Reviews

Review Details

• Review fromHarlen N

  Date: 04/25/2024

  They billed me for internet and the modem was not even in my possession. Unresponsive from anyone at the company to respond to my issue. Just left with a bill.

• Review fromBritta M

  Date: 04/01/2024

  If I could leave 0 stars, I would. We had to switch service from ATT fiber when we moved in January. It took them over a week to come out they rescheduled my appointment with out letting me know. I've had multiple service tickets with them since then. My 1G service they claim I am receiving is NOT what's being put out in our home. 3500 Sq ft and we have 4 EEROS switched from the Google nest and their guy came out to say we should run a Cat 6 wire down to the kitchen to have a mid area. Well 2 weeks have gone by and hadn't heard from anyone. I call the worst customer service place,to be told they need to get approval and would have to get back with me... OKAY Yeah Right... then told me I would have to pay extra to ha e this done when it wasn't checked or offered at initial installation. These people are CLOWNS. This is the ONLY fiber/wifi available in my area. Someone PLEASE send At&T out our way. They do not communicate, follow up or make sure you have good service.

• Review fromDave C

  Date: 03/27/2024

  “Going on day 4 with no internet. This company doesn’t care if you don’t have it. It’s a company that needs to be revamped. I wish we could get some help but they will send a email

• Review fromMichael C

  Date: 02/21/2024

  They have a good internet service , but there field work and the people who connect you to the internet stinks. Call them on the phone and they will tell you they will write a ticket and pass it on. I have been trying to get them to replace the the temporary cable for about 6 months and no results, don’t expect them to do anything about it. I don’t recommend them because of this.

• Review fromkevin m

  Date: 01/31/2024

  This company is a joke, l get charged almost 70.00 a month for basic cable channels which include 4 stations of Lawrence Welk, 2 stations of yoga all day, and tons of cartoon channels all day everyday

  Fastwyre Broadband

  Date: 02/12/2024

  Fastwyre Broadband is more than happy to complete a detailed review of the customer's account with them, during which we'll review their subscriptions and charges. We will reach out to them to initiate this discussion. 

• Review fromGerald O

  Date: 01/19/2024

  Their business is pretty predatory, aside from the high costs for their rural services they have fought against other community members who wished to disconnect both their landline phone and internet services. After calling in to end services with Fastwyre they would be hit with large bills due to Fastwyre not actually disconnecting as requested by customers, while still charging for services. Resulting in bills in the $1000s. They fight tooth and nail for your money and accounts to stay active, adding on fees they do not disclose to their customers that are insanely high. Customer service is of little help, especially for Alaskans. Steer clear of this provider if you can.

  Fastwyre Broadband

  Date: 02/12/2024

  After reviewing this issue and the customer's account, Fastwyre Broadband verified that their account was disconnected on January 19, 2024. After allowing the account to complete its billing cycle on January 31, 2024, Fastwyre Broadband verified that there is a credit and will process and send a refund to the customer. 

• Review fromDavid B

  Date: 10/10/2023

  Cable was installed on my property on 09/12/23. They left the cable lying on top of the ground and across my patio. Very unprofessional people. Have called and complained four times. They say they have opened work orders twice and still have not corrected the problem.

  Fastwyre Broadband

  Date: 10/16/2023

  Dear BBB, 
  Fastwyre Broadband dispatched its installation vendor to the customer’s premises to investigate the issue. While on the premises, the vendor determined that original drop was pre-buried to the wrong location on the customer’s home. Subsequently, when the vendor completed the installation, a new cable was placed across the patio to the correct location.? Unfortunately, the vendor forgot to submit a request for the new facility to be buried. On October 13, 2023, the exposed facility was buried, and the vendor verified the customer is pleased with the completed work. 
  
  Fastwyre is hopeful these actions have resolved the customer's concern but remain available to answer questions or further discuss if needed.? 
  
