ComplaintsforNextlink Internet

Internet Services

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Initial Complaint
10/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Better Business Bureau,I hope this email finds you well. I am reaching out to you today regarding an ongoing issue with a fiber optic cable that has yet to be buried on my *********** family and I moved into our new home in December 2023, which is a newly developed area. As expected, utility companies have been connecting their services to newly built homes, and during this process, cables, pipes, and other items have been left on the ground. Unfortunately, there is a fiber optic cable that goes from the east side of my home to my neighbor's home on the west side of my home. The cable is nearly 100 feet long and has yet to be buried.I have opened multiple tickets with Nextlink since the beginning of 2024, asking for the cable to be buried. However, each time a crew has shown up, they have given me different reasons as to why it has not been done yet, such as needing to open a ticket or that it will be buried in two weeks.This cable is currently loose and lying on the grass, and it goes over my front entrance. I have young children who love to play outside, and when they go out with their scooters, bikes, or simply run around, they often trip over this cable and fall, which has resulted in several injuries.I understand that Nextlink had been working hard to bury all the cables in the area, However, this particular cable has yet to be addressed, and it is a safety concern for me and my family.I kindly request that Nextlink to take this matter seriously and address it as soon as possible. Thank you for your understanding and *************** regards,Nihat Dagasan
Business response
11/07/2024
Please see the attachment for our response.
Customer response
11/08/2024
Complaint: 22492557

I am rejecting this response because: the issue has not been resolved yet.
I had opened tickets to request the cable going through my front yard to my neighbor's house to be buried due to safety concerns. The business has already buried the cable coming into my house, but not the cable going to my neighbor's house. It's worth noting that both cables are coming from the same access point.
As indicated on the business response, their team visited my residence to conduct a thorough investigation. After completing their assessment, they concluded that the cable in question was an additional line and not connected to my neighbor's property. The team rolled up the cable and took it with them.
However, the following day, a different crew arrived and informed me that the cable the previous crew had removed was not an extra line. They had actually cut the cable and removed it. As a result, my neighbor no longer had internet connectivity and needed the cable to be reconnected. The crew promised to open a new ticket to have the cable buried.
In addition, he informed me that there is only one access point located on the east side of my house. Unfortunately, my neighbor's house is on the opposite side, on the west side of the house. Therefore, the crew had to run the cable again through my front yard.
As a result, a new cable has been installed from the access point located on the east side of my house, running through my front yard to my neighbor's house on the west side. However, I am concerned about the safety of my family, particularly my six-month pregnant wife and my three- and six-year-old children, as the cable has not been buried yet. I kindly request that the cable be buried as soon as possible to prevent any accidents or falls.

Regards,

Nihat Dagasan
Business response
11/15/2024
Please see the attachment for our response.
Customer response
11/19/2024
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.
I would like to express my sincere gratitude for your prompt help in resolving my issue with Netxlink. Your assistance has been invaluable in bringing attention to this unsolved issue and I am glad that the Better Business Bureau has such power to make the company take action.
I am disappointed that the company did not listen to their customers' concerns, but your efforts have been truly eye-opening for me. Once again, thank you for your assistance and for being an advocate for customers like me.

Regards,

Nihat Dagasan
Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
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.
A few weeks ago, a knock on the door was a Nextlink salesperson. I listened to his pitch willingly because I wanted to move away from our current internet provider.I was told $55/mo (half of what I am currently being charged), no start fees, no connection fees, and a full refund would be issued if I am not happy with the service.A few days in trying it out, I was not impressed. The service was no faster than our current provider and it interfered with receiving local channels. So I called for my disconnect and refund.Just prior to calling, I discovered I was not charged $55, but $225 ??The call was made and they immediately refunded $150, and upon the return of the modem I was to be given another $50 refund. They said the money would be refunded within 10 days. Not on my watch. I said they took an amount not approved and I demanded the refund immediately. They abliged.They were deciding to still keep $25 for a cancellation fee. I told them I was informed there would be no fee and asked for a supervisor. I was told a ticket would be sent for a supervisor to call back. That was over 10 days ago.I also requested they removed the wire from my lawn (they had not buried it yet). I was told they have to bury it. Oh no you don't. I told them they do not have permission to come on the property except to remove the wire.They did that yesterday. When they called about an earlier removal than scheduled, I gave permission and said I was still waiting for a call from the supervisor. I was told they would submit a ticket to billing for a call back ?? and still waiting for the additional refund.
Business response
10/25/2024
Please see the attachment for our response.
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ive been having issues with my latency being with tolerance since they came out and changed my antenna. I have not been able to use my wifi calling in any cellphone since that time because that latency is over 30ms. I work from home and cant have this issue. Ive contacted Nextlink multiple times and they always say its within tolerance and nothing they can do. When in fact it is not between the ***** range thats needed. I cant have this issue of not being able to use my wifi calling because of work and Nextlink is not taking the blame and wont do anything. Never had the issue until they swapped out antennas and changed the tower I was connecting to. I would like it fixed and a credit for all the months from when they came out and fixed their equipment.
Business response
10/25/2024
Please see the attachment for our response.
Customer response
10/25/2024
Complaint: 22430437

