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Business Profile

Internet Services

Mercury Broadband

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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:01/09/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 purchased internet service with Mercury Broadband and was initially very happy with my service. My bill was on auto pay off my credit card and I never really thought much about it.I got married on October 26, 2024 my wife and I got married and then went on our honeymoon the next week.While on my honeymoon I lost my credit card and had to get a new credit card issued. Mercury Broadband attempted to bill my card but obviously the bill did not go through. They then sent me a disconnect suspension notice including a late fee and suspension fee on December 13th.I called into their customer service on December 13th and explained what had happened with my credit card. I explained that I was willing to pay the bill but did not feel the service charge for the suspension and the late fee should be included since it was an honest mistake and I was willing to continue my services.They refused this offer and told me if I canceled yet they would charge me an extra $100 cancellation/deinstaliaton charge. As a result I got new service from a different provider at a lower monthly rate. Come January Mercury billed me again. I called into their and finally got to speak to a supervisor. I just wanted the service canceled and to pay the $195 but that was now $277. I explained I will pay the $195 but they now said I needed to pay them for them time that they had suspended the account. I told them I should not have to pay for services not rendered. They would not relent so I paid up just so they would stop.I feel as if this company has stolen money from me by charging for services not rendered. I paid to avoid any collections attempts or hit on my credit. I ask BBB assistance in possibility getting my money back for the month in which the account was suspended.

  • Initial Complaint

    Date:11/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Mercury is charging early cancellation fee of $200. We had **************** with this provider for six months. There was an issue where we lost connection to the Internet. We tried working with the company, they determined it was on their end. They told us they could not get someone out to our house to resolve the issue for at least a week. We explained to them that was too long go without service and the would not help resolve the issue. We canceled the service due to them breaking the contract with us by not providing us with the service we paid for.

  • Initial Complaint

    Date:01/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We started a free trial of highspeed broadband with mercury wireless a few months ago. At first it was great. **************** was among the best I've had. Fast forward to 2 weeks after we are locked in a contract. Tech call, no internet. They send someone to check it out. They comment that the location their own tech installed in was less than ideal. Didnt move it, and i asked him too. They replace our then 1 month old router. I explain that the installer reused old wiring that was already in place from the previous installer 2 years ago and asked if that *** be the issue. He said no. 2 weeks later. No internet. Takes 2 weeks to get someone here. Exact same scenario. Replaced router and left. Hasn't worked as advertised since. Over 3 months now, no customer service. We call, leave messages, get a support ticket and that's it. No follow up, no tech even scheduled.I was told that the last tech was sent to relocate the old router to a better location (currently in a laundry room cabinet where they insisted it be located), rewire our connection and switch us to a different tower. He did none of those. Mercury knows that because they told me that.Still no follow up from a tech.No phone calls, at least not from humans. When I answer the phone no one is on the line. When I call they say they'll call me back. Never happens.Currently I have been using another company for 2 months. Ive been left with no choice. Mercury was making it impossible to run my business. I've been trying to cancel mercury for 6 weeks. NOBODY WILL ANSWER THE ****** REPLY TO EMAILS OR RESPPOND TO MESSAGES!Yet when I refuse to pay the threats start, the calls start and the emails magically work.This company is terrible and I will NEVER recommend them to anyone.I share my experience everywhere I can because they are forcing me with their gross negligence.I know I have a contract with Mercury. It's for hi-speed reliable internet. I don't have that. I have 4mbs and even that is unreliable. HELP!

  • Initial Complaint

    Date:01/12/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Signed up with this service that was new to my area - it never worked well at all. We called a couple times, techs came out. We ended up switching service and we're required to pay $200 early disconnect even tho we'd let them know while we had the service AND at the time of disconnect that the service never worked dependably at all. I want the early disconnect fee refunded, plus each month of c*** service I paid for. I know they can look all that up in their little files and cut me a check. Do the right thing, Mercury.

  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 originally signed up for **************** through mercury broadband, picking their 125 mb service. After several months and several complaints because the service they were providing was not what I was promised (exceptionally slow service, constant dropping) I filed a complaint with the BBB. It was eventually resolved after several service calls, but after a month it was back to the same slow service. I was so frustrated that I dropped to a lower package, since I was never getting the 125 mb I was promised, and I even informed them that that was the reason I was dropping the higher package. After going down to the lower package I still wasn't getting the service the lower package promised, but at this point I was so frustrated with calling and complaining and receiving no satisfaction that I gave up on them. I have since changed **************** providers and called mercury broadband to cancel my service and was informed that I still need to pay the rest of my contract, 6 months, even though from day one the did not provide the service I was promised. I could understand if the were even close to the promised service but the whole time it was not even close, which I explained. Unfortunately I was told by one of their customer service managers that since I didn't constantly complain about their service there was nothing they could do for me. All I want, which I asked for, is to walk away without owing them any money and they can keep the months service I already paid for, even though I only used 1 days of service.

Mercury Broadband is NOT a BBB Accredited Business.

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