ComplaintsforSpeednet LTE

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The services was unstable at best, customer services was horrible. We canceled our service, received a final bill paid that bill. Now I am still being billed

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered SpeedNet LTE internet service on 8/12/24 and received the equipment on 8/15/24. With the understanding according to their website and contract that there was a no strings attached 15 day guarantee. From day one, the service was extremely slow. My daughter talked to a *** who walked her through a couple of things but the speed was still only 5mbps or less of upload and download. They said as the unit pings off of other towers it will speed up. I reached out to the company and scheduled a call for the following day to do some more trouble shooting. The call was never made and trouble shooting was never done. By this point I was at day 15 and would be tied into a 12 month contract. I sent a message requesting services to be cancelled. The response that I got was that the internet was working and if we got issues to call. I heard nothing from them and we moved forward with a different provider. I had not heard from them regarding the cancellation so I called their customer service, and was told it was too late. I told them I had proof of cancellation to which they had me mail the equipment back to them (to a residential address, but I got tracking and confirmation of delivery). I continued to get emails for past due amounts so I emailed them to see what the status was of my $250 refund. Their response was that I had a 12 month contract, and because I had asked about the refund now they would be sending me an invoice for $35 per month for the full 12 months (the early term fee). I sent them my proof of cancellation, the contract terms, and a screenshot of their guarantee. I have not heard anything back from them. I did tell them that they could refund me minus the "restocking fee" that says 15% on their website, but 25% on the contract, otherwise I would see them in court and let a judge decide. They falsely advertise, lie, and do not uphold their contract terms.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I ordered service June 10, 2024. I paid $300, which I believed was a deposit, initially to start a month to month account and signed the month to month agreement, since I wanted to do a month to month plan. I was able to get better internet services since that time, so on 8/21/2024, I sent an email to cancel the service to the email listed in the month to month agreement and within 10 days, I returned the equipment via ***** to the address supplied in the month to month agreement. The equipment was received by ********* and signed for on 8/27/2024. In the agreement, it says that after receiving the equipment, the agreement is then ended and I can expect to be billed until the equipment is received. It also has a 30 day notice that I have to give to cancel the agreement. On September 9, 2024, I received a bill for an entire month of service and that bill was due 9/12/2024. I have paid it BUT, this is completely unsatisfactory. The month to month agreement is full of contradictions. In one sentence, I am required to return the equipment in 10 days, but in another, in 30 days. In one sentence, the agreement is ended when the equipment is returned and in another, I have to continue to pay generated bills until 30 days is up. This is a rip-off and they are taking advantage of me. I have paid that bill of $126 and change because I do not wish to incurr late fees, but I believe that they owe me based on the $300 I paid and $126 I have had to pay for a month of service that I no longer have. In todays economy, that is unacceptable and I would venture to say illegal to be required to pay for a service that is no longer received.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This service uses att sim cards. Our service was shutdown without notification by att. Speednet net knew this would happen and took a payment and did not provide another means of gaining internet access. They did not provide new SIM cards to keep the service running as promised.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered internet services from this company. We never recieved this service due to the fact they shipped us damaged equipment. I placed the order for service on Nov. 2, 2023 the equipment for their service was delivered on Nov. 8, 2023. We installed it the very next day and contacted the tech department that evening. They told us the problem was due to the router not working and at one point I had tech support for them on one phone and tech support on another phone for the router. On the 10th I exchanged the router for not only a new one but an entirely different brand still we had no service. On Nov. 11 a friend who works in this industry drove 3 hours to ensure we properly installed the equipment. He found it to be installed properly but noticed the light that indicates internet service was not illuminated. I then called customer support again and the end result was the company said they sent damaged equipment and I needed to return it. I returned it at my own expense and provided proof to them I had done so on Nov. 14, 2023. I was told that once they received the proof the new device would be sent out immediately as long as they received the proof by 12:00 pm I sent the proof at 11:37 am. On Nov 15, 2023 the service tech I had been dealing with called and said they were going to send out my new equipment that day. It was at this time I told them don't send the new equipment and please cancel my account and refund my money. Since that time they have called repeatedly trying to persuade me to continue service with them and everytime I have declined and requested my refund. The equipment was sent priority mail and was delivered to them on Nov. 16, 2023 if you count from the date I placed the order to the date they received their equipment back 14 days elapsed and I was in the 15 day period.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Jun 30, 2023, I entered an agreement with Speed Net Broadband to provide internet at my residence for an initial $250. The $250 was for internet at certain speeds and download speeds and was using indoor equipment. The company has a 14 day return policy from the date of receipt of equipment. Techs with Speed Net and I spent 3 hours on the phone attempting to get proper, working internet. There was a connection but only at download speeds of on average 1 to 5 mbps. At this point, after many attempts to get help with connection and connection speeds; I was already skeptical. I really wanted to cancel everything. I was talked into using the outdoor equipment as I was told it will definitely work. The techs suggested we try the outdoor equipment.On Jul 6, 2023, I paid an additional $125 in order to receive the outdoor equipment. As well as I needed to buy my own router.Again, techs and myself tried for 3 days to get optimal, connected internet; yet, this time with the outdoor equipment. Again, we were able to connect, but at reduced, almost non-existent speeds. I informed the team that I wanted nothing else to do with the company or equipment. And after spending 6 hours and purchasing a router, I wanted my refund back. On Jul 18, 2023, I sent back all equipment again. I received my confirmation letter from Speed Net confirming my request to close my account on the same day.I completed all terms of this agreement, twice. Everything was received, tested, and sent back within 14 days. Yet, I only received $200 back of the $375 total paid. I believe Speed Net takes advantage of consumers by over-charging for equipment/services. SpeedNet then hopes service is effective due to a pending 2 yr agreement. If service is not completed in any way, SpeedNet has an ultimatum in place to charge the consumer any part of the money they can regardless of the outcome.I have plenty of texts and emails to back my claims up.I want to be refunded my full $375.Thank you!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  If I could give no stars I would. My bf found them while searching for a provider. We live in **********. When he told me about them and how much of a deposit he had to put down ($250) ?? but we waited three business days for the router to be shipped. Never did. Call their customer service line and kept getting the same lady every time ???? kept saying she would call him back but never did. Then when he would call she didnt even ask him his name or any information to know what account he was talking about. She just somehow already knew?? ?????? a different person called back asking for him to sign a sign a year contract?? He then just asked to cancel the service because he didnt feel comfortable and the lady got offended!! Kept trying to pressure him into at least waiting for the router and to sign the contract!! He stated again since he never signed the contract and they have a money back guarantee he would like to get his money back. She hung up on him. ???????? I doubt we will get that money back. He unfortunately fell for the too good to be true act.

