I don't normally complain about things but STAY AWAY FROM BEND BROADBAND!!! This is the worst customer service I have ever gotten and the service completely sucks. I decided to switch to Bend-broadband when I moved instead of waiting an extra day or two for Century link and I was nothing but disappointed the whole three months I was charged for service. I hardly got an internet connection which was really bad for me because I go to school online and its hard to turn in your work when the internet won't work. Then when I go in to work with someone they told me they were going to give me a new package and not charge me for the month i hardly even got to use it. Then they end up charging me double? Then when I go in to shut off my service and explain my side of things I just get ignored and a rude lady is just like well thats how much we charged you, when I was trying to say what went wrong and she just treated me like I was stupid. I wish I could get the money back for my useless internet modem too. read more

"Get the answers you need anytime." Tech support 24/7? More like ZERO. After over 4.25 hrs on hold trying to reach the "help" line this week, I still have yet to reach any tech support. Cable TV connectivity and premium services are down more than half of the time. Internet down a quarter of the time. Seriously disappointed. Hated the expense of Comacast at previous home, but at least they answer their support line! BendBroadband sucks. Period. Paragraph. read more

Terrible service. I am a homeowner and had a renter who let the service stop due to not paying the bill. I got it squared away and the staff member I talked with was able to transfer the service to the other renter and said that because I didn't use their router or modem, they would not need to send someone out to get it connected so I did not have to pay the fee. They were able to reconnect that day and service was basically uninterrupted. Today, I tried to start service up again for a new renter and this time they said I had to pay a $39.50 fee even though I do not use their equipment and being able to start internet the last time without a technician was an error. Right. Besides the high prices for terrible internet service and customer service, there isn't too much wrong with the company. If you have any other option, go with some other company. read more

If there was less than 1 star, we would have checked it. We have had issues with Bend Broadbands quality of product for 5 months, spent countless hours on hold for service and are currently experiencing another complete down time. Yesterday we were on the phone from 6:32 - 1:00 with Bend broadband and on hold many times throughout the calls. I addition, when finally conected to the supervisor the call was dropped. When we left a message for the supervisor the 2nd time, we never received a return call. Not one person that we talked to offered to credit us for any of the downtimes we have had. When will we have a quality service provider of cable and internet service in Bend? This is ridiculous. read more

Not sure why other reviewers are having so much trouble with Bend Broadband, but we're quite satisfied with the service. We use it for Internet, land line and TV. We've had very few problems and have always found their tech support to be friendly, concerned and helpful. We opted for a less expensive speed when we signed on, thinking that we didn't plan to stream many movies. When we did start to stream more often, we had very slow service especially in the evenings. One call to tech support fixed the problem, and they told us to please call them back if the problem recurred. The only thing I'd change is access to movies on demand. We own a TiVo DVR and pay a monthly fee for the cable card, so we cannot access the demand service, since we don't rent a DVR from BB. read more

I used to love BendBroadband and I lived in Central Oregon for 13 years. Recently their service has gone into the toilet. For the past 5 days we've had trouble with our internet connection and I've done all the resetting. It took forever to get through to someone (I kept giving up after 30 minutes on hold each time). When I could not take it anymore I went ahead and selected to have someone call me back and I was contacted back an hour later by a customer service person (who let's just say was not local and likely not local to the United States) that was difficult to understand who then put me on hold another 30 minutes. Finally I spoke to a friendly technical support person who could not resolve my issue but gave me some ideas. The ideas did not work (it was not my wireless router) it was actually my BB connection and have not been able to get through again for additional support. So I am going to look into other ISP options in Central Oregon - there has to be someone better than BB. I am not sure why they are called BendBroadband, they have nothing to do with Central Oregon and they obviously do not care about servicing our community. read more

Our internet service continues to be terrible. It is not reliable and when available, very slow. That aside, the customer service from the local folks is great. When I get someone from a remote location it is very frustrating. I was in the local office today returning equipment and checking on account status for three different accounts we have. I was in and out in 15minutes. Terrific. Tonight I tried to get a programming code for a remote from the website and went around in circles. I then called TV support to get the code. I thought it would be a simple request. I wound up with someone from corporate in Wisconsin. The only account he had on file under my name was for my Mother who passed away January. I closed her account shortly after her death and verified it today at the local office with no problem. He had no record of our current accounts and would not give me the remote code. He was pretty smug. Apparently there is a major disconnect between corporate and the local office. Unfortunately I was so frustrated I told him to to something that was physically impossible and hung up. Sorry...but BBB service used to be great. It sucks now. read more

