Complaints

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

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  Gateway Fiber

  275 W Service Rd N Ste K Wright City, MO 63390-3395

  
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  Gateway Fiber

  313 N Gladstone Ave Jonesburg, MO 63351-1004

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:02/21/2025

  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 purchased the service 8 weeks ago and the install in not complete. I have made over ************************************************* my yards, they should up without communicating with me, wanted to take down my service at a moments notice and still do not know why the service is incomplete. When I call, they blame it on the weather, but on the coldest day they came to my home and damage my front yard and have not finished the service. When they have called, there is no message my phone calls are not returned. All I want is for them to let me know a date and time when the service is going to be completed. I still have wires in my yard and the service is horrible.

  Business Response

  Date: 02/24/2025

  This customer was installed on December 26th, but due to weather delays, the drop crews were unable to bury his line before conditions *********** drops from that time frame were buried until last week. This includes substantial snow cover, frozen ground, and other conditions that made it unsuitable to bury the line.

  The customer has reached out to customer service multiple times, expressing frustration with receiving the same response. Our installation supervisor attempted to call him twice but reached voicemail both times. He did return the call this past Friday at 8 PM, outside of office hours.

  His drop has now been buried, but a temporary line remains above ground. We have not yet switched him over to the buried drop, as he prefers to be home during the process. A follow-up service call is scheduled for Wednesday,2/26, at 12:30 PM to complete the switchover and troubleshoot any other issues ***** *** be experiencing.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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 contacted Gateway Fiber (GF) via online portal to install internet at ********************************************. Information provided by GF indicated the fiber cable would be installed (above ground temporary installation) at time of initial installation. Initial installation was arranged for 09-Dec-2024. GF ***resentative showed up at agreed upon time / date / address and installed a connection box onto the side of the house, but no temporary above ground cable as committed to by GF website. This GF ***resentative indicated I would be contacted by phone within a week and installation would occur within a month. GF did not contact me within a week, and did not install within a month. Numerous phone calls to ********** *** indicated they would escalate and prioritize installation, and I would receive a phone call. ** has never called back. It is now 2 months past when GF committed to install an above ground cable and no installation has been performed and I have never received a call. Phone calls I recently made to GF they indicated that installation was not possible due to frozen ground conditions, which was true for a short time, but is no longer the case. I called GF today and explained my concern, they responded with identical information that I have received from previous phone calls, promises of prioritization and action.

  Customer Answer

  Date: 03/09/2025

  Gateway Fiber expedited installation last week. They have completed their work. Installation is satisfactory. 

• Initial Complaint

  Date:12/17/2024

  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.

  ISSUE Nov 26th, there were 3 guys digging in the Gateway Fiber cable from the road to my house. They cut our electronic dog fence line.I had to leave.I left the overhead garage door open, so they could hear when the alarm indicating cut wire went off upon repair.They Promised they'd get it patched, and close the overhead door.I came home 6 hours later, NEITHER had been done. Alarm was still blaring and garage door was wide open. They LIED, filled in the trenches, and walked away.Someone could have stolen stuff from our home or garage. My dog now can't go out in the yard since e-fence doesn't work.I'm ******, disappointed, mad, and don't trust your company to do what's right.If they couldn't fix it, they should have shut the door, alerted your ********** shouldn't have taken you hounding me to get services set up, for me to then report the ********* have not earned my business nor my referral to neighbors. Get my electronic dog fence fixed that you sliced, immediately. Please send me an expected repair date.3 weeks have gone by.

  Business Response

  Date: 12/19/2024

  Last week on December 12th there was a ticket that came into Construction for this dog fence issue, ***** ****** responded to it and eventually got from the resident that the line was cut while our drop crews were doing their work,he then replied to Kennys email and asked that it be rerouted to Subterraneous for repair.  ***** sent the ticket to their group and has been asking for updates since.
  
