Complaints

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:12/29/2022

  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.

  Point Broadband is our ISP and unfortunately our home phone provider as well. Our home phone has been without dial tone and totally inoperable since last Friday. Before that we could call out but people calling in could not hear us. We have contacted Point Broadband NUMEROUS times via cell phone and once by email…with no response to the email and only to be left on hold for literal HOURS with customer service. We have NO 911 access from our home phone. In addition my elderly parents are next door and need to contact us in emergency situations. I expected much better customer care.

  Business Response

  Date: 01/06/2023

  Point Broadband is a broadband provider offering fast and reliable internet and phone services to residential and business customers in rural and suburban America.  Our goal is to provide all customers with quality services. We consider each customer a priority and strive to always provide excellent customer service. Point Broadband received a complaint from ******** ******: “We have been without home phone service completely for almost a week. We have had no access to emergency services due to no response from our ISP who provides our phone service despite NUMEROUS phone calls and email. Point Broadband leaves us on hold for HOURS after saying they are going to escalate to a department that can help. My elderly parents need to be able to contact us in emergency situations as well.”Point Broadbands response to the complaint: “First and foremost we apologize for all the inconvenience we may have caused. Point Broadband experienced widespread outages from 12/24-12/28 due to the weather and ***** mandatory rolling blackouts. Our employees worked around the clock to restore services to all customers as quickly as possible. I had my team reach out to you without success to see if you are still experiencing phone issues and if so please call us at **************. Point Broadband did see phone traffic passing through on your line but please contact us if this isn’t fixed to your standards.”

  Customer Answer

  Date: 01/06/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******** ****** 

• Initial Complaint

  Date:12/07/2022

  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.

  I recently switched from ******** internet to Point Broadband in my home town of ******* ** on Sept, 15 2022. The point of this upgrade was to increase the speed and performance of my internet specifically the upload speed. Upon internet installation my home server stopped receiving requests from outside my home network. My server is used for personal FTP server and to allow me to manage my server from anywhere which is allowed in the service agreement. Because point broadband as a company uses CGNAT or NAT444 to reduce the number of IPv4 IP address they are required to purchase I can't use my server as intended. The CGNat was identified by testing with a tool dedicated to testing if you are behind a CGNAt device This is done purely to save them money as there are a limited number of IPv4 address that are available. My first attempt to contact point broadband was on 9/25/2022 by a online form that was never responded to. My second attempt was on Oct, 5th 2022. Upon contacting customer service I was told that asking for an IP address that could be used for external requests was not possible and if I had one it wouldn't be static and be unable to receive external requests. Upon explaining to a network technician that it is possible to accept requests from a non static address due to my use of a dynamic DNS client and a purchased domain my request was escalated. I received a call 2 days later and was told my options are to pay for a static IP address or a business account. The cost of a business account was $386.xx a month which is not affordable for a residential customer or $20 for a static IP. I was told I would be contacted with a solution. 2 weeks later I have not been contacted and also have not had a response to any voicemails I have left (Oct 18th, 2022) or calls I have made to the individual from Point Broadband who has not upheld their promises or responded to my inquiries for 2 weeks. I should not have to fight to get a solution to an issue like this.

  Business Response

  Date: 12/21/2022

  Point Broadband has made several attempts to contact Mr. *********, in reference to the complaint below.  We have been unable to contact the customer and left messages.  We have not gotten a return call from the customer.  We would be glad to discuss static IP options and work to find a solution for the customer.  We do utilize CGNAT in many of our areas and this is a common practice across the industry as public IP addresses are a finite resource.  We look forward to finding a solution with Mr. *********.

• Initial Complaint

  Date:10/31/2022

  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.

  im needing internet at my home pointbroadband has ran the cable to my house but through the yard on the trees an not the power poles where they were suppose to a contracter did this they got there goverment grant money for broaband to rual homes now they are making excuses not to come back an run it to the poles like they suppose to im the only house in my neaborhood that dont have the internet i need it im disabeld i have no landlind phone service an verry little cell reciption here i have contacted my county superviser he is also trying to helr there was a grant given fron the goverment to get internet to rual cummunities im left out of the piture it seems nothing i can doi have talked to them they keep making excuses i need your help i qualafy for goverment program to help me pay for the service please if you can help in any way thank you

  Business Response

  Date: 11/15/2022

  Point Broadband has been working to overcome the obstacles we faced to service to Mr. ********* address. We hope to have things completed within a couple weeks so we can schedule his install. We appreciate his patience. 

