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:05/19/2022

  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 cancelled service with them due to unreliable internet service which I considered excessive. Complaints to them went unheeded and requests for a bill reduction for months with extreme no service times were ignored. I had auto pay with them so I stopped it and had service stopped due to the unreliability. I often had to go to the library to use their Wi-Fi to get work related duties performed and don't think I should have been required to pay them the entire $***** per month bill. Since they would do nothing I feel I am within my rights to cancel without paying an early termination fee of $*** which was a surprise to me as no mention of it was ever made at signup. There was no paperwork of any kind from their technician that set up my "service". I asked for evidence of there being a contract for a specified number of months of service as I was never informed of it. They say they have my electronic signature. I sent them pictures of the damage done to my fascia boards and holes drilled into my roof flashings when they installed their equipment and of the condition of their work left undone when they disconnected service and requested restitution. They have failed to respond to any request to them until today when they say they will send my bill to collections. I urged them to do so as I believe they are in the wrong and I look forward to presenting my case.

  

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/05/25) */ Thank you for reaching out to Mercury Broadband. We will be reviewing your account. If you have questions please contact us at ************** and ask to speak to Customer Service. Consumer Response /* (3000, 7, 2022/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reached out to them multiple times prior to filing a complaint with BBB. They never do anything. Business Response /* (4000, 9, 2022/06/02) */ Thank you for reaching to Mercury Broadband. Consumer Response /* (4200, 11, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) All it says is "Thank you for reaching to Mercury Broadband." Business Response /* (4000, 15, 2022/06/14) */ Thank you for the follow up, Robert we will be mailing you a copy of your signed contract for your records. Please let us know if you need help with anything else. You can reach out to Customer support at **************. Consumer Response /* (4200, 17, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was sent a copy of the contract. My problem is I don't disagree that I was under a 2 year agreement but that Mercury's service at my location was spotty at best and I didn't have service a good percentage of the time. I complained to them several times and asked for a bill reduction on several occasions and never received any reduction or explanation as to why not. My only recourse was to cancel service with them rather than pay $***** per month for part time service. I will not pay an early termination fee as I feel I over paid every month and they did NOTHING to remedy my problem. This has gone on long enough and now I have to contact the Attorney Generals office to file a complaint! Business Response /* (4000, 19, 2022/06/22) */ Thank you, Robert, for confirming you received your copy of the contract. If you have any further questions please contact Customer Support at **************. Consumer Response /* (4200, 21, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no offer of resolution. I have contacted them several times in the past requesting bill reductions for the numerous times I had no service. They chose to ignore me and continued to bill $***** per month when I only had service for a fraction of the month. This left me no other option than to cancel with their "service". I will not pay for early termination for terminating due to their lousy service and ignoring my many complaints of no service and no adjustment to my monthly bill! Business Response /* (4000, 23, 2022/06/28) */ Thank you Robert for reaching out to Mercury Broadband. We have reviewed your account, please contact Customer Support for updated information on your account. Please ask to speak to a supervisor they will be able to assist you **************. Thank you for your time. Consumer Response /* (4200, 25, 2022/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Mercury per their request and was told they credited me ***** for the last payment I had made but did not receive service as they cancelled my account per my request. They also cancelled $** worth of late fees but said I still owe them $******. I don't accept this but you can close out this complaint as I have heard from the Attorney Generals office and am pursuing this complaint with them.

• Initial Complaint

  Date:05/11/2022

  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.

  On Sunday 5/8/2022 I received a call from Mercury internet (female) saying they reviewed a claim of late fee ($*) and would not reimburse the late fee. During that phone call I told the employee I would just call back in the week because the first customer service person told me the fee would be credited back. On 5/10/2022 I attempted to call into Mercury to discuss this late fee and my phone would automatically disconnect when I selected option 2 to speak to a customer service representative regarding a billing question. I tried several times and my phone kept getting disconnected. I called using another phone and it worked without issue. While on the phone I called again and had the representative listen to what was happening and they agreed it sounded odd. I called back another time and spoke to another representative and it was a supervisor who said she will look into it. I'm expecting a call back from the supervisor but it appears Mercury internet has blacklisted my number from calling into customer service but I'm still a customer and may have a reason to call in regarding my internet service.

