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:04/05/2025

  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.

  I am paying for internet and cable services that goes out repeatedly. I work from home and it is critical that we have internet. They sent a service guy out two weeks ago and suppose everything was fine. Today I was on the phone for over 30 minutes with the and he couldnt fix the issue. The next appointment is not until Tuesday. That means I cannot work Monday and I cannot work Tuesday whileI wait on them to fix the service. They have never once gave me a credit return my call which Ive asked to speak with thesupervisor many times. This is unacceptable and I need someone to reach out to me and resolve this immediately. Having a customer have to reset their modem every other and change the setting on their TV is out of hand.

  

  Business Response

  Date: 04/14/2025

  Dear BBB Case Manager, 

  We have made multiple efforts to resolve the concerns raised by Mr. ******************** style="font-size: 0.875rem;">A technician was dispatched and completed a service visit on April 8th. Following that appointment, we reached out via email on April 9th to follow up and ensure his services were performing as expected. We also proactively applied a credit for one month of service as a gesture of goodwill. As of today, we have not received a response.

  Regarding the reported service interruptions, we also clarified in our communication that some of the recent outages were due to third-party factors outside of our controlsuch as roadwork and utility company interference (e.g., FPL). These types of disruptions are unfortunately not within our scope to resolve directly but are always monitored and reported accordingly.
  We remain ready and willing to assist Mr. ******** as soon as he is available to respond and will gladly continue to support him with any service-related concerns.

   

  Kind regards,

  ******** ********
  CX *******************start="624" data-end="627"> ?? ************
  ?? **************************************************************

• Initial Complaint

  Date:03/26/2025

  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.

  3/26/2025 the company is a scam for internet they dont send out bills or letter of discontinuation letter.

  

  Business Response

  Date: 03/26/2025

  Dear BBB Case Manager,

  Please find attached BlueStream Fibers formal response to the recent complaint.

  Should you have any further questions or require additional documentation, please dont hesitate to reach out.

  Thank you so much!

  
  
  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

• Initial Complaint

  Date:03/20/2025

  Type:Billing 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.

  In December 2024, I was informed by ************************* that its contract with Blue Stream Fiber was being terminated and that a new service provider would be taking over. Consequently, my account with ********************** was canceled and closed. At the time of closure, my account had a positive balance of $5,293.83.Over the past three months, I have made multiple attempts to resolve this matter through direct communication with Blue Stream Fiber. During these interactions, I was repeatedly assured that my refund was being processed. However, I have not yet received the refund owed to me.On my most recent call, I was informed by a customer service representativeboth verbally and via emailthat two payments made on my account via ************* (WSC) were ineligible for refund and must instead be disputed directly with my credit card provider.12/11/24 WSC ONE-TIME **** CC PAYMENT $2,000.0012/16/24 WSC ONE-TIME **** CC PAYMENT $3,000.00This response fails to account for my total positive balance of $5,293.83 and does not provide a valid justification as to why I am not being issued a refund. Per the terms and conditions outlined in the Residential Subscriber Agreement:Section 10 Review and Enforcement(a) BLUE STREAM may suspend or terminate all or a portion of my Services without prior notification if BLUE STREAM determines in its discretion that I have violated this Agreement, any of the Terms of Use, or any Tariff(s), even if the violation was a one-time event. If all or a portion of my Services are suspended, I will not be charged for the relevant Services during the suspension. If my account is terminated, I will be refunded any pre-paid fees minus any amounts due to BLUE STREAM.Accordingly, as my account was closed and I have no outstanding balance owed to Blue Stream Fiber, I formally request the immediate issuance of a refund for the remaining positive balance on my account.

  

  Business Response

  Date: 03/27/2025

  Dear Customer & ********************,

  We are writing in response to the complaint filed by Mr. ***** ****** regarding a refund request.

  After a full internal review, we would like to provide the following clarification and resolution steps:

  Account & Payment History:

  Mr. ****** made two one-time credit card payments via our platform:
  $2,000 on 12/11/2024
  $3,000 on 12/16/2024
  These payments resulted in a total credit balance of $5,293.83 on the account.

  The account was disconnected on 12/11/2024.

  Resolution:

  After further review with our accounting team, we have confirmed that we can proceed with refunding the full $5,293.83 as follows:
  $5,000.00 will be refunded to the credit card on file. These funds are being processed immediately; however, depending on ***************** the refund may take 35 business days to appear on his statement.

  The remaining $293.83 will be refunded via check, as it cannot be returned via credit card. We have contacted Mr. ****** and confirmed the appropriate mailing address to mail the refund check.

