Business Profile

Telephones

Allstream

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Complaints

This profile includes complaints for Allstream's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

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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:04/22/2025
Type:Order 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 have been a customer of ******************** (Zayo) since 2022 under a 3-year service agreement , originally signed in November 2021 and activated March 2022, with the term ending March 21, 2025. In November 2024, we reached out to Allstreams sales representative (*****) to inquire about the cancellation process as we were planning to move out of the current location. During that conversation, we explicitly communicated our intent to cancel at the end of the initial contract term (March 21, 2025). However, the Allstream representative did not mention any automatic renewal clause at that time, nor did they provide any formal renewal notice.Recently, when we formally submitted our disconnection request, Allstream claimed that the contract had already been automatically renewed for another one-year term, and they are now demanding a penalty equal to 100% of the remaining months' charges (totaling nearly $8,000), despite our early inquiry and clear cancellation intention.The signed Service Order contract we have on file does not contain an auto-renewal clause. It only references a *************** Agreement (MSA)" which was not attached, signed, or provided to us at the time of signing. The sales representative later directed us to the companys website to locate the *** on our own. Upon review of the current *** available on their site, we found that it includes signature lines for both parties. However, we have never executed nor acknowledged such an agreement. Given the significant financial implication of an automatic renewal, we believe that proper disclosure and signed acceptance are required for ***************** is unreasonable to impose such a severe penalty without: 1) Proper notice of renewal; 2) Explicit agreement to the renewal terms; 3) A signed and executed ************** Agreement. We are requesting that Allstream: Cancel the claimed renewal term and waive the associated penalty. Thank you for your help in facilitating a fair resolution.
Business Response
Date: 05/01/2025
Allstream has reviewed the customer's account and has reached a resolution with the customer.
Customer Answer
Date: 05/01/2025

Better Business Bureau:

The business has contacted me with the suggested resolution in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:03/31/2025
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.
This is a follow-up complaint about AllStream. I submitted a complain in summer 2024. And after I submitted that complaint the company did actually send me an invoice stating that I had a zero balance. They obviously saw that they were at fault and that their price gouging was not legal.However shortly after, beginning in October 2024, ********* began harassing me and sending me invoices for $2,000.00+ with the most recent invoice in the amount of $2,980.97. These charges are for AllStream hosting one singular basic email account.Please do review my previous complaint as I outlined that my monthly charges skyrocketed from $30-$40/month to over $700/ month for the exact same service! When I inquired about this sudden and significant change, I was candidly informed by two different Allstrean representatives on the phone that this was being done because the company no longer wanted to provide this type of service and sought to aggressively price out customers utilizing the service.I have been in the process of discontinuing service and I am once again feeling harassed and aggressively targeted by AllStream as a company and by an individual employee named *******. Our email exchanges are attached.Most recently ******* stated that my final day to pay the outrageous outstanding balance was March 7, 2025 and that she was sending my account to collections.I am seeking to have these outrageous charges canceled and to have Allstrean and all of its employees no longer contact me at all ever ******** is very sad and disappointing that it has come to this point. When my family originally starting doing business with the company it was called Integra Telecom and it was a start-up and we were one of their first business clients. They were very helpful and quite integral to our start online. Sadly that is not the company that they are now and the staff are definitely not the same helpful and understanding people who actually assisted customers.
Business Response
Date: 04/01/2025
This account is closed with a zero balance and there will be no further collections activity.
Customer Answer
Date: 04/02/2025

Complaint: 23138393

I am rejecting this response because before accepting this resolution, I need to confirm that my account is not only closed and that there is a zero balance with AllStream but that my account has not been sent to collections and that a new company, a collections company, will now be contacting me demanding payment.
Please do confirm this request for additional information. Thank you.
Sincerely,

***** **********
Business Response
Date: 04/17/2025
Allstream confirms that there is a zero balance on this account and it will not be sent to collections.
Customer Answer
Date: 04/17/2025

Complaint: 23138393

I am rejecting this response because they have not responded yet.

