Complaints

This profile includes complaints for Nextlink Internet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nextlink Internet

  95 Parker Oaks Ln Hudson Oaks, TX 76087-1265

  
• 

  Nextlink Systems

  6220 Chase Oaks Blvd Ste 101A Plano, TX 75023-4641

• 

  Nextlink Internet

  206 S 13th St STE 601 Lincoln, NE 68508-2034

• 

  Nextlink Systems

  6220 Chase Oaks Blvd Ste 101A Plano, TX 75023-4641

• 

  Nextlink Internet

  2174 Magnum Cr Lincoln, NE 68522

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was the contact person and employee for a business account with **********************. We canceled the account and didnt receive further invoices. However, the company did *** a final invoice and it was sent to collections in September of 2023. I immediately called Nextlink to understand what the invoice was for and realized it was missed and paid over the phone. They emailed me the receipt and told me they would notify the collections agency. Today (12/3/24) my PERSONAL credit score dropped 40 points for that debt. The collection agency said the account was opened in my name in December 2023, a complete and total lie. The account was opened before I even started working there in 2020. It was a BUSINESS *********** was a contact person! It needs to be removed. It affects me greatly. I have no idea how they got my ********* as only my name was provided to them. I have called multiple times and they tell me the collections department will reach out to me. They have yet to return my calls.

  

  Business Response

  Date: 12/12/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a final bill to terminate service for a move back on 15 December 2022. I moved to ******, **. They have a complete transcript of the interaction and where I was moving. After termination of service I had a bill of 0.00 and have a copy. Once service is terminated you lose the ability to log back into the account. In 2 years I never received a phone call, email, or mail bill for some early termination fee. Now, 2 years later I get credit hit showing Im in collections. I paid immediately to get the past due corrected, but now my credit is damaged and will have a collections record for 7 years. I plan on legal action for damages. They were unable to show me they ever sent a bill or that I was ever attempted contact and this is all captured with their quality assurance recording with ****

  

  Business Response

  Date: 12/04/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday 11/16 I tried to pay $57 on my Internet bill through the connect app; it didnt go through; put in a support ticket to billing department; and this morning my credit card was charged $112 and that wasnt authorized by me; I only was authorizing them to charge my credit card $57; which was past due. This is theft by them and I want the other $54 they stole returned.

  

  Business Response

  Date: 11/18/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2023 I accepted a contact for Nextlink internet to provide internet service for 24 months. For the last 8 months the internet service has been poor with many outages and a great deal of downtime in my service area, disrupting my ability to work and earn a living. Each time I have experienced an outage nextlink has already shown my service area in their outage map. Therefore I did not report every outage. Service has gotten so bad that I have switched internet providers and requested to be released from the contract (which I have 5 months remaining). Despite acting at first like they could provide outage data to support my case of releasing me from the contract they are refusing to release the data. They are now saying that they do not have outage data and rely solely on customer reports. However I did not report most outages (which occurred 2-3x per wk) because I was already on their outage map. They have credited me $5 of the $350 for 2 reports I made on my account but refuse to support the case with their outage map and outage report data which I know they are being dishonest about not having. Nextlink has not kept up their end of the contract but is attempting to hold me to the contract.

  

  Business Response

  Date: 11/22/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 11/25/2024

  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.
  
  Regards,
  
  ********* ********

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2023 I signed up for internet service with Nextlink. Every month I paid on time but when their service became unbearable with dropped signals and multiple outages, I decided to cancel their service, because it was not reliable. A month before my next bill was sent, I sent them an email that says that I no longer wanted service. The following month, they sent me a bill and I told them again that I no longer wanted service, and this went on for months. On 11/11/24, I finally got someone to do something about the issue and I was told that they were making me stick to the 2-year contract because I wasn't supposed to email them even though it clearly says that is what I'm supposed to do on their website under Section 7.1 (I followed all of the steps under that section of the agreement). Now they are telling me that I have to pay them $400 to cancel my service because I was supposed to call them. And they claim that they called me several times when they didn't, which makes no sense because if they didn't receive my request to cancel service, then why are you "supposedly" calling me? In my records, you see multiple complaints that I made that I'm not happy with their service. They even sent someone out to try to assist me but after a few days I began having outages again and I made more complaints. So, I'm filing a complaint with you, because I feel like I'm being scammed out of $400 when I followed the instructions that were provided and asked how to return their equipment multiple times with no response. The equipment fee will be removed once I return the equipment, but I shouldn't be liable to pay an early cancelation fee due to thier service issues.

