Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok on the 29 th of January I paid my bills which pays for the month of February so on the 4 th of February I went in to cancel my internet and they said they couldnt help me I needed to go on line a file a disconition notice I could figure this out so I called ***** the supervisor for probably with payment and she helped me cancel subscription then I ask how much money will I be getting back and do said that there policy dont refund money will I told her that we never received a notification of any rules they have since they just bought out the previous own of the internet which was a different name ********************** which they bought out and never end notified us about rule changes the reason we cancel is because the internet dose not work all the time and the people at the office can never help out to fix problems so since we were beaver notified about changes I think we should get our refund back plus if you pay cash in the office the charge $3.00 more which they dont even put on bill

  

  Business response

  02/12/2025

  Hello ****, 

  Per our company policy, we do not prorate bills as outlined in our Terms of Service. These terms are agreed to upon using our service and can be reviewed at *********************************************************************. There was a notification sent out to all customers in March of 2023 of the change in ownership and the updates that would be coming to our policies. 

  Additionally, we do charge a $3 manual payment processing fee. However, we offer alternative payment methods that do not incur this fee, such as autopay or paying through our online billing portal.

  If you have any further questions, please dont hesitate to reach out.

  Best,

  Blue Mountain Networks

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The internet company has failed to provide service approximately *************** our residential area. I was told by a customer service *** that a tower in our area has been shut down by a homeowner on the electricity so therefor we do not get the internet service. The company did not inform any customer vis text or email about this problem but still took money out of accounts for our monthly bill. I have contacted the company 5 times in the last week with no compliance on the issue. I am using my phone data to get the internet which will cost me extra money. I want this issue resolved in a timely manner, but the company is not providing adequate service and basically stealing from its customers.

  

  Business response

  01/23/2025

  Hello ****, 

  We apologize for the inconvenience this situation has caused. As you have been notified, we unfortunately will be terminating internet service provided in the ***********************;neighborhood in ******. Despite extensive efforts, we have been unable to secure a proper tower site with guaranteed power and other necessary infrastructure to maintain reliable internet service in this area.

  We have already voided your invoice for January as we were not able to provide you service at this time. 

  If there is anything else we can assist you with, please reach out to our team at ************ and they would be happy to assist you. 

  Best,

  The Blue Mountain Networks Team 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Blue Mountain *********** has discontinued our internet service at least twice this year. The statements they mail out on the 1st of the month say that the bill is due the 1st of that same month. We receive the bill up to a week after it is due and by the time they receive our payment, we are late. 1. With no notice that we are late, they cut off our service.2. With nothing showing on the bills specifically, we have been being charged paper billing fees, check cashing fee, and late fees. The only notification on the bills says Taxes/Fees.We had no idea that these specific fees were being assessed, we had no idea that our payments were late, and we had no notice why our service was shut off until today, when I called. I have called several other times this year and was never told ANY of this.This cannot be fair business practice!!Because we live in rural **************, our options for internet service are limited. Is there any recourse for us to get all these fees back? Is this fair business practice? What can we do?We have no idea how much we have been charged this last year because the fees show up under Taxes/Fees.Our Charges have risen from $76.26 in January, 2024 to $85.26 in November 2024. The total Taxes/Fees we have paid during this time has been $103.00. I have no way of knowing what portion of this is check, paper billing fees, and late fees.8

  Customer response

  11/13/2024

    I have recently discovered that Blue Mountain LLC actually does provide a breakdown of the charges and some fees on the back of their billing statement.

  However, I could not find the LATE fees listed as such.  I still feel that having the billing date of the statement be the due date is unfair business practice. By the time we received the bill in the mail, it was not possible to send in our payment on time, thereby accruing late fees. I also believe that it is unfair business practice to cut off service with absolutely no notice.  Even when I called several times this year, I was not told the reason for the service interruption, until yesterday .  I even bought a new router because they convinced me that was the problem. I just wanted you to have the facts as I see them.

   

  Thank you, 

   

  ******** *****

  

  Business response

  01/16/2025

  Hello *****, 

  Reviewing your account, we can see that your invoices are sent to you on the 8th of the month prior to the month your invoice is due. For example, for March you will get sent your invoice on February 8th and it will be due on March 1st. These invoices are sent to the email on file ****************. 

