ComplaintsforBuckeye Broadband

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  received my buckeye broadband bill and the amount was $140.00 more then usual. I called service and talked to a rep and he found that on 7/20/24, 7/21/24, 7/22/24 and 7/23/24 that the amount of data used was extremely high in the hundreds of giga bites. we only use around 10 gigs at the most and as little as 3 gigs. The rep I spoke with said he could not find a reason why it was so high and that he would summit the proper form to get a the billing corrected . after 10 days without any contact i called the billing department and was told that the claim was denied that the bill was correct and that we must of been web surfing ( not that age has a lot to do with it but i am 75 and my wife is 74) we don't web surf we do look up things. the amount of data used before those dates in July and since is in our normal usage range I can't explain it and Buckeye Broadband would not try to explain it. There just had to be a problem in the system and like good employees they are trying to make the consumer look like the problem. I am going to pay the bill just so I don't miss my payment date but I would like a reinbuirsment of $140.00 and a reason for the unusual usage

  Business response

  08/12/2024

  Buckeye Broadband spoke with the customer and provided a solution to resolve the customer's issue.  If you have further questions, please contact *** ***** at ************.  Thank you.

  Customer response

  08/13/2024

  
  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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I can't reach my doctor's office, Theirs is the only phone # that won't dial out for me on my landline. When I try to dial their # I get a recording that states "your # can't be completed at this time". Buckeye says they're investigating. They won't give out their supervisor's name so you can't pen anyone down. They never call back when they say they will.

  Business response

  08/02/2024

  Buckeye Broadband is working on getting this fixed. We are hoping to have the issue resolved soon. Please reach out to ******** ******* for further information, ************. Thank you.

  Customer response

  08/14/2024

  Buckeye Broadband came over to her house and fix the issue. She would like her complaint to be close as resolve. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had cancelled or thought they had cancelled service with them when the affordable connectivity program had ended due to their prices being too high for my budget. I obtained service through another provider on March 2024 and had called on March 3rd when I knew the new service was established and working. since then they have left my service running since then even though they had been contacted twice via phone prior to me returning equpitment in March as I had just forgot about it. when returning it the worker in the store asked me if I wanted to terminate service as well. I told her it should have been shut off in March when I called. so she tells me she will process that request. yesterday June 30th I get a email stating the account had been closed so they had left my account open and running until then after several attempts on my end to close it. I find this to be a ploy to run the bill sky high (I cant even access my account anymore online t obtain a balance either last known was $320 and some change) and ruin my credit. I had touched base with a associate in May to try to resolve the balance and pay what was really owed for final bill but they never returned the phone call with actual balance so I feel they are trying to just again ruin my credit by not giving balance and not closing account when prompted to.

  Business response

  07/17/2024

  Buckeye Broadband cleared the balance on the account and the customer does not owe anything further. Thank you.

  Customer response

  07/17/2024

   
  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was overcharged by Buckeye broadband. They credited my account in the month of May for $600 and when I called in on May 31, they told me that my balance was zero and I didn’t owe any money until June 28, 2024, which would be 79.95 when I called in today, they told me I had a balance of $92.05 That was due on May 31, but they didn’t put it on my account until June 7 so now they want me to pay $177.97 on June 28th. I told them that was not my fault and that I did not feel I should have to pay for their mistake and I was willing to pay $80 on June 28. They are not trying to work with me and they are not trying to take my bill down to $80 they are trying to get over on their customers and steal their money. The supervisors name is ******** and the customer service providers name is *******.

  Business response

  06/18/2024

  Buckeye Broadband spoke with this customer a few times. We will reach back out after her service appoitment to make sure the billing is correct. If you have further questions, please contact ******** ******* ************. Thank you. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 18 we had Buckeye out to connect high speed fiber. Couldn’t complete due to their underground conduit was plugged between neighbor and us. They ran cable from neighbor tower to our house thru backyards of neighbor house and our house and said they would be back on Monday 5/20 to complete. No one showed 5/20. Numerous calls to Buckeye about completing job. Neighbor not happy as cable across yards make mowing difficult. Finally someone came out on 5/22 someone came out and couldn't complete as blockage wasn’t completely eliminated. On 5/23 blockage eliminated but cable still running across yards. Neighbor getting very upset. Called today 5/28. Man we talked to told us “ ticket” made out on 5/24 and it could take two weeks to finish job. Asked to talk to his supervisor and he refused. We need this escalated and the job completed asap and not in two weeks. This is ridiculous!

