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:01/30/2023

  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 have been a customer with multiple issues for the last 3 years. Ever call and email has been recorded by them. This is a business that is providing a service. The service they are providing is not fulfilled at all. The Internet that they attempt to provide us drops out all the time and is very slow. Most of the time it's an issue dropping out, so basically the internet drops 0MBPS. I've been told multiple times that it's being fixed and nothing ever comes about. They don't issue credit where credit is needed and I don't feel this is right. I've used multiple examples with them to which they just kind of shrugged their shoulders at basically. For example, I've told them if you were to come to my shop and get four new tires and I only placed three of them on there and told them we will try to fix that the fourth one for ya at some point. My question to them then was it be kind of hard to use your car right? Another example is you go to the grocery store and buy $500 worth of groceries but you only walk out of there with a can of ****. Almost every single time I've used these examples, they have responded back to me with well it's not the same in Internet. * **** ***** ** **** ******** ***** ********* *** ***** ** *** **** *** ****** *** **** ****** That need to be taken care of to for somebody that works from home part of the time when I try to get on and do things for work and I don't have Internet it's hard to make a living, if I can't make money then how can I pay the bill? Oh that's right they still charge me even though I lose service all the time! Very unhappy customer.

  

  Business Response

  Date: 02/02/2023

  Thank you for reaching out to Mercury Broadband; we will have the supervisor research your account and reach out to you within 24 hours. If you need to contact us, please call the Customer Support Line at ************** and ask the Customer support manager. We appreciate your patience.
  
  

• Initial Complaint

  Date:01/25/2023

  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.

  Free trial month, service working very well. After 1st payment, 2 weeks into 1st paid month, service very poor. Called everyday to troubleshoot issue. Was told there wasn't an issue. Another payment is due February 11th and my issue with stability is still ongoing. ************************************************************************************************************************** Mercury refuses to acknowledge their stability issue and insists it must be my device. I used several different devices with the same result of instability. Issue #2 My agreement with Mercury guarantees speed. My speed falls below what was agreed upon most of everyday. Once, twice or 3 times daily achieving the speed I'm paying for, in my opinion, voids our contract. They will require an early disconnect fee, which I'm unwilling to pay. I haven't disconnected as of yet while I search for a new service provider. I have done all troubleshooting on my end, the issue lies with Mercury. Thank you for your time in reading my complaint, my hope is future customers will know Mercury has a terrible reputation.

  

  Business Response

  Date: 02/20/2023

  Business Response /* (1000, 5, 2023/01/27) */ Thank you, Glenda, for reaching out to Mercury Broadband. After looking through your account, we see that the Customer Service Manager has reached out to you and has addressed your concerns. Don't hesitate to contact us at ************** if we have not provided you with a workable solution to your problem. Please ask to speak to the Customer Service Manager. Thank you for being a valued customer. Consumer Response /* (3000, 7, 2023/01/30) */ My complaint has been addressed in a very satisfactory manner. Thank you for your support, appreciated!

• Initial Complaint

  Date:01/25/2023

  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 have had Mercury internet service since 2016 and they have only provided intermittent service, their techs have been to my home many times through the years to fix failed service. They were out last week to fix a problem and now I am waiting this week for a tech to come for problem service again. I am told I am committed by contract through April and can not change to another service provider. They can not provide consistent service and I believe that Mercury is violating the contract themselves, throughout the years of service it has been so inconsistent that I believe it is equal to the time left on contract and I should be free of their services or lack of. I simply want to be done with this ************ company without further charge or penalty!

  

  Business Response

  Date: 02/20/2023

  Business Response /* (1000, 5, 2023/01/26) */ Thank you for reaching out to Mercury Broadband; we will have the manager research your account and contact you within 24 hours. We appreciate your patience. If you need assistance moving forward, please contact Customer Support at **************. Consumer Response /* (2000, 7, 2023/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Provided there is an acceptable solution to my situation in regards to their inability to provide consistent service.

• Initial Complaint

  Date:01/14/2023

  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.

