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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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 730amBusiness 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 NetworksInitial Complaint
10/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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 itBusiness 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 NetworksCustomer 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 NetworksCustomer 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 youSincerely,
***************************Initial Complaint
09/13/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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 NetworksCustomer 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,
***************************
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Customer Complaints Summary
5 total complaints in the last 3 years.
5 complaints closed in the last 12 months.