  Business response

  06/04/2024

  Buckeye Broadband escalated this and completed the bury drop yesterday. Please reach out to ******** ******* for further information. ************. Thank you. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  buckeye employee shared, company was charging for services not receiving-he could not fix; instructed to contact offices. Was told credit to be applied, next bill $41. .Normal bill $389--May bill higher $426.90 - I called, told I got the credit on my bill...they charge for services before rendered -- no cash back !! ****** stated my actual bill was only $324.90 & not what I saw on the bill I received in the mail- as they had just given me a $100 rebate for the issues surrounding their inability to repair their wires at my home (another story) -NO EVIDENCE OF receiving money back except for the -$ on the bill...receiving a past due credit and then being billed for higher amt. doesn't add up. would like the money I paid ahead of services to be returned with interest & want billing practices changed with a much greater transparency and ease of interpreting bill. If they are going to pre-charge then if they make a mistake the customer should have the right to request how they want their money back. Since this was prior to December I think I am owned the consideration of getting my money back. I have paid my bills as I have received them--now they need to pay their debts they owe. I have my bills and their call records should reflect the name of who the customer spoke with -- there are big issues with service calls and I think this company due to holding a monopoly over the area needs to come clean with their business practices....this is a deep pocket company but all I want is what they owe me. will gladly talk to corporate head not an employee on how they should change---acct#**** ** *** ******* but buckeye loves asking for SS# they don't seem to use the acct no for ID.....my phone # is listed with this acct and they can get it from that...........they have all my info. i hope you can help-i know I am not the only one that struggles with this company--their own employees will tell you that.

  Business response

  05/23/2024

  Buckeye Broadband added an additional credit to the account. We reached out and left a message. For further information, please contact ******** ******* at ************. Thank you.

  Customer response

  06/03/2024

  after reading the first response--it was noted a message was left by cable at my home.....THIS IS NOT TRUE.
  
  There was no message left & they admitted to it, admitted they did not try back....I waited hoping to hear back but nothing so I called them on Wednesday 29th.
  
  Mind--the name ******* from cable company and ******** from BBA kinda lead to some confusion as I read
  
  thru all the info.....as I know see I must scroll down ....regardless, on the 29th I told the rep who called me...Vickie   the only acceptable resolution to my complaint is for me to get back the money I was improperly billed for---since they bill ahead of services rendered, this should be their procedure.  all credit here and there is irrelevant and gets lost (their goal) amongst all the piecework in billing--without lines to show plus & minus..
  
  AS of today JUNE 3   I have not received my check for the credit shown on April 2024 for $916.38.  I am not even going to try and get the other credits as noted on the bill ($5.00 & $27.83)  the billing they use does not allow for the customer to keep track.  My last "normal bill" was in April of 2024.........my December **** reflected the change in streaming vs previous.   I also learned while speaking with ****** who was speaking with ******* on the side--that part of the problem was they---WITHOUT MY KNOWLEDGE- CHANGED my package.  This is unacceptable 
  
  and is how they allow customers to be over charged----I have tried to change my package but I cannot and since I am bundled for all it is even worse......I am hoping to reach out to FTC --additionally, I am filing complaint with their
  
  practice of stuffing their bills with s*** mailings other than their bills..........
  
