ComplaintsforBlue Stream Fiber

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The first tech showed up on Monday, 9/9/24. It took 3.5 hours to do the install and he put the modem at the furthest distance from my workstation (I work from home) at the other end of the house.I had to help him run the line through the walls and in the attic. He did not arrive with all the tools needed.He only did a speed test at the modem, then went to the far side of the living room, plugged in the second pod and left. He didn't test the speed at the pod I then tested the speed at my workstation and got nothing.I went to the tech as he was packing up his truck & showed him the results I got, but he didn't care.I called bluestream and a supervisor named ***** showed up on Tuesday 9/10/24. He was disgusted with the setup and the treatment I got. He promised to have someone come on Thursday 9/12/24) to do it the right way. He said it would take 3 or 4 pods and there would be no charge. But that didn't happen.The second tech (******) showed up Thursday (9/12/24). It was obvious he did not want to do the install. All he wanted to do was to add another pod and charge me for it. I again told the tech that ***** said the modem would be re-installed at no cost in the correct place in the living room, provide at least 3 pods to ensure proper coverage and set up my VOIP phone and ****** The tech rolled his eyes and threw his head back saying, "I'm not doing that." The tech didn't even try to do anything but argue with me. He called someone and then left without saying a ******* community (***************) was promised that the Bluestream techs would not leave a customer's home until everything is tested, operating, and set up with any other devices. None of that happened in my case.I contacted bluestream when the tech left. A *** named, "Ro" said he'd get another tech to do the proper install at no charge to me, and call me back in 20 minutes to set an appointment. But two days later, I still haven't heard back.

  

  Business response

  09/17/2024

  Dear Better Business Bureau Case Manager,

  We appreciate the opportunity to respond to the concerns raised by the customer regarding the installation process.

  Upon receiving the customer's complaint, our team took immediate steps to address the situation. We understand that the initial installation on 9/9/24 did not meet the customer's expectations, particularly regarding the placement of the modem and the lack of thorough testing. We acknowledge that the technician should have been more prepared and tested the connection at multiple points, including the customer's workstation, to ensure optimal service.
  We also recognize that during the follow-up visit on 9/12/24, there was a misunderstanding between the customer and the technician regarding the scope of work to be completed, particularly around the relocation of the modem and the installation of additional pods. We sincerely regret that the technician did not meet the customers expectations and did not provide the level of service promised during the initial inspection by our supervisor.
  To resolve these issues, one of our lead technicians recently visited the customer's residence to follow up on their concerns. The *** was relocated to a more suitable location based on the customer's needs, and we addressed other outstanding issues from the initial installation. Additionally, we have rectified any billing concerns raised by the customer. The case has now been escalated to an account manager, who will follow up directly with the customer to discuss any further or new concerns he may have.

  We take the customers experience very seriously and are committed to ensuring that future interactions meet the high standards we strive to maintain. We will continue to monitor the situation closely and work to resolve any remaining issues.

  Thank you for bringing this matter to our attention. We appreciate the customer's patience as we worked to address their concerns and improve their overall experience with our services.

   

  
  Sincerely,

  ******** Carrillo 
  Customer Experience Specialist
  **************************************************************
  *****************
  Coral Springs, FL, 33065
  ************

  Customer response

  10/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by ******** ******** on behalf of the Blue Stream Fiber in reference to complaint ID ********. ******** ******** has also contacted me twice while rectifying this issue. I hereby thank ******** ******** for her assistance and concern in this matter to get this resolved. The resolution is satisfactory to me and I consider this closed.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5th I began paying for Blue Stream Fiber's gigabit service. Almost immediately we began to have sever issues. The download and upload speed are more or less as advertised, but there ping is atrocious despite them advertising 13 ms of ping, which to my guess is the closest server available. You do not get 13 ms ping, you do not get anywhere close to that, nor is it consistent. It is mostly random as to when the latency begins to spike but it is usually the worst in the evening. This indicates an overloaded node. Over the past several months, I have had I believe half a dozen techs come out and "diagnose" this issue. Every single tech visit except the last two ended with no resolution or additional information. The second to last tech visit had I had two guys come out and do thorough testing and CONFIRMED my issues. They told me that they would set up an engineering ticket and have a meeting about splitting my areas node, or servicing fiber. They scheduled another visit two weeks later. My last tech visit had the tech tell me that the meeting was fruitless, no node would be split, and they had no plans to expand fiber in this area anytime soon. He more or less told me over the phone that completing the service visit would bear no fruit and that ultimately my only choice was to deal with the issues they CONFIRMED were happening to me, or to cancel. Blue stream seems to think that because they have a monopoly in coral springs and that most of their customers only use the internet to watch TV, that they can get away with providing 3rd world level of networking performance to its customers. I want a resolution to this now. I will not pay for a service that does not provide what was advertised to me. I have discovered multiple individuals who have had the same issue as me, including another in my own neighborhood.