  Our project manager talked with **** this morning about the issues, and he is being very polite about it all.  Repairing this dog fence is going to be challenging now that the ground is frozen.  He is open to solutions, including us simply stating that we cant repair it till spring due to locating issues.

• Initial Complaint

  Date:12/08/2024

  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.

  A cable man came out after trying to cancel on me 3 times in one day. When he finally showed up he tracked mud through my new construction home. He didn't put booties on and made me stand out in the mud and rain holding my phone as a flashlight because he didn't have one. He was complaining he had to kneel in the mud after knee surgery and was complaining he couldn't see up close. The he told me his boss would come back to bury the cable wire and they never came back to do it. Also, my 2 hard wires to my bedrooms are not hooked up correctly to the cable box. I have called numerous times and was told it was hooked up correctly. I was told they escalated it to a higher up technician and I got one email about telling me to fix it and I dont know how.Gateway Fiber Info Tue, Dec 3, 8:37AM (5 days ago)to me Hello,I'm reaching out about an escalation we received for your account about a switch not working. It seems on plume there is no switch connected. Please ensure that the wiring is as follows -ONT > Plume Pod > Switch If you put the switch before the plume pod, the only device that will get internet is the plume itself, anything else you connect will not receive an IP.If you have any other questions or concerns, please feel free to contact us at ************ - We will be more than happy to assist you!Thank you!IT Help Desk Specialist ******************************* Ph: ************

  Business Response

  Date: 12/19/2024

  The technician was running ahead on his route and was trying for earlier access was the reason for the call.  He explained that he sent a text message after leaving a voicemail.  He then tried calling again later, with no response.  He had an equipment pick-up as well in the same time slot in which he went to first, causing the arrival at 4:30 to be slightly delayed.  We provide appointment windows for our customers.  The technician did wear boot covers, but it was raining.  Dirty water did soak through the disposable covers causing water spots on her hardwood floors.  The switch and networking issues that the customer is referencing, was determined to be miss wiring by the Home Builder on the pre-installed and terminated Cat5E.  The tech did not test the interior wiring of the home while on-site.  The technician stated he doesnt have networking tools to test in that capacity.  We dispatched a service tech to test the existing wiring and determine the wiring was terminated incorrectly from the builder.  He re-terminated and tested the hardwire connection to the customers satisfaction.  We do not test the pre-installed network cables unless were utilizing them to deliver our service.  Her Gateway Fiber Network was installed based on wireless capabilities alone.  Poor communication between the installation technician and the customer were major contributors to this experience. The temporary line laid by the technician was explained to take ***** business days.  A leave behind was given to the customer with her Wi-Fi name and password, and his supervisors contact number in the event she had any questions or concerns.  The email she received from our ***, was sent to educate the customer on the wiring configuration.  Everything has been resolved to the customers approval as far as we know.

  Customer Answer

  Date: 12/20/2024

  Complaint: 22657084
  
  I have reviewed the business' response and am rejecting it because: what they were saying about the boot covers was a lie. The technician wasnt wearing any boots covers at all and it was not water on my floor but **** caked on mud. After he left I had to get a rag and cleaner and hand scrub it off, while on my hands and knees, a trail of mud in my front door and it got on my brand new carpet.  Thats why I was trying to tell the company because I have never in my life seen someone working in someone's home do that.   I was generally scared to have this man come into my home after he called three times trying to cancel on me and sounded upset when I said no I needed him there because of my daughters online school.   Im not trying to get him fired but they need to retrain him not to treat customers that way.   Also, the line for the cable was finally buried and they did send another technician out who did fix the issue with the hard wiring in the walls.
  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/23/2024

  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.

  Gateway Fiber installation has been a disaster. Almost 10 weeks ago, August 16 2024, the Fiber Optic cable was installed from the street to my home. I was promised that within ***** business days, the line would be buried. When I called 2 weeks later, they told me someone had cancelled the work order. When they came out 2 weeks after that, they realized they didnt have the equipment to bore underneath the driveway, so they left. They returned the following week to finish, and shortly thereafter the service went out. Two days later they installed a new cable above ground. So back to square one. Now I have to wait another week for the next available work crew.

  Business Response

  Date: 11/18/2024

  On 10/18, the drop had been buried.  On 10/19, we received a call from the customer stating that his service went out.  We dispatched a tech to lay a new temp line to get the cx back up in service on 10/21.  We sent it back over to ******* for the new line to be buried.  Unfortunately, new locates needed to be called in before it was buried.  The new replacement drop was buried on 10/30 and all services were verified restored.

• Initial Complaint

  Date:10/10/2024

  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.

  Gateway Fiber cut my cable internet line. Gateway Fiber left a newly installed line to a neighbors house sit unburied across my lawn for approximately 4 weeks. During this time they received numerous calls from me and my neighbor (their new customer). This disrupted the landscape service and complicated our use of our rear lawn for this time. Gateway Fiber had to call the buried utility locate service twice during this delay and my lawn was flagged and painted on 2 separate occasions. After all of this they showed up this morning with a trencher and buried the line cutting through my cable and internet lines. When we called to report the issue the said that there was nothing they could do and that it was not their problem. I work from home and had to cancel 4 client meetings. I was without service until the cable company could get a technician onsite to repair the others company's mistake. The Gateway Fiber crew also made a total mess of the area they dug up. They did not restore it at all. They jus threw down a couple of handful of grass seed. Gateway Fiber is a completely unprofessional company without regard for the properties they work on.

  Business Response

  Date: 10/29/2024

  Lawn has been restored to its original condition.

• Initial Complaint

  Date:08/27/2024

  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.

  Gateway installed cable at the condo we own in the complaint, in October 2023. However, they have never come back to bury the line, so it is draped from the street over 100+ yards to the condo connection. It is laying over lawns, landscaping, sidewalks, trees, etc. We have called 5+ times with a request to bury the line, and it still has not been buried.

• Initial Complaint

  Date:08/09/2024

  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.

  On July 19th, knowing there were plans from Gateway Fiber to pull cable on our block, I photographed our driveway at around 6:57am. There was no damage noted to my driveway. On the same day, I contacted the city of ******** (****) to inform them that there were no longer utility markings in our yard, Gateway had started construction and I was concerned. Digging was halted until that was corrected. Gateway Fiber continued construction work on July 22 in our yard. Following their construction, which ended about July 23rd, we noted a crack on one of the squares of our driveway. We immediately reported this to the City of ******** and ***************** with Gateway Fiber. We provided ************** with the date/time stamped photo of no damage from July 19th, a video of when their crew photographed our driveway and asked that Gateway Fiber, or their hired contractor rectify the situation. Additionally, and I note this as we have had a terrible experience to date, our yard is torn up, ground is sinking and grass is dead. ************** replied over the course of several days the following: they were attempting to locate their pre-construction video, still trying to find it, their video was too blurry to tell and then following no response for several days, it was cracked before they started. I have asked for their date/time stamped proof as I have met with **************, shown him our documentation and sent that to him. He now does not respond. Additionally, I filed claim #********** on 07/29 with Gateway for the damage. I was told I would receive follow up in 5 business days. I have not received any follow up or response. I am simply seeking to be made whole from the damage to my driveway and yard that Gateway caused.

  Business Response

  Date: 08/26/2024

  Pre-excavation photos and videos of the driveway taken just prior to the commencement of excavation clearly demonstrate that the crack noted by the complainant is clearly apparent. Complainant has accused our personnel of altering time stamps on photos and videos, which is patently false. All documentation depicts the crack prior to activity and the City of ******** personnel have confirmed that the crack was not caused by excavation from Gateway contractors.

  With respect to the condition of the yard, contractors are working to restore all yards to as new or better condition this week. Ongoing activity inhibited them from fully restoration until this point.

