ComplaintsforConxxus

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They are installing fiber optic internet throughout my town. I am NOT a customer. However they were doing work by my driveway and have left for the day with giant holes on my property, trash all over my driveway and some huge yellow tubing in the road behind my driveway that I have no idea if it is safe to drive over so have basically trapped me. I tried to call their phone number but only get a message that says I can leave a message but never actually allows me to do so. This is completely unacceptable.

  Customer response

  06/13/2024

  This has been resolved.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 4th, Conxxus fiber install crew was working to install fiber along the right of way in front of my residence. Without permission, this crew utilized my driveway and yard to move their boring equipment. When doing this they leaked fluids all over my recently sealed asphalt driveway. I talked with the supposed crew chief, Aaron, that same day and was told they would clean it up right away, They did not return to clean it up. I have called the business twice over last 2 weeks to ask when this would be done. Each time, they promise to get back to me. Nobody ever does. I have tried with good faith to let this business remedy their mistake but they do not seem interested to do so. What I seek now is them to immediately come and clean their mess up so that you can't tell it ever happened, or I need them to reimburse me to get that half of my driveway resealed. Cost is expectexd to be around $1000.

  Business response

  06/01/2023

  This customers drive was damaged due to underground construction related activities in his town. Our construction department sent a team member to evaluate the damage and our company is paying for resealing the drive as requested by the customer.

   

   

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family have been using the same internet connection, previously through *********, now through Conxxus for over a year now. While it was always sporadic, ever since roughly mid summer of this year, a line of theirs was cut (by them possibly laying their new 100mbs line) and our services were lost for about a week. Ever since then, sporadic has changed to a constant issue, where we will have entire spans where either you are technically connected to the internet with very low download speeds that make using the internet near impossible, or you will have download speeds, but no upload speeds (no inputs will register, but the page you are open on will still work/stream). This problem is constant, appearing every day, multiple times through the day. We have also had multiple day outages 3 times in the last 7 months. Their customer service line operated normal business hours, which can make it difficult to get help during your most common internet hours, and have always been very nice and upfront about having issues. The real problem is that they have no remedies to these issues, and only can speak of future internet lines coming, but no dates. My recommendation to anyone looking at their lowest available packages (Their ********* options I believe), you will be better served to find most any other option.

  Business response

  02/09/2023

  Portions of the town that the customer lives in is affected by the same problem the customer is describing. We have been in contact via email, explaining the cause and work being performed to resolve his issues. Below is the most recent conversation and problems are expected and also communicated these issues via social media. attached is a word doc with previous communications. I have updated him again via email today with more information. this should be resolved after 2/10/23. thanks
  

   

   

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Conxxus is supposed to be doing work on our street. They had a locator come out and put flags in our yard to locate electric and gas. The flags went up almost 3 weeks ago. Since then we have seen no one from conxxus at all. The flags are still in our yards and when questioning about flags coming down so we can do our yard work we get no answers, results or otherwise. This is the 3rd time this has happened since spring. It is now winter and I need to do yard work before snow and I would like to put up my Xmas decorations. I would like these flags taken from my yard and I would like some communication from this cable service that is doing this for no one on our street. No one has asked for this service. Maybe some in town but not in this street. This is a very rude company. Very inconsiderate company. I need answers and now.

  Business response

  12/01/2022

  We are an ISP operating in accordance with all underground utility regulations and laws. The 1st incident she is referring to we believe was from an Ameren utility locate based on prior communications.  Although this person isn't a customer we serve many customers in that town including her neighbor. This person is under the impression she doesn't have an easement in her yard/lot which is incorrect. We have had multiple courteous and professional communications explaining this every time that she has reached out. 90% of the work has been completed(week of thanksgiving) and will be finished within the next 7 days. Once completed we will remove flags and restore any yard damage that may have resulted from the excavation work. Thanks - Conxxus

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Conxxus is bearing fiber optic lines in Tuscola. The crew is not staying out of peoples yards, they are digging past the easement, putting trash in peoples yards and leaving it, walking through people's yards, putting there equipment in peoples yards, they are rude when you complain. I took pictures and showed them to the company, I also watched them do all of this on my video camera. They proceeded to argue with me and yell at me. I dealt with ***** ***** ** * ************ *** ******** * ************. I finally asked for there attorney's information which they refused to give me and blocked me on ********. I want something done in regard to the problems they have created all over town.

