ComplaintsforRiverStreet Networks

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had Fiber internet under the 1 gigabyte plan from Riverstreet since September of 2023. When we first got it, it worked great. It was fast, we were seeing the great speeds. Then, riverstreet started expanding and our speeds are extremely spotty now and we haven't been able to get near a gig since at least February 2024. They've had the same tech out several times, changed the router/modem out and the issues still haven't resolved. The last time I called they told me it was a "bandwidth hog" in my home. Didn't even ask for my name or anything. I tried unplugging all my devices and speed and service is still awful and spotty. I have had a ticket open with them since August 7th and I haven't been called, or anything. They've discounted my bill once, and i'm still having problems. Their customer service used to be great, but now you not only get put on the backburner but get rude representatives. Why am I paying for the highest package of fiber internet, when I never get the speeds?

  

  Business response

  08/30/2024

  August 30, 2024
  

  Re: Complaint ID ********
  

  To Whom It May Concern: 
  

  Thank you for the opportunity to review ********************** submission regarding her internet services provided by RiverStreet. 
  First and foremost, we would like to extend our apologies for any inconvenience ************ has experienced. We understand the importance of reliable connectivity, and we are committed to resolving this matter. 
  

  Upon reviewing ************** account, we see that a trouble ticket was created on 8/7/2024. On August 8th, a technician replaced the router and moved the customer to a different port. The technician requested that CO monitor utilization to determine if the issue was resolved. 
  

  There were no more trouble tickets reported by ************ after the initial replacement. On August 27th, a technician followed up with ************ to check on the speed issue. The technician was  consistently getting a 947 Mbps download speed and an upload speed of 873 Mbps. Based on these speed tests, it appears that the router replacement did increase wireless speeds. The technician will be following up with ************ on 8/30/2024 to ensure they are not experiencing any more issues. 
  

  Again, we would like to apologize for any inconvenience ************ experienced. We encourage her to call us if she experiences any more issues regarding her service and have issued an additional one-time credit to the account. 
  

  Please do not hesitate to contact us if you need any further information.
  

  Sincerely,
  
  ***********************
  Vice President of Residential Sales & Billing
  RiverStreet 
  ************

  
  

  Customer response

  08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. They are actively trying to fix my problem now, however - a technician didnt come to my home on August 8th. They only came back out on August 27th. Again, they are trying to fix it. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had this internet service for a while. It works spotty. The last 6 months it has not worked at all. The last time they tried to fix the broke our router. It cost $200 to replace, they gave us $50. Everytime we call we need to leave multiple messages, but they don't call back. We live in the country and we need this service for TV services like ************** HBO, Prime video and a Lululemon membership. This is $100 in subscriptions that we pay for monthly and haven't been able to use in 6 months. They we here today, again, and didn't fix anything. They said it must be the router. The router is only a few months old. I don't want them near my router because they broke the last one. They refuse to fix the problem and keep trying to blame it on our router.

  

  Business response

  06/21/2024

  Please see attached document. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had a thunderstorm for two (2) days last week Tuesday-Wednesday March 26- March 27 2024. On Thursday March 28, 2024 I woke up with no ******** at my home. Later in afternoon around 2:45pm I attempted to call River Street no answer.On Friday March 29, 2024 at 8:25am I spoke with **** IT Department and he indicated on the company side he saw my internet was out and although they were closed for Good Friday we still have technicians to come out On Monday April 1, 2024 @ 10:08am ****** contacted me to follow-up on my initial ticket # ********** and shared they would have a technician come out. I told her I was out of town at that time but that the problem was more likely with Their equipment outside due to rain as it seemed to always be the problem with their lines outside rather than in the home .The bottom line isMy internet has been out for six (6) and is till out and ****** told me Our agency policy is we cannot credit you when internet is out during none business hours. ******** services is a 24/7 Business.

  

  Business response

  04/16/2024

  
  April 4, 2024
  

  Re: Complaint ID ********
  

  To Whom It May ****************************** you for the opportunity to review ********************************* submission regarding her internet services provided by RiverStreet Networks. 
  