  

  Business response

  09/10/2024

  Dear BBB Case Manager,

  Thank you for your patience as we work to resolve the concerns raised by Mr. ************** wanted to provide an update on the case. We have requested a date from Mr. **** to schedule a technician visit. We are prepared to send a Lead Technician to his location to conduct a thorough verification of all services and signal levels. This visit will enable us to accurately diagnose and address the issues reported.

  We are committed to resolving this issue and ensuring the quality of service that was advertised. We kindly ask Mr. **** to allow us to schedule this Lead Technician visit at his earliest convenience to facilitate a comprehensive review and appropriate resolution.

  Thank you!

   

  Best regards,

  ******** Carrillo 
  **************************************************************
  *****************
  Coral Springs, FL, 33065
  ************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my subscription with Blue Stream after they failed for almost twelve months to provide me with the service I was paying for. I had paid ***** every single month for 1 Gig Internet ****************************** and not once did they provide me cable and the internet speeds I had were well below 10 Mbps most of the time. On top of this, there were multiple interruptions - some of those lasting over a week - where they provided absolutely no service due to failures on their end and I was not compensated. As a result, I cancelled my subscription with them August 1st - well before the new billing cycle would start. I was assured I would be provided with credit for my remaining days as well as the days I had called to report lapses in service, per their request. I also, in good faith, scheduled multiple times opportunities for them to pick up their equipment - in which they never showed up or followed up after committing to after multiple follow *** on my end. I did more than a reasonable attempt to return their equipment, each attempt which was refused by them. They are now attempting to double charge me for a subscription that was cancelled, and they are attempting to charge me for the equipment that they refuse to take back and have abandoned. Additionally, they are withholding credit that was promised to me as compensation for their failure.

  

  Business response

  08/21/2024

  Dear BBB Case Manager,

  We appreciate the opportunity to address the concerns raised by our customer regarding the recent experience
  with our service.

  We take our commitment to customer satisfaction very seriously and strive to always provide reliable service. However, in this case, it appears there were several misunderstandings that we would like to clarify.

  1. Service Issues and Billing: During the last technical visit, our technician identified that the issue causing the customers poor internet performance was due to a loose connector behind the modem from the customer's wall. The technician resolved the issue by cutting the long conductor to size on the connector
  by the wall plate and replacing both connectors at the ground. We applied a full day's credit on the day the customer contacted us about these issues.

  2. Equipment Return: We have a process in place for customers to return equipment by dropping it off at our Coral Springs office during business hours. As a courtesy, we also offer to pick up equipment. We offered this courtesy to the customer, but on the day, they requested, our tech operations team had a meeting until noon. We left a voicemail requesting the customer to contact us to arrange a pickup time in the afternoon or on another day. Unfortunately, we did not receive a callback from the customer. As is standard practice, the equipment remains the customers responsibility until it is returned.

  3. Final Billing and Charges: We understand the customers frustration regarding the charges. We assure you that we do not double-charge customers. The billing applied to the account was accurate based on the service provided and the equipment's return status. We are happy to work with the customer to ensure all charges are accurate and to apply any further necessary credits.
  

  We value our customers and are committed to resolving any issues they may face. We will continue to work closely
  with this customer to address their concerns and ensure a satisfactory resolution.

  
  Thank you for your attention to this matter.

  
  Sincerely,

  
  ************************************
  Customer Experience Specialist
  ************************************
  ***************** Coral Springs, FL 33065
  ************

  Customer response

  08/22/2024

   
  Complaint: 22165789
  
  I am rejecting this response because:

  Blue Streams claims are incorrect.