  Business response

  04/22/2022

  Please see our response in the attachment. 

  BBB Complaint: Customer’s Statement of the Problem:
  Conxxus is bearing fiber optic lines in Tuscola. The crew is not staying out of peoples yards, they are digging past the easement, putting trash in peoples yards and leaving it, walking through people's yards, putting there equipment in peoples yards, they are rude when you complain. I took pictures and showed them to the company, I also watched them do all of this on my video camera. They proceeded to argue with me and yell at me. I dealt with ***** ***** ** * ************ *** ******** * ************. I finally asked for there attorney's information which they refused to give me and blocked me on facebook. I want something done in regard to the problems they have created all over town.
  *** first reached out to Conxxus via VM on 3/31 in which she stated that she was unhappy with the construction team and had advised she spoke with ***** ****.  That message was sent to FTTH Construction team to address her concerns about the damage she spoke of. 
  We were first contacted by Ms* ****** on Wednesday April 13th via ******** *********. Communication reads as follows: 
  *** ******* “I have called and left a message Twice for someone from your company to return my call and still have yet to receive a call back. I am not happy with the digging and trespassing of my property. They have dug in peoples yards, left trash, broke lines, damaged property, are rude, etc. I have signs up they say no trespassing and yet they still come on my property. I will not be using your company since you seem to approve of the way these people are treating the residents of the towns they come into.”
  ******** ************* ****** *** *** ******** *** *** **** *** **** ******* ** *** ************ **** *** *** **** ********** *** * **** ** ***** ******* *** ************** *** *******  ******************* *** **** ** *** *** **** ******* ** *** ** *** ******** *** **** ******* **** ********* *** ** ****” Can I have an email please? For communication. I’ll make sure mam. I’m the director and we’ll get you some info.
  On Thursday April 14th, I responded at 8:22am with the following: “Hi ***, I am the customer service manager.  Can you send me over your address please?
  *** *******  *** * ************ ******** *** ***** **** ** *** *** * ***** ** ***** **** * ****** ** ***** *** *** ** ****** **** ** **** * **** *** ** *** *** ** ********* ********* ***  I will make sure to pass that along to our Director of Operations as well.  I apologize for any rudeness as I can assure that is not acceptable from our company viewpoint.
  *** ******* ***** *** *** *** ******** ********* *** *** ********* ********  * **** ****** ***** **** *********** ***** *** ** *** **** *** ***** ******** ** *** ** *** *** ****** **** ****** ***** *** ** ** ******** ** ****************** ** *************  ********* ** ***** I sent the following message: ***, I was able to get information on your concerns. In terms of being on property, I have gotten assurance that we are remaining within the Right of Way, which is based on the parameters of the easement.  In regards to the disruption and digging.  Once we fully complete the construction of the town, our restoration crew will go back through the town to fix any issues that may be outstanding in regards to putting seed, sod and/or straw down to make it back to the way it was.  We do leave this until the end so that soil can settle but we are held by weather conditions on when we can officially begin that process. In terms of any trash or garbage left after our crews are present, i have addressed with our crews and advised to ensure that they are picking up their trash and we are not to leave trash in people yards. I can assure that that this is the hardest part of the process, but the service we are bringing to Tuscola will be a great asset to your community long term. You have my contact information so if you have further questions, please do not hesitate to reach out. ********
  *** ******* I have on camera two weeks ago they were walking on my property and there equipment was in my property. It was not until I called ***** **** and told him to get off twice and that I was watching them currently on my camera. On Tuesday I picked up there trash that they threw in my yard. I watched them do that as well. I have everything on camera. If they feel the need to lie about it I will be more than happy to post it online for everyone to see. I do not appreciate it being implied that I am not telling the truth. They clogged up my drain two weeks ago also causing my yard to flood and drain slowly. They have cut the orange pieces and just left them there and never threw them away either.
  And if this is the way we are going to be treated I have already spoken to multiple people who do not plan on going with your company because of the way they have treated all of us and our property.
  