  

  Business Response

  Date: 11/21/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:11/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to an ongoing issue with Nextlink Internet that has remained unresolved for over a week. My internet service has been completely down, and despite contacting Nextlink support daily for the past five days, I have received minimal assistance. Each time I call, I am told the same vague statement: we are working on it, without any specific details on what is being done or when I can expect ************* someone who works from home, this outage has created a significant disruption to my work. I requested written confirmation of the outage from Nextlink, but despite my follow-up, I have yet to receive any acknowledgment in writing. I feel that I am not receiving adequate support or communication from Nextlink regarding this matter.I am seeking the BBB's assistance in resolving this issue by requesting that Nextlink provide a clear timeline for restoring my internet service and a written statement acknowledging the extended outage. I also hope that this complaint will prompt Nextlink to improve its communication and support practices for its customers.Thank you for your attention to this matter.

  

  Business Response

  Date: 11/20/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I hope this email finds you well. I am reaching out to you today regarding an ongoing issue with a fiber optic cable that has yet to be buried on my *********** family and I moved into our new home in December 2023, which is a newly developed area. As expected, utility companies have been connecting their services to newly built homes, and during this process, cables, pipes, and other items have been left on the ground. Unfortunately, there is a fiber optic cable that goes from the east side of my home to my neighbor's home on the west side of my home. The cable is nearly 100 feet long and has yet to be buried.I have opened multiple tickets with Nextlink since the beginning of 2024, asking for the cable to be buried. However, each time a crew has shown up, they have given me different reasons as to why it has not been done yet, such as needing to open a ticket or that it will be buried in two weeks.This cable is currently loose and lying on the grass, and it goes over my front entrance. I have young children who love to play outside, and when they go out with their scooters, bikes, or simply run around, they often trip over this cable and fall, which has resulted in several injuries.I understand that Nextlink had been working hard to bury all the cables in the area, However, this particular cable has yet to be addressed, and it is a safety concern for me and my family.I kindly request that Nextlink to take this matter seriously and address it as soon as possible. Thank you for your understanding and *************** regards,Nihat Dagasan

  

  Business Response

  Date: 11/07/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 11/08/2024

  Complaint: 22492557
  
  I am rejecting this response because: the issue has not been resolved yet.

  I had opened tickets to request the cable going through my front yard to my neighbor's house to be buried due to safety concerns. The business has already buried the cable coming into my house, but not the cable going to my neighbor's house. It's worth noting that both cables are coming from the same access point.

  As indicated on the business response, their team visited my residence to conduct a thorough investigation. After completing their assessment, they concluded that the cable in question was an additional line and not connected to my neighbor's property. The team rolled up the cable and took it with them. 

  However, the following day, a different crew arrived and informed me that the cable the previous crew had removed was not an extra line. They had actually cut the cable and removed it. As a result, my neighbor no longer had internet connectivity and needed the cable to be reconnected. The crew promised to open a new ticket to have the cable buried.

  In addition, he informed me that there is only one access point located on the east side of my house. Unfortunately, my neighbor's house is on the opposite side, on the west side of the house. Therefore, the crew had to run the cable again through my front yard.

  As a result, a new cable has been installed from the access point located on the east side of my house, running through my front yard to my neighbor's house on the west side. However, I am concerned about the safety of my family, particularly my six-month pregnant wife and my three- and six-year-old children, as the cable has not been buried yet. I kindly request that the cable be buried as soon as possible to prevent any accidents or falls.

  
  Regards,
  
  Nihat Dagasan

  

  Business Response

  Date: 11/15/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 11/19/2024

  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.
  

  I would like to express my sincere gratitude for your prompt help in resolving my issue with Netxlink. Your assistance has been invaluable in bringing attention to this unsolved issue and I am glad that the Better Business Bureau has such power to make the company take action.
  I am disappointed that the company did not listen to their customers' concerns, but your efforts have been truly eye-opening for me. Once again, thank you for your assistance and for being an advocate for customers like me.

