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Complaint Details
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Initial Complaint
11/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
During Hurricane ****** we were without Internet for days. After Hurricane ****** there was a fire and outage I reported to Breezeline. Since then **** had a few more short term outages including today November 3, 2024. Breezeline sent us a bill for our normal monthly amount. They expect us to keep up with outages and how long they last even though they have documented outages. They text us during outages so they know the dates and times. We have been told by breezeline we have to ask for a credit and we have to call after each outage to ask and that it will be on next months bill. They need to provide credit for the outages over the last month and stop billing for services that were not received. I was billed $106.75 this month and the bill should have reflected the outages due to Hurricane ****** and the neighborhood fire that disrupted service.
Business response
11/05/2024
Attempts to contact Mr. ********* on two separate occasions have been unsuccessful. I have provided my direct contact number should he need further assistance. Thank youInitial Complaint
11/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been unable to use the internet since it was re connected. I called 4 days ago and was told that the soonest appointment was today (Saturday) and I took it. I was told someone would be here between 2:30-4:30 and would call 30 min ahead. At 4:10 I called and a ticket was put in because nobody showed up At 5:00 someone called me to let me know a tech was still coming but was running late. Come 6:30 I called again and they opened another ticket. A little after 7pm I got an automated call that a tech was coming. After an entire day wasted waiting, and missing My nephews birthday party at 9pm nobody ever showed up. I called and was told he marked it as completed and there were no other appointments I could be scheduled for. As of now, I am at risk of losing my job and still have no internet. That was careless, tasteless, rude and unprofessional.Business response
11/05/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank youCustomer response
11/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ******Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have regularly been experiencing outages with my *********** which has regularly impacted my home life, as well as my professional career; I work for the State of ****, for *********************'s ********************* ******** IT Department, and have frequently worked from home, I need to be able to rely on my ISP for service so that I can adequately work from home, primarily utilizing our business organizations ***** SecureClient VPN, and I have thus far been unable to adequately rely on Breezeline's service, after I switched to their service from Spectrum Internet, who was overcharging me for insufficient data speeds. Now I have been paying on average $109 a month since requesting Breezeline's services, and I have regularly had to report network connectivity failures, and have been lied to, accused of causing the issue, and experienced an extreme failure in customer service (Service Technician appointments have regularly been a failure as they will not arrive on time or will not abide by the scheduled appointment times, when I am not home and am at work). I have been told that my own equipment is causing the issue, but have verified that this was NOT the case, after having removed my own equipment and still experienced the issue. I have repeatedly informed them that I am aware that they are throttling my internet access, or are cutting it off, and they claim otherwise, and insist that they do not engage in such behavior, and that the issue must be with my equipment, but have then followed up with a call to inform me that they are attempting to resolve the issue remotely, and then low and behold, after a time I will regain network access, if only for a short period, which indicates that there is no failure with my equipment or setup in or near my home (as the issue would then be unresolvable without a technician on site, if this were the case). Internet Service Providers need to be more stringently regulated, due to social reliance on this utility.Business response
11/01/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Initial Complaint
10/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am submitting a complaint regarding Breezeline due to ongoing issues with unstable internet service and inadequate response to my requests for resolution. I am a professional esports athlete, and reliable internet is essential for my work and income. Despite repeated complaints, Breezeline has consistently failed to address issues with packet loss and latency instability, leaving my connection unreliable. As the sole fiber provider in my area, Breezeline effectively holds a monopoly, yet they have neglected to address these significant concerns.Details of the Complaint:Failure to Address Packet Loss and Latency Variation Breezeline has continually dismissed my concerns about unstable latency and packet loss by assuring me that my speeds are fine. My primary complaint, however, is not speed but the inconsistency in connection quality, which severely impacts my work. Breezeline has ignored these valid concerns, failing to address the root issue.Unreliable **************** and Escalation Over ************************************************************************************************************ However, I received no follow-up until after I filed a complaint with the ***, and even then, the problem remains unresolved.Inaccurate Reporting to ******************* Following my *** complaint, Breezeline inaccurately reported that my service was functioning correctly, even though their own technicians confirmed latency issues but were unable to resolve them.Neglect from **************** I have repeatedly tried to reach *** ******, Breezeline's ********** supervisor, regarding these issues. He has not responded to my calls or messages and has misrepresented his communication with me to his superiors.With Breezeline as the only fiber option, I have no alternative for reliable internet. The ongoing lack of resolution from Breezeline has caused financial and professional hardship, as a stable connection is essential for my career.Business response
11/01/2024
