FyberCom Reviews (%countItem)
FyberCom Rating
Address: 3780 N Yellowstone Hwy, Idaho Falls, Idaho, United States, 83401-1761
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I had a contract for internet service with Fybercom for 50 Mbps satellite internet. I reached out to them several times through May 2019 - January 2020. They were good to respond to my request and ultimately recommended me buying a new router to fix the slow and intermediate speeds, which I did. That didn't fix the issue so they sent out a tech and still no resolution. I canceled the service due to the issues. The problems and the reason for my report are the following:
An early termination fee of $260 was charged to me (and sent to collections on 5/22/2020 with out any written communication of the fee) when the issue was with me buying a new router, a tech coming onsite (which they said they have no record of) and several trouble shooting calls the internet still completely dropped or did not deliver close to the contracted speeds.
I called afterwards to resolve it and was told that they don't have record of the service call and issues. I called the collections agency and paid the bill (as that is not the issue). The larger issue is the way they conducted business. 1) Sending me to collections with out notice of the bill. 2) Denying service issues to put it on the customer (not good business). 3) Lastly, when I called them notify them I was going to file a complaint and see if they wanted to work through it I was hung up on 3 times (date: May 22nd, 2020 @ 2pm - 2:20 pm). I am not seeking any a-claim or payment refunding although I don't think it is fair. I just think that other customers (current and future) should have a "buyer beware label" before entering into a contract.
I will be honest this is probably the best worded complaint we have yet to receive, unfortunately the facts are not correct, if they were then I too would have the same complaint. we do not enjoy sending anyone to collections or even getting to the point that they are unhappy with whatever service we provide to them, we pride ourselves on our customer serve and I can promise that we do not hang up on our customers no matter how upset they might get. every complaint that comes in or upset customer call ie reviewed by at least 2 different people not related to the original call so that we can better serve our customers. If in fact you were not receive the speeds you were paying for we would have sent a tech out and there would be a record if a tech did roll because they technician wouldn't even know to go to your house or its location without a ticket being created in our system so there would be a paper trail of that, I have personally reviewed your account and we did offer to send a tech, but you refused. on 2 separate calls you refused to even trouble shoot with our tech department, and then a few days later you called and cancelled. unfortunately you had signed up for a 2year price lock and due to breaching those terms it is very clear in your agreement the cost of the cancellation. if you chose not to review what you signed or even listen when it was explained on the phone I can do nothing to help that. we have every phone call from you on recording so I have data to back up everything on our part. It is unfortunate when it gets to this point where people think they can just go online and slander a company because they made choices and don't like the results of their own choices. we always strive to give our customers the best experience here at Fybercom, and would not mind if you wanted to comeback as a customer and we would even be willing to credit you the cancellation fee back to your account, that is how we truly operate.
Sorry for my delay Revdex.com. No my complaint has not been resolved. The company wouldn’t even address follow up calls. Not good business. -
I have reviewed your calls and every call that has come from your number. we havent hung up on you once, and we have attemted to call you on several ocasions where you clearly decline the call, If ou do actually want to resolve issues you need to communicate with us as we are here every day to answer all questions and comments, thank you.
Best internet company in East Idaho. When we did have problems the very friendly customer service employee helped us troubleshoot and found out it was our out dated router. We picked up a new one which they helped set up and it works great!!! Great customer service and speed.
My internet has been horrible since day one. They hooked it up in August of 2018. In September they came out because it was horrible. They didn’t fix it and just said that it was working. I have tried 2 different routers and called them 7+ times over the year and a half I had service with them. They wouldn’t send someone out again and they kept blaming other things. Finally I told them I was canceling and then they wanted to send someone out but they had a hurt tech and it was going to take too long to get someone here. Plus the last time they sent someone it was still garbage. When they do send someone out they text it at like 10am when they don’t have very much traffic but after them coming out twice and 10ish hours of my life on the phone with them I canceled because they couldn’t provide me service. Now they want $250 because they couldn’t get my internet working.
