ComplaintsforBroadStar

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived in Magnolia Place for about a year and a half now. I pay for the highest plan Broadstar offers being 500mbps down in my neighborhood, which is low for the area. The other leading ISP in town offers 1 gig internet speeds and I used them prior to moving to this neighborhood with little to no issues. Since my move in date I have filed a new ticket every couple of months complaining about internet speeds. I regularly work from home and complained that getting on average ***** down is not acceptable, especially when ***** is if I am lucky. As I am writing this I am getting 16mbps with only one active device on the network, hard wired to the modem. I can count on one hand the number of times I have ran a speed test and gotten over 200mbps, and only on two hands then number of times I've seen over 100mbps. This recent 2 weeks was a breaking point for me after I opened yet another ticket only for them to want to schedule another on site technician as if somehow after all this time another modem is all I need. Prior to this redundant on site I received a call saying they believe they found a potential issue affecting my network, and were going to try and fix it remotely on Monday (today). It is now the end of the day almost 8pm, I have not received any follow up, my internet has not improved, I called their support again and was told there are no notes on my ticket and that the on site technician scheduled for tomorrow will likely figure out why my speed is slow (he wont). I then decided to call back and speak to the billing department to demand some form of credit to my account after over a year of trying to fix this issue. I got the same person on the phone, who told me there is nothing they can do for me until the issue is resolved. Which is mind blowing to me considering they haven't fixed it in over a year.

  Business response

  09/29/2023

  On 9/10/23, we received a report of an issue, which we promptly addressed by replacing the modem on 9/22. We wish to assure our valued customers that our proactive monitoring efforts will continue to ensure seamless service delivery. As a gesture of goodwill, we have credited the customer's account for one month of service. Should you have any further inquiries, please do not hesitate to reach out to us.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Continual service interruption

  Business response

  07/18/2023

  I'm sorry, but we do not have a record of this individual being associated with the BroadStar account. As a security measure, we cannot disclose any information to unauthorized individuals. We will contact the person at the address listed and review any issues. 

  Customer response

  07/25/2023

  I have tried contacting Broadstar with no success. We experience repeated service interruptions. We live in the ********************* and other people are having the same problems. 
  *********************

  1762 ****************

  ********, ******* 33810

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

  Customer response

  07/25/2023

   
  Complaint: 20312550
  
  I am rejecting this response because:

  They have failed to contact us. 
  
  Sincerely,
  
  *********************

  Business response

  07/27/2023

  We have contacted the account holder , we do not have ********************* associated with any account .We have  attempting to contact account holder to add ********************* to the account so that we may assist him with any service issues that are occurring.We have been unsuccessful .

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  roadstar came into my community and was installed in my unit 10.15.2021. This paid thru my maintenance fee and they promised internet speed of 500mbps. As I work from home, my internet has had issue since day one. I have a filled file folder of tickets with techs coming to my home replacing equipment thinking this will fix the issue. Most recently, I had a higher tier tech come to my home and was told the issue are caused by and outside box installed wrong along with various other internet issue that they say they are monitoring. It is now 5.8.2023 and this issue has had a profound effect on my business and still no resolution. I am aware that because I pay thru my maintenance, I cannot withhold payment and do not know what other recourse I have regarding getting this fixed. I live in an association and cannot get my own internet service as this is also for the ** which had problems as well. I need help in getting this company to do their job after this amount of time as I am at my **** end. I would like to keep this complaint discrete as I am afraid the *** will come after me

  Business response

  05/17/2023

  Hello , 

  We have escalated this issue and we have the *** Going out to this customer to see if we can determine what the issues are , we have been several times and can not get to the root cause of the customers issues. We will continue to work with the customer as best we can to resolve the reported issues 

  Customer response

  05/17/2023

   
  Complaint: 20032279
  
  I am rejecting this response because:
  I have been hearing this excuse since 2021 and I am wondering if they even know how to fix the issues. The only reason a tech is coming tomorrow is I have been emailing daily for 3 weeks
  Sincerely,
  
  *****************************

  Business response

  05/24/2023

  
  On May 18th, a team consisting of the CTO, technician, and VP of Engineering visited the customer's home to investigate an issue. After conducting several speed tests and troubleshooting, they determined that the problem was with the customer's laptop. They advised the customer to contact their work IT team for assistance in resolving the laptop issues.
  
