Complaints

• Initial Complaint

  27/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service was not used . I contacted valley fibre to suspend my account asap in October and they kept charging me for service I have not used. My financial situation has changed going through separation and financial hardship. They kept billing me and said they cannot suspend services until bill paid which put me out in more financial hardship. They are not willing to do anything. Not only this but on install they have damaged my yard with huge ruts and left a mess of garbage fibre wire and underground pipe pieces. Al what I asked is for them to reduce bill and be respectful and reasonable on situation. It was installed in end of august 2024 and I was told I must go online to activate. I never did and being charged for over $*** for nothing used. **** *** ******** ******* *** **** *** ** *********** * ****** ******* ***** ******* ******* *** *** ****** ******

  Business response

  02/01/2025

  Valley Fiber will be in direct contact with this complainant to resolve.

   

  Thanks,

   

  ** ******

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I **** ** ******* *** *** am having difficulty with ********** *** Valley Fiber. On August 8, 2024, I cancelled their internet services. They did not pick up their equipment until September 13, 2024. They have continued to bill me for services since August 8, 2024, despite my contacting them 4 times. Twice by phone, after being on hold for 20 minutes or more, and twice by email. I have documentation for all of this. I am now been billed again for service I do not have, for a total of $******* * **** ******* ** ******* **** ****

  Business response

  05/11/2024

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

  Thank you for reaching out and apologies for the late response.

   

  It looks like the internet cancellation request for August 9th was not completed yet.

   

  Once this is processed, the internet charges for the said date will be reversed.

   

  We apologize for the inconvenience.

   

   

  Kind regards,

  Lea *******

• Initial Complaint

  20/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ****** ***** *** **** ********** ** ******** ******** ** ******* ** ******* *** ****** ***** **** *** ************* **** **** **** ******* **** ***** ******** ******** ** ***** ****** Our area was determined to be in stage 1 and be operational by Nov. 2023. The main fiber optic line was installed in front of our home July 2023 so everything looked promising. Shortly after installing the main line a line marking crew appeared and installed flagging in our yard indicating various utility lines in preperation to install the fibre optic service from the street to the house, however, no service line was ever installed. Winter came and left when yet another crew appeared in the spring to hook us up only to determine that the service line from the road had never been installed yet the drawings indicate the work had been completed. It’s now mid Sept 2024 and dispite many many calls to Valley Fibre will not answer anyone on our street as to when we will be provided service. * *** **** ****** ******* *** **** **** *** **** **** ***** *** *****  Nobody at Valley Fiber will return ours or our neighbours phone calls. It has been a very frustrating experience dealing with the likes of this operation. *** *** **** **** **** *** ****** ** *** ******* ********** *** *** **** ******* *** ******** ** *** *** ******* ** **** ******* ***** **** ********* *** ***** **** **** ******* 

• Initial Complaint

  17/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am writing to formally lodge a complaint against Valley Fiber regarding an unfair disconnection fee and the lack of response from their management in resolving the issue. I contacted Valley Fiber to disconnect my services after several issues with my account. They had informed me I generated a new contract when changing services. I was not notified and did not agree to a secondary contract. During these calls, I was informed that I would be charged a disconnection fee of$*** despite my service being unsatisfactory and the fact that I had fulfilled1 year of service that the original contract states I would receive a discount for each month of service of $** monthly. I expressed my concerns about the fee and requested to speak with a manager to discuss a waiver of this charge. Unfortunately, multiple attempts to escalate the issue through customer service and the Shift Manager "Yunona" have been ignored. I have spoken to several representatives, each assuring me that a manager would return my call, yet no one has contacted me to resolve the situation. I was told today that the CSR's were not authorized to provide names of managers or any direct contact information. This ongoing lack of communication and refusal to address the disconnection fee have left me frustrated and without recourse. I feel that Valley Fiber has acted unfairly by implementing this fee and not providing any avenue for resolution. I respectfully request that the BBB intervene to assist me in obtaining a resolution, ideally the removal of the disconnection fee and an acknowledgment of the lack of proper communication from management. * ********** **** ********* ** **** ****** *** **** ******* ** **** ********** ** ********* *** ****** ********** ***** *******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ************ *********** ********* * ****** ****** In July 2024, I was notified that prices are increasing. Upon review of the terms & conditions there is a clause that states if VF raises prices “subject to a commitment period” I have the right to cancel services. VF stated that this clause means they can raise prices during the commitment period as opposed to my understanding that this means they cannot raise prices during a commitment period. On August 31, I notified VF in writing that I wished to cancel because it is my opinion VF has breached my contract. VF states that I do not have a fixed price contract so this clause does not apply. Also they state the terms & conditions I am quoting are not from 2021 when I signed. I requested they produce the 2021 Terms and Conditions and they refused. VF now states I owe $****** as a cancellation penalty. I asked what this is comprised of and VF responded to say this was their “standard” penalty. No where in my contract does it say that prices will increase during the term. VF maintains their right to increases even with a contract and that the responsibility is on me to prove I have fixed pricing. I requested VF prove I do not have a fixed price contract. We are at an impasse. VF staff and manager were rude *** *********** in their contention that my contract is not proof of fixed pricing. This practice of not clearly identifying contract specifications is untenable and misleading to consumers. **** ******* ****** ** *********** ** *** ********** 

  Business response

  02/10/2024

  . Janet ******** complainant has worked with Valley Fiber directly and we have come to a common resolution and consider this matter concluded.  Please update our file accordingly with mutual closure.

