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: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.

  On August 29th, we spoke with ****** at Mercury Broadband for information about the service. He told us we were 7/10 of a mile from their tower so internet should not be a problem. I specifically asked if we were unhappy with the service if we could cancel. ****** stated that we had 3 business days to let them know if we were unhappy. Service was hooked up Thursday before Labor day. We watched a movie. The picture was grainy. We came home Friday evening to NO internet. We called Mercury Broadband. A machine stated that they were closed and invited us to call back during normal business hours. Since Monday was Labor day I called on Tuesday to talk to ****** about canceling service. He stated at that time that there was no problem canceling service because I had called within 3 business days. He also stated that he had made a record of my call and transferred me to a cancelation specialist. That person stated that someone would call me back. No one called on Tuesday. I called ****** again on Wednesday. He again stated there would be no problem canceling. Again made note of my call and transferred me to cancelations again. A recording took my number and stated they would return the call. No call Wednesday. I called ****** again on Thursday. He transferred me to ****** who stated she was a cancelations supervisor. She stated ****** had no recollection or record of my calls. They had a 2 year contract with no trial period and that we would be charged a $200 early termination fee. ****** was very rude and refused to connect me with her supervisor. I don't feel we owe them for the cancellaion fee as the service was poor quality from the start and we did just exactly what ****** from Mercury Broadband told us to do. I feel like I hit a brick wall with them.

  

  Business Response

  Date: 09/26/2023

  Thank you for reaching out to Mercury Broadband. We will look at your account, and the Customer Support Manager will contact you within the next 24 to 48 hours.  If you have questions, please contact Customer Support at ***************

  Customer Answer

  Date: 09/27/2023

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

• Initial Complaint

  Date:09/05/2023

  Type:Order 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 entered into a contract with Mercury Broadband approximately 22 months ago. The service was on and off with lots of buffering. I complained numerous times but the service only continued to get worse. By June of this year 2023 the service was off so often and for so long it wasn’t possible to use it for many things and I had to resort to using the computer at my sisters house who has **** I still continued to complain to no avail. I called them again the first part of August and asked them to cancel my service. They said they would do so and sent out a service person to collect their equipment which they got. They gave me a credit on my bill for a partial month due to poor service. Then the first part of September they debited my account for $120.00. I called them and they said I hadn’t fulfilled my contract so that’s why I was charged the fee. They said no matter that I was not receiving service much of the time I was still obligated to fulfill my contract. Yet they had given me a partial credit as I stated for poor service for part of a month when I called to cancel. They never mentioned when I canceled about the money they would charge for the remainder of my contract

  

  Business Response

  Date: 09/19/2023

  Thank you, ****, for contacting Mercury Broadband, after researching your account. We will be sending you a copy of the signed contract for your records. If you have any other questions, please contact Mercury Broadband customer service at ************** and ask to speak to the Customer Service Manager.

• Initial Complaint

  Date:07/28/2023

  Type:Product 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.

  Mercury Broadband is providing me with WIFI and phone service. They replaced my equipment on May 24, 2023. Since that time I cannot complete a phone call without constant interruption, loss of every other word, in the conversation with the connecting party. I have complained multiple times and Mercury has sent out techs on 4 occasions on this issue and has indicated it is a problem on their network. The problem continues to get worse and I cannot use the phone for communication purposes even in emergency conditions. I need Mercury to commit personnel and resources to solve this issue.

  

  Business Response

  Date: 08/02/2023

  Thank you, *** ********, for reaching out to Mercury Broadband. We will research your account and have the Customer Service Manager contact you within the next 48 hours. Please don’t hesitate to reach out to the Customer Service Support team at ************** and ask to speak to the Customer Service Manager. We appreciate your patience.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: ********
  I am rejecting this response because:  The company has contacted me multiple times in the past and have not made any progress on this issue.  I still cannot complete any calls even in an emergency situation which I had on August 2 related to heart related issues.  I ended up in an emergency room and was unable to schedule follow up tests and appointments.  This was a very serious situation.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 08/14/2023

  Thank you for reaching out to Mercury Broadband, ******. It is our understanding that the Customer Service Manager has reached out to you, and we have resolved your issues. If not, please contact us at ************** and ask to speak to the Customer Service Manager. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: ********
  
  I am rejecting this response because:  The problem has not been resolved.  It has only gotten worse.
  
  Sincerely,
  ****** ********

  

  Business Response

  Date: 08/23/2023

  Thank you for reaching out to Mercury Broadband, Thomas.  The Customer Service Manager contacted you today, 08/23/2023 at 11:49 am; per your conversation with him, you indicated the problem is resolved. Please confirm and call our Customer Support line at ************** and ask to speak to the Customer Service Manager. 

  Customer Answer

  Date: 09/01/2023

  The business never solved the problem.  It is the same as it has always been.  Why was the complaint closed???????

