Complaints

This profile includes complaints for Crystal Broadband Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crystal Broadband Network

  Clay City, KY 40312-1319

• 

  Crystal Broadband Network

  4140 N. Kedzie Chicago, IL 60618

• 

  Crystal Broadband Network

  5860 Main St Clay City, KY 40312

• 

  Crystal Broadband Network

  PO Box 580 Clay City, KY 40312

• 

  Crystal Broadband Network

  PO Box 180336 Chicago, IL 60618-0679

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.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been trying to get them to come put a line in for the cable internet/tv for three to four months. They keep putting us off and saying we need to cut down pine trees even though there are no pine trees on my land.

  Business Response

  Date: 07/12/2024

  ******** called CBN to get internet service for *** **** ***** *** **. As this address required a site survey to confirm the serviceability, CBN informed the ******** that CBN will get back to her once the survey is completed. After the site survey CBN confirmed that the address is not serviceable as it requires an extensive fiber build which CBN could not carry out and also to clear a lot of trees to complete the fiber build. CBN informed the same to the customer and suggested to look for someother provider. So CBN would like to close this ticket.

  Customer Answer

  Date: 07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: they said all they had to do was run the wire! That’s what they told my husband ****** They have been speaking to my husband and where they stopped the line is like 100 feet from their house. They have been telling them they can do it from the detailed site they said they could and now it’s different! 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/22/2024

  CBN informed ***** that this address required a site visit to confirm the feasibility and as per our crew's feedback, this address was not serviceable and was conveyed to him as well. We will get back to the customer if this address is serviceable in the future. So CBN would like to close the ticket here.

  Customer Answer

  Date: 07/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: we have a broadband cable on our property so if they can not put broadband to our house then you need to remove your cable off our property since they can’t work with us! We do not want it on our property since they say they can’t do it for us.
  
  Sincerely,
  ******** and *****
  ******** *******

  Business Response

  Date: 08/01/2024

  CBN will assign an engineer to do a physical audit to confirm whether the line belongs to CBN or the telephone company. If it belongs to CBN, its should be our old coax cable line and we will take care of it. 

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paying for 200mbps internet but am only getting on a good day 30mbps. I've called numerous times and get the same answer every time of them saying "they will get the technicians to look into it and fix it as soon as possible. This has been going on for about 4 months and they do not do anything to fix the issue.

  Business Response

  Date: 07/15/2024

  CBN verified the record and confirmed that the customer has chosen Hybrid Fiber 100. As its a shared bandwidth, the speed may drop during the peak hours. CBN assigned a technician on 07/13/24 and did the speedtest using the ethernet connection with the customer's presence that shows 86.6 mbps download speed, which is average for the shared bandwidth. So, CBN would like to close the ticket here. 

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 3/6/2024 our internet service at our home stopped working. We started calling about 6:30 am to get a technician. We were told the same old story we are told about every 3-4 weeks. It shows online on their end and they begin telling us things to unplug and plug back in, they change passwords and go through the same old routine every time the issue arrises. They say they have no technicians available to come to our home and fix the issue. All our neighbors have internet service. This happens every 3-4 weeks and it is always just our house, all the neighbors have internet. I work from home 2 days a week, so this issue causes me missed work time. I am ready to get a lawyer and seek some compensation for the extremely high bill I pay them each month and my lost wages due to their poor service. Rudest bunch of people I have ever tried to deal with. They would sure benefit from some good customer service training.

  Business Response

  Date: 03/07/2024

  CBN received a call from ***** ***** on 03/06/2024 reporting her internet is down. Upon checking the issue at our end, we found out that the internet is online and the signal levels are stable. So our customer support representative suggested the customer do the basic troubleshooting. As the customer claimed the internet is still off, CBN has assigned a technician to fix the issue on 03/07/2024. When we monitored the account on 03/06/2024 we saw that there was a usage of 16 Giga bites with steady signal level. When my technician visited the customer's premises everything was working well and no issue was found. But for the customer's satisfaction, CBN has replaced the modem with no extra charge. Our customer support team called and confirmed with the customer that the internet was working well at 01.10PM(03/07/2024). So CBN would like to close this ticket and also dispute the amount claimed by the customer as the issue is not with CBN.

