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GoNetspeed Reviews & Complaints

GoNetspeed is the trade name of NetSpeed LLC and affiliated telephone companies that sell fiber and DSL internet and voice in the northeastern U.S. This page lists the company's own contact, cancellation, equipment-return and arbitration terms, its BBB and Trustpilot figures as displayed on October 22, 2026, and the announced T-Mobile and Oak Hill joint venture, which had not closed as of that date.

REVIEWS & COMPLAINTS1on USAComplaints · none in last 3 yrs · latest 2012
PHONE855-891-7291Residential sales and customer service
WEBSITEgonetspeed.com
HEADQUARTERSRochester, NY
PROFILE CHECKED2026-10-22
Submit a Complaint Read reviews & complaints ↓ Call 855-891-7291 Official website ↗
EDITORIAL

Is GoNetspeed Legitimate?

Business type
Fiber and DSL internet and voice provider in the northeastern U.S. operating under the GoNetspeed tradename through NetSpeed LLC and affiliated telephone companies listed in its Residential Terms of Service; owned by funds of Oak Hill Capital according to
Website
gonetspeed.comSource: GoNetspeed Contact page, checked 2026-10-22
Headquarters
Rochester, NYSource: BBB profile for GoNetspeed lists '777 Canal View Blvd Ste 600, Rochester, NY 14623-2835', checked 2026-10-22
Owned by
Oak Hill CapitalSource: Oak Hill release of April 28, 2026: GoNetspeed is described as one of 'Oak Hill's existing fiber portfolio…, checked 2026-10-22

GoNetspeed is the trade name used by NetSpeed LLC and the affiliated telephone companies named in its Residential Terms of Service, with its own website, contact numbers and legal documents at gonetspeed.com, a New York BBB profile that shows A+ and BBB accreditation (as displayed on October 22, 2026), and ownership by funds of Oak Hill Capital according to Oak Hill's releases. A pending T-Mobile joint venture was announced on April 28, 2026. BBB complaint counts and the individual complaints published on BBB are allegations from customers. If you receive an unexpected request for payment, use only the phone numbers and customer portals linked from gonetspeed.com, to confirm it before paying, especially if it asks for gift cards or cryptocurrency.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBGoNetspeed, Rochester, NY
69 reviews · 57 complaints · BBB business grade A+ · average customer rating 3.29 / 5
Trustpilot
3 reviews · TrustScore 4 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 1 historical complaint about GoNetspeed, published in 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

Had an experience with GoNetspeed? Tell other people what happened.

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VERIFIED

Contacts & Payment

Customer service & general contact

Cancel, billing & returns

Other contacts

VERIFIED

Locations

  • Headquarters777 Canal View Blvd Ste 600 Rochester NY 14623
  • Mailing address396 Griffin Road, Suite 110 Bangor ME 04401
EDITORIAL

GoNetspeed billing, cancellation and complaints: what the company's own pages say (checked October 22, 2026)

GoNetspeed's pages and Residential Terms of Service (dated September 1, 2025), opened on October 22, 2026, give the routes below. Plan prices, promotions and fees depend on your address and signup, and your own order, bill and the current Terms govern.

Contact. The Contact page lists (855) 891-7291 for residential sales and for customer service (account services and billing), and (833) 374-5577 for technical support, which it says is available 24 hours a day, 7 days a week. Customer-service hours shown are Monday to Friday 8:00am-5:00pm ET (closed Saturday and Sunday); sales hours are longer, and the page says "Hours may vary by state." Bills can be paid by phone at (855) 955-3126 (New York customers) or (855) 955-3198 (all other customers), or in the customer portal linked from the website footer (separate portals for New York and for all other customers).

Cancelling. Section 11 of the Terms says: "Unless otherwise agreed to as part of a promotion or special offer, you may change or cancel the Services at any time, but you may be required to pay for certain construction or installation fees that may have been waived when you signed up for the Service." It adds that "you may also be required to return some or all of the equipment" and, if not returned, "a replacement fee". If you cancel all services, "your Services will be available until the cancellation date you select", "a credit for the remaining portion of the current billing cycle will be applied towards any remaining balance", the account "will not be terminated until all billing obligations are resolved", and any credit balance "will be refunded to the last used payment method". Section 12 says that if service is terminated within the first three months, "any credits awarded pursuant to the promotion will be reversed". The Terms name no cancellation phone number or form in the sections read. The company's FAQ page (gonetspeed.com/resources/faq/, opened October 22, 2026) says: "If you wish to cancel your GoNetspeed service, please contact our customer service team at (855) 891-7291." Keep the date, time and confirmation of your request. Section 11 also says services you downgrade "will be available until the end of the billing cycle in which the downgrade request is received; no prorated credits or refunds will be issued for Services removed as part of a downgrade", and section 4 says that if you cancel before paying the entire construction or installation fee you "agree to pay the outstanding construction or installation fee balance".