- We have been attempting to work with you but when all you do when you call in is yell, curse tell us we suck, and then hang up we cant really help you. We know you said you have called in several times, and we agree, we would like to see what the issue really is so that we can fix it, but like everyone knows running an xbox on wireless through 2 NAT pools will have issues. We have attempted to assist you with this particular issue but you have refused. At this point in time you have chosen to go another way and we respect that as this is a free country and you are welcome to use any internet provider you choose. We are not the power company and do not have a monopoly on your business. Please feel free to reach out to us when you are in the mood to have a grown up conversation and we will weigh each option with you and I am sure we can come to a mutually beneficial solution.
Complaint: ***
I am rejecting this response because: I called so many times and you stopped sending technicians. You only decided to resend someone out when I was canceling to try and cover yourself from letting me cancel. If you cared about your customers you would have sent someone after the 3rd or 4th or 5th or 6th time I called because it wasn’t working. Xbox sucked but scrolling through fb it would need to load, I couldn’t watch Netflix during busy hours and I constantly had to turn the WiFi off on my phone and just use my data. I couldn’t even use it. I called and called and you did send someone out once but I called probably another 5 times after that and you only wanted to say it was working. I tried 2 different routers and plugged directly into your radio. You couldn’t hold up your end of the deal. Me canceling is on you not providing me with even relatively decent internet and not addressing my issues when I called multiple times.
Sincerely
When I called to set up service they tried to push a 12-24 month contract on me multiple times and I repeatedly said I wanted to go month to month and see how the service was before committing to a contract they tried lowering the price or waiving install fees of over $100 but I insisted on trying it first. They set up internet and we quickly realized the speeds were no where near what was promised. We found another company to try and called to cancel our service, the rep said we were on a contract I told them what had happened and she even admitted they had notes in the system saying I did not want a contract but that the form the installer had my wife sign was for a 24 month contract even though we had to pay the install fees and were paying the month to month pricing. The rep admits multiple times that they knew we did not want a contract but are trying to force us to stick with them because they got a signature that when they talked to my wife they told her she was just signing that he had been there and installed everything. He never said anything about a contract agreement to service.
We at Fybercom do not wish to place customers under a contract who do not wish to be under one, that is why we give a discount for customers who are under contract. It appears as though there are a few errors in this situation and we are more than happy to discuss this and come to a resolution with you on this particular issue. Having said that we Do have a recording of your wife confirming that you were setting up a 24 month agreement with us as well as the paperwork that she signed stating the same thing. You stated that you wished to be on the month-2-month with no agreement, however you need to realize that alot of people who initially wish to be placed on the month-2-month change from that to a contracted rate to save additional money at the time of install, it appears to us that was your intention due to the fact that is what was said by your wife on a recorded line and the paperwork signed. We are willing to speak with you and figure out a solution for you but going online and complaining with out calling us and getting to the bottom of this is just plain silly. We are a local company and we care about our customers and do not wish to harm or upset them in anyway. please return our calls so we can get to the bottom of this and resolve this quickly and appropriately.
We signed up for an up to 50 mbps service. When we have a connection at all, it's often only 1-3 mbps. We were told we were right next to a tower and would have much faster speeds. When the tech came out to reconfigure the system for us (as new home owners) he asked my wife to sign for the service. We were under the impression it was month-to-month only later to find out that this tech had my wife sign a two-year agreement. We've tried for weeks to get this resolved only to for it to go in circles with their customer service all the while we're paying $64.99 a month for an internet connection that isn't 1/10th of what was promised to us.
Customer called in with issues regarding service. We were never able to find any service issues with our Service. We did however find issues with the customers personal home router. When the customer plugged their laptop directly into our equipment they would see their full speed that they were paying for, when the would connect through their router they would have issues. We recommended a new better quality router to achive the requested speeds. Fybercom then dispatched a Technician that very night, free of charge to setup their new router and verify things were working. Everything again tested out an was working great. Customer signed up for our 2 year pricing of 64.99 for that speed plan, they we offered the "Month to Month" plan for only $10 more, but the customer chose the cheaper rate with a contract. Fybercom's multiple interactions with this customer were very unpleasant. *** would call in screaming and cursing at our employees in the office, which made it very hard to work with him and we have done everything in our power to make him happy and satisfied but apparently it was not enough. I believe we have resolved this beyond this interaction at this point and all is well.