• Initial Complaint

  Date:09/30/2022

  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.

  I have had internet service from Point Broadband since March 2022. Recently, I started having problems with their service. There have been constant service disruptions multiple times with Point Broadband within the past few months. Some of the disruptions are short, some are prolonged. Whenever they perform maintenance to their service, they never tell you what time they're gonna perform maintenance. They either do it during the day or when their service is the most busy. They have service outages all the time and they refuse to do anything about it. They're either too ignorant or too lazy to do something to stop these outages from happening. And they're too ignorant to let people know when they are gonna do maintenance to their service. They need to figure out why these constant outages keep happening, fix their signal to stop these outages, and tell us when their gonna do maintenance. All they're doing is just destroying their reputation with their incompetence. It really needs to stop.

  Business Response

  Date: 10/24/2022

  SUBMITTED VIA ONLINE BBB RESPONSE BOX Response to BBB Complaint Re: BBB CASE#: ******** Date of Receipt of Complaint: September 20,2022 Date of Response to Complaint: October 24, 2022 Complainant’s Name and Address:  **** ****** **** *** **** ********* ** ***** Point Broadband Point Broadband is a broadband provider offering fast and reliable broadband services to residential and business customers in rural and suburban America.  This account is under another name and Mr. ****** is not listed as an authorized user on the account. We apologize but we can't disclose any information to someone that isn’t the account holder or an authorized user.  

• Initial Complaint

  Date:09/20/2022

  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 or about 7/14/2022 I had my service disconnected .........I had overpaid and was to receive $22.35 refund. As of 9/20/22 I'm still looking for a refund........Terrible company to do business with

  Business Response

  Date: 09/27/2022

  Point Broadband apologizes for the delay of your refund check. I have confirmed your check was mailed out on 9/26/2022 and you should be receiving it in the mail any day. We appreciate your time as a customer and hope we will be able to provide you service again in the future. 

• Initial Complaint

  Date:08/11/2022

  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.

  6/25/2022-8/5/2022 Point Broadband states on there website that my address is serviceable for internet service with a neighbor being 1000ft away from my address having the service, every time i sign up or call they cancel my request saying that my address is not available for hook up after there website states my and others addresses near me are serviceable in my area. I’m just trying to get this resolved because as of the end of August 2022 I will no longer have no other options for high speed internet due to current provider shutting down tower in my area.

  Business Response

  Date: 09/06/2022

  SUBMITTED VIA ONLINE BBB RESPONSE BOX Response to BBB Complaint Re: BBB CASE#: ******** Date of Receipt of Complaint: August 11, 2022 Date of Response to Complaint: September 6, 2022 Complainant’s Name and Address:  ******* ****  **** ********* **  ********** ** *****  Point Broadband Point Broadband is a broadband provider offering fast and reliable broadband services to residential and business customers in rural and suburban America.  Complainant’s Issue Customer’s Statement of the Problem: 6/25/2022-8/5/2022 Point Broadband states on there website that my address is serviceable for internet service with a neighbor being 1000ft away from my address having the service, every time i sign up or call they cancel my request saying that my address is not available for hook up after there website states my and others addresses near me are serviceable in my area. I’m just trying to get this resolved because as of the end of August 2022 I will no longer have no other options for high speed internet due to current provider shutting down tower in my area. Point Broadband’s Response Point Broadband apologizes for any inconvenience but currently we do not have service at this address. Point Broadband does have plans to service this address soon and hopefully by the end of the year. We look forward to serving Mr. **** as soon as we have our fiber built out to be able to provide him with services.  

  Customer Answer

  Date: 09/07/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ****

• Initial Complaint

  Date:05/24/2022

  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.

  Signed up for point broadband internet in April 2022. They sent crew out run line thru our yard in First of April 2022. April 19th they hooked our service up. From the first April until now I still have a service line laying in my yard and point broad has gave me a run around on when they are going come and bury it. I was told multiple times it would be taken care of. Even got an appointment on Friday may 20 and no one showed up. I call and get a run around answer on this. They need to come and bury there line for our service.

  Business Response

  Date: 06/02/2022

  Thank you for bringing this to our attention and we apologize for any inconvenience this caused you. I have confirmation that the line has been buried by our underground team. We apologize for the length of time this took to be completed and we will strive to improve the process. 

  Customer Answer

  Date: 06/15/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ****