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:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Our original 5 year contract was signed May 2016, for services of fiberoptic internet and TV. The internet cost has remained stable at $42.95/month for 100MBPS/10MBPS, however, the TV rates continue to increase every year. We started at about $70+/ month and now the rate will be $180/month. We will drop the TV service and Wabash will be " upgrading" our internet speed, adding $20/ month to internet rate. I work from home and my company required speed check, which complied with company requirements. I do NOT need an upgrade. Wabash tells me it is required, as this faster speed was done to meet customer request. They do not offer options for speed, as all must be " upgraded" to 500/ 500 whether you need it or not, adding $ 20/ month or $ 240/ year to my bill. Why not offer options?

  Business Response

  Date: 01/15/2024

  We understand that Mrs. ******* has expressed dissatisfaction with the increase in TV Rates and the mandatory upgrade to internet speed, along with the associated costs.
  
  TV Rate Increase:
  The majority of our recent price adjustments and past price adjustments stem from the escalating fees imposed onto Wabash by large media companies who provide our local TV station(s) programming. Unfortunately, there are instances where we are compelled to share these costs with our customers. Our commitment to providing customers with access to their preferred programs and channels drives us to negotiate with these major corporations on their behalf.
  
  While Wabash strives to maintain the lowest possible prices, we have very little control over the fees we are forced to pay to carry these local television stations. Failure to pay the large media companies demands would lead to removing those local channels and programs from our TV system. Over the last decade, fees for local programming have surged by 30 times or 3,000%, as broadcasters demand higher fees for signal retransmission. Since this increase is beyond our control, we kindly request that any concerns regarding the fee adjustments be directed to your local congressman/congresswoman, U.S. Senators, or the Federal Communications Commission (FCC).
  
  Internet Speed Upgrade:
  Our current internet service policy is that if you just want Internet service at your home you must at least choose our 500/500 Mbps package for $56.00/month plus a $6.95 Network Connection Charge. We no longer offer the 100/10 Mbps package and any customer that was on that package was grandfathered into keeping the 100/10 Mbps package. However, to keep this package you must not make any changes to your different services and this includes making changes to your Phone or TV Services. If you are to make changes to your Phone or TV service you will have to move to a higher Internet package.
  
  When Mrs. ******* called into disconnect her TV service, she was informed of this rule that if you make a change in packages and discontinue TV service you will automatically transition to the 500/500 Mbps package by one of our Customer Service Representatives and our Customer Service Supervisor on 12/26/2023.
  
  As for different internet package options we have 3 different packages and all can be found on our website at ************************.
  
  We appreciate your attention to this matter and remain committed to resolving any outstanding issues with Mrs. *******.

  Thank you,

  ****** Weidner 

  Wabash Communications

  Customer Service Supervisor

   

  Customer Answer

  Date: 01/16/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/16/2024

  I have options for TV streaming for half of Wabash premium. However,  without fiberoptic competition,  and while working from home, I will have to stay with Wabash for internet. When a technician comes to determine why my speed test was only 180 and not 500. he even said that residential customers are not in need of 500. So the forced " upgrade" to 500 is purely for money justified.  I reviewed the speed options on your website  and 500 is slowest, unless you are low income. Why not offer 100 at lower cost for 65+ year Olds who don't need 500, don't game and have fixed incomes. You are increasing your premium by $240/ yr. just from me.