Complaint: ***
I am rejecting this response because:
This is slander. I never called fybercom. My wife was the only one who ever called them and I can prove it. Please redact your false statement.
Sincerely
I had fybercom install internet on 10/4/2018. Paid for installation and first month of service including the month-month fee and router fee. A little over $200 for everything.
I specifically told them that I DID NOT want to have my card set up on autopay each month and I wanted to be sent a paper statement so I could pay with check. My intentions were to try them for the month and decide if the service was going to be good enough for my needs.
50mgs plan for $65
Month-month $10
Router rental $10
The router they brought was a very cheap ($50 from ***) netgear router and not the higher end nighthawk line they were implying would be the one I got. That could be just communication error.
Every time I tested the speed it was less then half. Around 15-19mbs. It cut in and out dropping to 0 constantly. Gaming was almost impossible even though they said it would be excellent for gaming. I decided I was not going to keep this internet service.
On 11/4/18 (Sunday) I noticed I was charged the $84.99 automatically for the next month. I cancelled the next day (Monday) 11/5/18 and requested my money back since they charged my account without my authorization and against my request to not automatically charge it in the first place! They told me I would be charged $50 for equipment pick up! What a joke! I said I’ll remove it my self. They said they would email me a release form to remove the equipment but that never came and by Thursday I just removed it and delivered it to their office and requested a receipt.
They have since given me the run around and are avoiding me hoping I will just go away. I messaged them Thursday last week and have not gotten a call or message to this day 1/16/18. I want my money back ($84.99) for services I never received and that was stolen out of my account!
we have reached out to this customer to remedy this situation, and we do our best to not have these things happen, we are dedicated to our customers to give them the best experience possible, as for the router rental it is a Netgear night hawk we dont do cheap routers from *** as they stated, and we do not recommend them, we do not sweep our customer concerns under the rug and hope they go away, we have a very open dialogue with them and do what we can in the bounds of common sense and decency
Complaint: ***
I am rejecting this response because:
they will not return my money. They will not respond to my messages now. No one has called me like they were supposed to after their vacation days off. The router WAS the same thing you can get at *** for $50! WAS NOT a nighthawk line! No where on the box did it state that as well! The router isn’t the issue anyways. They stole 84.99 out of my account without my authorization and with me specifically telling them not to auto withdraw from my account! I want my 84.99 back!
Sincerely
I reject your rejected response.. thats silly,, basically you contacted us after the payment was made and still had service to your location until equipment was removed, if you read the agreement you signed it states that we require a 30 written notice of cancelation,, that is to avoid this type of misunderstanding, If you would have done those things we would have been able to remove the equipment and cancel the billing prior to the billing being billed. We do not steal or complain about customers we just try to give the best service we can, and unfortunately in this situation there is no way to make you happy unless we bend to your wishes and dreams, I am sorry you do not understand the situation. as for trying to contact you we have and will continue to do so, but you need to answer your phone and not ignore the calls.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
When I first called to inquire about internet service, I said that I wanted a month to month cheap low cost WiFi, and scheduled a time for it to be set up. when I had the service set up at my residence, the employee said that the router that I had wasn’t good enough for the WiFi service and not compatible, so they said that ontop of my $30 monthly cost for the WiFi service, there would be an additional $10 a month rental fee for the router. This was about 4 months ago, I noticed on my electronic bill statement that I was being charged $45.99 a month and I just thought that it was including taxes or something. I was planning on moving, so I contacted Fybercom to discontinue my WiFi service with them. They said that was fine and they would send someone to collect the satellite that they had placed on the house when they originally set up the internet service for me. So an employee came out to to remove the satellite and refused to give me a receipt for taking the satellite and router, so I requested that he write a hand written note for me. Then a representative called me and said that they had an issue and I owed them $250 I asked for what, they said for cancelling thethe servixe contract, I said what contract??? They said that I signed a 3 year contract! I never was aware of a contract, that was the first time I ever heard of a contract. So I asked for a copy of the contract. They emailed me something with my digital signature on it- but the only thing they ever said I was signing for was the installation and that they were giving me 30 days to prove with a rental agreement that I was moving it they would add te $250 to my credit report. I told them that I was renting a room until I saved enough to get my own place, and didn’t have a rental agreement. They said that any piece of mail would work as long as it had my new address on it- so a friend mailed me a piece of mail, and when I emailed fybercom a picture of it like they requested- they said that evidence wasn’t
