Internet Services
Phoenix InternetThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have still been experiencing slow internet speeds, as low as 0.8Mpbs. I am getting nowhere near my 50Mpbs. This has happened every night from 7:30 p.m. until about 10 p.m.-12 a.m. My original complaint was answered quickly, and I hope this gets fixed soon. I mostly only use my internet from 7 p.m. until 1 a.m. because of my employment. I used it for games and school. I have called every night, and I have been experiencing a slowdown. I got ticket number ***** yesterday night, and tonight, the employee could not locate that ticket and gave me another one, *****. I have not received a call about my issue since before the first communication using the BBB. I have attached two photos: one when I use the internet and one in the morning before I leave for work. I want someone to be available to help me figure this out. But since the hours of operation end, I can not speak to anyone before I get home while the issue is happening. Please help. My area does not have many internet options, and I have been with Phoenix Internet for a long time.Business response
09/07/2023
*****************,
I will call you this evening between 7:30 and 8 PM to see if I can pinpoint the issue on your connection. I am looking and am not seeing anything indicating what could be causing the issue on this end after the fact but should be able to diagnose much better as it is happening.
*****************************
Phoenix Internet Operations Manager
Customer response
09/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The business contacted me during the times mentioned. A solution was discussed and action was taken to fix the issues. During the first night after the issue was addressed no major slowing of the internet speed. I am satisfied with the work performed and the professionalism on the employees in contact with me.
Regards,
***************************
Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I left a voice mailfor Phoenix Internet customer service on March 15, 2023 regarding cancelling my service. No response for two days. So, I called Phoenix Internet sales, and was connected with a representative. I explained the house was sold, that I would be vacating the property early morning May 20, 2023, and that my last day of service should be May 19, 2023. No mention was made of a formal letter of cancellation. I was told that a technician would retrieve the equipment. May 19 came and went, no technician. The property is now occupied by tenants of the current owner and I live **** miles away.Not only has Phoenix Internet continued to collect payment for two months after my service stop date, I am now informed that I will be charged $350.00 if they are unable to retrieve the equipment. That is outrageous; Phoenix Internet dropped the ball, not me. I am not responsible for service commitments Phoenix Internet failed to execute. I expect my ********** to be credited with the $100 for two months payments Phoenix Internet was not authorized to take. Whether or not Phoenix Internet collects the equipment is not my problem; they knew the exact date I would be leaving the property and no contact regarding equipment retrieval was ever made.Initial Complaint
06/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
June 22nd 2023 there is a charge from this company for $21.72 I did not aprove this charge and I did not have any kind of auto pay setup. This is illegal to pull money out of my bank without my permission.Initial Complaint
02/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The Phoenix internet company took $39.00 dollars out of my account I haven't been a customer of theirs in over a year. Now they cause me an overdraft fee because I didn't have that money in my account I want the money put back in my account and the money they are going to cause by the overdraft fee of $35.00 dollarsInitial Complaint
12/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 3.29.2017 We hired Phoenix internet as our Internet Provider. (see attached) Original contract. Based on the companys coverage at our address and there ********** uptime of ******% with no data restrictions per there website (attached) The failure of uptime and data throttling regularly (Can provide attachments of multiple emails, screenshots, and service requests over the past 5 years) as an undisputable failure of Phoenix internets contracted service. Service was in fact terminated on 12.19.2022 by Phoenix internet at their request per phone-com with ****** and ***** to pick up Radio and *** equipment. Terminating all services. However, NO written contractual language stating a notice of any kind is required as this was a no length of contract service. We in fact gave notice of termination on 12.1.2022 as to end service on our paid through date of 12.27.2022 per invoice #****. The fact that they are now trying to use deceptive and predatory accounting practices by not using a normal calendar month as all business do in normal everyday business, to incite an additional month, notice and billing for the month of ******* is both unprofessional, unethical and unreasonable. Along with a current threat of collections sent to us 12.22.2022 during a time we are paid in full but have NO equipment. Should be Illegal on a fraudulent criminal basis. In Fact, we are owed the following.9 days prorated service 12.19.2022 thru 12.27.2022 $39.00 per month = $1.30 per day for a total of $11.70 1 month referral for new customer ******************** of ********, ******* $39.00 per Phoenix Internets referral policy (see or request attached) Equitable refund of payment for ********** services NOT PROVIDED 20% of term payment from beginning of contract 3.29.2017 to current or 69 months X $39.00 per month at 80% or closer to actual uptime with usable speeds. Leaving a balance owed of 20% or $538.20 total.Total of $588.90 owed ******************************Initial Complaint
12/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
After canceling my service with the company, due to poor service, a technician came and picked up the equipment except for one part that was later mailed to the company in a pre-address and pre-paid box the technician left. I have a witness to the technician picking up the equipment and a different witness to the remaining part being mailed. The technician picked up two sets of equipment at the same time. There was another account at the same address that had also been canceled. The equipment for the other account is not marked missing. Everything for the other account is marked as accounted for despite that equipment being picked up by the same technician at the same time. Why is one set of equipment accounted for and the other not?The company is continuing to threaten to send me to collections if I don't pay $435 for equipment they have already picked up. They are unresponsive and the only means they chose to interact with me is via email despite them having my phone number. The emails I have received have given no indication that they have asked the technician or have tried to locate the equipment. It is as if they are blaming me for them not being able to efficiently run their company.Business response
12/19/2022
The customer did not return ********************** owned equipment. Phoenix Internet went to the customers addresses and the equipment was not on premise. According to the agreement customer is responsible for all ********************** equipment.
Agreement
5. Installation and Equipment. Phoenix Internet may provide Customer with a radio, antenna, antenna surge protection, and patch cable, referred to as Equipment, for use with Phoenix Internet Service. The Equipment is and at all times shall remain the sole and exclusive personal property of Phoenix Internet, and Customer shall acquire no interest therein by virtue of the payments provided for herein or the attachment of any portion of the Equipment to the Customers residence or otherwise. Customer will not open, alter, misuse, tamper with or remove the Equipment as and where installed by Phoenix Internet, and will not remove any markings or labels from the Equipment indicating Phoenix Internet ownership or serial or identity numbers. Customer will safeguard the Equipment from loss or damage of any kind, and will not permit anyone other than an authorized representative of Phoenix Internet to perform any work on the Equipment. Upon termination of the Services, for whatever reason, Customer acknowledges that his/her right to possess and use the Equipment shall likewise terminate. In such event, the Equipment shall be returned to Phoenix Internet in the same condition as when received, ordinary wear and tear accepted. If the Equipment is damaged, destroyed, lost or stolen while in Customers possession, Customer shall be liable for the cost of replacement of the Equipment in the amount of $350.00. If the Equipment is not returned to Phoenix Internet, Customer will pay ********************** $350.00 for the replacement cost of the Equipment without any deduction for depreciation, wear and tear or the physical condition of such Equipment.
Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Slow internet speeds, mostly during the times of 12pm-12am.Service was installed a month ago. I just received the first invoice Contacted the company about the issue 4 times now. They said on 8/16 that there was a problem on their end and they will contact me later in the week with a resolution. It is now a week later. I am paying for 50 Mbps download speed and 5 Mbps upload speed.Business response
08/24/2022
This has been escalated to the Operations Manager. The manager will call the customer today with a resolution. The manager's name is *****************************.
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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