  thank you         g *****

  Business response

  06/07/2024

  Buckeye investigated the customers complaints.
  Since December ************************* has issued various courtesy credits in the amount of $545.94, including four times to remove otherwise applicable charges for running service calls to her home. As noted in the **** complaint, customer insisted that ******************** send the same technician every time; this is contrary to normal staffing policy,because this would prevent reasonable response times and make it difficult to handle other service calls in the area in a timely manner.
  DATE CREDITS Reason
  12/04/23 $50.00 TC CREDIT as she was charged for the truck roll
  04/01/24 $20.00 LOYALTY due to StreamTV issues
  04/02/24 $50.00 TC CREDIT as she was charged for the truck roll
  04/09/24 $20.00 LOYALTY due to complaint due to tc and issues with StreamTV
  04/25/24 $50.00 TC CREDIT as she was charged for the truck roll
  04/11/24 $50.00 TC CREDIT as she was charged for the truck roll
  04/25/24 $50.00 LOYALTY was issued due to trip charge and technical issues with Streamtv
  12/19/23 $8.66 STREAMTV for month of Dec 23
  12/19/23 $41.80 HDDVR CONVERTER RENTAL  for month of Dec 23
  05/28/24 $205.48 To zero the balance per ***
  Total $545.94
  As part of this credit process, in April 2024 Buckeye issued a credit of $50.79 ($41.80 for her video service package and $8.99 for StreamTV), related to her December 2023 video services, which may have contributed to the customers erroneous belief that her subsequent bill in *** should have been $41. Buckeye also issued another credit for $916.38, to correct billing issues from the end of 2023 based on the switching into and out of the StreamTV IPTV product. This may be the origin of her inaccurate belief that Buckeye owes her another $900.
  
  On *** 7, 2024, the customer reached out again because she was still unhappy about her billing, notwithstanding the prior months credits; during this call, she again stated that she had not gotten the credits she was owed (notwithstanding almost $1500 of credits we had issued in the prior six months), and described Buckeyes billing practices using a slur directed at member of the Jewish religion.
  
  Ultimately,Buckeye zeroed out the customers account on *** 28, 2024, so the billing process could start afresh. However, even that did not satisfy the customer:she did not want the credit because she does not think Buckeye handled her changes to service correctly, she is unhappy with our past service practices,and she just wants Buckeye to be bought by a third-party so some other entity will be provider her services.
  
  To be blunt, Buckeye does not believe there is any action it can take to resolve the customers purported issues: it has issued substantial credits onto the customers account and completely wiped out any existing balance, but the customer remains unhappy. At this point ******************** believes the issue is as resolved as it can be.  

  Customer response

  06/13/2024

   
  Complaint: 21740134
  
  I am rejecting this response because: the logic being used by this company isn't acceptable   I am in the process of reviewing all my ******** from 2022 up until now.  I am also reviewing the 2 page rules and expectations customers are given each year; "the company promises".  I do not believe the adjustments given me for the issues I was facing should be acceptable as payment of the fees they overcharged me for "pre" services I was not given.  I doubt that the BBB can fix this when the company doesn't see fit to respect its commitment to the consumer.  any time I mention this to anyone else, the comment is "wish we had options"   I don't have an option except to go without TV and since I am bundled--it will cause me a lot of issues.  Additionally they have all the recordings and have chosen to try and paint me as someone who is unwilling to accept---wrong.    I can give full detail that clearly outlines the faults of the company along with their deception----forcing customers to take when they are not fully told of the options---they chose to unbundle and then bundle my services without my being given the full info; there by allowing them to charge me even more...........I don't find this acceptable.  I believe I have an obligation to seek legislative help to allow people to have any company come into a region.  We had ******* but they switched ******* and ****** and we fell in to the cracks.   Buckeye is a monopoly along with Promedica and The Blade. Oddly they are all intertwined.......it is this reason that forces me to try and take this issue to higher levels at both states.    All that had to happen   was for them to reimburse me for monies they took---the rest was due to issues considering the wiring was from the 1990's  Yes I was an original customer---they left the area and I am still here.  SAD  that the company for as big as they are, fails to treat it's customers and its staff---the way they do...........I believe in today's world they refer to that as being a BULLY.  I won't bend for a bully and I will defend what I believe is the right I have to defend my money/earned and now at a fixed level due to my age.  again--the credits I got were for what was currently happening---and they do not have good follow thru & consistency.   I have reason for each and every action I took in regards to the responses I received from them --- attitudes forced onto their employees    Luckily, I have met some ethically responsible young people who were looking out for my best interests..................they have one option left...........and I am going to pay my bill----sitting here in front of me........ZERO ????  no   and now at this point it is a matter of stress and time that they have burdened me with.........  