I am truly sorry that you have had an unpleasant experience from fybercom, I would like to point out a few issues with your complaint. first off as everyone can see from our website we have a 10mbs plan that costs 45.99/mo, that is the plan you signed up for and received for months, that is why your bill was 45.99, we do not even offer a router @$10/mo so im not sure on that number but we cannot use a modem/wireless router combo from another company on our service so if you had that hardware that would be one of the reasons we recommended to upgrade. as for a 3year agreement we have never offered or extended that option to our customers, we do a 2yr agreement unless you want to go to the month to month @10/mo over the contract rate. I see that you have some confusion on these and that might be what you thought the "router rental fee" would be. as for the cancellation you have decided to end your contract from us early and the termination fee is $250, however we offer the month to month option for those who are planning on moving or whatever, it is unfortunate that you decided to take the cheaper $45.99/mo on a contract rate option and not go on our month to month option so that when the contract came due you decided that you wanted to just stiff us. as for the mail we requested as proof of a change of address was not a utility bill or anything that shows you moved there. just because you know someone who lives out of our service area and you send yourself a letter to the address with your name one it does not constitute an actual move. we have been more then willing to work with you one this, heck I bet you have a cellphone and have to pay that bill, send us a copy of the bill sent you your new address and we would take that, we are not being unrealistic we are just asking that you treat our time and energy with the respect we treat our customers. I have attached the "letter" you have use to try and show proof of address change. We hear at fybercom want to resolve this for you but please work with us don't try and create fake news about us.
Complaint: ***
I am rejecting this response because: fybercomcom didn’t even address the fact that I never signed a contract, I was requesting the month to month service when they installed the internet at my house and they said that it was an additional $10 a month to rent their router. Fybercom in their response didn’t mention any additional fees for renting the router. In an email that they sent me when I tried to cancel their service said that when I signed saying I received the installation that I was actually signing a 36 month contract and just now they said it was a 24 month contract. I am very responsible with my decisions and I never planned on a contract with them, I was under the impression that I was on a month to month contract. I don’t go around filing complaints unjustly. This situation has me frustrated because fybercom never once mentioned a contract or a cancellation fee at any time until I was canceling service. I am renting a room from a guy and I have a pay as u go service for my cell phone. When I told fybercom that I don’t have a rental agreement or any bills they said any piece of mail would work as long as it has my new address on it. So I asked a friend to mail me something, she thought that return address would be funny. Anyways, the situation when dealing. With fybercom isn’t black and white because they keep changing their requirements. In fybercom a response, they said that they didn’t charge me for the router rental, but when they installed the internet at my house originally they said it was $30 a month plus $10 for the rental fee for the router. I don’t go around making up stories, and after reading the reviews of fybercom online- it seems that there has been numerous complaints about this company and their unfair business dealings with their clients. I own an LLC and I’ve never- in the two years I’ve had my business ever received one complaint. So I would like to have the bigger picture in focus when considering this situation. Fybercom has been known for shadowy business dealings and treating their customers in a way that leads to multiply complaints. I am a honest woman and when I have debts they are paid- I never once was late or missed a payment. I don’t have a problem paying for things, but when there’s shadowy business I’m not going to pay for shadey stuff that never was mentioned before. This isn’t right, that’s why I’ve taken the time to complain about it. On my credit report you would see that I have no other similar bills. This is fraudulent and unjust!
Sincerely
We would love to help *** and ask for her to contact us again and provide the proper documentation as we have requested and we WILL help her. Just to re state our prior position. We do not nor have we ever had a 36mo agreement. We only do a 24mo agreement and that is what the customer is under. If she can provide a utility bill to prove that she has or did moved we can help her resolve this issue in the way she wants it resolved. She can call us at 208-403-0505 and talk to our billing/collections manager Rudy.
