Complaints

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:04/05/2025

  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.

  Internet went down as a result of mis-configuration from Ripple Fiber. I have a static IP address allocated and often times they make changes to their network infrastructure the router loses this configuration. I called support multiple times (at least 6 times) and they said they would call me back and never have. I have also attempted the email route with no answer. Its unprofessional that tier 2 support cant at minimum reach out with an update. Their tier 1 support has attempted to be helpful however, this is a tier 2-3 support problem due to the network complexities of having a static ip with a fiber provider. Its been 50 hours since the downtime began with zero communication from Ripple Fiber. These guys were awesome when it was Open Fiber USA but since they have changed over to Ripple Fiber, their service has taken a sharp nose dive. This has made it much more difficult for me to provide for my family since I have no internet and work from home. I have lost 2 days of productivity as a result! How is this lawful for an organization to ignore its customers when many of them work from home? At some point there should be fines or criminal charges leveraged against a company that conducts business in this manner! Its unacceptable!

  Business Response

  Date: 04/09/2025

  Thank you for your patience, and we want to sincerely apologize for the disruption and lack of communication you experienced.
  
  We are glad to confirm that one of our Tier 2 technicians was able to connect with you and resolve the issue by setting your equipment to bridge mode. Your service should be fully restored and stable.
  
  If theres anything more we can do to support you, please dont hesitate to reach out.

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/22/2025

  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.

  Using a permit issued for infrastructure on state road, Ripple proceed to install infrastructure past the state road sign and on private property. The ***** did have Ripple pull it out. Ripple did install on my property without the right of entry or consent on the basis of that permit (which has been reported to theNCDOT ************* regarding the permit number , and met with quick response.) Ripple then said our HOA approved - we have no HOA, never have, and are not a development. Then Ripple acknowledged this error. Ripple produced an agreement form belatedly, too which we refused. The line has been pulled back to the state road section but my Windstream line has been cut and tree roots of a large Oak damaged. Most importantly Ripple agreed to provide me with "abandonment documents", which I followed up with Ripple by requesting twice in emails and texts. I have not received the documents or a response. The added Ripple lines were requested by some other party down the street unrelated to my property, they do not have any easement for new infrastructure, no indemnification has been produced, and we are not involved and do want our property involved in another property's legal issues, or misuse of a permit obtained by the government for legal r/w when it is not in the public road section.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. After reviewing the situation, we acknowledge that infrastructure had been installed on your property in error. Once this was identified, it was promptly removed.
  
  We understand your request for abandonment documentation and are coordinating with our contractor to provide it. We apologize for the delay and will ensure the document is delivered as soon as it is available.
  
  We appreciate your patience and are committed to closing this matter appropriately.

  Customer Answer

  Date: 03/28/2025

   
  I am rejecting this response because: I want to make Ripple aware of an exposed line that is protruding from the ground about 4 feet high and standing up in the proximity of the *********** Box. The line was disturbed and cut when Ripple was here, though I do not know what the line is for. It may be **********, a service we had up to January and may use again. I do not know who to call to check, repair it, or remove it, because I do not know for certain what the diggers cut. I would like someone to call in an 811 ticket to whoever it is appropriate to notify for checking the damaged line so that they can secure it & not have it exposed.  Also I would like to monitor the tree. The digging was on or around 3/7 and the tree may be damaged, but it may also just be in a dormant state, due to the season. If it flourishes we will be able to see this in a few weeks & if it seems okay then it will not be an issue. Thank you for letting me know that you are working on the abandonment docs, I will let BBB know also when I receive those.
  
  

• Initial Complaint

  Date:02/15/2025

  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.

  Been waiting for about 2 1/2 years for service. I was home when the contractor for Ripple put the main line in down our street and when they brought line across under the street to feed my house. Other contractor installed box and line to side off road. NOTHING HAS BEEN CONECTED . LINES ARE STILL STICKING OUT OF THE GROUND. Everytime I call I get frustrated. This company wants me to commit to them and leave other company. They can even finish the service line. I have talk to ******* many times and also ****. It goes nowhere. I wouldnt recommend this company at all. RIPPLE IS A JOKE!

  Business Response

  Date: 02/21/2025

  We understand your frustration and appreciate the opportunity to discuss your concerns. Our records show that while you placed a fiber-ready order but have not yet selected a service package. Since your area is live, installation can be completed and service activated once an order is placed.

  A recent site check did not reveal any exposed conduit in your yard, but we did identify conduit across the street that needs attention, and we will address it.

  We have left you a voicemail to discuss this further and better understand your concerns. Please feel free to reach out at your convenience.