  
  --
  
  

  Customer response

  05/25/2023

   
  Complaint: 20032279
  
  I am rejecting this response because: 

  This is the second time my tech is reviewing the same issue. Upon initial review he again stated the laptop is not the issue. Right now I only want to know if these TV wifi issues can or cannot be corrected. Just a simple yes or no so I can move forward

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed up with Broadstar for internet service. We were not aware that they were partners with Fastlite network services which provided the internet services. They sent a letter in January they fail to reach an agreement and they would be handling billing and fastlite would handle internet and support.We have not had service, you cannot contact fastlite on all of their phone numbers published on their website belong to other businesses. Broadstar gave us ********** and that number goes to a voicemail that is full and hangs up on you. We called Broadstar to cancel service & request refund from January to March since we moved to Spectrum and it goes to a voicemail at 8:06 am.We are asking for a refund and cancellation of this account once and for all.

  Business response

  03/28/2023

  Thank you for contacting BroadStar we show that *************************** contacts BroadStar on 3/20/2023 and we were able to cancel her service as requested, the account will be prorated on 4/15 and we will reach out to the customer to determine what the refund will be on the account.

  Customer response

  03/29/2023

   
  Complaint: 19622693
  
  I am rejecting this response because:

  Broadstar accepts no responsibility how the customer is treated because they have failed to reach an agreement with fastlite network.

  Since they collect the billing and do not know when there is a disruption of service or when there is no service provided thru partner fastlight network. We cant even contact fastlite as all of their published numbers were disconnected and the one number has a voicemail that drops the call. Broadstar collects the money and when you call in is their only proof to cancel your service. My neighbors are all broadstars customer and have had many outages and no way to get a hold of them. No credit. But billing goes on. 

  when we first signed an agreement it was with Broadstar. Their treatment not to contact them fastlite equipment which was delivered at the time we signed with them leaves us the customer liable to be charged for this equipment. Fastlite does not answer their phones and we have their equipment. what I am suppose to do with this. I will not take further action its up to these two companies to get this issue. Resolved. 
  

  When I called Broadstar I asked was my service active. They said yes. I asked twice because I knew they were lying. Because I already had active  service with Spectrum and the fiber optics from Broadstar were not active. So how did I have service if they are only providing billing services.  They dont, because they donot interact with fastlite. And why would fastlite tell them because they want to continue charging for services they are not providing. So this needs to be investigated. They cant prove how long we had no service when they notified us as of January **** because they no longer interact with Fastlite.

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

  Business response

  04/03/2023

  Thank you for contacting BroadStar we show that *************************** contacts BroadStar on 3/20/2023 and we were able to cancel her service as requested, the account will be prorated on 4/15 and we will reach out to the customer to determine what the refund will be on the account.

  Customer response

  04/03/2023

   
  Complaint: 19622693
  
  I am rejecting this response because:

  what does this response actually mean will be prorated on 4/15. What is that date end of term?is this a refund they are sending for what time frame?  Equipment is still at the ******* home. Finally got thru to fastlite phone, some male answers, didnt ask for my acct, didnt confirm my name or phone number, ask for my address, said some would pick up on Saturday 4/1. They never called,  never showed up, the saga continues.with this company. 
  
  Sincerely,
  
  ***************************

  Business response

  04/06/2023

  BroadStar has spoken to the customer on 3/21 and we advised her that we will ororate back to the date she canceled on 3/18/2023 . BroadStar Stopped the bill lines and the account will Prorate back on 4/1/2023  We can not speak to  why Fastlite did not answer , take the information ect . BroadStar Shut down  the billing on the account and it will be Prorated back on 4/15/2023 

  Customer response

  04/07/2023

   
  Complaint: 19622693
  
  I am rejecting this response because:

  I'm am done with this complaint. 
  We will wait for FCC. We wanted to make others aware and ask that they file a complaint thru BBB and FCC. The equipment has not been picked up and service disrupted in January not March.

  You can close it. I expected them to go back and actually check when service was disrupted and it's not when the call was generated. 