  First and foremost, we would like to extend our apologies for any inconvenience **************** has experienced. We understand the importance of reliable connectivity, and we are committed to resolving this matter. 
  

  Upon reviewing ****************** account, a trouble ticket was opened on 3/29/2024 while our office was closed in observance of Good Friday. This ticket was escalated to high priority. On 4/1/2024, a technician was sent to the location to check on the equipment outside of the home since **************** stated she would not be home that day. After testing the outside equipment, ************** determined that **************** had a bad modem and router inside the home and would need access to the home when **************** was present. Both the router and modem were replaced on 4/2/2024. All devices were connected to the new modem and router and all services were restored. A credit was also issued on the account for the 4 days **************** was without internet. 
  

  Again, we would like to apologize for any inconvenience that **************** experienced during this time. If she experiences any further problems, we encourage her to please let us know. 
  

  Please do not hesitate to contact us if you need any further information.
  

  Sincerely,
  
  ***********************
  Vice President of Residential Sales & Billing
  RiverStreet Networks
  ************

  
  

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To give a back story we have moved the internet tower ( this is how we received our internet) in our yard, we were told this would help with our issues. I have not seen much of an improvement on the slowness or the disconnect of the internet. We also pay for the highest plan so that we have the fastest speeds. On 12/26 I called due to my internet being slower than usual. I was told they would put a ticket in and look into the problem. The problem was intermittently fixed I continued to call and put tickets in every other day with no real fix to the issue. On Tuesday January 9 our Internet went completely down. I called and placed a ticket in then on Wednesday I called to get an update and was told they would get it fixed later that day but still not internet. I again called Thursday morning I was told they would start working on it later in the afternoon on the issue. I requested a manger get back in touch with me. I never heard anything so I called back in the afternoon to see if anything had changed or if they were working and all I was told was the tower is still off line. I called again and was told they still haven’t fixed the tower and a second request to speak with a supervisor has been sent in. I work from home and I have had to change my entire schedule to accommodate this issue. I feel like this should have been dealt with better and should have been a higher priority for the company.

  

  Business response

  01/22/2024

  January 22, 2024
  

  Re: Complaint ID ********
  

  To Whom It May Concern: 

  Thank you for the opportunity to review Mr. **** ******’ submission regarding his internet services provided by RiverStreet Networks. 
  

  First and foremost, we would like to extend our apologies for any inconveniences Mr. ****** has experienced. We understand the importance of reliable connectivity, and we are committed to resolving this matter. 
  

  Upon reviewing Mr. ******’ account, it appears that there were multiple tickets reported from 12/26/2023 through 1/12/2024. The tower the customer is being provided service from experienced backhaul issues causing intermittent speed troubles.  While troubleshooting and repairs were being done to address that issue, storms in the area caused the entire tower to go offline.  The climb/repair of the tower was then delayed due to unsafe winds and weather conditions. 
  

  Once conditions were safe, our climbers restored the connection on 1/12/2024. Climbers replaced the entire cable feed for the backhaul and it appears that speeds are back to normal with no errors or alerts. Our Wireless Operations Manager spoke with Mr. ****** and a credit was issued on the account. Again, we would like to apologize for any inconvenience that Mr. ****** experienced during this time. If he experiences any further problems, we encourage him to please let us know. 
  

  Please do not hesitate to contact us if you need any further information.
  