Awful company. They know they are the only "local" choice for Bend, and they use it to their advantage. Their download caps are ridiculous. They will tell you you are about to exceed your downloads for the month, but not allow you to see any proof or log in to check your usage. Then, SURPRISE, a bill for $400 in overages. (Happened to me, and 2 other households that like YouTube, Netflix and Pandora). Never again. read more

Service is decent, but the prices and policies are terrible. Had a $350 bill for my last month of usage, just for watching a little too much Netflix. Unless you keep an incredibly close eye on your usage you could end up with a bill like that. Let's just say I won't ever be going back to Bendbroadband. read more

Gotta love the "Because we can" pricing. Overpriced Internet and Cable prices even when using their "Cost-saving bundling". As an added F U to the customers, Bend Broadband paid some tree-grower in the Willamette Valley $7 Million for, get this "Carbon Offsets".... That is what your money goes towards when you pay that overpriced bill every month. read more

If they weren't my only choice. I would not recommend Bend Broadband for TV and especially internet. My internet is always going out. Tech support(after many calls) has not been very helpful. Billing is bait and switch. What they quoted me was not what I have been billed. Also, their mobile technology is archaic. read more

I have lived here for 25 years and have been a loyal customer of bend broadband, as bend got bigger there services continued to get worse and worse. However it's somewhat of a monopoly and at the same time it was not worth the handle of cancelling my several accounts and several services for personal/ business/ to properties I lease. But, today was the final straw, after I pay over $400/mo they wouldn't refund a 12 dollar charge that was their mistake. It's probably the least amount of money ever involved in a problem with bend broadband but it was more so the consistency of issues and there HORRENDOUS customer services. I don't care how difficult it is. I will find new providers and I will not give another cent of my money to these "local dogs"... What a joke. If I could rate negative or zero stars I would. And this is the first time I have EVER written a bad review. I'm just disgusted with the lack of customer service and customer appreciation.. I've spent 10's of thousands of dollars with this company and refuse to continually be treated this way. read more

Avoid Bend Broadband at all costs. Service randomly slows way down at certain times of the day, their customer service sucks and they will raise your rates after luring you in with their "promotional rate." They are now trying to charge me for a wifi router they claim I never returned. Overall they have not been pleasant to deal with since day 1. read more

Let me start off with saying that this review has taken me, Oh i don't know 30 minutes to write due to the outages we get every 5-10 minutes. I have never felt inclined enough to write a review on anything, but the service they are providing (Mind you my family pays for the 600Mbps package) is atrocious and I feel like people should know. We have called them over 30 times, have had 10 people come to our house to "Repair our damaged modem" But we know it is not the modem. It is simply them throttling our bandwidth because they know that we have no one to switch to. We have tried everything to stop these outages, but nothing works. This is by far the worst ISP I have ever had in the few years I have been on this earth. I would go as far to recommend people to not move to Bend so they don't have to suffer from these terrible internet speeds, Horrible customer service advocates, and the many hours of downtime you will experience. Bend Broadband get your stuff together, The community hates you, your workers probably hates you, and your customers are ashamed to have you as their ISP. read more

We live in Sunriver and Bend Broadband is a total mess. Spotty connection and very slow. Wait time today was 48 minutes to talk to technician. Never thought I would miss Chambers. read more

We had to get Bend Broadband because our previous provider does not cover our area--just the other side of Hwy 20. It's almost 2 years that we subscribed and we still do NOT have steady internet service. We have been calling for connection problems from the beginning, and we work from home. They replaced the modem, put up an antenna--of which they wanted to charge us $150 or we had to sign another 2 year agreement--replaced the modem again and now I was just informed by their tech that we are in a "Leopard" area: "kind of in the coverage area, kind of not." Bend Broadband will tell you their policy is not to give you any credit on your bill for no connection time. We received an email from someone in their customer service dept to let us know how much they have done for us, including giving us a $75 credit for the antenna. When I informed her that it's not a credit, it's not paying for the 1/2 of the antenna we agreed to pay IF we didn't lose internet for 30 days. We have not heard back from her. Imagine that? The customer service department contacts you, you respond and then nothing. They have pages of records showing how many times we have called and not one person from the company has stopped to say, "hey, this doesn't seem right." I would not recommend this company. Their tech support on the telephone is very professional and friendly but when it comes to refund, everyone points fingers and no one takes responsibility. Bad company. Bad for Bend. read more

