Complaints

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.

• Initial Complaint

  Date:02/25/2025

  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.

  Service aboard ******************* has been consistently spotty for the last ******************************************************************************************************************************************** gladly pay more for the service if Boingo could at least keep outages to a minimum.

  Business Response

  Date: 03/03/2025

  Hi *******,

  We experienced an outage at your building at the time of your complaint. Our engineers restored services a few days after. Your account shows we tried to reach you by phone but we were not able to speak with you, and instead, we left a message and sent you an email. If you are still experiencing Wi-Fi issues, let us know. You can call us or send an email to ***********************************************************. 

  Thanks,

  ******

• Initial Complaint

  Date:08/08/2024

  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 used Boingos service, and though it was spotty and not the best, it did work. I no longer need their services and went to my account online to cancel my plan. There are a bunch of things to click thru but its the final screen that is the problem. On the last screen it gives me 3 options. 1, Cancel my plan, 2, Close my account, 3, nevemind keep my plan. When i try to click options 1 or 2, they do not work. it seems like its not an actual button at all. but of course the last option to stay works fine. i dont want to speculate and say this is on purpose, but this is unfair and makes it unable to cancel your plan.

  Business Response

  Date: 08/08/2024

  Hi ******,

  Your account has been set to Inactive at the end of your billing cycle on 09/06/24. We have also created a Wi-Fi account online, followed the process as you outlined and we did not have any issues closing our test account using option 1 and 2. This might have been something temporary.

  Thanks and enjoy your day.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Boingo advertises wifi locations it does not have. Boingo promises to provide WiFi access at many locations around the world. It has a map that shows where the locations are. Before travelling, I attempted to connect in my home town, ********, **, ******. I tried about eight spots, and none of them work. One of them is advertised to be at a deli called The ****** **** at *****************************************************************. That deli was shut down before COVID.

  Business Response

  Date: 07/29/2024

  Hi *****,

  We provide worldwide access to Boingo Wireless customers as well as Mastercard comes with ********************** account holders. We provide access through partnerships with other ISPs which means we are reliant on them to provide accurate hotspot locations.  Updated location changes are pushed to our hotspot directory as well as the Boingo Wi-Finder app. We have already received an updated hotspot directory from our partner ***** and we have been updating our locations in ****** but we still have a long way to go before it gets pushed to our online hotspot directory as well as the Boingo Wi-Finder app as this is a manual process.  We understand your frustration and appreciate your patience as we continue to update our hotspot directory. 

  Thanks and Enjoy your day!

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22045370
  
  I am rejecting this response because at least one business location listed closed many years ago. *********** at *************** closed in 2019 or 2020. ************** at *************** was closed before COVID. None of the access points I checked in the City of ******** or in ******* exist. Can you provide me any working access points anywhere on *********** or on ************** or near either of those streets? 

  I contacted your help desk to see if I was doing something wrong. The helper could not find any of the access points I read to him from Wi-Finder. In other words, your internal systems shows that these locations do not exist, but what you show the public is that they do exist. 

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

  Business Response

  Date: 08/15/2024

  Greetings, as mentioned in our original response, Boingo relies on several Hot Spot Operators (***s) which, along with our own hotspots, form our Aggregated Network.  ****** the *** which operates the hotspots that are the cause of ****************** complaint, has had long term issues providing up-to-date information regarding their hotspots.

  In an effort to stop the confusion associated with ***** hotspots we have removed the ***** network from our Aggregated Network.  That work was completed last week, ***** hotspots are no longer included in the Hotspot Map at our website, boingo.com.  The update process takes longer in on our Wi-Finder app as users need to manually update their device, or wait for the app to update itself (which can take up to 3-4 weeks). 

  ************** will need to download an update for the Boingo app in order to update the map in his device.  If the ********************, or **************, have any questions, or comments, regarding this message please let me know.

  I can be reached at *************************************** thank you.
  

  Customer Answer

  Date: 08/17/2024

   
  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. Thank you for fixing this problem.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/17/2024

  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.

  Currently based out at ***************. Boingo has been spotty or completely shut off for the better part of two weeks. Whenever me and fellow colleagues call them they tell us an engineer is there fixing the issue but we have yet to see anyone. The most they will do is tell us that our complaint has been filed but then nothing ever happens after that. We pay over $50 a month for this and we dont get the courtesy of timely repairs.

  Business Response

  Date: 07/02/2024

  Hello *******,

  We have reviewed your account and we have provided a credit for 1 week for $12.83 for the Blazing plan. We have also replaced cabling to your building on June 18th. We do not show any issues at your location so let us know if you have any other issues with your connections. 

  Thanks,

• Initial Complaint

  Date:06/17/2024

  Type:Billing 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.

  Boingo is a monthly payment subscription that is the only provider of internet in the barracks at *************** where I live. The Internet has been out for one week without any update on when the issue will be resolved. I have soldiers under my command that cannot get internet for their college. This is incredibly unprofessional for a company with a monopoly on soldiers living in the barracks.