  Multiple emails are sent to our customers prior to suspending service due to non-payment. These notification emails are sent to the email on file ****************. 

  Any fees are outlined on the 2nd page of your invoice, the first page only shows a summary of all your charges and payments. The only fees that we see are being regular assessed on your account is the Paper Check Processing Fee. Per company policy, this fee is charged for each check that is processed. Please know that the check fee is part of our company policy, which helps us cover the administrative costs associated with processing check payments. However, we want to make it as easy and convenient as possible for you to manage your payments, and were happy to offer several alternative methods that do not include a fee such as online payment or auto-pay. 

  On our online billing portal, which we see you are signed up for, you can access all of your invoices and see the breakdown of the taxes and fees on the second page. We show our emails that have been sent to **************** have sent successfully. If you do not see these emails, please check your spam/junk folder. 

  If you have any additional questions or concerns, please reach out to our customer service team at ************ and they would be happy to assist you! 

  Customer response

  01/21/2025

   
  Complaint: 22546854
  
  I am rejecting this response because:
  I now have discovered that I have been being charged $36.00 a year for an email account that I had no idea I even had, and have never used. And this has been going on for years.

  As to their comment about a 2 page bill, there are 10 pages in my online bill with no discernible organization, so that all these extra fees are very difficult to even find.

  Im requesting that someone look into the business practices of this company and a refund for all the years Blue Mountain, LLC has charged me late fees and email usage fees.
  Sincerely,
  
  ***** *****

  

  Business response

  02/12/2025

  Hello *****, 

  You were not being charged for your email address until January 2024 and there was a notification sent out when we began charging for this. We have gone ahead and reversed all of the charges for your email inbox. This left a credit of $42.02 on your account that was applied to your March invoice and the remaining amount will go towards your April invoice. If you would rather receive a refund for this amount, please call ************ and provide us with your mailing address so that we can send you a check. 

  I have reviewed the invoices on your account and verified they are only 2 pages long. I have resent your invoice for March to **************** that should only be 2 pages long and all taxes and fees are clearly outlined on the second page. 
  

  If there is anything else we can assist you with, please let us know. 

  Best,

  Blue Mountain Networks

  Customer response

  02/12/2025

   
  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

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company took over a previous internet provider. Since they have taken over I have had nothing but billing problems with them. 1. I haven't recieved a bill (paper or digital). I pay my bills through ****. I schedule them to be paid as directed. Apparently they send a check to this company. I have not missed a payment 2. They say it takes 3 weeks for checks to be credited. This is ridiculous. 3. They turned off my service because they say they didn't receive the check. **** did send the check(s), I have called multiple times. And they required a payment over the phone before they would turn the service back on. This company has very bad billingt/payment policies. I am looking for another provider, but I live in a rural community so there aren't as many options.

  

  Business response

  11/04/2024

  Hello ****,

  We are sorry to hear you have been having issues with your billing. 

  We do not send paper invoices, unless requested, but you should be receiving your invoices to your email *************************************. If the email address we have on file is incorrect or you would like your invoice sent to a different email, please contact us to get this updated.

  It does not take 3 weeks for checks to be posted unless there is a delay, such as the check being sent to the wrong address. Please make sure all checks are being sent to the following address: 

  BLUE MOUNTAIN NETWORKS LLC
  PO BOX ***** LB 1251
  *****************-5142

  To help avoid any future service disruptions, we encourage you to sign up for AutoPay, which ensures that your payments are made automatically on time. You can also make one-time payments easily through our billing portal at your convenience.

  If you need any additional assistance or have any questions, feel free to reach out. We're here to help!

  Best,
  Blue Mountain Networks
  ************
  *****************************************************************************

  Customer response

  11/11/2024

   
  Complaint: 22391223
  
  I am rejecting this response because: It does not address the issue.  1.  I've been given 2 addresses to which to send payment. 2. I was told it took 3 weeks to process checks 3.  There SHOULD NOT be a charge for checks.  I prefer to pay that way.  That is discriminatory. 4.  I never had any problem with *********, and this change has not been satisfactory. I am very disillusioned with this billing process.
  