  
  1. Service Issues and Billing: After weeks of having little to no internet, I called Blue Stream multiple times on July 24th and July 25th. After asking for some compensation for the issues Id been facing for weeks, they said credit could only be applied AFTER a tech had come to my home. I only asked for compensation because I was paying $71.99 per month for no internet and my current plan (1 Gig) was now $50 per month. A tech did come on the morning of one of those two days. The tech was in my home for two hours and claimed the issue to be resolved. After the tech left my home, shortly afterward, the speeds went back down to averaging between ****** Mbps across devices whenever it wasnt down. For reference, on July 25th, on the occasional moment I did have internet, such as 1:02 PM, the speed was 2.44 Mbps with 21 ms ******* 1 Gig speeds should fall typically at 600 Mbps minimum. This situation was so bad my household reached our mobile providers 5G Hotspot tethering limit well before the month ended, which has never happened in our 10+ years of being customers.
  Additionally, throughout my multiple calls with Blue Stream, I was told to call every single day my internet was slow/down just to receive their per diem credit compensation after the tech visits. This eventually became a logistical nightmare as wed sometimes be on the phone for hours waiting for someone or to be passed around between customer and technical support without consent to then be told to wait until they sent out their next tech to work on the issue. Everyone in my household works and just doing this, not including having to carve out time in our schedules for the tech visits,quickly became a pain point.
  I called again the morning of July 26th because my internet speed had dropped to 0.5 Mbps at some point. I was passed through multiple agents. Then, with the help of one of the agents on the line, a tech was scheduled to come Monday, July 29th (3 days out) to check out my issues which was the earliest availability they had for any of their techs. In the meantime, the tech agent offered to help resolve the issue over the phone.We eventually got my internet speed to come back up to 900 Mbps. Additionally,that representative was kind enough to inform me that Blue Stream can monitor and see my internets downtimes/speeds remotely he reconfirmed that they could see how bad my internet was over the course of July. If they could see this remotely, why make me call every day to inform them my service was down?Anyway, that call ended up being in vain as my internet speed dropped to 1.60 Mbps after ending the call.
  On July 29th, the other tech came, and their resolution was to replace the modem. They introduced a modem router which then connected to the already existing router, introducing additional Wi-Fi interference as they had now set up at the same time two dual band devices when they could have simply removed the router completely and left us with the new device by itself. The issue was not fixed, and the tech said they would send another person later that week on Thursday, August 1st. Blue Stream claims the technician identified that the issue causing the customers poor internet performance was due to a loose connector behind the modem from the customer's wall. This contradicts physics laws as digital communications are an all-or-nothing affair (as a side note, this is why with analog communications, you could still see the TV image, but with a lot of interference, while with a digital signal the image completely freezes). For Blue Streams claim to be truthful, we should have experienced a complete loss of service until that connector was connected. We experienced a degraded service with reduced speeds which are signs of completely different issues, which Blue Stream does not dispute.
  I changed my internet provider the morning of Thursday, August 1st. That same morning Blue Stream attempted to call me at 8:18 AM and 8:58 AM. ********* UnknownLastName and *************************** from Blue Stream left voicemails to reschedule my appointment to an afternoon slot that day because their technicians were in a meeting until noon.I didnt call Blue Stream back because, shortly afterwards, one of their representatives showed up in-person at my house to reschedule. Since my new provider had installed their services, I told the Blue Stream representative to not bother rescheduling with me as I no longer needed a technician or Blue Streams services. Then, that very same day at 2:11 PM, we called Blue Stream to cancel all services with them. That call lasted over an hour.
  No Blue Stream technician came to my house,with my knowing, following my cancellation on August 1st. One of my household members reported, however, they found it odd to find a Blue Stream vehicle parked in front of my home in the following days AFTER cancelling my service with them, but it was not something scheduled, and no one ever knocked on my door. If they did come to my property following August 1st for any additional work, it was without my consent, and they didnt go inside my house.