Sincerely,

***** **********
Initial Complaint
Date:03/28/2025
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 dont know who All-Stream is but its messing up my communication devices. I got a message saying my account has been hacked but I dont know ho or why they are on my device, Their customer service is terrible.They need to be looked at for accountability.
Business Response
Date: 03/31/2025
This is not related to a customer of ours but could be an instance of spoofing where Caller ID information is falsified for fraudulent purposes. More information is available at ****************************
Initial Complaint
Date:03/07/2025
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 business, which has four locations, has experienced significant financial and operational difficulties due to Allstreams predatory contractual terms, unresponsive customer service, and deceptive business practices for more than 16 years. During COVID, Allstream billed us $900 just to disconnect services, despite the fact that government restrictions prevented us from accessing one of our locations. Our contract was auto-renewed for an additional three-year term without clear notice or consent, and the company is enforcing terms that were never explicitly agreed upon, including excessive termination fees. We paid $900 to cancel services, yet Allstream is still attempting to collect back payments despite our termination. We were hit with a 250% price increase per month, an unethical and unreasonable penalty structure. One of our locations was charged $6,000 per month for internet service, which is completely disproportionate to industry standards. Repeated service failures have severely impacted our business operations, and customer service is virtually non-existentautomated responses prevent us from reaching a live representative to resolve urgent matters. We were left with no functional services despite paying for them, and there was no timely assistance to resolve outages. The company enforces contracts and billing policies that were never clearly disclosed, and the auto-renewal process lacks transparency, leaving customers without a reasonable opportunity to opt out. Despite paying cancellation fees, Allstream continues to demand back-pay and additional penalties. They need to write off the entire account and stop sending us statements.
Business Response
Date: 03/13/2025
We are reviewing this complaint and have asked that any collections activity be stopped pending our review. We will be in touch with the customer when we have completed our review.
Initial Complaint
Date:03/07/2025
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 filing this complaint against **** in its capacity as Allstreams parent company. On February 25, 2011, Mosaic Vineyards and Winery entered into a 2 year contract with Allstream (Account # *******. The ******************** provided by Allstream became obsolete. On August 30, 2024, a representative of our company requested that all services be cancelled. On September 5, 2024 we received a confirmation email. Nonetheless, our office continued to be billed at an exorbitant rate. We reached out via email several times to stop the billing. We did not receive a response. We continued to receive new bills and late fees. On December 5, 2024 I personally reached out via email. On December 10, 2024 I received a response requiring written authorization in order to communicate on behalf of our company. I returned it the same day. I followed up on December 13, 2024. On December 16, 2024, I received a response simply stating that we never requested to port or disconnect services. The next sentence stated that Allstream received a request to port the telephone numbers, but did not receive a request to disconnect data services. This defies logic. Without the telephone number we didnt need data. We were being charged excessive third party pass through charges and a network access assessment for services we were not receiving. The bills continued to accrue. **************** is unwilling to discuss the matter, and simply asserts the billing is accurate.On February, 18, 2025, we received a Final Notice dated February 6, 2025. The amount duet is $23,738.26. The due date was February 18th, the same date we received the letter. The letter came from ***** *** the collection coordinator. I called Mr. *** but I reached a call center. I was informed that ***** *** was no longer there. He left the company in January before the letter was sent. I was once again directed to customer service. Apparently, no one in the collection center could help me. This remains unresolved. See attachments
Business Response
Date: 03/13/2025
We are reviewing this matter and have asked that any collections activity be stopped pending our review. We will be in touch with the customer when we have completed or review.
Customer Answer
Date: 03/13/2025

Complaint: 23031938

I am rejecting this response because it appears doing so would close the matter with the BBB. I do appreciate the business looking further into the matter and putting a hold on collection acitivites. We are looking forward to hearing from the company.

Sincerely,

**** *******
Business Response
Date: 03/28/2025
I have reviewed this account and asked our Care Manager to reach out to the customer with an offer of resolution, based on the customer's claim that a cancellation request was made on August 30th.
Customer Answer
Date: 04/04/2025
I received an email today concerning the above-referenced matter. The email states that the matter is closed. I the business has not reached out as they committed to do in the previous correspondence. Are you able to re-open this matter until someone from Allstream actually reaches out to us? Thank you for your time and consideration.

Respectfully,

**** M. *******, Esq.

General Counsel

****** Artisan Wineries

PO Box 487

*********** CA 95441

Tel: **************
Email: **************************************************************************************************************
Business Response
Date: 04/07/2025
Yes, this matter remains open and Allstream counsel will reach out to customer counsel to discuss a possible resolution. Thank you for the contact information.
Customer Answer
Date: 04/08/2025

Complaint: 23031938

I am rejecting this response because we have yet to be contacted by the business, and to keep this complaint open until we are able to work toward an amicable resolution.

Respectfully,

**** *******
Business Response
Date: 04/17/2025
I have personally reached out to Mr. ******* and conveyed a possible resolution, to which he responded that he is meeting with the owners and will be in touch. I assume this rejection was posted prior to our communication, and I am hopeful this will soon resolve.
Customer Answer
Date: 04/17/2025

Better Business Bureau:

The business has reached out and we are working towards a resolution.

