Complaints

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had fastel for Internet from 9/2022-7/2023 at a house I was renting at **** ********* ***** lehi Utah, before I moved out I contacted fastel and asked how to cancel my account. They told me to email I was also in contact with the new renter and worked with them to ensure services were transferred.. then I start getting bills from fastel for Internet service at a place I no longer live. I contacted them in December and they said a billing issue working to get resolved will email me if they need more info. It's now April and I am still getting bills and cannot get an answer from them on when they will clear my debt to them that is invalid. If you can please let me know or assist me in resolving this matter. Thank you!

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company sent a service tech to the house to "fix my internet service". I informed them that I was not having issues with my service and the Tech said he wanted to check it out anyways. He ended up cutting the fiber line and letting me know he needed to replace it. My internet was now down. He claimed he fixed it, yet the internet continued to be out for the remainder of the night. I called 3 different times to get them back out to fix it and I was told they could not come out to fix it until the next day. Was told they would be at the house at 8am. They didn't show up until 9:30. Again, the tech claimed he "fixed" the problem, yet the problem persisted and there was no internet. I called multiple times again to get someone back out. The next service tech came out and again said they "fixed" the problem, yet... SURPRISE... not fixed. He then said it was my issue and my equipment and had nothing to do with them. They are trying to get me to purchase a new router from them! Also, the service techs have been total jerks with attitudes. Do not recommend the company!

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The inter quality sucks and customer service is not the greatest you pay for the service monthly and it doesn't work half the time and I have lost out on 450 dollars of pay while I work at home and the company will not reimburse for time lost

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ended up with Fastel after our original ISP was sold about 7 times. Quality of service itself and support seem to decrease with each new acquisition. My main issues are related to our original email addresses. The passwords randomly stop working, which requires a call to support, which then ends in a 2-4 day wait so they can get an " engineer" to look at it and reset the password. I've been through this multiple times, and here I am again. Tried transferring email to new phone, and the password that was working just the day before on my old phone will not work on either the phone or web portal. Just got a call back with a new password, hung up and tried it out.....and it doesn't work. I now have no access to any of my veracity email addresses. In fact I've had to dump one address completely as it kept getting invalid login requests, so they just turned it off without letting me know. It took weeks to get that figured out, and since the invalid logins keep happening and it keeps getting locked...so its useless. The disconnects are happening more and more frequently, and my speeds (checked via multiple avenues) are no where near what I am paying for. I'm to the point I think canceling them and moving everything over to a new ISP would be easier at this point.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Multiple times the internet cuts out Certain sites will be blocked. Such as geforce experience or other sites used to upgrade the drivers of my personal computer. Every time I call the number to let them know when the internet goes out I get put on hold for about 5 minutes before it rings and someone manually hangs up. They have fixed the issue of some sites being blocked, but speeds have still been an issue.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Consistently the wait times to get in contact with Fastel has been ridiculous. The two times I've tried to get in contact with them they have had me on hold for 45 minutes and now going on 3 hours. As I typed this out when the call passed the 3 hour mark, it hung up so now I have to do this all all over again. They need a better disclosure of their wait times and/or to provide a callback option for these moments. I have gotten no information and my days can't keep revolving around them when they give me nothing to work with

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the end of september we moved into a new apartment, used our old router from our old apartment. It wasn’t connecting, so we called customer service. NOTE: this is the 1st and only time we’ve ever received a call back. We were told it was the router, so we went and bought a new $200 one. We connected it on our own, it worked great. Since the first week of October the router stopped working and said there wasn’t an IP address for the router to connect to. we've tried everything in the book that we know of and what google tells us to do, since then we’ve called several times trying to get help, still no calls back. Almost a month later, still no calls back.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had repeated internet outages and when I contact Fastel they repeatedly tell me it is my router. I have spoken to neighbors who also have outages at the same time. My son is an IT network admin who has verified my troubleshooting and it is not a problem with my router. Just moved here to this complex 9 mos ago, repeated issues. Had ******* at my house for previos 10 years, no issues. Horrible customer service!

  Business response

  08/24/2022

  Hello ********,
  
  We are truly sorry to hear about the issues you've been having with your internet service. We always want to do our best to take care of our customers and ensure they are receiving the best service possible.
  
  I did some research on your account and it looks like you are currently a resident at our Ritz ****************** property. I see that over the past 3 months, we have only had one trouble ticket opened for you on August 4th--trouble ticket #****.Based on the notes of this ticket, our data engineer saw no issues with your connection and saw link up at 1Gig speeds on your ONT device and at the time,that device had been up with no drops for over 28 days. This engineer also noted that she contacted you and discussed what the issue could be, which she said was most likely a WiFi interference issue. It was noted that you would do some additional testing on your end and contact us back if further assistance was needed. We held the ticket until August 11th and did not hear back from you, so we closed the ticket since you were made aware that's what we would be doing if we did not hear back from you.
  
  If you are still having issues with your connection, please do give us a call at ************ (FAST) so we can continue to help you troubleshoot to resolve the issue. We encourage our customers to always communicate with us when they are having problems with their connection so we can do everything in our ability to make sure you are receiving the best service possible.
  
  Thank you,
  
  *******************************
  Fastel **************** Manager
  ************

  Customer response

  08/24/2022

   
  Complaint: 17759938
  
  I am rejecting this response because: I called on three occasions, I did not tell anyone to open a ticket, I would think they know to do that. The second time I called it was ~
  7am and I didn't get a call back until late afternoon. The last time I called it was also around 7am, I didn't get a call back until later the next day.

   

  My son is a network engineer, he evaluated the wifi and the router, and found no issues.

   

  I have asked neighbors, they experience issues too.

  
  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. ↩