Complaints

This profile includes complaints for Total Highspeed, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Total Highspeed, LLC

  1091 W Kathryn St Nixa, MO 65714-7435

• 

  Total Highspeed, LLC

  PO Box 1048 Nixa, MO 65714-1048

• 

  Total Highspeed, LLC

  14567 W Pine Hill Ln Billings, MO 65610-9342

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:07/08/2024

  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.

  Since *** 2024, we have had little to no internet service. I have called company at least seven times in the last two months to complain and each time I am told they will look into it and get back with me. I have had 2 service techs come out to look at issue. First one moved satellite from side of my house to the roof (putting holes in my roof). Problem not fixed. Second tech replaced parts in satellite and then said it was an issue with the tower satellite. Problem not fixed and not able to use internet at all. Told company we relied on internet for business and that we were paying for streaming services we could not use and an internet service we were not receiving. They said they would review credit and look into problem and get back to us. Every time I called, techs or customer service would say they would look into it and get back with us. Only received one call stating they were giving us 2 months of credit. Call made today, I was informed that there was probably not much they could do; meaning we may have to get service elsewhere. Told them, I have paid for *** and June and had no service and I would like a refund since I was going to have to find a new provider. They told me they could not do that and it would have to go to manager level but I was given a credit for July and August. I have to find another provider this month, which means I will not pay for July and August regardless. I will however, have to pay to set up service with a new provider. I should receive a refund for the months of *** and June since I paid for a service that they did not provide and still cannot provide. **************** regarding this issue has been very disappointing. Each department directs me to the other department and no one returns my calls about the status. The company needs to refund my payments for the month of *** and June for failure to provide service. If we had failed to pay our monthly fee, they would cut off our service immediately. Can you please help?

  Business Response

  Date: 07/15/2024

  The customer spoke with our customer service manager on 7/10 (after submitting this complaint) and was refunded 3 months of her payments.  There are times that we just can't get good wireless signal for a customer, no matter how much we try, and this was one of those times.  The customer was refunded and we have not had any further correspondence since then.  Thank you.

• Initial Complaint

  Date:11/21/2023

  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.

  Several months ago we had locator flags show up in our yard. No idea why. I mowed around them for several weeks. Eventually myself and our neighbors removed the flags. Then the flags showed up again and we finally saw contractor's working on some type of buried cable around the neighborhood. Eventually they make their way to our yard. Twice actually because they had to come out and fix something a previous contractor had messed up. When it was all said and done I had a large green box in my yard. I finally caught one of the contractors who informed me it was Total Highspeed. My problem is that this is a service I will never use and now I have a hideous box and a yard that is tore up. There was ZERO communication from Total Highspeed. It is extremely unprofessional and completely disrespectful to come tear up my yard and place an object in it with the intention of making a profit at my expense and never send a letter or place a flyer in my door letting me know what is happening in my yard. My neighbors are upset as well. None of them were contacted and none of us will use their service. I would like Total Highspeed to come back out and bury a box in the ground if it has to be in my yard.

  Business Response

  Date: 12/01/2023

  We are installing federally funded fiber optic internet in the *********** area.  We have all necessary permits and right-of-way permissions for the area.  This correspondence is the first contact we have had with this customer, otherwise we would not have known he was unhappy.  We have reached out to the customer directly to address his concerns and will discuss relocating or re-designing the location of the pedestal after that conversation and determining his desires.  We have also corrected the clean-up issues that he was referring to.  Construction is still under way and we had not come through with the clean up crews yet, but we made his yard a priority after we received this complaint.  Thank you.

• Initial Complaint

  Date:10/02/2023

  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.

  Started to dig up yard 9/28/23 still left machinery in yard as of today 10/2/23. I want to know when this company is repairing my yard. *** * ***** ** **** ** *****. No notice was provided about digging up our yard. We are not customers of this company and did not request they dig up our yard. Our gas line was dug into during this company's fiber install. The roots of one of our trees are damaged. Our yard is ruined with huge dirt patches. I want my yard fixed. Not with seed that we hope will grow, they need to fix my yard with sod putting it back to like condition before they damaged it. I am reporting this company to the Better Business Bureau. This is my 2nd attempt to get restitution for the damage. I have photos of the damage.

  Business Response

  Date: 10/05/2023

  We are installing fiber mainline along ***** **** in Nixa.  We are placing the line within the allowed utilities Right-of-Way and have obtained all necessary permits.  We have spoken with this customer, after her complaint was sent, and assured her that we will make sure her yard is restored as quickly as possible after the construction is complete.  Her gas line was nicked during the placement of the fiber line, which some***es happens when placing underground utilities, and we have paid for all necessary repairs to the gas line.  Thank you.