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because:
  Like I said in my complaint. They dont want to finish piping because i didnt comment to them. All of my neighbors piping was completed even though they didnt switch to them for service. They do not want to finish piping because main line is to deep to sig by hand. I have neen back an d fouth with ******* and ****. **** tried multiple times to find out why it wasnt every completed. Why should i commit to Ripple if they cant even finish hat they started. Im at the point i dont even want Ripples aervice. I have read to many complaints on them. Im not the only one that is in the same boat. Feom what i understand, Ripple has a glogged line list. I was put on it. My line isnt clogged because its not even hooked up. I watched one contractor come to the house on my cameras.  He was there for 10 mins. He put the compressor on the line at the house and notice it wasnt hooked up . Near road. He left.  I get the run around everytime i call **** now doesnt answer my calls and doesnt call me back. So in my eyes Ripple doeant stand behind the work that was done. I had **** come by my house and i showed him lines and what the problem is. Line is to deep and they dont want to dig by hand . The cant find the main. And for this other guy name ******* calling and leaving a voice mail saying he had someone stop by house to look at ot is false. I have cameras all over my ouside of my house. NOBODY HAS COME BY AND LOOKED! ******* is just getting the info from **** .My property is posted. And I do have cameras. Thats how ****** I am. They said they looked into it and I didnt comment to package. When we signed up we were told we didnt have to comment we can get piping installed so we disnt have to pay for piping later when we decide to switch. So they didnt even finish the piping. Its not all connected.  So they falsely told us information.  This all went down at our neighborhood yearly picnic. Almost 3 years ago. 

• Initial Complaint

  Date:02/11/2025

  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.

  New Complaint: Date amended with correct date 2025 Ripple representatives came onto my property on Saturday 2/8/2025 and dug into my yard to perform an install. I did not request this install. After my partner asked for proof of work order that is when they confirmed that they were at the incorrect address. They DID NOT knock on the door to verify correct address BEFORE they started the install. Negligence. They had already performed roughly half the job of the erroneous install before we came home and discovered them tearing them up our yard and doing unwarranted work

  Business Response

  Date: 02/17/2025

  We sincerely apologize for any inconvenience caused by our team working at your property. We understand your concerns and want to ensure that any issues are properly addressed.

  We have attempted to contact you multiple times and followed up via email to assess any potential impact and determine if any restoration is needed. Please let us know if there is anything that requires attention, and we will work to resolve it as quickly as possible.

  We appreciate the opportunity to make this right and look forward to your response.

  
  

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. The issue has been resolved. **** ****** has placed topsoil and seed on the lawn to rectify the situation and mediate the damage that was caused from the erroneous work performed. Thank you for everyone's help. **** ******* was especially helpful and kind.

  
  

• Initial Complaint

  Date:12/09/2024

  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.

  It has been over six months since they damaged my driveway while installing their lines. We issued a complaint and have told for they would get in touch with us, still has not happened after numerous conversations and promises. Their lack of follow up and communication is atrocious!!Please stay away from this company as they clearly do not value customer requests and provide no responses.

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the delay in addressing the damage to your driveway and the lack of communication youve experienced.
  
  We have left you a message and are actively working with our construction team to resolve this issue as quickly as possible. Please know we are committed to making this right and will keep you updated throughout the process.
  
  Thank you for your patience.
  

• Initial Complaint

  Date:12/03/2024

  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.

  Ripple Fiber contractor damaged my irrigation system during line installation in June 2024.- service request filed on 25 June 2024 (Ticket # *******)- Ripple Fiber responded back on *********************************************************** for repairs.- On 9 July, after no contact by their contractor, Ripple Fiber responded by stating that I could have my landscaper repair the irrigation system and submit an invoice to them for reimbursement.- On 14 and 15 July, my landscaper repaired the irrigation system.On 16 July I submitted the repair invoice for $1240.00 on 16 July.- I have contacted Ripplke fiber multiple times between now and July 2024 with the latest response on 3 December that the issue has been elevated with no new information as to when my landscaper will be reimbursed.- I have photos of the damage and repairs - I have the email trail on this issue

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration this delay has caused the customer. 

  We have been in contact with the customer regarding their concerns. While the landscaping repairs have been completed, the customer has not made any payments out of pocket. We are now working directly with the landscaper to ensure they are reimbursed for the work performed without further delay.
  

  We truly value the customers patience and understanding and are committed to resolving this matter promptly. We will continue to keep the customer updated on the status of the reimbursement.
  

  
  

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  I am awaiting the legal document to sign and the reimbursement of my landscaper.
  
  Thank you. 
  

• Initial Complaint

  Date:11/16/2024

  Type:Delivery 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.

  Ordered Ripple fiber install on October 4, 2024. Received email to expect 2-3 weeks before install. November 12, installer finally came out and said he couldnt install because its raining. I dont know when Ripple will complete their install, because no one in customer service can give me an accurate day of return. Our install should have been prioritized after the first inability to install.

  Business Response

  Date: 11/22/2024

  We sincerely apologize for the inconvenience caused. After reviewing your concerns, we reached out to you directly, discussed the situation, and received your valuable feedback. We have now scheduled the installation for November 22, 2024. We understand the frustration caused by the delay, and we appreciate your patience as we work to complete the installation. Should you have any further concerns, please dont hesitate to reach out to us directly.
  
  Thank you for bringing this matter to our attention.
  

• Initial Complaint

  Date:11/02/2024

  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.

