ComplaintsforFOCUS Broadband

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  in october 2022 a focus broad band tech came to my house to update my cable box... he removed one box from upstairs that had never been used and removed and replaced the box downstairs.i had called their office 2x and explained that they were still billing me for two cable boxes... the female advised me i had to have someone come to my house to verify there was no box upstairs... last week tuesday 5/9/2023 i called for the third time and again explained i was still being billed for two boxes... the male tech went into my file and noted that it was documented in their records that the second box was removed in october... i asked for refund on overpayment and was advised they could not refund from last year and can only give me 3 months refund.. this was unacceptable as it has been 7 months...a manager was to call me to explain... i have not received any calls from to this date..... 7 months of overpayment is not acceptable... i realize they are extremely busy in my area now with all the new lines being buried...all i want is to be reimbursed for the overpayments....and have my billing corrected

  Business response

  06/16/2023

  Upon receipt of Ms. ********* complaint, we researched our records and found that we failed to properly issue the credit in question due to a miscommunication between departments.  We have completed the steps to correct the error and issued the full credit to the account of record.  We apologize for the inconvenience, and we appreciate Ms. ********* patience.   

  Customer response

  06/16/2023

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

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Focus Broadband internet service Speed advertised 1 *********** started 1/27/23 Acct No. ****** - After install the technician ran a speed test and it showed over 900 mbps for ******************* was instructed to use their APP called HOMEPASS - it has a speed check feature and everytime I run it shows over 900 mbps - as time went on, noticed internet issues with freezing images and constant buffering, so today (3/18/23) decided to use other speed tests - I used the Homepass APP test first and showed over 900 mbps - I then used 6 other different speed test APPS - all showed average speeds between 180 to 220 mbps which aligns with how my internet is performing - with almost 1G speed, there should never be any buffering issues.- No, I have not wasted time in contacting them to check my service because I know they will deny any issues with my service and since they use their own tests, will determine no issues.- ************ advertises up to 2G speeds in my location.- I am paying for 1G speed, but only receiving 200 mbps.- I am only paying an introductory 2yr contract price of $71 but that is not the point.- Everyone is switching to Focus because they are advertising blazing speeds of 1G to 2G.- I'm requesting BBB to assist in unveiling false advertising by this company and for them to advertise the speeds they actually provide.

  Business response

  03/29/2023

  FOCUS Broadband dispatched a technician to ************** home to investigate the reported issues with his internet service.  The technician ran speed tests on the FOCUS equipment,both the gateway device and the Wi-Fi router, with some speed inconsistency in the results between the two pieces of equipment.  The technician then tested the cable connecting the gateway device to the Wi-Fi router and found a bad connector, which was then repaired.  After the connecter was repaired,the speed tests were consistent with the level of service to which ************ subscribes.  Another issue exists which is related to camera equipment purchased by ************ from another vendor.  When that vendor configured the camera equipment it was configured with the same Wi-Fi name as the name used for the FOCUS equipment, which caused interference.  ************ indicated he would contact the other vendor to find a resolution to the duplicate names.  After the FOCUS technician completed the work, ************ indicated he was satisfied with the outcome.  FOCUS also followed up the next day to be sure ************** service was operating appropriately and he stated he was happy with everything and has no more issues.  We appreciate ************** patience as we worked through these equipment issues and encourage him to contact us again if he has any issue with his FOCUS service.

  Customer response

  04/01/2023

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Focus took over atomic service has gotten 10 times worse. Each and every single day we have a service outage in my residence. sometimes its in the morning other times in the evening. Contacting focus customer service is a waste of time because all they do is have you reset the modem and since that never works they say a technician will contact us. I don't have the time to call them daily with issues in their part. It is obvious that the issue is not at my location but instead the issue is with the horrible service from focus. Today service as been down since 130am and as of 8 am service is still down. This is getting more frequent and I expect a prorated bill for the daily outages

  Business response

  12/22/2022

  Business Response /* (1000, 10, 2022/12/02) */ Upon receipt of the complaint filed by Mr. ********, FOCUS Broadband conducted its research and found that the location Mr. ******** referenced in his complaint did in fact experience a service outage in October that was related to a maintenance issue. The network maintenance was scheduled during the normal maintenance window when most users are off the network. But there were some complications that caused the maintenance event to run longer than expected, resulting in service outages to a certain group of customers. FOCUS Broadband analyzed the time of the outage and provided a courtesy service credit to affected customers. Our records indicate there was no report of an outage related to this location in October and only two reports of service issues were received for the location over the past two years. One of those service issues was related to a commercial power outage and another related to FOCUS equipment which was replaced. Our technicians have reached out to discuss the service issues with the complainant and as of the date of this response have not received been successful in reaching the complainant. It is our desire to work with the customer to ensure they receive reliable service. Consumer Response /* (3000, 12, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did speak with the VP and as of 1130 this morning a technician is trying to see what the problem is. As far as outages I never call focus when service is down for a few min or hours. calling customer service is not helpful. they will go thru the same process of turning modem off, wait then back on. Then they say a work order will be put in. By the time this happens service is back up. We been here is 2016 and since 2016 we have had nothing but issues. unfortunately focus is the only option we have. as soon as a better option is available we will drop focus. So this response by the company is wrong. Just because I don't call in to complain doesn't mean service is working .

*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. ↩