ComplaintsforBroadStar

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broadstar is the absolutely worse cable and internet provider I have ever dealt with. *** lived in several different parts of the ** and have had just about all the major companies at one time or another. The cable and internet service is terrible and their customer service is even worse. Ive had no internet service for 6 days now and cant even get a call back. Every time I call I get the same line, someone from scheduling will call you back and they never though. Worst part is this is a community and they are the sole provider and is contracted for another 2 years. The *** is helpful but cant get anything done. They are surely to lose the contract so they dont care. The bill is included in the *** so they dont care, theyre getting paid either way so they dont care about me as a customer or my problem. Worst part is most of this, is that this community including myself is used as a short term rental and without internet we have no access to our cameras, door locks, thermostats, pool heaters, and other internet dependably devises. And the icing on the cake is, they cant go into the unit without someone being present so I have to fly down from ********** to ******* with out knowing if theyll even show up even if I do get an appointment. Disgraceful

  Business response

  09/13/2022

  BroadStar has serviced this customer. We apologize for the delay in service.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at ********************* in *********** ******* for years and when Broadstar became the internet provider I initially had no issues. However, MONTHS after I moved out I was sent an email about a payment declining for an internet service I no longer had as I moved out of my unit and no longer used this company for internet. They claim that I have missing equipment of which I never had in the first place. A remote and **** dongle that didnt exist when I first moved into a new unit after being moved for mold exposure in my previous unit. Each unit has their own internet box (bolted into the walls, so you cannot remove it), a cable box, an **** dongle and a remote. I never used the cable and so I didnt notice when I first moved in, the **** dongle and remote never existed, since I was used to not using them at my old unit. Now they refuse to take the bill for the supposed missing items off of my account, continuously attempt to charge my card and tack on late fees. *** explained the situation to them multiple times and they wont understand or try to resolve it. It isnt a bill I can pay as I have a different internet provider now and Im tired of contacting them to try and resolve an issue they simply wont understand. Ive even explained I have no use for these items if I dont have the cable box too, so why would I take them?

  Business response

  08/24/2022

  After investigating this account I have decided to credit the account for the unreturned equipment fee. There should be no further action needed.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Broadstar Internet service for a little over a year and for the most part was completely satisfied. Although I do not use it for work, I have systematically installed smart devices in my home to make our life easier and safer since we are elderly and limited in our mobility. Approximately 2 months ago we lost service completely. **************** was contacted and we were informed a cable had been cut and they were working on repairs. 2 months later and still no service. Sometimes it will come in for a couple of hours (I know this because my security system will go active) and then no service again for days. **************** is absolutely no help - same response everytime: "we are working on it and have no time frame for completion". Today when I called and inquired I was given the response then hung up on. And I am still being billed for the service. Very unhappy and frustrated customer.

  Business response

  07/13/2022

  BroadStar has been in Contact with *************************, We have advised that at this time we do not have an update as to when the line will be fixed, however, we have given credit on the account from  May 26th. We are working on getting the line repaired and will reach out as soon as we have a date  
  

  Customer response

  07/14/2022

   
  Complaint: 17491097
  
  I am rejecting this response because: I do appreciate the credit that is being applied however this not help  the fact that there is no reliable (mostly none) internet. I honestly was very supportive of Broadstar previous to this incident and  made my house environment and security "smart" because of the reliability of the service.  I am now forced to use my wireless data plan at an expensive rate for security and safety purposes.

  I also feel a lack of truthfulness in Broadstar's continual response of a line being cut and someone is working on it!: 1)  I have not seen any repair people in our area at all; 2)  intermittent service IS NOT a symptom of a line being cut and 3)  it should not take 2 months to make repairs!

  I would very much accept HONEST answers.

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

  Business response

  07/19/2022

  The property cut the lines and we are working with the property as it is their responsibility, as they cut the lines. Unfortunately at this time, I do not have an update as to when the line with being fixed. This is mainline and has been temporarily patched however the patch was not enough to prevent intermediate issues. When we have an update, We can let the customer know.

  Customer response

  07/19/2022

   
  Complaint: 17491097
  
  I am rejecting this response because: As a former oil and gas pipeline manager I fully understand the frustration of the outage caused by contractors or property owners not following proper procedures and (I am assuming) not doing a one-call, BUT while you all squabble over responsibility the customer is the one affected.   We have no other options for service.  A company that is customer focused would make the repair while pursuing legal remedies for responsibility.  If Broadstar does not intend to make this repair or service this facility please let me know and I will gladly dispose of the equipment that is of no use to me.

