Complaints

This profile includes complaints for altafiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  altafiber

  221 E 4th St Fl 9 Cincinnati, OH 45202-4145

  
• 

  Altafiber

  3015 Newmark Dr Miamisburg, OH 45342

  
• 

  Cincinnati Bell

  11 Grandview Cir Ste 120 Canonsburg, PA 15317

• 

  Altafiber

  3015 Newmark Dr Miamisburg, OH 45342

  
• 

  Altafiber

  3015 Newmark Dr Miamisburg, OH 45342

  

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:04/18/2025

  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.

  Greetings: We have tried to resolve the issue of Altafiber illegally entering our property, directional boarding and laying conduit and fiber in an area of property that we have not given them permission to do so, nor do they have a utility easement in the location to do so. They and their contractors/subcontractors do not care.

  

  Business Response

  Date: 04/21/2025

  altafiber secures permits & permissions, from the proper municipalities & agencies, before installing our network infrastructure. We were told by our Construction department, you're specific concern has been addressed by the proper departments/agencies. 

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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.

  I am extremely upset. I decided to go with Altafiber instead of ******** for a new business I was trying to open. Unfortunately, the space which was rented became unviable for the business and we had to move out of the space. When I went to cancel our internet service, I was told there was a. cancellation fee and that they were going to charge me $90 a month for something like 36 months that was "left on my contract". When I asked if there was anything that could be done about this the representative scoffed at me and told me I signed the contract and that's what they are going to charge me. The next day I received a bill for over $3,300!!!! This is so ridiculous that it is borderline criminal. I feel completely blindsided and taken advantage of by a company I chose to do business with. Not only was a cancellation fee never brought up to me by a rep, the fact that they want to charge me almost 100% of my bill for every month that was supposedly on a contract is not something that could possibly be legally enforceable. This has me so irate that I am considering speaking to an attorney about my options. This practice is completely predatory and unacceptable. I was only a customer for a few months, how could they charge me almost 100x's what had spent being a customer with them? And threaten to send me to collections? This is insane.

  

  Business Response

  Date: 03/26/2025

  We have provided/attached a copy of your business services contract. The business contract was electronically signed on 8/21/2024. Under the Terms & Installation section, 36 months is clearly marked as the contract/term length. Below the customer/business contact info, it states where the full terms and conditions can be found (altafiber.com/business/legal). It also states customer acknowledges that customer has read, understands, accepts and agrees to be bound buy all such terms and conditions. 

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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've been customers of Altafiber for around 3 years now. Originally we were able to get a discount since we provided that we were on assistance. Bills are due the 28th. The new bill regenerated 7th. We've found out the interruption date for services are the 18th. Via personal experience with this company. Since September they have been turning off our Internet or interrupting services due to non payment or late payments. Which to our records we've been 2 weeks late on that month. All payments to make the account current and pay the previous month and the late fee all before the 18th. When the 18th comes they have been turning off the Internet even though the previous month as well as the late fee has been paid. They will then withold the restoration of services until the current month that is not due until the 28th is paid in full. Then the give you a $50 restoration fee on to the bill two months after. I have screenshots of payments how much I've paid when we've paid and the conversation with customer service representatives. they have been charging me $50 more each month and have continued to interrupt services even though the bill is current at that point. Last month same thing except I was able to pay the previous month and not get it interrupted but when I got my current bill they handed the $50 restoration fee from December. Even then account was current. When asking they've said to avoid this, make the payment on time. We are in an economic crisis. We are one income. On assistance. They are the only company I have ever seen not acknowledge that the account is then current and will still withold services no matter if you have proof or not. Stopping services on a then up to date current and even some taken off of the next bill and say nope pay now. Even though the bill is due 10 days later. I've read terms and agreements. I've read the contract we signed it doesn't state that's what they do. Doesn't state the date of interruption. Doesn't state a 50$ fee.

