Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Always keep my bills paid, yet the speed is never even a fifth of what's advertised and promised to my plan. I've had multiple technicians to my house to fix my internet yet, new lines boxes and multiple phone calls, lagging, can't game can't stream. Spend hours on hold. I pay 96 dollars a month for a few minutes of internet a day. And buckeye has a monopoly over our city and is the only option.
Business response
09/23/2022
Buckeye Broadband visited this customers home last week and all the wiring is new. The modem showed no issues. The customer has Technical Operations Supervisor, *******'s direct phone number if he has any further issues.Initial Complaint
07/27/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called them again about a problem with my TV reception cutting out, they reset the modem before, them i called again, same problem, they had me unplug main box then tivo box, then plug each back in and was told to try that, still cutting out, called back again was told there is a known glitch with the last update that effects the modem and tivo, guy said there should be a download coming and I could wait but he wasn't sure when... so I opted to wait, just keeps getting worse, called back they won't come out at my convenience only when they have time... We spend a ton of money every month and are getting treated terrible... Terrible Company & Customer ServiceBusiness response
08/10/2022
Buckeye Broadband Technical Support reached out to troubleshoot but had to leave a message. We can be reached anytime at 419.724.9800. Thank you.Customer response
08/22/2022
[BBB transcription via duplicate complaint from consumer]
This complaint is in addition to a previous complaint. I have had an ongoing problem with Buckeye cable and my television freezing up and telling me to get ahold of Buckeye cable. Buckeye was not able to assist in my problem or work around my schedule.. After about 2 weeks I took off work 3 hours early and I scheduled an appointment for this past Friday from 6 to 8 they called me at 7:45 to tell me they couldn't get here.. so I lost 3 hours of pay and scheduled for Sunday morning gaurenteeing I would be first appointment, it is now 8:30 and another no show at the promised time
Business response
08/22/2022
Buckeye Broadband installed a new modem and verified services are working with the customer. We added a credit for the late technician that will appear on the next invoice. Please reach out to ******** ******* for more information, ************. Thank you.Initial Complaint
07/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I scheduled an apointment Friday, Saturday I was told due to excessive time loss, that i wasnt gonna recieve service, today around 12:16 apparently they called, but i have no call logs and a voicemail set up. So I am assuming they skipped out on me.Business response
07/27/2022
Buckeye Broadband reached out to reschedule the install and issued a one time courtesy credit for the inconvenience. The customer can call us at anytime to book a new install day/time. We can be reached at 419.724.9800. Thank you.Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our family moved to Toledo 2 years ago and were happy to return to be closer to family, but we know we would be losing the amazing ISP that we've had consistent fiber service with for years. Toledo's internet is some of the worst I've ever experienced and will be leaving as soon as I can from this area. Why? Buckeye Broadband and lack of competition in the area. They keep their speeds low, their tech support is VERY rude and unhelpful, and their service is abysmal. Speeds are low compared to elsewhere in the country. I've had faster internet on an island. Fiber is non-existent - they don't do FTTP/FTTH, though we were willing to pay for the installation. The amount of buffering is wild. Of course, they will tell you they don't guarantee wireless service and to shut up and deal with it. I was told they don't even guarantee internet service that's wired via ethernet by *******, their great tech support I've had the misfortune of speaking with. For a year, I've had to deal with intermittent dead hops on 3&4 when it rains, but told it's not their problem. If you work from home and have a healthcare telemedicine job that requires consistent VoIP or if you work in tech in general - just stay away. Your job could be threatened because of poor local infrastructure. Move elsewhere - there are areas elsewhere that have amazing coverage and you don't have to come to Buckeye Broadband.Business response
08/22/2022
When Buckeye Broadband Technical Support reached out on July 29th, the customer stated the only issue they had was a billing issues and it was resolved. Please contact ******** ******* for more information, ************. Thank you.Initial Complaint
06/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Buckeye Cable raised the fee they are charging to rent the modem I have been renting and did not notifying anyone and hid behind the fact that the April bill that this fee was first reflected on is available online. If you raise your rate you notify your customers at the least via email if no paper statement is mailed. Hiding behind the fact a bill is available online is not only unprofessional but should be investigated.Business response
06/16/2022
Buckeye Broadband did notify customers of the increase on the April invoice. The message reads:
Important: Due to the increase in support fees, the internet equipment fee will increase to $13.99 per month. This change is effective on or after May 8th, 2022.
Buckeye Broadband provides an opportunity for customers to purchase and manage their own equipment, such as a cable modem, ultimately saving the monthly recurring Internet Equipment Fee of $13.99 per month if the customers chooses to do so.
Buckeye recommends and supports the following cable modems
****** **** ** ***** ***** *********** ************ ***** ***** ****** ***** * ****** ****** **** **** ***** * ****** ****** **** **** ***** * ******
Each modem listed above can be purchased at any local ********* **** *** locationThere are many benefits for electing to subscribe to the monthly Internet Equipment Fee
*Buckeye Broadband provides 24/7 support for the cable modem
*The cable modem is continually updated with the latest firmware
*If for any reason the cable modem goes bad, the modem is swapped for a new modem at no charge
*Technology changes very quickly and the customer will always have the latest modem technologyCustomer response
06/16/2022
Complaint: ********
I am rejecting this response because: I was never notified. You cannot raise rates and not at the very least email people. It is unethical and dishonest. You should see the ******** comments as well- no one realized you did this. It's extremely poor business practices. Shame on you Buckeye Cable.Please have this complaint be posted publicly.
