ComplaintsforBusiness Over IP, LLC
Additional Complaint Information
BBB has received numerous complaints from consumers in North Carolina and Virginia that allege they have been without service for weeks and are unable to reach the company by phone or email for repair updates. Consumers also report they are continuing to be charged fees without service and are unable to cancel. BBB staff and consumers have visited the location and found packages outside, no one answered the door and the suite also looks empty. BBB has also attempted to reach the company by phone and email and calls are not returned and emails are unopened.
BBB encourages consumers to contact the State Corporation Commission to also file your complaint at https://www.scc.virginia.gov/pages/Communications-Consumer and the Federal Communication Commission for additional help.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have Business Over IP for internet service. There has been no service since at least 9/12/24. No updates have been provided. I was billed again on 10/11/2024 for $165 for a service not being providedBusiness response
11/04/2024
Apologies for the delay! We are swamped and understaffed. We appreciate your patience and understanding during this challenging and unexpectedly large outage! We will refund the $165.00 overcharge as soon as possible. We will also contact customers soon with an outage resolution.
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer of this company for approximately 4 years, service has been mediocre at best for the high monthly cost. Outages are sporadic and several times have required an equipment exchange which is the responsibility of the customer to go to ******* to exchange. Communication has been extremely poor!9/11/2024, I lost internet service at my home 9/11/2024 - 9/17/2024, I was communicating with my internet provider via text regarding the outage. They indicated they were aware of a large scale outage that was being reported and hoped to have a solution soon. 9/18/2024 to current, BOIP, the provider, will no longer respond via text, will not answer phone calls and the voicemail is full. I have called a minimum of 10 times with no answer or return call and you are no longer able to leave a voicemail.9/30/2024, my checking account was drafted for $165 for the ****************10/11/2024, I sent an email to request the refund for the $165 I would like a prorated refund for the 18 days in September I was without service and a refund for the $165 for the ****************Business response
10/30/2024
The account was cancelled yesterday 10/29/24 and we apologize for the delay in processing the cancellation! We will refund the overcharge as soon as possible and confirm via email to the customer. We are understaffed and swamped. We appreciate the customers patience and understanding during this challenging and unexpectedly large outage!
Initial Complaint
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
BOIP customers have been experiencing an internet service outage for nearly a month. We have not received any communication for several weeks despite voicemails, texts, and emails. Their office is closed and no one is there. There is no timeline on return to service.Business response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.Customer response
10/08/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *********************************************************************************.
Regards,
********* ****Initial Complaint
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have not had internet connection for over 3 weeks. Ive called no answer, no text returned no answer to the support form I sent on their site. I went to drop off my modem and the business is closed They owe me 500 from my deposit . I have receipts from Pay pal if necessary.Business response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.Customer response
10/08/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: *********************************************************************************.
Regards,
**** *****Customer response
11/04/2024
I have submitted prior a complaint, they stated they were i understaffed. However I went to their location to drop off my modem and they are not open. How do I get my 500$ deposit back?? I have sent numerous emails, texts, forms on their site to no avail. I want my 500$ deposit back on my credit card.Business response
11/04/2024
The customer account has been cancelled. Our service terms are attached. Under Cancellation, please see the following:BOIP retains ownership of the *** device. In the event of cancelation, BOIP may require that the equipment be returned in exchange for a hardware deposit refund issued at the appropriate proration marked below, or BOIP may transfer ownership to the canceling customer... We are transferring ownership to the customer, which means that the customer can keep the router or sell the router.
