ComplaintsforFiberFirst

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON the week of May 16 of 2024 I called Fiber First to complain of having internet issues 5 times with my internet Service and I.P. address all the way until I had to cancel on June 01 of 2024. There was frequent internet outages May 18, 20, 22 of 2024. My ** address began to be flagged with transaction and fraud issues coming from ********** Communications which is a partner company with Fiber First ISP. I asked to have this ** address changed or could I have my Fiber First router replaced? ****** and tech support said they would charge me extra money to change the ** address and seemed very Unconcerned about fixing the issue. No one from Fiber First ever came to my home to investigate the issue. I was told by representative ****** they would correct or resolve the issue. This did not happen.By 05/30, 05/31 thru 06/01 I continued to have zero service and each time I called a Tech rep would say they are opening a ticket to have someone work on the issue. On Saturday 06/01-2024 - I called to cancel my service and spoke with a extremely rude person named ******** and she hung up on me after I asked about how to return Fiber First equipment. I called back and got someone named ******** and she asked for my Password and to my account and my security answers and proceeded to change my access to the account which I did not request. I want a refund for lost service for the Month of May and a call back from Corporate explaining what occurred.I have attached screen shots to support: Fiber First Account charges, 1 Internet Outage report, 1 I.P. Fraud Report coming from ********** Communications (Fiber First ***parent company) that provides service to my home address for Fiber First.

  Business response

  06/14/2024

  We have reviewed **************** complaint and provide the following response:
  
  Internet Outages:
  The customer reported issues on May 18, 20, and 22, 2024. Our technicians confirmed service was operational each time.
  On May 31, 2024, we attempted to resolve the issue with a static ** address. No further feedback was received from the customer.
  
  ** Address and Fraud Concerns:
  We found no evidence of ** fraud within our network.
  The customer was informed of the extra charge for changing the ** address and replacing the router as per our policy.
  
  Customer Service Experience:
  On June 1, 2024, the customer requested cancellation. A Care representative offered to send a technician, which the customer declined.
  Care Leadership reviewed all recorded calls and provided the Care representative with appropriate coaching.
  
  Resolution and Compensation:
  The customer's router balance of $-33.87 was credited on June 1, 2024.
  The first trouble ticket was closed due to no response from the customer.
  No service outages were found that warrant a refund for May.
  
  We are committed to resolving any remaining concerns. Please contact our customer service department at ************** for further assistance.
  

  Customer response

  06/14/2024

  Complaint: 21790165
  
  I am rejecting this response because: Each time a Fiber First Technician indicated they were being sent to my home the technician has never arrived. This happened 3 times since MAY 21st. 

  May 28 -May 30th Thursday - I was informed of a additional charge for the **** change as a solution. The solution the suggested the Fiber First technician tried to implement NEVER worked and it disrupted my internet service completely. The Fiber First technician attempted all of this work REMOTELY by phone and NEVER came to my home to troubleshoot or investigate to resolve the issue. WHY?

  MAY 31st (Friday)  was My last point of contact with the technician I told him to put everything back the way it was with working internet service until he can arrive the next week. He said OK he would do that. My service remained down Friday, (Saturday June 1st), which led me to initiate cancelling the service and submitting this Complaint.

  Why was my service down if you were implemented a fix and suggested charging me an additional fee? Why did a technician never actually come to my home when I requested this 3 times?

  Is Fiber First stating I declined to have a technician come to my home each time I called in to report an issue?

  I have the voice mail from the technician each time that he called. The Fiber First Technician never arrived or stated in his voicemail he was on his way. He messages states that everything should be working for which it was NOT.
  
  Regards,
  
  *****************************

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