I am rejecting this response because:
The poor customer service and not taking blame. AT&T told me it needs to be between ***** for the wifi calling to work. Nextlink customer service team was just plain rude and not willing to help. They kept trying to blame my router when I never had an issue before they came out and changed antennas and pointed to a different tower a few months ago. It hasnt worked since. But they are blaming my router for the problem. Their customer service is the same as their ********************, not very good.
Regards,

***** ******
Business response
11/06/2024
Please see the attachment for our response.
Customer response
11/07/2024
Complaint: 22430437

I am rejecting this response because: Just the bad customer service from everyone there. I dont need a response from them but just know they arent willing to help customers out and its just about making money for them. It took multiple calls and hours on the phone for them to do nothing and me having to repeat my self over and over. No one seemed to care about my issue and just brushed it off. But its odd that all of sudden after these complaints that my service had gotten better and my WiFi calling has been Working. Funny even through they said it wasnt them and it hasnt worked for months but all of sudden got better once I filed this complaint. I talked to AT&T also they told me it needed to be between ***** on the latency not 150. But either way, they have poor customer service and were rude for the most part. A couple **** were nice but that was it.

Regards,

***** ******
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This morning 9/18/2024; I called Nextlink Internet to discuss my options on paying my bill that is due; I was told that my internet services was suspended and Id have to pay the bill in full. I also offered to pay half of the bill today and the rest on 9/26/2024; was told they needed the bill paid in full before lifting the suspension. Im a disabled American who is on a fixed income and have trouble meeting my bills on time; Nextlink Internet knows this; I know for a fact that they dont treat other disabled people like this; if they were they would loose half their customers and half their business. This conduct violates the American with disabilities act; cause this isnt the first time this has been happening to me; its an ongoing problem the last 28 months.
Business response
09/27/2024
Please see the attachment for our response.
Initial Complaint
09/16/2024
Complaint Type:
Customer Service Issues
Status:
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.
This company has avoided the absolutely abysmal rating they deserve by throwing their customer service **** under the bus. Evidently,a follow up call any number day later absolves Nextlink Internet of their awful service. Awful.
Business response
09/16/2024
Please see the attachment for our response.
Customer response
09/16/2024
Complaint: 22290245

I am rejecting this response because:
Response without resolution is not acceptable. There are continuing outage problems with this company. A reliable internet connection is the desired outcome.

Kind Regards,
******** *****
Regards,

******** *****
Business response
09/16/2024
Please see the attachment for our response.
Customer response
09/17/2024
Complaint: 22290245

I am rejecting this response because:

