ComplaintsforCopper.net, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My father is 87, and can’t use a computer or cell phone anymore. I canceled his account 2 years ago. I noticed on his bank statement that for the last 3 months they have been drawing $5 a month as though his account has been reopened and he nor I reopened it. I’ve left numerous voice mail messages (because the line never seems to be open for business) yet they do not call me back.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been with them for 25 years. The service went out the day before yesterday, but came back in a couple of hours. Then the service went out again yesterday about 9am, and it has been off ever since. I talked to them, and they said they changed their billing system, and my account did not go through. I got a voice mail yesterday from someone saying they needed to update my billing info, and I've called back 15 times, but haven't reached a representative. My account is paid through August.

  Business response

  02/23/2024

  Hi this is ****** with Copper.net SLooks like someone added a new card to our system ending in **** on the 21st. Also hoping you were able to regain access to that email, if you still have any issues with any of these we will do our best to resolve the problems. For the quickest response time contact me at my work phone of ###-###-####, leave a voicemail and I'll be able to get back to you promptly. 

  Best,

  Copper.net Support

  Customer response

  02/23/2024

  The phone number given to me by Copper - does not work. No contact.
  

  Business response

  02/27/2024

  Got the billing sorted out and restored access to the email, can leave a voicemail at ###-###-#### if you have any more questions.

  Customer response

  02/28/2024

  BBB:

  You saved the day. Copper would never have responded without your help. They even charged me more money, even thought i am paid up for 6 money months. The charge was removed and Copper has sort of fixed the problem. When i get all my information from my account, i will leave Copper. Not a good group. You are wonderful!!

  Thank you, thank you, thank you.

  
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Schuyler Hurlbut

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since February 5, 2023 I called and emailed the support and billing departments at copper.net to state I would like to continue my email services with no response. I have called numerous times with no call back. As of yesterday, I am unable to get into my email account. It says user name and/or password aren't correct when they are. So I try to change my password and I get a message that I have no security questions. I called yesterday and I have called numerous times today with no call backs. I have also emailed the support and billing departments again today also.

  Business response

  02/21/2024

  We have restored access to the email and made plans to close the account the 1st of March, 2024.

  Best,

  Copper.net Support

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an email only subscriber to copper.net. I have been a customer for many years and this past October they raised the price for my wife’s and my email service to $59.90 a year. I received the last email at a little after 4PM on the 13th of this month. Neither I or my wife can send or receive emails because we get a response back saying the server doesn’t recognize our usernames or passwords. I have called their support number and left messages several times as well as emailed them several times through my Microsoft email account with no response back. They must be having serious problems if they can’t reply to their paying customers.

  Business response

  03/18/2024

  We greatly apologize for not emailing you back regarding this matter, we attempted to call you several times but they may have not reached you successfully. It appears that *****@copper.net is on and receiving emails okay, but if you continue to run into this issue we will certainly investigate. For now we have temporarily changed the password for *****@copper.net and sent it to [email protected] to get access back. Again if you continue to run into issues please let us know.

  Customer response

  03/21/2024

  First of all, I am happy that their support finally after 34 days, got my wife's email working.  I dispute the fact that they tried to call me several times.  They could have simply sent me an email over a month ago to fix this problem.  I cannot truthfully rate their support as anything but poor.  Someone in their organization needs to look into this matter.
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Copper.net host my webpage and e-mail, I haven't been able to login to e-mail due to errors. Customer service does not respond to calls or e-mails from alternative e-mail account. There is no option to speak to anyone directly.

  Business response

  02/20/2024

  Hi *******,

  Apologies for the slow communication. We have attempted several calls to assist in getting the passwords reset for those accounts, unfortunately our email line is quite full at the moment and some have slipped through unnoticed. The best way to reach us is through a voicemail to my work number at ?###-###-####?. Otherwise, please let us know when we can reach out to get those emails back online.

  Best,

  Copper.net Support

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am attempting to cancel my internet services with copper.net and the company does not respond to my emails or telephone calls

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We use copper.net for email. Beginning January 11th, the site would no longer accept our password to access our email. I emailed the support address with my concern the same day. I received no response. I called the support number and left a message. Again there was no response. Both my wife and I have attempted to contact them multiple times since both by email and phone with no response. I would also like to cancel my account with them and since I am enrolled in automatic billing I am concerned I will continue to be billed while getting no service.

  Business response

  02/06/2024

  To BBB & ******,

  We are terribly sorry for our poor communication, the billing system shift has created a lot of internal chaos. We first want to say that we will work out the closing of the account, and if you are billed further for any reason that we will refund you completely. Regarding the password issue, we wanted to confirm the password we have on file just in case. The password we have starts with* ***********, does this sound about right? If so then there may be a login issue and we will help you resolve the problem.

  Thank you for your patience and support,

  Copper.net Team

  Customer response

  02/07/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Cannot access my email account. They said they are moving to a new system but you CANNOT get anyone on the phone! I already paid my annual fee in August of 2023. I had to mail a check. If they are going to a new system a few months later I should have an ADJUSTMENT.

  Business response

  01/24/2024

  To *****/BBB,

   We are terribly sorry for our poor communication the past few weeks, the billing system shift has created some internal chaos which led to us missing some messages. Your email has been restored and you should have no issues accessing it for the foreseeable future but let us know if there are any further issues. We recognize that your account is paid through August of this year and we will honor that in full.

  We do require a credit card number and its expiration date (no CVV code needed) to get into our new system as check is unfortunately not *******ed, but we would like to offer you 3 free months for the lack of communication with your next billing date being December 1st, 2024. The only payment option going forward is monthly but it will automatically charge so you can be hands off and can let us know at any time if you want to cancel and we'll make sure there's no further charges. If you're on board for this subscription, please send the billing info in an email to *******@basicisp.net or in a voicemail to our ******* number. If you're not comfortable with these options you can let us know a time to call you and we can set up your account over the phone. If you decide you don't want to move forward with a subscription that is totally fine and your email will still be active until December 1st; You can let us know before then if you change your mind.

  Again we apologize for our poor communication and hope you'll stay with BasicISP in the future.

  Best,

  BasicISP *******

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to reach copper.net by phone leaving several VM’s and emailing their support line. This has been going on for almost 2 weeks now and they still have not reached out to me. My emails are not coming through to me.

  Business response

  12/11/2023

  Dear *****,

  First and foremost, I am sorry to hear about the frustration that you have experienced regarding this situation. When it comes to our support line, it is built as a voicemail callback service, which messages are responded to in the order they are received and is not open on Saturday, nor Sunday. I do see that our support agent was able to connect with you via email on 12/8 regarding your email server issue and we will be reaching out, via phone, to assist further with this issue. When would be a good date/time to reach out? I’ll have our agent give you a call as well today to resolve this issue quickly.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have tried to reach support numerous times with no response. I cannot access my email because unable to change password. This has cause a lot of stress on me. Sounds like this is an ongoing problem and hope this can be resolved quickly. My email is *********@copper.net and need access quickly. can be reached at ###-###-####

  Business response

  08/10/2023

  Dear *******,

  First and foremost, I am sorry to hear about the frustration that you have experienced regarding this situation. When it comes to our support line, it is built as a voicemail callback service, which messages are responded to in the order they are received and is not open on Saturday, nor Sunday. I do see that your messages have been received and we will be reaching out to assist in the password reset. When is a good date/time to reach out? I’ll have our agent give you a call as well today to resolve this issue quickly.

  Customer response

  08/11/2023

  I accept the business's response to resolve this complaint.
  

*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. ↩