ComplaintsforAltafiber

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Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
AlterFiber changed the procedure for stopping spam and auto calls. I never received a spam call the whole 6 months we've had them. 3 weeks ago spam calls are coming through all day. They told us they no longer offer the spam blocker service. That is the main reason we chose them when we switched from Spectrum. They also advertised an email account with the account but when my son called to inquire about it they told me they don't offer that service anymore and their website needs to be updated. AltaFiber told us they have a new service where it shows "Spam Caller" on the Caller ID. We're now back to having to leave the phone off the hook, which is why we switched from Spectrum in the first place.
Business response
10/07/2024
Unfortunately, the software for Reveal/Privacy Defender reached end of life. The company that made the software is no longer providing support or technical assistance. This was not a decision made by altafiber. We're looking to make internal adjustments to Robocall Blocker, for a better customer experience.
Customer response
11/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

(Response was taken over the phone)

I reject for the same reasons as last time.

Regards,

*** ********

Business response
11/05/2024
Unfortunately, as previously explained, Reveal is not returning as a feature for Home Phone, and has been replaced by Robo Call Blocker.
Initial Complaint
10/01/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called to cancel my internet service as of tomorrow’s date. I was told by billing cycle is from 9/24-10/24, I can cancel but they won’t pro rate my bill, i still have to pay for the service. I think this is totally ridiculous.
Business response
10/01/2024
Internet service is not pro-rated, because it is a subscription based service. It is not a usage based service. Internet: Service Terms & Conditions- 6.2.3 Termination and Cancellation Policy Part C Cancellation Billing Policy: The monthly charge for Internet service will not be prorated for the final partial month of service. The full monthly service fees will apply, even if your service is active for only a partial month. Internet service is not pro-rated, because it is a subscription based service. It is not a usage based service.
Customer response
10/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
This is a rip off when you get payment from customers.
Regards,