  Business Response

  Date: 07/02/2024

  Hi ****,

  We have reviewed your account, and we show you have already called in and spoke with one of our agents. Your account has been issued a credit for 1 week for $17.20. We have also replaced cabling in that area and the network is showing stable since you called in. Let us know if you continue to have issues with your connections

  Thanks

• Initial Complaint

  Date:06/17/2024

  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 am a soldier in the barracks stationed at ************* and this has been a constant issue in our building of the WiFi going out and not being fixed for days on end. Its been over a week and there has been no WiFi and or fix to the issue. Im going to be billed 70$ tomorrow and I havent even been able to use the service for the past week and other days counting this month and previous months. Ive called countless times and every time Im told its being worked on and or fixed at this time with 0 result or updates. Its very unfair to us in this building that we dont get the use of the service we are paying for or at least compensated. The monopolization on the barracks WiFi doesnt seem fair either if this service is constantly having issues or running poorly. Whether its just laggy/slow or not connecting at all as it is now. Thank you for your time please fix our issue as requested

  Business Response

  Date: 06/18/2024

  Hi *******,

  We called your number and left a brief message regarding maintenance at your building. Our field engineer will schedule further maintenance to ensure the Line Of Sight for the radios is properly aligned. We have also provided a credit your account for 3 weeks for a total of $56.25. Let us know if there is anything else we can assist you with.
  

  Thanks,

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 got a charge on my credit card ,for an Internet wireless service I didnt use at the airport. I emailed Boingo Company about the charge. Boingo Company informed me, that I used their **************** from the airport. I explained to Boingo Company, that I never used nor gained access to their **************** for my personal use.

  Business Response

  Date: 06/18/2024

  Hi ******,
  
  We attempted to call the number on file here but it just kept ringing. We have searched for a recent account under the information you have provided but we were not able to locate an account.  We found an account from 2021 which was not refunded due to usage at ***********. If you are referring to other charges on your credit card, then we'll need more info to track down this account:
  1. Charge amount
  2. date of the charge
  3. last 4 numbers of the credit card
  
  You can also call our Tier 2 number at ************. We are available Monday to Friday from 6am to 10pm PST.
  

  Thanks

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21856737
  
  I am rejecting this response because:
  the Company should have this kind of information in their archives already. Therefore, I find it difficult for the Company to delete the transaction that took place in LGA. Thank you for your concern. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/09/2024

  Hi ******,

  Your account has been refunded $14.99. It was already closed.

  Thanks.

  Customer Answer

  Date: 07/10/2024

   
  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. Where did the Company forward the refund to. My credit card is closed for the transaction that took place with the charge is no longer active. Please forward the funds to another active credit card. Thank you for your time. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/23/2024

  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.

  Purchased internet to Fort Eisenhower to study for school while on Army orders. The Internet has now been down in my building since 2/16. Several Soldiers have called multiple times about the issue and we have not received an update. The business owns a monopoly on barracks wifi and we have no other options. Their government contract/monopoly means they can provide Soldiers with poor service and get away with it. I just want it fixed so I can do my homework and get my education.

  Business Response

  Date: 02/23/2024

  Hi ******,

  As you are aware, our services went down on the 16th. Our Field Engineer worked with a local crew to replace the failed equipment and our services came back up on the 21st. We have notified customers during this time by SMS and we also sent an SMS after the issue was resolved. We understand your frustration and we have provided a 1 week credit to your account for $13.75. Let us know if you continue to have issues by calling us, emailing us, or more specifically sending us an email to *********************************.  

  Best Regards,

  ******

• Initial Complaint

  Date:02/23/2024

  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.

  On a consistent basis, there are outages to the provided internet service. These outages last typically last 3-5 days and are often in line with federal holidays. Additionally, the service they are trying to provide is inconsistent when what they are stating. For example, the speed and throughput of the internet service provided is often significantly less than what is paid for; They also have the issue of losing service randomly throughout a day, sometimes multiple times a day, for short periods of time. The specific issue for this complaint is an outage that has been ongoing from Friday the 16th with still no ETA on completion.

  Business Response

  Date: 02/23/2024

  Hi Chance,

   As you are aware, our systems went down on the 16th that affected a few buildings. Our Field Engineer worked with a local crew to replace and restore the equipment. Your service came back up on the 21st.  We have provided a 1 week credit to your account for $13.75. If you continue to have issues, please give us a call, email us, or more specifically email ********************************* 

  Best regards,

  ******

• Initial Complaint

  Date:02/22/2024

  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.

  Hello, The nature of this dispute is that of poor/outage of services with very little effort to fix the issue. The issue is that the company Boingo Wireless has a contract with Fort Eisenhower, ** to be the sole provider of internet to the barracks on post. As of approximately 2:00 p.m Friday, 02/16/2024 the internet service went out in several buildings, specifically *****, *****, and ***** at the time of this filing. The last update given by the company is that they "need to replace equipment" at 8:37 p.m 2/17/2024. While this has been a large time for a paid service to be completely down, the main issue is that it is a recurring problem. I have talked to many other customers in these buildings and we are under the suspicion that the company doesn't actually have adequate equipment to supply the service they are charging for. If possible, I would like a report on the actual equipment being used, and the repair of said equipment. This process has been incredibly frustrating as this is a training base for Army Cyber Command and most of the material we cover can only be studied and practiced online through vpn's due to the confidentiality of the training material. The status update also came around 7 hours after one of the residents here, contacted support via phone at 1:10 p.m 02/17/2024 and got the same information, with no time estimate for the repairs (with no further update on their website at the time of this writing). Any help would be greatly appreciated in resolving this recurring issue.Thank you,*********************

  Business Response

  Date: 02/23/2024

  Hi Devon,

  As you are aware, our equipment went down on the 16th which affected a few buildings. Our Field engineer worked with a local crew to restore services by replacing the equipment. Systems came back up on February 21st and we show they are up and running at full speed. We have also been sending SMS to customers affected including one when the system was restored. We understand the inconvenience this has caused and we have provided a 1 week credit to your account for $13.75. If you continue to have any issues you can let us know by calling us, emailing us, or specifically emailing *********************************

  Best Regards,

  ******