  Customer Answer

  Date: 08/27/2024

  Complaint: 22116794
  
  I have reviewed the business' response and am rejecting it because: I provided a photo that was geotagged at 6:57am on 07/19 prior to when Gateway started construction documenting that there was no prior existing damage to the square of our driveway in question.  The subsequent photo eventually provided by ************* with Gateway was altered - as it was placed through a program and the date and time stamp and incorrect physical address was added. They have refused to provide a photo that was geotagged at the time it was taken. 

  Conversely I have provided a geotagged photo showing exactly when that photo provided by ************* was take by their contractor showing a crack -  based on our security footage it was taken by the contractor at 11:00:17am on 07/22/2024.  I ***orted the damaged to Gateway on 07/23/2024.

  I have text messages from ************* over an extended period indicating 1) they could not find the photos 2) the photos were too blurry; 3) they have the photos but would need to get to me later 4) provided me with the above referenced photo that I believe was taken on 07/22/2024 (see attachment) 5) he then sent a very blurry video that was taken on 07/19 that shows absolutely nothing (date stamp on our security video was 13:58:43) along with a still photo of the city of ******** vehicle parked on our street 6) ************* then stated that work started on our street on a different date than when it was actually started/completed because he was referring to the altered photo with an incorrect address on a completely different street.

  Further the city of ******** has stated they are not involved and I need to discuss with Gateway and the contractor as they are responsible and would not have documentation. The city of ******** (****) was on site on 07/19 but did not confirm anything to either Gateway nor the Neubauers regarding prior existing damage to the driveway.

   I will further remind Gateway, as i have informed ************** from Gateway, that we have multiple security cameras in our front which we downloaded video to validate our position.  All video is date and time stamped.  Additionally we have provided these to ************** on 07/23 when I initially informed him and the city of ******** to the damage done to our driveway by Gateway fiber.  Finally, we met with ************* to review the photos and video along with the contractor and transparently shared the geotags and date/time stamp on the video (which is also clear in the documentation that was sent to *************).  We have not experience similar transparency from ************* or Gateway nor have either been timely to follow up in accordance with the timelines they freely established to follow up.

  We are again requesting that Gateway pay to ***air the damage/crack on one square of our driveway caused by construction done by or contracted by Gateway Fiber. Further we ask that the BBB *** from Gateway complete his own investigation rather than having ************* craft the response.

  We are simply seeking to be made whole via ***air to the one square of our driveway caused by Gateway fiber and/or their contracting services in their efforts to run cabling through our neighborhood.  I am actually quite shocked that they would treat any one like this, particularly a disabled veteran and his family.
  

  
  
  
  Sincerely,
  
  **** And *********************************

  Customer Answer

  Date: 08/28/2024

  For clarification, photo 20240719_065759.jpg is the pre construction photo that I provided to Gateway showing no crack. You can see that it autosaved with the date and time stamp from the geo tag.

  Photo screenshot_20240723_192202_wyze.jpg is a screen short of the longer footage from our security camera geo tagged in Wyze's cloud.  You can see the date and time stamp clearly from the cloud server in the photo/screen shot.  We do have the full video footage but it would not upload to your servers.

• Initial Complaint

  Date:05/30/2024

  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.

  Gateway came into our community to install fiber lines 5/7/24. They did not notify me that they were going to be digging on my property as I did not ask for any services to be completed. They dug in 3 separate locations in my front yard right where I laid new sod. They did not put new sod or new seed down and instead just threw straw on it. I have made several attempts to call the company to get my yard new sod in the areas they damaged include the new bare spot they did. I even put in a ticket and each time they tell me someone will call and no one does. Why would anyone want to go with a company that destroys yards and can't even call back the people who are affected. I didn't ask for this nor will I ever go with them, but my yard needs fixed

  Business Response

  Date: 08/05/2024

  This customer's yard was put back in order.