Read the rest of this section

Equipment. Section 5 says GoNetspeed owns the equipment it provides, that "upon termination of service, you must return all GoNetspeed equipment", and that otherwise it "may charge equipment non-return fees and restocking fees". The homepage promotions say the Wi-Fi router "must be returned at time of cancellation". The company's Return Equipment page (gonetspeed.com/support/return-equipment/, opened October 22, 2026) is headed "For Connecticut, Maine, Massachusetts, New Jersey, Pennsylvania, and Rhode Island customers" and says: "You can easily return GoNetspeed equipment by bringing it to any USPS Post Office and GoNetspeed will pay for the shipment." It has a form (name, account number, address) that generates a return label. The page does not state a return method for customers in other states, so ask customer service how to return equipment there, and keep proof of the return.

Billing and autopay. Section 10 says monthly service fees are payable "in advance", that GoNetspeed may "automatically collect payments" from your designated payment method, and that late-payment fees may apply. The homepage notes say promotional pricing requires continued enrollment in autopay and paperless billing. If you dispute a charge, write down the amount, date and what you were told when you ordered, ask in writing for a correction and for the account notes, and ask your card issuer or bank about its own dispute rights.

Arbitration. Section 18 requires individual arbitration (American Arbitration Association consumer rules) and waives class actions, but lets you use small claims court and says it does not bar you "from bringing issues to the attention of federal, state, or local agencies". The Terms give a 30-day opt-out window from the date you accept them, requested through customer service, and a written notice address: GoNetspeed Legal Department, 396 Griffin Road, Suite 110, Bangor, ME 04401. Before starting arbitration, the notice must give your name, mailing address, email address and GoNetspeed account number, describe the dispute and state the relief you request; if no agreement is reached "within 60 days after the notice is received, you or we may commence arbitration". The Terms also say GoNetspeed will pay your share of AAA fees if you gave 30 days' notice of intent to arbitrate and your claim is $75,000 or less. Section 15 limits liability to "THE AMOUNT YOU PAID US TO USE THE SERVICES" (or, at GoNetspeed's choice, supplying the services again).

Regulators. The FCC says you can file an informal complaint about internet service at fcc.gov/complaints or by phone at 1-888-225-5322, and that you should first try to resolve the issue with your provider. State public utility or attorney general consumer offices in the state where you live (for example New York, Connecticut, Maine, Massachusetts or Pennsylvania) also take telecommunications complaints.

EDITORIAL

Complaint record: BBB and Trustpilot as displayed on October 22, 2026

BBB (as displayed on October 22, 2026). The BBB profile for GoNetspeed, Rochester, NY says "GoNetspeed is BBB Accredited" and shows an A+ rating. The complaints tab shows 57 complaints in the last 3 years and 9 in the last 12 months. The reviews tab shows 3.29 of 5 stars on an average of 69 customer reviews. BBB's raw page data lists accreditation on 2019-10-02, file opened 2019-09-30, business start 2017-10-01 and incorporation 2016-07-14. The complaints published on BBB's page carry category labels such as Billing Issues and Customer Service Issues, with statuses such as Resolved and Answered; they are customer allegations and this page does not tally them. The BBB rating and the counts come from BBB and are not combined with other sources here.

Trustpilot (as displayed on October 22, 2026). The GoNetspeed page (gonetspeed.com) shows 3 reviews and a score of 4.0, a profile claimed in June 2023, and the notice "No recent history of asking for reviews". Trustpilot says it does not fact-check reviews. Three reviews is too few to show how customers generally rate the service.

This site's archive. A search of this site's approved complaints on October 22, 2026 found no posts that name GoNetspeed, NetSpeed LLC or its other brand names. It found one archived post from June 6, 2012 that names "Otelco Telephone Co", a predecessor brand whose successor entity Otelco Telephone LLC appears in the list of providers in the current Terms. It is a single one-sided account published without verification, it is more than ten years old, and it says nothing about GoNetspeed's current service.

EDITORIAL

Who runs GoNetspeed: NetSpeed LLC and affiliated telephone companies under one tradename

GoNetspeed is a trade name. The Residential Terms of Service say its internet and voice services are "provided by NetSpeed LLC, CRC Communications LLC, Netspeed Management, Inc., Pine Tree Telephone LLC, Saco River Telephone LLC, Mid-Maine Telplus LLC, Mid-Maine Telecom LLC, Otelco Mid-Missouri, LLC, Brindlee Telephone LLC, Blountville Telephone LLC, Hopper Telephone LLC, Otelco Telephone LLC, I-Land LLC, and Otelco Telecommunications LLC, all doing business under the tradename GoNetspeed". BBB lists the main profile as a limited liability company with NetSpeed LLC and Gonetspeed Fiber Solutions as alternate names, at 777 Canal View Blvd, Suite 600, Rochester, NY.