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

  Business response

  07/27/2022

  At this time, we do not have a resolution we can offer other than what we have already advised  - We will continue to credit this customer for intermittent ********************. If we have more information we will update the customer.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to present my case and that of many people who live in *********************, it has exclusivity with the internet company BROADSTAR which are abusive thieves since they charge too much, they charge installation, plus the month and on top they charge you a deposit, when no company does this, they want you to pay them 300 dollars down payment when other companies are 60 dollars a month and already, they charge you the rent of the router which seems absurd to me because it should already go in the month and The worst thing is that I've been living here for almost two years and I don't have internet because of the ridiculous charges and our neighbors tell us that they keep them without a network, is it possible that someone regulates them? we feel powerless and they do not give us any solution or option, thank you have a nice day

  Business response

  06/27/2022

  BroadStar does charge an activation fee of *****. The only time a customer needs to have a deposit on file is if they opt-out of our autopay. BroadStar does not charge a down payment.BroadStar offers internet for as low as 40 per month with a bundled discount. BroadStar does charge for the Modem rental. We show no recent contact with this phone number or resident. If the resident would like to discuss pricing we can reach out to her!

  Customer response

  07/01/2022

   
  Complaint: 17445705
  
  I am rejecting this response because: what I am saying is what the broadstar advisor told me when I tried to obtain the service for the second time, those are the values that they gave me, I do not have to invent anything, they never spoke of a rate of 40 dollars, they told me that the minimum was 59 plus monthly equipment rental 14 and that if you wanted to obtain the service you had to pay a deposit of 100 dollars, no internet company charges a deposit and apart from the installation 66 dollars more, they are thieves who want to collect what they give them they win, all the people I've talked to in the ************* condominium say the same thing, they charge what they want and the service is terrible, they never have a network and you have the business with the condominium administration they also get their share, I m left of course this is a losing fight they wont even lose. 
  
  Sincerely,
  
  Carolina Ros

  Business response

  07/12/2022

  BroadStar will be happy to reach out to you and discuss the correct rates. The only time a customer would need to pay a deposit is if they are not signing up for auto pay. The information I provided is correct . If you would like to become a BroadStar customer I will be more than happy to get you set up

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broadstar was selected by our ********************** to install cable services to all our homes. We have several emails detailing how this was going to take place, which included representatives from Broadstar reaching out to homeowners when they would be on our property and work with us to determine the best location to install this cable box on the sides of our house. Well over a month ago, a representative who did not speak English came on my property and installed a large box on the edge of my property line. They also appeared to dig a trench and run a cable to the side of my house right outside my kitchen area (unbeknownst to me at the time ). Flash forward a couple of weeks and a representative came knocking at my door advising they needed to install the box on the side of my house. When I asked where, they proceeded to show me the spot under my kitchen window. I advised this is not where I want the box to go and it should be placed over by my garage where the other cable provider, Spectrum installed their stuff. The rep advised they cant do that and I said i need a manager to call me. Gave them my number and never heard back. 2 weeks later another rep showed up and threatened my wife saying if we dont install this box today, they will charge you. That isnt going to happen as I was never spoken with about their intentions and they just came on my property, without permission, and chose what worked for them. I called and spoke with **** last Tuesday who scheduled a tech to come out Friday June 3rd from ****. They never showed up and no phone call. I called yesterday and spoke with ****** who reiterated this charge on my account and I have for the 4th time now requested a manager to contact me as I am not paying for any installation charge when this company has continued to ignore me and never once reached out yet. I am out of options at this point and ask that you assist.

  Business response

  06/16/2022

  BroadStar sent the field manager out to the customer on 6/15 to discuss where the outside box was going, and the cost for the wiring . We are working with ************** to determine where the box and wires need to go. We anticipate we will be able to determine where the equipment will need to go to best suit both ************** and BroadStar.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is we have been using this company due to an HOA and the internet company has been out to our property at least 10 times and they have replaced ever part of our internet including, modem, fiber Optic lines 3 times, adapters, and we still lose internet quite often, at times for 2 or more days, and on top of that I work from home, which interferes with my job. They are also charging us for 2GBs which they are advertising, of which it has been confirmed we are getting less then 1 GB, which is false advertisement.

  Business response

  05/12/2022

  BroadStar advises speed is up to 2g Hard wired and cumulative. We advise that speed may be limited on older devices that cannot support up to 2GB. You may have older wireless cards in laptops, computers, and game consoles that can only receive up to 100Mpbs. As ****** has experienced trouble with the  service we have given one month of credit on the account

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HOA is in a contract with Broadstar. We have little to no internet in our home for the entire year weve owned it, even standing right next to the modem. We have been asking techs to come out to service our home since September 2021 and they have yet to show up! I have scheduled techs to come out over 20 different times! No call, no show. We do not live here in *******. We use the home as an AirBNB. We have flown here 3 times just to meet techs and stressed to Broadstar that we only coming in town to meet them and they still did not show. I have ever been treated so poorly by a company Im paying. To make matters worse we are not allowed to use any other internet company. We are trapped!

