ComplaintsforMy1Wifi
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Complaint Details
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Initial Complaint
03/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was told I could buy a **** SIM card from my local ******* gave them the number on SIM card and the imei number on my hotspot device had service for about 6 hours then nothing I have tried multiple times to contact them via tickets, phone calls and messages on their website. When I do get someone to answer they keep telling me they expedited my issue. How long am I supposed to wait and the whole time they keep moving my payment date back Im getting tired of this I use my home WiFi for work related thingsBusiness response
04/24/2024
***** from My1Wifi stated that there was a software update completed on 4/1/24, so this consumer's matter has been resolved. My1Wifi sent the consumer their updated device back to them about 3 weeks ago. Upgrade completed and account resolved.Customer response
04/24/2024
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.they also have given me a free month of service due to the issue since they completed the software update I have had no issues.
thank you my1wifi for fixing the issue
Sincerely,
*******************Initial Complaint
03/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My1Wifi is having me pay for a service and then not delivering it. My internet has been down a total of 16 days this month. I was charged roughly $95 on March 2nd, my typical monthly payment. But, within a week of that, my internet stopped working. It took almost 5 days to hear anything from them. They would not return phone calls, no answering their service tickets, complete silence. When they did finally reach out they told me that their **** internet contract had been cancelled and they would have to send me a new card. This took an additional week. I got my new card, it worked for 4 days and here I am once again not having internet. This is currently day 5. In total I have not had internet for over half of the month and once again no one will respond with a timeline, resolution, etc. I asked for a credit and to not be charged for ***** as well but again, no response. I have lost thousands of money in paychecks as I work from home and have spent additional money on hotspot from my current phone provider to try and help get us by. 4/2 they will try to take another $95 out of my account for ***** knowing I havent had service most of **** and currently dont. This is absolutely fraud.Business response
04/24/2024
***** from My1Wifi stated that they received an account cancellation request from the consumer on 4/10/24. Cancellation request take about 30 days to settle, so it is still in progress. All confirmed details such as cancellation date and any refund information will be provided at that time. Consumer's last payment was made on 3/4/24.Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company provides internet service through ***** I paid $240 the end of February for 4 months of service. On March 11th my internet was suspended without notice. On March 13th I was finally able to reach someone at this company. I was told that the unlimited plan I had didnt exist any more. They said I could keep my internet if Id pay $149.95 monthly but it would only be for 300 GB. I cancelled my subscription & demanded a refund. I havent received it. This company is giving me excuses and now they wont answer the phone. I just disputed the charge with my credit card but want this company to have some type of repercussions for their dishonest business practices.Business response
04/22/2024
***** from My1Wifi stated that upon checking stated the charge initiated on Feb 26 payment has failed and that is why they will not be issuing a refund. Consumer may email ******************************** for proof of the declined charge.Initial Complaint
12/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancellation is not possible. I tried to call, the chat assistance is ineffective and submitting a ticket is being ignored. My account ******* stays active on autopay no matter what.Business response
01/13/2024
Please call our toll free number ************ or email us at ******************************** with your concern, we don't use this forum to resolve customers' issues.Business response
01/22/2024
This customer's service was suspended and no other charges have been processed.Initial Complaint
10/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My1Wifi states on their website and in marketing material that they offer a "truly unlimited" and "unthrottled" internet service that is perfect for "unlimited streaming" and "unlimited music", etc. After signing up with them and only streaming ******* I was flagged for "abuse" based on the amount of data I was consuming. I have no computer or video game console in the home, only 2 TVs that are only used one at a time. My speeds were then throttled and rate increased. I was told that the only way to resolve the issue was to change my billing from a monthly plan to a prepaid quarterly plan. Doing this I was told would restore my internet speed and reduce my cost back to where it was originally. My service was continued to be throttled after I switched to quarterly billing. I remained as a customer against my better judgement for the first complete quarterly cycle and then attempted to cancel the service, but since I was already a couple weeks into the next quarterly cycle, no refund would be available. I feel like they bait and switch people with their marketing material and force people into billing cycles that ensures they receive money for services they do not have to fulfill. I feel that I am owed the prorated amount for services I have not received.Business response
10/25/2023
We have a clear policy regarding abuse, it comes from the carrier directly, this customers' account was flaged for using excessive data several months, this happens when customers share wifi passwords or use it in a public place. If you have any more questions about our policies please contact our customer service department directly as we don't discuss particular cases in public forums.Customer response
10/25/2023
Complaint: 20739970
I am rejecting this response because:No Passwords were shared and this was only used in my home to stream ******** They can see all of this information and therefore this is a completely dishonest explanation for what happened.
Sincerely,
*******************************Business response
11/12/2023
Please contact us directly for assistance as we don't use this forum to resolve customer related issues. You can also refer to our terms and conditions for more information.Initial Complaint
02/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed up on a ********** subscription and before I even activated a device I decided I didn't want this as it was only a trial. I made a ticket online to cancel my trial subscription I went as far as removing my payment method so that I would not get charged after my trial, they answered my ticket and asked me if there was anything they could do to keep me as a customer (desperate to keep customers) i said no just please cancle asap. I didnt hear back from them. Today looking at my credit card charges, I was charged $65 dollars for services I had already canceled on a credit card I had already removed from automatic payment in which they went into their original bill and charged my credit card which is an illegal move on their part.Business response
02/27/2023
Please contact our customer service directly, we don't use this forum for customer issues.Initial Complaint
12/20/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I requested the service on 11/20, however, canceled on 11/27 which is within the 7 day trial period. I returned the items and they were received on Friday. Now I receive an email they are charging me a $5.00 renewal fee. I just want this canceled and the refund I am owed sent to me.Business response
01/18/2023
This issue was already resolved, customer already received a refund.
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Customer Complaints Summary
8 total complaints in the last 3 years.
5 complaints closed in the last 12 months.