ComplaintsforSoftcom Internet Communications, Inc.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without internet that I have paid for on a consistent and seemingly rotating basis over the course of the last several months. Calls to the company for help are met with the typical reset your router etc. I have been understanding, but twice in a row now, my problem was magically fixed within minutes of threatening to end service. Tonight, they told me my service absolutely has zero connection (even though I could verify) and for this reason there was no possible way they were throttling my speeds. On the 10th of January and again on the 5th of February 2024 I have been met with the exact issue of having no internet all day, attempting to resolve with their techs, promised it would be settled after "tower work" was complete only to still have no service. My second complaints of the day each time were met with immediately improved speeds from 5.0 mbps to 90+ mbps. The tech on the phone tonight especially ticked me off when he aluded to the fact I have no idea what I am talking about and there was no way my atennae worked. (If this was the case, why isnt it being fixed, or why am I not notified?) I stream for a living and am legitimately irritated that the tech tried to insult my intelligence. He also refused to provide any info into their so called tests.

  Business response

  02/21/2024

  To Whom It May ****************** appreciate the opportunity to respond to the complaint filed by ***************************** regarding the internet service provided by Softcom Internet Communications, Inc. We take all customer complaints seriously and strive to ensure that all our customers receive high-quality service and support.
  
  Account and Complaint Overview: ***************************** has expressed dissatisfaction with her internet service, citing inconsistent speeds and service interruptions. We understand the frustration that any disruption can cause, especially for customers relying on our service for their livelihoods. However, it is important to clarify that ***************************** is not the account holder or an authorized user but appears to be associated with ****************************, the actual account holder.
  
  Technical Support and Service History: Our records show multiple interactions with the account associated with *****************************,including attempts to address and resolve speed and connectivity issues.Specifically, on January 10 and February 5, 2024, our technical support team engaged with the customer to troubleshoot and offered an equipment upgrade to improve service quality. Unfortunately, the proposed upgrade appointments were declined or not pursued by the account holder.
  
  Misunderstanding ***************** Throttling: We want to clarify unequivocally that Softcom does not engage in throttling internet speeds for any customers. Our goal is to provide the fastest and most reliable service possible within the technological and infrastructural limits of the customer's speed plan. Any extreme fluctuations in speed are likely attributable to technical issues, which we have consistently sought to resolve.
  
  Resolution Efforts and Customer Communication: Despite challenges in communication, particularly with ***************************** blocking further contact, we have made repeated efforts to resolve the reported service issues. We have also extended an offer for a complimentary equipment upgrade to significantly enhance service quality.
  
  Final Notes and Moving Forward: While we regret any inconvenience ***************************** and ***************************** *** have experienced, we remain committed to resolving their concerns. We reiterate our offer to upgrade their equipment to significantly improve their internet service. Additionally,we are prepared to review the account for any billing adjustments that *** be warranted due to service disruptions.
  
  We respect the rights of all customers to express their concerns and seek resolution. Our team is on standby to assist ***************************** and ***************************** in finding a satisfactory resolution to their service issues.
  
  Conclusion: Softcom Internet Communications, Inc. is dedicated to providing reliable internet service and exceptional customer support. We hope to move past this misunderstanding and continue serving **************************** and ***************************** with the high-quality internet service they deserve.
  
  Best Regards,
  
  ***********************
  Vice President
  Softcom Internet Communications, Inc.
  ******************************************

*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. ↩