******* ******
Initial Complaint
09/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
These people are complete Neanderthals. They used to be Cincinnati Bell, but now they are Altafiber. My husband (dead 5 years, as I have told them repeatedly) opened the account, but they will not switch the account to me, and they will not send me a bill, though they happily take my money. I don't find out what's owed until they switch off my service over and over and over. So I never know how much is owed, as they are probably sending the bill to my dead husband's email account. I watched this man die 5 years ago. I don't need to reminded of it every 2 months by Altafiber. These are the same people who, when I first moved to ******** ******** in 1998 as a professor at the local university, would not give me a phone in my house because some jerk in their customer service was convinced I was the girlfriend of some guy who lived there before me. These people are beyond belief, sexist, and totally anti-woman. Women, it seems, can only be wives or girlfriends. I am fed up with them. I live in the 21st century, not in 1950. Give me a total break.
Business response
10/02/2024
altafiber apologizes for your frustration & the inconveniences you have endured. We have placed an order to move the account into your name. We have also placed credits on the account, for Late Payment Fees & a Reconnection Fee. You should receive multiple emails, about the order & account change, to the email address you provided. Please check your Spam folder, if they are not in your Inbox. Again we apologize for your frustration.
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As of Sept 25th, my payment of $68.18 is still floating around per explanations from Altafiber. It all started as a computer glitch with Altafiber App and being transferred back and forth via customer service trying to re enter. That made it apparent that going back and forth trying to make payment on top of payment already screwed up the whole process and of course NOBODY KNOW NOTHING, JUST SEEING MY PAYMENT OF $68.18 was NOT PROCSSED ON THEIR END. Bottom line Altafiber hasn't found my payment yet, they assured my service wouldn't get interrupted until I get my monthly check Oct 3rd to pay what they didn't receive on 9/10 on top of the NEW BILL coming out for Oct. In the meantime I'm still searching for my FLOATING AROUND $68.18. I'm not going to repeat my issue again, therefore I attached images of the problem. I also had a file a dispute form from the card issuer.
Business response
09/30/2024
altafiber has issued a credit on your late fee. The information provided to you previously is correct. The payment was aborted and the payment was not applied to your altafiber account. You will need to contact the bank or debit card company and file a dispute with them.
Customer response
09/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** ********
Customer response
09/30/2024
Like I said in the complaint, even with documentation showing that $68.18 was paid to Altafiber and customer service stating that $68.18 is floating around still hasn't been returned to my debit card. My cardholder issuer still shows the payment as being PAID, alllllllll I know is while trying to make my payment via Altafiber online billing during my process there was a computer glitch happening, called customer service who transferred me to phone automated system it said balance due $68.18, I tried to pay it, it told me to put in a security code, I did and it said , declined then it said ABORTED. who ABORTED the payment? Because it can't be found. My cardholder issuer said anytime a payment is ABORTED than the payment comes back to my card. Which it hasn't from Altafiber. We all know computer glitches happens every minute of every day and it's very hard for a customer to get any results when it comes to correct a problem. Having too many customer service representatives makes the decision even more complicated because everyone has a different reasoning behind the problem. I either want my $68.18 sent back to my debit card or have my Sept 10th payment as paid. $68.18 is a lot of money to lose especially when you only get 1 monthly check
Business response
10/08/2024
There is no new information. You will need to contact the bank or debit card company and file a dispute with them.
Customer response
10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** ********
Customer response
10/10/2024
I can't handle anymore of this back and forth, this has become too stressful and rises my blood pressure everytime I would call, respond, even seeing Altafiber or BBB in my emails makes it raise. I'm not satisfied and definitely know that my $68.18 will always be floating around like Jade from Altafiber said. I'm tired of different answers. I filed a dispute form with the bank, it'll take 30-40 business days, in the meantime I will continue to rob Paul to pay Peter in order to catch up on my bill. Monthly checks have no room for paying bills twice and I'm not going to have a stroke just to have wifi. I can't do this anymore, I'd rather throw away money than have a stroke due to my blood pressure going up everytime I have to deal with various Altafiber customer service representatives. I WANT TO LIVE !!!!
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Services were installed on 09/05. When attempting to work from home on 09/09, I noticed my ***** application would not connect. I contact my IT department who directed me to contact AltaFiber and ask to disable *******. I contacted them on 09/16 when I was scheduled to work from home again. I was told it wasn’t their issue, to contact the router company (for routers THEY provided me). The router company **** had me connect directly to the modem. The issue was still happening which ruled out the router being the issue, and was then was directed back to Alta Fiber. After escalation to “back-end” and the engineering team, I was told today (09/17) they won’t be doing anything because it’s an application issue, not them. I have explained over and over again that my ***** works everywhere (my other house, my moms, in the office) and the ONLY time ***** will NOT connect is when I’m at the apartment with the new service. They have so kindly already provided a bill within a couple days of connecting my service that’s due less that 30 days after they connected it, and now I cannot work from home because they do not want to deal with the headache of figuring out what the issue is and finding a solution. I want a SOLUTION! I want ALL of my stuff to work, and not continue to talk to 15 different people to do so. Someone somewhere has to be able to figure this out.
Business response
09/20/2024
altafiber would like to offer to send a technician to your home at no cost to you. We will have a senior technician look at everything and switch out the gateway. What day would you like to schedule? We can schedule weekdays - and have morning and afternoon appointments. Please respond with a date and time frame that will work for you. Thanks.
Customer response
10/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******** ****
Hopefully you’re able to help! It’s showing I did not respond but the portal did not offer an option to provide feedback. I was provided the resolution of replacing equipment when I really need someone from there to contact me that is willing to work with my IT group for work to resolve this issue together. Anyone I’ve spoke to over the phone refused to assist or told me it’s not their issue. My local IT group is trying to help narrow the issue down but Altafiber refused to help resolve the issue from their end. Is there a way to ask someone to contact me directly at ###-###-####? I would appreciate any assistance you can provide!

