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Business Profile

Internet Providers

Bluespan Wireless LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/09/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had internet service through them and it did not work. I have call logs proving that I have been calling since June and they came out 1 time to fix it and the tech said that he couldn't do anything about it. So I canceled because they were in breach of contract of the services they promised to provide. Well when I canceled the owner hit my bank with a fraudulent charge of 954$ and is refusing to refund it accusing me of breaking the contract. We'll he they didn't provide the services that were promised to me.

    Business Response

    Date: 08/12/2024

    Customer was offered support, but refused. Bluespan could not find anything wrong with our equipment. Likely this customers speed issues are related his own network. Bluespan offered to assist, but the customer refused.
    Bluespan does follow the terms of our agreement. We aim to provide local well trained support to all customers, but sometimes folks just want to try a different provider. We wish the customer all the best.

    Business Response

    Date: 08/13/2024

    Customer received onsite technical service call. Our engineer found that our service to the location was working as designed. This problem is potentially upstream with the customers own network, but the tech couldn’t find any issues with Bluespan service and advised customer there was nothing more he could do. Subsequently, our CEO reached out to the customer and offered to provide additional assistance to go the “extra mile” and help the customer solve the issue and he refused. We could have resolved this issue had the customer allowed us to assist him (even through the needed support would be outside support boundaries for an ISP). Upon refusal, it was clear the customer would not allow Bluespan to help and resolve the matter, so in accordance with the terms of the agreement, we processed his cancellation request which clearly states he will be charged for the early termination fees

    Customer Answer

    Date: 08/13/2024

    like I had said previously the guy who came to my house said it was on their end and he could not fix it. Also you can see in my photos I posted previously that I had been calling since June to get it fixed and the email i have from the owner was after i got a new provider in August  they knew that and they didnt offer  any help until August so why was no help given till after i got a new provider and so long after i first asked for help almost 3 months to be exact. Also I owned none of the equipment that was at my house it was all their equipment so how could it be anything that was wrong with my network when it was their network I was on I don't own the network they do witch means the issue was on their end. 
  • Initial Complaint

    Date:02/07/2023

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed a contract with bluespan wireless internet company back in December 13th of 2022 and it has been nothing but a horrible experience. I have been a patient costumer willing to work with them when it came to troubleshooting with them once over the phone and in person three times, and nothing was fixed long term. If they fixed something it was temporarily and then we were back with the same problem a few days later. I explained my frustration to them and they want to continue trouble shooting with the same approach that hasn't gotten them any results. I run a business from home and I can't afford to keep going back and forth with them because I'm losing money and time. I spoke to the manager and asked him If it was possible to end my contract without changing me because its not fair since I'm not getting what I'm paying for, and he said no. They already charged me $989.91 fee to terminate the conract which I think is unfair because I have not been given good service at all. The Internet still doesn't work and they pretty much pulled money out my account with out of my consent. I don't think it's fair that I have to pay a fee to end my contact. On the contrary I shouldn't have to pay since they have not provided the service they said I was going to get from the beginning. I can't tell you how many times they were rude and we're quicky to get off the phone. I'm one among many costumers who are complaining about the way bluespan runs their business. I did some research and they have a lot of bad reviews I just don't know if they have gone to the extend of filing a complain with you guys. Someone needs to look into this and hold these types of business accountable. I willing to take this to court if need to be because I'm not the only one being take advantage here.

    Business Response

    Date: 02/07/2023

    ****** *******, ************************, signed a contract with Bluespan.
    not ***** *******

    We have repeatedly offered to work with the customer, but they have become abusive on the phone.

    Jan 11th, 2023– we attempted a service call and were told on a call ahead we were too late for them, “They explain that they will be out of the house for the next 9 days is the floors are being polished and didn't want to wait. She will reach out to me when they are ready “

    Jan 30th, 2023- we attempted a service call – technician noted “No one ended up being home. I waited around but no call back or text from customer. “

    Feb 1st,  2023 – we performed a service call – “Replaced routers with newly released 802.11AX  routers. “no cell coverage in the home, so getting ahold of Bluespan support was difficult but after reboots and a couple of factory resets, everything finally worked. Verified connectivity and speed tests with customer.”

    Customer is unwilling to troubleshoot with Bluespan, despite our efforts and makes it difficult to serve them.  We noted in the sales process they left the other provider because “reliability is a huge issue - sounds like wifi issue regardless”.   Customer was having similar issues with another provider.  We speculate that the customer is having issues on their personal equipment only.

    Feb 4th, 2023 - Customer cancelled and we followed the process they agreed to after attempting to work with them again and again.

    Verbally turning away technicians that are calling ahead and no shows at their own home are not example of working with Bluespan as they have claimed. 


    We are still willing to test and even replace gear if needed – they are unwilling to troubleshoot.

