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:12/11/2022

  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.

  We've been supplied with in the stix internet for about three years now. It used to work amazing and it was a blessing. However, it suddenly stopped working and hasn't worked in over two years now. When I send them emails, they try and knock me down by saying, "you're more than welcome to cancel with us." They haven't supplied good internet or customer service and most of the time now, my emails just get ignored.

  Business Response

  Date: 12/28/2022

  On December 19th In the Stix Broadband (ITX) received a letter from BBB regarding a notice received from a subscriber specifying the following complaint towards In the Stix Broadband at *** **** ******* ******** ** *****: 

  
  We've been supplied with In the Stix internet for about three years now. It used to work amazing and it was a blessing. However, it suddenly stopped working and hasn't worked in over two years now. When I send them emails, they try and knock me down by saying, "you're more than welcome to cancel with us.". They haven't supplied good internet or customer service and most of the time now, emails just get ignored. 

  
  We would like to submit the following response: 

  
  In the Stix Broadband, would like to state that the person who filed the complaint to the BBB, does not have an account with us. The complainant is the son of the actual account holder. However there is validity to the statement about their quality of Internet connection/service. We have known that the connection is not good due to their location and tree interference. We were trying to help them out by providing them with at least some service over the past two years. 

  
  Knowing that the connection is low quality, we could not in good faith charge the subscriber. We have not charged the subscriber a dime for the Internet since November 2020. We did relay to the subscriber's son that we had thought we had found a solution that would work but, unfortunately, that never worked out like we and the subscriber hoped. 

  
  As a business, of course, we would like nothing more than to improve their service so we can keep a happy customer and profitable customer. We have sent multiple technicians out to their house many times to try and make service better but with no success. We have received quite a few emails from the subscriber's son, as he indicated, however we have responded at least to most of them with answers basically stating we are doing what we can, we know it's bad, that's why your service is free until we can come up with a better solution. At this point, over a year later, we still have not been able to come up with a better solution because of the tree growth in their area. Their house sits in a very low area and we cannot get a quality wireless signal to their house. 

  
  As the subscriber's son stated, we have repeatedly reminded them that they are free to cancel at any time, without any kind of penalty, charge, or resistance from ITX. We have even recommended some alternative providers they can check into, as stated below in a response to a message we received from the subscriber earlier today. Some additional information is provided in our response to the subscriber's son below. 

  
  Our response to the subscriber's son is that we kindly ask them to seek other service providers that may be able to provide them with a more reliable service as also indicate in the message below: 

   

  Hello 
  We are sorry that it has worked out this way and we really do understand your situation. Our solution we thought we had has not worked out so there really is nothing we can do. We as a business would love to be able to provide you with a quality service and be able to bill you, that is how we keep our doors open here. But that isn't how it is working out, and we are back to square one. 
  The trees have filled in over the years and that is why service declined. The signal just isn't what it was, and your house sits in a low spot with the most susceptiblity to the trees. Right now with the snow and ice its just as bad as it would be with leaves on the trees. Honestly, as en ISP the right thing to have done would be to have just canceled your account long ago since we can't provide a quality service but we feel bad for your situation so that is why we are allowing it to continue for free as we know its bad and there isn't anything we can do so we just let it linger on with hopes it is better for you then nothing, and maybe even better than Verizon's DSL. there. 
  The good news for you is that supposedly Comcast is running lines through there for their cable service. Last time we went through there we saw their. markers. Not sure when that will be but I'm sure when they are close.ready to provide service they will be sending you advertisement info. 
  Finally, you can always look at Starlink as well. We have heard good things about it. But it is a $600 upfront cost and about $100/mo, but it can deliver close 100Mb speeds. It does rely on line of sight to the southern sky so its possible you'll have to clear a few trees to get that. I'm not sure what wait time you'd have on them, you'd have to reach out to them. 
  Thank you for the understanding. 
  In the Stix Broadband Support Rob