ComplaintsforSocket Telecom, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered ***************** They came out when I wasnt present and installed a line into the side of my garage. They had said they would install it where the current service was (other side of house). Ive been arguing with them for months to locate it properly and now they want to charge me $700 and trench up my yard. When I asked about it, they said they would trench from my garage over to the other side of the house 220 feet. They cant explain to me or provide a drawing. Meanwhile, my neighbor has service in the same area out of the service manhole Ive been telling them to access. They keep telling me its my fault because I wasnt present when they came to install the service but I never thought Id have to be there because they said they put it where the current **************** was. They did not do that.

  Business response

  07/30/2024

  The request to move the fiber drop was received after the work was completed. Site survey, typically $150, was created and completed with the customer. To move the drop, charges would occur as this was advised at the time of the site survey creation. 

  If customer approved charges and makes payment, this will bring the drop from the case they are spliced in currently thru the duct between the vaults to the vault at the north side of the property then plow the drop to the northeast side of the house by the tv box. An itemized invoice was created and available to the customer with the breakdown of the cost to move the drop. At this time only payment received has been $75 of the total $947 estimate. 
  

  Customer response

  07/31/2024

  Complaint: 22060138
  
  I have reviewed the business' response and am rejecting it because:
  
  First, they are not addressing the original issue, which is, they said they would put the service where the existing internet service was, and they have never done that. Now they are charging an exorbitant amount of money to correct the error they made.

  Second, no one at socket can explain to me why they cant just run a line from the manhole on the northeast side of my property to where it needs to be without all this additional work. My neighbor has recently been given a service out of that manhole directly to his side of the house nearby mine -why cant I have that?I find it hard to believe theres only one line hookup available in that manhole?. The manhole on the northwest side of my house goes to my house (albeit not where it needs to be) and to my neighbor to the west (2 connections).why is the manhole northwest of my property limited to one connection and why would I have to pay for it to be done correctly?

  Thirdly, this whole process has me feeling singled out and punished for not being present at the initial installation. Again, I was told I didnt need to be there and they would just put it on the side of the house where the existing service was.

  Fourth and last, socket used to be a reliable company. I had your service and enjoyed at another location . I never had a customer service issue. Now all of a sudden, you are charging for things that none of my neighbors have had to pay for. Its highly unusual! If its not, then please detail another similar case? Fixing the error that you made would be a small financial expense for Socket but for me, a nearly retired individual trying to run a small business its a significant financial matter. Please get this line moved. ****

  
  Sincerely,
  
  *************************

  Business response

  08/02/2024

  Standard installation process we typically will mount the *** on the same side of the home that existing utilities are. Unless the layout of the home keeps us from doing so or obstacles keep us from doing so, that is the normal process. This is specific to the power as the utility, not existing internet services with another carrier. 

  No invoice has been created as we have not moved the drop. If the customer would like the drop moved, the fees would still apply. 

  Customer response

  08/06/2024

  Complaint: 22060138

  
  I have reviewed the business' response and am rejecting it because:

  I would like a Socket employee with knowledge of the situation and the constructed layout of the Socket manholes, to please come out here to speak to me about the matter. Do not send the last guy that came as he literally said he had "no idea how the service manholes worked in my area, but he would report back to Socket what I wanted". I'd like this knowledgeable person to make a clear demonstration of why I can't just have service out of the manhole on the 'correct' side of my house, the side that my neighbor literally just had installation out of. If they have to open the manhole and show me that there is only one connection in that manhole and my neighbor already has it, then let's do that. All that I'm hearing from Socket is there is huge expense ($975) to relocate and pull wires. I want you to demonstrate to me that is the only way, otherwise I am assuming you are missing something or you are punishing me.

  I would be happy to open the manhole and send you photos?

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/4/24 I was no longer able to access a page on the website www.newstribune.com. After checking with the website IT techs they could not find any problem with their website. They then replied Are you using Socket, and do you know if it is working through different internet providers? I'm asking in hopes of narrowing down some possibilities to try to figure this out, as we think it might be an issue with Socket." I then ran a speed test on ********************************************************** and the download speed was 34.6 Mbps and the upload speed was 6.5 Mbps. I called Socket.net on 7/11/24 and after a heated conversation with a lady who would not stop talking, listen and offer anything except excuses and was no help with the problem by offering to check out their equipment at my home and she hung up on me. They advertise service of 100 Mbps which I have never able to get. Had I noticed the * rating on BBB before I signed up with Socket.net I would never have changed from my previous Wifi provider. The only reason I did was because they offer optic cable service which I now feel is no benefit because of their poor service otherwise.

  Business response

  07/12/2024

  Socket reviewed the ticket and the call recordings. Confirmed that services are provisioned and delivered for the package speeds. We can not guarantee speeds over wifi and speedtests are recommended to be hardwired connected to the router as well as the optical network terminal. Speedtest should then be the downloaded application with the wifi disconnected for the best results using a computer or laptop. The technical support agent assisted with the call, by trouble shooting up to Socket's equipment confirmed that there did not appear to be any issues that would result in poor speeds. 

  Customer response

  07/15/2024

  Complaint: 21974409
  I am rejecting this response because: I connected with Socket because they advertised up to 100 Mbps using optic cable. After the first installation they put the modem in the garage which according to the Socket installation serviceman is against Socket policy to install a modem in the garage. Since the signal could not exceed about 50 Mbps I was told the modem should be moved into the main house. I paid Socket $120 to move the modem which I shouldn't have to because they installed in the garage against their policy which should not have been done. Moving the modem to the house increased the signal to about 75 Mbps which I agreed was acceptable based on the opinion of the service person as the best I could expect even though there was no clear explanation of why the 100 Mbps could not be obtained. The signal has been satisfactory until 7/4.

