Business Profile

Cable TVs

WATCH Communications

Headquarters

Complaints

This profile includes complaints for WATCH Communications's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

86 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

If you've experienced an issue

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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:03/27/2025
Type:Customer Service 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 placed multiple ticket work orders, along with making serval phone calls regarding my internet. Ive been without for over a week. The company has fail to return my messages. I am still going to owe the bill fully at the first of the month. This could have been resolved with a customer service return phone call.
Business Response
Date: 04/11/2025
Please see attached response.
Initial Complaint
Date:02/19/2025
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.
This is my second complaint. My service was constantly going out. Now this last time around the first of the month it went out AGAIN. They said they had to send out a technician to fix the problem and it would be 2 weeks before they could get there. I told them that would not work due to needing the internet for working from home. I immediately went with a different company so that I could have internet that would last more than a week at a time without having to call the company all the time. Now today I received a past due bill date for March 1 saying I owe for 2 months with I do not. I have not been able to use their service for most of February and I called to have the service cancelled on 2-12-25. I do not feel I should have to pay the entire month of February or any of March.
Business Response
Date: 03/04/2025
Attached
Customer Answer
Date: 03/05/2025

Complaint: ********

I am rejecting this response because: My online bill statement is still stating that I owe ****** with ***** past due.

Sincerely,

******** ****** *******
Business Response
Date: 03/12/2025
Please see attached. Thank you.
Customer Answer
Date: 03/12/2025

Complaint: ********

I am rejecting this response because: On March 7 they tried to run my card for a payment.
Your Payment was Declined
******** ******-*******,

Your payment was declined for the following:

In order to avoid late fees and interruption of service, please click PAY NOW below to make a payment. You may also contact us to update your auto pay information or to arrange another form of payment.

Amount: $136.50
Paid With: Card ending in ************9019
Service Type: Internet
Customer Number: ******
Account Number: *******
Also they set up a appointment for March 8th to come pick up their equipment which they still have not!

Sincerely,

******** ****** *******
Initial Complaint
Date:01/21/2025
Type:Customer Service 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.
Weve had this Internet and it is never ever active. I have to call and wait online for an hour and now I called again and because its Sunday, nobody can fix it. We pay good money for this and its awful my Internet travels from tower to tower and nobody can figure out a way to keep it there. This is at least a weeklyissue. I have a business and I need my cameras that are hooked up to the Internet now once again, they are not active because of Watch Communications theres gotta be something done to this company so they do their job
Business Response
Date: 02/05/2025
Attached is a copy of our response.
Initial Complaint
Date:01/07/2025
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.
see Attached document
Business Response
Date: 01/08/2025
Attached is a copy of my response.
Customer Answer
Date: 01/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22775179, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:12/24/2024
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 have been told on 3 occasions during 2024 that I would be issued credit for outages. I have never received a single one. I cancelled my service which was completed December 1, 2024. I have had 3 appointments so far for a tech to come pick up the equipment. Each time they do not show and I am promised another date and time. I have spoken with ******, ***, and *** from Customer Service the past 2 weeks trying to get this equipment picked up. I have stated I am not comfortable leaving the modem/router out exposed to the weather. I leave it outside on days when someone is supposed to pick it up, then bring it in at night when nobody shows. The equipment is intentionally left in camera view by the front door just in case something were to happen. I am tired of this company lying to me. During one call I was told the support representative checked with dispatch, who checked with the technician, who claimed he called me and left a voicemail. I did not receive a call and there was no voicemail. I want the equipment picked up. A check for the promised credits would also be nice but I don't see that happening.
Business Response
Date: 01/06/2025
Attached is a copy of our response.
Customer Answer
Date: 01/07/2025

