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:07/23/2024

  Type:Product 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.

  I am paying 88.00/month for internet service with a speed of 35 MB/15 MB and aside from the first 2 weeks which started on 12/17/2023 I have not had the quoited speed for more than 4 days at a time. The speed drops down to less than 15 MB each night at around 6 pm. I am on the phone with them daily. NOTE there is no option in their phone menu to talk to a CSR. I have been told I will get credits for the days that I have asked for a credit yet nothing happens. I send in emails with a photo of my speed test and the CSR, her name is ***** sends me an email telling me she has sent my email to tech support. Unless I then call tech support I hear nothing as to the status and there is usually no improvement, then suddenly the speed will be right until, on average, 20 min after tech support closes for the night which is 6 pm, then the speed drops down to less than 50% of what I am paying for. Their billing system is set up to automatically charge my credit card each month. I am also locked into a 2 year contract so I have no recourse but to pay for something that is not provided and seemingly, is so shoddy, that it can't be fixed. What I want is what I am paying for and credits for the days that I am not provided what I am paying for.

  

  Business Response

  Date: 08/23/2024

  Hello, to the benefit of both parties, Mr. *****'s contract was cancelled and his service will be uninstalled.

  Customer Answer

  Date: 08/26/2024

  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:01/05/2024

  Type:Order 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.

  Over a year with this internet company of constant outages and never being able to get anyone on the phone I’ve had enough. I call to cancel the internet and they told me sorry to see you go we have fowarded your cancellation request have a happy new years. 5 hours later I get called at work being told I owe almost $1000 between 11 months left of a contract I never agreed to and my signature was forged on and the use of equipment for the next 11 months. Supervisor ***** was rude raising her voice at me and cutting me off on the phone when I wanted to cancel. It is not ok to instill fear into a paying customer when they have a more economical option available. I called the central office and asked for the equipment to be removed and they would not give me an answer only that they would make and note and they are now threatening me with a collection team. The internet has not been the promised speeds in their so called contract and I have not been allowed to upgrade to the fastest plan as advertised and in the contract. I went 7 days at one point with no internet and was never given a pro rated bill I was charged the full amount. I seek no money and no one to lose a job I feel ***** was having a bad day and they are upset losing business to shentel. All I ask is that I am no longer harassed and forced into a false contract paying for speeds I have not received in my 13 months as a loyal customer. Attached is a photo of the speeds I get that are 1 50th of what I pay for. The internet company has breached their own contract on multiple occasions and have failed to fulfill their services as listed in their so called contract.

  

  Business Response

  Date: 01/11/2024

  Mr. ******,As you can see in the contract attached on the last page, and the same contract that was sent to you by *****, the contract was signed digitally from your email.  The only person who could have forged the document would have had to have access to your personal email.Also, the second attachment is an email from ***** to you on Jan 4 offering you 2 payment options: the first being a total of $694.37 which we would be happy to break into payments for you or the second being put on our "back up plan" for the rest of your contract for a total of $297 billed $27 per month.  It benefits no one to have to send you to collections, but under the circumstance you are leaving us no option.Thank you.

  Customer Answer

  Date: 01/11/2024

  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.       I understand what you are saying but I have no recollection of signing this contract. The other issue is that there has been multiple breaches of contract on your alls end and I will list them. Failure to provide advertised speeds, failure to reimburse/pro rate while I was without internet for 7 days, and failure to provide excellent customer service, all of which are agreements you are binded to and listed in your own contract. When I originally called and spoke with the lady at the front desk she told me there was no problem cancelling and she was sorry to see me go. I then 5 hours later received an irate phone call from ***** threatening me with these charges who then ended up hanging up on me the customer. I called back to check on the contract and see if it was truly signed to which the lady at the front desk told me it was blank. She then transferred me to ***** again to send me the contract. I would like to know why it was 30 minutes before I received this contract. The exact time these signatures were inserted on the document. Finally if you have actually read this far and valued the customer I would like to give my counter offer as a final resolution. For the past 13 months I have paid for a 35x7 package and upgrade to a 50x5 package with absolutely no difference. My speeds have consistently been tested at 1x5 Mbps image attached from a speed test at *********. I will agree to pay the remainder of this forged contract on the agreement that my past 13 bills be pro rated to the backup plan and you all can use the money you owe me to pay out your own contract. My other term is I would like the exact time stamp those signatures were inserted to that document.  Regards, ***** ****** 

  

  Business Response

  Date: 01/31/2024

  Mr. ******,I attached a copy of the signed agreement in my last response with date stamp and verification of the email that it was opened through.  ***** is the person who handles retention and cancellations.  She is the person who has the copies of the signed contracts.  Unfortunately you got our receptionist when you called back, whom you aggressively asked for an answer to your questions and she did the very best with what she had available to her. You were demanding someone do a job that is not theirs and then are upset that you were given the wrong information.Again, had we known about your speed issues, we would have worked with you to fix them. If we would not have been able to provide the speeds agreed upon after the stated amount of days, then you could have cancelled with no penalty.  We have offered many options and truly wanted to work with you through this.

