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:03/03/2025

  Type:Sales and Advertising 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.

  February 2025 this company sent out mailer to my residence with web address about upgrading service. I found a pkg for double the speed at less than my current rate. Upon requesting I was told it was for new customers only. I requested to receive a discounted price as a loyal customer since it was sent to me and that the price should be honored. In my opinion this is a bait and switch scam and the company will not honor there word and treats existing customers poorly. I have also made multiple calls to support about my current speed being less than the advertised 50Mbps and requested by email a refund for downtime and did not recieve a response to the email. I just want this business to honor the price they advertised.

  Business Response

  Date: 03/07/2025

  The mailer that is referenced in the customers complaint was sent as part of a new customer acquisition campaign. As part of our marketing efforts, we send mailers on a regular basis with offers for new customers.  All mailers state that the offer is for new customers only. A copy of the February mailer is attached for reference, that notes Offer valid for new customers only. Speeds and availability may vary by location at the bottom of the page. The package listing on our website also clearly states that the offer is for new customers only.
  After reviewing the mailing list for the offer, we verified that the customers information was not removed, so we can confirm the mailer was sent to the customer in error. Because we can confirm the mailer was sent to him, we will honor the offer. We have spoken with the customer and have changed his service to the new package.

  Customer Answer

  Date: 03/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. It would have been appropriate to not have to file the complaint to get this business to respond. Unfortunately, customer service is not there TOP priority and it always should be to be successful.
   
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair 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.

  Spring 2023 Total Paid in $2400 - only requested $600 credit towards future invoicing Wisper representatives/managers won't refund b/c I, as the consumer missed their 60 day dispute policy Wisper sold me a higher speed service almost two years ago - but now found out that they should not have because the dish we had pointed the opposite direction. So not only did we not have higher speed, we lost our original slower speed....and became even slower with little to no service. All while they were billing us the higher speed and now refuse to credit me back. There was no way for me to know that they sold me a product that didn't work when then **** and techs couldn't figure it out for two years. Finally the most recent tech found the issue. Called in and **** on the phone could see our history and agreed that I should get a credit, but managers wouldn't budge off their 60 day dispute policy. Emailed CEO trying to get help and didn't hear back. Now trying the BBB route.

  Business Response

  Date: 03/07/2025

  After researching the customers account and speaking with our billing team, it was determined that the billing representative followed our procedures as they are written, but in this situation, additional escalation would have resulted in a different outcome. 
  We have spoken with the customer and have come to an amicable agreement to restore their internet service with Wisper and provide them credit for the full amount charged for service in excess of the original package price.

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/27/2025

  Type:Billing 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.

  I have requested that my ISP could change my payment date to the 1st of every month to avoid the $10 late fee that I keep getting. Prorating is fine just as long as I can avoid the late fee.

  Customer Answer

  Date: 02/27/2025

  I'm not sure if that is the correct one but I may be.  Might as well see if it is.

  Business Response

  Date: 02/27/2025

  According to notes from our billing representatives, the customer contacted us via email on December 30, 2024 and requested that we change the billing cycle date.  We responded via email that we can not make billing changes to a customer account via email request and asked that they contact us by telephone to make the change. There was no response from the customer,

  The customer emailed again on January 30, 2025 and again requested that we change the billing cycle date. We again responded that we cannot make billing changes to a customer account via email request and explained that the customer must call by telephone. We provided our billing telephone number and asked if there was a good time for us to call them. Again, there was no response from the customer.

  It is **********************'s policy to not make changes to a customer account without proper verification that the party making a request is authorized to make said changes. We ask for a telephone call so that we can perform a verification check.

  If the customer will call our billing department at ************, option 2, our billing representatives will be happy to help them with this request.

  Customer Answer

  Date: 02/28/2025

  Complaint: 22877562
  
  I have reviewed the business' response and am rejecting it because: I did not receive any correspondence from any source.  I've checked my Spam, Inbox, and Trash.
  
  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/28/2025

  After checking through our billing department email records, I can confirm the customer is correct.  Both email messages were composed but neither message made it to the intended recipient due to an error on our part.. As to the initial issue, the customer contacted us by telephone this morning and their billing cycle has been changed to the date of their choosing.

• Initial Complaint

  Date:02/03/2025

  Type:Billing 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.

  I called to cancel service on February 2nd, 2025. They said they could not prorate it and would have to bill me for the whole month. Their prices are double the competition and I feel that they are sticking this to me because they can do this. I would like for them to just cancel my service and not bill me for February at all.

  Business Response

  Date: 02/11/2025

  Per industry standard and per Wispers terms and conditions,as accepted by this customer, we require 10 days notice to cancel service.  Once a cancellation request has been received, we will continue to provide service through the end of the billing period in which the customer has notified us that they will be cancelling service.
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair 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 canceled my whisper service due to poor service. They sent me a shipping label and asked me to ship back the equipment. I sent the equipment back the very next day November 21. I never received a phone call or a letter in the mail that they did not receive the equipment They sent me to collections for $149. When collections called me I notified whisper that I returned the equipment on November 21. They said it was never received and I notified the post office. The post office said the package was lost and was in ********. They are investigating it. They called me and told me it went into the wrong container at the post office, I called whisper back and explained my situation. They told me there was nothing they can do. They did not receive it within 10 days and that I would have to pay the collections. I did my due diligence. They said they tried to contact me by the phone, but my phone was out of area. They never sent me any mail. I had one email that went into my spam folder. I think they couldve worked with me on this. They tell me once it goes to collections they cant do anything about it.

  Business Response

  Date: 01/07/2025

  Hello,

  After researching this issue we were able to confirm that the package has been located in ******** and is en-route to our office via ******************  We are in the process of notifying our collection agency that this issue has been resolved and there should be no further collections efforts. Our billing team will be reaching out the customer today to notify her of the outcome.
  