  
  2. Equipment Return: When we cancelled our service on August 1st, the Blue Stream agent(s) on the phone told us theyd send a tech to uninstall and pick up their equipment. We scheduled for a Blue Stream tech to come August 5th where they indicated a service window between 8 AM 5 PM as they told us they could not give a more specific time window. Blue Stream did not contact us afterwards to arrange a more precise pickup time. Thus, we waited all day that day, but the tech was a no-show, and we never received any follow-up as to why even after calling Blue Stream several times. In fact, one of the support representatives that picked the call indicated that they themselves were unable to receive a response back from their dispatch and they indicated that as soon as they had an update, they would inform us promptly, which of course never happened as is usual with Blue Streams lack of communication. It is curious that in their reply not once did they mention the tech operations meeting nor calling us to arrange a pickup time. We called once again to reschedule their lack of show, and the story repeated once again where we waited the whole day for them to pick up the equipment and they did not show again. On August 13th, we contacted a Blue Stream representative, ****, who can be reached at **********, were he committed after a conversation with us to personally pick up the equipment on August 15th. As it has now become a common occurrence from Blue Stream, on August 15th, Blue Stream once again did not make the simplest effort to show up and pick up the equipment.

  
  3. Final Billing and Charges: I cancelled Blue Stream services on Thursday, August 1st before Saturday, August 3rd (when the new billing cycle would have happened). The multiple Blue Stream customer representatives we spoke with prior and on the day of our cancellation had assured us that if we cancelled before the new billing took place on August 3rd, we would not be charged for the new month. Instead, we were informed we would receive credit for the remaining days we were not using their service. So why is it that if I was paying $71.99 per month and had multiple days of per diem credit, Blue Stream attempted to charge me $73.99 and charge an additional $24.61 on top of that on August 5th? What service can they say was provided when (1) my internet was NOT ever fixed, (2) I had cancelled with them prior to the end of the new service period, and (3) Blue Stream never provided an additional service after their last unresolved visit to my home on July 29th. Furthermore, Blue Stream attempted to charge me two equipment fees, one totaling $107.80 and the other $125, on August 8th. Why do so after we made multiple more than reasonable attempts to return their equipment based on the instructions, they gave us? The standard across the *** industry is to permit drop off at *** or ***** free of charge to the customer. This is something they never offered me and instead offered pick-up of the equipment, which they have failed to do.

  Weve made multiple more than reasonable attempts to return Blue Streams equipment. Weve called them multiple times to reschedule and follow up with Blue Stream for their abandoned equipment. Each time has been met with a no-show or cancellation on their end or them promising to get back to us, which they never do. I have been and am more than willing to try once more to return Blue Streams equipment, but so far,all my good faith attempts have been in vain, and theyre attempting to fraudulently charge me a total of $331.40. I hope you understand why I am apprehensive to continue any process with them unless I have written electronic communication records with them as opposed to doing everything via phone calls or in-person.
  

  The resolution to this is very simple. Please note how Blue Stream in their response refused to provide a resolution to the issues at hand. 1 Blue Stream needs to remove the fraudulent charges that total $331.40. 2 Blue Stream schedules with us a date and time to pick up their equipment AND SHOWS UP TO PICK IT UP. Blue Stream claims that they will continue to work closely with us ( We will continue to work closely with this customer to address their concerns and ensure a satisfactory resolution). However, we have also contacted them multiple times through email and they have not replied to us once. In fact, this is the first time that we see anything that remotely resembles a response to our concerns and it was not even a response addressed to us, but rather to you ****. We can provide our call logs and copies of the emails we have sent them to corroborate our claims if needed.

  Please communicate this resolution to them. I will also do so on my end and add you to the thread.

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

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been going back and forth with this company since April 2024. They refuse to fix the internet in the building. They have come more than 5 times already to change the modem when its already been confirmed that the modem is NOT the problem. Its the main internet box outside of the building that they refuse to fix. Sick of this company, nobody knows how to do anything.

  

  Business response

  08/07/2024

  Dear BBB Team,

  We are unable to identify the customer filing for this case based on the provided information. We were unable to find the customer using the name, phone number, and email address on the case. To assist them effectively, we kindly request the customer's address or account number.

  We are committed to ensuring the subscriber's satisfaction and resolving this matter promptly.
  
  Thank you so much!

  Customer response

  08/08/2024

  ****************** Coral Springs FL 33067 

  Building 28 

  

  Business response

  08/15/2024

  Dear Better Business Bureau Case Manager,

  We appreciate the opportunity to address the concerns raised by the customer.

