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Complaint Details
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Initial Complaint
09/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
About 6 weeks ago third-party contractors ran fiber to our home and installed a junction box on the backside. We have called Cross Telephone at least 3 times for information on when the installation of the service will be complete. The response from their central office is that "whoever took the order will give you a call when it's ready". The last call did result in a comment that "we are in negotiation". This is embarrassing that a so-called communication company doesn't communicate with its customers. We home office and depend on internet service for our livelihoods. The least they can do is tell us they have abandoned the project.Business response
01/04/2023
Business Response /* (1000, 11, 2022/10/19) */ We are still working on completing this section of fiber. Until the time the project is completed there is nothing we are able to do. These projects take awhile to build and we have to engage customers before, sometime months before, we are ready to install services at their home. The customer will be contacted as soon as the fiber is completed and we can install an active connection at the customer's home. Consumer Response /* (3000, 13, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company does not communicate with its employees or customers. They did not respond to BBB inquiries. They are incompetent in providing this technology to consumers who need dependable service in rural areas. They should do the right thing and divest from this project, reimburse the taxpayer who is probably paying for their incompetence and hand the project off to a capable company. Business Response /* (4000, 15, 2022/10/24) */ Thank you for your feedback.Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Customers outside of the Gore area are being charged for internet speed that they are not getting. Cross is charging for 25mb speeds, but some customers rarely see even half of that speed. The average seems to be 1/3 the advertised speed at best. People who are close to the box are still not receiving 25mb. Cross has been negligent by overcharging and underserving for years.Business response
06/14/2022
Business Response /* (1000, 5, 2022/05/23) */ We always encourage our customers to report any service issues to our Service and Support group so we can do our due diligence in resolving any issues, 1-800-828-6567. Additionally, while we strive to always serve our customers beyond their expectations, our services are sold based on "maximum" speeds available with no guarantee on speeds. Please see the below reference materialized from our legal page. https://www.crosstel.net/pages-html/legal.html Document: Net Neutrality Section: Expected and actual speeds and latency: Expected performance. We offer customers a variety of High Speed Internet Service levels. We provide a description of the expected maximum transfer speeds associated with each service level in our High Speed Internet Service Overview, available at https://www.crosstel.net/pages-html/crossilec.html. Speed. The speeds we identify for each High Speed Internet Service level are the maximum upload and download speeds that customers are likely to experience. We provision our customers' modems and engineer our network to deliver the speeds to which our customers subscribe. However, we do not guarantee that a customer will actually achieve those speeds at all times. A variety of factors can affect upload and download speeds, including customer equipment, network equipment, congestion in our network, congestion beyond our network, performance issues with an Internet application, content, or service, and more.Initial Complaint
09/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My neighbor installed sprinkler system and cut my telephone cable and internet service. Cross responded same day ran new line to the house. The new telephone box was never hooked up.Business response
11/02/2021
Business Response /* (1000, 5, 2021/09/20) */ Customer's issue resolved 9/17/2021
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.