Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with O-Net since 201*. The agreement was for high-speed internet of *** mb/s for around $****** per month.On Dec **, 202*, I contacted them to report internet issues as it was continually disconnecting. On February *, 202*, I was told the old fiber optics cables were frozen and would be repaired in the spring of 202*. As a "temporary fix," the black connection box was removed from my house and a "temporary" line was hooked up to service my residence as well as my neighbor, ********************. The internet continued to be intermittent and unsatisfactory for what we were paying for, and ****** and I have both put in several complaints to the office. In September of 202*, O-Net issued a *-month credit of $**/month, and a cheque for around $******. In the fall of 202*, the yard was finally dug up with an "apparent" installation of new lines. However, the "temporary line" that was installed in 202*, remained connected. On January 16, 2024, I called the office again to say the internet was cutting out. I was told someone from tech would call me back. No one did. So, I called again on January **, 202*, and spoke with a service technician. On January **, 202*, a technician came to my residence and tested the internet speed. The speed that I am paying for is *** mb/s. When the technician tested the internet speed, it was at ** mb/s which is well below the *** mb/s. I contacted the billing department and was told that I would receive a $***** credit for three months. I asked to have a manager call me as I feel this is unacceptable. We have been very very patient, and although the credits (from 202*, and the future credit of $******) are appreciated, the issue still exists with no permanent resolution. I am at home full-time and taking online college classes and cannot have service issues any longer. I need the service to be reliable. I assume the manager will call this week, but perhaps filing this complaint will speed things up! Thank you.

  Business Response

  Date: 23/02/2024

  The customer is in an area of service that has underdone extensive rebuild over the last three years.  As a result of the construction, the customers internet service was provided through a temporary wireless service. Although the wireless service was intended to provide an equivalent level of service, it was prone to problems.  The area of the customer residence was complete in the fall of 2023, however through an error in our customer management system, the property which is a duplex was marked as complete when in fact only one of the two units in the duplex were migrated back to our production network.  This led to ongoing issues with the customer internet service.  

  I met with the customer in her home on January **th and was joined by one of our network technicians.  We were able to move the customer from the wireless service to a dedicated fibre optic internet connection and installed a new Wifi Router intended to improve internet performance and Wifi coverage.  Our testing at the time indicated that the purchases internet speeds were available.  

  In summary:

  The root cause analysis found a number latent and unintended problems in our processes that were are working to resolve

  The customer's complaint was valid and warranted.

  I'm confident that the solution we put in place on January **th met the customers expectations.  

   

  Customer Answer

  Date: 23/02/2024

   
  Complaint: ********
  
  I am rejecting this response because although there is another "temporary fix" the dedicated line has not been installed. I am still waiting to hear back if O-Net has located a contractor to complete the work and provide a date when it will be done.  
  
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  Business Response

  Date: 20/03/2024

  I spoke with our customer again and received feedback that the stability and performance of their internet service is improved.  The outstanding action item on the part of the organization is to replace an above ground fibre optic cable with a permanent buried cable to the customer's property.  This action will be complete at the earliest practical time/date when the ground thaw permits the underground utility to be installed.   

  Customer Answer

  Date: 21/03/2024

   
  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.
  
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