  Sincerely,
  
  Amanda *****
  Vice President of Residential Sales & Billing
  RiverStreet Networks
  844-238-0131
  

  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a fixed wireless customer and on 08/27/23 the tower I am on experienced a power outage. When service was restored, my 25/3 service had been cut down to 5/1 service. Consistent low speed and sporadic unstable connection led me to call customer service who opened a ticket and told me they would stay in contact until my service was fixed. Days went by and my service had not been fixed. I called on 08/31/2023 and was told someone would contact me the next day (09/01). No one reached out the following day so I called back and was promptly lied to about someone reaching out to me by days end and that my service would be fixed. The day ended, my service is still broken and it is labor day weekend so no help is coming. Today is 09/05/23. I called them back yet again and was told they would reach out once again. I have no faith in their customer service and have no hope that my service will ever be actually fixed. Their service is nothing more than a joke. They know that rural customers have little choice in regards to internet service and they have purchased all the competition so there is little in the way of an alternative. I was a customer of *** for 10 years before Riverstreet purchased them. I can count my troubles on 2 fingers. Since Riverstreet purchased them, it is one thing after another.

  

  Business response

  09/11/2023

  September 5, 2023
  

  Re: Complaint ID ********
  

  To Whom It May Concern: 
  

  Thank you for the opportunity to review Mr. **** ****’s submission regarding service provided by RiverStreet Networks. 
  

  First and foremost, we would like to extend our apologies for any inconveniences Mr. **** has experienced. We understand the importance of reliable connectivity, and we are committed to resolving this matter. 
  

  Upon reviewing Mr. ****’s account, it appears that there were multiple trouble tickets reported between 8/28/2023 and 9/2/2023. The trouble ticket called in on 8/28/2023 was resolved by our after hours technical support team. The router was power cycled and technical support conducted a speed test that reported speeds of 20/3 which indicated the proper speed of the customer’s package. The trouble ticket reported on 9/2/2023 was also opened by our after hours technical support team. The ticket was escalated to high priority which is our standard procedure for handling critical issues. This escalation ensures that a technician will respond to these tickets on the following business day.
  

  Regarding Mr. ****’s trouble ticket on 9/2/2023, a technician did conduct a site visit on the following business day which was 9/5/2023 due to the Labor Day Holiday. On the site visit, the technician was able to resolve Mr. ****’s speed issue by bypassing the router. Once the technician did this, the customer was able to stream video pulling 22-26 Mbps without issues which indicate the proper speed of the customer’s package. No other issues with the service were found. 
  

  We appreciate Mr. ****’s understanding in this matter. Our goal is to provide excellent service, and we are committed to making things right. We understand that Mr. **** has been a loyal customer since 2021. We are issuing a bill credit to Mr. **** to compensate for his service disruption. This credit will be reflected on the customer’s next billing statement. 
  Should you need any further information, please do not hesitate to contact us.
  

  Sincerely,
  

  Amanda P****
  Vice President of Sales and Marketing
  RiverStreet Networks
  ************
  

  
  

  Customer response

  09/11/2023

   I am rejecting this response because:

   

  To be clear, as of today, Monday September 11th, my service appears to have restored, but not in the manner in which Riverstreet has specified. My service started having problems on Monday August 28th at approx. 3am due to a power outage at the tower. It is true that the service came back online within 18 hours and that late in the evening on that same day and the connection did seem stable, but this was after peak usage hours and I bypassed the router entirely. By the next day, the connection became intermittent again. I called multiple times but either no ticket was opened or they just updated the same ticket. The connection remained intermittent with erratic speeds until the tech came to my house on 09/05. He watched youtube over the connection for 15 minutes then left. If he had stayed even 5 minutes longer he would have encountered the same problems I had been experiencing since 08/28.  RiverStreet's reply indicates that my problem was resolved on 09/05 but this is not true. My connection remained unstable and I called back and another team of tech's came to my house on 09/06 and determined that I likely needed new equipment but they could not do the work at that time because somehow Riverstreet let the stickers on their bucket trucks expire. My connection remained unstable until it went completely out on 09/09 at approx. 7am. The internet stayed completely down until today, Monday the 11th when a pair of tech's came to my house and installed new equipment. As of right now, it works fine, but I am hesitant to agree that this matter is resolved due to the fact that the company misrepresented the facts of my service issues. They left a lot of the facts out of their reply, including the fact that one of their employees recommended that I should have the service disconnected if I was unhappy with the way it was currently working. I do appreciate the bill credit, I am happy that the tech's installed new equipment and at least at first glance, my connection issues have been resolved, but they could of just admitted that there was a problem on their end instead of saying the problem was my router. They failed to mention that I purchased a new router and continued to have the same issues. Also, I have been a customer a lot longer than 2021. I was a customer of *** for 10+ years before Riverstreet purchased them in 2021, and as far as I can tell, the only thing that has changed is the name on the bill. If they would admit that the problem originated on their end I would be glad to say this matter is revolved and carry on as a happy customer.
  