Thank you,
*** ****

Business response
10/10/2024
We have been working directly with the customer to resolve her issue. Thank you.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Altafiber is sending mail saying that the Wi-Fi gateway is included in the package, but it's not provided as offered in the mail, charging extra $11.99. Need to take action to provide as in the mail say's.
Business response
09/20/2024
altafiber has added a promotional rate for 36 months on your wifi gateway. This has been rated to zero. You will not pay for the gateway for 36 months. Thank you.
Customer response
09/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We operate a small bar in Covington KY. We used Altafiber since 2018 for both phone lines and wireless internet. We renewed a two-year contract with Altafiber in April 2024. In May 2024, a service tech was dispatched to "update" phone lines. We were paying 2 separate bills on 2 different dates for wireless internet and phone services. Therefore, while the service tech was here he "consolidated" the bills so we would receive only one bill. On July 11, 2024, I contacted Altafiber about a paper bill for more than $300 threatening to disconnect because we had not paid the bill for wireless internet. The bill referenced an account number we had never seen. Altafiber verified we had made all payments for both wireless and phone accounts. I was told the account was mistakenly created when the tech "consolidated" the phone and internet bills two months earlier. They canceled the account and told me that the bill would be deleted. That evening the internet stopped working and we were not able to process credit card payments. I contacted Altafiber to resolve the problem the next day. At 3:00 pm, the customer service rep gives up and says the lines must need fixed. But they cannot get anyone here to fix it until Monday morning. That meant no internet and no credit card payments for our bar over the weekend. The Tech shows up timely at 8.00 am on Monday. He quickly determines that this was a mistake on Altafiber's end and that they had mistakenly disconnected our internet service. He apologized and told me the people oversees make mistakes like this all the time. He called the home office and internet was quickly restored. Because of incompetence Altafiber mistakenly turned off the internet for my small business. We lost more than $3K in sales over the weekend because no internet meant no credit cards. Therefore, we canceled Altafiber and found a new provider. Altafiber has sent me a bill for $434.67 because I canceled the account early. Terrible!!!!!!!!!
Business response
09/19/2024
Altafiber has reviewed your account. The early termination fees are valid. You received a discounted rate on the business line due to being in a contract. The normal price is $52.50 per month. Your reduced rate was $37.99 per month.
Business response
09/23/2024
altafiber issued a credit on the account for the early termination fees and past due balance. Your account has a zero balance. Thank you.
Customer response
09/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I’ve become Disabled. Being on a fixed income, I removed my TV service from Altafiber and bought an Antenna. I’ve kept the home phone and internet. Altafiber has placed a value of $400 on the equipment they want me to return to a store. I asked if they could send a technician to help disconnect and return the equipment. They informed me that it would be a minimum charge of 99$ to assist me. I’ve been a Customer for 40 years and I had hoped they could assist their Disabled loyal (still) client… hope the BBB can help! Thank you.
Business response
09/17/2024
We have scheduled an appointment for 9-19-24 afternoon 1230-430pm. A technician will come to your home and pick up the equipment. We will waive the fee as a courtesy since you are a great customer for many years. If you need a different time- Please call ###-###-#### and ask to reschedule for a different date and time. Thanks.
Customer response
09/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** **********
Initial Complaint
09/13/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been using their internet service since 2021. I called to cancel the service and was told I was under contract until April 2025. The contract I was sent was only for 12 months but I was told that it was "self-renewing" unless I contacted them 90 days before the anniversary of the contract. I do not recall getting any notification about this. This seems wrong to me that they can hold me hostage after this amount of time.
Business response
09/13/2024
In order for businesses to receive discounted pricing, they must be under contract. You're service is currently under contract until April 14th. If you cancel while under contract, you will be charged early termination fees. If you take no action, the contract will renew for another 12 months on April 15th. You can contact the business office, at ###-###-####, 30 days prior to the contract end date, to discuss termination or renewal of services.
Customer response
09/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** ******
I haven't received any additional contact from Altafiber after requesting to talk to a supervisor. I did receive a copy of the original contract which I have attached above.
Business response
09/19/2024
We have requested for a business representative reach out, to discuss your concerns.
Customer response
09/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** ******
This is the same response I got when I called. I do not have any record of ever being notified of contract renewal and the steps needed to cancel the contract. I truly feel that this is subterfuge on the company's part and I would like for them to provide me with proof that I have agreed to this contract.
Business response
09/24/2024
We received notice you were contacted by a business supervisor & decided to cancel service.
Customer response
09/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ******
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cole D*****, a Customer Sales Representative, leaked my PPI information in an email by not removing my information and not putting me on the BCC Line. Now everyone who got the email (as it was sent to at least 100 customers) is replying to the email and I am getting all of their responses as well. I asked them to revoke the email but was told they will not.
Business response
09/10/2024
altafiber apologizes your email address was sent to other customers. We have issued credits for a free month of service. This has been addressed by our retail management team.
Customer response
09/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. While the apology to you is nice, I have not received a phone call or communication from them directly, and also they are only giving me the “credit” because I reached out to the BBB. I will accept the response because I fear that is the best I will get, as their customer service line just keeps me on hold and won’t address this.

Regards,

****** ********

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