Business Profile

Cable TVs

Breezeline

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 6/26/2024

BBB shared the findings and recommendations with Breezeline.

The findings appeared to show:
Frustration: Many customers express frustration with recurring technical issues and the need for repeated repairs.
Dissatisfaction: There's a general sense of dissatisfaction with customer service quality and response times.

Confusion: Billing issues suggest customers are often confused about charges or feel they're being overcharged.

Inconvenience: Service interruptions and long wait times for repairs are causing significant inconvenience to customers.

As of May 15, 2025 Breezeline has not provided BBB with a response.

Complaints

This profile includes complaints for Breezeline's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,205 total complaints in the last 3 years.
198 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.

Initial Complaint
Date:04/30/2025
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.
When I signed up for internet with Breezeline in November 2024, we purchased a deal through a promotion that they advertised. It stated, $49.99 a month + $350 gift card. There was no asterisk or claim to see terms and conditions. When I called to sign up, the deal changed to $59.99 unless you set up autopay (which we did) but then they changed it and said the autopay had to be via a checking account and not via a credit card. They continue to charge me $54.99 a month. And the gift card never arrived. After many calls and time lost on hold and dealing with people they refused a $350 card and only sent $300. I asked about the additional $50 and the call centre said you will have to call sales for that and dispute it as I am only giving you $300.
Business Response
Date: 05/01/2025
I reached a mutual resolution with Ms. ***************** issue has been resolved. Thank you

Customer Answer
Date: 05/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** ******
Initial Complaint
Date:04/29/2025
Type:Service or Repair 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.
On April 21, 2025 a storm pulled my internet wire almost off my ********** was hanging about 3 feet from road surface. I called 911 to report n a fire truck came n fireman came n just pulled it tight n zip tied it back up but said I should call them to report it to get it fixed properly. Which I did n was told they will not come out unless 911 calls them to come out. I made trip to **************** called them Two techs came out. They said they would run new wire to house. I said fine. One tech was working at the pole. One on my house. They ran internet cable across *********** at the house said he was going to connect it outside. I said fine (not thinking the line needed to be a solid line from pole to house for optimal signal) anyway, we dont have cable. We have an antenna. The tech cut my antenna wire n hooked the internet cable to the IN on the splitter used to connect the antenna to. I never saw how he connected it. I thought the internet was fixed but found out it wasnt. Plus I had no local channels. We thought it was from the storm. A few days later after getting my hubs out to look he saw the issue. They connected their internet cable to my splitter for the antenna. Internet nor antenna was ever going to work. I have called n complained n bitched till I was blue in the face for almost a wk. no one will come to the house and use their tool to properly strip my antenna wire and put an end(they use the same ends for internet) back on my cable and connect it to the IN on the splitter. A 10 minute job. I have it all on security video on my home of fire truck, 2 Breezeline trucks n the tech on my house. I am not asking for all new wires. Just come out and fix what your tech screwed up. It will take longer to get the ladder off the truck than to do the **** fix. I should not have to go buy a special tool to strip the wire n new ends bc of your companies mistake. I am told they escalated this but no one actually does anything. No wonder I shut service off. Tix #
Business Response
Date: 05/02/2025
Thank you for allowing us the opportunity to review and address your concerns. Thank
you
Customer Answer
Date: 05/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. ALTHO *** expected me to wait another 5 days for a fix until I said no. Suddenly they could come out that day. The tech, *****, was two house away and fixed it quickly. He was an amazing and funny guy. I enjoyed him being the tech to fix my issue. Give him a HUGE raise!!!

Regards,

***** ******
Initial Complaint
Date:04/22/2025
Type:Service or Repair 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.
My internet service has been unstable for over two weeks, today when I call and wait to talk to someone, the person by the name of **** keeps answering my call and hanging up...I do not understand why I am have these issues with Breezeline. Two weeks ago they sent a contractor out here to run fiber to my new neighbor's house. Ever since then I have had nothing but unstable issues and the destruction of my lawn and the total destruction of the wire box in my yard. I watched as the contractors use their feet to kick the box open because they did not have the tool to open the wire box. I have been down today over an hour while I have made 4 phone calls all answered by **** and each time he hung up on me...This is awful service and it needs to be addressed. Both for no service as well as my lawn being destroyed. Ths is the second BBB complaint I have filed and nothing has been done to resolve any of the issues. Once I finally spoke to someone I was told my modem was accidentally removed from my account. This is crazy to have to keep going through all of this lack of attention to detail.
Business Response
Date: 05/02/2025
Thank you for allowing us to review and address your concerns. We are continuing to remain in
contact with you until the repairs are complete.
Customer Answer
Date: 05/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
It is my hope that the yard and service issues are resolved. The entire month my service was up and down, dropped packets causing loss of data to my work. An adjustment to the bill is requested.
Regards,

