Customer response

  11/13/2024

  Pleas have the said business call me at ###-###-#### to address the outstanding fees----

  

  Business response

  11/13/2024

  There is nothing to discuss. The decision is final. No credits will be issued. All charges are valid and owed to altafiber.  

  Customer response

  11/14/2024

  Who am I communicating with? I find this to be very rude and inappropriate not to discuss. The credits that were applied before has nothing to do with this situation. The continued refusal will prompt this issue to go over to whom is responding 

  

  Business response

  11/18/2024

  We have explained this multiple times. Both accounts have been fully reviewed. No further credits will be issued. 

  Customer response

  11/18/2024

  Who is the represented handling this complaint?  

  Customer response

  11/18/2024

  The billing I was promised a credit to my account. 

  Customer response

  11/18/2024

  The billing I was promised a credit to my account. 

  Customer response

  11/18/2024

  The billing I was promised a credit to my account. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My cable line was accidentally cut on October 1, 2024. Alta Fiber came and repaired the line on October 2, 2024. I was told they would return and bury the cable. On October 28, 2024, I called and asked that the cable be buried as it was a tripping hazard and a safety concern. No one came. I called again on November 4, 2024, and told them I wanted someone out to bury the cable within 24 hours. I was told a work order had never been submitted but they would put one in. I called back and when I entered my account number, a recorded message said a work order had been placed and my cable would be buried sometime between now and November 25, 2024. I called the Customer Complaint Department and they said they would make it a priority. I have already tripped over the wire three times; when I asked who I should call if I tripped on it again, they told me to call 911. This is completely unacceptable as it has now been over a month and the cable is still laying across my yard. I want them to bury my cable immediately and issue me an apology for being so incompetent.

  

  Business response

  11/10/2024

  We have forwarded your concern to our regional inspector.

  Customer response

  11/17/2024

  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. The cable was finally buried, but I haven't received an explanation for why it took 6 weeks nor an apology, so obviously customer service isn't a priority.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We cancelled out service on 10-28-24 with Alta Fiber taking away many channels charging us more money with no resolution to the problem. My complaint is we had their service for 10 days into the new month for a total of $56 which I have no problem paying now they are trying to tell me I owe for the whole month for a total of $167.80. Tried calling their customer service they are telling me I owe for the whole month states that on my bill. No where on my bill does it state I owe for a whole month if I cancel. Furthermore, before I called to cancel, they shut my service off at 5AM on 10-28-24. They advertise you can cancel at any time. Talking to their company or even the managers is useless they have no intension to make it right, I am a senior on a fixed income so to have to pay them for 30 days and the new provider is just crazy. Just another big corporation ripping off consumers

  

  Business response

  11/05/2024

  We have issued an additional courtesy one-time courtesy credit. $50.35 is due on or before 11/9, to avoid any additional fees. 

  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (My bill is for $167.80 from 10-19-24 to 11-18-24. I only had 10 days of service in which I should be billed for $5.60 per day.  From 10-19-24 to 10-28-24.There should be an adjustment of $111.80. I have mailed a payment for $56 on 11-2-24
  
  
  Regards,
  
  ****** *****
  

  

  Business response

  11/05/2024

  The $56.00 payment will cover the balance of $50.35 due. When the account is completely finalized, after the processed payment, a refund check will be issued. 

  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I want to make sure I understand this correctly. I mailed a check for $56 for payment covering 10-19-24 to 11-18-24. So Fiberoptic is stating I only owe $50.35. So once the $56 is posted to my account, I will have a 0 balance on my account. I will not owe any additional payment

  ****** *****
  

  

  Business response

  11/05/2024

  Correct. 

  Customer response

  11/05/2024

  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

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to cancel my altafiber service in early September 2024. I returned the internet hubs on the 24th of September and fortunately I asked for a receipt. On the 19th of October I discovered a charge of 212.00 from altafiber on my credit card. I called altafiber and the manager explained it was for the internet hubs I had not returned. I explained I had returned them and was told there was no record of having returned the items. I explained I had a receipt but he insisted I come to the store to get things resolved. I drove there and showed my receipt. ok sir I have issued you a credit to your account. I asked for a receipt but was told I could not have one. Since then the 212.00 charge has gone through on my card and there is no refund on the card. I called them back and after telling me it would be a few days they hung up on me. I have disputed this matter with my credit card.