Sincerely,

**** *******
Initial Complaint
Date:01/16/2025
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.
After the company lied about the amount our bill was increasing (went from $1,200/month to over $3,000/month - they lied when called to asked how much the increase was), found a new service. Now I have been trying to cancel the service for 3 months and they are refusing to cancel it. I have contacted customer service almost 10 times - not only by phone but also in writing by email - and keep getting the same thing. They are creating a case number and the disconnection team will reach out. No one ever reaches out. My favorite was the letter I received in the mail today that was dated November 27, 2024 - however the envelope that I kept was dated January 11, 2025. I am only asking for my service to be cancelled, I refuse to give them anymore money - I have already given them over $9,000 since my first disconnection request.
Business Response
Date: 01/31/2025
Allstream has reviewed this matter and the account will be cancelled.
Initial Complaint
Date:12/06/2024
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.
I have been a loyal customer of **********************/********************/**** since 2005, and this is my first dispute. The issue arises from a $1,954.92 termination fee charged on 8/2/2024, which I believe is excessive and was not clearly communicated. I request that this fee, along with any accrued interest, be waived.Key Issues:1. The termination fee for buying out a rollover contract was not clearly disclosed in the signed service agreement.2. The existence of a one-year rollover contract was not explicitly *************** June 2020, I signed a 36-month contract for $66/month. In January 2024, the rate increased from $95.95 to $175.50. When I contacted Allstream in February, I was told the increase was due to being "out of contract." This language typically suggests a short-term, month-to-month rollover. At no point was I informed we were bound to a one-year rollover requiring a full buyout at the new rate.The service agreement references a ************** Agreement (MSA), but the referenced version appears to have been modified in 2021, after my 2020 contract was signed. I was not provided the 2020 version, nor did I sign any version of the **** This raises concerns about the enforceability of its terms, especially as it allows unilateral changes without explicit agreement.The fee increase in January 2024 occurred mid-contract, during what was supposedly a one-year extension starting in June. This, combined with minimal notice via fine print, implies Allstream treats the extension as month-to-month in practice. Neither the 2020 service contract nor the 2021 *** provides language permitting mid-contract fee changes. Any changes should apply at the start of a new contract term.The lack of transparency around the contract extension and fee practices is unfair. I ask Allstream to waive the termination fee and any accrued interest to resolve this matter.
Business Response
Date: 01/09/2025
A member of Allstream's ************* team will reach out to the customer.
Initial Complaint
Date:11/25/2024
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.
I had to upgrade my internet for telehealth. I signed for 36 mo on 05/24/21. They removed wireless, so I had to purchase additional equipment. They forced an update on the phones, I was charged, but did not request. It took until 7/16/21 for them to schedule someone. I came in on a day off and waited all day and nobody showed. Then they couldn't do the upgrade. On 8/30 they sent me other options. They finally did the work on 10/11/21. Since then, I have sent in 9 service tickets! On one, they could not figure out what was wrong with the internet for days. I went in on a Sat and figured out it was their equipment. I was told I'd be charged for them to send anyone to look at it because the *** said it was user error. We had to cancel 18 therapy sessions, which is a significant loss of income. Next ticket on 12/7/23 because people could not make a selection on our phone tree. That was closed without resolution on 2/28/24 and reopened on 3/4/24, finally fixed on 4/2/24. Patients could not reach us to schedule for 4 months, which caused a major loss of clients because we don't have a receptionist. We rely on voicemail. When moving in June, I knew my 36 months since 5/24/21 was up, so I requested to close my account. Due to the constant issues, I did not want to continue with them at the new location. They are saying my 36 mo goes through 10/31/24 (install date) because they promised me service I couldn't have, then took 5 months to complete the work. None of the delay was my fault. They are charging me early term fees, but I still have to pay the whole term. They are charging disconnect fees months after we moved. There are maintenance fees and network access fees for an empty building. 5 mo of service fees on services I requested be shut off in July. My loss of income due to the constant service failures, and the install delay being entirely their fault, justifies honoring the 5/24/21 contract date, allowing me out when requested in July 2024 without excessive fees.
Business Response
Date: 01/02/2025
A member of Allstream's ************* team will be reaching out to the customer to discuss a solution.
Customer Answer
Date: 01/06/2025
******,

I got the email below from Allstream this morning. Thank you so much for helping me get a resolution. I really appreciate your time!