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

• Initial Complaint

  02/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  For the last three weeks I keep losing internet and low signal they keep telling me that they are going to send a tech out never getting results no tech getting a run around everytime we start to order groceries or go on line low signal not getting the 5G WiFi I have called a number of times and complained so I am turning to you for help

  Business response

  03/06/2023

  BroadStar was able to escalate Mr. ******** issue to our Tier 2 technician, we have adjusted this distribution and this customer should find there are no more issues.  BroadStar has credited a month of service for both the internet and the ** for $77.87.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Internet speeds not as promised. TV is a joke constantly have to reset the fire stick as it freezes up

  Business response

  01/03/2023

  We will reach out to the customer and schedule a technician to come out and see how we can help with the Tv and internet speeds

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I first called Broadstar, it was to setup internet installation and activation in my new home, but they couldn't schedule a date or give me a timeframe on when they could get a technician out to do that. I did this a month before moving in. Eventually, I had to reach out to my builder and they gave me a different phone number to reach out to which was Fastlite who does the backend of things. It was super easy to contact Fastlite and they were helpful in doing the setup/installation. The internet provided though is a different story. It's constantly going in and out and service is never consistent. My partner works from home so that has affected her a lot and she has had to miss quite a few days of work so far due to this issue and it's costing us because she doesn't get paid for the time off. We've only lived at this house here for two weeks and we're stuck with an internet company that can't provide reliable service due to a contract our neighborhood is stuck in so no other internet provider can service our neighborhood. It's hard to reach them. A lot of the times, their phone goes to voicemail because it seems like you can only wait the maximum of around 5 minutes before it auto sends you to voicemail when you're trying to call. When you do reach them though, they can never give a timeframe on when things are going to be fixed. Just for today, the internet has gone out just for 11/30/22 from 8:47-8:56 AM, 9:35-945 AM, 9:56-10:05 AM, 10:43-55 AM, 11:57 AM- 12:06 PM, and the most current outage started at 12:40 PM and is ongoing as I write this review around 2 PM here. My partner is an authorized user on the account and has tried to contact them constantly. There really has been no resolutions. It always seems that there's something happening that causes disruptions in internet service. There's been at least 3 emails in the last couple of days so far notifying us of a disruption in service, but no time frame or follow up on resolution.

  Business response

  12/12/2022

  BroadStar is a 3rd party provider for Fast lite - BroadStar will reach out to Fastlite and the customer and see how we can help this customer . 

  Customer response

  12/13/2022

   
  Complaint: 18484183
  
  I am rejecting this response because:
  
  We do not have an account with Fast Lite. We have an account with Broadstar and they are the ones who bill ** and not Fast Lite.

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

  Business response

  12/14/2022

  BroadStar is a 3rd party provider for Fast lite - BroadStar will reach out to Fastlite and the customer and see how we can help this customer . 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broadstar took over service for our community and has been a disaster since.Daily internet and cable outages. Working from home is very difficult. Employers are understanding to a point then it becomes a lack of job security. Calling tech support your transferred to voice mail and calls are not returned

  Business response

  12/12/2022

  We will reach out to the customer to schedule a technician to come out and wee if we can address the issue 

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Has been out since 11/25/22. Freezes up at times. Remote ***** through batteries every other day

  Business response

  11/30/2022

  
  The customer spoke to our customer service department and was able to get them up and running, We don't show this customer has had to have any service calls but we will reach out and make sure they are still up and running and no longer has issues.
  
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This internet is scary bad. They lie and said they would give our HOA 2GB speeds. I consistently see less than 300mb. You can not do zoom meetings, teams, discord or any other audio/video work from home related activities as it always cuts out and lags. They do not fix things for you. And stick you into a contract. There are constant disconnects throughout the day as well. I work from home and am not getting the speeds we were promised, cant use any audio/video conferencing since they have installed it and stated they would fix, nor can my children play games online without lag. This is all under a plan in which they promise 2gb speeds!!

  Business response

  11/30/2022

  We are working with the customer on his issues and working with him to address the troubles he has been having. Our goal is to make our customers happy and provide them with the speeds and service they are contracted for. 
  
  

*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. ↩