  On August 13, 2024, we attempted to reach out to the customer via email and also left a voicemail, requesting to please respond to the email (please find attached the email sent to our customer) to provide the necessary information to help us identify their account. Unfortunately, the information provided in the BBB case is incomplete; it lacks the service address, and the name, email, and phone number do not match any records in our contact list. Without this crucial information, we are unable to locate the account to schedule a technical visit or offer the appropriate resolution.

  Regarding the customer's statement about multiple visits and the issue with the main internet box outside the building, we would like to investigate this matter thoroughly. However, as we cannot locate the account, we need the customer to provide the correct service address and contact information to proceed.
  

  We are committed to resolving this issue and ensuring that the customer's concerns are addressed promptly. We kindly ask the customer to reply to our email or contact us directly with the necessary details so we can take the next steps.

  
  Thank you for your understanding.

  Customer response

  08/26/2024

   
  Complaint: 22088903
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer response

  08/26/2024

  I responded to Blue Stream, currently awaiting a response from them. 

  

  Business response

  08/27/2024

  Dear BBB Case Manager,

  We appreciate you bringing this matter to our attention. We have made contact with Mr. ******* and were able to identify the account under his spouse's name. Mr. ******* has provided us with his availability, and our team is scheduled to visit his home to check the wiring on 8/28/24

  We will keep you updated as we work towards resolving this issue.

  Thank you for your understanding and assistance.

  Customer response

  09/04/2024

   
  Complaint: 22088903
  
  I am rejecting this response because: Still waiting. 
  
  Sincerely,
  
  ******* *******

  

  Business response

  09/13/2024

  Dear BBB Case Manager and Consumer,

  I hope this message finds you both well.

  We kindly request an extension for the settlement deadline on the BBB case. Our customer was out of the country, which led to a delay in providing the speed test images from the service address. We have since received the images, and our tech lead has confirmed that the speed at the location is performing normally. However, given the delay in receiving this information and the need for further investigation into the differing jitter results, we are actively working to resolve the issue as quickly as possible. Thank you so much!

   

  Kind Regards,

  ******** Carrillo 
  Customer Experience Specialist
  **************************************************************
  *****************
  Coral Springs, FL, 33065
  ************
  

  Customer response

  09/16/2024

   
  Complaint: 22088903
  
  I am rejecting this response because:
  

  We were informed by the technician that came to check out the problem that it is an issue within most of the community. The problem is not just our building but almost everyone. He said that they are apparently working on the community to get everything fixed but it will take a couple more weeks. As of now, internet is still horrible and barely works. 

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

  

  Business response

  09/17/2024

  Dear Better Business Bureau Case Manager,

  We would like to provide an update regarding the case for Mr. ******** Our Technical Operations team, in conjunction with Plant Maintenance team, is scheduled to initiate a comprehensive node optimization process in the coming weeks. This optimization is intended to address intermittent speed and connectivity issues, which have been identified as node-related.

  In accordance with industry standards and service guidelines, addressing a node-level matter requires systemic updates rather than individual troubleshooting. As such, scheduling a trouble call would not be an effective resolution at this time. Our teams are actively working on this matter, and we are committed to ensuring a prompt and satisfactory resolution.

  We will continue to monitor progress closely and provide Mr. ******* with timely updates. Should you require any further information, please do not hesitate to reach out.

  Thank you so much!

  
  Sincerely,

  ******** Carrillo 
  Customer Experience Specialist
  **************************************************************
  *****************
  Coral Springs, FL, 33065
  ************

  Customer response

  09/22/2024

   
  Complaint: 22088903
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are fairly new to BlueStream Fiber service as our neighborhood has switched. We are getting numerous fraudulent charges on our bill. I have made several phone calls to get bill fixed with no satisfaction. There have been charges for Adult content movies. We have never watched and or rented these movies or any other movies! I have been asking to take these charges off! We are Seniors and dont even know how to rent ANY movies on our TV!!! Today we had a technician come out and change out all boxes hoping this will help. We have been married for almost 50 years and have NEVER rented Adult movies! I would be willing to prove that by other cable services we have had! I am asking that all these movies to be removed and credited to our balance.

  

  Business response

  07/19/2024

  Dear BBB Case Manger,

  Thank you for bringing this matter to our attention. We have investigated the subscriber's claim regarding the Video On Demand (***) charges for adult content.
  As a courtesy, we have refunded the *** charges in question to the subscriber's account. Our system records indicate that the service was processed from the subscriber's equipment, as all transactions are conducted through a secure network.