  

  Business Response

  Date: 09/19/2023

  Thank you, *** ********* for reaching out to Mercury Broadband. We have contacted you multiple times, and we are happy to have the Customer Service Manager reach back out to you again within the next 24 to 48 hours. If you need further assistance, please contact Customer Support at ************** and ask to speak with the Customer Service Manager. 

• Initial Complaint

  Date:07/18/2023

  Type:Product 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 subscribed to Mercury Broadband with a 15 day, fully refundable trial. I cancelled the service within the first week due to the poor service (slow speed, didn’t work properly with work VOIP phone or other items like home automation). I had already paid them $219 for the installation. I got an emailed invoice on 6/10/23 showing a $219 credit and they came and picked up their equipment on 6/12. It took about a minute for them to charge my credit card but now a month and a half later I still haven’t gotten a refund. Before Mercury gives the standard response here, I have already placed multiple calls to customer service, requested managers and even emailed their General Manager ** *********. It does no good. Nothing but empty promises and “ticket numbers” that don’t mean a thing. They can never tell me when I can expect the refund, that should take about as long to return to my credit card as it did to charge it. So Mercury, telling me to contact your customer service department is not helpful! Instead tell me when I can expect that refund and then follow through.

  

  Business Response

  Date: 07/18/2023

  Thank you, Kent, for reaching out to Mercury Broadband. We have researched your account; a credit has been issued, and the accounting department is processing the credit. According to the accounting department, the credit will be issued this Thursday, 07/20/2023, back to the credit card it was charged on. Please allow a few days for the credit to process. Don’t hesitate to contact us at ************** and ask to speak to the Customer Service Manager if you do not receive the credit. 

  Customer Answer

  Date: 07/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. I had to get my credit card company involved in this dispute and they issued a credit since after nearly 2 months of waiting Mercury had not refunded my money. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/24/2023

  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.

  This company has lied to me for over a year now, My service went down last year instead of them telling me the truth, that they were changing systems they kept telling me they were having problem with the tower, I went without service for over a month. They scheduled a tech to come out and he never showed up, I called and oh they scheduled the wrong tech, we can have another one come out in 3 weeks. They finally come out and installed the new system, I have nothing, but phone problems since, and I just keep getting the run around. When I called in about the service not working, I was told the tech told them (customer service rep) it must be my wiring in my home. And it is definitely not my home wiring. They sent a tech out here on May the 19th and before he gets here, he calls and tells me they fixed a few things, but he will still come and check everything out. He said everything ok lie to again, today is my24th and I have no phone service, yet I am expected to continue to pay my bill for service I am not receiving, what if I have and emergency and I have no phone service. I have been more than patient and I am sick of getting the run around from this company. I cannot conduct business or make appointments, anything I need to do by calling out is completely useless.

  

  Business Response

  Date: 05/25/2023

  Thank you for reaching out to Mercury Broadband. The manager will research your account and contact you within 48 hours. If you have any questions, please get in touch with Customer Support at ************** and ask to speak to the Customer Service Manager. We appreciate your business. 

• Initial Complaint

  Date:04/05/2023

  Type:Product 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.

  we cancelled service 2/15/23 right after we prepaid ***** on 2/11/23. Our service cycle date was on the 21st or 22nd. When we cancelled on the 15th, we stopped using the service. All we want is our refund. when we call we are told it will be anytime. We are still waiting. I asked how to get hold of bookkeeping or whomever is responsible for refunds and was told they don't know how to contact them.

  

  Business Response

  Date: 04/10/2023

  Thank you, Bryan, for reaching out to Mercury Broadband. We researched your account, and there was a credit issued. You should receive a check by mail within the next 2 weeks. If you do not receive that check, please contact Customer Support at ************** and speak with the Customer Service Manager. We appreciate your patience and apologize for any inconvenience.

  Customer Answer

  Date: 04/12/2023

  
  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,
  
  Bryan ****

• Initial Complaint

  Date:03/27/2023

  Type:Customer Service 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 purchased internet from this company, opting for their highest package. At first everything was fine but after a couple of months the speeds slowly started decreasing. I called on several occasions and was told there is an issue with the tower that services me. Another occasion they sent a technician out and he told me that there is an issue with the tower that services me. I have since reduced me package to the lowest priced package and the speeds still do not come anywhere near to the promised. Everytime it is an issue with the tower for the past six months.

  

  Business Response

  Date: 03/27/2023

  Thank you for reaching out to Mercury broadband. We will research your account and have the Customer Service Manager contact you within 24 hours. If you need additional information, don't hesitate to contact our Customer Support at **************.