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has been overcharging for internet usage. A friend advised that the Pricing went down but customers had to call to get this corrected. However, when called found out that pricing had changed six months ago, which was considerably cheaper than we were paying. When asked if we would get reimbursed, was told we can only offer a $50 credit. So for past 6 months I’ve been overcharged $180. When asked why customers weren’t made aware of the change, either by mail or email, was told well it’s on the website. I did not see any prices when I looked. So they have been overcharging thousands of customers over a six month period. In my mind this is “stealing” from your customers. This is wrong on so many levels and there are people that do not know to call to get this changed on their account. If I had any other option for internet best believe I wouldn’t be using this “crooked” company.

  

  Business response

  04/19/2023

  April 19, 2023
  

  Re: Complaint ID ********
  

  Dear Mrs. ****** *****, 
  

  Thank you for the opportunity to review your submission regarding RiverStreet Networks. 
  

  We apologize for the frustration and inconvenience caused by the recent issues with your internet pricing. We understand how important it is for our customers to have access to affordable and reliable internet service, and we are sorry that we fell short of meeting your expectations.
  

  Periodically, new plans and pricing are created and/or updated for promotional use. We have reviewed your account and confirmed that you were on a grandfathered package which would have been eligible for new pricing upon customer request. This “promotional” price change was made available to all customers on our website at *****************. 
  

  After reviewing your account, you are on the most up-to-date pricing available at this time. Regarding your request for reimbursement, we are pleased to confirm that a total credit of $180 is being applied to your May invoice. 
  

  Should you need any further information, please do not hesitate to contact us. 
  

  Best regards,
  
  Amanda P****
  Vice President of Sales and Marketing 
  RiverStreet Networks
  844-238-0131

  
  

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  12/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently submitted a complaint about riverstreet internet in ******** **. The service is terrible and worse customer service. Riverstreet sent a response back saying that my internet service was so bad because it is on copper wires. Ok so that’s fine but how can they charge customers extra money for high speed internet when they know their equipment isn’t able to provide what they are charging us for. It should be illegal to charge people for a service they know they can’t provide. They said so theirselves in their last response. We should be charged for the slowest internet ever and reimbursed for the high speed charges we never received and they new they couldnt provide from the beginning. Their are so many complaints about this company from all over and all they can say is we are looking at it with our team, it’s the equipment that’s the problem or fiber optic is coming in 2023 which means I’ll probably get mine in 2053. It’s rediculous and should be against the law to charge for services that you know you can’t provide your customers. They just know we have no other providers in our area so we have no other options for internet so they could careless. I our internet speeds are around 5 mbps download and .4 mbps upload. This is nowhere even close to the high speed we are being charged for and nothing is being done. If you can’t provide a service don’t say you can and steal peoples money like you are doing. And yes it is stealing!

  Customer response

  01/05/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  01/11/2023

  
  January 10, 2023
  Re: Complaint ID ********
  To Whom It May Concern:
  

  Thank you for the opportunity to review this additional submission regarding RiverStreet Networks. 
  

  We want to assure Mr. ***** that we never intended to imply that he was receiving poor service from us. We simply stated that internet services on copper do pose some limitations to the amount of data a customer is able to access at one time. We apologize if there was any misunderstanding on this matter.  The service in reference has been on the same plan with no rate increase since December 2017. The only change in regard to this account has been a recovery fee which was added in August 2021. This recovery fee was organization-wide to all subscribers in order to offset increasing regulatory expenses. 
  