Initial Complaint
09/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
BOIP provides internet service on 4G networks. The service has stopped working, all available means to contact them go unanswered (telephone, email, text, etc.). Their billing provider continues to debit my checking account and won't help. I don't mind that they went out of business, but they have to stop taking money from my accounts. I've filed complaints with my bank as well. I want a refund for the last debit, which occurred after the service was discontinuedBusiness response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.Initial Complaint
09/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My service has not worked since 9/12/2024. I have called, text and emailed almost everyday and have only gotten 2 responses, one saying there was a wide spread outage, and the other saying We are waiting for an update from our provider. In the meantime, please be patient and we will update you as soon as we have more information. My bill is paid, all Ive asked for is an update with an amount of time expected until my services are back. I did get a call on 9/23/24 after I sent a message through their website saying I will report them to BBB, and the lady said some customers were able to get back online through the phone while others had to swap out for new equipment. She said she would call me no later than close of business on 9/24/24 and I have not heard anything. I went to the office on 9/26/24 and no one was there, the sign on their building was gone and there were packages on their doorstep. I dont know if they went out of business or what, but getting no sort of response is ridiculous, given how much money Ive paid them.Business response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.Customer response
10/08/2024
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID 22353588, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Today is day 26 without any response via call, text, email or letter. I still do not have internet service, nor do I have a clear answer on whether BOIP is going out of business or not. This is by far THE WORST customer service I have ever received, and I have not received any sort of refund.
Regards,
Kassie Biller
Business response
10/09/2024
Business Over IP is not out of business. We are currently experiencing some difficult challenges and are working on resolving outage related issues for our valued customers! We are working with the carrier on this unexpected large outage and we apologize again for the inconvenience it has caused! We are refunding customers for time without service in September and we are communicating with customers via phone, text, and email. We appreciate our customers and will work to improve our customer service.
Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Internet service went out two weeks ago. Company responded initially via text, but after two responses has not replied to any of my attempts. Multiple phone calls, voicemails, and texts have been sent requesting to cancel service and where to return equipment. No response.Business response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.Initial Complaint
09/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
i have internet service with BOIP, my internet went out on Sept 5, 2024, the company sent a text saying there was a large scale outage. This company received their september payment on Sept 9, via ********* from my account. Since then, the company will not answer calls, they will not respond to emails or text messages. i have tried to contact them to cancel my service and to ask that my september payment of $165.00 be refunded but there is absolutely no communication from them.Business response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processedInitial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our Internet went out on Thursday evening going on 2 weeks ago. I reported it, they responded at first saying g it would be be fixed this past.week, that did jot happen. I have text them, called them and left messages for them, (except when their mail box is full). I have not heard from then in over a week. I have not spoke to a person since my internet went out. Please help me or advise.Business response
10/08/2024
Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Have been without internet from this provider for 2 weeks, have called and texted the business on multiple occasions to speak with a representative about a resolution. The phone rings 3 times and then is sent to voicemail. At this point I would like to cancel the service but am unable to do that because I can not get in contact with anyone I also am requesting a refund for the 180 dollars I paid for the month of September considering the service has been unusable for half the month.Business response
10/08/2024
Apologies! We are swamped and under staffed, however, we are responding to customers. We will process the internet service cancellation request and email cancellation confirmation. We are refunding customers for time without service in September, as well as, refunding any overage charge for the month of October should this happen before cancellation processing.
Customer response
10/09/2024
Better Business Bureau:
I have reviewed the offer and/or response 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.The company has not sent me an email regarding the information on how to cancel the service nor anything providing information regarding my refund for the month of September. Furthermore they tried to charge my account AGAIN today for service for the month of October. The service is still unavailable so it is beyond appalling they would even try to charge my account. I need them to give me information on how and where to return the internet router.
Regards,
****** ******Business response
10/11/2024
Apologies for the delayed processing of the customers requests! We are swamped and understaffed, however, we have closed the customers billing account so the charges will no longer happen. We will process service cancellation as soon as possible, and provide email confirmation. The customer can keep the equipment and we will send an email out about this today.Customer response
10/15/2024
Better Business Bureau:
I have reviewed the offer and/or response 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 still have not revived an email with confirmation that my service has been cancelled, nor a refund for the time we were without service in September. As far as keeping equipment what are costumers supposed to do with a router that is useless? Per the contract I have with boip Im supposed to receive a $200 refund for the equipment when I discontinue my service and return the router, so Im assuming thats why you want costumers to keep it. At this point I will be contacting the ************************ because it seems this company is fraudulent!
Regards,
****** ******
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Customer Complaints Summary
66 total complaints in the last 3 years.
34 complaints closed in the last 12 months.