  After multiple calls to this company I still don't have a clear picture if there is any true plan to resolve the issue. I called on January the 5th. To say that we did not have internet service at our home. I was told then that we needed to upgrade our equipment. I explained to the woman on the phone that we had already the technician out to upgrade the signal and we would not have a signal at our house. So they didn't upgrade our equipment. So she left me on hold and came back and said that it is a tower issue and the are working on it. That I should keep rebooting the system and it should be better to be patient. Didn't feel I got good answers or that she truly heard me. So I called on January 6th. Same story upgrade equipment. Explain we were told we couldn't here. But I needed some idea that they are truly working on it. She leaves me on hold and comes back with. There is "noise" (her words) on the tower and the technicians are working to clear it. I pressed for a time frame. She said the technicians don't tell her that. I asked should I see an improvement in a day a week or when. She said I should definitely se improvement in the next few days. Called January 13. This time I get the first girl on the phone again. Who does time seem to understand that I am a customer and that her company is the one providing an inferior product. I asked her she there would be an improvement with my service. She told me that the technicians don't tell her that. I said fine please let me talk to some one that can provide with that information. She puts me on hold. Comes back later and now the story is. The tower that my signal is coming from is being updated. And that I will then be asked to update my equipment. But they don't plan on finishing or maybe even starting till the end of the month. It's January 13 so by the time they even get something started it will be a month. At this point I don't feel I can believe anything.

  

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 5, 2023/01/19) */ Thank you, Robin, for reaching out to Mercury Broadband. We will have a manager investigate your account and call you back within 24 hours. Thank you for your patience while we research your account. If you need to contact us, please call the Customer Support line at ************** and ask to speak to the Customer Service Manager. Consumer Response /* (3000, 7, 2023/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No contact. And no attempt to resolve the issue. And at the same time I just got another bill while I have no service. Business Response /* (4000, 9, 2023/01/26) */ Robin, we attempted to contact you on 01/20/2023 and left a voice message. And have yet to receive a call back from you. The Customer Service Manager will be reaching out to you today, 01/26/2023. We are calling the number we have on file for your account. Please contact us at ************** and ask to speak to the Customer Service Manager. Thank you

• Initial Complaint

  Date:01/09/2023

  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.

  We switched internet providers in August of 2022. The service seemed pretty good the first few weeks we had it then it started to become an issue. We had Mercury out to troubleshoot and it took them 3 visits in 1 week to try and fix the issue. It worked briefly but they had to come back out again. After asking them several times to just move the router to our main level, they finally did. In the meantime, I had simply asked for a credit to our bill for all the hassle we had experienced during the short time we had their service. This was back in Sept. Since then, we have had multiple problems with service interruptions. Leading them to come back out to our home several more times. I have asked 4 times now about a bill credit for the multiple times I've sat home for someone to come to my house to fix service that we are paying $***/month for. Everytime I call, I get a new person who tells them they have nothing on file from me inquiring about a bill credit. My last call was 5 days ago and I have been blown off once again by this company!

  

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 5, 2023/01/10) */ Thank you, Christine, for reaching out to Mercury Broadband. We will research your account here at Mercury and have the Customer Service Manager reach back out to you within 24 hours. Thank you for your patience. If you have any other questions, please contact us at ************** and ask to ask the Customer service Manager.

• Initial Complaint

  Date:08/24/2022

  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.

  Longtime customers of Mercury Broadband, and we were no longer under a contract with them. In April of 2022 we suddenly had non-existent internet connectivity from them. Called them end of April, they suggested an equipment upgrade. As part of the upgrade we could evaluate the service for 30 days before being committed to a 2 year contact. New equipment not installed until 5/10, and worked for about 5-7 days, then no useable connection. We kept getting rescheduled for service. I asked for an extension of the evaluation period since we were being whittled down to about a week to monitor service before being locked into a 2 yr contract. Extension approved till 6/26(as of 5/31 phone call). I called and cancelled service 6/10/22 due to equipment still not fixed and no further extensions allowed. They didn't process the cancellation until I called again 6/20. Since we were not under contract and had called for cancellation on 6/10, we shouldn't have been billed again. Received an invoice for July service, despite having already requested cancellation twice. A phone rep told me not to worry, we wouldn't be billed. Following that call, I submitted a stop-payment request at our bank for any further billings from Mercury. Another invoice 7/12, this time with a $*** early-termination fee, and partial service fee for July. Talked with rep who said he could see the evaluation period extension till 6/26, and both phone calls requesting cancellation in June prior to 6/26. He submitted a request for cancelling these fees. 8/12, another invoice from Mercury, this time crediting back all the charges from the previous July invoice, but now adding a $** returned check fee. Talked with reps on 8/17, 8/19, and 8/22, kept being told they couldn't reach billing dept, someone would call back, never happened. Called again 8/23, rep said billing department "was never going to reverse the $** charge". Threatened with collections so consented to $** charge on CC under protest.