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/17/2024

  Type:Order 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.

  Date June 17th 2024 I called in to Wisper ISP to future date a payment during the call they let me know that I was pass due two billing cycles. I made the payment for ***** bill but they ended up having billing system updates. During this period they sent me a receipt for the payment I had made and did not send me any information that my payment did not go through. They then has decided to suspend my services. Do to horrible communication on the company end my services should not be turned off. Also when I asked to speak to a supervisor they said that one will call me back in two day this is also unacceptable behavior for a company as when a customer asks for a supervisor one should be available for the same day. Do these issues I feel like it is only right that my services are turned back on and that I get a credit due to bad customer service.

  Business Response

  Date: 06/19/2024

  The receipt that was provided to the customer on 5/18/24 was sent due to a data entry error.  The customer's credit card was never charged, so the account went to delinquent status on 6/17/24 and was automatically suspended.  Our Billing Manager contacted the customer today to explain the situation. We have applied a two-week credit to the customer's account, re-activated the service, and extended the payment due-date to June 28.

  Customer Answer

  Date: 06/21/2024

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/18/2024

  Type:Customer Service 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.

  Wisper is our provider. We lost service January 11th a little after midnight. I have called in daily as well as my neighbors. We have been told the tower was down and someone would have to climb it weather permitting. We’ve have good days to get it fixed. Called today and the lady told me they have no plans on fixing the tower.. when I asked if they planned on providing us with the service or we have to go somewhere else she said they weren’t sure yet. There were other towers that had more customers those would come first. It is now January 18 . Called this evening guy told me they would be trying to get everyone online as soon as possible. When a told him the lady told me they were closing service to our tower he told me the lady shouldn’t have told me that? But that was an option. Very poor customer service

  Business Response

  Date: 01/31/2024

  The communications tower that serves this customer has suffered an equipment failure. Our tower crews responded to the outage and determined that the tower is not currently safe to climb. This has been confirmed by our Tower Safety Manager.  We have attempted to serve the affected customers from another tower but there is not sufficient signal strength. We are working to make the tower safe to climb but it is apparent that repairs may take an extended period of time. We have notified all of the affected customers of this situation and have suspended billing until a solution can be found.

• Initial Complaint

  Date:11/17/2023

  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.

  I have called multiple times to have my bill adjusted to reflect my $75 acp discount, and the company keeps coming up with reasons why they can't apply it. As shown in the attached screenshots I submitted the documents they requested on 7/14/2023.

  Business Response

  Date: 12/04/2023

  We have made several attempts to complete the enrollment process in the National Database for the ********** ************ Program but we have not been able to find a match using  the enrollment information the customer has provided to us. We are requesting that the customer please re-apply for the ACP benefit at getinternet.gov and provide us with an updated approval notice so that we can match the information in the database and complete enrollment for the customer in the program. In the mean time, we have credited the customer account an amount which reflects two months' ACP discount.

• Initial Complaint

  Date:10/12/2023

  Type:Customer Service 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.

  They have no senior discounts and their prices are misleading. I have been with them for 8 years and they have increased my rates twice without any type of notification or anything.  My friend said they have done the same thing to her.  It is outrageous how much we have to pay now.  I just want some type of relief.  I am retired now and have limited income and I only use the internet for my security cameras since I live alone.  There is now an increase in my bill of 17 dollars.  I never got any word of the change and my friend told me they did not tell her either.  When I called the company directly I felt like I was intentionally lied to.  There should be laws against this.  They should not be able to change our internet monthly bill without notice.   

  Customer Answer

  Date: 10/13/2023

  The company router does not work as well.   i was told by the man who installed it that i must get the router because it would fix all lagging. It never lagged with ******* router.

  Customer Answer

  Date: 11/08/2023

  On 10/2/23 I received a receipt that I have a credit balance of $90 and future charges would be deducted from balance. Then 11/8/23 I sent in an additional payment of $45 and received an invoice saying I owe $22 or my services would be turned off.

  Customer Answer

  Date: 11/09/2023

  More information

• Initial Complaint

  Date:09/21/2023

  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.

  In the past year we have had wisper internet and we maybe have internet for a few minutes a day. I have called them multiple times and they never come out to help us with our issue. They keep taking our money but sadly this is the best internet provider we can get service with. So I kept calling and telling them that we have no internet and they basically said yes your reception is weak but we are not coming out to your house anymore and they said if we call one more time then they will come out to our house to take the stuff that whisper owns and disconnect us from their services. I don't think it's right to keep charging us every month to have wifi but then we don't get wifi reception. So at this moment we can't search on the web, open apps on our phones, watch tv (hulu, discovery plus, HBO Max) or even make phone calls. I don't know what to do because they even blocked my number so I can't call them. Its not ok that they blocked me from calling and they are still taking our money and we are not getting internet. Can someone please help with this situation?

  Business Response

  Date: 10/12/2023

  On 9/23/2023, the Wisper Customer Advocacy team reached out to the account holder ***** ****** (***** is his daughter) and discussed this complaint. ***** was unaware a complaint had been filed on his behalf. Upcoming upgrades (schedule for October) were discussed and ***** indicated he was content to wait for them. The service issues were also discussed and a one month credit was applied to the account. ***** was content with this resolution.

  Business Response

  Date: 10/12/2023

  On 9/23/2023, the Wisper Customer Advocacy team reached out to the account holder ***** ****** (***** is his daughter) and discussed this complaint. ***** was unaware a complaint had been filed on his behalf. Upcoming upgrades (schedule for October) were discussed and ***** indicated he was content to wait for them. The service issues were also discussed and a one month credit was applied to the account. ***** was content with this resolution.