ComplaintsforOrbitel Communications

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled service waited 6 weeks for refund when they sent it the check had wrong name on it so I had to take it back to orbital and now they are saying another 6 weeks worst customer service ever why should I have to wait because of there mistake

  Business response

  05/08/2024

  Apologies for our error. We appreciate your patience with the refund process as we have to go through our corporate billing office. Thanks, J

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i cancelled my service i overpaid $25.00 i have attempted to get my money back but they wont refund my overpayment saying as long as i have an account they can hold my money if you cancel your account should'nt they refund an overpayment

  Business response

  12/21/2023

  We are sorry to lose ************** as a member. And, we hope we can win him back at another time. As his *** has basic service as a part of an agreement, we cannot ************ his account. The house must remain on as a part of the *** agreement. However, we did submit to our accounts payable department for the full amount of reimbursement. ************** should be receiving soon. We appreciate his patience in this matter. Thanks, J

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Internet has been up and down for 45 days or more prob a lot more. we have tried to be understanding. It has been said there is a problem with the area FOR THE LONGEST time where we live but nothiing seem's to get resolved. Techs have been here 5 times now and replaced all the way to the street and say WE DONT KNOW HOW TO FIX IT. Techs have replaced EVERYTHING and state there is a house that is using somthing connected to the service that kills 6 houses when in use on our street ye I still have to pay my bill for a broken servive when using my PC for work. We keep getting the same thing. We have opened a ticked and we have 24 hours to call you about the bill you want adjusted .. NO THIS IS ON GOING.. I want Resolution right away because we are well pasted the deadline.. Don't charge for a Broken Syestem you will no invest to fix. Look at this address HISTORY Reading... its there!!!!!!!!!!!...

  Business response

  09/27/2023

  First and foremost, I apologize for the lingering issue you have had with your service. I have asked a credit be placed on your account and have escalated this to technical management. We hope to have a resolution soon. Thanks, J

  Customer response

  09/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I switched from Century Link to Orbitel. In late October, Orbitel hired a contractor, ******* Electric, to lay the cable. In doing so, they broke a flag stone. I received an estimate of $50 for it to be replaced. I contacted Orbitel about it. On November 2, I received a call from the contractor (******) saying that he would take care of it. On December 7, the contractor texted me and asked what my name was in order to write me a check. On December 14, the contractor, ******, called and said he had a check for $50 and that he would drop it off at my house. On January 14, ****** texted and said that his ******* would drop the check off that day. On February 6, I texted ****** about the check. He said that I should have received it by now. On February 13, ****, with Orbitel called and left a voicemail. He said to call him at ************ and he would get the flagstone replaced.

  Business response

  03/14/2023

  Thank you for your message. I am aware of this situation. While the issue was the contractor's responsiblity, Orbitel did step up and offer to cover the cost. We are still willing to do so. Please work with **** (I will share your message) to rectify issue. Thanks, J

  Customer response

  03/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

  Customer response

  04/17/2023

  I am rejecting the business response because its been 30 days since they stated that they were willing to cover the cost. I am being reasonable. I am asking for $50.00, which is the estimate provided to me for the replacement of the flagstone step. I am being reasonable because they also dug up the main water line to my irrigation system (I have pictures) and to this day it remains above the ground. Ive elected to re-bury it myself, which will take me around an hour. If I dont receive the $50 within two weeks, I will file for payment that will include the main water line. The total would be $87.00. 

  Business response

  04/17/2023

  ************ has repeatedly been told that we would covere costs. He only need reach out to **** Running, our Director of Operations, and he will be reimbursed. He has yet to do so. I would also like to add that the damage that Orbitel has agreed to pay for was done by another company. We agreed as we would like to be good partners. Thanks, J