Called a month before a move, spoke with a customer service representative, she said no problem, and booked the date for the service relocation. I let the agent know it was new construction, and I would probably need to have someone do a drive by, as they did the last time I used them to set up a service. She said that was unnecessary, as it was noted in their system as serviceable. I received a call about a week later from another agent letting me know they needed to do the drive by, and they would schedule me about a week out. I set a date with my builder, and he was kind enough to meet one of the technicians there. I was told this would not effect the move in install, which is over two weeks away, so far, fine. I got another call today with no voice mail, so I had to call back and sit through the customer service robots again, letting me know my services would not be set up until TWO WEEKS after my move, over one month from the time of the original service request. They later let me know I would be responsible for paying for a service I was not receiving, as the service would be disconnected from my first address before being installed in my new home. I had to escalate the issue before they agreed to not charge for the time I would not have service. The guy I escalated to had the nerve to try to upsell me to a higher package at the end of the conversation. What a joke. read more

Worst mistake trying to do business with them. The fact they are a communications company is ironic and laughable based on our experience. We have property to use for our RVs and wanted to run internet/cable to them to a pedestal - just as you would in a KOA. Since we were going to do the prep work ourselves we tried to get the specs as to where they would connect in from the road, how deep the trench needed to be, type of conduit etc. Sales people take the calls and cannot advise on anything other than packages to sell. They refer to "addressability" people who don't talk to you directly and only through sales and can only say it's serviceable or not. Trying to get anyone to come out and verify anything is impossible. Until you have an account they do not keep a record of the calls meaning every time we contacted them we had to go through the entire explanation and process again. In the end we put in conduit based on their description which they then changed location of where to connect into. We tore up the conduit only to find the they mislead us and we still don't know where to prep the conduit. We're going to alternative providers. Should have read their well deserved two star average rating before we started this project. read more

Taking time to write a review as I have done every other chore I can get done while on hold, again, for customer service. 57 minutes and counting.....! Not the first time either. So far in the last week I have waited in line at the office for 40 minutes, and never got waited on. Phone call wait time so far is 3 hours and 50 minutes, and I still do not have one simple thing resolved. Once things get working, it is OK, mediocre tv and internet service at an overpriced rate. Customer service folks are nice enough, you just can't get to them. I tried 3 attempts at the offer to call me back and not loose my place in line, but I never got a call back. I wish there was a competitor in town, I would switch in an instant. Horrible company overall. They are obviously just in it for profit since the don't have enough help, trying to cut labor costs? and charge high amounts. However, they don't seem to realize that it is the customers that provide them with their profits and they don't seem to give a rip about that. Do they ever read the yelp reviews? Do they care? And the strange thing is, I have been on hold and waiting after getting some information, and now want to increase my service and pay them even more! And they won't answer the phone. Awful. Maybe now that Bend is booming again, another company will come in to town. Let's hope so. read more

Awful company to deal with. I wanted to cancel my television service with them to obviously save money. So I live chatted them to let them know of this. The rep tells me they have to charge me a $25 charge to swap out my Alpha for a regular modem so that I can keep my internet service. So even though there is no contract for the service, I am being charged for something I have to return even though I'm paying exorbitant fees for renting the equipment anyway. When I asked her about the fees, she said that they normally charge $40 but she waived $15 for me. How nice of them. So at this point, they won't let me disconnect the Alpha because it's apparently too high tech to do so, and now have to wait a week to get an installation because I work and can't be home from 10-12. I used to have great admiration for this company, but this is long gone. I'll never get tv service through them, and I'm only sticking with them for internet because Century Link is even worse. Absolutely awful company to deal with. read more

