Cable TVs
Altima TelecomThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been trying to cancel my account as I have switched providers since September 25th. They have not responded to my numerous requests for confirmation of cancelation and have continued charging my credit card for their services that I no longer wish to subscribe to.Customer response
07/10/2024
* ***** **** ** ******** ** ********* ******* ****** ******* ** **** ***** They have reached out to me and cancelled my service and provided a refund for the extra month I was charged.Initial Complaint
19/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
**** ********** *** ** **** ** ***** *** *** I am POA for my mother ******** **** ***** ** *** ****** **** ** **** ***** my mom has been receiving bills from a ***** company called ALTIMA. My mom ***** ** ***** *** would not have contracted any technical services from them and she is very distressed receiving numerous bills from them. Can you ask them to CEASE & DESIST? Please? I have called and emailed them and there is no answer. Thank you. ***** *** ** ****** *** *** ***Business response
29/07/2024
Hi BBB,
I checked the customer's account:
Account Name:
******** ***
Account ID: **************
Full Service Address:
* ******** ***** ******* ************* ******* ******
Phone Number:
**********
The account was migrated for ACN/Flash on January 12, 2024.
We asked ********* if the customer ever called them to cancel the service, however, according to ********* they didn't receive any cancellation request from this customer.
To help them, I just cancelled the account and reversed all the charges.Meri/Many thanks,
Ron F.
Team Leader
Customer response
10/10/2024
Case has been resolved as the business has stopped billing the consumer.Initial Complaint
11/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
First, we set up activation, which should have started on October 26, and we were billed $50.85 for that, and Altima confirmed there would be no activation fee. A technician came over after 2 weeks since some parts they don't have it. I called several times to get Servise installed and to stop charging me before I got Servise, but they charged me $39.55 on 27/2023. After that, they charged me $80 on November 29/2023 I'm so tired spend hours on phone with Altima customer Servise as they put you on hold for hour and they refused to connect me to supervise, were denied few times and promising that the supervisor will call me withing day. So, since OCTOBER, no-one has called, no-one has setup technical to install Servise and Customer Service just saying ITS OK. Also they send me overdue statement ,for what? I don't even get any service. *** ****** *** * *** **** ***** ********* ******* **** **** *** **** **** ********. * *** ** *********** **** **** **** * **** ****** **** ******** so I called Altima twice that day to make sure I could speak with the supervisor before my appointment. The customer service department treasured me and no-one ever called me back or even sent email. As a result, my credit score is being negatively affected by Altima, and I am not receiving any service from them. Please HELP ***** ******** Thank youCustomer response
17/01/2024
My issue has been pending with Altima since September and I finally got a call today with a solution. They refund partially the payments I made, and I'm waiting for them to reimburse the full amount I paid for services I haven't received .
Once again, thank you very much for your help.Initial Complaint
09/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I have ended my contract of 3 years with gems telecom. Altima said they took over my account. I told Atilma I'm not interested in switching companies and I told them I dont need internet services anymore. They didn't listen and continued to bill me for months I didn't have service. I told *********** someone took my router and I cant get services without a router. I don't have a router yet they are charging me. I do not want internet services anymore please tell Altima telecom to stop my account and stop billing me. *** ** **** *** * ** ***** ***** ********* *** 3 months I been trying to tell them to cut off and stop my service yet they are still charging me every month. How do I get Altima to stop my account? They wont listen to me. Thank you ********* *****Business response
04/12/2023
Hi there,
Kindly note that this account was closed on September 6, 2023, per the customer's request. The customer owed money to **** *******, the previous company, before the migration, which is the only reason there is a final bill to settle. Please find the thread mail that we sent the customer . ****** *** ******** *****
Thank you so much for looking into this and we would appreciate if you'll consider this complaint as invalid .
Best regards ,
Altima Ecare-SupportInitial Complaint
23/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a internet service .. got modem with do yourself instructions .. that did not work as I filled out form saying I had internet thru **** phone line not coax cable but sent coax cable modem .. called company on hold for hour to reach said send someone out on Saturday ( Thursday get call while at work on route explained my appointment was for Saturday) Saturday wait around all day no one shows call and an on hold for over hour so email again 4 times I want to return modem going to another provider. 4 days later get email back a service tech will contact u to set up service and that I have account activated. I reply it has not I want to cancel and return modem no response then this week get call one of there techs is just coming out ( I never booked appointment.. it was a Thursday at 11 am I was 45 min away at work) this company does not answer phone or reply to email call nor send the return labels to return modem for service I don’t have despite repeatedly asking .. I owe no money but I don’t want to be charged for their modemsInitial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have paid for 2 months of internet service without receiving internet. It is so frustrating to pay for an unusable service due to a problem caused by Altima and when seeking help, we were berated as technologically challenged individuals and were considered "at fault". For context, the router we received was owned by a previous user and was NOT reset properly. Because of this issue, we were not able to link the router to the Altima app or our account because the router is already linked to another account. Because the user and password on the router box did not work, we were not able to connect to the wifi and because the router is linked to another account, we were not able to change the wifi password. To address this, I tried contacting customer service multiple times only to be hung up on or being told they can’t change the password because I am not the main account owner (who is my father who can’t speak english and was out of the country). After 2 payment cycles and multiple calls to customer service, we were finally able to receive the password to connect us to the wifi. The agent on the phone repeatedly said "there is no way you didn't set this password, you definitely set this password, we would not set this password" and did not listen to us attempting to explain that the router was linked to the wrong account or that a family of atheists would never even set a password of ************. This agent was then unable to change the password to the wifi and said "that's unusual" before promptly hanging up. We are now at a stage where we need to change the wifi user and password to connect our other smart home systems and are still unable to do so. I have sent multiple emails and phone calls up until now and I have still not been able to resolve this situation. I would like to resolve this by having the business contact me and get a refund for the 2 months I was unable to use the wifi.Business response
02/10/2023
Dear Better Business Bureau,
We apologize for the delay and for any inconvenience this have caused our customer. After reviewing the customer's account, I saw that the customer has been assisted by our technical and customer service support already last September 14th, credit for the unused days of service has been added as well.
Thank you so much for your patience! I tried to contact the customer today to check if they need further assistance but I couldn't reach them so I just left a message in their voicemail. If the customer needs further assistance, they can call or send us an email.Initial Complaint
06/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered internet from them on Aug 29th, hookup on September 5th, paid for it, and haven't heard a thing, been calling for 2 days, finally got an answer and was told they have no idea when it will happen, but I did get a second bill, due on the 30th, even tho I have no internet, it's a 2 year contract so what do I do?Customer response
29/09/2023
I have the internet modem and am hooked up, it took 10 days but it's done
Thanx for your help.Initial Complaint
26/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have used altima telecom for years. I recently noticed that I have been overcharged for years. I have the $55/month plan, but I am charged $73.45 every months. $73.45 should be the FIRST payment according on their website ******** *********. I have been using this ISP for years, and am charged with this initial payment amount EVERY month. The correct amount that should be charged per month is $55+tax, which is $62.15. Supporting docs are my credit card transactions for the last 2 months. I have more charges showing $73.45 if needed.Business response
05/10/2022
Hi BBB,
I hope everything is fine. Please see the attached file for our resolution to our customer, to which our customer responded and accepted the offer.
Thank you for your time and cooperation in resolving our case.
Have a wonderful day and stay safe!Best regards
Altima Customer Care & Experience/Sr.Customer Service Rep
Altima Solutions Limited.Dba.Altima Telecom
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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