  Despite this, we understand the subscriber's concern and are conducting a thorough investigation since the subscriber assures us they were not responsible for these requests. We have also replaced all the set-top boxes in the subscriber's home in an effort to prevent any further issues.

  We are committed to resolving this matter and ensuring the satisfaction of our subscribers. We will keep the subscriber informed of our findings and any further actions taken.

  Thank you for your assistance in this matter.

  Customer response

  07/25/2024

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bluestream never delivers the advertised download/upload speeds.Network congestion is atrocious.Not enough nodes properly set up in the city of Coral Springs which then forces all traffic to very few nodes.Non-compete clauses with HOAs all over Coral Springs so consumers do not have the freedom of choice to seek service from another **************** Provider.Horrible ping and network lag during all hours of the day and night.Will be contacting and filing an official complaint with technical evidence to the Federal Communications Commission.

  

  Business response

  07/17/2024

  Dear BBB Case Manager,

  On July 16th, we spoke with our customer regarding their reported issues of lag and high ping rates, primarily occurring during streaming and gaming activities.
  Our technical support specialist rebooted the customer's modem, and during testing, normal ping rates and latency times were observed. However, the issues persisted specifically during in-game activities. We kindly advised our customer to check game forums for similar issues, as this may indicate a problem related to the specific games rather than our service.

  We are committed to resolving this matter and have requested our customer via email to let us know when is the best time to contact him to further investigate and address his concerns.

  
  Thank you for your attention to this matter.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our *************** includes Blue Stream as our TV, Internet and phone provider. We don't have a phone so have NEVER used it. We've had several call outs from Blue Stream over the passed 3 years of service. Recently our remote in the living room would not work so we replaced the batteries and when it still wouldn't work my wife spent time on the phone trying to resolve the problem. After it could not be resolved a call out would be warranted by the person on the phone. WE WERE NEVER TOLD A CHARGE FOR THE CALLOUT WOULD BE HAPPENING. The technician came out and within seconds pressed a few buttons on the remote and got it to work properly. Now when I called to complain the person on the phone wants to sell me a PROTECTION PLAN for $7.95. This is the first time in 3 years we ever heard of a protection plan. It should be noted the technician who came out did NOT REPLACE BATTERIES but just hit a few buttons on the remote and got it to work.

  

  Business response

  06/24/2024

  Dear Better Business Bureau,

  We are writing in response to the complaint submitted by our customer, regarding a recent service call issue. We appreciate the opportunity to address and resolve this matter.
  Summary of the Issue: The subscriber experienced an issue with their remote control and contacted our support line for assistance. After troubleshooting over the phone, a service call was scheduled. The technician resolved the issue promptly by pressing a few buttons on the remote. The customer stated that they were not informed of the callout fee at the time of scheduling, which resulted in their dissatisfaction. This is the first such incident for this account in the past three years of service.

  Resolution: To ensure customer satisfaction and address the subscriber's concern fairly, we have credited the trouble call fee for this visit. This decision reflects our commitment to maintaining a positive relationship with our valued customers and ensuring transparency in our service policies.
  Next Steps: We will personally inform the customer about the coverage details of our standard service and the Home Protection Plan (HPP), clearly explaining what is and isnt covered. This proactive communication aims to prevent similar issues in the future by ensuring our customers are fully aware of their options and any associated costs.

