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Complaint Details
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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 youInitial Complaint
10/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been on the phone with Breezeline once again because our internet keeps going out. In fact, I am rewriting this because the internet went down again and when I tried to submit my complaint, it was all lost. Their customer service people do not return phone calls. The same people do billing, tech support on sales, so no one has any real knowledge about one department. They employ people who do not understand the English language, so we are dealing with someone reading from a script and have very poor tech support skills. Our system has been rebooted so many times. Every time they reboot, no matter what im doing on my laptop i end up losing it all, and coming from someone who consistently works from home for a *********** because i am on maternity leave-THIS CANNOT KEEP HAPPENING! They have lied to us about taking all the notes they possibly can so that a supervisor can call me back-yet here it is over a month later and im sitting here with no **** internet. I have to be connected through my hotspot on my cellphone just to be able to do my work. I have told these people numerous times in the last month that i refuse to pay any bills for the next two months due to being told nothing but lies! I was supposed to get temp credits-yet my internet was completely shut off for almost 3 **** weeks due to nonpayment and this is after i had told 4 customer ser **** that i will not and am not paying my bill when i had no internet to freaking begin with! Its breezeline that should be paying my cellphone bill now on top of crediting my **** account with them because the level of incompetency with these people is way out of control at this point. Not only thatr but tell me why the bill im looking at on my cell phone right now clearly states that $40 is due today for a months service that i didnt even have- and because you people never paused the auto pay like it was supposed to be im also being charged 39$ on top of it for a return service fee?? Uh no someone better call meBusiness response
10/16/2024
We spoke with *** ***** who requested a shipping label to return her equipment with.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April of 2024 there was a snow storm that ended up dislodging my utility lines from the poles to the house. I had an electrician come and ***lace/fix the wires and box on the house. I have called Breezeline multiple times about reconnecting the line from the telephone pole to the house since April with no success. I called Tuesday (10-01-2024) and was told in ***** hours they would have an update with my ticket I submitted and there was no call back, so I called again today (Saturdays 10/05/2024). The customer *** told me the same thing with ***** hours someone will call me back. These are just recent ones but I have been calling since April to get this fixed. There aren't any other utility companies in the area and Breezeline is a monopoly in my area, so I have no other company to call to help get this fixed. I submitted a complaint with the *** and Breezeline came to my house and cut all the lines from the utility pole to house. They left a voicemail asking why I put the complaint in with the *** because I cancelled service in April. They continued to charge me for a service they were not providing and the only way to stop them from charging was to canceling the services.Business response
10/16/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank youInitial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ongoing internet loss. 7+ service visits, 4 modems and they had me replace one and we continue to have daily internet issues. The Upload speeds can be less than 0 and I was told to get a faster/larger option of 1 GIG to enhance my experience. Breezeline can see the issue when reported using their text troubleshooting app and if we call. They continually reset and send technicians who have been unable to fix the problem. Even when we are working with Breezeline our calls are dropped with no return phone calls or follow-ups. The issue was escalated but we have not received a call from anyone after the fact to see if the issue was resolved. Breezeline leaves it up to us to call or chat. Our bill is $125 per month for 1 GIG of useable service which we have not received for months.Business response
10/11/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have a long history of ongoing internet issues with Breezeline. The latest being the first week of September when it was off and on repeatedly 3 separate days of the week.On Monday 09/09/24, I called when it went down. On Wednesday 09/11/24, I called several times when it was down for hours. I was told that someone would be out to resolve the issue on Monday, 09/15/24. I asked and spoke to several supervisors who repeated the same thing. I told them that that was unacceptable that I could not wait until Monday. They all had different explanations as to why it was down including a modem offline and service maintenance. I'm attaching documentation (text screen shots) showing service out on 09/11/24 and the appointment date of 09/15/24 for repairs. My neighbors service is also out when mine is and I have a newer modem and I'm 100% sure the issue is not on my end.There are also some screen shots of losing connection.I'm also attaching Disruption of Service letters that I have them send me so I can forward to my supervisor who I am accountable to. I work from home and rely on stable internet to keep my job. Obviously, when the internet goes down, it also causes more work for everyone who I report to. We pay $94.99 monthly (never once late) for internet only. I feel that it shouldn't be too much to ask to receive the service without constant interruptions and to be told that it is going to take 4 days for someone to resolve the problem.Business response
09/27/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Customer response
10/01/2024
[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.I am only closing this as to follow it through to completion. The small billing adjustment made isn't much satisfaction for the amount of connection disruptions that we experience on a regular basis. Moving forward I will be documenting every instance of issues and recording calls if I have to do so to show what it is like to call customer service when there is an outage. If these issues persist, I will not hesitate to file another complaint in the future.