***** *****
Initial Complaint
Date:04/21/2025
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.
Im getting a new driveway installed and 811 (OUPS) was contacted. Breezeline failed to come and mark its lines. When excavation of my driveway began, the line was damaged/cut and Breezeline is refusing to send a technician out until 4/24/25. I run a business out of my home which includes payroll, and my children have online schooling, and I cannot wait additional days without service because they failed to mark the lines a week before my work was started. My employees need to get paid on time and my children should not get behind in their schooling because of this entirely preventable situation.
Business Response
Date: 04/22/2025
Thank you for allowing us the opportunity to review and address your concerns. Thank you.
Initial Complaint
Date:04/20/2025
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.
A Promise to Pay was set on April 11 for Thursday, April 17. The money was there. Breezeline didn't take the money, instead they cut off service. I called customer service where a WONDERFUL woman helped me correct the mistake Brezeline made. She apologized for everything was set and service restored. **** morning, April 20, I look at my bank account to see they double dipped and took 2 payments on the same day. **************** said about a week for a refund, which isn't acceptable as they took it a few hours ago. They cleaned out my grocery money and then just said "oopsies, oh well". I asked for a credit compensation for their mistake...especially during this economy...and then all of the sudden I'm being told this was my fault. No, no sir. **** was THEIR mistake. Maybe Breezeline doesn't care about s******* over customers, but I do. We NEED more options than just this one company. They're holding us all hostage to their incompetence and shady business practices.
Business Response
Date: 04/22/2025
Thank you for allowing us the opportunity to review and address your concerns. Thank
you
Initial Complaint
Date:04/19/2025
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 called on April 19th 2025 and told Breezeline I had just light a new router and modern and talked to a guy on the phone and he Asked me 3 times the detail number on my modem ahc its the *** address that is needed I spent 15 hours trying to have internet right before having family over for Easter holiday . The. When I called back they gave me a recording to check my internet and call back. How convenient. If you right enter the information correct Ill never have internet and then wont even let a puff agent on the line . This also needs escalated to the **** of communications. This is not fair to any consumer facing this nightmare. And then they asked ne for a 4 digit pin # that I didnt gave and Asked then go reset that and that didnt happen either I need my internet running .
Business Response
Date: 04/22/2025
Thank you for allowing us the opportunity to review and address your concerns. Ms. ******* is aware that refund is in process and could be 4-6 weeks or less. Thank you
Initial Complaint
Date:04/17/2025
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.
In 2024, I discovered that six Breezeline accounts under my nameproperly closed in 2023were reported to collections with outstanding balances. This was shocking, because upon closing the accounts, I had returned all equipment and confirmed directly with the agent who originally installed the services that there were positive balances on several of the accounts. I was explicitly told those amounts would be refunded to my regular payment method.Instead, in mid-2024, Breezeline retroactively applied charges to those closed accounts and reported them to collections without ever notifying ***** January 2025, I requested a breakdown of the charges but received only a vague final statement. After that, I began calling support and experienced serious contradictions: some agents claimed the charges were for equipment, others said for services, and then back to equipment.On March 31, a Breezeline representative told me (on a recorded call) that the internal departments confirmed there were no equipment charges on any of the accounts. On April 5, another agent reviewed the notes and admitted the charges looked strange and inconsistent.I have over 10 recorded calls, many with unfulfilled promises to follow up. This has caused significant emotional and financial harm, including a panic attack and a drop in my credit score.I am requesting: Full removal of all charges and balances Written confirmation that the accounts are cleared Compensation for emotional and financial damage If not resolved by April 24, 2025, I will proceed with legal and regulatory action.
Business Response
Date: 04/18/2025
Thank you for the opportunity to address this matter with you. Breezeline had researched the
missing equipment, and we have no record of it being returned. In order to further research this, we
have requested more information from you, which has not been provided. Since Breezline took all
the appropriate measures in its reasonable control to resolve this matter, Breezeline considers this
matter closed and no further action is necessary.
Customer Answer
Date: 04/18/2025
Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Breezeline claims they found no evidence that I returned the equipment, yet they never provided me with any detailed documentationno itemized breakdown, no equipment serial numbers, no return logs. I was never notified of any missing equipment at the time of account closure or before the debt was sent to collections.

