ComplaintsforHigher-Speed Internet

• Initial Complaint

  01/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled services with this company in November of 2022 due to their poor customer service and not providing internet services as agreed to. On 1/11/2023, I was charged $500 by this company. I was sent a bill AFTER I was charged. I have no idea what this charge entails as I was never notified before my credit card was charged and I was never provided a detailed bill describing the charges. I was not on auto pay with this company. This company unlawfully charged my credit card. They have no proof of a signature from me authorizing this charge. I have notified my bank of the fraudulent charge.

  Business response

  01/12/2023

  Mrs. ****** signed up for service with our promotion where in she agreed to return our equipment to us should she terminate service. She terminated service and did not return the equipment in the time frame required. Please see her agreement she signed. I personally was the one who witnessed her sign the agreement on my cell phone the day of installation. ****** *******, ********* Higher Speed Internet

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had HSI install their equipment on 9/30/2022. From the very beginning, the internet service was spotty at best. Starting on 11/29/2022, the internet was down and there was no way to contact the company because their phones, website, and email are all connected thru the same service. After failed attempts at trying to find out the issue and hearing from the community that people weren't sure if the company would rebound from such an event, I sent them an email on 11/30/2022 that I wanted to cancel my service and contract due to the issue. I had a different internet provider install their equipment on 12/1/2022 and they removed HSI's equipment. On 12/2/2022, I received an email from the same email address saying that they were unsuccessful charging my card for the next month's service. I immediately responded. Then later the same day, I received another email saying they were successful in charging my card the amount of $53.79. The same day, I received 2 additional emails about the outage. I never received a response until after calling them and complaining. On 12/5/2022 I finally received a response and immediately replied. They quoted contract language that says that you need to give 30 days notice. None of there policies on their website even mention 30 days. I even asked for a copy of the supposed contract I signed and have still seen nothing. After installing new internet, we found that they were using ******** to report out their outage. In the same ******** account they listed all of the other issues they had and it was almost everyday. I have disputed the charge with my bank and will be returning their equipment once I receive my refund. All of the emails will be attached. I do not have ******** so I am not able to attach that info.

  Business response

  02/07/2023

  Mr. ***** has apparently returned the equipment and issued a chargeback successfully with his credit card company. There is nothing more to be done with this case.

  Customer response

  02/08/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested my contract and service to be terminated due to LACK OF SERVICE. I clearly informed office staff George that I needed the service to work throughout my house and on three (3) devices. George assured me that the 8m x 2m service package would be fine. I was concerned about the service; so, I signed up for the 10m x 3m package.While at my house on May 19, 2022 the installer crew had many issues getting a clear signal to my house. Installer Jessica repeatedly told me that they were not able to reach the radio tower due to the trees on my property. I informed them that I was NOT going to cut trees down and if they could not guarantee ongoing internet service to my house; to be honest with me and NOT install the equipment.Jessica ensured me that I would have excellent service for all the devices in my home. I also informed the crew that I did NOT want to have to deal with service issues and having them come to my house over and over to correct/repair the issues/service.Jessica had to repeatedly test the service, the roof installer had to keep moving the roof radio equipment to TRY to get service. They would get a weak signal, then lose it. I AGAIN informed Jessica that if I could NOT get decent internet service to take the equipment and not hook my house to the equipment. She assured me over and over that it would work.I arrived back at my house on the morning of Friday, May 20, 2022. There was NO internet service. Jessica called my cell phone and left a message asking if I had disconnected the equipment. I informed her that I had NOT touched the equipment. She had me check the equipment and all lights were on and she told me that she did not understand why it was not working; maybe it was the trees again.I reminded Jessica that I had informed her the day before that if there were going to be connectivity issues every day, that I did not want the equipment installed, as I needed dependable service.

  Business response

  05/23/2022

  client brought back equipment pursuant to the agreement she signed. She will receive a credit for the service charges she incurred, unless she initiates a credit card charge back.

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