ComplaintsforAltafiber

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Altafiber is sending mail saying that the Wi-Fi gateway is included in the package, but it's not provided as offered in the mail, charging extra $11.99. Need to take action to provide as in the mail say's.

  

  Business response

  09/20/2024

  altafiber has added a promotional rate for 36 months on your wifi gateway. This has been rated to zero. You will not pay for the gateway for 36 months. Thank you.

  Customer response

  09/24/2024

  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

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We operate a small bar in Covington KY. We used Altafiber since 2018 for both phone lines and wireless internet. We renewed a two-year contract with Altafiber in April 2024. In May 2024, a service tech was dispatched to "update" phone lines. We were paying 2 separate bills on 2 different dates for wireless internet and phone services. Therefore, while the service tech was here he "consolidated" the bills so we would receive only one bill. On July 11, 2024, I contacted Altafiber about a paper bill for more than $300 threatening to disconnect because we had not paid the bill for wireless internet. The bill referenced an account number we had never seen. Altafiber verified we had made all payments for both wireless and phone accounts. I was told the account was mistakenly created when the tech "consolidated" the phone and internet bills two months earlier. They canceled the account and told me that the bill would be deleted. That evening the internet stopped working and we were not able to process credit card payments. I contacted Altafiber to resolve the problem the next day. At 3:00 pm, the customer service rep gives up and says the lines must need fixed. But they cannot get anyone here to fix it until Monday morning. That meant no internet and no credit card payments for our bar over the weekend. The Tech shows up timely at 8.00 am on Monday. He quickly determines that this was a mistake on Altafiber's end and that they had mistakenly disconnected our internet service. He apologized and told me the people oversees make mistakes like this all the time. He called the home office and internet was quickly restored. Because of incompetence Altafiber mistakenly turned off the internet for my small business. We lost more than $3K in sales over the weekend because no internet meant no credit cards. Therefore, we canceled Altafiber and found a new provider. Altafiber has sent me a bill for $434.67 because I canceled the account early. Terrible!!!!!!!!!

  

  Business response

  09/19/2024

  Altafiber has reviewed your account. The early termination fees are valid. You received a discounted rate on the business line due to being in a contract. The normal price is $52.50 per month. Your reduced rate was $37.99 per month. 

  

  Business response

  09/23/2024

  altafiber issued a credit on the account for the early termination fees and past due balance. Your account has a zero balance. Thank you. 

  Customer response

  09/24/2024

  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

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve become Disabled. Being on a fixed income, I removed my TV service from Altafiber and bought an Antenna. I’ve kept the home phone and internet. Altafiber has placed a value of $400 on the equipment they want me to return to a store. I asked if they could send a technician to help disconnect and return the equipment. They informed me that it would be a minimum charge of 99$ to assist me. I’ve been a Customer for 40 years and I had hoped they could assist their Disabled loyal (still) client… hope the BBB can help! Thank you.

  

  Business response

  09/17/2024

  We have scheduled an appointment for 9-19-24 afternoon  1230-430pm. A technician will come to your home and pick up the equipment. We will waive the fee as a courtesy since you are a great customer for many years. If you need a different time- Please call ###-###-#### and ask to reschedule for a different date and time. Thanks.

  Customer response

  09/17/2024

  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

  09/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been using their internet service since 2021. I called to cancel the service and was told I was under contract until April 2025. The contract I was sent was only for 12 months but I was told that it was "self-renewing" unless I contacted them 90 days before the anniversary of the contract. I do not recall getting any notification about this. This seems wrong to me that they can hold me hostage after this amount of time.

  

  Business response

  09/13/2024

  In order for businesses to receive discounted pricing, they must be under contract. You're service is currently under contract until April 14th. If you cancel while under contract, you will be charged early termination fees. If you take no action, the contract will renew for another 12 months on April 15th. You can contact the business office, at ###-###-####, 30 days prior to the contract end date, to discuss termination or renewal of services.  

  Customer response

  09/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******
  

  I haven't received any additional contact from Altafiber after requesting to talk to a supervisor. I did receive a copy of the original contract which I have attached above.
  

  

  Business response

  09/19/2024

  We have requested for a business representative reach out, to discuss your concerns.

  Customer response

  09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******

  This is the same response I got when I called. I do not have any record of ever being notified of contract renewal and the steps needed to cancel the contract. I truly feel that this is subterfuge on the company's part and I would like for them to provide me with proof that I have agreed to this contract.
  

  

  Business response

  09/24/2024

  We received notice you were contacted by a business supervisor & decided to cancel service.  

  Customer response

  09/25/2024

  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cole D*****, a Customer Sales Representative, leaked my PPI information in an email by not removing my information and not putting me on the BCC Line. Now everyone who got the email (as it was sent to at least 100 customers) is replying to the email and I am getting all of their responses as well. I asked them to revoke the email but was told they will not.

  

  Business response

  09/10/2024

  altafiber apologizes your email address was sent to other customers. We have issued credits for a free month of service. This has been addressed by our retail management team.  