As part of a formal investigation that I personally requested, Breezeline escalated the case internally. According to a recorded call on March 31, 2025, a Breezeline supervisor clearly stated that both the equipment department and other supervisors reviewed all six accounts and confirmed that there were no equipment charges. He said: There are no equipment charges on any of these accounts.

Additionally, on April 5, 2025, another agent admitted on a recorded call that the case appeared very confusing, and she noted internal contradictionsfirst saying it was a service charge, then equipment, then unclear. She even said, it doesnt make sense and agreed that if there were balances on all six accounts, something was clearly off.

I returned all equipment at the time of closing the accounts. The only documents I have ever received from Breezeline are generic balance summaries, with no explanation of what the charges represent.

I have since filed complaints with the ***, ***************************************, and disputed the debt with the credit bureaus. ********** has already removed the debt from my credit file.

I maintain that this debt is not legitimate, and I respectfully request that this case remain open for further review.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Solana

Business Response
Date: 04/29/2025
Since Breezeline took all of the appropriate measures within it's reasonable control to resolve this matter, Breezeline considers this matter closed and no further action is necessary.
Initial Complaint
Date:04/15/2025
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.
Equipment was recently upgraded but the new equipment has less functionality, will only pair with one remote instead of 2, it has no last channel feature. I the field tech told me that they had discontinued the old equipment, but the people had to call center had no information about that. Why would you update your equipment to offer less functionality?
Business Response
Date: 04/21/2025
I spoke to Mr. ***** today and I have resolved the issue to his satisfaction. Thank you
Initial Complaint
Date:04/15/2025
Type:Service or Repair 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.
Breezeline sent a contractor to install a fiber line to my neighbors home on 10th of April 2025. The contractor dug up my yard to run the fiber and messed up my yard. The contractor could not open the junction box which is located in my yard so they kicked it with their feet until they gain access causing the box to lean. I ask the contractor if they were going to fix the areas of my lawn and fix the junction box and they acted as they did no speak English, I contacted Breezeline which the phone call went over seas and told me someone would contact me from Breezeline. Four days later since I had not received any phone call I contacted Breezeline again, I was told again that someone in the ** would contact me. That did not occur and the damage that has been done to my lawn needs to be repaired. I told the contractor before he started to dig, I had just put down grass seeds, and again he acted to not understand.
Business Response
Date: 04/24/2025
Thank you for allowing us to review and address your concerns. We are continuing to remain in
contact with you until the repairs are complete.
Customer Answer
Date: 04/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As long as the concerns are addressed and fixed.

Regards,

***** *****
Initial Complaint
Date:04/15/2025
Type:Service or Repair 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.
Product/Service: Residential Internet Service 100 Mbps Plan Account Holder: ******** ****** Phone: ************ Address: ************************************ Complaint Summary:I am experiencing deceptive internet service practices by Breezeline involving traffic shaping, selective throttling, and prioritization of synthetic speed tests over real-world usage.After downgrading from a 300 Mbps plan to 100 Mbps, one device on our network began receiving severely throttled download speeds, averaging 325 Mbps, despite ************* and ******** consistently reporting ***** Mbps. This performance discrepancy is not due to hardware I have replaced network adapters, spoofed MAC addresses, and tested on Ethernet and Wi-Fi with identical results.Key Proof Points:M-Lab and ****** Speed Tests originally worked and showed ~23 Mbps.They are now failing to load or return errors only when connected through Breezeline. These same tests work perfectly on mobile data.Real-world file downloads (e.g. 209MB) take 15+ minutes, equating to roughly 3 Mbps download ***************** consistently shows 2025 Mbps results that reflect actual performance.Breezeline's engineering claimed "everything looked fine," but they appear to base this solely on ************* and internal tools not real traffic.This behavior began immediately after I downgraded my plan, and I was prompted to upgrade again shortly after. All of this points to targeted throttling or prioritization policies that degrade lawful traffic while allowing whitelisted test traffic to pass freely.Breezelines own ****************** Disclosure states:Breezeline does not block or otherwise prevent end user access to lawful content... nor degrade or impair access to lawful internet trafficThis is clearly not the case in our experience.
Business Response
Date: 04/24/2025
Thank you for allowing us the opportunity to review and address your concerns. Thank you.

Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the response submitted by the business and we are still working on it. The issue has not been resolved, but Breezeline is working on it, it does seem. They've recently sent a tech out who said that nothing is wrong on my end. I will try to provide an update, if possible. Thank you for your assistance.

Regards,

******** ******

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Breezeline is NOT a BBB Accredited Business.