  

  Business response

  10/29/2024

  The charge of $212.00 on 10/19 was returned on 10/26. 

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Response was taken over the phone:

   

  I checked with my credit card company. The 212.00 charge still remains as of 10/30/24. Show me proof of this refund please. I asked them for proof of this refund in store but they refused.
  
  
  
  Regards,
  
  ******* ******
  

  

  Business response

  11/05/2024

  Credit was issued on 10/26 for $212.00, and takes 3-5 business days to post. Payment Reference # *********. If you still do not see the credit on your account, please contact our Financial Care Department at ###-###-####

  Customer response

  11/07/2024

  Better Business Bureau:

   

  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The issue is that the refund was placed on a closed account since I no longer have an active account. The $212.00 refund needs to be credited to my credit card ending **** immediately.

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

  

  Business response

  11/07/2024

  The payment was returned to the same credit card. See the attached internal screenshot of payment & return of payment.  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, October 14th, at 9:11 AM we lost internet access on our 1 gbps fiber connection, which was 9 days ago. They sent a tech out to repair the problem within a few hours, which was awesome. The tech found that nothing was wrong with our connection at our house, nor to the street. They identified the problem was with hardware that is owned by Altafiber and they said we are not responsible for the cost of repairs, since it's not on our property. They said at the time it would only take about 1 to 3 days to fix the problem. So far, 9 days without internet access, they have been telling me that the engineering department will have to fix it, and they will contact me when the issue is scheduled so they can tell us about when it will be repaired. They have yet to contact me with any schedule. Also, the support department who I can reach, they tell me that they do not have access to the engineering schedules, so they cannot even tell me if the issue has been logged with them (they say it's been reported a couple of times). We have a landline for 911 services, but that is non-functional since it runs over the fiber. I asked if someone could call me with information about when it would get repaired. Someone did call me late last week but all they could tell me is that they did not know when it will be fixed, but they assured me that it would be fixed soon, and someone would call me when its scheduled to be fixed. No one has been able to explain where the problem is located (office, data center, out in the field, etc), nor can they tell me exactly what the problem is. I would think that if it's a bad data port, that they can just plug my fiber cable in to another jack; which would possibly take seconds to fix it. At this time it's not repaired, and it's been 9 days so far. I'm wondering if they are purposefully ignoring the issue because it a failure on their end, or because I've tried to contact them a few times asking about the status and when it would be fixed.

  

  Business response

  10/24/2024

  We apologize for the delay in resolving your issue. The call center agent issued a credit for $47.50 due to the outage. We issued another credit for $95.01. This was your entire October bill. Your account balance is now zero and you will not owe anything for the October bill. Thank you.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Altafiber has an email portal to set up smtp relays through, when going to activate a new email they told me to call the number. Apparently they haven't offered this in a few years and that was a major selling point with them as a company. I feel that they should not be allowed to advertise this, if they no longer offer it.

  

  Business response

  10/08/2024

  altafiber apologizes for your frustration & that we no longer offer ISP email. We have reported the issue to the proper departments, to address your concerns. A courtesy credit was applied to your account. You can see your adjusted balance online.  

  Customer response

  10/08/2024

  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

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Altifiber, aka Cincinnati Bell, has recently started dropping channels from their line-up programing, to which I'm a paying customer. When I contacted the business today, 10/06/2024, the customer service person advised that I should subscribe to the streaming service related to the channels that were removed. I asked if the monthly fee would be lowered, she advised no, the rate would be increasing. Altafiber has a long history of devious rate increases despite rate locks for a period of a year at a time

  

  Business response

  10/07/2024

  Historically, altafiber has absorbed many of the content costs instead of passing them on to customers, however, this is no longer sustainable as a TV provider. Due to rising content costs across the industry we're unable to lower your monthly bill. If we had agreed to *********** demands, your monthly bill would have went up substantially. We've applied a one-time credit, so you can try ********** on us, to see if this suits your needs. You can see your adjusted balance online. 

  Customer response

  10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ****
  Altafiber,

  You have over the last several years violated a rate lock for service at my home. Now you have dropped numerous channels from my viewing, many of which I regularly watch. Speaking with the customer service representative, she advised if I wished to view these channels, I should subscribe to their viewing service. No price adjustment, specifically a raise in service prices for less channels. Complaint also filed with FCC. 
  

