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.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My internet service went out on September 12th. I reported it multiple times. All got was "Sorry, we will let you know when we get more information"On September 20th I still had no internet so I told them to cancel the service. Text support responded that they were sending the cancelation request to the billing department and there was nothing further for me to do.The following day they charged my checking account for another month of service.($115.00) They will not respond to any text or email regarding the chargie ..and of course I have no service.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, 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
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Business not providing service and charging for services they are no longer providing. Would like a refund of router fee. I would also like to speak with someone from this company to be given an explanation of why we have had no internet for 10 days.Business response
10/07/2024
Apologies! We are swamped and under staffed, however, we are responding to customers. We will contact Amanda Scott via text, phone, and email within the next couple of days. We do not understand why a refund in the amount of $500.00 is being requested.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I currently have BOIP as my ******* provider. There was an internet outage on Sept 13, 2024. I have contacted the business via telephone, text message, email, went to the place of business and have had no response back on when the issue will be fixed. No return call, no follow up email, nothing. I have no idea what is going on except this company is nowhere to be found anymore! I am set up on automatic payments with the company and now I am unable to cancel the monthly payments.Business response
10/07/2024
Apologies! We are swamped and under staffed, however, we are responding to customers and will cancel service by the next billing cycle which is on 10/11/24 and we will email cancellation confirmation to the customer.Customer response
10/16/2024
BOIP was my internet provider. There was a mass outage on 09-12-2024. I called multiple times, left messages , emailed , texted, went to their physical location. To this day the outage remains. I received a text on 09-16 that said the following: Hi this is Desmond with BOIP. I understand that this service outage is inconvenient and we send our deepest apologies. 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. Thank you. A second text was received on 09/25 that read: Hello we are making progress addressing this outage occurrence and we will update you when we have more information. That was the only communication I have received after countless outreach attempts. I field a complaint with the BBB. Complaint ID 22322919 (84399038). I have attached a response that was received stating they would cancel service by the next billing cycle on 10/11/2024. I am set up on auto pay and $135 was taken out of my account on 10/11. I have to submit a claim with my bank account in an attempt to have this resolved. I have left messages and sent emails trying to cancel my service and disenroll in autopay.Initial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BOIP will not respond to calls or texts. We went to the office and the office is locked up tight, despite it being during normal business hours. Have no way to access my account to terminate services or cut off my automatic payments. We've been without service for 9 days so far with no explanation or updates. We need a refund and we need to cancel our services. We work remotely, have had no tv, alarm systems, camera etc. No communication, no explanation, no restoration date. Compensation for this headache and lack of professionalism is needed.Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Internet service outage on September 12, 2024.Payment taken on September 15, 2024. Still no service or explanation as of September20, 2024. No contact from the company. Lights are off, doors locked. Business seems to be closed.I can't contact anyone to cancel my service as wellInitial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BOIP service unexpectedly went out on Thursday, September 12. The company has been unreachable except for sending a copy-paste of a text message stating that "we are waiting for an update from our provider" on Monday, September 16th. They have not responded to any inquiries since then. They do not answer the phone, do not return voicemails, and do not respond to text messages. Despite not providing service and having failed to communicate anything at all, they added insult to injury by charging us on Wednesday, September 18th for another month of service.Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Have internet service through them. They took their 145$ monthly payment 9-7-24 and the internet went completely down 9-12-24. I have sent messages through ********, called and left messages, text their support team and all they say is there is an outage and they don't know when it will be restored. They send messages through text. Will not answer the phone. I have requested to cancel service and that was 2 days ago and have not heart back. It looks as though everyone that has them is going through this. It is fraudulent. They took our money and now I don't have internet. Not to mention I have no means of getting high speed where I live.Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I pay $120 per month for internet services. The payment is automatically taken out of my checking account, so I am not past due. On Thursday of last week we lost use of our internet. Then on Saturday, they took a payment from my account as they do every month. I have called them multiple times and they have never called me back. I texted them and they did text me back after a few days and said that they cant tell me when my internet will be turned back on. I am very frustrated and bit sure how to proceed.Initial Complaint
09/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
BOIP is the internet provider for my home. I was billed for services on 9/10/2024 and I have not had any internet service since 9/12/2024. I have made numerous calls and left voice and text messages requesting a call back. I have stated that I want to close my account and that I need to know how to return their modem equipment. I have not received any contact from this company since 9/16/2024. I am seeking your help to get this company to respond to my requests and to return the money paid for this months services not received.Initial Complaint
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
About 9 or 10 months ago we paid BOIP $500 for home internet service and $115 per month. We consistently lose signal or have a very poor connection, making it difficult to even run 1 device. Five, nearly 6 days ago we lost all signal and have not been successful to talk with any person or be given any information. I am requesting a refund of the $500 set up fee as we have not even gotten through 1 year of poor service and will have to pay a different provider for service.Business response
10/09/2024
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
10/09/2024
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 14 calendar days 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: *********************************************************************************.
I do want my BOIP account canceled in addition to the promised refund.Regards,
******* ********
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
66 total complaints in the last 3 years.
34 complaints closed in the last 12 months.