Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In early Spring of 2023 I was approached to get fiber internet because they were putting it in my neighborhood. I agreed because better internet sounded like a good idea. And then nothing. A few month went by and some service men came out, put in the fiber, while hitting buried cable, installed the box and then said someone would be back to start the service. No one ever showed up. In Sept of 2024 I started receiving invoices and bills for Starlight Fiber. Now remember over a year has passed and I have not heard anything back from this company regarding starting an account or even using this fiber internet service. I have just received in the mail, 3 passed due notices. They dont list my own personal account number, because there isnt one. My address and phone number are both incorrect. When I called the number it didnt work and then when I found and online number the agent couldnt tell me anything other than trying to blame Open Infra.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have repeatedly tried to cancel my account. I requested back in June 2024 for them to cancel and stop my auto payments. Then again I contacted them in August 2024 because they were still taking money out of my account and that month has taken two payments by mistake. They said theyd issue a refund for the over payment. And they said theyd then request my account to be closed as of 9/30/24. November ******* they deducted two more months out of my bank account. When i contacted them by phone I was told their cancellation department was experiencing technical difficulties and they didnt know how to cancel my account! I want my account closed, a refund of the last two months, and reassurance that they will never use my bank account again.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Open Infra was never able to get their Internet working properly in my home. This has gone on for almost a year. Of the 2K speeds they promise, the best they were able to achieve was 900 mbps. 2 months ago I had had enough and requested my service to be cancelled. I am still receiving bills every month for a service I cannot use. I have requested numerous times for someone in management to contact me and have yet to hear from anyone.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We allowed open infra to install the lines into our yard while they were in the area. I explained that I would not be able to activate service until our remodel was complete. They stated it was not an issue. I continue to receive a bill monthly and I keep having to call customer service to explain. We have not had power since our home caught fire and to date still does not have power restored. Definitely feel mislead by the service team and the customer service not stopping the bills for service that we physically dont have is crazy. I just notice and acknowledgement that we dont have service and be done with them. I will return to spectrum once the home is complete.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I never agreed to this service. I never saw a contract. I was never offered any billing plans. I never spoke to a sales representative everything they told me was a lie. They said they were in the area installing fiber optic cable, and that in the future, someone would offer me plans. Instead, I got charged $89 and when I called to cancel the service that I never agreed to in the first place they advised me Im on a two-year contract! I was never aware of any contract. I never signed anything.! I have attached the photos of the email conversations and you will see The fraudulent contract with a fake signature! I also attached my original signature that Ive been using my entire life and it is not even close! I advised them that I want to terminate this false contract immediately and they are wanting to charge me somewhere around $4000!! For a service, I never agreed to to begin with. I only paid $89 because the man that came to my house said I needed to pay it or I would be in trouble! Because that is to cover the work, they did installing the fiber optic cable! They also broke my sprinkler on my yard! They refused to terminate this fraudulent contract! I have attached all the photos showing the email conversations! Please help this isnt right!

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Box and wires in for 6 months but no internet and no response from ***** ********. Think he is a scam artist. Signed his iPad without being informed of what contract said. Neighbors all have spectrum and I have wires sticking out or my yard and a box in my house that is totally useless. Guess they don't have to honor the contract but we do. Thinking about talking it to my lawyer and see how I can get out of it and go with spectrum. Or just let you sue me as I am very disappointed that Neighbors that didn't sign up with you have spectrum and we have absolutely nothing and no one ever gets back to us. Scammers. Date 4/08/2024