  Business response

  04/25/2022

  
  ****** Hoods started calling in for service issues on 9/22/22 BroadStar went by the Location 5  times from the 22 to the 28th no one would answer the door.  ****** was contacted to advise we were not able to get into the location as the Airbnb tenants did not answer the door, ****** advised at that time she did not have a phone number for the tenants and would email them - we tried to go back  7  more times door tagging each time.
  BroadStar was finally able to gain access on 2/14 and replaced the modem. BroadStar did not receive any more complaints about this location until 4/11 the tech was dispatched out  on 4/15, there was no one at the location we will be going back on 4/26.  We will address any issues we find when are granted access.
  
  
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The internet company that has locked out my apartment complex - meaning no other service providers can conduct business here - is saying that I am not "allowed" to use my own modem. Instead, they are forcing me to rent a modem which is an ***** ******* a modem which has is publicly known to have faulty hardware. The hardware in these modems has been subject to a class action lawsuit for its poor performance and slowing down of internet speeds. I did not sign in writing nor do I see anywhere in writing a modem is "mandatory" to rent from the company, all I was told by management this morning (10/01) was that it was their policy as of October 2020. However, they failed to disclose this policy in writing or even a phone call. Management also seemed nonplussed by my complaint and offered no solution other than telling me I could not use my own modem repeatedly and kept referring to their arbitrary policy. References for the faulty hardware: ************************************************