  

  Business Response

  Date: 03/14/2025

  Your account has been fully reviewed. Management approved a one-time courtesy credit. After the adjustment, here is currently no balance due. The previous assistance program you were a part of, was ended by the government in 2024. You may qualify for the Lifeline discount. To apply, visit:  altafiber.com/lifeline  or call ###-###-####. 

  Customer Answer

  Date: 03/14/2025

  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

  Date:03/06/2025

  Type:Order 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.

  I have enrolled in another internet provider. I am asking that my broadband service be cancelled . I am being told that because we still have landline service they will not stop my internet service charges until i agree to have them put fiber optics in my home which I do not want or need at this time. I am willing to surrender all the broadband equipment in return for have the broadband charges removed from our bill. two calls have been placed without resolution.

  

  Business Response

  Date: 03/12/2025

  We currently see an order to install fiber internet. If this is incorrect, please let us know.

• Initial Complaint

  Date:03/02/2025

  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.

  I would like to report incompetence by associates at this company. Many representatives lied to me over the course of 1-2 weeks. I moved and was attempting to move my service from my old primary residential address to my new primary residential address. I was told the new house was already wired for Alta fiber. It was not. I notified them of this and I was told a technician would come out the follow day. I received two calls confirming the appointment. Even received a phone call providing a 30 minute window. No technician ever showed up. I called and they said my appointment had been cancelled. I was never notified of the cancellation. My fiancée and I both need internet ti work from home. I spent hours on the phone and waiting. I pay $100s of dollars each month for service and all I was told were lies. I would like for this to be reviewed and the company to determine compensation for lack of service as promised and for all the time I dedicated to this matter. Thank you.

  

  Business Response

  Date: 03/04/2025

  altafiber is reviewing all employee interactions related to this situation. We apologize for your frustrations & have issued a one-time courtesy credit.  

  Customer Answer

  Date: 03/04/2025

  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.

  
  

  
  

  
  

  The website is not clear on what is happening on my account. It is also showing an account still open. I want everything closed. I never want to work with Alta fiber again. I would like a call to explain exactly what is happening. I do not want to hear lies like they have provided me the last two weeks. I want facts and things relayed via a scheduled phone appointment. Thank you.
  
  
  
  Regards,
  
  ****** ****
  

  

  Business Response

  Date: 03/05/2025

  There are no active services at either address. Thank you for returning your equipment. The final balance of $98.87 for the ******* ****** address is due by March 18th. Once the final balance is paid, all accounts will be final & in good standing. 

• Initial Complaint

  Date:02/24/2025

  Type:Billing 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.

  Spoke with a representative about changing billing date. She canceled my account and open another one without authorization. Charged my account twice, one for each account, and couldn't stop payment. I called my bank to stop payment. I canceled service with altafiber, returned the equipment and they were trying to charge me for $600 for the other account. The Company needs help, they charge people without verification.

  

  Business Response

  Date: 02/25/2025

  altafiber apologizes for the issues. Nothing is owed to altafiber. Please contact the Financial Care Department (###-###-####) to have your refund check issued.  

  Customer Answer

  Date: 02/27/2025

  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

  Date:02/12/2025

  Type:Billing 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.

  I cancelled my service in December 2024. When I cancelled I mentioned my final bill and the person told me I would not receive a pro rated bill even though I did not finish off the month. She said Altafiber does not do pro rated and that I had to pay the full amount even though I was cancelling the service before the month was up. I feel this is just a money grab for Altafiber or a way to make the customer stay with the company longer. Now the bill has a late fee added on to it. I don't mind paying for the service I used. I ask that you charge me for the time I had the service minus the late fee because there would not have been a late fee if I would have only been charged for the service I used.

  

  Business Response

  Date: 02/13/2025

  altafiber does not pro-rate final bills for unregulated services. The full monthly amount must be paid as soon as possible. We have credited the late payment fee as a one-time courtesy. $74.59 is due. 

  Customer Answer

  Date: 02/14/2025

  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.

  Altafiber Responded by saying they do not Pro rate bills for unregulated services. I’m not sure what that is! Obviously, this was not explained to me when I got the service. Which leads me to my next Point. I feel it is a bad business practice and also disingenuous of altafiber not to tell customers upfront that when or if they cancel service to do it at the end of the billing cycle or they will be charged for a full month of service. Had I known, I could have had my new service start at a different time, but me not knowing, I had my new service started and then cancelled Altafiber so I would not be without service. So I will say again this should’ve been explained to me upfront, and it was not and since I was not, I am asking that you charge me for the services that I did use.

  
  

  
  Regards,
  
  ********* *****
  

  

  Business Response

  Date: 02/22/2025

  Internet service is charged on a monthly basis. Internet is a subscription based service, so once a new bill cycle begins, the customer is responsible for the entire month. 

  Customer Answer

  Date: 02/24/2025

  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.

  
  

  
  

  The company is being unreasonable. If this is their policy, it should be made clear to the customer at the time service is purchased. But this is not communicated. If this is the case, approximately 90% of customers are not waiting until the month is over, mainly because they don’t know that they will be charged for a full month, and most people shop for new service, have it turned on so they won’t be without service, and then cancel the service with their current provider and you all know that. So you are getting extra money from approximately 90% of your customers for services they are not using. Whenever something is canceled for other companies, the bill is prorated. This needs to be reported to the FCC or whomever controls these things.
  Again, I am willing to pay my prorated amount. After all, I did use the service, but you are asking me to pay for a service that I did not use, from a policy, no one knows about. I’ve asked altafiber employees and they don’t know about this policy.
  If you are not able to help me, I asked that you please, but my case up to the next level. 
  Regards,
  
  ********* *****
  

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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.

  I recently closed an internet service account today February 11th with Altafiber as I am now receiving the same serve 60% less than what they were charging me. The service representative said that they were going to charge me for the serve up to the normal billing cycle and could not pro-rate the bill to end on February 11th 2025. My billing cycle started on January 26th which is 17 days of service. This is Theft and is immoral to say the least. I am sure that if I had started service they would pro rate the bill to include any days of service they provide. This is what is wrong with the corrupt Businesses that as Americans we should not have to put up with.

  

  Business Response

  Date: 02/13/2025

  altafiber does not pro-rate final bills for unregulated services. The full monthly amount must be paid.

  Customer Answer

  Date: 02/13/2025

  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.

  
  

  Altafiber advertises that they have no contracts and their service can be cancelled at any time without penalty, Charging a customer 15 days beyond the final day of service provided is a penalty, and is therefore False Advertisement. Any eight grader could do the math to prorate the amount of money that should be paid. I am sure these eight graders at Altafiber have already calculated how much this would cost their bottom line by doing the right thing and not stealing from customers. You are not providing me a service yet you are charging me. Please explain to me like I am a 4 year old how this is moral, or at the very least good business practice.

  
  
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 02/22/2025

  altafiber does not have contracts for residential service. Service is charged on a monthly basis. We do allow for customers to cancel at any time. However, internet is a subscription based service, so once a new bill cycle begins, the customer is responsible for the entire month. 

  Customer Answer

  Date: 02/24/2025

  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.

  
  

  So I contacted Altafiber Chat service and asked the agent if I was able to cancel service at any time once the price reduced plan  expired and as you can clearly see the agent stated that yes you can do that as we have no contracts. So that statement is not interpreted by me as saying 'Hey we don't have contracts but if you read in our Fine Print we really do have monthly contracts and we are lying to you now!!!! Incredibly bad ethics and poor business practices at any level as I assure you the small amount of money you are Scamming me will be a loss in your business many fold over as I am going to go to every Social Media Network avenue possible to steer customers away from Ultafiber.

  
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 02/26/2025

  Senior management has reviewed your complaint and issued a one time courtesy credit. Please contact the Financial Care Department to have a refund check issued. Call ###-###-####.

  Customer Answer

  Date: 03/03/2025

  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.