  Customer response

  04/22/2023

  In my opinion, Orbitel is playing games. I have no idea who **** Running is. I tried to locate him, but its not my responsibility to try to find him. As you can see in the attached pictures, the contractor also dug up my drip system line. Therefore, the internet cable has to be buried, then the drip line has to be cut to shorten it, then spliced back together and buried. The estimate for the flagstone step and drip line fix is $90. 
  I have a hard time understanding why Im getting slow-rolled. I live in ************ where Orbitel has a heavy presence. Im holding off voicing my disappointment and displeasure through our local blog that boasts a membership of over ***** residents.
  Its pretty simple. Send me a check to the address where I subscribe to Orbitel. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We spend our ******* at our home at **********************************************************************, ** *****. We spend the rest of the year at *********************************************************. The past few years when we got to Maricopa in December, we called Orbitel Communications in Maricopa to have our ******************* hooked up. This was done in Dec. of 2021. When we left to go back to ** in March of 2022, we returned the equipment & were told by a clerk at the Maricopa Orbitel office that a check would be mailed for the credit balance we had in our account ($98.85). We never got the check. We received a statement from Orbitel at our home in ** dated 05/09/22, with a credit balance of $98.85. I called Orbitel, & was told a check would be mailed to me in 4-8 weeks. In June, 2022, I got another statement with the same credit but no check. We decided that they would probably just give ** the credit on our bill when we hooked up again in Dec., 2022. But, when I brought this to Orbitel's attention in Dec., 2022, when we were hooked up again, they said they would have their manager look into it. On 01/23/2023, we got a bill in the mail for $355.80, with no mention of the $98.85 credit they owed ** from March of 2022. So I paid the ***** deducting the $98.85 they still owed me. I talked to the clerk in Orbitel's office on 1/23/23, when I paid the ***** ***** said she would talk to her manager again. Then we got a bill on 2/28/23, with the $98.85 that I deducted from my payment on 1/23/23 added back onto the Feb. ***** plus a $10.00 late fee. After a long discussion on 2/28/23, with a different clerk in the Orbitel office who promised to send his manager another reminder about this problem, I paid the full balance due of $271.03, which included the $98.85 credit they owe ** from March 2022 & the $10.00 late fee. Please help me! Orbitel owes me $98.85, plus the $10.00 late fee that really wasn't late. Thank You, ***********************

  Business response

  03/06/2023

  Greetings, I have checked with out billing department and got the below response:

   

  "They did call ** to request the check be applied to their account. The check is being researched and as soon as we know the status we will apply funds to the account accordingly."

  Customer response

  03/06/2023

  It has been almost 3 months since we asked you to refund this!  I expect the $10 late fee returned also.  I do NOT want this refund applied to my account.  I want a check for $108.85.  My account is paid in full.  

  Business response

  03/07/2023

  Thank you. Orbitel's goals is to resolve this issue as soon as possible. Thanks, J

  Customer response

  03/14/2023

  Orbitel still has not resolved this issue.  They owe me $108.85, & have had 3 months to figure out we did not get a check from them last summer refunding our overpayment of $98.85 last March, 2022,  when we returned to **.  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of refund should have been sent March 30. 2022.Was told several times with different stories that the refund was sent out first as a check back in March/April 2022 the amount is $49.55 then was told it was put in my check account I check back at my check account no refund was just told it would take a week to get in touch with the manager no response was told 4 days ago December 12,2022 the refund was sent to my bank account. no refund. ***************** I'm not going to continue to call them to keep getting the runaround my next steps is to contact the lawyer's office. I don't see where to put my account number. Ido have supporting documents on my cell phone if *****. Thank you

  Business response

  12/19/2022

  We apologize for any inconvenience. The refund was sent out via check on 4/22, but never cashed. On 12/12/22 the the full amount was applied to the Orbitel balance. Unfortunately, Orbitel did not receive a call to alert of the issue until the beginning of the month.

  Customer response

  12/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had service with this company for about four years now. I have in the four years not been getting the service I pay for every single month without issue. If I do not pay them for a month would I get to keep this horrific service? No, probably not. But they can continue to charge for services that they have not ever given. Why is this? Does an FTC complaint about their business practices need to happen? They are essentially selling you air and getting away with it. For about 4 years now I was paying for internet service at an advertised 200Mbps. In the entire 4 years, I received about half that consistently all the while paying for the higher speeds. Now one month ago I increase my speeds to the 1gbps service or 1000Mbps and what do you know I receive about a 1/10th of that speed consistently. In the last 2.5 weeks, I have had the technician out to my house five times. The first couple said it was a maintenance issue and they would need to schedule this to fix the equipment in the street. Nothing was done, so I called and scheduled another technician, this time they said the equipment and the pedastool needed to be fixed, and another maintenance ticket was generated. I was then told by tech support that the maintenance tech was out and closed the ticket as complete. I continued to test my speeds, what do you know, paying for top tier getting 1/10th the speed? I called to schedule a technician again, this time he came into the house change fitting, and replaced the drop(the line going from the street to the side of my house). This time the tech took my newly purchased (the day before) modem to the street and test the signals from the street and what do you know new modem but horrible signal. A new maintenance ticket was set up to fix it. Today I called to ask about the estimated completion of the work. I was told the work was reported completed today, speeds are still the same with nothing touched outside(I checked).

