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Business Profile

Internet Services

Cyberonic Internet Communications, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:07/31/2024

    Type:Service or Repair 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.
    On or about 07/20/2024, my internet went out, I called them everyday for 4 days they finally sent out a new Sim card which took 4 days to arrive. It arrived coveted in an oil of some sort, it didn't fix the problem, I called them again on a Sunday they were to escalate it to tech support and call me on Monday. I called them at 11 am est on Monday and finally they called me back at 12est. I again did everything they asked including taking the modem into town and plugging it in at a store there. They decided to overnight me a new modem which should have arrived on Tuesday but is scheduled to arrive on Saturday. Meantime I work from home and am about to lose my job because I have no internet and can't work. We pay them 249.00 a month for internet. And paid them 500.00 for start up.

    Business Response

    Date: 08/06/2024

    Thank you for bringing your concerns to our attention. We take all customer issues seriously and appreciate the opportunity to address your experience.

    After thoroughly investigating your case, we've identified that the root cause of your internet issues was an infected computer network causing wireless modem over-utilization. We understand how frustrating this situation must have been, especially given its impact on your work-from-home arrangement.

    We want to clarify a few points:

    1. We responded to your concerns by sending multiple equipment replacements to resolve the issue, including a new SIM card and modem.

    2. Our technicians worked diligently to identify the problem, which was ultimately traced to a virus on your computer. We appreciate your acknowledgment of this fact.

    3. Regarding the charges you mentioned, we want to assure you that we have never charged $500 upfront or $249 per month for our services. We kindly ask you to review your bank statements, as the amounts you've cited do not match our records. We have provided detailed billing information to help clarify any discrepancies.

    If you have any further questions or need additional clarification, please don't hesitate to contact me directly at *************** or ****************************** I'm here to assist you and ensure all your concerns are fully addressed.

    Thank you for your patience and understanding throughout this process. We value your business and look forward to continuing to serve you.

    Sincerely,
    ****
    Manager

    Customer Answer

    Date: 08/15/2024

    1. I never had a virus

    2. I lost my job due to the slow internet

    3. I canceled there service yet they still billed me for the month of August and told me if I don't return their equipment within 2 weeks they will charge me for the equipment also.

  • Initial Complaint

    Date:05/22/2023

    Type:Customer Service 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.
    I have been doing business with them for a few years, I have had a problem with a specific date each month for about a year. My H3733353532**303434H will go down and will redirect to AT&T prepay telling me that I don&#**;t have any data available. I don&#**;t have AT&T. Then the next month it will be on the 27th. This has been going on for a while. I asked for an adjustment on my bill. They said they will change the password on my router, change the password again, none of this worked. They sent me another router then they said they didn&#**;t get the old router I sent back. This month they send me an email saying I am going over my usage. The first person said I was using 1 terabyte of H3733353532**303434H, then I was told I was choosing 2 terabytes of H3733353532**303434H. I think there is something wrong with the router. This morning they turned off my H3733353532**303434H and told me that they no longer want to do business with me. Their customer service is in ***************, I think. I demanded I speak with someone whose primary language is English, told me I was rude and used excessive language. I don&#**;t understand this ongoing issue. I am out of the $250 with no service. This puts a lot of trouble on rural residents. I would like to have a better adjustment than $140.00, reimbursement for the time I have been out of the H3733353532**303434H for the last year. My H3733353532**303434H is my only entertainment. This was a hardship on me when I pay my bill regularly. Nothing has changed in the last 2 months until I started complaining and got this new router that was connected.

    Business Response

    Date: 05/22/2023

    We have already emailed a prepaid postage label to this customer and explained her refund. We will issue a refund to her card upon receipt of our equipment. All this information was emailed to her.

     

    ****

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

  • Initial Complaint

    Date:03/14/2023

    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.
    I signed up for their service of internet provider based on their ability to provide effective upload speeds. They were unable to meet the needs, and I requested to cancel the service. This was done, however, I was not refunded the equipment cost because they stated that an antenae was missing in the box, when I know it was included. They stated that they have recorded messages to me about this not being eligible for a refund; however regardless, the right thing to do is refund my money when I was not able to ever use their service. Also, I even stated just reduce the refund by the cost of the dinky antenna, and I received no response. They said they would contact me back multiple times, and never did. I am very unhappy with this company and would like this situation addressed.

    Business Response

    Date: 03/29/2023

    Your credit card company does not allow us to issue you a refund. So, we mailed you a check, which you should receive soon, as you were notified in our earlier emails. Please feel free to contact me directly if you have any questions.
     
     Thank you.
     
    Sincerely,
    Dave
    Cyberonic Customer Service
    ************

Cyberonic Internet Communications, Inc is NOT a BBB Accredited Business.

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