  Business response

  05/24/2023

  Hi, this is **** with Speed Net Broadband.This is a respond regarding the issue escalated for us and upon finding the more details we would like to share that we do not find any customer with ** with this name or we find any email or phone number associated with any of our accounts we have, so if this is regarding refund of any amount then we would like to request  customer to share the detail of payment receipt or any confirmation that they received from our company regarding he placed an order and then we did not ship the equipment.so we can investigate it and if refund is eligible then we are happy to return it.

  Secondly,customer has an query regarding signing the documents so we would to clarify that any customer sign up for the services with us they have to sign for the terms and condition document which is to make sure that whatever the information provided by our associate or whatever the terms mentioned on website, customer agree on it so in the future if customer has any issue then we are committed to help them as per our terms and conditions that we discussed with customer and they will also agree on it and that make sure the fair deal for both the parties.

  we tried calling customer to discuss about this issue so that we can resolve it but they did not pick up the call we left voice mail and waiting for call back.

   

  Regards,

  Speed Net Broadband

   

   

   

   

  Customer response

  05/31/2023

  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

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have had speednet services since around May of 2022. Whenever I first set up services with them they required a ****** upfront fee cost which was for the 5G modem deposit and first months service plan cost OR 250 deposit and 125 for service.After a year we got better internet service and sent back the 5g modem certified and speednet refuses to pay the security deposit back on the modem.If you would have went with the 4g modem you wouldn't pay anything but your first month of service up front and that's all. You are still paying for the modem lease from month to month also. When I submitted all my paperwork and attachments they gave me an email address that kicks back and says not found.

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