ComplaintsforRightFiber

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few months ago I had right fiber install fiber internet at my house. It worked with super fast speeds while the technician was testing it and then as soon as he left nothing would load at all. I thought maybe it was congestion so I tried to give it a few days but it never started working again. My speeds weren’t even reaching one megabit. I called customer service to tell them and they offered me a one month bill credit and told me to call tech support and they’d handle it. I called a few weeks later and asked them to just go ahead and cancel it. I never contacted tech support. I thought if it was already so unreliable I wasn’t really interested in resolving the problem. I now owe a bill for $38 for my “service.” I contacted the billing department and told them I don’t understand how I owe a service fee bc I never was really provided any service. I was told that they couldn’t verify that it didn’t work so I still owed them for service. No, I never did contact technical support but I did call customer service 2-3 times and reported to them that my internet wasn’t working.

  Business response

  10/17/2024

  October 17, 2024

  Better Business Bureau

  Re: BBB# ********, ******* ****
  
  This letter is in response to BBB# ******** received by RightFiber on October 8, 2024, regarding former customer ******* ****** concern with the final bill amount.

  *** **** established 1 gig internet services with RightFiber on June 12, 2024. 

  On June 19, 2024, *** **** called in to cancel services. During the call, *** **** mentioned having technical issues which was the primary reason for the requested disconnect. The retention specialist was able to save *** ****’s services and prevent the disconnect by offering a one (1) month credit. The retention specialist suggested getting the customer over to Technical Support regarding services issues, but *** **** was not home at the time to troubleshoot service issues. At that moment, *** **** was provided the direct contact number for RightFiber Technical Support. He stated he would call Technical Support once home.
  

  On June 18 and June 19, 2024, the Lead Technical Support Representative attempted contact with *** **** regarding his service-related issues but contact with *** **** was unsuccessful both attempts. The Lead representative did leave a voicemail requesting a returned call. Our records do not reflect a returned call by *** **** In June or July 2024.
  

  *** **** called on August 30, 2024, to request services to be disconnected due to service issues. The Retention Specialist offered to get *** **** over to Technical Support to troubleshoot his issues but he declined. At that point, the specialist entered the disconnect order as requested by *** ****. Though the request was made on August 30, 2024, the effective disconnect was backdated to June 30, 2024, by the Retention Specialist as a courtesy. The customer was educated on the final bill.
  

  On October 8, 2024, *** **** called in to speak with a member of Customer Care to inquire about the final bill received for $38.99. The Care Representative reviewed the final bill with *** ****.
  

  A Customer Care Manager attempted contact with *** **** on Oct 15, 2024, to review the concerns mentioned in the recent BBB complaint and to provide an update of RightFiber providing a credit of the remaining $38.99 as a courtesy. The contact was unsuccessful, but a voicemail was left for *** **** to return our call at his convenience. There has been no further activity on *** ****’s account.
  

  Thank you for the opportunity to address and respond to *** ****’s concerns.
  
  Sincerely,
  
  RightFiber
  

  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  RightFiber has buried my neighbors fiber optic line through my property. I’ve been trying to get them to remove this out of my yard for the last three weeks the last two weeks they have promised to call me, but I have yet to hear from him. I’ve made several attempts on their complaint lines complaint line is ************* I’ve talked with *******. ******* says ***** ****** or ***** **** will call me and I have no contact from any of them for the last two weeks tent is to get them to move the cable out of my yard , and if not, I have a lawyers appointment next week to try to get him to file a letter and that’s gonna cost money and I don’t want to do that. All I want is for them to come out of my yard. My first attempt was they were rude. Asked me how I knew where my right away was , and there’s no right away between me and my neighbor. The only ride away is next to the street prior to that I have marked and my neighbor has a wood fence in his backyard on the property. They move through my yard. That was the easiest route for them to get to where they needed to go ?

*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. ↩