Thanks
FyberCom
Complaint: ***
I am rejecting this response because:I was never notified of a contract, when I signed with their company the installer said that I was signing to acknowledge that I had received the satellite on the house had been installed. I was never aware of any contract at all. I am very responsible with contracts and I do not break contracts I am aware of. Since I have been in contact with fybercom about this situation I have complied with their wishes via a piece of mail as they requested and then they said that wasn’t good enough. I have seen multiply negative reviews for their company online, so this makes me feel as thou this is a pattern for them. I won my own business and have never received a poor review. I want them to dissolve this issue as I was never aware of a contract. I asked for a month to month situation when I spoke with them before they ever installed it. And I feel justified in requesting that they zero out any balance that they claim to have against me. I was never late on any bills, and I was never aware of any contract. I feel like if there was a situation with one of my clients I would do all I could to make it right with them, but here I feel like fybercom has been dealing shadily with multiply other people who have complained, not just me and I’m absolutely not going to pay them any money because I feel like fybercom is basically extorting money from their client and threatening to send a fictitious debt to collections. Not even a week after I found out there was a fraudulent contract I refuse to pay a collection company called me regarding an outstanding debt- when I had never been one day late on paying their monthly bill, and it had been less than a week. For that to happen I feel like that isn’t even legal on its own. There’s so many issues- and I’m not going to be extorted by fybercom. Plus their WiFi service was total crap. So ontop of paying monthly for a crappy service now this. On a scale of 1-100 I would put fybercom com in the low 30%’s that’s a super fail.
Sincerely
This company told me they would provide 10 meg speed. They did for about 6 months then it dropped to 2 megs. I called and complained, they came out and readjusted my reciever, which made it a tad better. Then it would just drop signal consistently. I called and cancelled the service that they weren't providing. I was still charged for the whole month even though I cancelled on the 10th then they charged me another $50 to "pull" the equipment. That I unplugged in my house and the guy was on my roof for 5 minutes tops. Crappy customer service and didn't provide what the sold me.
I had this internet service at the beginning of 2018, However their service took a bad dive in February to the point I couldn't use it at all for the entire month. I called them 4 times that month as well they sent a tech to my house to resolve the issue, but they could not fix their internet.
So I called on march 1st to have the internet service cancelled, and march 5th the tech was at my house taking their equipment away. They told me on the phone it was their fault and they would wave the disconnect fee of $250, but I would have to pay the charge of taking the equipment for $50.
So all seemed well... until I received a statement stating they were charging me $60 for the internet service in march... that I didn't physically have... because they took the equipment and should have stopped the internet... I then called their billing department who realized the fault and assured me they will fix the issue and I will have no further transactions to my bank account.
Now comes April when I receive a $60 + late fee for march... So again I call and now their saying I never paid the disconnect fee for $250... I then explain I wasn't expecting to pay that since they were unable to give me internet coverage, and they decide to take this to their superiors...
In the end they said they will wave two months of coverage and I only have to pay the disconnect fee of $250... and the two months they waved? yea that was march and April... as in the two months I had no internet service, and could not have had because they took their equipment...
Mind you this whole experience finally ended 4 months after I called to disconnect the internet service, and was very difficult because no one on the phone seemed to have any idea what their coworkers were doing. And when they tell you they will call you back, they most likely wont. I had this happen talking their service and billing staff multiple times through this whole experience.
Rating 1 star only because I cannot rate lower...
We have been fybercom customers for 3+years. We have never had one single late payment. We have been perfect consumers. They shut off our service with no warning at all. They say that someone was on *** from our house talking about slow internet speed. I guess they feel like we should be shut off. In the contract they are supposed to notify if they cancel service!! Completely unwarranted for them to cancel our service.
We worked with this customer and resolved this complaint on 6/9/2018. We duscussed with the customer the issues with their account and got them turned back on and resolved the issue.
Thanks
I continually had issues with speed of the internet they provide. I paid for a 50meg plan (40 download - 10 upload). We rarely got over 5! I called several times and people come to my house to help. The speeds would go up for about a day then come back down. Typical Throttling. I finally called and told them if they cant live up to their end of the deal then to come get their antenna off my house. I paid my bill up to the point that they took the antenna down and they never billed me again (I was on auto pay with them). I didnt hear from them again, no calls, no letters, then they turned me into collections.