  Customer Answer

  Date: 01/31/2024

  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.You are again making more falsified statements as I have not demanded anyone to do their job that woman at the front desk was the only calm and kind person willing to help. I had called multiple times regarding outages and slow speeds and you all attempted multiples times to fix and never could. When I called to cancel I stated it was due to the slow speeds and inadequate service I was provided which is why I was switching internet companies. Please get your facts straight before we meet in court. You cancelled the service before I requested, Failed to provide adequate speeds, *** *** ***** * ****** ** **** ********** **** ** ** ** ***** **** *** ******** ** ***** * *** ******* ** ** ***.   Regards, ***** ****** 

• Initial Complaint

  Date:12/26/2023

  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.

  Our internet has gone in and out for 8-9 days now, I work at from home. The techs have come out three times, they have been great. The last time they were here they moved the satellite antenna the power box was replace and the tech said that being in a location that is woody if it didn’t work there wasn’t anything that he could do. So over the Christmas weekend our internet went in and out, my wife called this morning to let them know that our internet was going in and out, she couldn’t hold her work up any longer and that since we had just paid the bill again without being able to have internet, we were requesting a refund. The customer service lady in billing was very rude to her, told her she needed to call the tech and talk to him. Then submit a request to the retention department. First of all we paid $90 for a service that we could only use 25% of the time of the last 8-9 days. Second of all the account plainly states the notes of the issues we have called in about. Third of all if they couldn’t fix the issue in three service calls and my wife request a refund then there should have been no questions as we had talk to the technicians and given this company multiple chances to correct the issue. As my wife stated on the phone before the rep got rude, unfortunately it’s the equipment and satellites not the tech inability to the fix. We are in a difficult area.

  

  Business Response

  Date: 01/11/2024

  Hello,Our tech team has been trying to reach out to check with Ms. ****** with no response.Thank you

• Initial Complaint

  Date:12/13/2023

  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.

  On 4/4/23 my wife and I signed a contract with Seiontac Systems, LLC and paid $161.50 for services consisting of 35x7 Mbps ********* Internet ($115.00) and Wireless ($10.00); Installation ($99.99); Tree Installation ($125.00). Each month we satisfied the monthly payments even though we called on several occasions to express our dissatisfaction with the poor service we received. We consistently experienced "call failed" messages and when testing the service by calling my wife's cellphone in a different room of our home, her phone didn't even ring. So when we moved from this address in October 2023 to a different area, we obtained much better service with *******. We have since received notices from ***** ******, Technical Support Supervisor that we must pay the $1336.00 remaining amount left on the signed agreement. My wife and I have excellent credit and have no problem paying bills for services received, but Seiontec Systems did not provide the services they advertised. We are hoping you can help resolve this issue because we do not want our credit standing marred in any way. Thank you!

  

  Business Response

  Date: 01/11/2024

  Hello Mr. ****,I will be happy to respond to your complaint.  Unfortunately, you did sign a 2 year agreement.  The phone issue that you speak of was not an issue with our service, although we did send a technician out to check on your system.  The technician who arrived the second time (you turned the first team away since you did not feel comfortable with their ethnicity) then enabled wifi calling on your wife's cell phone and was able to make a call with no issues at that time. The notes state it was lack of cell phone signal, not internet that kept you from making phone calls. This is the only service call or complaint we received from you during your time with us, until you moved.  At that time we offered to let you take the service with you to fulfill your contract or pay the buyout fee that is outlined in your contract.  You have refused to do either one of those things and have since cancelled your service leaving us no option than to send your account to collections.

• Initial Complaint

  Date:10/07/2023

  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.