  ******** ************* **** * **** **** ***** ** ** ** ********** ** ****** *** **** *** *** *** ****** *** *** ** **** ******** ** ** ***** *** ***** ** ***  **** *** * ** **** ** *********** **** ***** ******** **** ***** *** **** ** ** ****** ******** ***** *** ** ** ****** ** *** ** *** ******** ********* *** **** ***** ************** *** ******* ******* **** **** ******** ** ** ******* ***** *** ****** **** ** ***** ** ** ******* *** *** *** ***** *** ** *** **** ** **** ** ******* *** ****** **** *** ******* **** * ***** **** *** **** *** ******* *********** ** **** ********* ******** ** * *** **** ** ******** ******* ***** **** ******** ****  ***** **** ******* ** *********** *** **** **** *** *** ***** *** *** ** **** ********  ***** ** ****** ***** ** **** **** ************ ** ******** ********* *** *** **** *** ********* ***** *********** ** **** ******* ************** ** **** ****** *** ***** **** ** **** ****** * *** ********** ** ***** *** *** *** **** ******** ** **** ********  ******* ******* *** ** ** *** ******** ** ******* ** **** ******* **** **** ***** ** ********* ** *** ** *** ** *********** **** **** ** *** *****  *** **** *** ***** * **** **** ******** ******* **** ** **** **** ******* **** *** ********** ******** *** ******* ******** ***** **** ***** ** *** **** *** **** *** **** *** **** ****** ** *** ***** **** *** *** *** ********* **** **** ***** ** ** ******** **** *** ******  ******* ******* ***** ** *** *** ***** ** ****** ***** **** ****** ****** *** ** ****** ** *** ***** ** ** ***** ** *** ***** ** ****** ******* ** ******* *** ** *** ****** ****** *** ** ******* ****** *** **** ******* *** ** ****** ** ********* **** ** ***** ******* ************ ** *** ****** ****** ** *** *** ****** *** *** ********  **** ********** *** **** **** *** ***** **** ** *** ****** ******* **** ***** ** ** ***** *** *** ***** ** **** **** **** *** ********* *** ***** ** *** ****** *** ***** **** *** ******* *** ***** ****** ** *** ******* **** ***** ******* ** *** **** ** *** ** *** *** *** ***** ***** **** * ******** *** ******* ***** ******* ** ******* *** ********** ** ***** *** ****** ******** **** **** ******** ** *** ***** 

  
  

  Customer response

  04/22/2022

   I am rejecting this response because:
  