Complaint: 22290245

I am rejecting this response because:
Response without resolution is not acceptable. There are continuing outage problems with this company. A reliable internet connection is the desired outcome.
Initial Complaint
08/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
Well my wifi been down 1week Im so mad an they keep saying the something someone will call you then we did test unplug this or that like Dam them lazy a** people need help so RUDE all we want is our service an i just paid my bill an they where trying to get ***** again after i just paid monday
Business response
09/06/2024
Please see the attachment for our response.
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Storm damage broke tree limb which in turn hit providers equipment requiring provider service tech to repair. Notified them on August 9/10th. Spoke to them via phone and was informed earliest available date for service was August 16th. On August 12th I get email to contact them for service call. Prior appointment was never issued. Next available appointment is now August 23rd. Provider attempted to contact me to move up appointment but I was unable to reply. On August 20th I receive notification of upcoming appointment. On August 21 I receive notification of appointment cancelation and need to contact them to reschedule. This constant schedule/reschedule of appointment requires me to ask for different time away from work and generally causes a scheduling headache for me and my employer, since I am required to be there when they come to perform repairs
Business response
08/30/2024
Please see the attachment for our response.
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
When hurricane ***** hit east ***** on July 8th, 2024, it knocked down a tree and toppled the internet tower several houses, including mine, used. A couple of days later, two Nextlink trucks came, took pictures, and promised to restore our service.In the past three weeks, multiple technicians have come to survey, take pictures, make notes, and repoint antennas. However, the information isn't shared among technicians, so we keep explaining the situation. At least six of us affected customers have made numerous phone calls to Nextlink customer service and supervisors, repeatedly told technicians will repoint us to another tower or upgrade our equipment. Each time technicians say the trees block the signal and repointing isnt possible. They claim the tower repair is being handled by higher management and the upper management won't share details about it with the technicians. No information is ever provided to us as the customer either about what is being done to restore the tower.Today, July 30th, 2024, a Nextlink technician came to repoint my antenna and confirmed it wasnt possible. When I inquired about tower repairs, he had no information. After he left, we called Nextlink customer service, and they told us our service ticket was closed because a technician had visited and they assumed the issue was resolved. We clarified it wasn't, so they reopened the ticket. The agent insisted on sending another technician to repoint the antenna, despite us explaining that a technician was just at our house and said it couldn't be done.
Business response
08/08/2024
Please see the attachment for our response.
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The message is to submit a complaint for our residential internet service. We have been a customer for many years, and we have never had the issues that we are experiencing this week. Historically, we have received outstanding customer support and this week it has been the definition of insanity. I know your calls are recorded for customer service and I highly suggest you review what has occurred on our account for the past week. I work remotely from home and internet is a requirement of my employment. The phone agents I have spoke to have been very professional and kind but the resolution is going nowhere. I have been calling every day for overa week, every day we go through the same exact thing. Power everything down, plug in a laptop see if that works, go buy a new router, escalate the ticket to a resolution team, resolution team says its fixed, its not fixed and we start the process over again. Literally, everyday for the 5 days we have gone through this exact same repeatedly. I have asked if they could send someone out. I was told there would be no point as that is not where the issue is. After 5 days of no resolution they tell me that they now have to send someone but it would not be for 8 days. Several of our neighbors are experiencing the same issue. I have requested this be looked at holistically and that has been denied as well.
Business response
07/24/2024
Please see the attachment for our response.
Customer response
07/29/2024
Complaint: 21990348

I am rejecting this response because: we close our account because after the tech came to the house the internet was still not fixed. When I inquired about an ETA for fixing the issue I was told no ETA could be given as that would be unfair to provide me with an estimate in case they were unable to fix the issue. Therefor we were left with no other option than to cancel. Our monthly bill is $65.27. In May, our internet was disconnected due to no payment received. I was told the funds were applied to an incorrect account and that I needed to pay for the extra month plus late fee in order to have the account turned back on while they researched where our funds were misapplied. My total amount for 6 months of service was $391.62 however I had to pay $535.16. Please confirm we will be receiving a refund of $143.54. Attached is proof from our bank.

Regards,

*****************************
Business response
08/09/2024
Please see the attachment for our response.
Initial Complaint
07/08/2024
Complaint Type:
Customer Service Issues
Status:
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.
When installing the fiber throughout our neighborhood no notice was given prior and they broke our main waterline. Because I had no notice, I did not know what company was installing the fiber nor how to contact them. I went onto my neighborhood ******** page and luckily a government official saw my post. He contacted the city to come out right away and stop the water as well as contact the company to fix the leak. When they came out to fix it, they dug a 20 long trench damaging my yard and Live Oak Tree and did not pack the dirt when done. After multiple rains the dirt sank creating a 3 deep trench in our front yard next to the sidewalk. Multiple attempts to contact someone to fix our yard after six months have failed. We were in touch with someone and provided two quotes to them, but after providing him the second quote he never returned our communication. A door-to-door salesman came to our house to sell us an internet package because his data does not indicate we are current customers. We tell him our issue and he wrote our complaint in his notes. My husband called a day before this guy came and was told his message would be passed along. However it has been another 2 weeks and we have not had any communication. We seek to have our yard repaired as it is a danger to kids walking/riding a bike on the sidewalk and potentially injuring themselves on our property should they step in our yard and not realize the danger.
Business response
07/15/2024
Please see the attachment for our response.

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