Sincerely,
**** *****Initial Complaint
06/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 6/5/22 I began to check who else provides internet in my area because Buckeye Broadband could only charge me more money for unlimited. I contacted ******** and they could not service me but said Buckeye could and told me to call ************ on 6/6 for assistance for special offer. On 6/6 I called in the morning and ***** advised she could give me unlimited internet for my same rate of $69.99 per month and it would remain that way unless I made changes. On 6/8 I checked my BB account (account#****************) and saw my bill was going to be $99.99. I called the same number again and spoke with ********* and explained everything. She placed me on hold to check with *****. When ********* came back she advised that she has reduced the bill back to $69.99 and it is still unlimited usage BUT I would need to call back in in 6 months time to make this request again as this was the promo they had. I am happy my bill is $69.99 but not happy that I need to call back in when clearly I was advised by employee ***** it would be $69.99 and unlimited internet unless I called in to make changes.Business response
06/13/2022
Buckeye Broadband reached out and resolved this case on June 9th. Please contact ******** ******* for further information, ************. Thank you.Customer response
06/14/2022
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,
******* ********Customer response
12/07/2022
[BBB transcription via duplicate complaint]
6/9/22 I spoke w/******** out of BB Operations. She promised me I would be billed $39.99 for 6 months then $59.99 for 6 months after that my internet unlimited would be $79.99. I agreed to this. In June I was billed $48, the next 5 months were the $39.99. My November bill is not as I expected, I am being billed $59.99. I called twice to resolve this and my second call on 12/6 with ******* she explained I was on a 6 month promotion that ended and I am being billed based on 1/2 off internet & 1/2 off unlimiteddata. This is not what I was promised and I feel I was not provided all the proper billing information. (First call was on 12/5 and it was very confusing which is why I called a second time) I feel they are not providing clear pricing and when I asked if any other deals were available I was advised no.
A call from the company with a better deal or at the very least a credit and 6 months of billing what I was promied.
Business response
12/07/2022
Buckeye Broadband reached out to this customer twice today to explain the 2023 rate adjustment. We left messages.Customer response
12/09/2022
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
06/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I pay $69.99 dollars a month for 100 Mbps download speed for my internet connection. I am only receiving less than 50 Mbps on a regular basis. When I called I was told they could not guarantee wi-fi connections. I was not told that when I upgraded my service. I also don't think it is right for B;uckeye Broadband to have a monopoly in the ******* area. They are able to charge what they want and not provide services promisedBusiness response
06/13/2022
Buckeye Broadband technical support Tier 2 reached out and left a message. Please reference Tier 2 ticket ***** when calling. Thank you.Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In late October we moved into a newly constructed home and connected with Buckeye Cable to have internet installed in our home. They ran a fiber-optic cable from the electrical box in our front yard to the side of the house. A few weeks later they buried that line. About two months later that line became unburied. Some slight erosion may have led to this, because the grass is sparse. A few weeks later they reburied the line. Again the line became unburied. On May 11th I sent a message through their website detailing our frustration and asking them to send their best people out to bury the line one final time. I also called May 12th to ensure they received my message. We were told that the job would be prioritized. I called again yesterday, May 19th looking for an update. The customer service agent told me it could be buried that afternoon and transferred me to have that confirmed. At that point I was told by another agent that the previous agent could not have possibly scheduled it that quickly because first the city would need to put flags out to ensure no underground lines were damaged by the dig. When that agent told me that he could only schedule us out 4-6 weeks I asked to speak to the supervisor he had just spoken to on our behalf. I was on hold for about 20 minutes before that agent told me his supervisor was not available, but took my information ensuring they would call me back. They did not call me back. My resolution is simple. I want them to prioritize this job and send their best people out to properly bury this cable. With a dog next door and two toddlers in our home we are concerned about safety issues, along with outage possibilities if the cable is damaged.Business response
05/26/2022
Buckeye Broadband will be back out on May 27th to get this taken care of. Please reach out to Jennifer ******* for further information, ************. Thank you.Customer response
06/05/2022
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
05/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I cancelled my service in April and was charged $300 for the equipment. I went tot he store and returned it 4/22. I was told I would get the money back in my account or in the mail in the next couple of weeks. I called multiple times on 5/11, 5/12, 5/5 and I was told the mail was slow and that they only do payouts once a month. I contacted them via the chat on their website 5/16 and was told that the request to refund my $300 was placed 5/12(3 weeks after I returned the equipment). And that it would take 4-5 weeks to get a check in the mail. So they were able to take the money directly out of my bank account AFTER I cancelled and paid my last bill but they refuse to put the money back in and I would never get my money back if I hadn’t called so many times because the request to get my refund was made after one of my many phone calls.Business response
05/16/2022
Buckeye Broadband escalated this case last week. The refund will be processed as soon as possible. Please reach out to ******** ******* for further information, ************. Thank you.Customer response
05/18/2022
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
05/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had issues with my cable locking up. Buckeye came out and said they could fix it but I had to get ********. ******** did not work. I was told that if ******** didn’t work I had 30 days to cancel and go back to my old plan. When I called to try to do that, they said my plan was no longer available and my bill went from $266 a month to $305. There was nothing they could do and nobody higher up could change my rate back. I want compensation for the difference for th months following until now.Business response
05/24/2022
Buckeye Broadband looked into this complaint and the account is no longer active. Please reach out to ******** ******* for further information, ************. 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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
107 total complaints in the last 3 years.
44 complaints closed in the last 12 months.