Complaints

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They insisted i pay for a annual plan of $795 in December of 2023. Then They insisted I purchase a new device from them in April 2024 at a price of $199.00 and said my Netgear device would no longer work with their service. I purchased their device. Then in August of 2024, they contacted me again and said the *** SIM card was no longer going to work for service even though I was paid in advance. That I had to purchase a new better device (a no name device) that would contain a Tmo Ile sim or a ******* sim. I advised them that ******* would not work in my area. But they sent the new device that cost $499 with a ******* sim anyway. My internet service diminished extremely and I started calling them to complain. They told me to submit a ticket. I did. I still had problems with service. I called and they said they would elevate the problem. That was 7 weeks ago. The service is still bad and I have called them and cannot get resolution. Yesterday, I opened another ticket requesting cancelation of service and a refund of the prepaid service to date. As well as a request to send back the device they sold for $499 for a refund. I have not heard back from. This company and feel they are scamming customers.

  Customer response

  10/18/2024

  I have tried to contact My1Wifi business by telephone many times in the last few weeks.  I called them this morning and the first call was not answered by a representative but disconnected after the recording told me to go online and speak to someone through the chat feature.  I called back right away and was put in contact with *******.  She put me on hold for almost 8 minutes and then came back saying that my problem was escalated again.  I asked her for the name of the General Manager and was told she could not give out that information.  I asked her to transfer my call to her Supervisor and was told that she was not allowed to do that.  I asked for her Employee number or the First letter of her last name and was told she would not give out that information. 

  Their "escalation" process is a joke.  I have had several tickets on my account asking for help and asking for cancellation and refund and each and every time, I get told it has been escalated but no one at My1Wifi ever handles the ticket.

  I am attaching several screen shots of tickets of the original problem and documentation of when I asked for cancellation of my account and refund.  ********** was to be cancelled on October 11, 2024, however, their website on my account still shows the service as "Active"; so they have not handled even the cancellation request.
  

  Customer response

  10/19/2024

  As of today, October 19, 2024, at 10:13 am CST, I tried to sign in to my online account at ************************** and my account has been suspended.  I am no longer able to see my correspondence through their ticket system.  They also still have not responded to me personally to confirm cancellation of my account or respond to my request for a refund of the service fees from October 11, 2024, to July 2025.  They also still have my credit card number on file and I am unable to delete it from my profile.  I also tried to call them this morning and their telephone system would not take my call.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Been a customer since 2021 and never had a problem. Over the past I would say 6 months they have called saying that they were upgrading their service and wanted me to buy a new router. I am very happy with the router i have and did not want to buy a new one. July when it was time for my bill to be automatically get paid for my unlimited **** no payment was taken. I opened up a ticket reminding them that my payment was due, on automatic payment plan it was pay for 3 months and get fourth month free. When they took the money out of my account was told my subscription was renewed. this was July 20.On July 29th the sim card I had was deactivated and seen I had a new ticket saying that a new sim card was sent. Waited a few days and got on chat with their customer service department. Was informed at this time that my plan was now only for 3 months with a 300Gb data cap. When I was opened up a ticket to question this, I got the same canned response followed by **************************, at its own discretion, can modify or discontinue any product or service offered on its website, including but not limited to: descriptions, prices, discounts, service plans or any other part of their offerings in whole or in part without advance notice.I have been trying with no luck to either get a working sim or a refund for my unused service but get no response or the canned response saying the sim has been sent.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told I could buy a **** SIM card from my local ******* gave them the number on SIM card and the imei number on my hotspot device had service for about 6 hours then nothing I have tried multiple times to contact them via tickets, phone calls and messages on their website. When I do get someone to answer they keep telling me they expedited my issue. How long am I supposed to wait and the whole time they keep moving my payment date back Im getting tired of this I use my home WiFi for work related things

  Business response

  04/24/2024

  ***** from My1Wifi stated that there was a software update completed on 4/1/24, so this consumer's matter has been resolved. My1Wifi sent the consumer their updated device back to them about 3 weeks ago. Upgrade completed and account resolved.

