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Business Profile

Internet Services

TOAST.net Internet
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 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:12/13/2024

    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.
    Ordered **** fiber internet through Toast Net, and within the month the internet would go out. Tried getting a hold of someone from Toast net on the weekend, and even though it said they have 24 hour support, no one ever called, I had to call Monday morning to get a hold of a tech. They opened a ticket with ****, and was given a dispatch for Friday morning. On Thursday they said they could have a tech onsite Thursday between noon and 2, but I told them that was unacceptable because i was at work, and to keep the original appointment. They then said the original appointment was canceled and now the appointment would not be until Monday afternoon. Also wanted to actually SPEAK to someone in billing to get a refund for the month, since it is prepaid service, and they only work through email, no one would call me.

    Business Response

    Date: 12/17/2024

    Great News! TOAST.net diagnosed and determined that a failing *** was the cause of the errors and loss of Internet.

  • Initial Complaint

    Date:01/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 paid for Internet service on 1/1/24 the Internet went out on 1/5/24 . On 1/8/24 I went to the office and swapped out the router. I got home and it was doing the same thing not working. I called toast net back and informed them of the situation. I was told I had to agree to paying a 150.00 fee for service call if the router was bad. I refuse because I have already swapped out my router with one that was supposed to be working. So they now refuse to send out a service tech because I refuse to pay them. No supervisor will answer the phone, I requested a refund for the month because I have no service, billing refuse to answer the phone.

    Business Response

    Date: 01/10/2024

    The customer's Internet is currently working.  In fact it started working just hours after this complaint was submitted.  The TOAST.net process to ask for a refund or adjustment to customer's account is to send an email to [email protected].  We have not received any communication regarding a refund or adjustment.  And the TOAST.net process before sending an onsite technician visit is that the customer must agree to a "possible billable charge of $100".  Any outside line issues are covered.  The only time the customer would be charged is if the issue is with their setup.  We did not bill the customer nor did we say that they would be charged $150.  We asked that they agree to the "possible charge."  Also, we did a lot of troubleshooting over the phone and swapped out the modem to make sure to avoid a dispatch.

    Customer Answer

    Date: 01/18/2024


    Complaint: ********

    I am rejecting this response because:

    I have swapped out the modem a second time and still have nothing but problems with the Internet. In fact ATT is here again 1/18/24 and still no resolution, still no adjustments to the bill , just more of the same old story. 

    Sincerely,

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

    Business Response

    Date: 01/22/2024

    Thank you for being a TOAST.net member!  It looks like the issue with your connection is finally resolved. Sometimes issues take time to resolve and multiple onsite visits.  We have continued to work with you to resolve the intermittent issues through this entire time.

    Currently, we are waiting for you to reply to let us know the issue is resolved to adjust the billing.  The service billing adjustment is done when the issue is resolved.  

    Customer Answer

    Date: 01/30/2024


    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,

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

TOAST.net Internet is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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