  Thank you for bringing this matter to our attention. We trust this resolution meets the customer's satisfaction and demonstrates our commitment to excellent customer service. Should you have any further questions or require additional information, please do not hesitate to contact us.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bluestream has refused to install my internet, alarm, phone and cable. Bluestream contracts with my association to provide service to the residents in my neighborhood . I was given an appointment for installation on Saturday, May 18, 2024 from 8:00-12:00pm (two days after I closed). I met a Bluestream worker at my home on that day. He spent over an hour at my home banging around and going back and forth outside and then the Bluestream worker said he cant install my internet, phone, alarm or cable as there is no signal. The technician advised me that hes not happy as he doesnt make money when he does not complete jobs. Ironically, that same day, my neighbor across the street had Bluestream over at his home and they installed everything with no problems.I called technical support that same day, May 18, 2024 and they advised me that the technician should have just called customer service to set up the account but he failed to do that. They said that the earliest appointment they could give me was Wednesday ,May 22, 2024 from 1:00pm to 5:00pm. I was very disappointed by this because I work from home and need the internet.Then I called Bluestream on Monday and Tuesday asking for an earlier appointment as this has prohibited me from working and risking me losing my job. I also asked Bluetream to set up the account so that the service could be installed. **************** advised that they could not set an account up without the technician going there to my home first. Then I waited at my home from 1pm to 5:00pm on Wednesday, May 22, 2024 for my appointment. No one showed up and no one called. I called Bluestream to inquire as to where the technician was. I was advised that my appointment was moved to Thursday May 23, 2024. No time was given. No one from Bluestream has called and informed me about the change in the appointment date nor has anyone given me a time. No one would let me speak to a supervisor. I have no idea when Bluestream will come.

  

  Business response

  05/29/2024

  Dear BBB Case Manager,

  I hope this message finds you well.

  We are writing to provide an update on the resolution of the case submitted by ***************** regarding their service issues with Blue Stream Fiber.

  On May 25, 2024, we reviewed and addressed the customers concerns as follows:

  -Service Activation and Technical Issues: Our customer service team does not have direct control over technician routing or availability. However, we ensured that the customer's installation was completed and services are now up and running.

  -Resolution Confirmation: We have confirmed that the installation is complete and all services are fully operational.

  
  Based on the actions taken, we have closed the ticket related to this case. We believe this resolution meets the customers needs and ensures their satisfaction with our services.

  Please let us know if there are any further steps required or if additional information is needed.

  Thank you for your attention to this matter.
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The ** and internet are constantly down. Have to call in for repair/boost weekly.

  

  Business response

  04/12/2024

  Dear BBB Analyst,

  I'm pleased to inform you that we've successfully resolved the recent case concerning ********************** reported internet and cable service disruptions.

  After thorough investigation and direct communication with ******************, I'm happy to share the details of our resolution below:

  Upon contacting ******************, he conveyed that everything is now operating smoothly. However, he did express concerns regarding stability issues. In response, I took immediate action to address this by eliminating the parallel network that was causing his ONT to ping out. By doing so, we anticipate a significant improvement in the stability of his Wi-Fi connection.

  
  Thank you for your attention to this matter, and please don't hesitate to reach out if there are any further inquiries or assistance needed.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November of 2023, we sold our house in Coral Springs ***** and we stopped by the Coral Springs Blue Stream ****** and dropped the equipment, they promised us that between 5-7 business days we would receive a refund of the amount of $42. unfortunately, after 90 day they decided to send the supposed to be refunded to the forwarding address we provided, BUT the check they send has the right address and the right amount but the absolutely wrong name, blue stream creat a name on the check so we can not be deposited it.In February of this year, I stopped by the ****** of ***** Stream in Coral Springs and gave them the wrong check they processed the complaint again and they promised they would send me the same refund check this time with my actual name on it. So far I have not received anything from this company and all they have to say is a bunch of lie after lie.I relly want the consumer to know that this company is not a reliable company.and I'm requesting my refund and I will not stop till I get my rightful refund. Please see the attachment.

  

  Business response

  04/08/2024

  Dear Better Business Bureau,

  I hope this message finds you well. We are writing in response to the complaint filed against our company regarding the refund issuance for services rendered.

  Upon thorough investigation, we acknowledge the discrepancy in the refund process highlighted. We apologize for any inconvenience this may have caused.

   In our previous communication, we had attempted to contact our customer to resolve the issue and arranged for the refund check to be available for pick-up at our Coral Springs Blue Stream office, as per our discussion.

  Unfortunately, despite our efforts, it seems there has been a misunderstanding or miscommunication regarding the check issuance. We understand the frustration caused by the delay and the error in the name on the previous check.

  Rest assured, we have the refund check ready with the correct name as requested. It is currently available for pick-up at our Coral Springs office, as previously agreed upon.

  We deeply value our customers and strive to provide excellent service. We sincerely apologize for any inconvenience caused during this process and assure you that we are committed to resolving this matter promptly.

  
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating the resolution process. Should you require any further information or assistance, please do not hesitate to contact us directly.

*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. ↩