  Business response

  07/21/2022

  Mr. ****** I apologize that you continue to experience complaints. I have escalated the issue to our Director of Opeartions so we can solve it as soon as possible. Thanks, J

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  RE: Continuing issue ****** complaint, multiple recurrences. Orbitel does not accept ACH payments. I have been charged multiple late payments due to Orbitel not posting bank's paper checks in a timely manner. After multiple calls and hours of being on a conference call with Orbitel and BOA, Orbitel agreed to remove the April late fee only if I pay an extra month in advance. Payment for 2 months was processed over the phone on 4/28 and BOA informed Orbitel they would cancel the paper check because the payment had been made. On 5/23 Orbitel tried to process that canceled check, claimed it was "lost in the mail" and is now charging me a $30.00 canceled check fee. They were informed and BOTH months of pre-payment were already made. On 6/7, I paid 2 weeks in advance of the 6/20 due date, the check posted and cleared 6/10 prior to the due date, and I was still charged another $10 late fee. Orbitel refuses to rectify the issues. They have demanded payment for services not yet rendered, randomly changed due dates, and insist that payments will only be propery handled if I allow automatic payment from a CC. Maricopa office customer service rep ********* quoted these policies: "we do not refund for canceled checks that we attempt to process", "We do not recommend paying your **** online from your bank" and "we do not recommend you cancel a check as we will charge you", "Our bank will not work with your bank for electronic payments", **** post office delays the mail, it does not matter if your bank stamped the check with a date three weeks ago"! I have been a customer since 2007, paying electronically for 15 years, and have never experienced this level of deception and extortion. Orbitel falsely claimed to have resolved the initial issue. Acceptable resolution: remove $30 check fee and June $10 Late fee, timely processing of payments, keep due date consistent, offer transparency in services and policies, and actually provide the 100MB service I am supposed to be getting.

  Business response

  06/29/2022

  I will be happy to remove the $40 requested (late fee and check fee). We do have many members pay ahead of regular billing electronically or with checks to not be charged a late fee and that would still be my recommendation for this account.

   

  In addition, if you are not reaching specific Internet speeds, we are happy to schedule a service call to assist in a solution.

   

  Thanks, J

  Customer response

  06/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution for the $40.00 refund will be satisfactory to me, but on for the refund portion of the complaint.  I will wait for the business to perform this action and, if it does, will consider the refund portion of the complaint resolved. As for the internet issues and outages that are constant from November to April of each year. Upgrade your network and educate your techs. Update your website and your alert messaging system to reflect issues and outages in an expedited manor. Stop your employees from lying to your customers about issues, outages and teach your employees customer service skills so they are not "ROBOTS"!
  
  Just an FYI, I do pay in advance. **** of America can only send you a paper check via mail because of your missing ACH payment process. This is a known problem for a lot of your customers. Please see Orbitel reviews on Yelp.com, Revdex.com for locations: Maricopa, *********, SunBird, ****** Ranch, ************ and ************ Ranch. Additional reviews for stated issues can be found in each local HOA ******** page for the provided location listed above.
  
  Maybe have all your employees adhere to the creed or motto you have posted on the Orbitel website!
  "Orbitel Communications is a locally based broadband communications company providing cable TV, high-speed internet, and digital telephone service in Maricopa, **. We constantly strive to improve to meet the needs and wants of readers, listeners, viewers, users, and advertisers.
  We value our reputation for honesty and fairness. Our credibility and integrity will never be sacrificed to achieve other objectives."
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. Internet issues every year from December - April. I am paying for a 100 Mbps connection, but speeds are slower than dial-up ( below 1 Mbps) from 5PM to midnight. The company blames the degradation in the service on the snow birds coming down to Arizona for the winter. I have service techs come out each year to test the lines and I have been given the same BS answer about snow birds, or they try to up-sale me on the 200Mbps connection. When I call in to complain, their company does not auto record information for a customers account. The employee has to be responsible enough to add account information. When I am promised a credit for the issue, no credit appears on my monthly statement and there is no record of the promised credit when I call again.2. I pay my Orbitel **** that is due by the 20th of each month via **** of America's online payment system. B.O.A mails a paper check to Orbitel. Orbitel refuses to upgrade their payment system with B.O.A for electronic payments. Orbitel has lost my payment again for the month of April! This happens several times a year. They want to charge a late fee and or have me spend my time to go to the bank and get a paper copy of the check B.O.A mailed. Orbitel refuses to pay me for my time to go to and from the bank to get paper prof of payment. I have offered to send them a copy of the B.O.A payment information via email (attached below), but they refuse. They keep telling me I have to provide a copy of the actual paper check B.O.A issued. 3. I am unable to pay the **** on the Orbitel website without providing my SSN. They do not have that information and I will never provide them my SSN!4. Orbitel is providing false information to their customers about the companies mission statement, https://www.orbitelcom.com/missionvalues ! Look at the Orbitel customer reviews on Google!5. ******************** promises an uninterrupted, high-speed, and reliable broadband connection to the users per their website and TV add, but it's a LIE!

  Business response

  04/29/2022

  We have spoken with customer for resolution. We appreciate his cooperation.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Can they come to my house and install wifi?

  Business response

  04/06/2022

  We would be happy to do so. I will have a customer service representative contact the customer. 

  Customer response

  04/07/2022

  
  
  Better Business Bureau:
  
  They reduce the cost as I am struggling financially.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *****************************
  
  
   
  

*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. ↩