  Customer response

  04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  they also have given me a free month of service due to the issue since they completed the software update I have had no issues.  
  

  thank you my1wifi for fixing the issue 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My1Wifi is having me pay for a service and then not delivering it. My internet has been down a total of 16 days this month. I was charged roughly $95 on March 2nd, my typical monthly payment. But, within a week of that, my internet stopped working. It took almost 5 days to hear anything from them. They would not return phone calls, no answering their service tickets, complete silence. When they did finally reach out they told me that their **** internet contract had been cancelled and they would have to send me a new card. This took an additional week. I got my new card, it worked for 4 days and here I am once again not having internet. This is currently day 5. In total I have not had internet for over half of the month and once again no one will respond with a timeline, resolution, etc. I asked for a credit and to not be charged for ***** as well but again, no response. I have lost thousands of money in paychecks as I work from home and have spent additional money on hotspot from my current phone provider to try and help get us by. 4/2 they will try to take another $95 out of my account for ***** knowing I havent had service most of **** and currently dont. This is absolutely fraud.

  Business response

  04/24/2024

  ***** from My1Wifi stated that they received an account cancellation request from the consumer on 4/10/24. Cancellation request take about 30 days to settle, so it is still in progress. All confirmed details such as cancellation date and any refund information will be provided at that time. Consumer's last payment was made on 3/4/24.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company provides internet service through ***** I paid $240 the end of February for 4 months of service. On March 11th my internet was suspended without notice. On March 13th I was finally able to reach someone at this company. I was told that the unlimited plan I had didnt exist any more. They said I could keep my internet if Id pay $149.95 monthly but it would only be for 300 GB. I cancelled my subscription & demanded a refund. I havent received it. This company is giving me excuses and now they wont answer the phone. I just disputed the charge with my credit card but want this company to have some type of repercussions for their dishonest business practices.

  Business response

  04/22/2024

  ***** from  My1Wifi stated that upon checking stated the charge initiated on Feb 26 payment has failed and that is why they will not be issuing a refund. Consumer may email ******************************** for proof of the declined charge.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancellation is not possible. I tried to call, the chat assistance is ineffective and submitting a ticket is being ignored. My account ******* stays active on autopay no matter what.

  Business response

  01/13/2024

  Please call our toll free number ************ or email us at ******************************** with your concern, we don't use this forum to resolve customers' issues.

  Business response

  01/22/2024

  This customer's service was suspended and no other charges have been processed.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My1Wifi states on their website and in marketing material that they offer a "truly unlimited" and "unthrottled" internet service that is perfect for "unlimited streaming" and "unlimited music", etc. After signing up with them and only streaming ******* I was flagged for "abuse" based on the amount of data I was consuming. I have no computer or video game console in the home, only 2 TVs that are only used one at a time. My speeds were then throttled and rate increased. I was told that the only way to resolve the issue was to change my billing from a monthly plan to a prepaid quarterly plan. Doing this I was told would restore my internet speed and reduce my cost back to where it was originally. My service was continued to be throttled after I switched to quarterly billing. I remained as a customer against my better judgement for the first complete quarterly cycle and then attempted to cancel the service, but since I was already a couple weeks into the next quarterly cycle, no refund would be available. I feel like they bait and switch people with their marketing material and force people into billing cycles that ensures they receive money for services they do not have to fulfill. I feel that I am owed the prorated amount for services I have not received.

  Business response

  10/25/2023

  We have a clear policy regarding abuse, it comes from the carrier directly, this customers' account was flaged for using excessive data several months, this happens when customers share wifi passwords or use it in a public place. If you have any more questions about our policies please contact our customer service department directly as we don't discuss particular cases in public forums.

  Customer response

  10/25/2023

   
  Complaint: 20739970
  
  I am rejecting this response because:

  No Passwords were shared and this was only used in my home to stream ******** They can see all of this information and therefore this is a completely dishonest explanation for what happened.

  
  Sincerely,
  
  *******************************

  Business response

  11/12/2023

  Please contact us directly for assistance as we don't use this forum to resolve customer related issues. You can also refer to our terms and conditions for more information.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up on a ********** subscription and before I even activated a device I decided I didn't want this as it was only a trial. I made a ticket online to cancel my trial subscription I went as far as removing my payment method so that I would not get charged after my trial, they answered my ticket and asked me if there was anything they could do to keep me as a customer (desperate to keep customers) i said no just please cancle asap. I didnt hear back from them. Today looking at my credit card charges, I was charged $65 dollars for services I had already canceled on a credit card I had already removed from automatic payment in which they went into their original bill and charged my credit card which is an illegal move on their part.

  Business response

  02/27/2023

  Please contact our customer service directly, we don't use this forum for customer issues.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I requested the service on 11/20, however, canceled on 11/27 which is within the 7 day trial period. I returned the items and they were received on Friday. Now I receive an email they are charging me a $5.00 renewal fee. I just want this canceled and the refund I am owed sent to me.

  Business response

  01/18/2023

  This issue was already resolved, customer already received a refund.

*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. ↩