Thank you,
Initial Complaint
Date:11/19/2024
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.
On 10/2/23 we received a bill from Allstream that was 40% higher than what we had been paying per month. The manager of our small non-profit tennis club paid the $167 bill and made multiple attempts to contact Allstream to ask about the increase. We did not get any response but they did send a copy of the contract which we received on 11/3/23. We sent a certified letter that same day (one day after the 30 day cancellation limit we saw in the contract) to Allstream's *********, ** office. The certified letter came back as undeliverable. More calls were made to dispute the additional charges that were accumulating, to no avail. Our manager went on medical leave in August of 2024 and this issue came to my attention in the form of a bill for late fees that totaled $4,175! I called Allstream and it took over two weeks of calls and forms to fill out before I was approved as an authorized user of an ******************** account that had been cancelled in November of 2023. When I was finally able to speak to someone, I was told to send an inquiry via email and get a case number. I did this. Over two weeks went by and all I got from them was a case #. After over three weeks of waiting for a response, I called again (long wait on hold, again too) and was told that I had to wait for their claims dispute ***** to get back to me. Finally, I got an email saying they had done nothing wrong and we owed them the full ********* the meantime we hired an interim manager who stepped in to help us resolve this issue. He hoped to speak to an agent who Allstream has assigned to our case about reducing the charges to a reasonable late fee. But, he too was stonewalled and got nowhere. I have uploaded a copy of the certified letter and photos of the returned envelope. It is my hope that we see a complete erasure of the charges, or at the very least, a resolution that involves no more than the original late cancellation fee.
Business Response
Date: 11/21/2024
A member of our ************* team will be reaching out to the customer.
Customer Answer
Date: 11/27/2024
Yes, I agree with this resolution of clearing the balance on account ****** to zero.
Initial Complaint
Date:11/14/2024
Type:Order Issues
Status:
UnresolvedMore 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 business has contacted Allstream numerous times, via email and phone, to speak with someone regarding the exorbitant price increase in our monthly bill. The increase was for a "Franchise Cost Recovery Fee". Allstream stated that "The rates and application will vary based on the applicable county or city and will be assessed as a percentage of monthly recurring and usage charges." Allstream provided a website to look up the percentage by state and ********* was listed at 2.05%. This change was to take effect on July 1, 2024. Our July invoice was in the amount of $720.64, with no added fees or changes. We were shocked to see our August invoice which was $2,353.62, an increase of over $1,600 with no explanation of how they came up with this amount. While Allstream states we were provided "proper 30-day notice of rate increases" on our June, 2024 invoice, the notice did not stand out and blended into the other promotional information listed. Regardless of it being hard to find, the notice did not give us fair warning that it would increase 3 times as much! For an increase of this magnitude, we would have expected a separate written notice or email notification at the very least. No one is able to explain how the amount was calculated and why it is far more than 2.05%, as stated on their website, nor has anyone offered options to reduce the monthly charges. We have multiple "trouble tickets" still open with no resolution. We have been threatened to have our phones turned off due to non-payment, as this amount is unreasonable and unethical. Furthermore, these fee surges resulted in an consequential increase to our monthly operational fees and created a substantial financial burden. We are a pediatric clinic, if Allstream were to turn our phone system off they would be placing the health of the patients we care for in jeopardy. Until this formal dispute of the billing is resolved, we have requested that our phone service will not be disrupted.
Business Response
Date: 11/21/2024
A member of our ************* team will reach out to the customer to discuss.
Customer Answer
Date: 03/17/2025
Yes, we would like to to reopen our complaint against Allstream/ Zayo. They did have someone reach out as they noted. This was what we had thought would be a step toward a reasonable resolution. Unfortunately, this has not been the case. We were told (after they finally had someone reach out to address - only after we filed our original complaint with BBB, and as a response, this is when they finally reached out to us ) that they would work with us to come up with a satisfactory alternative solution. This turned out not to be the case. We were finally given an option to avoid all of the thousands of dollars in 3rd party fees from them - which we had asked for and tried to resolve for months as soon as we became aware they had increased our charges by more than double the amount every month - if we took their offer. I will forward you the email with their offer included in a separate email if that would be helpful.

We had not been communicated with for months, and only after we filed a complaint were we then acknowledged, even after multiple multiple emails and calls to them. However, we had continued to receive (please see attached) the bills threatening in detail the fact that they were going to be disconnecting our services. To which we responded immediately with emails and calls. No one would address our concerns, and we are a pediatric clinic, losing our phone service for any period of time would be detrimental to our practice and possibly put patients health in jeopardy. We had shared this concern with Allstream in writing and over phone on many occasions, with no response. At that point we had no choice but to explore other options, we had no way of knowing when this disconnection would be enforced. We had no communication from Allstream/ Zayo other than inaccurate information via email in response to our email stating that we would be filing a complaint with BBB- that email had stated we were notified and directed on the invoices where to look up the status of third party charges...however, the site the invoice had included was not the correct site for us to check our status, the site they had directed us to, was the site for other customers to utilize, our account was not tied to this. At that point, we officially made the complaint with BBB. Finally, there was an email sent by one of their legal counsel, and this turned out to be only a way to continue service with them (where we had zero answers and had been ignored other than continuing to receive notices of disconnection).

There are many more details I have, not sure how in-depth I should go within this email....Essentially, we do not believe this was an innocent mistake by Allstream/ Zayo. I have enough information within the email exchanges, etc to show that this situation is at the very least, negligence on Allstream/ Zayo's part.

Please let me know if any additional information is needed, I am happy to provide more details of the exchanges.

Thank you,

******* *******

Executive Director

All About Children Pediatrics

********************************************************************************

O. ************ D. ************

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Allstream is NOT a BBB Accredited Business.