  We originally signed a contract with Seiontec in November 2022, though we did not move into our property until June 2023. The intention of this was so we could have security cameras on our property. The initial installation was fine and everything seemed to operate as it should, but keep in mind the first seven months we had this service we were not actually living at the address. Once we moved into our home we really started to notice how bad the service actually is. It constantly fades in and out. We had one instance where our antenna needed to be adjusted in April 2023, and they came out and fixed the issue in a few days time. In July 2023 a bad storm knocked our system offline, coincidentally while we were out of town. Upon returning, we were notified it would be two weeks before they could get to this. I requested a bill credit, which they gave but it was only for $10 (about 3 days of service) and the estimated time to get us back online was 11 days out. I informed them I would not be paying my upcoming bill for service I was not receiving and they sent a tech out much sooner. Since then we have had nothing but problems. We pay for 35/7 service, but I have never seen full speeds. Our speeds typically run in the 7/2 range and are very intermittent. Our signal fades in and out and we are typically without service for anywhere between 30 minutes to a few hours every day. The past few times I have reached out to customer support I have been given poor feedback and it never fixes the root cause of the problem. They have claimed to have made "network adjustments" but we have not seen where they have done anything to resolve our issues. Contacting these folks is a headache too. I thought getting internet through a local business would have been a good move for both parties, but Seiontec seems more interested in taking your money rather than providing a reliable service, or at least attempting to try and provide a more reliable service.

  

  Business Response

  Date: 10/16/2023

  Hello Mr. ******,According to my records, you have been working with our tech team and had a service call on Oct 10 for your signal issue. Thank you.

  Customer Answer

  Date: 10/21/2023

  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. My service has recently been better, but it is a shame that it takes actions such as these to receive what we pay for each and every month. When we had an outage back in July 2023 I was told that there would be an 11 day waiting period before our service was restored. When I said I wouldn’t be paying my bill, a tech came out the next day. When I reached out back in mid August 2023 in regards to poor internet speeds and intermittent fading, I was simply sent a set of instructions on how to set up a network name and told to power cycle my router. When I escalated it to the BBB in the form of this complaint, I was contacted immediately to ACTUALLY do something about my issue. The lack of customer support is inexcusably awful. The claim can be made that this is “a unique service”, but that shouldn’t be a crutch to make folks get borderline belligerent before taking their concerns into consideration. I have been running numerous speed tests daily, and what I pay for has been consistently been showing on the speed test (the 80-90% range as I have been told). Throughout the day my speeds drop to 20-30% and I still experience fading in my service. I will give it a bit more time to see how my speeds hold up and what kind of billing credit (bill comes tomorrow) that I was promised on my last phone call before accepting or denying this resolution. As promised though, we will not be renewing this service at the end of our contract.  Regards, **** ****** 

  

  Business Response

  Date: 11/08/2023

  The account is under **** ******.  Ms. ****** was given a $25 credit  sixteen days ago.  The credit was applied back on to the credit card used to make payments on this account. 

  Customer Answer

  Date: 11/09/2023

  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.The account is listed under my wife’s name, completely irrelevant to anything I have complained about up to this point but if that’s the one thing you want to point out in error then so be it.I was given a $25 credit. That statement is factual. It was given 7 days ago, discussed 16 days ago. The reasoning behind the lengthy wait was, once again, I deferred paying my bill until this issue was resolved and I was informed of what my actual credit would be per guidance from the BBB. Do not make it out to be that you all did me a tremendous favor by giving me 25 bucks back when I have paid hundreds for service I have not been getting.I will continue my services with Seiontec contingent upon them delivering the services agreed upon. However, please put a mark on my account to have the equipment uninstalled at the end of my 2 year contract.  Regards, **** ******

• Initial Complaint

  Date:09/24/2023

  Type:Customer Service 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.

  We moved to ******* in February of this year and were limited on the choices we had for internet. I work from home and high-speed internet is required for my job. We ended up going with InfinaSky. Right from the beginning we had issues. They include: - Non-responsiveness to phone calls, email messages, and submitted tickets - Promises for phone calls and on tickets submitted never followed through on - You simply cannot talk to a person to get matters resolved Currently, we are trying to disconnect our service. My husband, ***** *****, has reached out multiple times and has been told that someone will get back to him and it’s been days. We feel trapped paying for and using a service that doesn’t even work (I use my hotspot on my phone for work) and now we have resolved our internet issues by going with a different service and we are unable to cancel InfinaSky. It’s so disheartening and frustrating that we never get return calls and now we are wondering if we are stuck with this service simply because nobody will call us back. The sales person who sold me the service was very responsive and promised that the company is committed to providing reliable service, especially to those working from home. She used teachers as an example. I have included the texts messages with promises and no follow through. This doesn’t include the many phone calls with commitments to return our calls. We just want to cancel our service.