  Upon reviewing Mr. *****’s account for a second time, we would like to note that there have still been no trouble tickets called in on the account regarding issues with internet service. Should someone from the household call in during a service issue our support team will help troubleshoot the service. Some things that potentially impact speeds are household demand, the age of the router, and/or potential wear on connections.  Any credit toward service-related issues is based on trouble ticket history.
  

  If Mr. ***** is experiencing regular service issues, we encourage him to report these issues to our office directly.
  

  Should you need any further information, please do not hesitate to contact us. 
  

  Best regards, 
  
  Amanda *****
  Vice President of Sales and Marketing 
  RiverStreet Networks
  844-238-0131

  
  

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been with river street internet since they bought out Ellerbe telephone company. Before they bought it things were much, much better. Since they took over they have increased our bill and all aspects of the company have gotten worse. They charge more, the internet is much slower even though we are paying for high speed internet, there response to problems with our service is awful and their customer service is even worse. They got rid by firing or laying off all the workers they had when they bought the company and now they just take our money and could care less about what we are dealing with. I wouldn’t be with riverstreet if it wasn’t for no other providers being in our area right now. Like right now we can’t watch tv or get online due to the internet being down or so slow nothing works. Streaming is barely an option when it’s working at its best. I just wish they would not charge us for high speed internet when they know they can’t provide it. Also I don’t understand how everything was much better before they took over and now when something goes wrong we are just out of luck until they feel like addressing the problem. I also see that I’m not the only one with complaints about river street in the area that we live. I hope someone will see this and be able to help my family and every one else out that is getting ripped off by this greedy, selfish company.

  

  Business response

  12/08/2022

   

  Re: Complaint ID ********
  

  To Whom It May Concern:
  

  Thank you for the opportunity to review Mr. **** ******* submission regarding service provided by RiverStreet Networks. 
  

  Service in this area is provided over a copper network.  Therefore, this network is limited by its age, the distance information is traveling, and sheer demand.  Internet services on copper do pose some limitations to the amount of data a customer is able to access at one time. 
  

  Since acquiring this network, RiverStreet has actively been seeking opportunities to bring our Ellerbe customers the best technology available. We have secured funding to upgrade the network to fiber technology. The fiber build is scheduled to start in 2023 and will offer customers speeds up to 1Gig. 
  

  Upon reviewing Mr. *****’s account, it appears that the last trouble ticket regarding issues with internet speed was reported back in 2020. This ticket was started on 7/7/2020 and resolved on 7/9/2020. Since that report in July of 2020, there have been no other service trouble tickets called into the office. After reviewing staff activity logs on this account, comments recorded by staff indicate recent interactions have all been related to billing for payments. 
  

  If Mr. ***** is experiencing regular service issues, we encourage him to report these issues to our office. While we do have the ability to monitor networks as a whole, if individual users are encountering connection issues, those would need to be reported so staff can investigate and resolve causes. 
  

  Should you need any further information, please do not hesitate to contact us. 
  

  Best regards,
  
  
  Amanda *****
  Vice President of Sales and Marketing
  RiverStreet Networks
  844-238-0131

  
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1. I was never informed that the company (ESC) I was with for 2 years was sold out to Riverstreet Networks. No email, notification letter…NOTHING. 2. It took 4 months for a HUMAN to respond to my emails, phone calls regarding never getting a bill for my internet service! The only way I found out was I contacted the “old internet company” and they informed me of the transition of companies. 3. Every-time we call Riverstreet Network, WHICH IS ON A REGULAR BASES, they inform us of submitting ticket and returning our phone the next day. NEVER RECEIVE A RETURNED CALL. We have to call again. 4. Customer service is very sarcastic and does not care how there customers feel. 5. INTERNET IS ALWAYS “NOT WORKING”. 6. They gladly take monthly payment directly from my account with no issue of missing information, but when we require reimbursement for internet outage they need a social security number. Never once have I had them ask me for a SSN until they had to credit my account. I have spoken with customer service in the past MULTIPLE TIMES and they never realized the missing information. With all the FRAUD AND SCAMS going on in this world and someone CALLS ME and ask for my SSN, I will NEVER give my SSN to someone that calls me and request it!!!! 7. The customer service is rude and not sympathetic for the customer. 8. I am hard working American and deserve excellent, respect and prudent customer service. 9. I know for sure there are MULTIPLE Riverstreet customers that are unhappy. 10. ESC (previous company) provided excellent customer service and there were never outages unless a severe storm came through. 11. I hope issue is fixed and Riverstreet Network learns to VALUE their customers. 12. WITHOUT CUSTOMERS A COMPANY CAN NOT GROW!