  We remain committed to resolving this matter promptly and professionally and will continue to maintain communication with Mr. ****** throughout the process.

  Please feel free to reach out should you require any additional documentation or clarification.

   

  Warm Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

  
  

  Customer Answer

  Date: 03/27/2025

   
  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

  Date:03/07/2025

  Type:Sales and Advertising 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.

  We live in **********, ** and had an internet outage which started around 8am on Friday March ******. We contacted BlueStream to report outage and customer service had confirmed outage was reported in the area impacting around ***** consumers with no *** of when it would be resolved. We called back several hours later around 11:30am and technical support had informed me the outage was resolved and to restart box for 30 seconds if **** was still out by unplugging chord and boosters for 30 seconds each. We had done this and still no internet for my wife who works from home so heavily relies on **** to complete her job. Around 1pm I called back to technical support to receive an update to which I was informed that the outage was still ongoing and was not resolved as stated previously, and they had no *** when it would be resolved. I asked to speak to a manager who could assist further and when I reached the manager/supervisor informed me that this information was new to them and they were unaware their associates were given out incorrect information and could not help me resolve this matter. I called back around 8:30pm and spoke again to technical support who could only offer boots on the ground working to resolve the outage. This is outrageous to have an outage of 13+ hours and the so called technicians that are professionals at this cannot diagnose and resolve the problem in that given period of time. Its not saving someones life its **** how complicated can it be? The technical support team also has no care for the consumers who are having to suffer and not complete their job when the **** is down all day hurting a source of income. We were forced within our HOA to go with this company and this company cannot uphold its end of the deal by providing reliable internet and has an outage go on for over half a day with no end in sight. We will not be paying our bill next month due to loss of wages from this outage and I would like to speak with someone about this.

  

  Business Response

  Date: 03/13/2025

  Dear BBB Case Manager,

  Please find attached our official response regarding the concerns raised by the customer in this case. We have thoroughly reviewed the matter and have outlined our findings and position in the attached document.
  Should you require any further information or clarification, please let us know. We appreciate the opportunity to address this matter..

   

  Thank you!

  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23037008
  
  I am rejecting this response because:

  We are not using a 3rd party modem and had a BSF technician install along with boosters which was not our choice but was who we had to chose to provide us with internet so I am rejecting the complaint due to the accuracy of information provided 

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

  

  Business Response

  Date: 03/14/2025

  Dear Mr. ******* & BBB Case Manager,

  I hope this message finds you well.

  I am reaching out to provide an update regarding the complaint filed by Mr. ***** ******* and to offer our sincere apologies for the earlier miscommunication.
  After reviewing the case, I would like to clarify that Mr. ******* is indeed using our ONT and that the information about the service outage was appropriately communicated by our NOC and Tech Ops teams. Unfortunately, there was an error in my previous response, for which I deeply apologize.

  Attached is an apology letter addressing the situation. I hope this clears up any confusion and assures you that we are committed to providing the best possible service and support to Mr. ********************* let me know if you require any further information or if theres anything more we can assist with.

  Thank you for your understanding and for your assistance in facilitating this process.

   

  Kind Regards,
  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23037008
  
  I am rejecting this response because:

  We are not confident with the service we have received as there seems to be many miscommunications and oversights with information provided to us regarding the outage last week and then the service we are being provided. I really feel that with multiple oversights and miscommunications on the part of blue stream fiber we should be compensated accordingly more than we already have.

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

• Initial Complaint

  Date:03/06/2025

  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.

  Owed a Refund of $36.67 on 12/26/24 disconnected my services after 7 months. I had WiFi installed 04/09/24, to use IPad to watch ******* movie. I was informed that a refund was due to me. Processing would take 8 weeks. ??Called Late January, February and 03/03/24.Last two calls Rep. ***** stated that the check was processed on 01/16/25. She stated that she will reach out to. A.R.(accounts receivable)to inquire why there's been a delay. She stated the same statement in February. I requested a ****. But was told after a 4 min hold that Supv. Leone will try to expedite refund. I wasn't allowed to speak to her and I stated that this was unacceptable after numerous phones with no prevail. I believe Bluestream is unprofessieeonal & not complying with their own regulations. This should warrant your attention on how clients can get stressed out by a company who doesn't treat customers fairly. Thank you

  

  Business Response

  Date: 03/10/2025

  Dear BBB Case Manager,

  I hope this message finds you well.

  We truly appreciate the opportunity to resolve this matter. Please find attached our response addressing the concerns expressed by our customer.

  
  Thank you!

• Initial Complaint

  Date:02/21/2025

  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.