We switched to Bendbroadband for our Commercial Phone Service in July of 2013 (we have 5 lines in a very busy office)- they had competitive rates and were offering an Integrated Office VOIP system. Well the switch over was a HUGE MESS and TOTAL FAILURE. They missed Deadlines, failed to deliver on the Phone System, and failed to even show up for the installation appointment all together. The SALESMAN was very apologetic and worked to fix problems but often had to throw his hands up when TECH or Management at BENDBROADBAND failed to deliver on promises and appointments. FINALLY with another Telecom Companies assistance (at our added expense) after 2 days later we got our phones up and running. We are a business the relies on Phones for Customer Service and Sales and they failed us completely during installation and set-up. For the next year service was not bad and rates were good. Then BENDBROADBAND was bought-out by a larger Company and everything went to crap. In the last Month we have experienced 3 TOTAL OUTAGES of service for half a day and more and ALL THE OUTAGES were due to their service engineering and updates. One outage effected our service for 2+ days with intermittent loss of service and resulting in customers getting busy signals when no one was on our lines. I had to make made 5+ calls with STUPID long Hold Times to Technical Service and Customer Support and NEVER got any real assistance. A one point they even had a fix because they pushed an update, but it required that you unplug your cable, power-supply and batteries from your Modems, but no one called us back to inform us of the solution I had to call more than a day later to again report the outage and then find out from an automated message about the fix. I was promised a return phone call from the Commercial Sales/Service Manager from a supervisor in Technical Assistance and that Never Happened. Basically I am out literally $1500+ in sales over our busiest season and NO REASONABLE service or restitution from a Commercial Vendor. DO NOT DO BUSINESS with Bendbroadband- they make Century-Link look good. read more

To be fair the internet/TV service is fast and reliable. However, the customer service experience is awful. You can be the judge. I simply wanted to look at my bill on line. Two CS reps provided completely inaccurate costing me over 40 minutes following their advice on how to gain access to my account. My issue is twofold - one the CS reps did not know the system and they both made me feel as if what I told them was not accurate. But it was as it turned out when confirmed by another CS rep. Here is the rub - I was on hold for 45 minutes to finally speak to that CS rep and actually was able to solve the problem using the original information I had but was told I was wrong. I stayed online just to express my dissatisfaction and report the poor performance and lack of training/understanding of the previous 2 CS's. But it gets better - when I asked if it was customary to have to wait 45 min on hold I was told that it was highly unusual and based on a high number of calls this day. I asked how I would know that to be true and inquired if there was a average call wait time. I was told I had to speak to a supervisor. Now I am nearly two hours in simply trying to review my bill and express complaint re: Customer Service. Supervisor when asked if this was the CS I could expect in future, I was told no. So, I asked again what is the average wait time to get assistance and what assurances I could get that my experience would not be the same in the future re: accuracy and effective assistance. I was told she "imagined" that was proprietary information, I asked who may know and that it only seemed like a simple variable for choosing ISP providers. She said she would no longer answer questions about my on hold experience and could not offer any assurances that I would not talk to ill trained, uninformed CS's in the future. I asked then if she was willing to give me a credit based on the poor CS performance and commensurate lost personal time. She said no. So, my conclusion is that this provider does not accept responsibility for the poor performance of their employees, makes it extremely difficult to file a complaint, will not provide actual names/emails so a written, and clearly does not want to address customer concerns should you have them. However that is what is so good about Yelp is that you all can make your own conclusion or use this experience and ask them when you are deciding if you will choose this provider or it's competitor. read more

If you have ever lived anywhere other then Bend, you know how bad these guys suck and how much they're screwing you. They glorify their internet speed (it seems the same as Portland, any place in Europe and even the middle east). They know their packaging plans blow, and over priced for what they offer via OnDemand (12 free movies? Seriously? You don't even have the balls to have the decent ones TNT, USA and TBS play over and over and over again available) Portland literally had hundreds of free movie options and you say you're a sister of that provider? They then give you a GB max roughly 100 less than most anyone in the country and charge up the ass for those who try and give Netflix a go rather than pay into their b.s. packaging plans (hint, the way they're cutting sports and non premium channels into packages) HD is quite nice actually, but we're back to the packaging plans they've drawn up to get your max dollar for basic standard everywhere else and what you pay for is rarely offered through their OnDemand. Now, the Federal Government is in control of stuff like this, not the state, so you know who to thank so nothing is going to happen there. Thankfully, you have the option to talk to non English speaking customer service reps in the Middle East if you chose to go with DirectTv or Dish. Bottom line, citizens of BBB.....you're getting screwed and think it's normal. read more

why pay bendbroadband 52.99/month, when you get better service from centurylink for 29.99??? the local dog has horrible customer service at a high price. business model seems to be right out of the inner city of any urban jungle... their billing department and customer service folks are nice until you need them to do any work to resolve issues on their end... then they recite verbiage from a script. one girl told me she would go and "Grovel" with her manager to see if they could remedy their own billing error. read more