  
  

  So according to the response I was supposed to call the number they provided and receive a refund check. I called the number and waited for 50 plus minutes to get to talk to someone and immediately was told that this was the wrong department and that they would transfer me for another long wait. Again this is just another example of the incredibly terrible customer service that Altafiber provides for its customers. Management needs to contact billing and send me the check. If they do not know how to calculate the pro-rated amount that they over charged me, I suggest they go to their local Junior High School and ask one other students to help them out. Thank you in advance for your exceptional service. 
  
  
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

  We close altafiber account in nov2024, when we close the account, altafiber staff didn't mention about we have contract with them. In dec 2024 when I call back, altafiber staff told me contract is end in July 2024, but without any reply, contract is auto renewed. we sign up as auto pay, without any mailing details. in July 2024, we didn't receive any mail or phone call told me the contract will renew another year. right now they want me to spend 1898.62 dollars for service in august, September, and October.

  

  Business Response

  Date: 01/22/2025

  Please supply us with the account number, so we can research your concern further.

  Customer Answer

  Date: 01/22/2025

  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.

  
  

  
  

  My account number is *************. After I got my bill, I reach altafiber customer service. They want me to pay 1898.62 dollar. I ask them if they can give me special discount, since we only have one year contract, and it’s been past my contract. But they reject. Tell me to pay all of the amount. Right now I just call the bank to get this money back 
  
  
  
  Regards,
  
  *** *****
  

  

  Business Response

  Date: 01/29/2025

  altafiber was not contacted to terminate the contract or services, thus the renewal term was activated, allowing for continued discount contract pricing. This was communicated on the 4/29/24 bill, the 5/29/24 bill, and the 6/29/24 bill as follows: "Your contract is due to expire July 22, 2024. If you would like to terminate your contract, written notice must be provided to altafiber at least 30 days prior to contract expiration. If notice to terminate the contract is not received, it will renew automatically for 12 months in accordance with the Terms and Conditions of your Service Agreement. Cancellation after expiration will result in termination fees. Email notification to contracts@altafiber**** or mail to: altafiber Business Market Sales, *** * *** *** ********, P O Box ****, **********, OH *****-****." Term Charges are equal to the monthly service charges, for all remaining months, of the current contract term (initial or renewal term). Detailed in Section 15 (Term Charges) for television service & Section 12 (Term Charges) for internet service. Term charges were processed for Dec 2024 through July 2025. The term fees are valid and owed to altafiber.

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

  In July of 2018, I got tired of issues with my router and decided to return theirs and purchase my own. I have enclosed screenshots of the original work order. I call annually to negotiate my bill. When I called on Sat. Jan. 18th to do so, I noticed an equipment charge and I asked about it. I told the rep that I had my own equipment. She said she could only give back 2 months and sorry about that. I spoke to a supervisor and squeezed 1 more month out of them. According to them it was up to me to bring that to their attention. I don't think that's fair. I asked the supervisor how much the gateway charge was and she said 11.99 per mos. This has been going on since July of 2018. I did some rough math. I figured $12.00 per mos times 12 months per year times 6 years is $864.00 I feel has been stolen from me. This is a conservative estimate since it was actually 6.5 years and they charged taxes. I would like to be refunded that amount. I don't care if they cut me a check or credit the bill.

  

  Business Response

  Date: 01/24/2025

  altafiber apologizes for your frustrations. We have reviewed the notes on the account. The altafiber gateway was returned on 4/5/18. altafiber has not always charged $11.99/month for our gateways. Before December 2018 the standard charge was $7.99/month. From December 2018 through November 2020 the standard charge was $8.99/month. From December 2020 through October 2023 the standard charge was $9.99. From November 2023 through May 2024 the standard charge was $10.99/month. From June 2024 to present the standard charge has been $11.99/month. That being said, the time you were being incorrectly charged for a gateway, you received a discounted charge a majority of those months. We have audited all of your bills from 4/17/2018 to 1/17/2025. Over those months, you were charged a total of $465.70 in modem fees. You received $47.96 in credits from customer care in the last few weeks. We are crediting the difference of $417.74 to your account. Again, altafiber apologizes for your frustrations.

  Customer Answer

  Date: 01/24/2025

  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,
  
  ******* *******