  

  Business response

  10/11/2024

  Prices are not locked. Discounts are given for specific periods of time. For example, $50.00 off the price of your internet service for 12 or 24 months. The cost of the service can change within those timeframes.  

  Customer response

  10/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ****
  

  Customer response

  10/14/2024

  Hello

  i have supplied you with facts surrounding this case. There is a FCC complaint filled for similar circumstances. I was told on October 6th that numerous programs were dropped due to financial issues, many of I watch. Customer service advised that If i wanted to watch these channels i should subscribe to the streaming service at additional charges. The rep also advised  that my monthly service was going to be increased. What is not to understand. I"m paying for a service that's reducing its overall delivery of what was originally contracted for, advised to pay for another streaming service to recover what Alta-Fiber has dropped and turn around and have my rates raised..sounds fraudulent in nature to me.
  

  

  Business response

  10/14/2024

  altafiber issued a courtesy credit for the lost channels. Yes, your discounts are expiring in November. Unfortunately, those same discounts are no longer available. There are no contracts for residential altafiber services. Discounts are applied to the account for specific periods of time (12 months, 24 months, etc).. But the price of products can increase during that period. And content/channels are not guaranteed for any period of time.   

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ****
  Alta-Fiber,

  Your courtesy discount is appreciated, but your overall performance in customer service is atrocious. This is not an isolated issue, rather a chronic problem that has plagued you organization for years. You spoke that there are no contracts? Why do I then speak with customer service annually to obtain a premium price guaranteed for a year, by your staff, only to have a change in the middle of the term? Now, removing channels and advising me to purchase a streaming service to make up for lost channels and continue to pay your rate, along with an up and coming rate increase? Makes no sense.    
  

  

  Business response

  10/15/2024

  Yes, your discounts are expiring in November. Unfortunately, those same discounts are no longer available. There are no contracts for residential altafiber services. Discounts are applied to the account for specific periods of time (12 months, 24 months, etc).. But the price of products can increase during that period. And content/channels are not guaranteed for any period of time. 

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I have not seen any resolution from Alta-Fiber, nor have I been contacted by them. Their explanation for the current issue is in poor content and holds no validity. Its the Hallmark of their poor commitment to customer service.
  
  
  
  Regards,
  
  ******* ****
  

  

  Business response

  10/24/2024

  A courtesy credit was issued for the channels being removed. The TV service on the account has been cancelled by the customer. There is no further action to be taken.  

  Customer response

  10/25/2024

  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

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The ******* Store indicated that I needed to contact Customer service to get my account straighten out -----------No one followed up with me in regard to the issues I have and with my account-----I expect 345,00 credit on my account. I spoke with a Christian in the Philippians and he was rude and I could not understand him -----rude

  

  Business response

  10/04/2024

  Both accounts have been reviewed. All charges are valid. No credits will be issued. 

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******

   

  I need a member of leadership to call me back ASAP!  The ******* store messed up my account. My phone service was cut off at **** **** and the ******* store was supposed to correct the problem. 

  

  Business response

  10/10/2024

  Both accounts have been reviewed. All charges are valid. No credits will be issued. 

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******

   

  The attached invoice from the store states that a credit is due!!!!

   

  *** ****** 

  

  Business response

  10/11/2024

  Please call the store to have the credit applied.

  

  Business response

  10/14/2024

  The best way for him to reach someone at Altafiber to address his concerns is to call ###-###-#### and choose option 2. We will also have someone reach out to *** ****** directly.

  
  

  Customer response

  10/14/2024

  I have documentation from the store in ******* they promised me a credit on my account for 324 dollars. 

  

  Business response

  10/14/2024

  The notes say for the customer to call Billing/Financial Care (###-###-####) for adjustments. Billing & charges are correct. The customer is Not being double billed. Customer has had two accounts in his name for years. The Home Phone & Internet services for ******, are gift billed to the **** ****** address. Taxes & Long Distance are still billed to ******, because those charges can NOT be gift billed. The customer has received $232.99 in courtesy credits over the past two months. Both accounts have been reviewed. No more credits will be issued. 

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******
  

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