  
  Sincerely,
  
  G *****

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm being overcharged for the **************** at Buckeye Broadband, my first payment was due in 21 Days, and I payed that, now they are telling me a additional payment on April 2nd was adding to my bill. I asked for the statements to be sent to me, and I still haven't received them.

  Business response

  05/14/2024

  Buckeye Broadband reached out to this customer and resolved the case. For further information, please contact ******************************* ************. Thank you.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 27th buckeye was roadside working on equipment for cable. Awhile after they drove away I lost all internet. I called and was informed that buckeye needed access to my home to fix whatever issue they caused. They gave me a 4 hour time block that they would be there , however they never showed up. They then called back and wanted to make another appointment to gain access to my home which I informed the lady I am in a outage and work 7 days a week and i am not willing to lose pay for there incompetence. There is no problem inside the home the modem which is new is there equipment. They caused the issue outside the home and refuse to fix it. I was without internet for 7 days which I paid for. So I got tired of the fight and canceled buckeye cable internet. Also I never received the speeds that I paid for and buckeye holds a monopoly in our area for internet. I also filed a complaint with the ***

  Customer response

  05/06/2024

  Credit my account and a year of reduced rate after coming back to the roadside box and fixing the issues they caused. I will ***** them a 1 hour window date and time assigned by me to enter my home. If this issue arises again buckeye broad band with pay me my hourly rate to stay home and wait for them.

  Business response

  05/07/2024

  Buckeye Broadband reached out to the customer and resolved this case. For further information, please contact ******************************* at ************. Thank you. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My neighbor, at ***** ***** **. **********, OH had this company install a fibereoptic cable for their services. This company ran the cable on MY property (not on the easement, its up MY property line running the whole length of our backyard. Also, the cable is exposed in two areas, literally laying on top of the ground. We have spoken to the neighbor, they tell us they need to have that cable in conduit due to their dog. We asked them to have that cable removed, it is on our property. We have called customer service 3 times. ************. I spoke to **** in Tech Support on 8/28/23. He filed a report with the digging crew. On 9/8/23 I spoke to ******** who filled out 2 more complaints one to the dispatch team, and one to the construction crew. My husband spoke to someone on the tech crew before 8/28/23, that person filled out a report also and told him NOT to cut that cable as WE will be responsibe for it's replacement. He explained to my husband that the cable should not be on our property. That was when my husband spoke to the neighbor. We have not had a call back from anyone. We are really angry, the cable is literally exposed by several feet . We want this off of our property. It's in the way of cutting our grass, and it's in our garden. It does not belong on our property as it is NOT in the easement. No one will contact us back.

  Business response

  04/25/2024

  Buckeye Broadband management team is working with this customer to resolve the issue. Please reach out to ******** ******* if you have further questions, ************. Thank you.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Monday March 25 2024 I call representing ********* ****** ******** LLC to request a change of entity of business. No problems at this point. Tuesday March 26 2024. Email has been received from buckeye cable systems stating they need the new entitys (********* Gardens LLC) owners email address and were adamant that the entity’s email address was not sufficient. I then stated that this email was submitted upon the entity’s regulating partners wishes. Lisa the buckeye commercial representing changed her attitude to that of a angry 1st grader and told me in a very non professional manor that this email *********[email protected] would not work because it needed to be the owners personal email. Odviously she dosnt know how an LLC works. I have made numerous requests to change the service entity’s name and get the form needed to do so. I have gotten no response from the Buckeyes representatives. Please help. I will also be filing a complaint with the attorney general division of consumer protection. I would like to get this resolved asap Thank you John Monnette Manager ********* ****** ******** LLC

  Business response

  04/12/2024

  Buckeye Broadband reached out but has not heard back from the customer. The Business department can be reached at *****************************. Thank you.

*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. ↩