Complaint: ********

I am rejecting this response because: You say 48 hours... when the third party fiber line was cut near the Chicago train line, that was several days of no service. Secondly, one of the issues with speed as low as 20 Kbps (slower than dial up) took weeks to correct. This was a terrible impact to service. Having service up for a few hours at a time just to go down again should not reset the 48 hour count, especially when it lasts weeks. With this in mind I do not feel you did a "thorough" review of the account. As far as equipment, it was finally picked up this 4th time and we confirmed on our security DVR. The dishonesty on your companies fault is the reason the complaint was filed in the first place. The scripted cut and paste reply is also not appreciated. I am glad you got tge equipment, but continuing to not give PROMISED credits is poor business practice.
Initial Complaint
Date:10/17/2024
Type:Service or Repair 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.
My service started with Watch Communications in Aug of 24. I have had to call several times due to my wifi not working. First issue was they said I was not pointed to the correct tower. That fixed the issues for awhile. Over the last 2 weeks I have had to call almost daily. Two days ago they said I needed to unplug the power box for a few minutes and it would come back on. For the last 3 days every time I need my wifi I have to unplug the box to be able to use it. On the evening of 10-16 I waited over 45 minutes to speak to a technician and he did a thing called a provisioning(not sure if that is right word). Wifi came back on and 10 minutes after the call it went back out. Now it will not come back on at all, even after all the things they tell me to do. They are saying it is a internal issue and can not come to look at it until 10-31. This is unacceptable to have to wait that long with no wifi that I am paying for. My Husband has to do some work from home and he is not able to do his job.
Business Response
Date: 10/28/2024
Attached is a copy of our response.
Customer Answer
Date: 10/28/2024

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.

Sincerely,
******** ****** *******
Initial Complaint
Date:10/03/2024
Type:Product 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 had service with Watch for several years. Around may of 2024 my Internet just started randomly dropping for no apparent reason. I waited a few weeks and reset the equipment as they have told me to do before and it was getting worse. I called and they sent someone out, he came inside for 2 minutes said he dropped a file in the router and it should be fine now. He barely got out of the driveway and it dropped again. I have spoken with a ******* on more than one occasion who most recently told me she sees the drops while being in the router. She sent someone out Tuesday 10 01 and he came in and said the router switches between 2 frequencies and every time it does, it drops service so he locked it on one frequency. He wasnt gone for an hour and it dropped again. I have had them out here at least 6 times and they claim they have replaced everything including the radio and all cables. I am paying a lot of money for this service and I work from home so when it constantly drops it affects my income. I have spoken with ****, ******, **** was the last technician here. I cant even remember everyone I have spoken with but I have paid a lot of money for service that barely works. I end up going on my cellular hotspot which is much slower. They gave me 1.5 months of credit and still my internet is not fixed. Yesterday it dropped numerous time and this morning already it dropped. One technician told me they were having issues with the tower but he wasnt supposed to tell me that. Watch communications is out here selling a service they are not providing. They are no compensating their customers for their companies faulty equipment. If they are having issues with the tower the. I would suggest they fix the tower. If they cant afford to fix the issue then I guess they shouldnt be offering service. Subpar service. I would like my internet fixed and all of the money I have paid since I initially called refunded for the crappy service they have provided
Business Response
Date: 10/17/2024
October 17, 2024
Complaint ID: ********
Response for: ****** ********
Dear ****** ********,
Thank you for the opportunity to respond to this Better Business Bureau complaint. After a thorough review of your account, including all technician notes from numerous service appointments and phone calls with customer and technical support, we conclude that there is no malfunction with any of our equipment. We have looked at the tower from which you receive service, and no other customers report similar issues. We have run internal tests, replaced several pieces of equipment on your property, and conducted a comprehensive examination of the tower, router, cables, and all firmware and software. There are no errors, service issues, or equipment malfunctions.
We have issued two credits in the amounts of $8.53, covering the period from June 12 to June 20, and $51.20, covering the period from July 30 to Aug. 19. We realize this is frustrating for you. However, we have not received similar complaints to other residences that receive their internet service through us from the same tower as you. We have verified there is a healthy signal. We understand if you choose to end your service with Watch Communications. You are not locked into a contract and may choose to discontinue your service at any time.
Customer Answer
Date: 10/18/2024

Complaint: ********

I am rejecting this response because:your technicians have logged into the router and found many drops. Someone called me yesterday and he saw many drops. Nothing has changed in my home but your internet started dropping continuously in May. Your service worked fine here for a couple of years and now barely works. Your technician yesterday suggested I hook something up so I can keep track of the drops. I asked him what I should use and he had no answer. A tablet will only show the drop if I’m on it. Same with a laptop phone etc…. Tv is not live tv. It is downloaded content. It is not my computer because my phone looses connection at the same time and I am forced to go to wireless data and my wireless hotspot. This is really crappy service, I have paid you thousands over the years and you want me to just go find another provider because your technicians cannot find the issue so I guess that makes it my problem. I am the customer not your technician. I should not have to fix your issue.