  

  Business response

  07/28/2022

  Re: Complaint ID ********

  
  To whom it may concern;

  
  Thank you for the opportunity to review this submission regarding Mrs. ********’s concerns with RiverStreet Networks.   

  
  RiverStreet Networks did purchase ESC January of 2021 and converted them to the RiverStreet platforms during Q4 of 2021.  Data provided to RiverStreet for the purpose of notifications to ESC customers and conversions has since been determined to be missing several users.  We do take full responsibility for not determining data was missing sooner and apologize for the confusion.   Due to trouble with entering records for this account, service was discounted 50% for the months of January 2022 - April 2022.  This discount was reflected on the May 2022 invoice the customer received from RiverStreet Networks.

  
  Based on trouble ticket history, it appears that Mr. or Mrs. ******** is speaking with our after hours service to report service issues.  We certainly encourage customers to take advantage of this so that tickets can be created and handled when support staff return the following business morning.  After reviewing the tickets created for each call, it shows that the tower providing service to the home was experiencing an outage.  This should have been relayed to the customer by staff, if not by the after hours group then certainly by support staff the following morning.  There is no reference to this occurring so data sets have been provided to management of support staff so that this can be addressed.

  
  We appreciate the customer service that ESC provided to its customers.  With acquisition and conversion certain policies and processes had to be changed and in some cases have caused some frustration for these customers.  It is not our policy to require a SSN when speaking with a customer for service issues.  We do attempt to collect the information of our account holders should it not have been on file but only when a customer is requesting a change to their service.    Action has been taken with that staff involved in this particular instance.  

  
  RiverStreet Networks does strive for excellence in Customer Service and makes every effort to exceed a customer’s expectations.  We apologize for not having met those standards for Mr. and Mrs. ******** and will continue to train and coach staff to improve in these efforts.

  
  Should you need any further information, please do not hesitate to contact me.
  Sincerely,
  
  Amanda P****
  Vice President of Sales and Marketing
  RiverStreet Networks
  844-238-0131
  

  
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a account with River Street network for broadband internet service. At the moment my service has been down 3 days. It has been up and down several times for a month. I pay for 10M download and 2M upload speed and receive neither.

  

  Business response

  07/28/2022

  
  July 22, 2022
  Re: Complaint ID ********
  To whom it may concern;
  Thank you for the opportunity to review this submission regarding Mr. ********’s service with RiverStreet Networks.   

  
  Mr. ********’s radio did have issues staying connected for several days in a row due to an ongoing tower outage and the customer owned wireless router.  The connectivity trouble on the tower has been resolved and staff did follow up with Mr. ******** several days later to ensure service was still connecting as expected.   Should Mr. ******** have any additional issues with his wireless router, we can certainly discuss some alternative options we have available to customers.

  
  Billing for Mr. ******** was adjusted to reflect a week's worth of credit due to the service trouble.   This adjustment will show on his August 2022 statement.

  
  At this time staff have followed up with Mr. ******** to ensure service is still working and  have closed the ticket as resolved.  We do sincerely apologize for the service issues.
  Should you need any further information, please do not hesitate to contact me.
  Sincerely,
  
  Amanda P****
  Vice President of Sales and Marketing
  RiverStreet Networks
  

*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. ↩