  Customer Answer

  Date: 10/05/2023

  Complaint: ********
  
  I am rejecting this response because: I have not spoken with anyone except a customer service representative when I called the company initially. They may have spoken to my mother in law in person, *******, but not me. They don't have her phone number. She is not an owner of this residence. I was told they would call me but they did not. About 1/3 of my yard is covered in hay now. I do not see that as restoring my yard to the condition it was in before they dug it up. I would like sod put in place to fill in the bald patches. Hay and seed before the Winter will leave my yard a muddy mess with huge bald patches come Spring. This is an unsatisfactory attempt at restoring my yard to the condition it was in prior to their digging.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 10/16/2023

  I have spoken with *** at Total Highspeed Internet Solutions. As of today, 10/16/2023, grass is growing where they dug in my yard. The grass appears to be growing fast enough to cover the naked patches before the snow and rain start in earnest. My greatest concerns should be addressed by the ground cover. I will follow-up with *** if I have additional concerns. Thank you everyone who helped.

• Initial Complaint

  Date:05/18/2023

  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.

  I have been a total high speed customer since I moved to my property in 2017. Since then, the internet service has never worked appropriately. The speeds are significantly lower than what is advertised, and the company has turned off all means of communication with their leadership. It drops multiple times throughout the workday, and customers are not appropriately compensated for their outages. Today, when it went out again, it was blamed on a bad router. A bad router that we have been told has been replaced 3 times. This is unacceptable and customers should be reimbursed appropriately.

  Business Response

  Date: 05/23/2023

  This customer did experience a service outage on May 18, due to a mower hitting one of our cables.  Service was restored within two hours and the customer was credited on her bill for the downtime.  Customer sent us a social media message, to which we responded, and also called and spoke with our team that same day, so I'm not sure why she says we "turn off all means of communications during outages."  We did have a core network outage last October that took down our entire system, including phone lines, but customers were still able to email and communicate via social media.  Customer has radio frequency internet service, which can be unreliable during poor weather (ice/snow/storms), but we are always quick to restore service and appropriately credit the customers account. 

• Initial Complaint

  Date:05/09/2023

  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.

  They canceled my service and refuse to turn it back on. Due to financial issues during covid and other medical issues my account got behind. I had been making payments. It got shut off again and I was told they would only accept credit card payments. Went to make a payment and they refused to take it and said I can no longer get service. For one of the only internet. Companies in my rural area to refuse service during these times is terrible. They increase prices and then refuse services after telling me I can pay in a specific way.

  Business Response

  Date: 05/11/2023

  Since 2019, this customer has been disconnected for lack of payment 9 different times.  Customer would wrack up huge balances of over $1,000 and then pay the full balance with a check that would then be returned for insufficient funds.  We have had dozens of payments from this customer that failed due to insufficient funds.  At the time of this last disconnect, the customer owed us over $800.  We will not be reconnecting this customer due to her inability to pay for the service.

• Initial Complaint

  Date:10/25/2022

  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 pay $92.85/mo for guaranteed 3mbps download speed. I used to get this on average but havent for several months. For the past two weeks our internet has either been completely out or goes out every few minutes making it unusable. I called Oct 21 and opened a ticket for the 4th time. It was escalated and when they couldnt fix it, it was escalated again. I was told it might be Monday, Oct 24th before I would receive a call back. On Tuesday evening Oct 25 I called again. I was told my ticket would be resubmitted but that tickets are worked in order theyre received. When I asked when I would get a call, I was told they couldnt promise anything. *** also asked twice in the past two weeks about a bill credit. I was told it my request would be handled by the billing team. When I asked them to install an antenna like my neighbors have I was told they would only do that if I upgraded to the $165/mo package. I just want usable internet like we got 2 years ago with them at the price I pay now.

  Business Response

  Date: 10/31/2022

  Over a brief period in early October, we experienced technical difficulties with our core network router flapping which caused intermittent service issues for many of our customers.  We tried replacing the router with a similar make/model, but it was also having the same issues.  We sourced and installed a new core router as quickly as possible, which has corrected the issue.  During the downtime, we updated our customers via email and social media of the issue and subsequent solution.  When the network was down, it also affected our headquarters in ****, **, rendering ** unable to take phone calls.  This lead some customers to feel abandoned,which was certainly not something we ever intended.  We are researching ways to have our phone system outside of our core network to ensure this situation does not happen again.  This customer will receive or has received a credit on their bill for the downtime they experienced and should have fully restored service now.  If customer is still having service issues, please reach out to our office via email ********************************** or phone **************.  Thank you.

  Customer Answer

  Date: 11/01/2022

  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,
  
  *********************

• Initial Complaint

  Date:10/17/2022

  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.