  

  Business Response

  Date: 06/09/2022

  Business Response /* (1000, 5, 2022/05/20) */ Thanks, Rick, for reaching out to Mercury Broadband. We can assure you that we do not block customer phone numbers from our system. We welcome customers' feedback, and we will look into this potential miscommunication. After reviewing your account, one of our Customer Service Representatives called you on 5-11-2022 to discuss your bill. We have made corrections to your account. If you have questions, please contact our Customer Support team at **************. Consumer Response /* (2000, 7, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, it seems they had some upgrade which was blocking my calls. While it was still upsetting I have moved on from the issue.

• Initial Complaint

  Date:05/08/2022

  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.

  Mercury Broadband regularly has "network issues" causing service to be down for days. Credits to the bill can occur if one is persistent enough to climb the ladder of ********* customer service staff. It is wholly unacceptable for a utility service to perform in this fashion. They never seem to know of a problem until the customer contacts them. Once contacted, they insist on pushing resolution of the problem onto the consumer asking them to unplug/plug in their personal equipment which does not resolve the problem. The "tech team" never knows what the problem is, how to fix it, or how long it will take to resolve. An acceptable resolution to this complaint requires Mercury to be proactive in determining network issues on their own and working to resolve them quickly. It requires them to equip their customer service staff with real information to assist their callers not an unhelpful call script. It requires Mercury to have appropriate infrastructure in place to support the service they advertise.

  

  Business Response

  Date: 06/07/2022

  Business Response /* (1000, 5, 2022/05/12) */ Thank you Kelly for bringing this to our attention, we will have a supervisor research your account and reach back out to you soon. We appreciate your patience please don't hesitate to reach out to Customer Support at ************** and ask to speak to a supervisor. Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been in contact with customer service. I left a message for the customer service manager, Ashley, on May 6, May 8, May 9 and May 10. I have yet to hear from her. I had spoken with Ashley during a multiple-day long outage in February 2022 and found her to be helpful in resolving the matter. On May 6, I spoke with a supervisor (Sierra?). The supervisor had no idea when Ashley would be in, no idea what the outage problem was, no idea when it would be resolved, no idea of an ETA for service would be restored, no information other than it was a "network issue" that they were "investigating". She advised she would keep my ticket open and follow up with me. I have not heard from her. On May 7, I spoke with a supervisor again (Cassidy?). She still had no information. On May 8, the outage continued. I spoke with Demitri. He was very helpful and seemed to truly appreciate my frustration. Demitri indicated a fix to the satellite was done overnight and the outage resolved yet I had no service. A new outage was found during my call with him, and he helped resolve it by working with tech support to reboot the tower servicing my area. I advised I would still like to speak with Ashley. Demitri advised she would be in the office on Monday at 9:00 am and he would personally ask her to call. I found it strange that Demitri seemed to know Ashley's schedule but the supervisor (Sierra?) I spoke with on Friday did not. On May 9, Demitri followed up with me to see if Ashley had called. She had not. In the evening of May 9, an unnamed person representing Mercury messaged me via ****************** regarding a comment made on a Mercury post. My comment has now been hidden as are most comments on most Mercury ******** posts. I advised the unnamed person I would like to speak with Ashley. They assured me Ashley would reach out the next day. On May 10, the unnamed person reached out again asking if she contacted me. She had not. They advised someone else would reach out. When another person was offered via *********, I declined. I had spoken with supervisors before and found them to be ****, *************** and *********. I also asked this unnamed person to stop messaging me via *********. I find it incredibly strange and inappropriate for an unnamed person to contact me about this issue in this way especially since I had been in contact with customer service as directed in this response. Today is Monday, May 16, 2022. I have not been contacted by Ashley or Mercury other than this response. This type of activity is the norm for Mercury. I work from home. I depend on this service to work. Mercury is the only option for internet at my location. Outages are understandable from time-to-time. Outages that last a few hours are annoying but understandable. Outages that last for days are unacceptable. Mercury has made outages that last for days the norm. Since December 2021, my service area has had three multiple-day long outages. Because I work from home, I have to use my personal vacation time every time Mercury is unavailable. During this outage, I used 2 hours of vacation time as I was scheduled to be off in the afternoon of Friday May 6 for a funeral. My expectation is Mercury will credit my bill an amount equivalent to the dollar amount of vacation time I had to use. Business Response /* (4000, 9, 2022/05/16) */ Thank you Kelly for your reply, we apologize for all the confusion. The Customer Support Team was unaware of our Customer Service Managers unforeseen time away from work. The technical support team has looked at your account, and we will be issuing a credit to accommodate your downtime. We do apologize for the inconvenience. Please don't hesitate to reach out to the Customer Support Team at **************.