  Customer Answer

  Date: 03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  there was no internet at my home on 3/6/24 so there was no usage. The internet had just come back on at my home as the technician arrived on 3/7/24. The technician spent 3 hours working at my house. He climbed the pole outside and changed some connectors outside. He also said there were two lines outside my home and CBB had been working on the wrong line when they came to my home. I also heard the tech tell the office that same statement on the phone. While tech was here CBB called me and said I was going to be charged a tech fee the next time I called for a tech to come to my house and there was found to be no issue  why would I call them for tech service if there were no issues at my house.  I only call them when my internet service is out and that actually happens quite often  They could really benefit from some customer service training as they are very rude.  And now, you can add liars to the list because there was no internet used yesterday at my home as their service was not working at my home  

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

  Business Response

  Date: 03/08/2024

  As per the CBN's records, the internet was online and stable on 03/06/2024 and there was activity as well.  When CBN’s technician visited the house on 03/07/2024 the internet was working well.  The reason our technician was working on the pole and the connection is that the new modem needs some technical adjustments to be made to get the correct signal level as it's a different model.This was explained to the customer yesterday through the email as well.  Our customer support team informed ***** that there will be no charge this time and we are going to change the modem for her satisfaction with no extra charge. Our team also explained ***** on the charges for any physical damage to the equipment or the cable and also connectivity issue at customer’s end. CBN never charge the customers for Outages, cable damage outside the premises, etc. But still CBN honored the customer’s claim and gave the adjustment for one day. 

  Customer Answer

  Date: 03/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Channels keep going out all the time.  If they do come in, they don't have any sound. 

  Business Response

  Date: 11/10/2023

  Crystal Broadband Networks was facing some signal issue systemwide since last week and it has been fixed on 11/09/2023. CBN attempted twice to check at the customer's end but both the time it was denied by the customer. Our technician tagge dthe door and attached the picture for the reference.  The customer called back on 11/10/2023 and informed that its working good at 8.10am EST. CBN have processed necessary credit for the service issue on the same day as well. So, we would like to close this ticket. Thank you!

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My internet service has went out again. I have filed complaints before on this company and so have some of my neighbors as this is an issue that happens all too frequently. I work from home & federal grant monies were provided to Crystal Broadband to allow people like me to have reliable broadband access to do our jobs. However, this has happened so frequently to me that I am in danger of losing my job because I cannot complete it on a reoccurring basis. I pay $140.18 per month just for internet service & I cannot even stream a movie without pausing and the company never discounts the bill when this occurs. Internet wires have been seen laying on the road for weeks without repair on my road. I don’t like to complain but something must be done with this company.

  Business Response

  Date: 02/15/2023

  Crystal Broadband Networks received an email from **** ***** reporting the internet was not working on 02/02/2023 and upon checking the issue, we came to know that the customer did not connect the power cable properly and once it is connected it started working on the same day. Customer confirmed this over the phone call at 5.50pm on 02/02/2023. Regarding the cable line down, there were two incidents reported and one was on 02/01/2023 when a truck damaged an electric pole and our fiber lines were pulled down. CBN assigned a crew to fix the lines and it was fixed on 02/03/2023. The other incident was reported on 02/09/2023 stating that there was an accident near Hwy 30 E and our fiber line was down due to that.  Our crew checked this on 02/10/2023 and made sure the fiber line was taken care of.  During these two incidents, our internet was still on to all the customers and no outage was reported. We monitered all the modems during these period including **** ***** modem and all were online. So CBN dispute the customer's claim and would like to close the ticket.  

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My cable has been messed up I can't get any local channels or network or local news. Instead we get several shopping channels. This problem has been going on since August 17 it is now September 20. I have called and was told that they we're switching from 4 to 5 g and the problem would be resolved in a few days . The next time I called 3 weeks later they told me they were trimming trees. I have been a customer for 17 years . I never had any issues until the last 3 years. It's very frustrating because the quality of service has fallen away . Every time there is any kind of weather or sometimes for no reason at all service is interrupted or is non-existent. I'm frustrated because I only want what I pay for. I feel like they areignoring their customers. I only want decent service and u just feel that the company just doesn't care anymore. I just want to be heard and to be treated like the valued customer they claim I am

  Business Response

  Date: 09/29/2022

  Due to 5G-Cband transition, the channels are off in Beattyville, KY. As it requires new satellites to fix the channels, several factors have made it financially impossible to complete the transition. So, the channels that are falling under the 5G C-band transition have been removed and the monthly charge has been revised accordingly.

• Initial Complaint

  Date:05/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been having problems with the cable for 3 weeks(this time) not being able to watch any shows or news. A technician was out & they said he fixed everything but he did not. I called & they told me the same. I have a white & black screen that makes a terrible noise with no picture This has happened about 3 different times in the last 3 weeks. & it lasts 3 days at a time. I never get my bill lowered. Lowered for the amount of days I can't watch TV. I pay the same as if I watch every day. I am not the only one that has this problem. We have to wait on a technician to come in & serve our area., from out of our area. Until that happens we are without service it has been 2-3 days or whole weekends without service waiting on a out of area tech to come & no credit on our bill

  Business Response

  Date: 05/17/2022

  Crystal Broadband Networks is working on this issue and will update the customer once its is fixed. Also CBN will be providing necessary adjustment to the customer once the issue is resolved.

  Business Response

  Date: 05/18/2022

  The issue has been resolved on 05/17/2022 and the customer confirmed the same. Also, Crystal Broadband Networks provided neccessary adjustment in the bill for the cable issue. We would like to close the ticket here.

  Customer Answer

  Date: 05/19/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)