  

  Business Response

  Date: 10/16/2023

  Hello Ms. *****,Our records indicate that your cancellation was processed on Sept. 25, shortly after you sent this complaint. Your uninstall was scheduled for Sept. 30.Thank you.

  Customer Answer

  Date: 10/16/2023

  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:09/22/2023

  Type:Product 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.

  Tried to get internet service at my address and the techs came out and said i couldn't get a signal. Call the company to get my money back and they refuse to return my money.

  

  Business Response

  Date: 10/16/2023

  Mr. ******,On the day that the original installers came, Sept. 18, you requested a second attempt at install.  While scheduling with a senior team was being prepared, you cancelled that second attempt.  Our team never refused to refund your deposit and it has been refunded at this time.Thank you.

• Initial Complaint

  Date:08/10/2023

  Type:Product 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.

  Seiontec Systems, LLC improperly installed their outside equipment (antenna/radio). They did not provide proper grounding per the NEC, which subsequently allowed a surge during an electrical storm to damage my equipment which cost me upwards of about $5,000.00 to replace. My equipment power was all properly protected against surges, however the data line which runs from their equipment to mine allowed the surge to penetrate. I contacted the company about reparations but was told that acts of God are not covered. However, had they installed their equipment per the NEC code to provide for protection, the likelihood of this happening would probably not happened. I am asking for reimbursement for the equipment I had to replace to bring restore my services.

  

  Business Response

  Date: 08/18/2023

  Hello ***,We are happy to work with your insurance company to rectify the situation.Thank you.

  Customer Answer

  Date: 08/18/2023

  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.The following details are provided as to why this resolution will not satisfy my claim.:I contacted my insurance carrier and the amount of the loss is not sufficient enough to meet the deduction, therefor they declined any action. They advised me to contact this businesses insurance company and file a claim myself directly. However, after contacting this company, they refused to provide me with their insurance company's name or policy number. So unless they will provide the information I need to file a claim, their resolution above does not satisfy my claim. Regards, *** ****** 

  

  Business Response

  Date: 10/16/2023

  Mr ******,Unfortunately, due to our contract and your insurance companies policies, I have no further action that can be taken on my end. Your service has already been terminated as your requested.Thank you.

  Customer Answer

  Date: 10/16/2023

  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:08/02/2023

  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.

  They installed the internet cable through our pipe from upstairs which has now been leaking for 2 months into our wall. I contacted them about this and all I heard for over a week was “we will escalate this to a manager.” We’ve had to contact ******** to remediate it and turn off our water to the upstairs for a week.

  

  Business Response

  Date: 08/18/2023

  Hello Ms. *******,While we apologize for this issue, we are still working with you to get this rectified.  Please note, we were not aware of the issue until 2 months after the leak began, after which, when you let us know, we asked for a few estimates.  At this time, because you only provided one estimate, I made those calls for you.  As soon as we get those estimates, which were scheduled within the week, we will get the issue taken care of.Thank you.

  Customer Answer

  Date: 08/29/2023

  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.I contacted one company for an estimate and after many emails they contacted another and now nothing has happened. They have stopped responding to my emails and nothing has been resolved. Regards, ******** ************** 

  

  Business Response

  Date: 10/16/2023

  Ms. ******* let us know that she will be involving her home owners insurance in this matter so we are awaiting more information at this time.

  Customer Answer

  Date: 10/19/2023

  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.  They need to settle with my homeowners insurance for it to be resolved. For your reference, details of the offer I reviewed appear below. Regards, ******** ************** 

  

  Business Response

  Date: 12/08/2023

  The consumer's home owners insurance has not contacted us.

• Initial Complaint

  Date:07/27/2023

  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.

  Lightening took out my internet/phone/streaming tv on July 14. I was given the repair date of August 1 which was and still is unacceptable. I was told I would be put on a wait list in case an earlier time was available. July 24 I called to check on an earlier date and "Yes, July 26 has an opening" July 26 morning I called to ask for approximate arrival time. "We don't have you on the schedule for today. I show August 1." 18 days to get a tech sent out is ridiculous. Being without internet/tv is an inconvenience however having no phone is concerning. Our cell service is unreliable. Example...I had to make a call on the 27th and had to drive 2 miles to get a signal. I have had numerous problems with Infinasky from the very beginning.

  

  Business Response

  Date: 09/22/2023

  Hello Ms. ****,Unfortunately due to the storms that came through, we had a large amount of service calls.  We tried to move everyone up where we could but we were unable to in your case.  I do see you received a partial refund for the time that you were without service. Thank you.

  Customer Answer

  Date: 09/25/2023

  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, ***** ****