ComplaintsforBroadStar

Cable, Internet and Radio

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Initial Complaint
10/27/2022
Complaint Type:
Service or Repair Issues
Status:
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.
For the entire subdivision of season at spring creek in ********* *******, the internet goes out once or twice a week for an entire day straight. Most of the residents here work from home and these a** clowns show no remorse for randomly shutting down the internet. They do not answer customer complaints and when you call to complain they just transfer you to a voice mail line to get you off their line. This company has no consistent service and should be shut down.
Business response
11/04/2022
BroadStar is not the provider for this property please reach out to Fastlite if you would like to discuss ************ or ************.
Customer response
11/04/2022

Complaint: 18322173

I am rejecting this response because:
Broadstar is our internet provider and we have a broadstar router and pay a broadstar bill.

Sincerely,

*************************
Business response
11/14/2022
We are extremely disappointed to inform you that we have not been able to come to terms with Fastlite Please reach out to fastlite ************
Initial Complaint
10/07/2022
Complaint Type:
Service or Repair Issues
Status:
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.
The connection cuts in and out, disconnects my streaming of iHeartRadio or whatever else I have playing through my device. ********************** has had this problem in our home since 6/2022. Their quality is horrible! Our home is super technicalogically equipped, so this should not be hard for them to provide good quality. Our home is an easy transponder for this. Their quality is awful! The very same thing happens if we use your DVR service (doesn't fully record, incomplete recordings) as well as the ** service. It constantly stalls/********, etc. Awful! This happens daily now for months.
Business response
10/19/2022
Hello,
We will reach out to ****** and schedule a technician to come out and see if there is equipment that needs to be replaced, we want to make *************************** happy!
Initial Complaint
10/05/2022
Complaint Type:
Product Issues
Status:
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.
Submitted Ticket ****** on 08/11/2022 for Static IP (Required in order to use own wireless infrastructure since provided Adtran router does not function with my equipment as it creates a double NAT). I have called weekly since submitting this ticket (roughly 7 times now) and have been told they will call me when they have an update. There are numerous residents within the same community as me that have Static IP's and utilize their own equipment. Due to this issue I have been forced to utilize another ISP and pay monthly for a secondary service. When asking to speak to a supervisor I am told someone will call me, yet I have never received a call back.
Business response
10/18/2022
We have more static IP's on order and we are working on getting ************** the Static IP - We will certainly reach out to him as soon as we get an update. Unfortunately this does take time
Initial Complaint
10/05/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Broadstar has been unreliable from day one coming into our community. We have experienced internet outages multiple times a week, daily television freezing and interruptions, and terrible customer service.My family is forced to have a secondary internet due to the unreliability of Broadstar. They promised speeds, reliability, and so far we have not gotten returned phone calls, and didnt have coverage when we needed it most, during Hurricane ***.
Business response
10/17/2022
We show that ****** High has not called or emailed a service call regarding having any issues with BroadStar . We show one contact on 9/16 regarding wanting to remove the plume pod. If the customer is having issues we will be more than happy to schedule a service technician to come out and see how we can resolve the issue.
Initial Complaint
10/04/2022
Complaint Type:
Service or Repair Issues
Status:
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.
This company sold us a bill of goods that they can not supply, failed services and unreliable. 6 No show service calls. packages that were promised they are now trying to upcharge for
Business response
10/17/2022
We reviewed ********************************* account, he is currently not hooked up to BroadStar Internet, he will call in when he has time to make sure the internet is working correctly We spoke to ******************** and his streaming services seem to be better after the service call. ******************** will contact me if there are any issues to address
Initial Complaint
10/03/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
*** forced us on using this unreliable ISP. Worst customer service. ISP is useless when it rains, or bad weather. Frontier is always up and running.Waste of money since we have to keep and maintain 2 isp. Because BroadStar is that unreliable. We want to opt out on this service. *** should not be involved on ISP.
Business response
10/14/2022

We are working with ****************** to get his equipment upgraded to make sure he gets the services he should, We currently have a service call scheduled with him for 10/14 and we will follow up with him to make sure his service is working better!
Initial Complaint
10/03/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Very dissatisfied with Broadstars service starting with install. Before our actual scheduled install, they left my gate open which resulted in my dog escaping our yard. I was not notified prior that they would come into my yard. My install was scheduled for a Friday afternoon which I made arrangements with my work to be available for. They came by and stated they couldnt do the install because their server was down in Miami. At the very least they could have done the physical install. Since then, their internet and TV service has been so unreliable that I pay a competing internet provider so that I have internet for work. Not to mention during Hurricane ***, their service went down before the hurricane even made it to land. Their connection relies on Miami, ********, and for some odd reason, our clubhouse. I dont understand why there are so many excuses for their service to not work but my Spectrum internet has work perfectly fine throughout the Hurricane and otherwise. Also, it took them way too long to get service back up, more than they promised us when they sold the service. If my HOA did not force this on us, we would not continue with Broadstar. I ask that they improve their reliability, speed, and service - emphasis on reliability. I would like a refund for all I have paid since January. This has been a huge waste of money for my family.
Business response
10/14/2022

We apologize that the dog got out -it is our Goal to make sure that when we are at each home, we strive to notify customers if we will be on the property and we apologize this did not happen. We do not show ******************* has had to call in any service issues, we will reach out to her to see how we can improve her services.
Initial Complaint
10/03/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
BroadStar installation was completed on June 21, 2022. On that same day, I reported a problem to their customer service department, that I am unable to access my equipment when not at home due to them not providing me with a dynamic Public IP address. BroadStar Ticket # ****** All ISPs I have used in more than 15 years provide a dynamic public IP address. I also know that BroadStar has provided a public IP to some residents in the neighborhood, but they continue to ignore my open ticket. More than three months later, I'm forced to keep paying for another ISP service besides theirs. BroadStar was "chosen" by our HOA to provide TV and Internet services, yet this company has repeatedly proven incapable of following through and fixing long-standing issues. Not to mention their TV and Internet services are riddled with constant problems, unplanned outages, etc., etc., etc.
Business response
10/14/2022
We were able to provide ****************** with the Public IP address he requested.
Spoke to ******************** is working and we will call back on Monday 10-17 to send a technician to come out and see how we can fix the Zoom and the issues with the *** We are confident we can fix any challenges this customer is having

Customer response
10/14/2022

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 for the Public IP address request.

Sincerely,

*************************
Initial Complaint
09/29/2022
Complaint Type:
Service or Repair Issues
Status:
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.
We moved into ************* in 2019 and at the time was told that they would be switching out ISP, who at the time and still is Broadstar. Here we are 3 years later and we are still forced to use Broadstar as the apartment community does not allow you to switch to another company. Broadstar reports that they only come out 2x per week, on Mon and Wed. They came out yesterday and swapped out the modem, but we havent had service since. I work from home, fulltime, and since there is no Wi-Fi connection, I am out of pay. They have advised the earliest they can come is Monday between 1 to 5pm. This means that I will be unable to work as of today through Monday, which is unacceptable. Why are we forced to use this one company Broadstar, who clearly cares less about their customers because they know we have no other options and are coerced into using them. This is only 1 example of the poor service this company has provided. I also hope that we are reimbursed for the days that we fully have no Wi-Fi connection at all.
Business response
10/10/2022
We have credited a month of internet service .We normally will only credit for the days that the customer is down however we are crediting for the full month of internet on the account due to the inconvenience
We schedule technicians at the property Monday and ************************* ticket opened - no internet
Troubleshooting complete, ticket scheduled for tech visit 9/*********************** arrived as scheduled; no one was home, door tag left.
9/22 Customer called in and rescheduled for tech 9/28. The request is noted to make the first AM appointment because they need to leave at 2:00. Modem swap indicated with notes advising the current modem would not retain their custom login and password.
9/28 Tech dispatched
9/29 8:29 AM Customer called advising the swapped modem worked for a few hours, ticket rescheduled for 10/5. Customer was angry and stated was losing work hours.
10:14 AM **************** had escalated for a sooner dispatch and left a voicemail advising they were scheduled for 10/3 between 1:00 - 5:00.
1:25 PM Customer called asking for tech to come that afternoon because he was unable to work. ******************** Rep submitted a manager callback request.
2:20 PM Latidra called and requested a supervisor, second callback request submitted
They were seen on 10/3 as scheduled.
We checked performance records since the visit on 10/3, they have had no outages and are downloading a significant amount of data which is the norm when people work from home or are gaming.
.
Initial Complaint
09/20/2022
Complaint Type:
Order Issues
Status:
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.
This provider is price gouging. They have an exclusive contract with *********************** and they have been ripping customers off for several years. They know that tenants/owners are not permitted to get service from **** or Xfinity and therefore they charge unscrupulous fees and excessive charges. They do not participate in the federal subsidy program. They do not give Military/Veterans/First Responder discounts. They should not be allowed to operate in such a predatory manner.
Business response
09/28/2022
BroadStar Provides many lower priced internet and Cable packages , *************** is on Lowest priced plan . She should also be aware We do offer a Free option at this property , Digital in the clear is a option . This option has $80+ channels at no charge . We also offer a lower priced internet package if *************** would like to go over the lower price we can reach out to him
Customer response
09/28/2022

Complaint: 18053616

I am rejecting this response because:
The pricing is absurd for the services they provide. They do not offer any military or first responders discount and they do not participate in the federal subsidy program. They are a predatory company and should not be allowed to operate in this manner.
Sincerely, *********************
Business response
10/03/2022
Correct at this time BroadStar does not offer first responder or military discounts and we do not participate in federal subsidy programs at this time.
Customer response
10/03/2022

Complaint: 18053616

I am rejecting this response because:
Broadstar provides inferior service at an outrageous cost. They get away with it because the homeowners and tenants are not allowed to get service from AT&T or **************** Broadstar should not be permitted to price ***** its customers.
Sincerely,

*********************
Business response
10/05/2022
BroadStar Provides many lower priced internet and Cable packages , *************** is on Lowest priced plan . She should also be aware We do offer a Free option at this property

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