  Sincerely,
  
  **** Lynne *****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a hardline phone and fax with blue mountain Networks since 2018 with that my phone lines have gone down multiple times which I know is expected things break it happens, it was fixed up until July of this year in July my phones went down I called tech support on thursday they said they couldn't figure it out and would have someone reach out to me in 24hrs I did not receive a call back I called back Monday afternoon to check if there was an update they said they still didn't know and would have a manager call me back within 24hrs I did not receive a call back still I called again I believe between Wednesday and Friday, I was told again they didn't know and that someone would call me, I never received that **** and so I started the process of changing providers when the new provider came to switch the lines they discovered 2 breaks down the lines that had to be fixed before they could start my services these breaks where not on my property, when I called blue mountain Networks to report my cancelation of my phone lines I was told there was no accommodation that could be made about my bill because I was canceling part of my services even though they didn't work for 2 months and tech support would not call me back or fix the problem and the last call I received from them told me that tech did determine that the problem in the phone lines was in my home but that is all false because tech support never came out to check where the problem was the lines are only accessible through my gated yard or house no one has came out and the other provider fixed the lines that were broken.

  

  Business response

  11/04/2024

  Hello Alaura, 

  We apologize for your experience with our team. Unfortunately, your phone line relied on an upstream carrier who took longer than expected to respond to our outage request. 

  Due to company policy, we do not issue credits for services that are being canceled. 

  If there is anything else we can assist you with or you would like further clarification on, please let us know!

  Best,
  Blue Mountain Networks 
  ************

  Customer response

  11/04/2024

   
  Complaint: 22324932
  
  I am rejecting this response because: 

  I was not notified that the work order was put in, as well as when I called into tech support they told me multiple times there was no notes about anything being done about the line being down, when I called to cancel my service they told me a tech came to the property and deemed it to be a problem in the home. I am now receiving a conflicting reason from you. I also called multiple times and was told a manager would call me back to which I never received a call back. I believe that a phone and fax line being down for 3 months and never receiving communication from the company you are paying to receive service from is unacceptable.
  
  Sincerely,
  
  ****** ****

  

  Business response

  01/16/2025

  Hello Alaura, 

  We apologize for the experience you had with our team and appreciate your feedback. We will look into what team members you spoke to and make sure our team is providing the level of service we strive for. What we relayed in our previous response is what was reviewed and communicated by a manager. 

  If you would like to speak to a manager, please let us know and we would be happy to have them reach out to you and explain the situation. 

  Your satisfaction is important to us, and we are committed to regaining your trust. Thank you for bringing this to our attention, and I appreciate your understanding as we work to make things right.

  Best regards,
  Blue Mountain Networks

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have adsl and landline from them, the adsl requires the landline in order to work. On August 28th my landline goes to beeping and my internet quits as a result. I call technical support and they say my phone was disconnected by my request on July 5th. I did no such thing and told them as much. Support transferred me to billing to get it fixed but billing said they couldn't because they no longer sell landlines. They said they would escalate and get back to me. They did not. I called again the next day they said they would get back to me, they have not. I looked at my billing online and it says next bill is for full amount. I called to cancel adsl since it doesn't work without landline and you can't cancel by phone, only by filling out form on internet, yet they canceled my phone service without any such thing.

  

  Business response

  09/18/2024

  Hi Fillmore, 

  We want to sincerely apologize for the recent disconnection of your service as part of our system cleanup. Unfortunately, this was an oversight on our part and we deeply regret the inconvenience this has caused.

  Per our records, our team spoke to you and informed you that you could call *********** to try and get the number back, but you chose to leave things as is. 

  If theres anything else we can assist you with, or if you have any further concerns, please feel free to reach out. Our team would be happy to assist you. 

  Best Regards, 

  Blue Mountain Networks

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was used for home internet at a previous address and transferred to my new address. The internet is a fiber connection. During the install the technician claimed they could not get a component to work. The component in question was the device that converted the fiber signal to interface with the router. The technician installed a different component that was not the same as the original. We pay for 300Mbps internet and all internet speed test show we only are getting approximately 60Mbps. The company is refusing to send a technician to investigate the problem because they do not see a network problem on their end. I would like to be receiving the product I am paying for.

  

  Business response

  05/20/2024

  Hello,

  We are sorry to hear about your negative experience with our team and would like to make this right. Unfortunately, we were not able to find an account with your contact information provided. 

