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Business Profile

Internet Services

Wisper ISP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/15/2022

    Type:Product Issues
    Status:
    Answered
    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's internet is constantly down or incredibly slow. This has been going on for years. To simplify matters I will focus this complaint on the past almost 2 weeks. I have had internet for a total of maybe one day. First I was told it was probably our router. I have bought several over the years because that always seems to be their go to answer. This time wisper shipped a new one to me then a tech came out 4 or 5 days later to hook it up. Next I was told the auto pay didn't go through so I paid my bill. New router was set up and I paid my bill so everything I could have done on my end I did. We had internet for maybe 24 hours and now here we are again with no internet. No one to call because they won't be in till 10am. If they send someone out again that will end up totaling nearly a month with no internet. I will have paid my bill for literally nothing. Paying for them to not provide me anything more than frustration. This is just unacceptable. Wisper was awarded a massive amount of grant money for the sole purpose of providing customers in rural areas better internet. There are hundreds of reviews online from other customers who are experiencing the exact same problems as I am.

    Business Response

    Date: 10/20/2022

    The customer reached out to the Wisper Technical Support team at 10am on Saturday 10/15 and the agent was able to get the situation resolved (updated router on old version of firmware). No mention of a refund or credit was made while on the call, but a credit has been applied to the account for downtime the customer experienced. Wisper staff also reached out to the customer multiple times after receiving this complaint to notify the customer of the credit and resolution and to confirm all issues were solved to their satisfaction, but all calls at this point have been sent to voicemail. 

    If additional issues exist, the request is to please reach out to the Technical Support team for resolution. 1-800-765-7772

  • Initial Complaint

    Date:05/26/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 had wisper isp installed around May 10 but after tech left my dish tv wasn't working. We did some trouble shooting and discovered a cut cable. I called wisper dispatch twice to get tech to come back and fix and also asked to be called back. I didn't hear anything, but next day found email scheduling a tech visit. I had already called dish to repair it,so when tech called about visit, I cancelled visit. Tech said he didn't think he cut the cable but agreed to waive my first ****. Meantime my first **** $65 was already auto deducted from my checking. I then email wisper for a manager to contact me. Nothing....I feel I deservce some type of adjustment, just for the aggrevaation. Thanks for any help you can give me *************************** **********

    Business Response

    Date: 06/14/2022

    On 6/1: Customer reached out to ********************** to discuss service issues with service and was set up for a service visit during that phone call.

    On 6/1: Service technician was scheduled to arrive onsite between 12pm-4pm on 6/7. 

    On 6/7: Service technician made attempts to contact the customer (**************) at 9am, 1pm and 4pm to let the customer know that service was restored and a visit was not necessary anymore.

    On 6/8: Manager did a follow up call and left a voice mail at ************ to discuss the situation with the account.

    On 6/14: Wisper received the written notification of the BBB complaint and management immediately reviewed the account, agreed with the refund request, processed the refund of $65 and called to notify the customer of the situation. Left a voice mail again.

     

    Customer Answer

    Date: 06/15/2022

    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,

    ***************************

Wisper ISP is NOT a BBB Accredited Business.

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