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:04/09/2025

  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.

   
  Complaint: 23178955
  
  I am rejecting this response because:

  This company has unilaterally escalated the situation. Not only will they not fix my phone, but they have caused major issues with my **************** and charged me a $87 service fee for phone service that they have no been providing. I have called several times and spoke with ******** who advised that I find myself another Internet provider and that they will continue to add on charges and seek to put a lien on my property for unpaid bills. Instead of handling this professionally, they have acted like spoiled children and decided not to compromise in the slightest.
  
  Sincerely,
  
  Dr. **** ******

  ganization know that he's not doing the job.

  Business Response

  Date: 04/22/2025

  Upon thorough review of Mr. ******** complaint, we acknowledge that he experienced service issues with ******************. However, our investigation indicates that the interactions between Mr. Curley and our customer service team were conducted professionally and respectfully. We have no records supporting claims of belittlement or unprofessional behavior. Additionally, our technical support team made diligent efforts to resolve Mr. ******** service concerns. We are committed to providing all our customers with respectful and effective support.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23178955
  
  I am rejecting this response because:

  1) I contacted them to ***ort that their **** line was not functioning properly.
  

  2) They gave me the 'run around', about how it isn't their problem its mine.

  3) They decided to add $84 to my bill in retaliation

  4) I contacted several of their billing people including ******** where I offered to pay half of this 'new' fee to which they stated that they would get back to me within 1-2 days to let me know whether that would be acceptable. I let her know (recorded) that according to Arizona law, you can't just come up with a new charge and expect the customer to pay for that. I have been paying my invoices all along and introducing a new charge such as $84 a month was exorbitant. I will still willing to pay half.

  5) I called a week later since I had not heard back. A note was written for ******** to call me to let me know whether my terms were acceptable. The *** *** stated that I would hear back from ******** in short order.
  

  6) Two days later I received a voice mail from ********, but she wanted me to return her call. We had discussed previously that if she was not able to get a hold of me to give me my answer on the voice mail since it was very time consuming to try and get her back on the line. However, I did call the company and once again, I was drilled by the *** *** who is "trained to handle" billing problems on her own and did not want to put me through to ********.

  7) Eventually ******** called me back and told me that ****************** can do "whatever they want" if they want to add an extra 'tariff' to my bill, they can do that and if I don't want to pay their (extortion) then I can find another Internet provider.

  8) I tried to explain to her that in the State of *******, you can't promise someone an essential service like Internet and then change your mind and decide to start charging them something considerably more. Please keep in mind that this ************ that I was paying for, wasn't even working properly at this point. She continued to drone on about new issues including ***** and his tariffs that have made it necessary for them to start charging customers, 'blah blah blah', I tuned her out and started using profane language to get her to stop such that I would be able to participate in the conversation as she appeared to be reading a 'treatise' on service from their ****. Instead of stopping, she continued reading as if I was a "prisoner of war" to which I used profane language again and ultimately hung up.

  9) I did find another Internet provider but I wanted to give *** another opportunity so I went to online chat (recorded) where I spoke to ******, another *** *** who just reiterated what ******** had said. I told them considering the substantive work they had done to install the line into my house, it would be unreasonable to lose me as a customer over $40 a month. She made it apparent that *** was going to stick to their guns and hold on to this new charge. I made an additional plea on their ******* site and their ******** site such that some other person from  Management might see how ridiculous this argument was and consider negotiations.

  10) Lastly, anyone that I have called on the **** line for the past two months I end up having to call again because the service is unreliable. I will be in the middle of a conversation with my Aunt and or with my mother and the person can hear me but I can not hear them or reverse. I had tried to reach out to their technical team where I perceived that they were not helping me, but blaming the problem on me and my equipment. I would not have changed service over that, however they added an additional fee on my invoice of $84 saying that they had forgotten to charge me, to which I assumed was retaliation for the complaint that I had lodged with the Better Business Bureau. They were not willing to budge on the new charge, they were not willing to discuss or compromise. It was "their way or the highway" as they say. Today I find out that they are terminating my services regardless. As a customer who has four degrees with a doctorate, I rely on high speed internet and a phone line. There are only two Internet providers in my area which make me believe that *** is taking advantage of their monopoly in desolate *************, ******* by extorting their customers into paying excessive fees that they charge on a whim and then terminating their services when the customer does not comply.
  
  Sincerely,
  
  Dr. **** ******

  Business Response

  Date: 04/30/2025

  Mr. ****** contacted ****************** regarding service issues, and our team made multiple efforts to assist. Despite this, his interactions became increasingly abusive. While we value all of our customers and strive to provide professional support, due to ongoing hostility and the breakdown of the customer relationship, services will be terminated effective May 19, 2025.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Constantly been paying for service im not getting. I am suppose to get 2gig download 1gig upload speeds since October first. Since then I have only gotten around 10 days of the right speeds. Otherwise my average is 1/2 of what I'm suppose to get. I've spent more time on the phone with them every week than I should be. I've lost my job due to the slower speeds. I've continued to pay for the higher speeds. I get 4 good days on average for ***************************************************** on the phone for hours when it's been found that problem is 3rd party they get internet from. The advertise get the speeds you pay for but you dont.don't. Asking them to get the right people to do the job so I pay for what I'm suppose to get. Credit my account. When internet is running correct my tests using twn app are 2.12gig download .99gig upload 5ms ping. I've included test of speeds pic. Download varies between 1.31gig and 1.67 gigs with upload always .59 gigs and ping *****

• Initial Complaint

  Date:07/31/2024

  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 have nothing but ongoing problems ever since they installed this wifi in my house I have no internet majority of the time it goes off all day and night I have to get on the computer at 5am just to get a connection and even then it does not work they keep sending me e-mails stating they have tried to contact me and they have not they are BIG FAT LIARS who like to take advantage of people and there money this buisness needs to be held accountable

  Business Response

  Date: 08/13/2024

  TWN strives to provide all customers with a positive service experience. Upon further investigation it has been determined that TWN was in line with our terms and conditions. We have worked directly with the customer to reach a resolution and consider this matter now resolved. We appreciate your business and would like to do all we can to resolve any service issues.

• Initial Complaint

  Date:02/12/2024

  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.

  My bank card was compromised and deactivated. I received my new card today. Auto pay is set for the 5th - today.Bill is not due until the 22nd. TWN email is threatening charge for declined auto payment this early morning.How can you do that?Again, due date is 22nd.I subsequently submitted payment on checking rather than the debit card and changed the auto-pay to direct bank account.That payment was declined, also, with another email charge threat.How can you do that?

  Business Response

  Date: 02/26/2024

  TWN strives to provide all customers with a positive experience. After careful review of your account, TWN maintains that we have acted in accordance with our terms and conditions and in adherence with our current policies. At this time, we have reached directly to ************ and consider this matter to be closed.

• Initial Complaint

  Date:09/12/2023

  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.

   
  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,
  
  ***********************************

  Business Response

  Date: 09/12/2023

  Upon review it is found that TWN has acted in accordance of our set forth Terms and Conditions. The refund for this customer was mailed out on 9/12/2023.

• Initial Complaint

  Date:10/11/2022

  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.

   
  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,
  
  ***********************

  Business Response

  Date: 10/12/2022

  We are sorry to hear that you are unhappy with your experience with ******************. We'd like to work with you to improve this experience. Because you do not hold an account with TWN, if you don't mind, please email us the best number to reach you and a member of our support team will give you a call at your convenience. We can be reached at ************************