   

  Thanks,

   

  Donna ****** ********* ******** ** ********* ******* * ********* ********* ****** ***** **** * ************  ***************************

  Customer response

  02/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: x 2 issues

  i recently received two invoices to be paid even though: I cancelled services August 31 and  I was assured by Emily in Billing a week ago, that I had a zero balance on my account.

  I was instructed to return two pieces of equipment. I did that. Now I am being told there is one more piece of equipment to return. I have not received a return authorization number even though I have requested this x 2.
  
  Sincerely,
  
  Janet * *******

• Initial Complaint

  29/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was approached at my home by a sales rep of Valley Fibre offering me free installation of cable for a contract of 2 years at $***. I said I would think about it. I was then harassed by the company every 1-2 days being reminded to sign up. I declined through email 3 times stating I did not want Valley Fiber (saved emails) and declined the contract through the email (have screenshots of my decline) to which I then received an email from Valley Fiber saying thank you for signing up. I called Valley Fiber this morning on Aug 29/24 at 830 am. I spoke to a woman in customer service who told me my services would be cancelled and I would get an email confirming the cancellation. I have yet to receive said confirmation and am worried they did not actually cancel anything as they signed me up even after I declined 3 times through email and declined their contract. I do not want Valley Fiber I do not want them on my property. I do not want their services.

• Initial Complaint

  22/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have requested a contract from this company and have not received. I have been on pre authorized payments for several months and now they are stating they are increasing my amount. T*** ******* *** **** ******** ** **** **** *** * **** ****** ** ** ***** ********* * ****** **** *****

  Business response

  16/08/2024

  Greetings, we have been in touch with ****** ******* directly (he has two service locations), he has received copies of both of his agreements, and we consider this matter concluded.

   

  Thanks,

   

  ***** ******

  Executive Director of Corporate Affairs | Corporate Secretary

  Valley Fiber Ltd.

  M 204-312-1970  donna.hunter@valleyfiber.ca

  Customer response

  31/08/2024

  They have now created issue with a 3rd location. Valley fiber has dug up the entrance to my property in **** Manitoba. Address ** ********** rd in the RM of Whitemouth. They gave me a yard work order number of ****** but have not responded as to if the repair of property damage has been corrected. My further concern is the area sagging after the fill. Since this is me drive way entrance to the property.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Valley Fiber may 10 2024 to inquire about a length of conduit left sticking out of the ground on my property , even though they are finished in my area. I also asked for some topsoil be dropped off so I could repair damage to my lawn. I was asked to send pictures which I did. since then I have heard nothing back from then I have sent two other emails asking if I was going to get an answer and again nothing. Today I called to speak with a manager and was put on hold for 5 minutes while the operator told me she would be a minute contacting the manager and AGAIN!!! nothing. Approx 5 mins after hanging up someone from Valley Fiber called me to tell me there waiting for an answer but yet no one could be bothered to email back telling me this. I have already spent my own money to get some topsoil to fill in holes and ruts

• Initial Complaint

  29/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2023, Valley Fiber installed residential internet and television services based on a contract signed in December 2021. They did not install the digital phone services at that time and advised I would be contacted at a later date. ***** **** * *** ***** **** ****** ***** *** *********** ** *** ***** ******* I wasn't sure I wished to proceed. However, after several phone calls I was advised that if I did not install the phone service my original contract would be null and void and I would have to pay a higher rate for internet and television. ** * ******* I felt pressured **** **, and I agreed. I was told I had to resign the authorization to port over my phone number as the old form I had signed was out of date. On April 26, 2024 I received an email from **** *** indicating they were scheduling disconnection of my phone on May 1 at 6:00 a.m. Alarmed I reached out to VF and was told they didn't have an install date, but it might be May 7 as they were waiting on some type of approval. I explained I need my phone and having it disconnected on May 1 was problematic when I hadn't even had contact from VF as to an install date. They told me sometimes **** *** ***** *** *** *** disconnects earlier than planned and told me to call **** **** I asked for a supv or manager to call me as this isn't acceptable service. I'm still waiting. I called **** *** and was told they schedule disconnection on the date provided by VF. They will try to delay it but aren't sure they can as it is managed by an intermediary group. So here I sit. Needing a phone to work and no guarantees I will actually have one. ** ***** ** ** ******* After I signed the authorization to port I didn't hear back from VF about the process or what to expect or an install date until I called to complain after receiving the disconnection notice from **** **** I am hopeful I will receive a call back from a supv or manager at VF* *** * ** *** *********** 

• Initial Complaint

  22/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There have been numerous and recurring issues with the service that Valley Fiber Ltd committed to providing. The telephone service is currently not working. The cable service and internet service frequently stops functioning and requires continuous attention (restarting the router). Valley Fiber is very slow to respond to the issues. They do not appear to have staff with the required skills to address the issue. I would like to get out of the contract and go back to our previous supplier.

*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. ↩