    Customer Answer

    Date: 02/09/2023

    I'm afraid I have to disagree with Bluespan. I have been more than patient and willing to work with them 
    for the last three months of terrible internet services which they haven’t been able to resolved. 
    I have been on the phone with them to troubleshoot the routers, and they couldn’t figure it out, which is why 
    they sent a technician to my house. They were able to get the routers to work that day, but the problem came back 
    A few days later. I called again to schedule another appointment for Wednesday, January 11th 2023 and the technician texted me that he wasn’t going 
    to make it. I’ve reschedule appointments with them as well, but I have notify them if  I wasn’t going to be able to make it. The last visit I had from them was on February 1st 2023 to get the routers upgraded, apparently this was going to make the internet reception better but the service got worst. It’s always that second day after their visit that the internet stops working or failing. So they are not finding an efficient solution to the problem. The company is lazy and and unorganized. I will upload a picture here of the sloppy set up they did in my office. The company is lying about me not wanting to troubleshoot with them. The approach they are taking to solve the problem isn’t working. I can’t afford to troubleshoot with them anymore while my zoom meetings keep cutting off. I can’t waist more time giving them chances to keep trying to figure this basic problem out. At the moment I’m having to pay to rent an office where I am do my work and get reliable internet services. I signed a contract  with them but under the understanding that I would have reliable internet services, which hasn’t been the case at all. Apparently they don’t see anything wrong with this situation. I called and asked to get my account canceled but they would only do it if I paid for the remaining 8 months. Which is ridiculous considering I haven’t had reliable internet. 
    On February 7th 2023, they cancelled my account and pulley money out of my account without letting me know. All I’m asking for is a refund not for the last 3 months of terrible internet service but instead of the money they just pulled from my account of $989.91. 

    I’ve uploaded screenshots of messages I have sent them showcasing you guys that I have been willing to work with them. 

    Business Response

    Date: 02/10/2023

    Re: ****** *******, ************************

    Customer is now embellishing the interaction stating 3 months (90 days).
     We installed them Dec 15th and they cancelled service Feb 4th  (1 month and 20 days = 50 days).
     
    The period of Jan. 11th to Jan 30th  we attempt 2 times to help them and they delayed us, until Feb 1st.  Customers schedule?,   has made it very difficult to help them stating they work from home but technicians were turned away twice on  Jan 11th and Jan 30th – with us confirming service was working on Feb 1st in their home.

    We are willing to go back and show them that service is working, we did not turn it off.
    Feb 5th 1:43pm  - the customer unplugged the power to the equipment making diagnostics and support unable to verify service remotely.
    Feb 8th, 11:28am – customer plugged the equipment backing and it is now reporting again.

    Feb 9th - They also turned away the installer, stating they will keep the equipment.  Customer signed a contract that explains the equipment was not a purchase and remains the property of Bluespan.  This action further proves, Bluespan is willing to comeback, and they are still fighting with employees of Bluespan.

    We will help them and provide them a quality service, very much like our other customers experience.  There is no need to be misleading.  We want our customer to have a great experience.

    Customer referenced the appearance of the install; inside the home we leave a length of cable so they can move the router to an appropriate place (bookshelf, windowsill, desk, etc).  If they would like a shorter cable run, we would be willing to shorten the cable and terminate with a new end.  This would effectively remove potentially unsightly cable and reduce the ability to place the router in another spot. 

    We ask that the customer reduce the escalation and work with Bluespan. I will authorize a free service call if they can commit to a time/date and I would be willing to provide a 30 day credit to help make this period a better experience than what has occurred.

    Customer Answer

    Date: 03/01/2023

    I apologize, but after speaking to my boyfriend about the entire situation and investigating what has happened, there were errors that we made on our end that completely makes bluespan justified in their reactions.
    My boyfriend was operating under the assumption that we were working with bluespan for 3 months. I informed him today we were working with Xfinity for 2 months and then brought in Bluespan for about 1 month. During that month, we were having construction on the house most of the time and we weren’t able to have a service tech come in to tackle the issue. 
    This is not bluespan’s problem, this is our problem and we will own it. It was a miscommunication between my partner and myself. I want to extend an apology for wasting your time. We should have given bluespan more time to see if they could figure it out before trying to cancel on the contract. 
    We can close this case now. Again, I’m sorry for the unwarranted filing in this case. I didn’t mean to waste your time. If you have any other questions, feel free to reach out.
    Regards,

    ***** *******
  • Initial Complaint

    Date:09/21/2022

    Type:Billing Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The business canceled my contract because I requested a refund for services after their tech was almost 3 hours late. I had no issue honoring my monthly contract, I simply do not want to pay for services quoted that are not honored. Tech was to arrive between 9-11 am. Tech arrived between 12:53 and 1 pm. I was out a full days work waiting with no phone call. I was told I would be call Monday September 19, and received no phone call. I called and followed up many times and was accused of “blackmail” for posting a poor review. Still, service were not what they quoted me.

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