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  August 2024 my husband, the account holder, emailed and called about the lack of service and speeds.Service was out the entire day on 9/17/2024. This is after numerous other times of the service being out and they claim it was for updates. I work from home and could not work multiple times due to this. Their speeds of upload and download were also no where near what they advertise and what we paid for.Called on 9/18/2024 to cancel service. Was told we would get an email of cancelation and *** label to send back the router. It had to be sent to the cancelation department.Emailed on 9/20/24 - see uploads. Asked when I would have the cancelation email. No one answered the email until 9/23/2024.Called on 9/21/2024 to ask where the email was and was told we would have it by Monday and they would again get with the cancelation department. NOTE: they do not transfer customers to supervisors or the cancelation department. The customer service reads off a script and can't help do anything but send a message.Called on 9/23/2024, Monday, to ask where the email was and was told we would have it shortly and they were getting with the cancelation department now for us. I was told not to worry that I would not have to call back about this again. The fakest customer service I have ever experienced, since that person could not help or ensure that I would get this email and not have to call.Called on 9/26/2024 to ask where the email was and was told they could send it to the cancelation department again. I asked to speak to someone who could help and I was told the only thing they could do is give my information to their supervisor and the cancelation department.Also followed up with an Email on 9/26/2024 about my call. See uploads.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *** ******* (81-year-old), ********************************** Open Infra cut a sewer pipe in front yard when installing cable. March 30, 24 Alert Plumbing, sewer water was backing up in bathroom/kitchen sink. Billed $471.00. April 1, 24 Alert Plumbing called again as the issue was not resolved. Billed $392.00. April 24, 24 Alert Plumbing returned fix broken pipe. Billed $1508.00 From *******- 3-31-24 SATURDAY CALL-WEEKEND- TOILETS OVERFLOWING- CABLED MAIN SEWER TO STREET STOPPAGE LASST 10 FEET TO CURB- POSSIBLE DAMAGE TO SEWER BY UTILITY COMPANY LINES RECENTLY PUT IN. ******- CONFIRMED, SEWER CUT BY ************* REPAIRED SEWER AND PICTURES ON SEPARATE TICKET. *****- CALLED AGAIN WITH SEWER STOPPAGE. DUG UP SEWER PIPE IN FRONT YARD, BROKEN **** PIPE DUE TO FIBEROPTIC ************* BORED THRU PIPE.Daughter, ******* ****** paid *********************** $2,371.00 4-24 called City of Arcadia Water Depart, wasnt their issue, damage on private property, didnt have any idea of the work being done in area.5-15- Contacted *************, Planning and Zoning to check on permits, no record was on file for cable company, they couldnt help. Engineering Department given ******* ******** name, he was extremely rude. He said to contact customer service at ************.******* Spoke with ** explained the issue and was told a ticket was issued and someone would contact us. 6-12-24 Spoke with May again explained the issue, she stated yes, the ticket was submitted. 6-27-24 Spoke with ***** same response 7-11-24 Spoke with *** same response 7-26-24 Spoke with ****, I explained I would like to speak with someone who could make a decision with this issue, she would forward the information to her supervisor (no name was given). 8-23-24 Spoke with May, got same response, would note call. Asked for # of depart in charge of looking into this and was told no. The only contact with the FL claims depart, via in house communications.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This Internet provider took over a year to connect my house to their fiber network. Upon connection, they managed to not be able to properly provision it. The circuit stays up for approximately two hours at a time before equipment must be rebooted or reconfigured in order to restore the Internet connection, which will stay up for another two hours. I have reached out to the company multiple times over a dozen in fact. When you reach out you reach a remotely staffed call center that has extremely limited capability to help you. In fact, these poor folks on the phone can only put the information you provide them into a ticket system and possibly send a chat or email message to the ***. This company failure to maintain an NOC within *****************, particularly within the state of ******* in which they operate creates a great hardship on their customers trying to resolve provisioning issues. The management and or supervisory staff has no interest in talking with the customers and in fact hides from them. I have requested at least 10 times to be contacted by a supervisor and still have yet to be contacted.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 3rd this company which is my Wi-Fi provider took $69 out of my bank account w/o my permission. When i called them on May 3rd, they told me they were having problems with their system and that they would refund me back the money. They also said that they took the money for the Wi-Fi bill. But that is wrong because 1stly, my bill is only $59, and the due date is on the 15th of the month not the 3rd. They stated within 5-7 days i would receive a refund. I called again 2 weeks later because i received nothing. they said they will send the info to the person who does the refunds and that i should receive in once again 5-7 days. I called again 2 weeks later demanding to speak with the manager, they said the manager will call me back. manager never called. Again, I called, and they gave me the same story and had me on hold for an hour!!! still no money and no manager. In the month of June i called at least 2 more times with the same result.

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