Sincerely,

****** ********
Initial Complaint
Date:09/24/2024
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.
In the 2+ years I had Watch Internet - I called at least 125 times to get customer service and/or technical support. - it took month to get them to fix my original receiver, it took 2+ years to bury the wire. - I spent 45-90 minutes on hold to get tech support - regardless of the day or time - my check was tracked to their company's payment center, but they wouldn't ask the company to look for it. - They were not often responsive or knowledgeable.
Business Response
Date: 10/03/2024
[BBB Transcription via Attachment]
Dear **** ****,
Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
account and wanted to share our findings with you.
You have contacted us on several occasions. In fact, our phone records show between July 2, 2024, and
September 24, 2024, you have called us 73 times, sometimes as many as eleven calls in one day, in
addition to the various email inquiries that you have sent.
On July 2 you called our customer service team stating that you had mailed in a check. We advised that
we need you to send in the front and back of the cashed check so that we could investigate this further
on your behalf. You had state that the check hadn’t yet cleared the bank and instead said you wanted to
cancel service. Our representative got you in touch with a member of our retention team. During that
conversation you decided against cancelling service and was instead offered a credit for the
inconvenience of your line burial not being completed. Our retention agent also escalated your line
burial, which we completed on July 9.
On July 25 you spoke with a department lead, in depth regarding your missing check payment. You had
provided screenshots of the payment, however the payment still had not cleared your bank which
indicated that Watch Communications had not received this payment. Between July 2 and July 25 we
have logged 8 calls with our customer service team advising you that until this check clears your bank
we can’t further an investigate. August 15 your call was escalated to a supervisor due to the call volume
and the number of repeat calls. It is noted that you discussed the late check and were advised that we
still had not received the check. You were advised to contact your financial institution for assistance as it
appears we never cashed it. It is noted that you thought the check was delivered and sitting on a desk
per your bank. The supervisor requested documentation from your bank so a full investigation could
begin. They issued a credit to your account for the late fee that had accrued so that you were not
penalized while gathering the documentation.
On August 20 you again spoke with this supervisor as an escalation. You stated that you were told your
disconnection would begin as of August 27 not September 1. August 27 was the date we schedule to
retrieve your equipment. You spoke again about the missing check payment which still had not arrived.
WATCH Communications. *** ********* *** ***** *** **** *******, ** ************
No documentation had been provided so nothing further was able to be done as we had not received
the check. That day you did make a payment in the amount of $88.14, our system still does not show
the missing check payment.
On August 7 you spoke with our retention team and requested that your service be disconnected.
During that call you were advised that per our terms of service your billing and service would end on
September 1, 2024. August 13 you emailed the customer service team and asked about the bill that was
sent for the month of September. We responded advising of our disconnection policy and stating that
you could disregard the bill for September as you would not owe it. You would email again regarding the
September bill on August 20, August 21, August 24. And October 1. All inquiries were responded to
advising you could disregard the bill for the month of September. The final email on October 1 also
advised that your account had a zero-dollar balance.
We have issued credits to your account in the amounts of $29.00 on July 23 for the late line burial, $5.00
on August 15 as a courtesy late fee removal, and September 25 as a secondary courtesy late fee
removal. We generally only provide one courtesy late fee removal per year however we made an
exception due to issues you were experiencing with your missing check.
In closing, your account has been disconnected. There is a zero-dollar balance on the account. A new
statement will generate on October 18. This statement is scheduled to be emailed to you as
confirmation of both the disconnection of service and the zero-dollar balance.
We value your patronage and appreciate your understanding as we resolve this matter.
Initial Complaint
Date:08/16/2024
Type:Customer Service 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.
In early July 2024 I knew my home was being sold. I reached out to Watch Communications to close the account by months end and ensure any needed steps to return the equipment were fulfilled. I was told by their rep the account could not be closed until August. More phone calls from me to the co. from July to the end of Aug to ensure the account was closed correctly and the equipment date finally set for pick up. After speaking with ten different people August 14 was the date of final pick up of the router. I was told to bag or box the equipment up and leave it on the front porch of my new address. I confirmed with the rep I would be picked up the 14th at the *** ***** **** ****** * ** ****** *** ***** address as the ***** ***** ***** ** ****** ** home was now sold and we no longer live there. The rep confirmed all the info was correct and we would finally be done with having the equipment waiting for pick up. Aug 14 and 15 - no pick up. The equipment is still sitting on my porch waiting on Watch Comm. Aug 16 I call and speak with **** and then ******** at Watch Com. They are insisting I must leave the equipment at the Stroh Lane property for pick up. I don't own that property. I can not and will not drop a random box off at a home I do not own. That is crazy to even ask that of me. I have not lived there for over a month and that was clearly communicated to Wach Com. ******** insisted I have to do that. I refuse to do what I deem a dangerous and illegal act. They chose the date of pick up as Aug 14, at the *** ***** **** Address. They confirmed the account is closed. None of this is true. All the follow ups have been initated by me. Their equipment is still at *** ***** ****. The account is not closed. I have had enough stress with this company. Please help get this account closed without threats of further billing. They threaten me with further billing each time I call because they don't pick up their equipment on the date they choose.
Business Response
Date: 08/29/2024
Attached is a copy of our response.
Business Response
Date: 08/29/2024
Dear **** ***,
Thank you for reaching out to us regarding your account concerns. We have thoroughly reviewed your
account and wanted to share our findings with you.
You contacted our customer service team on July 17, 2024, to request the disconnection of your service.
Per our company policy, the disconnect would go into effect August 1. The account has been
disconnected and is no longer accruing charges.
We had scheduled a technician to retrieve our equipment, however you called us again on August 19
stating you had moved and requested we pick up the equipment from your new address. The
representative you spoke with was very new and mistakenly told you that we could accommodate that
request. We have since gone over this information and corrected the error. Our technician arrived at
your old address on August 21 and retrieved the outdoor equipment. We emailed you a prepaid FedEx
return label so you can mail the indoor equipment back to us. This consists of a router and modem. We
then called you with this information and left a voicemail detailing the return instructions as well as
providing you the location of your nearest FedEx drop off location based on your new address. As long
as the equipment is returned, no additional charged will be incurred.
Currently there is a refund balance of $128.57 on the account. Refunds generally take 6-8 weeks from
the billing statement.
We value your patronage and appreciate your understanding as we resolve this matter. Should you have
any further questions or concerns, please do not hesitate to contact us.
Customer Answer
Date: 08/30/2024

