ComplaintsforAir Fiber, Inc.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed on to their internet service because it was unlimited use. When we signed on with them we told them this would be our primary internet and we would be streaming tv, had a few IPads and a couple security cameras that would be running off their service. They said no problem the system would be able to handle it. And it did up until the last year or so. Our tv does nothing but buffer. We have limited internet use. We call and was told we have reached our data limit. We said nowe have no data limit and shouldnt be capped its supposed to be unlimited. They say they will look into it and call us back and nobody ever calls us back. We shouldnt be capping as we are not supposed to have a limit. We cant even use our internet as it is so very slow and tv constantly buffering. This is not what we signed on for, they are not providing the service we pay them for. We have had them for several years. And now their limiting our use?

  Business response

  10/11/2023

  After a thorough review of the recorded calls, we determined based on caller ID, and call recordings that it was ******************* who encountered speed-related issues. It is important to note that these issues were not attributed to the speed of their plan but rather to their remarkably high data usage. They had initially subscribed to a 20 Mbps plan, which unfortunately proved insufficient to accommodate their monthly data consumption. To put this into perspective, a plan of that speed typically supports an expected usage range of ******* GB, which represents approximately 10-15% of their actual monthly data usage.

  
  ********************, in particular, had difficulty grasping the distinction between usage and speed. Since **************** was the primary account holder, and ******************** repeatedly sought the same explanations, we made the decision to close the existing account. This was done to allow ******************** to pursue a service more suitable for her higher-level support requirements, and to establish an account with another carrier in her own name.
  

  We sincerely hope that either **************** or ******************** has since discovered a more fitting solution, and is now enjoying significantly improved satisfaction with their service.

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The plan we had with Air-Fiber was not capped.  Multiple times during conversations with the service reps, we were told we went over our data limit but then it was determined that we were correct and we did NOT have a cap and that our complaint would be elevated to a tech.  When we had the service installed, we mentioned how much data we needed (for streaming tv, security ************) and we were told it wouldnt be a problem because we didn't have a cap. 

  
  Regards,
  
  *********************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Our home internet service through Air Fiber started not working on April 9th 2023. We were unable to work, we both work from home, or utilize any streaming services as the internet would cut in and out. I called customer service, they ran a speed test, and told me our speed was 1/2 what it should be and they would have a specialist reach out. At around 5:30pm on April 11th someone from AirFiber contacted me to tell me the internet speed was not the problem and it was our wireless that was the issue. Keep in mind nothing had changed with any of our devices or service, it just stopped working. I told him something had to have happened as nothing else changed. He raised his voice and told me that is like asking a mechanic to fix an engine over the phone. He never offered to have anyone come out and look at anything but rather told me I should buy something to increase the Wi-Fi. Every time I tried to speak he would raise his voice and speak over me. I asked to speak with his supervisor and he stated, ***** never talk to anyone higher than me, as a matter of fact, were never going to talk again and we are canceling your service in 10 days. He then hung up. I called back approximately 30 minutes later and spoke to another rep that hung up on me when I explained what happened. I called back again and spoke to a rep that informed me the rude person I spoke to was the co-owner (*****). Explains why the second *************** up on me. So now were without internet, Air Fiber refuses to help fix the issue and claimed they are canceling our service. This is the only time *** ever sent in a complaint, but I want to do everything I can to make sure this doesnt happen to others. Thank you, *********************************

  Business response

  05/12/2023

  AirFiber has a zero-tolerance policy towards any form of verbal abuse, including swearing, directed towards our staff. We understand that dealing with customers can be challenging at times, but no employee should have to endure such behavior while carrying out their job duties.

  ******** is having an inside issue with a tv and laptop these are device level issues at this point is when he started swearing, when a specific device is having an issue and other devices are not this is a device level issue not an internet issue.  His usage graphs and download peaks are attached also clearly showing him getting above his subscribed to speed. 

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The information provided by Air Fiber is incorrect. While I do apologize for swearing, I know that does hurt peoples feelings, they made no effort to resolve the situation. They continue to state, its a device issue. There have been no changes in any devices and now just like that we are having issues with all of them? I think not! Clearly there is something going on with the internet service and the company is making no effort to resolve it. They will not even listen to what I have to say, they just state, its a device issue. How terrible is that for a customer? Im sure everyone can agree they would be very frustrated with this terrible, rude, and fraudulent customer service. Please note I received an email yesterday stating: We have made some adjustments to your radio onsite.  If you have any further issues please let us know. That is from the same company stating there was no issue. You said its a device issue but when I file a complaint then you came and fixed it?! Clearly there was an issue. I then received an email stating Air Fiber is coming to pick up the equipment within three days, this is inconsistent to the message I received verbally, I was informed we have 10 days before service would be disconnected. How can a company say you have 10 days and the next day tell you, you we are coming to get the equipment today or within 3 days? Thanks for leaving ** zero days to secure other service, but I would expect nothing less from this company. I should have listened to all the negative reviews stating the customer service is terrible. I guess thats what you get when a company treats its customers like garbage from the top down. 

  I continue to be amazed at the length this company will go through just to not have to fix their product. 

  Regards,
  
  *********************************

*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. ↩