Unfortunately, we consistently receive very slow speeds vs what we were led to believe by their advertisements, we consistently receive excuse after excuse why it is slow i.e. overloaded node, high usage times, modem limitations, IP address issues, etc, we consistently get put on hold for long periods of time while waiting to troubleshoot our daily internet problems, we consistently find ourselves unable to get real answers and instead are fed their standard scripted nonsense. The only thing you can rely on with this company is consistently poor execution of their product. I realize no business hits their mark 100% of the time. I also understand that events beyond anyone's control can temporarily cause outages. What I do not understand is how they can continue to charge for high speed internet but rarely deliver. Frankly, it's frustrating that we have such limited internet choices in Central Oregon. Based on similar reviews from other Central Oregonians, I think the "local dog" needs to consider the long term consequences of peeing in their kennel. We're all growing tired of the smell. read more

This company has the poorest customer service I have seen in a long time. When they installed our service I called per their instructions and paid ahead for the service over the phone. There was no connection fee. I don't live in the house full time and requested bills be sent to my permanent residence. Never received a bill there or at my permanent residence. They decided to disconnect my service without contacting me that my bill was overdue. Today received a call on how to return the modem which alerted me that perhaps something was wrong. I called them and they said they would reconnect me for $50. I don't think so. This was not my error. Finally talked to the supervisor and she was willing to split the cost. Still don't think so. This was not my error. Willing to lose a possible customer over $25? What kind of business does that?? Good luck Bend Broadband. All of the negative things I have heard about you are true. read more

This service sucks. I have had nothing but problems with this service, including receiving a variety of excuses for the lack of internet or streaming services, including the brand of TV, the use of apple products, having to reset or unplug the tv or devices, but the best was today when a smart-mouthed tech named Hector told me that he cannot guarantee the high speed wireless service I have paid for unless I plug the devices directly into the modem! So why did it work previously,I asked. I was informed by this jerk that since I wouldn't listen to his advice to plug into the modem for my "wireless" devices, he wouldn't explain himself again. This service is extremely slow, and comparable to early dial-up, if it works at all. Forget streaming TV services such as Netflix or Hulu during peak hours. Forget using the chat lines for tech support. Imagine having every device in your home plugged into the "wireless"modem? This company is a joke, and not a very funny one. Find someone, ANYONE other than Bend Broaband read more

This poor dog needs to be put of of its misery. One star is one too many. After dealing with century link, the boasting of how great broadband service is, we fell for the hype and deiced to have them install their products. They swore up and down over many phone calls the services where best in the area, and after having this set up now a couple weeks, I am ready to ditch this and go back to the other problems qwest has. So far i've had to spend over a hundred dollars in addition just to make one computer work, and a battery back up for my landline phone. The phone does a quarter ring then cuts out, beeps if still ringing, and no one can hear us on the other end of the phone. We've had their sales rep and installer out here a few times, and still nothing works right, after buying the additional equipment they swore would fix the problems. the computers- besides the new usb adapter, that now plugs up the front port instead of the back to make the internet ''work'', still terrible download speeds, videos cut in and out if they choose to load, dont use multiple pages open at once, system is so bogged down. Its a daily headache and hassle, none in the house has been pleased by broadband service. Tech support is rude, unhelpful and when someone does come onto the line after an hour wait, or if you want a call back, they NEVER do. Techs are always too busy to help, dont care about the problems, as long as they get their money. Who has good internet and phone service in central oregon? keep on looking, far as im concerned, broadband is nothing but comcast for the high desert. Dont waste your time, money or nothing with this company. I will be calling tomorrow to disconnect, that is if i'm not on hold for an hour or better. read more

the billing dept should take over e-mail services as they never miss sending out the bill for poor service.

already wrote one review but couldnt show it cuz e-mail was out again so could not confirm my post! tv programming does SUCK Even if you pay for higher teirs there is still nothing to watch unless your a moron and like things like Swamp people and unreality tv. they do not give you a credit when you complain about loosing your phone or internet for two days, 3 xs since I had it a year and a half. I wanted comcast but they do not service this area. Its expensive, customer service is rude. they always blame a weak signal but do nothing to fix it. I lost a job interview because My phone was out again! A good job too! I couldnt call out and I do not have another phone. They had the nerve to ask me that when I complained! If your service was so good why would I pay for another phone! I do not want a two year contract otherwise I would switch! does anyone know of a company that doesnt require a contract cuz I am on it If you do! read more