  Please respond with the service address and/or account name so we can look further into this.

  Thank you,

  The Blue Mountain Networks Team

• Initial Complaint

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 29,2024 contacted Blue Mountain Networks in ********* ******. No internet service as they canceled us. They have auto pay which is a required service. I had a newer debit card and forgot to change it so they never received payment. They never contacted me and said that they never received payment but when contacted me they said I had a ****** bill for mostly late fees but never received a breakdown on the fees charged. After paying the ****** they said would be back on in 30min which never happened. Then called back again and said would be back on next day. At this time internet has not come back on time is March 30, 2024 at 730am

  

  Business response

  04/10/2024

  Hello *****,

  We are sorry to hear about the negative experience you encountered with our customer service team. This is not the experience we strive for.

  You did not receive any emails because we did not have an email on file for you. You should have been explained the charges that you owed, we apologize this was not the case.

  As of this time, it looks like your service has been restored and we waived your late fee and suspension fee as well as added your email to your account so you receive all notifications moving forward.

  If there is anything else we can do to make this right or you are having any issues with your service, please let us know. We would be happy to assist you. Again, we apologize for any inconvenience this has caused.

  Best,
  Blue Mountain Networks
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Billing issues i had contacted you not long ago about my internet bill and a lady at eot/blue mountain networks called me and said i wouldnt get a bill until October and she would get back to me after a grand jury summons and she never did so i was keeping a eye on my account and nothing i got a disconnect notice a week or so ago i call told them what the lady said they said she went to a different job and now they want me to pay the amount that she said I didnt owe and they wont fix it

  

  Business response

  10/20/2023

  Hello *****,

  We are sorry to hear that you are experiencing billing issues. We attempted to locate your account with the information provided, but could not find one. Can you please send your account number and/or service address by responding to this complaint or emailing ******************************************** We would be happy to assist you and would like to resolve this for you. 

  Best,
  Blue Mountain Networks 

  Customer response

  10/21/2023

  Im not sure what my account number is should be able to look up from my address 

  **************************************** 97886

  

  Business response

  01/26/2024

  Hi *****,

  We were notified this complaint was still open with the BBB, but believe this has been resolved with our team. If there is anything else we can assist you with, please let us know! 

  Best,

  Blue Mountain Networks

  Customer response

  01/26/2024

   
  Complaint: 20754445
  
  I am rejecting this response because: they can look up my account by my address thats how they have done in the past I sent them acp program information in October they never even applied in until this month and never applied the total amount that I should have gotten 
  
  Sincerely,
  
  ***************************

  

  Business response

  02/13/2024

  Hello *****,

  We asked for additional information as we were in the process of moving to a new billing system and wanted to confirm we were reviewing the correct account. After reviewing your account, we verified your ACP credits were applied for the months of December-February as we show we received your ACP renewal information in December. We do apologize for the confusion as you state you sent over your information to us in October. We have went ahead and added a credit to your account of $60 for the months of October and November at the company's expense.

  If there is anything else we can assist you with, please let us know. We appreciate your patience and apologize for any inconvenience you have experienced. 

  Best Regards,
  Blue Mountain Networks 

   

  Customer response

  02/13/2024

  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.
  
  Thank you

  Sincerely,
  
  ***************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  No ***************** they say my company owes them money, but I don't know what for, they do not return calls, or email. 5 messages left, and two emails in the past week, and it's crickets from them. The only reason I'm filing this with the BBB is because I can not get anyone from Blue Mountain Networks to contact me. But, they are now sending us late notices with interest charged. It's probably for an old email address not used in years, and we need to contact them to let them know to discontinue that email account.

  

  Business response

  10/18/2023

  Hello,
  
  We want to apologize for the delay in getting back to you and any frustration or inconvenience this may have caused. We had been experiencing a higher volume of inquiries during that time, and unfortunately, this led to some delays in our response times.

  We see you were able to reach our team on 9/27 and proceeded with cancelling your account. Your cancellation has been processed and your account has been closed. We are sorry to see you go!

  If you have any additional concerns or questions, please reach out to our team at ************ or ********************************************.

  Sincerely, 
  Blue Mountain Networks 

  Customer response

  10/18/2023

   
  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,
  
  ***************************

*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. ↩