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Crystal Broadband Networks, Inc. complaints

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5860 Main Street
Clay City, KY 40312-1306 | Get Directions

(877) 319-0328

https://crystalbn.com/

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Total Amount in Dispute:
$1,440.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Crystal Broadband Networks, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Crystal Broadband Networks, Inc.

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6/29/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,440.00 Amount Settled: $0.00

Customer Complaint

3/7/2023

CBB is our internet provider, only because they are our only option. Our internet is out an/or buffering more than it plays. When we call and complain, they will first tell us it is working according to their computer system on their end. We have to argue with them to get them to even consider it is out. When they do finally agree we have an issue, they say we are the only household in our county with the issue. They come out and do a little work, put in a new router and get it workign, but within days we repeat the process. I pay over $144 per month and they say I have the platinum package. This is not platinum service. The last tech that was at my house even told me I shouldn't be paying more than $70 per month. We called on Saturday, March 5 to ask about repairing service. We were told technicians were out working, but when a tech came to our house on March 6, he told us no techs were out working on Saturday. Why lie to customers? Resolution Sought I want improved service. If the rest of Breathitt County can get service, my household should be able to have the same. I want my bill lowered to match the service I am receiving. They need to upgrade their services around my home so that I receive platinum service. Their equipment is junk, and the techs even tell you this.

Company Response

6/15/2023

Company states: CBN received a call from Susan on March 4th 2023 reporting the Internet went off. Upon checking the issue, we came to know that there was a power outage at our head end and once the power was restored, the Internet was back on for all the customers except for a few customers including Susan. So, CBN assigned A technician to check the issue on March 5th 2023. Our tech had changed the modem and adjusted the signal to fix the issue but that did not help as we got the provisioning error while authorizing the modem. So we worked with our provisioning team and fixed the issue on March 7/20/23 and CBN has credited the customer for the days the Internet went out. Also, the customer has signed up for shared bandwidth and will receive a speed of up to 15M BPS which will drop during peak time. So CBN disputes this claim and would like to close this ticket as soon as possible.

Customer Rebuttal

6/16/2023

Still buffers and not worth what we pay. They lie about service. If I had any other option, I would choose it but they are my only option so they get to keep robbing me.

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