Thanks for sending us this feed back, We worked very hard to make Mr. happy. We went out to his house like me mentioned and every time we were there we saw the speeds he was paying for when we would bypass his home network. We told him that it was his personal network that was causing the problems he discribed. We suggested that he get a new router to fix his issues and he would not do as we suggested which hindered his bandwith experence. He then asked us to cancel his account, our call center rep "Rudy" woked with him and explained to him that he had a cancelation fee and Mr *** demanded that he did not have to pay that fee. We told him that we supplied what he paid for and according to our agreement with him he needed to pay the fee. We then tried calling him on two seperate occasions to discuss payment and he never answered. We then sent the contract to collections.
We did our very best to give the customer what they asked for and even tried calling him to work with him on payment options and when they would not do what we suggested then we felt that the ball was in their court. We have worked with the customer as far as we can to this point.
Thanks again
Complaint: ***
I am rejecting this response because:
First, "personal network that was causing the problems" I do not believe this is the case as I have had no issues since switching over to a reliable internet provide. My personal network consist of a Apple extreme base station and a Apple express, witch is high end for home networks. Also I know its not my home network because when I would complain about the speeds, it would be fixed for a few days and go back to slow speeds with out me touching it. This is typical bandwidth throttling. I'm not the only person who has complained about it. There are multiple public facebook pages with several people who have experience the same issue.
Seconded. I lived up to my end of the contract. I payed my bill every month. This company was incapable of living up to their end. their equipment is incapable of providing the speeds the sale yet they still add accounts to their antennas.
Third: "We did our very best to give the customer what they asked for and even tried calling him to work with him on payment options" I have called on two different occasions and requisition to speak to someone if management. both times I have been told to that someone would call me back. It has been months and I have not received any phone calls.
I tried to work with this company on multiple occasion. I asked for help several times. My routers are not the issues. With my new provider my speeds through my network are 80-90% of what I pay for. The issues is the bandwidth throttling. Their own tech explained to me that this company often uses bandwidth throttling during peak hours. I did tell Rudy that I thought it would be considered fraud if they billed me for canceling my account, and I still think it should be. You can't sale someone a service and not provide that service. I'm pretty sure in the business world that's called bait and switch and that is exactly what this company has done. They left multiple wholes in roof and immediately turned me unto collections with out notice of an outstanding bill.
Sincerely
We worked with *** several times. We sent techs out to his house and every time we went out we saw the speed he was paying for when we bypassed his personal router and equipment. When we plugged into his router it would drop packets which would cause it to look and act slower than he expected. Told customer he needed to get a new router and have someone work on his internal network to get what he wanted. He would not do as advised, unfortunately he did not believe us, and got upset and canceled his services. He singed a 24 month agreement that was not fulfilled. This issues is resolved as far as we can resolve it. Wish there was more we could do to help *** but when he refused to do as we asked we could not do anything more to help.
If customer is not happy with this we would love to talk with him at the office and explain it to him again in more detail if he feels the need.
We just finished our first week with FyberCom. The installation took a lot longer than anticipated (3 hours) but FyberCom knocked $25 off of the installation cost (Normally $125). The internet has performed perfectly so far. We've streamed video on multiple devices at the same time and played Xbox online and we have not experienced anything other than fully functioning internet. I would recommend over CableOne. It's cheaper and has no Data cap.
I love Fybercom. Best internet I have ever had. I had a problem at first but after contacting the head office, they told me I would need a better router. After buying an apple router I have not had any problems at all since. So just a heads up. the router you get from Fybercom will probably need to be upgraded if you want to stream a lot of Netflix and games. Best for the price by far and I was taken care of very quickly and professionally.
Had Fybercom install wi/fi in house and installer did over 1000 in damage and will not prepare the damage and turned of the wi/fi today's after I complained and has not turned it on and is still billing called 12 times and tv station is coming to do a peace on bad business in the upper valley.
We are aware of *** complaint and have been attempting to work with him on this issue as we take these allegations very seriously.