ComplaintsforIQ FIBER

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint is in reference to a service IQ Fiber provided to me on 4/10/2024. I believe the business is acting in bad faith with their transparency around their subscription services and terms of service. Prior to having the internet installed, I spoke to three different agents and asked them how I should proceed with my current internet provider. All three agents advised me to call ******* AFTER the IQ Fiber was installed. I followed instructions and called ******* to suspend my service and was then offered a better deal that would save me $25. I wanted to cancel IQ Fiber only 10 minutes after having the service. HOWEVER, upon calling IQ Fiber, they first let me know that I should expect a full refund since it had literally been 10 minutes since the installation and then followed up with a call to let me know that I am being charged for the full month because they are a subscription service. My issue is that I never signed any agreement, signed my name on a dotted line, or checked a box to verify that I read and understood those terms. The credit card was taken via the phone with no sort of protection or verification of being charged. The actual terms live on a link at the footer of their website and is not visible ANYWHERE else on the page. Furthermore, the confirmation email they send about the installation date and price, does not link or mention any terms. I feel that this business is purposefully withholding their terms and conditions and advising customers not to call their existing service provider so that they can make money. They lack transparency.

  Business response

  04/24/2024

  April 24, 2024
  

  Dear ****** *******
  

  We have reviewed our current Sales process and as part of standard process we inform prospective customers of the subscription nature of our services before completion of an order. We also clearly articulate subscription billing in our Terms of Service.
  

  However, as a sign of good faith we will be providing a full refund of services at this time. We wish you well and hope that you consider our services in the future.
  

  Sincerely,

  ******* *********
  ** ****** ********, Customer Support
  O: ***********
  *****************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ongoing Violation of my hyppa and personal privacy/safety due to what appears to be sharing of my internet password putting my family and friends in jeopardy and preventing me from accessing medical, personal and work related. This led to theft and further medical and professional related discrimination ultimately having been asked to work from home without access and then evicted sue to such. I utilized IQ fiber to access tv streaming and my ***** **************** I believe i was tracked as to when I was home and online from when I accessed connected devices thrugh IQfiber services with surrounding local businesses and individuals. please contact for further photo documentation that services were blocked and work/medical related websites blocked.

  Business response

  01/04/2024

  Dear Ms. ********
  
  We have reviewed your account and have determined all service charges were valid from the beginning of your service in September 5th, 2023 until you cancelled service on November 29th, 2023. As policy we do not share or reveal WiFi passwords except at the request of the customer. Additionally, IQ Fiber does not capture, view or otherwise monitor customer information and as such it cannot be shared or accessed by 3rd parties. 

  Customer response

  01/11/2024

  If I may please speak with someone directly at your earliest convenience as I was never asked to provide the evidence of such and how in which I was violated.  If you can please contact me at **********.  This has truly continued to effect every area of my life including my medical and personal safety and privacy in Jacksonville at Surf a1a apartments I believe this was possible connected to a fubu account and professional sports as the the day I moved in such was shared.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to have an install today. This review is in no way representative of the installers. They were both courteous, friendly, knowledgable, and better than anything I have experienced with any other company. Unfortunately the install was not able to happen because the fiber people buried the line and installed it on the wrong side of my house. The entire house (new construction) is wired with ethernet drops in each room. There is an ethernet bundle coming out the house that cannot be missed. Instead of installing the fiber box here, the installers put it on the complete opposite wall. Had they bothered to walk around the house, they would have seen all of the ethernet cables. I understand this is a new company, but this seems like a pretty basic thing to think about during an install. I was told the wait to have the box moved is 2 weeks, which is unacceptable. I have filed with the BBB as well.

  Business response

  07/11/2023

  ****,

   

  This complaint was resolved and we believe the customer is happy with the resolution. The box was relocated on June 9 – one day after the complaint was filed. 

   

  Please let me know if you have any further questions.

   

   

  
  

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