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Business Profile

Internet Providers

Summit Broadband Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Summit Broadband Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Summit Broadband Inc. has 7 locations, listed below.

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    Customer Complaints Summary

    • 100 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/19/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 in a community called Heritage Palms in ***************, ******* for at least six months each winter. I was paying Summit Broadband $20/month extra for a DVR. I had called them in March of 2023 to stop service because I was leaving May 1 and returning October 17. They never deactivated my service and continued to charge me through December 2023. They shut my service off until I paid the $318.69. I paid so I could get my service activated. Now, when I requested a refund they denied it. I offered to pay half but was still denied. This again is another case of big business taking advantage of its customers because they dont have any competition because my community contracts with them. *** owned my own businesses for fifty years and always prided myself on doing whats right for the customers. Summit Broadband needs to learn how to do the same.

      Business Response

      Date: 01/25/2024

      Summit-Broadband follow-up with our customer and refund $318.69 - our Accounting will mail a check out - will take 3-6 week to received - our customer aware.

      Business Response

      Date: 01/26/2024

      Summit-Broadband follow-up with our customer and refund $318.69 - our Accounting will mail a check out - will take 3-6 week to received - our customer aware.

      Customer Answer

      Date: 02/06/2024

      Sorry, but I dont remember receiving your prior request for response. I have received my refund in full from Summit Broadband. Im satisfied with the results of the BBBs investigation of my complaint. Thank you all very much for a job well done. 

    • Initial Complaint

      Date:01/17/2024

      Type:Billing Issues
      Status:
      Resolved
      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 September of 2023, this company charged me three separate times AFTER I canceled services with them over 9 months prior. They were supposed to credit my account about $140 but instead charged me that amount three times to equal a bill that is about $400. They acknowledged the error but seem to not be willing to fix it and keep on sending me the same bill every month and I've been calling every month and getting the same runaround. The website does not allow me to open my bills and view them online and after calling MULTIPLE TIMES, they have not resolved this issue for these charges. The customer support and billing team keep putting me on hold and not returning calls or giving me any updates on this issue. They are almost REFUSING to give me credit back and FORCING me to pay for these charges that they admitted were a mistake on my bill. I have had a ticket number opened with them since November 2023 and this issue is still ongoing.

      Customer Answer

      Date: 01/17/2024

      Company responded back and was able to resolve issue.

    • Initial Complaint

      Date:01/11/2024

      Type:Product Issues
      Status:
      Resolved
      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 cancelled cable service on 7 Dec 2022. Due to billing timelines, I have a credit of $122.86. I have called 5 times about my refund (22 Feb 23, 31 May 23, 13 Sep 23, 1 Nov 23, and 11 Jan 24). Each time Im told that a check should come in a few weeks. I have had an urgent request, and several messages/emails from the customer service reps to higher *** and the financial department. I never can speak to anyone higher up or from finance. No check ever comes. I feel like I have given Summit a loan and they should be paying me interest on my money.

      Business Response

      Date: 01/24/2024

      Summit-Broadband - follow up with our customer - account # ******** - advised our accounting will prepare a check and mail out by the end on this month which he will receive within 2-3 weeks after - please closed. 

      Business Response

      Date: 01/24/2024

      Summit-Broadband - follow up with our customer - account # ******** - advised our accounting will prepare a check and mail out by the end on this month which he will receive within 2-3 weeks after - please closed.

      Customer Answer

      Date: 01/25/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that as long as the check is actually processed and I receive it, I will will be satisfied with the resolution.

      Sincerely,

      *********************

    • Initial Complaint

      Date:12/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is the worst cable company I have ever seen. The cable is constantly going out on the Internet is constantly going out on my phone and the ** service is just terrible. In order to get stations. You have to pay an exorbitant amount of money and I just think its fair and I think the company should be put out of business and much prefer ******* Over anything else

      Business Response

      Date: 12/21/2023

      Summit Broadband try reaching out to our customer to schedule a service technician - for 3 days - no answer - message was left with our customer to follow- up if still same problems.

      Thank you

      *********************************

    • Initial Complaint

      Date:12/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 wife and I live in an apartment building which requires us to use summit for our internet service. The service is constantly going down. We have yet to go more than 60 days without some kind of outage. Most outages go on for several days. **************** is non-existent. They simply dont care. By all estimations they are a complete scam of a company. The fact that they require subscribers to have to call and request billing adjustments for these consistent disruptions, and even then it is near impossible to get anyone on the phone, says that this is an illegitimate business.