  
  Regards,
  
  Nihat Dagasan

• Initial Complaint

  Date:10/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few weeks ago, a knock on the door was a Nextlink salesperson. I listened to his pitch willingly because I wanted to move away from our current internet provider.I was told $55/mo (half of what I am currently being charged), no start fees, no connection fees, and a full refund would be issued if I am not happy with the service.A few days in trying it out, I was not impressed. The service was no faster than our current provider and it interfered with receiving local channels. So I called for my disconnect and refund.Just prior to calling, I discovered I was not charged $55, but $225 ??The call was made and they immediately refunded $150, and upon the return of the modem I was to be given another $50 refund. They said the money would be refunded within 10 days. Not on my watch. I said they took an amount not approved and I demanded the refund immediately. They abliged.They were deciding to still keep $25 for a cancellation fee. I told them I was informed there would be no fee and asked for a supervisor. I was told a ticket would be sent for a supervisor to call back. That was over 10 days ago.I also requested they removed the wire from my lawn (they had not buried it yet). I was told they have to bury it. Oh no you don't. I told them they do not have permission to come on the property except to remove the wire.They did that yesterday. When they called about an earlier removal than scheduled, I gave permission and said I was still waiting for a call from the supervisor. I was told they would submit a ticket to billing for a call back ?? and still waiting for the additional refund.

  

  Business Response

  Date: 10/25/2024

  Please see the attachment for our response.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been having issues with my latency being with tolerance since they came out and changed my antenna. I have not been able to use my wifi calling in any cellphone since that time because that latency is over 30ms. I work from home and cant have this issue. Ive contacted Nextlink multiple times and they always say its within tolerance and nothing they can do. When in fact it is not between the ***** range thats needed. I cant have this issue of not being able to use my wifi calling because of work and Nextlink is not taking the blame and wont do anything. Never had the issue until they swapped out antennas and changed the tower I was connecting to. I would like it fixed and a credit for all the months from when they came out and fixed their equipment.

  

  Business Response

  Date: 10/25/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 10/25/2024

  Complaint: 22430437
  
  I am rejecting this response because:
  The poor customer service and not taking blame. AT&T told me it needs to be between ***** for the wifi calling to work. Nextlink customer service team was just plain rude and not willing to help. They kept trying to blame my router when I never had an issue before they came out and changed antennas and pointed to a different tower a few months ago. It hasnt worked since. But they are blaming my router for the problem. Their customer service is the same as their ********************, not very good. 

  Regards,
  
  ***** ******

  

  Business Response

  Date: 11/06/2024

  Please see the attachment for our response.

  Customer Answer

  Date: 11/07/2024

  Complaint: 22430437
  
  I am rejecting this response because: Just the bad customer service from everyone there. I dont need a response from them but just know they arent willing to help customers out and its just about making money for them. It took multiple calls and hours on the phone for them to do nothing and me having to repeat my self over and over. No one seemed to care about my issue and just brushed it off. But its odd that all of sudden after these complaints that my service had gotten better and my WiFi calling has been Working. Funny even through they said it wasnt them and it hasnt worked for months but all of sudden got better once I filed this complaint. I talked to AT&T also they told me it needed to be between ***** on the latency not 150. But either way, they have poor customer service and were rude for the most part. A couple **** were nice but that was it. 

  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning 9/18/2024; I called Nextlink Internet to discuss my options on paying my bill that is due; I was told that my internet services was suspended and Id have to pay the bill in full. I also offered to pay half of the bill today and the rest on 9/26/2024; was told they needed the bill paid in full before lifting the suspension. Im a disabled American who is on a fixed income and have trouble meeting my bills on time; Nextlink Internet knows this; I know for a fact that they dont treat other disabled people like this; if they were they would loose half their customers and half their business. This conduct violates the American with disabilities act; cause this isnt the first time this has been happening to me; its an ongoing problem the last 28 months.

  

  Business Response

  Date: 09/27/2024

  Please see the attachment for our response.