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/08/26) */ Thank you, Brian, for reaching out to Mercury Broadband. We have researched your account and will happily speak to you again. Don't hesitate to contact us at ************** if you have questions Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per their response, I called Mercury at the number listed in their response. I was connected with a customer rep who had become familiar to me through the many phone calls I have made to Mercury in the last 4 months. Who ever responded to the complaint by saying they had researched my account and would be happy to speak with me again had left NO information in the records, so the rep had no idea how to respond when I explained why I was calling. The rep forwarded me to a supervisor, who also could not identify what response to give in regards to the complaint or the claimed "research" done on the account. The supervisor diligently tried to look through the records to understand the situation, and eventually said she couldn't identify why the $** return check fee had been applied to my account. She politely asked if she could call me back after she had a chance to speak to other management at Mercury, and said that would take 30 to 60 mins. 8 hours later I have received no call back, and given the history of NEVER getting calls back when specifically told I would, I don't expect I will this time either. If Mercury actually has any interest in resolving this complaint, they can make the phone call... they have my contact info. Business Response /* (4000, 9, 2022/09/09) */ Brian, Thank you for reaching out to Mercury Broadband. We apologize for the inconvenience, when you contacted us by phone. We have a process in place when a customer cancels service, once we have retrieved our equipment we issue a full refund. The bank charges are automatically added to customers' accounts. We show you have a $0 balance. Please let us know if you have any other questions. You can contact us at **************. Please ask to speak to a supervisor. Consumer Response /* (4200, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Of course my account shows a balance of $0, because they threatened to send the account to collections for the $** return check fee they incurred when they tried to bill my bank account for money I didn't owe them. I placed a stop payment at the bank when it became clear they hadn't even started processing my service cancelation request from 6/10 until I called again and requested cancelation again on 6/20. They had plenty of time from my first request to collect equipment and "fix" their accounting before they proceeded to bill my bank account again in July, not only for service but also an early termination fee that was never owed to them. To date they have not credited the $** return check fee to my credit card, despite the fact that they've already admitted that I didn't owe them the money they tried to collect in July. That's fraudulent billing! Again, they have my contact info and they can contact me if they have any intention of resolving this issue.

• Initial Complaint

  Date:07/27/2022

  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.

  Company promises reliable internet but takes unnecessarily long times to fix equipment, has service outages nearly monthly, and when technicians finally schedule a repair they rarely show up within the scheduled window with no notification

  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/29) */ Thank you for contacting Mercury Broadband, please call Customer Support at ************** for questions about your account.

• Initial Complaint

  Date:07/14/2022

  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.

  The issues started in April with an increase in the monthly bill with no notice. I called and talked to a support person and he said my 2 year contract had ended and that was the reason for the increase. The support person said if I sign a new 2 year contract he would get the $** monthly discount reinstated for the April bill. I was told to pay the full bill amount and the discount would applied to the May bill. The bill was paid. The last 2 weeks of April I had internet issues with little or no service. I called to get the issues resolved and asked for a discount for the service interruption. The May bill had the $** discount for April and a $** discount for the May bill and a $** discount for the service interruptions. I received the June bill and was charged an additional $** with my regular monthly amount. No explanation of the additional charges was given on the bill. On July 5 I talked to a billing supervisor about the $** charge and also another service interruption that started on April 18 and was ongoing until July 5. She said that the additional charges and service issues would be discussed with her manager and I would receive a call back on July 11. No call was received. I received an email from Mercury collections on July 13 stating that if I did not pay the $** immediately that my service would be disconnected and additional charges would be applied to reconnect. I called and talked with a support person again and he said I would receive a call from his manager about the collection charges and billing issues. July 13 I received my regular monthly bill with additional charges and a $* late fee. No explanation for the late charges.

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/22) */ Thank you for reaching out to Mercury Broadband, we have reviewed your account. If you need more information please contact Mercury Broadbands customer service at **************.

• Initial Complaint

  Date:06/24/2022

  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.

  I was a customer of Mercury Broadband internet service from Oct 2020 until April 2022. Over that time I made dozens of calls to customer service and placed service tickets for slow and unreliable service. Customer service would offer to call me back to resolve the issues, and then would not call back. The quoted speed was 30 Mbps download, but frequently was less than 5 Mbps. The service was also frequently down for multiple days at a time. When the service did work, it was not compatible with video gaming services or my work VPN. I was forced to pay for another internet service with a lower rated speed, but superior reliability over these 18 months so that I could do my job. I reached a point where I cannot afford to continue paying for 2 internet services, and had to cancel Mercury because they could not reliably provide the contracted service. Several weeks after cancelling the service, I received an invoice for $*** for an early termination fee. I was not informed of the early termination fee when I cancelled my service. I called Mercury customer service to request the fee to be waived. The management rep said that I needed to submit 5 tickets in a year for the fee to be waived and that I had only submitted 4 tickets before I cancelled, but she said that it could be waived since I was not informed of the termination fee. She said she would resolve the issue over a month ago and has not contacted me since. However, I did receive a new invoice today for the $*** early termination fee, plus a $* late fee since I was waiting on a response from Mercury. I paid both fees today to avoid additional late fees. Mercury should not be charging early termination fees when they cannot provide the contracted service and do not inform the customer of said fee when requesting a cancellation. It is also unethical to charge a late fee on an invoice that is being disputed.