  We have a rental property *******************************************************************. Our tenants notified us of low water pressure for a few days and then zero water. We went to investigate and discovered after digging for hours and hours personally, a broken pipe with 3 broad band cables inches away from the broken pipe. Those 3 cables were not there 2 years ago when we replaced the pipe that was 50 years old at the time. Ripple are the owners of the cables and when they dug on the private side of the water meter without letting us know or gaining permission from us. They broke the pipe and are refusing to accept responsibility. We had to pay out for a plumber to come and fix the issues so the tenants could have water asap plus we have given the tenants compensation. Not only have Ripple caused us untold amounts of stress and time, they are on our property. They should not have dug on our property - they should have dug on the easement so if they do damage they can take it up with the town. We have spent hours and hours digging, hours driving back and forth and hours on the phone only to be ignored or told the ticket was closed. We need to be compensated for their negligence, reimbursed for what we have had to pay out and they need to pay us to use our land OR remove those cables from our property. Thank you for assisting us in this.

  Business Response

  Date: 11/08/2024

  We sincerely apologize for the inconvenience caused by this situation, particularly the impact on your tenants and property. Your patience throughout this process has been greatly appreciated as we worked to resolve the issue.

  We would like to confirm that the contractor responsible for the work in your area has been in direct contact with you, and we understand that you have discussed the matter together. Additionally, a check has been mailed to cover your reimbursement.

  If theres anything further we can assist with, please dont hesitate to reach out. Thank you again for your patience and for allowing us the opportunity to resolve this matter to your satisfaction.

  
  

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/23/2024

  Type:Order 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.

  They ran my neighbors' cable through my yard without permission. I want it removed and run through his yard. We both have filed a complaint with the company but they have not responded with so much of an acknowledgement. It has been almost three weeks. I would like the cable removed and my lawn fixed.

  Business Response

  Date: 09/27/2024

  Thank you for bringing this to our attention. We apologize for the delay in resolving the issue and for any inconvenience caused by the cable being run through your yard.

  We spoke with you on September 23rd, the day the complaint was filed, and since then, our contractor visited the site on September 24th. Our contractor will coordinate a date to reroute and rebury the cable in the correct yard. The new path has been marked, and we are working to complete this as soon as possible. We will also restore your lawn to its original condition once the work is done.

  We appreciate your patience and will continue to ensure this is resolved to your satisfaction.  

  
  

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  The Ripple Fiber crew was out today and completed the reinstall satisfactory for me. You may want to check with my neighbor, **** *****, as it is his cable.

  
  

• Initial Complaint

  Date:08/01/2024

  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.

  Over the last week, there have been between ***** random people making unannounced visits to my home. Random crews of men have come and gone. Hundreds of flags have been placed. Hundreds. My new yard has so much spray paint on it that it looks like a graffiti artist tagged it and the cherry on top? A little after 7:15 am this morning, 5 trucks arrived with a crew of 20+ contractors and they are now digging MASSIVE holes in my yard. The equipment they are using is unbelievably loud and if you aren't aware...lots of people work from home. Shall I send you a bill for lost revenue due to your crews making it impossible to work remotely today? My hourly rate is $275. You are destroying our yards. You are blocking the neighborhood entrance. You failed to provide the required 30-day notice so that the residents can prepare for your visit i.e. mow the yard BEFORE you rip it up. Prepare other arrangements for our children that usually PLAY IN THE YARD. Perhaps find a temporary office space. It's also incredible how you schedule your crews to arrive BEFORE you are open and expect non-customers to wait almost 40 minutes to speak to a customer service representative while a false and misleading IVR message plays over and over again. Was I really the "first caller in line" for 40 minutes? I have absolutely no intention of using your service so, you have effectively destroyed my yard and created a neighborhood issue for absolutely no reason.

  Business Response

  Date: 08/08/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by our fiber internet infrastructure construction; we understand how disruptive this can be.  In early July, our team placed door hangers on residents' doors to notify them of the upcoming construction.  Additionally, our crews are working within the designated public right of way, which sometimes requires working close to private properties.

  During the restoration phase, our goal is to restore your property to its pre-construction condition or better. If you have any concerns after restoration, please don't hesitate to reach out by visiting our website or calling us at ************.

  We apologize for the inconvenience this had on your workday and appreciate your feedback, as it helps us improve our service.

  Customer Answer

  Date: 08/09/2024

   
  I am rejecting this response because: nothing in my communication was actually addressed...I did receive a call from an employee of yours on August 1. I was unable to speak with him at the moment but called him back and left a VM. After I submitted the complaint and was walking my dog around the neighborhood, some of your crew were sitting in a black ***** Avalanche (license plate: 426 AJX) started honking their horn at me. Over and over and over again. I was just feet away and just as I was about to round the corner, one of them shouted "have a nice day!" and then proceed to laugh. So. Your response was both insufficient in that you essentially ignored the fact that NO prior notice was given to the residents was perfectly acceptable and the conduct of your crew was disrespectful and could very easily be deemed as harassment. If you can't take ownership for the misconduct of your crews, you shouldn't be in business. Accountability, Ripple. Try it.