• Initial Complaint

  Date:03/18/2024

  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.

  In July 2023 we received a brochure from Gateway Fiber (OF) that they would be expanding their service to our **** of ************, **. In particular, the website says No hidden fees, data caps, contracts, or installation fees. We applied online on July 25, 2023 and were given a subscriber account number ******** and a work order number ********. Construction started and continued through the summer. As work progressed we saw the fiber cables being pulled and junction boxes being installed along our road. I called **s customer service in the fall and their representative verified their records of us as a future customer and said construction was anticipated to be completed in late November and we should hear something soon thereafter about connection. We heard nothing else till the week of February 12 when two ** representatives stopped at our house. They gave us a copy of a ** brochure which restated that there were no hidden fees, data caps, contracts, or installation fees. The representatives confirmed that service was coming and we should hear something the week of February 19th about connecting the service. We received an order confirmation number (******) on February 21st. We did not hear from **. I called **s customer service the week of February 26th to discuss the situation. The ** representative was unsure what the problem was and would get back to us. On March 8th I received an e-mail from the Vice-President of Sales stating, in part, your address falls outside of the grant **** so we can't deliver service to you. The VPs e-mail went on to say that for $2445.00 they could extend the service and make the connection. In no previous communication has Gateway Fiber told us that we are outside of the grant **** nor were we told that there would be a cost or any type of fee to get the service from the road to our house. We believe Gateway Fiber has used misleading and false advertising and has failed to provide services as agreed and promised.

  Business Response

  Date: 04/03/2024

  In April of 2022, Gateway Fiber was *****ed a ***** by NTIA to deploy broadband into areas specified in the ***** ************ This ***** ***** included areas in ***********, ***********, and *************
  
  As part of our efforts to determine prospective customer interest, our marketing efforts were targeted to general areas where we planned to utilize ***** ******* to partially fund the cost of construction. Those marketing initiatives were not a guarantee of service, nor was it implied that every home that received a mailer or advertisement would be eligible for connection.
  
  Unfortunately there is always a delineation point where construction starts and the project (and related *******) ends. Utilizing the plans provided to NTIA for the *****ed *****, that demarcation point was just outside the area for the complainant in question, hence the reason that he was informed that he would have to partially incur the drop cost from where the ***** funded infrastructure was to his premises.
  
  While our goal at Gateway Fiber is to connect the unserved and underserved, there are circumstances that are cost-prohibitive. We evaluate each of these situations on a case by case basis and will do all we can to connect customers when feasible.

  Customer Answer

  Date: 04/04/2024

  Complaint: 21450732
  
  I am rejecting this response because:
   Gateway Fibers response is not an effort to resolve this issue. The facts are: 1) Gateway Fiber marketed their fiber optic internet service coming to ************, ** in July, 2023; 2) We responded to that marketing effort applying for internet service and agreeing to pay $65 per month for the service; 3) Gateway Fiber accepted our application and provided us an order number, a subscriber account number and a work order number; 4) For eight months we waited for the completion of the fiber optic installation and notification of pending connection; 5) During that eight months I spoke to a Gateway Fiber customer service representative twice and two Gateway Fiber representatives in person at my home who lead us to believe that service connection was imminent.
  
  In none of the marketing material nor on their website is there a mention of a limited service area or a grant ***** No one I had contact with from Gateway Fiber prior to March 8th ever said we were not in the service area nor would be denied service connection. They used misleading and false information to entice us to apply for service. (marketing No hidden fees or installation fees). I believe that by offering the internet service and accepting our application for service and offer to pay for that service Gateway Fiber entered into a contract with us which they have breached.
  
  The only acceptable resolution of our complaint is for Gateway Fiber to make the agreed to service connection, at no cost to us, and we will happily pay the monthly service charge for a working internet connection. We will continue to pursue this matter otherwise.
  
  
  Sincerely,
  
  *************************