How the brand was formed. The About page says that in 2021 "five companies - OTELCO, OTTC, Lantek, GoNetspeed, and Icon – decided to bring decades of experience across a variety of technologies together". Oak Hill Capital, a private equity firm, announced that an entity it formed completed its acquisition of Otelco Inc. (then listed on Nasdaq) for $11.75 per share in cash, about $40.6 million in total equity value, in a release dated March 31, 2021, and described NetSpeed LLC d/b/a GoNetspeed as an existing Oak Hill investment serving Pennsylvania and Connecticut. The Bangor Daily News reported on May 2, 2022 that OTELCO rebranded as GoNetspeed, with Richard Clark continuing as CEO.

Network and service. The About page says the company's approach "means building for fiber, supporting DSL where it exists". Its homepage on October 22, 2026 advertises plans from 500 Mbps to 6 Gig, "No Contracts" and "No Data Caps or Throttling", with free installation and a router on promotional plans through November 30, 2026, and its release of October 6, 2026 (GlobeNewswire) says the company serves residential and business customers in Maine, Alabama, Connecticut, Massachusetts, Missouri, New Jersey, New York, Pennsylvania, Rhode Island, Vermont and West Virginia. Availability is by address. These are the company's own statements.

Pending ownership change. On April 28, 2026 T-Mobile announced, in a release reproduced on Oak Hill's website, definitive agreements for a 50/50 joint venture with Oak Hill in which, at closing, T-Mobile "expects to invest approximately $2.0 billion to acquire a 50% equity interest in the JV and substantially all existing residential fiber customers", in a venture combining GoNetspeed and Greenlight Networks. The release says the companies would operate under wholesale models and that the businesses would expand T-Fiber by T-Mobile to residential customers, so the billing company could change after closing. The release says the transaction is expected to close in the first half of 2027, subject to customary closing conditions and regulatory approvals. As of October 22, 2026 this page found no announcement that it had closed, so GoNetspeed's ownership is described as announced, not completed.

VERIFIED

Company Relationships

  • Owned byOak Hill Capital
  • Affiliated withOtelco Inc.
  • Affiliated withGreenlight Networks
EDITORIAL

Frequently Asked Questions

Who operates GoNetspeed?

The Residential Terms of Service (September 1, 2025) say the services are provided by NetSpeed LLC and a list of affiliated telephone companies, "all doing business under the tradename GoNetspeed". Oak Hill Capital's releases describe GoNetspeed as one of its portfolio companies.

How do I contact GoNetspeed customer service?

The Contact page lists (855) 891-7291 for residential customer service on account services and billing (Monday to Friday 8:00am-5:00pm ET) and (833) 374-5577 for technical support, available 24 hours a day, 7 days a week. The page notes that hours may vary by state.

How do I cancel GoNetspeed service?

Section 11 of the Terms says you may change or cancel at any time unless a promotion says otherwise, that waived construction or installation fees may be charged, and that equipment must be returned. The Terms name no separate cancellation channel in the sections read, so call customer service at (855) 891-7291 and keep the confirmation. The company's FAQ page says the same: "If you wish to cancel your GoNetspeed service, please contact our customer service team at (855) 891-7291."

Will I get a refund or credit when I cancel?

The Terms say that after disconnection "a credit for the remaining portion of the current billing cycle will be applied towards any remaining balance" and that a credit balance on termination "will be refunded to the last used payment method". Section 12 says promotional credits are reversed if service ends within the first three months.

Do I have to return the router?

Section 5 of the Terms says that on termination "you must return all GoNetspeed equipment" or non-return and restocking fees may be charged. The homepage promotion notes say the Wi-Fi router must be returned at the time of cancellation. The Return Equipment page, headed for Connecticut, Maine, Massachusetts, New Jersey, Pennsylvania and Rhode Island customers, says equipment can be brought to any USPS Post Office and GoNetspeed will pay for the shipment; it gives no method for other states.

Can I take a dispute with GoNetspeed to court?

Section 18 of the Terms requires individual arbitration administered under American Arbitration Association consumer rules and waives class actions, with exceptions for small claims court and for complaints to government agencies. It describes a 30-day opt-out requested through customer service.

What does BBB show for GoNetspeed?

As displayed on October 22, 2026, the BBB profile for GoNetspeed in Rochester, NY shows BBB accreditation and an A+ rating, 57 complaints in the last 3 years, 9 in the last 12 months, and an average of 3.29 of 5 stars on 69 customer reviews.

Is GoNetspeed being acquired by T-Mobile?

T-Mobile announced on April 28, 2026 definitive agreements (the release says T-Mobile expects to acquire a 50% equity interest in the venture and "substantially all existing residential fiber customers") for a 50/50 joint venture with Oak Hill Capital to acquire and combine GoNetspeed and Greenlight Networks, with closing expected in the first half of 2027 subject to regulatory approvals.

Where can I file a complaint about GoNetspeed service or billing?

After trying the company first, the FCC says you can file an informal complaint about internet service at fcc.gov/complaints or by calling 1-888-225-5322. You can also contact the consumer office of your state's public utility commission or attorney general, and file a BBB complaint.