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the apology to you is nice, I have not received a phone call or communication from them directly, and also they are only giving me the “credit” because I reached out to the BBB. I will accept the response because I fear that is the best I will get, as their customer service line just keeps me on hold and won’t address this. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was looking to add service one day and decided not to and didnt pick up any of the equipment. Altafiber is still charging me monthly for internet and we dont even have it. I have called 4 times and all 4 times i was told be assured this will be taken care of and it has all been lies. Just received another bill today for $320.03 for services i dont even have. I dont even have the equipment to be able to use the internet. This company is illegally billing customers and not making it correct. Do not even get a quote from this company as they will just start billing you and lying to you telling you they will fix it. Imagine paying a car payment on a car you dont have that is pretty much what is going on here. This is fraud.

  

  Business response

  09/05/2024

  altafiber apologizes for your frustrations. The account is cancelled & nothing is owed to altafiber. Account is final & in good standing.  

  Customer response

  09/05/2024

  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

  08/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Received internet message from Cincinnati Bell to respond to survey about service. Message included a "teaser" of a new cell phone or gift card to first 100 responders. Asked for credit card information after completion of survey for shipping costs. When I used a card to complete transaction, card was determined to be invalid. I tried another card, and another. All cards are valid and active accounts. I feel that I may have been scammed. Tried to contact customer service at Cincinnati Bell with no success. Does Cincinnati Bell actually have such a promotion? Please respond quickly. I'm calling all the Credit Card companies now.

  

  Business response

  09/03/2024

  We have notified our security department of your concern. Someone will be reaching out, in the next day or so.  

  Customer response

  09/04/2024

  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

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Alta fiber raised my rate from $35 to $89. I called them immediately to let them know that I could not afford the new rate. I said I was going to have to go with another provider. They claim that I didn’t “tell them properly” to cancel my service when I believed that calling to tell them that I could no longer afford the service was me saying no, I didn’t want to continue with them as my provider.

  

  Business response

  09/03/2024

  Since, altafiber wasn't specifically told to cancel service, but were told you would shop around. The service remains active. As a one-time courtesy, we have credited the final month service charge & late payment fee. When the returned equipment is processed, the remaining balance owed to altafiber, will be around $115 to $110. 

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I don’t recall calling Altafiber back to continue my service at a rate of $89. If I wanted to stay with Altafiber, I would have called back and signed up for the $69 plan. I did not sign up for the new $89 plan, the plan I agreed to was $35. I didn’t call back because I was under the assumption my service would end after the end of the billing cycle. 
  How can you bill someone at a rate that they never agreed to? I said multiple times I CANNOT AFFORD THAT. 
  I did not call back to accept the offer because I decided I would just have to go without internet. 
  Billing a long time customer at a rate almost three times what they budgeted for is unacceptable. 
  
  
  
  
  Regards,
  
  ***** *****
  

  

  Business response

  09/13/2024

  There was no request to cancel service. All credits have been applied. $97.96 is due on September 16th. If not paid in full & on time. The balance maybe subject to a late fee & collections efforts. altafiber considers this complaint closed. 

• Initial Complaint

  08/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My altafiber bill payment was late and I thought they had charged a late fee, but they didn't. Then on my upcoming bill there is a late charge, even though that pay date deadline has not passed yet. Is it illegal for them to charge me next month's bill for the late payment of the previous? or can I file a complaint. It's not my fault they forgot to add the late charge to my previous bill.

  

  Business response

  08/19/2024

  Your July statement was printed on July 14th, with a due date of August 4th. You made your payment on August 12th. Eight days after the due date. So, the late payment fee was added to the next month's bill. This is a valid charge. 

  

  Business response

  08/21/2024

  The current balance is due on or before 9/4/2024. If the full balance is not paid, you may be charged another LPF, on the September bill. 

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I don't care if that's the regular policy, the due date should come after the billing cycle. Not in the middle of the billing cycle then the monthly billing period would've already passed. That's why at one point I had my due date changed but then
  the billing cycle got changed with it. And want the BBB's own comments about this situation instead observing two sides argue. And even though I rejected the response again don't send me another damn message about it.
  
  Regards,
  
  **** ****
  

• Initial Complaint

  08/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I just moved and had to cancel altafiber due to my new landlord not accepting their services due to issues in the past with unauthorized drilling. When I called to cancel my services they would not prorate the future services for the period I would not be using them. The period of the service is from August 13-September 12 and our original requested end date was August 17 (on the phone I moved it to the 19 because if they wouldn’t prorate it I figured we could stop it on the following Monday). Thus I believe they should prorate the services which are billed in advance and refund (or apply a credit as the bill is not due nor paid yet) in the amount of $77.50

  

  Business response

  08/19/2024

  After reviewing the account, as a one-time courtesy, altafiber has pro-rated the final balance due. $20.91 is due on or before 9/3/2024 to avoid a late payment fee. Please return your altafiber equipment to one of our retail stores, to avoid additional charges. 

*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. ↩