  This company provides internet. I had 3 months from January to March full of issues tickets: ****************** ************************************************************************* ********* *************************** ********* Over 3 months and I received no compensation when I asked the rep told me I have a better chance of going into the their home office in nixa Mo for a credit.. I left it alone at that point but here recently we’ve had another week of no service another ticket *********. I paid 107 on 10/13 and haven’t had consistent or my service is completely out since 10/9. Now I have heard directly from a rep today 10/17 that I’ll get a credit for this most recent incident but they can’t go back to January-March.. it’s within a year all the tickets and notes should be in there system. I want a refund back for services not rendered but paid for. I think it’s ridiculous that a company makes people have to go to the bbb to get a resolution and that they don’t empower their frontline that everything has to be escalated to a Tier 2 team that’s offline and you never talk with. So I want a refund for time effected January-March they can go back and see the tickets and how much I called. As well as for this most recent issue since 10/9. My service here ends 10/24 I need a refund 45 a month January-March and then 107 for October. I think 50% is fair for my time effort your lack of help and making me wait months for a resolution I’ll be looking for $121 refund or I’ll even settle lower give me back my 107 I just paid.

  Business Response

  Date: 11/01/2022

  Over a brief period in October, we experienced technical difficulties with our core network router “flapping” which caused intermittent service issues for many of our customers.  We tried replacing the router with a similar make/model, but it was also having the same issues.  We sourced and installed a new core router as quickly as possible, which has corrected the issue.  During the downtime, we updated our customers via email and social media of the issue and subsequent solution.  When the network was down, it also affected our headquarters in Nixa, MO, rendering us unable to take phone calls.  This lead some customers to feel abandoned, which was certainly not something we ever intended.  We are researching ways to have our phone system outside of our core network to ensure this situation does not happen again.  This customer has received a credit on their bill for the downtime they experienced and should have fully restored service now.  Thank you.
  
  **** ****** ******** ** ***** ********* ************ *** **** ***********************

• Initial Complaint

  Date:10/16/2022

  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.

  We have been without internet for 3 days and for the 2 weeks prior have had intermittent service. There is no customer service. And no offer of refund for non service.

  Business Response

  Date: 11/01/2022

  Over a brief period in October, we experienced technical difficulties with our core network router “flapping” which caused intermittent service issues for many of our customers.  We tried replacing the router with a similar make/model, but it was also having the same issues.  We sourced and installed a new core router as quickly as possible, which has corrected the issue.  During the downtime, we updated our customers via email and social media of the issue and subsequent solution.  When the network was down, it also affected our headquarters in Nixa, MO, rendering us unable to take phone calls.  This lead some customers to feel abandoned, which was certainly not something we ever intended.  We are researching ways to have our phone system outside of our core network to ensure this situation does not happen again.  This customer has received a credit on their bill for the downtime they experienced and should have fully restored service now.  Thank you.
  
  
  Tony Carlin
  Director of Human Resources
  417.851.1107 EXT 7003
  [email protected]

• Initial Complaint

  Date:10/14/2022

  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.

  On Tuesday 10/11/2022 our internet went down. I called the customer service desk. The rep I spoke with indicated his records show the interent was out in the area, but did not know why the interent was down or why or when it might be restored. I asked to speak to a supervisor who might be able to assist, I was told they would return my call.Here it is Friday afternoon (4:00pm) I still have no internet (we pay in advance, so this is a service already paid for), i still have not heard back from a supervisor (or anyone who could answer basic questions) and my ************ has been exhausted (I work from home and rely on internet service to perform my job duties).I would like a phone call from someone with Total Highspeed who can tell me what's going on and when we can expect service to be returned, and I would like a billing adjustment pro-rated for the 4 days (so far) of having no internet service.

  Business Response

  Date: 11/01/2022

  Over a brief period in October, we experienced technical difficulties with our core network router flapping which caused intermittent service issues for many of our customers.  We tried replacing the router with a similar make/model, but it was also having the same issues.  We sourced and installed a new core router as quickly as possible, which has corrected the issue.  During the downtime, we updated our customers via email and social media of the issue and subsequent solution.  When the network was down, it also affected our headquarters in ****, **, rendering ** unable to take phone calls.  This lead some customers to feel abandoned, which was certainly not something we ever intended.  We are researching ways to have our phone system outside of our core network to ensure this situation does not happen again.  This customer has received a credit on their bill for the downtime they experienced and should have fully restored service now.  Thank you.
  
  *********************
  Director of Human Resources
  *********************
  ***********************************
  

  Customer Answer

  Date: 11/01/2022

  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.

   

  Thank you for your assistance in resolving this matter!

  
  
  Sincerely,
  
  *************************