ComplaintsforBEAM

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have incurred nothing but problems since I've had this service. Several matienence guys from beam have come out including going on the pole however on Thursday Jan **** a maintenance tech came out and stated there was definitely a problem he also went on the pole and noticed that the wires needed replacing . The replacing of the wires was suppose to have been done 2 calls ago. My wife works from home and apart of our lively hood is based on internet service and it keeps dropping while online. This problem needs to be resolved immediately. The internet service is good when it is working however its not working more than It's working... The wires needs to be replaced and I need constant internet service

  Business response

  01/22/2024

  We first became aware of the incident on January *** 2024, when the customer contacted our technical support regarding a modem offline issue. The modem was reset and came back online, but after 30 minutes, it went offline again. A work order was initiated for January *** 2024, during which it was identified that there was a problem on the main line. Subsequently, a maintenance ticket was created for January *** 2024, and technicians are currently enroute to address the issue.
  On January *** 2024, *******, the customer's spouse, visited our office, and we informed her that maintenance technicians are on their way. Additionally, we suggested an alternative wireless solution to help with any other wireless issues the customer may be experiencing.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  internet at our pole at our driveway and they won't run it to our house.

  Customer response

  12/22/2023

  seems like there trying to make it right and so they say that they will be out tuesday *****/23 to run lines to my house , so fay they all have been very compliyant and nice 

  Business response

  12/26/2023

  We've established contact with the customer and are actively finalizing the construction. Our aim is to complete the remaining work and deliver the services within the coming week.

  Customer response

  12/26/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved to ****** **** on ***** ***, 2022. As soon as I got here, I purchased Beam internet for my house. My wife works from home so she needs it to ***** ************** ***** *** * ** * ******* ******* so we need internet to earn our income. Since mid ***** 2022, we have been having so many issues with our internet and Beam has been "sending people out to fix it." It would work for maybe 3 to 5 days and we (me and my wife) would start having connection issues. They told us that it might be our equipment. So I switched our modem and router, and got us and new modem and router. I even switched PCs and purchased a new one. The problems was still happening, and they continued to send people out to attempt to fix it. I told a few of the guys that they might need to change some wiring, but they didn't want to do it at first. Me and my wife went to the BEAM office multiple times to talk to the managers. ***** **, another beam worker came out to just switch the wires to our house, which according to him, would solve our problems. They switched the wires and the internet was fine for 2 weeks straight, until now, when they have maintenance. I am sure if you can look in their files, they have multiple calls from ******* ******** *** ****** ** **** ************ ** ****** ***** ** *****. They are the only internet company in the area, who can support what we need, but if I am paying $70 a month for them just to visit my house like 4 times a month then I deserve a credit.

  Business response

  05/05/2023

  This is not the type service that we would want a customer to experience.  Our records reflect what the customer stated as several service calls to their home, and each time anything our technicians have attempted with our lines and equipment has not given a permanent fix.  He called in on ***** **** and spoke to a Customer Service Advocate, we sent a tech the same day and issued a $70 credit which equates to a full month's service credit to his account. We contacted him on ***** ***h to ensure services were working, and they were at that time.  Since then he has had additional issues, and we sent out our Service Manager to do a deep dive into the issue on site.  His expertise suggested it was a home wiring issue that is outside of our lines and equipment.  We recommend to have an electrician visit to see if they could see the voltage changes.  We have not heard anything additional.  
  
  We regret the issues, and we sincerely hope the electrician can identify the root cause of the problem. 

   

  Customer response

  05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: The status provided by BEAM does not reflect the newest updates. On *** ***, the technician recommended to change the home wiring, which we did on the same day-matter of fact the electrician changed our internal home wires, which cost us 280 USD. We have done speed tests on that day, and I called in to let BEAM know that the issue is still ongoing. This call was escalated, and a maintenance technician was scheduled for *** **** ** *** ***, the maintenance technician arrived at our residence, and analyzed the upload speed error. He acknowledged there was a wider problem, and they would now drive to each node and check the status of the connection. Around afternoon, they came back and reported that the issue was solved, and that there was line cut at the hub (which is not in our home). The line was replaced on that day, and our service has improved. 

  However, I am rejecting the response because it was in fact not a issue in our home, but on BEAMs side. While I appreciate that the problem is getting better, and our internet seems to be in better shape, I am still out of 280 USD, which I paid to have the line in the home updated (and it was not the root cause of the issue). 

  After a lot of going back and forth with the company, it turned out to be wider problem than my home, as it was effecting the whole neighborhood. 

  I do understand that this information was maybe not available at the time the BBB received the response, but the response is not reflecting the recent developments and findings. 

  Also, my account statement reflects $330 when it was $280. I gave the guy a $50 tip for coming on the same day.

  
  Sincerely,
  
  ******* ********

  Business response

  05/11/2023

  You are correct, my information was not up to date.  My most sincere apologies.  We will credit the full expense for the electrician on your next billing cycle.  Please accept our most sincere apologies for the misinformation and for the misdirection for the electrician.  This is not the experience we would have wanted for you . 
  
  I can completely empathize with your frustration.  We genuinely appreciate your patience, and understanding.    

  Customer response

  05/13/2023

  
  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.
  
  Sincerely,
  ******* ********

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When cancelling my internet bill with a local company called "Beam" **************************************************** they told me that because the modem was "unisuable" even though it was in perfect operational condition. It still has the plastic wrapper, the plastic had smudges from my hands, but the modem itself was pristine. They told me my only option was to pay the $240 fee since they couldn't issue this modem again. I offered to clean it or simply remove the plastic from it which was the only part that was dirty. They told me that I either had to pay or leave. I never complain or write negative reviews but this company has treated me horrendously even though I've always paid my bill on time. I left the store without paying their bogus fee and informed them I would no longer require their services.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/11/07) */ We sincerely apologize for the inconvenience. Unfortunately, when equipment is returned with insects inside and/or excrement in and/or on the modem, it cannot be re-issued. They are then considered damaged and in accordance with our customer agreement are charged at to the customer at a depreciated cost. We offer to break this charge into payments as well. We again apologize for the inconvenience this has brought and will be happy to assist you in any way in breaking these payments down.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a current customer of BEAM I called in to talk about slow internet speeds at the end of June. I was told that 500mps service was available ( currently on 100mps service of their internet). I asked to switch since it was only approximately $10 more per month. For about two days we had very fast speeds (465mps). Then it went back to about 76 mps average for a couple of weeks. I called around **** and they scheduled a service call at the end of the week. I requested an early morning. They showed up at about 5:25 PM for the service call. No text or phone call ahead of time which they say the service tech's will give a 20 minute notice. They checked modem and said it was ok and that the problem was on their outside equipment. I see over the next couple of weeks trucks in our neghborhood but no improvement on quality of service. I call and schedule a service tech for Monday, ***** They call during last week and ask to move the appointment to Friday. I make arrangements for my son to let them in. THEY NEVER SHOWED UP OR CALLED!!! They were the ones that called to change it and NEVER SHOWED UP!!! Service is still much slower than stated (500 mps). I will be charged for a service that did not meet any expectations due to their equipment. This is horrible customer service and poor product performance! LOWER my bill......and FIX THE PROBLEM INTERNET SPEED.........or don't offer a service that your company cannot support and service!!!!

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/24) */ Mr. ******, We are so sorry to hear that your experience has not been satisfactory as our ultimate goal every day is to provide quality service. As this is not our norm, we are glad that we were able to reach out to you and get this resolved. We've tried reaching back to follow up, however the voicemail is full. Please let us know if we can assist you further. Thank you for supporting local.

*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. ↩