  Where I have trees growing is none of this companies busines. I am not the only complaint the whole city is not happy with them and I have pictures that can prove that they covered my drain. There crew ended up coming back on Easter Sunday and I uncovered my drain. They also had trash in my yard that I made them throw away. There is no junk in my yard anywhere. ***** agreed and his boss are horrible people and think they can treat women so poorly and I will not stand for it.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had the same internet service since approximately 2012. This internet service is very sporadic and unreliable. But it is nearly the only choice we have for the area that I live in. I have consistently paid every month since inception. Said internet service was previously provided by Heartland Cable. In the last year, Conxxus purchased Heartland Cable. On approximately February 2, 2022, my wife was contacted by Conxxus by phone, advising that we had to pay a $15 fee for, what they explained was receiving a paper bill. We paid said fee. The rep whom my wife spoke with advised that if we signed up for emailed and non-paper billing, the $15 fee would be credited to us. On 2/11/22 my wife contacted the company to find out what we currently owed. They advised we owed $45. At this time, I had my bank issue said money, via check. On 2/14/22, my wife received a message stating that we now owe $60. I contacted the company on 2/14/22, they advised that late fees were being applied, unbeknownst to our knowledge. They claimed I had not paid on time. They now claimed they did not have documentation of telling my wife we would be credited the $15, previously promised. I spoke with a head manager and explained that I pay every month consistently. The manager then advised that apparently this was not good enough and I would be charged an extra $15 per month unless I signed up for auto billing. I was never notified of this and did not acknowledge or agree to this. I advise the female manager that I didn’t want to give her free access to my bank account, given the fact that my wife had already been lied to and their customer service was giving bad information. The manager was unable to promise that I would only be charged $45 if I signed up for auto billing and advised that she would allegedly speak with her staff about inconsistencies in customer service. I am asking for reimbursement and better notification before implementing late charges.

  Business response

  02/23/2022

  This customer is a carryover from a company we purchased on 01/01/2021, so yes he has been with us since approximately 2012.  There is NO documentation in our system that he has had any call in in regards to services.  I have also confirmed with our CSR that she is not aware of this customer or their name.  Which also leads me to the point that they have been no documented issues with service.

  
  The customer did reference that he previously spoke with someone about the bill and they informed him that it was a “paper billing fee” which is not the case and again, there is no documentation that a conversation in regards to a “paper billing fee” was address. 

  Another CSR did place a call about a past due amount of $15 on 1/21/22 but had to leave a VM.  I did confirm with her that she had stated in her VM that it was in regards to his late fee, not a paper billing fee.

  
  This customer has 2 late fees on the account, one from a missed payment in August of 2021 and another from January of 2022.  There was a $15 payment that was made on 2/7/22 and that was applied to the oldest balance from August 2021 of $15, still leaving an outstanding balance of $15 from the late fee in January + the $45 for current services equaling $60 in total.

  
  Customer did ask us about auto pay and we explained that process to him.  He wanted us to verbally commit that he would never get charged a late fee and that no additional money would ever be taken from his account.  I did not commit to that and explained the auto pay feature again and specifically told him that if the payment was made and didn’t get returned then he would not incur additional charges.  We also explain that our auto pay feature is secure and that we didn’t have “access to his bank account”.
  
  In following up with his account, it also does appear that the customer made a credit card payment made in the amount of $60 and then it looks like there was a check payment that was sent in on the 16th in the amount of $45.  So there is a credit now sitting on the account.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my internet service effective July 12, 2021, which is the day I closed on the sale of my house I was getting internet service at. I returned my equipment to the Toluca office, as they requested. Apparently my service wasn't canceled correctly in the system and they continued sending bills to my old address in Toluca, which I did not get. Then they went ahead and withdrew 2 months worth of bills on September 15th. Which was $125.90. Upon seeing this debit from my bank account, I called Conxxus several times to get this resolved. I made calls and spoke to different customer service reps on 9/20, 9/21, 9/24, and 10/8. First I was told the money would be credited back to my account in 7-10 business days, but it wasn't. When I called on 10/8 they said the check had been mailed. I have not received it. Instead, I received another bill for $62.95. I also got THREE text messages on the same day with the same message about how they would be withdrawing the money from my account.

  Business response

  10/21/2021

  ******** is correct. There was an error on her account and her cancelled services were not processed correctly. Her refund was sent to the companies financial department on 10/8/21 and a check was issued to the address on file (*** ** *** *** ******* ** *****). We were unaware that the check was not received until this complaint was opened. The financial team has put a stop payment on the check that was mailed and a new check will be issued today and mailed out. All corrections to Michelle's account have been posted and there is no balance due. This was the mistake of our company, and we will reach back out to ******** to confirm where the check needs mailed as well as apologize for the error. 

*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. ↩