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/06/28) */ Thank you for contacting Mercury Broadband we will be looking into your account. If you have questions please contact Customer Support at **************. Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mercury has not actually responded to my complaint. Their response is that they will review my account and that I should contact customer support if I have any questions. Consumer Response /* (3000, 15, 2022/06/29) */ The business did not provide an answer to the complaint. Please reopen this case so the business can provide an answer. Business Response /* (4000, 19, 2022/07/20) */ Thank you for contacting Mercury Broadband. We will send you a copy of your signed contract. Please let us know if you have any questions by contacting us at ************** ask to speak to Customer Support. Consumer Response /* (4***, 21, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has again not provided an answer to the complaint. Mercury is continuing their charade. Look closely at their rebuttal. Again, they say they WILL send me a copy of my signed contract, but they have not yet done so. This is their attempt to close the complaint without actually addressing my concerns. In the meantime, one of Mercury's customer service managers has called me twice in the past month to say that she was still reviewing the refund request and promised to call me back within a few days when her boss was back in the office. In both instances, the promised time lapsed with no further contact. This is the normal routine for Mercury. They promise to do something about your complaint and then never follow through. Business Response /* (4000, 23, 2022/07/29) */ Thank you, Mr. *******, for reaching out again. We will mail you another copy of your signed contract to the address we have on file. Our records indicate that we have left voice messages on the phone number on file. We are happy to speak to you about your account. Don't hesitate to get in touch with us at **************. Consumer Response /* (4***, 25, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business claims to have left voice messages on my phone, but they have not. They continue the lies and poor customer service. I did receive the signed contract where I did indeed commit to a term of 24 months. On that agreement, I also confirmed that my Mercury Wireless service was working on the day of installation. However, over the course of the next 18 months, the service was frequently not working. Therefore, Mercury has not held up their end of the agreement. I am not requesting a refund of any installation or monthly service charges. I am only asking for a refund of the $*** early termination fee because Mercury was unable to fulfill their agreed services. I hope this will serve as a warning to any unwary consumers to avoid entering into an agreement with this ********* business.

• Initial Complaint

  Date:06/14/2022

  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.

  Around 5/10/22 give or take a couple days our internet started to not function properly being very slow and loosing connection 5/20/22 call speak to Michael to resolve issue. Doesn't get resolved over the phone but get setup for upgrade which requires two techs because of our steal roof. 5/31/22 one tech comes out comes up with tons of reasons why it can't be done that day including requiring two techs takes our current setup (Satellite) with him. Same day I call again (Stephen) to reschedule get a supervisor (Stephanie) get told She will return my call and get our internet back up. 6/2/22 no return call. I call them they only set me up with another appointment 6/11/22 (Saturday) between 1pm-5pm again I confirm the appointment is again set up for two techs and after our internet is setup that's when I'll be reimbursed for our down time. $*****/month. 11:30am 6/11/22 I was called by supervisor (Stephanie) to tell me they are going to again have to reschedule because Saturdays are overtime and they don't typically have two techs available. I asked for a reimbursement and information on disconnecting. I was told if I disconnect I am disqualified for receiving a reimbursement. When questioned how that is right. I was basically told I am stuck paying them until I have my connection reset yet they have been the reason I don't have the service I've been paying for. I have now paid $***** on 5/2/22 and 6/3/22 without any services provided. I've been a paying reliable customer since 8/2017. This is my first major issue I just want my money back and disconnected. I've turned off my auto-pay to them and they have not attempt to contact me or reconnect my services since canceling on 6/11/22

  

  Business Response

  Date: 07/12/2022

  Business Response /* (1000, 5, 2022/06/20) */ Thank you, Megan, for contacting Mercury Broadband. We will pull all the call records. This will help us evaluate what happened with your account. A supervisor will be contacting you once we have had time to investigate and confirm with the Field Tech Supervisor. If you have questions, contact Customer support and ask to speak to a supervisor at **************.