  Customer Answer

  Date: 03/27/2023

  
  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,
  
  Jeffrey *******

  Customer Answer

  Date: 04/01/2023

  This has NOT been resolved. I have not been contacted by them as promised and the poor service continues. I am extremely dissatisfied with this company and the way they have ignored my problem   

  

  Business Response

  Date: 04/03/2023

  Thank you, Jeffrey, for reaching out to Mercury Broadband. It is our understanding we scheduled a technician out to your home on
  04/01/2023. And we have a conversion for equipment scheduled for 04/05/2023. The Customer Service Manager will contact you today to confirm that appointment. Please contact our Customer Support Manager at ************** if this information is incorrect.   Thank you for being a valued customer

• Initial Complaint

  Date:03/27/2023

  Type:Product 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.

  My internet service provider consistently has slow internet speeds when I pay over $*** per month for 100mbps download. For example, per their app’s speed test I had 2.03 mbps download. I have tried to resolve this issue with them multiple times and they are slow to resolve the issues. Over January and Into February they had two weeks where I had extremely slow and unreliable or no internet service for days because they incorrectly assigned me someone else’s static up address. I had to continually call back for them to resolve the issue.

  

  Business Response

  Date: 03/27/2023

  Thank you for reaching out to Mercury broadband. We will research your account and have the Customer Service Manager contact you within 24 hours. If you need additional information, don't hesitate to contact our Customer Support at **************.

• Initial Complaint

  Date:03/13/2023

  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.

  Similar situation to complaint from 1/30/23. We’ve had MB since 2020 because it’s literally the only internet in our area. Since day 1 we have had terrible service. Constant outages. Slow speeds (3mb when it’s supposed to be up to 150mb). I’ve gone around and around with them and fought them on my bill with very very minimal success. They have had issues with our tower since January (today is March 9th) and the problem still isn’t resolved with eta of when issue will be fixed. I’m lucky if I can make a phone call from my house without it dropping repeatedly. I’ve been asking for a manager to call me in regards to price adjustments since late January. I’ve had over a dozen back and forth phone called with them just in the last two weeks and today someone called me on behalf of the manager and when I said, I still wanted to speak to the manager, they told me it would be another 24 to 48 hours. Every person I talk to has no idea what I am talking about or seems oblivious to all of the past issues I have called in about. I work from home and the loss of money as well as hours upon hours upon hours of my time is well beyond an acceptable amount at these point. They threaten to turn off service for non-payment but how can I be expected to pay a bill for a service that has not been provided. I’ve sent countless emails and made countless phone calls with no resolution to the ongoing issues. * *** ***** ** ******** * **** ** ** **** ********** **** ** ******** *** *** * ****** *** ** **** **** ******* **** **** *** ******** ** *** **** **** *** ********* **** ** *** ******** ** *** This company does not deserve to be in business. At this point I'm better off without internet because that’s what I’ve done to expect anyways.

  

  Business Response

  Date: 03/13/2023

  Thank you, Julie, for reaching out to Mercury Broadband, after researching your account this morning. It appears the Customer Service Manager came in over the weekend and spoke to you personally about your account. We will ask the manager to reach out again this morning. If you need additional assistance, please call our Customer Service Support line at **************.  Thank you for being a valued customer. 

• Initial Complaint

  Date:03/07/2023

  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.

  I cancelled our wireless plan on January 23, 2022, for the period of January 22 - February 21, 2023. We had moved our internet to another provider so on Monday January 23 I called and cancelled. Mercury is trying to charge me for 1-22-23 - 2-21-23 knowing that I will not be using their service. The wire was already cut an moved to another service by 1-22-23. I believe they have no right to charge me for a service that I can't and won't be using. The required a $*** fee for cancellation that I did pay and they cashed the check. They sent me a bill for $****** for the month that I am not using their service and a late fee. They have refused to delete the charge or prorate the one day that I didn't cancel. They told me that if I would have cancelled before the autopay date they would not have charged us, They are now saying their won't budge and we owe the amount and they will send us to the credit collections agency because they refuse to make an adjustment. I need your help in having them delete it or charge us for the one day.

  

  Business Response

  Date: 03/08/2023

  Thank you, Mrs. *******, for reaching out to Mercury Broadband. You can find a copy of our Service Agreement online at Mercurybroadband.com at the bottom of our website titled Legal Policies. Or we are happy to mail you a copy for your records along with a copy of the signed agreement. If you have any further questions, please contact Customer Support at ************** and ask to speak to the Customer service Manager. 

  Customer Answer

  Date: 03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: they really didn’t respond to a person just mumble jumbo no concise ration to their clients that they are charging for services they are not providing but since they have threatened to send me to the credit collector then I will pay. Buyer be ware of them. I would have recommended them to all my neighbors but since I see how the put money over customers they will have lost my recommendation
  
  Sincerely,
  
  Sherry *******

  

  Business Response

  Date: 03/14/2023

  Thank you, Mrs. *******, for reaching out to Mercury Broadband. We will mail out a copy of your signed contract and a copy of the Legal Policies. If you have any further questions, don't hesitate to contact Customer Support at ************** and ask to speak to the Customer Service Manager.