Regards,
****** ******Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I did file a complaint with the BBB and Breezeline internet before... maybe March or April of 24. I was contacted by **** from Breezeline customer care service on April 25, 2024 and was told all mailing / junk would stop being sent to me. As of today, 09.24.24 I have received 9 pieces of junk mail... photo attached. My service with them was cancelled and I am still receiving junk. I am no longer interested in this company... please help me stop getting this junk mail.thank you,*****Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for internet service though Breezeline after moving into my new home. They set up the appointment for the tech to come out and set it up. There was an issue after the first tech came out and they had to send a second. I was told by the support representative that I would not be charged for the second visit since there was an issue from the first visit. My bill has come in and they put a $75 charge on due to "inside wiring". I talked to support again saying the tech did nothing with inside wiring and asked why I am being charged. They said yes, they do not fish wires and that would be the job of an electrician and that the tech made a note that he recommended an electrician come out and look at the wiring. So, they are essentially trying to charge me $75 for a recommendation. Breezeline is a horrible company. I have many family and friends who have nothing but complaints about them as well. They should be out of business at this point.Business response
09/25/2024
Attempts to contact Mr. ******* on two separate occasions have been unsuccessful. I have provided my direct contact number should he need further assistance. Thank youCustomer response
09/25/2024
[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
09/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am contacting your office in hopes of getting assistance with a conflict with Breezeline internet/cable. Breezeline purchased my previous ISP, Wowway. The service and price of Breezeline was competitive so we stayed with them after the acquisition. However, my monthly rate more than doubled in March 2024 ($52 to $123). I contacted Breezeline in April 2024 to negotiate a new monthly rate that was only about $15 per month more and the rate was guaranteed/locked for 12 months. I had to sacrifice some internet speed from 500Mbs down to 200Mbs but the lower speed would meet our needs.Breezeline is transitioning to a new streaming platform and services that had been part of my package started to disappear about a month ago. First we noticed that we no longer had DVR/recording capabilities or access to most digital channels that we have always had. As of today (09/20/2024), Breezeline has shut off my old cable box and I have lost my cable television services. I contacted Breezeline and they said that they shut the old boxes off and I would have to get a new streaming box. Breezeline told me that I will have to pay more per month ($15 per month min) to restore the services that I have always had with them. As well, they have not reduced my monthly bill to reflect the services that they shut off. Since a new 12-month rate was negotiated and agreed to in April, I dont believe that it is appropriate or legal for them to suddenly start shutting off my services and then demand that I pay more to get them back.Business response
10/01/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank youInitial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Signed up for service on May ******* during a promotion the business was running to receive two months for free after 90 days of service. The tier of internet we selected would qualify us for the $100 amount gift card. I reached out September ****** to follow up with our gift card (99 days later). I was told that we met all the criteria for the gift card and that the third party who handles it typically will take 7-10 business days to distribute them but was given their phone number to reach out to see where they were at in the process. I reached out to the company and they said they have not received the necessary information from breezeline to distribute our $100 gift card. I waited a week and called Breezeline again September 11 to follow up and a new ticket was created and was told it would be handled that day and that the gift cards that were suppose to go out for the June 1 sign up was having errors. Called September 12 and was told not sure why I was told that it typically takes 24 hours. I called again September 13 and was advised nothing new and usually takes ***** hours. Reached out again Monday September 16, was told nothing new on the ticket and it was still waiting to be looked at by a supervisor. I have since reached out every day since then and have still not received ANY correspondence from Breezeline. I have also reached out to the third party company that handles the gift cards and they confirmed they still have not received the information necessary from Breezeline for my gift card. We are seeking our $100 gift card.Business response
09/21/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Initial Complaint
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was a customer of ********* for years. I switched to T-mobile in April 2024.I returned all the equipment that was in my home and have a receipt dated 5/31/2024. Breezeline is saying I have a pod, which I never used and are charging me $90 for it. I have called Breezeline numerous times since May about this , with no resolution. They say the pod was at my house , but its not now, and they dont have it. I am not paying for something I dont have. The **** have asked me numerous times to look all over my house for it, I told them it wasnt here. At first, customer **** gave me a claim #*******, and said it would be looked into. Now they say it was looked into, and I owe the money and there is nothing I can do. The have turned my account over to collections. I called the collection company, **** claim # *********. They told me the claim isnt for equipment, but for service. I paid my last bill of $61.31 on 7/4/24 which was the balance I owed. I do not want my credit ruined for $90 , but also dont want to pay for something I dont have. I have tried to resolve this numerous times with Breezeline , but they just want $90 plus fees. I hope you can help me resolve this . I just want them to take the charge off my account and close it with a $0 balance. Thank you ******* ******* ****************** ************Business response
09/25/2024
Attempts to contact Ms. Calarco on two separate occasions have been unsuccessful. I have provided my
direct contact number should she need further assistance. Thank youCustomer response
09/25/2024
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 # 22304275. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did receive a voice mail from Sandra on September 21, 2024. I called her back on Sunday, September 22nd and left a message as directed with the best number,579-854-0197 and time Monday- Friday 9-4:30 , 1:00-3:00 being optimal time to call. I received a call today, September 25th at 5:33pm. I immediately called the number she left and was directed to leave a message again.
Theresa Calarco
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Theresa
Business response
10/08/2024
I spoke to Ms, Calarco today and I have resolved the issue to her satisfaction. Thank you
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