Breezeline is providing the speed Mr. ******* is signed up for and took all of the appropriate measures within it's reasonable control to resolve this matter. However, our engineer will continue to monitor the situation and will advise Mr. ******* of any future findings.Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used the chat feature on Breezeline's website to troubleshoot an internet access issue. The person on the other side, who only provided her first name as ******, after about 20 minutes of troubleshooting told me that my problem was the my service package and modem was old and I would need to buy a new modem from them and subscribe to an updated service package. I was told I would have to talk to a sales *** to get my internet access back.This of course was a lie to upsell me on a more expensive package. I ignored her comments, closed the chat, and called breezeline to escalate to another *** who got a tech out who fixed the issue. The issue was not the service package nor the modem. The issue was confirmed to be on one of the lines running on the poles. I do not know the total amount of money that lie from ****** would have cost me, but I know it would have been at least ~$80 for a new modem alone.I don't believe this was a rogue action by an employee, because why would she risk her job to extract a couple hundred dollars from a customer? I believe this is standard operating procedure and I want confirmation from Breezeline that they've changed their training/scripting.Business response
10/28/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Customer response
10/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *****Initial Complaint
10/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Breezeline is my WiFi provider and Ive been without signal for over 2 months. Ive lost work hours. Zoom training. Security breach in my RING door video not working. My computer laptop will not operate because its set up through *********. My printer wont work because of HP ink monitoring.,.A tech has been out twice without solution. Now they are coming tomorrow and charging me for the call.Business response
10/24/2024
I reached a mutual resolution with Ms. ******************* This issue has been resolved. Thank youInitial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In June of 2024, Breezeline deleted my email account with no warning. I contacted their customer support department and their solution was for me to create a new email account. No reason was given as to why my email account was deleted.I had a number of financial institutions, retirement account, credit companies and personal items associated with that email account. I had to scramble to make changes on a number of platforms regarding the email address that was deleted. Worst of all I had no access to personal emails and pictures that were lost.Business response
10/25/2024
Attempts to contact Mr. ******* on three separate occasions have been unsuccessful. I have provided my direct contact number should he need further assistance. Thank youCustomer response
10/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *******Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Breezeline was not able to provide service to myself or MANY, MANY others in northern **** on August 6, 7, 8, 9 and 10. Further, they had what their website described as a planned outage on August 30 that was not communicated to customers. I wanted TWO full billing cycles for a credit to appear on my bill. When it did not, I contacted them by chat (attached) and received nothing but stalling and lies so I'm turning to the BBB for help in resolving this not only for myself, but for EVERYONE affected by this outage. Thank you.Business response
10/28/2024
Attempts to contact Mr. ***** on three separate occasions have been unsuccessful. I have provided my direct contact number should he need further assistance. Thank youInitial Complaint
10/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled service with Breezeline in early 2024. I mailed back two cable boxes and one modem in the first quarter of 2024. I was not allowed an option to drop off the items in person. Breezeline sent me a statement on June 6, 2024 with a credit balance of $62.77. I called to inquire how to get my credit owed and they told me that I still needed to turn in a Modem or I would be charged $155. This came as a complete shock. Breezeline has told us that they have done two investigations and inventory to find the modem, but they cannot account for it. Since I have an internet modem through a different provider, I know I am not using or have in my possession Breezeline's modem. I spoke to a supervisor on 10/17/24 and unfortunately, we are at an impasse where they will send my information over to collections. My current owed amount is $108.56 (less the credit), however, the statement mailed does not even reflect my credit amount pf $62.77 or any fees that they told me are included. This is poor invoicing as it doesn't have a clear calculation or describe what I am being charged for. While the amount Breezeline is charging me may not seem like a lot, it's the principal. They do not give the option for dropping off equipment in person, so now I have no way to proving that I mailed the equipment. I think this is bad business practice and I'm wondering if this is done to other customers that cancel as a way of getting more money out of them. If BBB chooses to investigate, my complaint number is *******. Statements provided for support.Business response
10/21/2024
Attempts to contact Ms. ******** on two separate occasions have been unsuccessful. I have provided my direct contact number should she need further assistance. Thank youCustomer response
10/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
A manager by the name of **** did try to contact me over the weekend from an ***** phone number, which I did not recognize, and therefore did not answer. I was not provided with a direct line to the manager **** that left the message and my attempts to contact Breezeline took me on the typical phone prompt ordeal. I was unsuccessful connecting with this individual on Monday 10/20/24.
Later Monday 10/20/24 I received notice from Breezeline that I was past due on my account for the $108.64 and that it was sent to collections. I spoke to a collections agent at Breezeline same day and the gentleman advised me to pay the bill. I was upset about the timing and not discussing this further with Breezeline management prior to this being sent to collections. He put me on hold and he told me **** the manager would call me back. It is now Thursday and I have not received another phone call, probably because I paid the bill.
Despite my dissatisfaction with Breezeline and the fact that the Modem was returned, I paid the $108.56 so that my credit would not be affected. I suppose because I paid the bill, it is no longer in Breezelines interest to contact me and resolve the issue. As a military family that is constantly moving and changing services, Breezeline is one that I regret ever signing up with and I am happy I ended service and stopped paying the astronomical rates they charged. I will ensure all military friends moving to the area does not make the same mistake!
FAQ
Regards,*******
Business response
10/28/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Initial Complaint
10/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I pay for internet service that is constantly dropping and is never consistent. I would like a refund for EVERY SINGLE MONTH where you drop servcie costing me money out of my pocket not being able to do my job.Business response
10/17/2024
Attempts to contact Mr. ****** on two separate occasions have been unsuccessful. I have provided our direct contact number should he need further assistance. Thank you
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