Complaint: ********

I am rejecting this response because:
The information the company stated is extremely misleading and they chose to leave out numerous details including the many phone calls and emails I made to them. They failed to state that I, the customer, had to continually follow up with them to ensure the situation was handled and handled correctly. They failed to state that I was told not once but three times by three employees that the equipment would be picked up at my new location. They failed to schedule a pick up from FedEx at my new location and I had to inquire and ask more questions to get the equipment returned. I had to travel to FedEx and return the equipment. They never requested to return outdoor equipment until the final call with ******** and the BBB complaint. I reject the very misleading and incorrect, omissive response from the cable company and I am still waiting on my refund of payment.
Sincerely,

**** ***
Business Response
Date: 09/09/2024
Attached is a copy of our rebuttal response.
Customer Answer
Date: 09/10/2024

Complaint: ********

I am rejecting this response because: it is once again misleading, it places all the blame on a singular "new employee", it does not address the many phone calls and emails I made to the co., Watch Communications is trying to place blame on me and the "new employee". Watch Com, is once again failing to show the true issue was not with one employee but with several over the course of two months of me trying my best to resolve this issue. Gaslighting employees and shifting blame is a completely unacceptable business practice. Not stating all the correct information (as phone records and emails can clearly show) is misleading and deceptive. I am still waiting for my refund as of September 10th, 2024.

Sincerely,

**** ***
Initial Complaint
Date:08/08/2024
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 have internet service thru this company. I have been without service since July30th and have called everyday 3 times a day and have been given different stories from the company each time I call. I just want my service back up...... I do not feel like they care and I cannot get them to resolve the problem.
Business Response
Date: 08/15/2024
Attached is a copy of our response.

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WATCH Communications is BBB Accredited.