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/11) */ ******* **** lives in a community that does not have a bulk agreement with BroadStar. He is not obligated to utilize BroadStar services or equipment and is free to choose whatever provider he likes. Consumer Response /* (3000, 7, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This statement is FALSE. When I was looking to establish internet in ******** Place in 2018 when I first moved here, the leasing office told me that Broadstar internet was my ONLY choice. There is even a Broadstar car ON SITE who works this area since they are the sole provider. I have even checked availability with all other internet providers and there is no availability for other internet access in ******** place. Unacceptable response. The crux of the issue is that Broadstar is giving out FAULTY HARDWARE. They have "locked out" other neighborhoods as well in Gainesville. There is no other option for internet in ******** Place besides Broadstar. This is not an answer and does not even attempt to address the real issue at hand. And, to quote the response from the company: "******* **** lives in a community that does not have a bulk agreement with BroadStar. He is not obligated to utilize BroadStar services or EQUIPMENT and is free to choose whatever provider he likes." Then why can I not utilize my own modem and why have I been told repeatedly by customer service that I can not use my own and "have" to rent their modem? The company's statement makes no sense on two fronts. Business Response /* (4000, 9, 2021/10/18) */ BroadStar does not have an exclusive Bulk agreement with ******** Place, therefore Mr. **** can utilize any company that will allow him to use his own equipment BroadStar does not allow customers to bring their own equipment due to interference issues. Mr.**** has had Broadstar services since August 2018 and has been renting a BroadStar Modem since being installed. BroadStar replaced the modem In February of 2020 and Mr. **** had not called to advise of any service issues until 9/30/21. He stated that he had bought a modem and wanted to use it. We announced that we do not allow customers to use their own equipment. We offered to send a technician to do on-site troubleshooting, but was refused. The BroadStar vehicle that was on site for an unspecified amount of time was broken down and has since been towed. There are no full or part time technicians on site. They are dispatched whenever a customer is in need. Consumer Response /* (4200, 11, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know more about what "interference issues" exactly means. Never have I, nor any one that I know, heard of an internet service provider not allowing customers to utilize their own hardware. As per emails with ******** place management, Broadstar is the only high-speed internet provider available to renters such as myself. The only alternative is satellite (which is not high-speed), meaning Broadstar has a de facto monopoly over broadband internet for renters in ******** place. Also, it was never "announced" in any media that customers are not allowed to use their own hardware, it was something I was told about on the phone by a customer service representative after I purchased my own modem. This policy went into effect over a year ago according to the manager I spoke with. I never received ANY email, text, or written mail stating this policy on behalf of Broadstar. They are also refusing to acknowledge the bigger issue at hand which is the terrible hardware they rent out and force customers to pay for. A technician visit can not solve the issue with the ***** ****** modems that Broadstar rents out which is why the service request was refused. So, the statement that I can utilize ANY company is abjectly false and ******** Place management has said as such in emails which I have on record. I will not be subject to using satellite or dial-up internet because it does not suit my needs and no other high-speed internet provider is available in this area. I challenge any Broadstar customer service representative to tell me which other companies offer high-speed internet access in ******** Place besides their own. Does this company also mean to tell me that the Broadstar vehicle that was on site overnight multiple times was broken down multiples times as well and was just there by happenstance each time I came home at night? And that the front office staff knows the Broadstar technician by name only because they are just one of many providers in this area and ****, the Broadstar technician comes by for coffee every day? Or is it more likely that they (the front office) are so familiar with **** because this leasing office works so frequently with Broadstar who has, once again, de facto monopolized high-speed internet in this neighborhood? I have never lived in an apartment complex where internet company technicians are so frequently on site nor so well-acquainted with leasing staff that they are on a first name basis. I will reiterate that this company has not offered any solution other than "take a hike" or "we can send a technician out" which, again, can not repair faulty modems. If the BBB will notice, Broadstar does not even mention the poor quality of hardware they force people to rent or even offer an upgrade on their end, they simply tell the consumer to take it or leave it. I offer another challenge anyone who works at Broadstar: go try and buy an ***** ****** (the modems Broadstar forces me to rent) and they will be unable to find one anywhere that is not secondhand. This company refuses to offer any solutions and continues repeating falsehoods about my availability of service provider options. Business Response /* (4000, 13, 2021/10/29) */ Mr **** has reached out to ******** management and they have also advised that BroadStar is not exclusive , There are residents in ******** that use **** and other satellite providers As his property manager advised *** is also an option for him however he may need to pay for lines to be ran for installation .If Mr **** would like to continue services with BroadStar he will need to rent the modem . BroadStar does not have an exclusive Bulk agreement with ******** Place, therefore Mr. **** can utilize any company that will allow him to use his own equipment BroadStar does not allow customers to bring their own equipment due to interference issues. Mr.**** has had Broadstar services since August 2018 and has been renting a BroadStar Modem since being installed. BroadStar replaced the modem In February of 2020 and Mr. **** had not called to advise of any service issues until 9/30/21. He stated that he had bought a modem and wanted to use it. We announced that we do not allow customers to use their own equipment. We offered to send a technician to do on-site troubleshooting, but was refused. Consumer Response /* (4200, 15, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is astonishing the level of indifference BroadStar internet is showing in their responses to myself and the Better Business Bureau (BBB). I would have hoped by now they would have at least attempted to mention the fault with the modems they issue, but they keep repeating irrelevant things about my length of service and lack of calls PRIOR to there being an issue. Well, BroadStar, work and school needs change for human beings and they address those issues accordingly. Why can BroadStar not offer better modems if they force customers to rent them? Why has this company offered quite literally no solution other than repeatedly bringing up the irrelevant fact that I did, in fact, deny a service call from a technician or the length of my time as a customer. I do not need a technician to tell me these ***** modems are faulty at best. *** communications has thoroughly stated that they are unable to give me service. This is because when my apartment unit was built, BroadStar internet did have a contract and ran the original lines. It is truly insane that this company is just repeating themselves with no helpful information or alternatives whatsoever and that myself, a disabled veteran customer, must resort to writing dissertation-length responses every time BroadStar replies with a nonplussed attitude. The entire point of engaging the consumer by way of the BBB is to offer solutions, which BroadStar has not done. This mediation effort on behalf of the BBB even asks if I accept the business' proposed RESOLUTION, and I must continue to reject BroadStar's statements because so far, they have not proposed any solutions whatsoever. At the very, VERY least, I would like some verifiable proof that BroadStar actually announced this policy to their customers at the alleged date because as I have stated previously, I received zero notification about this policy in any media be it digital or physical. It seems as though I am being stonewalled for no reason, since BroadStar cannot explain what "interference" means regarding personal modem usage. They have not attempted to explain to me, the customer, why such a policy went into effect. It is a shame that not only did I have to contact the BBB, but I have also had to contact the Federal Communications Commission, the Florida Attorney General's Office, and Florida Department of Agriculture and Consumer Services because of this company's unwillingness to provide any form of customer support. What a truly shameful display to not even pretend to care about the customer's needs or issues on public record. I hope when BroadStar replies the next time, they offer some form of a resolution instead of repeating the fact that I've denied their offer for a service call or that I can get satellite. I also truly hope that they do not yet again repeat the abjectly false statement that I can utilize *** communications for my internet needs. Lastly, I will state that I am well aware of the availability of satellite internet, but that is not an acceptable alternative to broadband internet for my needs. By proposing satellite, BroadStar is asking the customer to incur further costs without offering any solution to the problems with their own service. I challenge BroadStar to offer a resolution to this matter instead of copy-pasting their previous replies. Business Response /* (4000, 17, 2021/11/12) */ BroadStar understands that the Mr **** would like to use his own modem however BroadStar Does not allow customer to use their own modems. BroadStar is not exclusive and We have also responded to the FCC complaint. The facts have not changed , we are not the only internet provider Mr **** can utilize

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