  Bluestream turns off all their phone lines when they have a service intereuption

  

  Business Response

  Date: 02/25/2025

  Dear BBB Case Manager and Ms. *************** hope this message finds you well.

  Please find attached our formal response letter regarding this case. Additionally, a courtesy email was sent to our customer.

  Should you require any further information, please let us know.

  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:02/07/2025

  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.

  Subject: Complaint Against Blue Stream Fiber *************** Issues I signed up for Blue Stream Fiber in April 2024 because there were no other high-speed options in my area. I initially subscribed to the 1000 MB (1 GB) plan for $73.99, but the service never met quality standards. Despite frequent calls about high latency, which prevents my husband from gaming even when I am not using the internet, we had no choice but to keep the service. The issue affects my work as wellI work from home and cannot even attend a meeting with my boss without being interrupted due to internet disconnections.The situation has kept getting worse. Our internet disconnects from our computers around three times a day, kicking us off Wi-Fi. A month ago, we downgraded to a $57.46 plan because we were overpaying for an unreliable service. However, the same issues persist, proving the problem is not speed-related, but latency-related.Each time we call, we are asked to perform the same troubleshooting stepsunplug, and plug back in. They usually detect a modem error, which then mysteriously "clears out." They offered to send a technician but warned that we could be charged $120 or more if the issue is "our fault." How is it our fault that their service is unreliable?The last time I called, the representative suggested an $8.99 protection plan to avoid technician chargesessentially asking us to pay extra to fix a long-standing issue. We have had poor service for over 10 months, without moving the modem from its original installation spot. This is unacceptable.I request that Blue Stream Fiber resolve this ongoing issue without additional costs to us. If they cannot provide reliable service, they should allow us a technician visit charges.Sincerely,********* *****

  

  Business Response

  Date: 02/25/2025

  Dear BBB Case Manager and Ms. ************** hope this message finds you well.

  Please find attached our formal response letter regarding this case. Additionally, a courtesy email was sent to our customer following the recent technician visit to provide further support and resolution.
  Should you require any further information, please let us know.

  
  Thank you for your time and attention to this matter.

  
  

• Initial Complaint

  Date:02/02/2025

  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.

  The internet is fast but the ping is horrible and turning things off and on doesnt fix anything reading forums and its been a problem for years and I cant switch to another service my apartment only has bluestream

  

  Business Response

  Date: 02/18/2025

  Dear BBB Case Manager,

  I hope this message finds you well.

  Please find attached our response letter for this case. Thank you!

   

  Kind Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************
  
  

• Initial Complaint

  Date:01/27/2025

  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.

  I lived at ****** at ******** and was preparing to move to ************** one month before my moving date of September 30th I made an appointment for someone to pick up the equipment. The day before my moving date your service person called to say he couldn't make it and wanted to schedule the appointment for a week later I explained that I would be out of the state but that I would leave it at the complex office with the manager. He agreed and that's exactly what I did now since September I have been getting a bill for equipment that I did not turn in I have made multiple phone calls and the only response I get is that someone will check it out and call me back and they never do. I did what I was supposed to do as well as agreed with the service man that that was what I should do and I should not be getting a bill I should at least get a phone call that it has been resolved.

  

  Business Response

  Date: 02/04/2025

  Dear BBB Case Manager,

  I hope youre doing well.

  Please find our response regarding the concern about the equipment fee attached. We appreciate the opportunity to address this matter and are committed to working towards a fair resolution.

  If you have any questions or need further clarification, please dont hesitate to reach out.

  
  
  
  Kind Regards,

  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************

• Initial Complaint

  Date:01/24/2025

  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.

  Ongoing Network Issues Request for Resolution I am writing to formally lodge a complaint regarding the persistent and severe network issues I have been experiencing for over six months at my residence on NW 66th Ln. Despite numerous attempts to address this matter, including complaints from myself and others in the area, the issue remains unresolved. I strongly believe that the issue is on the provider's end.Many other customers have echoed similar concerns, and the most recent complaint I reviewed mentioned that diagnostics were being conducted, with an extension requested for resolution. However, it appears that no substantial progress has been made. As a remote worker, the lack of a reliable internet connection significantly impacts my ability to perform day-to-day tasks, as I have experienced prolonged periods of being without service on multiple occasions.I respectfully request immediate attention to this matter. I hope that you will take action and no longer delay addressing these concerns.Thank you.

  

  Business Response

  Date: 01/31/2025

  Dear BBB Case Manager,

  I hope you are doing well.

  Please find attached our response letter for this case. Let us know if any further information is needed.

  
  Thank you for your time and assistance.

  
  ******** ********
  CX Specialist
  ?? ************
  ****************************************************************