  Thank you, 
  Stacy  
  
  Stacy H******  *** ********** ******* * ******** *********  ******* *************  ***** *************  ********************* 

• Review fromKara W

  Date: 10/09/2023

  Have been trying to get the line for services to our new construction laid since July, now that we are needing the service (end of Sept/Oct) they are claiming there is a delay in install due to construction and getting said lines in. I called to schedule services 2 weeks prior to the needed install date, install was confirmed, I received a confirmation call 3 days before my install and was given zero information about why install did not happen until I contacted the company myself. They claim they contacted us (in the 3 days between my confirmation and no show??) to let us know about the delay yet could not provide any proof of trying to contact when asked. Husband and I both had zero missed calls, voicemails or emails from Fastwyre. I have worked for a major cable company in the past, I know the process, and the lack of response from Fastwyre makes me wonder how they are even still in business. Zero of our calls are being returned, nobody in their Customer Service department can give us any answers, managers are always conveniently busy when we call and as stated before don't return phone calls. Where we live they are the only internet (aside from satellite) option and I feel like they are just yanking us around because they know they have the upper hand. I'm not even an active customer yet but have zero hopes of this being a reputable service provider.

  Fastwyre Broadband

  Date: 10/16/2023

  Dear BBB, 
  Fastwyre Broadband dispatched its installation vendor to the customer’s premises to investigate the issue. While on the premises, the vendor determined that original drop was pre-buried to the wrong location on the customer’s home. Subsequently, when the vendor completed the installation, a new cable was placed across the patio to the correct location.? Unfortunately, the vendor forgot to submit a request for the new facility to be buried. On October 13, 2023, the exposed facility was buried, and the vendor verified the customer is pleased with the completed work. 
  
  Fastwyre is hopeful these actions have resolved the customer's concern but remain available to answer questions or further discuss if needed.? 
  
  Thank you, 
  Stacy  
  
  Stacy H******  *** ********** ******* * ******** *********  ******* *************  ***** *************  ********************* 

• Review fromPaul T

  Date: 07/31/2023

  This company is as corrupt as they come. Their subcontractors for laying the fiber optic went right through my six year old sewer line. We have totally remodeled our house and that included sewer lines and water lines running out to the street. The company informed me they could repair it or I could get my own plumber, and they would reimburse me. Of course I got my own plumber to fix it because that's what plumbers do. After more than 140 days I have received nothing from Fastwyre but silence. At first they were very cordial as my wife was the one dealing with them, but once 110 days had elapsed I got on the phone. I proceeded to ask them, if I owed them money for more than 100 days how that would fly? Of course they responded by saying, "It wouldn't." I told them exactly, and they needed to get me MY money or I was contacting an attorney. I guess they thought I was bluffing as we live in a small town. However I'm not from a small town and I retired off of the Texas/Mexico border. I have my first appt. with my attorney Sep. 5th. For anyone to do business with this company you can plan on many problems as all the complaints against them attest to. Yes I have photos and everything else I need to present to the attorney.

  Fastwyre Broadband

  Date: 09/01/2023

  September 1, 2023
  
  Re: BBB Review #***** - *******
  
  Dear BBB,
  Fastwyre Broadband sincerely regrets that the customer was impacted by its contractor’s work and that the remediation of the issue was prolonged. This type of issue is not representative of our company and coaching has occurred to ensure this type of situation does not reoccur.
  
  With that said, Fastwyre Broadband has issued payment to the customer to remedy this issue. We are hopeful this action will resolve the customer's concern but remain available to answer questions or further discuss if needed. 
  
  Thank you,
  Stacy
  
  Stacy H******
  SVP Regulatory Affairs ? Fastwyre Broadband
  Office: *************
  Cell: *************
  *********************

• Review fromRichard D

  Date: 07/11/2023

  I don’t even have the service yet and I am leaving a bad review. Shameful. I was scheduled to get it and they pushed the install date - fine. Stuff happens. But then they were 2 weeks out from the new install date and they came out and ran the cable from the box on the corner to my house - ON TOP OF THE GROUND!!!!! How am I supposed to mow? Then today they came and buried it, dug up my electric line that went to my shed from under my deck. I have to crawl under there and re-bury it now. They left the water hose unfurled after they used it. And get this, they left my gate wide open. If we wouldn’t have checked the gate situation we could have lost our dog. This is just plain horrible service.

  Fastwyre Broadband

  Date: 09/01/2023

  September 1, 2023
  
  Dear BBB,
  Fastwyre Broadband verified that the cable was buried on July 11, 2023. We believe this action will resolve the customer's concern but remain available to answer questions or further discuss if needed. 
  
  Thank you,
  Stacy
  
  Stacy H******
  SVP Regulatory Affairs ? Fastwyre Broadband
  Office: *************
  Cell: *************
  sh******@fastwyre.com

  Richard D

  Date: 09/06/2023

  Service was installed but they DID NOT come back and bury the electric line they dug up that powers my shed.