      Business Response

      Date: 12/17/2023

      Summit Broadband - follow-up with our customer and issued 1 month of credit $50.00 - which will show on customer next statement, customer satisfied.

       

      Thank you,

      *********************************

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Failure to uphold contract agreement.

      Business Response

      Date: 12/11/2023

      Account # ******** * Summit Broadband send a technician out on 12/08/2023 - our technician - replace the splitter to our modem - and all service was working before our technician left - a good faith credit was issued for the loss of service.

    • Initial Complaint

      Date:11/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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’ve had continual problems with my WiFi going out for significant periods of time, 7 times in the last month. Customer service does nothing, schedules a tech to come out a week later and the tech comes and is zero help has no idea what he’s doing or says he’s going to do something and doesn’t follow through. This company needs to be out of business, they are a terrible ISP, they’re incompetent and have no idea how to fix anything. It is a scam of a company. I pay $15 a month for their router and modem and it’s garbage, it has to be replaced all the time.

      Business Response

      Date: 11/13/2023

      Account # ******** - Summit-Broadband issued a credit for $30.00 to our customer account which will reflect to our customer next statement - we also scheduled a lead service technician to visit our customer on 11/15 to resolved service problem.

      Thank you,

      Ezamudeen H******

      ******************************

      Business Response

      Date: 11/13/2023

      Summit-Broadband - have an appointment set for 11/15 for a lead technician to visit and help resolved customer problem.

      Thank you,

      Ezamudeen. H******

      Customer Answer

      Date: 11/13/2023


      Complaint: ********

      I am rejecting this response because: I work from home, I have been without WiFi since 11 am. Summit did not open a ticket into the issue until 308pm because they needed so many people from the building to call, but then when we call we sit on hold over an hour. Ticket *****. This is the 9th time since the end of September I’ve been without WiFi for more than a few hours. 

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:10/13/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      This is a completely dysfunctional company. Their customer Service is appalling, and getting them to do anything is like pushing sand up a hill. Our video on demand was down for 253 days, and I have had them out to the property at least 20 times. Danny P*** is absolutely useless. He is not worth minimum wage. Lately the cable has been lying on the grass since May and being damaged by the landscapers. When called out on it, they take 2 weeks to send a crew out, but they have still not terminated the wire after 1 week. Chad in construction is not worth what they are paying him either. I feel sorry for the techs that have to work for this dreadful company.

      Business Response

      Date: 10/16/2023

      Account # ******** * Summit- Broadband Plant technician was dispatch out to our customer home today 10/16 to correct the plant side of service, will work to complete service problem.

       

      Thank you,

      ******************************

      Customer Answer

      Date: 10/17/2023


      Complaint: ********

      I am rejecting this response because:

      The pixelation issue and tiling has not been removed. The technicians agreed that their signal levels are far below what they should be, and this has been the issue that the we are trying to get them to resolve.

      Summit BB need to take ownership of the issue and work diligently to resolve it. Some thing that I have very little confidence in them being able to do.



      Sincerely,

      **** ******

    • Initial Complaint

      Date:09/19/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 moved into my new apartment on September 9th. Days prior I had called the sales department to confirm set up and instant on for my internet connection for move-in. I move and there is no connection. I call and the rep cannot give me any answers and says a tech will be out in a week. I SPENT A WEEK WITHOUT INTERNET THAT IS VITAL TO MY JOB. Once the tech came out, apparently they never set up my device with the serial number information provided on the router and boom I had wifi… temporarily.. 24 hours later, it’s down again. I’ve been on hold for hours so far still waiting. The customer support at Summit is the worst I’ve ever experienced. There’s never any actual advice. No one ever answers or calls back. This is by far the worst ISP I’ve ever used in the number of places I have lived. Never again will I live in a community that offers Summit if this is the level of support I recieve as a paying customer.

      Business Response

      Date: 09/28/2023

      Account # ******** - Summit-Broadband follow-up with our customer and all service is working fine after went out on 09/18 - please closed.

    • Initial Complaint

      Date:09/07/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 use Summit Broadband for cable and Internet. Customer service takes 30 minutes or higher. once bill is paid, they don't make any changes to reflect the current bill. It's a scam. Unprofessional joke of a company. For instance I'm on hold now for 36 minutes

      Business Response

      Date: 09/07/2023

      Summit- broadband called our customer and he stated all was taking care of yesterday when spoken to Anthony. I advised we are crediting the Digimax channel for one month. Customer is okay with this. Issue is close.

    Summit Broadband Inc. is NOT a BBB Accredited Business.

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