       After having the problem with opening a website window on 7/4 the signal dropped to about 35 Mbps as described in the BBB complaint. Up to now I was able to talk to helpful Socket tech support people and get help resolving a problem at my home location. It seems now Socket has changed their policy in offering help assuring satisfactory service to customers and will only check their service at the office. It seems now and one has to just accept their word the signal is fine (whatever that means) when the service at the computer in my home is only 35 Mbps.

  I changed to Socket because I thought it was a reputable company, but now it seems like all they care about is selling a substandard service and then couldn't care less about satisfactory service after the sale.

   
  Sincerely,
  
  *******************************

  Business response

  07/17/2024

  There are not any open trouble tickets currently on this account. If you are still experiencing issues with hardwired connection we recommend calling technical support for further assistance. Wireless speeds are not guaranteed. 

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got the service a few months ago and it is very unreliable. Always shutting down. And the internet speed is not as advertised.

  Business response

  12/05/2023

  ****,

  Thank-you for taking the time speak with me in regards to you issue.  We are glad to hear that you were able to resolve the problem.  If you run into any additional issues, please don't hesitate to reach out to our technical support at *************.  

  Thank-you,

  ***** ****

  Customer Service Manager

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During installation, my sprinkler line was cut, even though I paid to have my lines marked by the installer. I called socket and they agreed to cover the cost, and they mailed me a check. The envelop that I assume came to my home looked like junk mail, so I threw it away. After a couple months without receiving the check, I called and we determined this, and they cancelled the check and agreed to send me a new one. It has now been around 6 weeks, and I've called multiple times per week, and I've still not had a resolution. Each week they say to wait a week and then call back, which again occurred today. Multiple agents have said they would reach back out to me with updates, and only one did a few weeks ago.

  Business response

  11/20/2023

  Socket reached out to the contractor that originally sent out the check. The contractor confirmed that a new check was mailed out on 11/13/23. Reference number for tracking was created on the account, #*****, and update was received on 11/17/2023. 

  Customer response

  11/21/2023

  Complaint: 20885004
  
  I am rejecting this response because:
  
  I have still not received the check. I called on Friday the 17th and the agent said they were still waiting on the check to be mailed, so I doubt it was mailed on 11/13. 

  A satisfactory resolution would be to cancel the check and give me credit on my socket account if that could be done. 

  
  Thanks!
  
  *************************

  Business response

  11/22/2023

  The check is being issued by the contractor. Unfortunately we can not apply this as a credit on the account as it was paid directly from the contracting company and not Socket. As previously stated the check was sent out in the mail on 11/13. Depending on the **** mail system and timeline it should be delivered to the customer's service address. 

  Customer response

  11/22/2023

  Received check, please close

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Invoice date range is from September 5th-October 20th. I’m being charged for two months when one statement shows 5th-20th and the other shows 1st of October through the 20th of October.

  Business response

  11/02/2023

  Hi *******, 

  We have reviewed your account details and the billing is accurate for your account.  Our records indicate you signed up for service on 9/5.  The invoice sent in September is for September service only, but not due until 10/20.   We did not make the September invoice due until the following month since you did not have service for the full month.

  The invoice sent on 10/1 has a $75 charge for October service, which is a full month payment for October service.  Thus, the charges are not duplicate.  The due date does not reflect the service dates.  Our service dates begin on the 1st of the month and run through the end of the month.  This is why you are seeing a prorated invoice for September that is less than the $75 package+router you signed up for. 

   

  Please let us know if you have any additional questions and we will be happy to clarify them for you.

  Thank-you,

  Socket Customer Service

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Socket came through my neighborhood and installed fiber lines. Socket cracked my driveway and DESTROYED my lawn.threw rocks and trash all over my yard. I am a totally disabled combat veteran (hit in ****) this home is all I own and socket came here and destroyed my property. I have clear dated photos of before and after. I have e mailed them DOZENS of times, over a Year always told that a field manager ( the one who told me "fuc# your mother" in Spanish when I asked him to be careful after cracking my driveway. ) would be in touch. NOTHING. My lawn was beautiful. Again I have pictures, and I am IGNORED or cussed out. Told Fuc$ your service (I have all of the cussing on camera as well as all of the damage being done. Respect my property and repair your negligent damage.

  Business response

  11/17/2023

  Socket has reviewed the Better Business Bureau complaint.   Our findings indicate the damage to the concrete was not completed by Socket.  Cracks in the driveway and sidewalk were present before Socket work being completed. Yard restoration has previously been completed. 

  Thank-you,

  Socket Customer Service

  Customer response

  11/17/2023

  Complaint: 20811583
  
  I am rejecting this response because:
  There has been  NO YARD restoration.  The last time they were in my yard they were still destroying it. Big holes ALL my grass was killed. $2500 in damage to the yard. Killing all of the grass has caused soil erosion.  They have done NOTHING to remedy this situation other than tell me that they would "pass it along to the field supervisor." They are making false claims,  they have only given false promises.  Not a word about telling me  "F#ck your mother " when asked them NOT to kill my beautiful lawn (see photos) I am a disabled combat veteran.  I am unable to fix my yard myself. I have been cussed out, threatened and treated like I was damaging THEIR property. Not a single solitary action has been made to restore any of their damage. I reject their untrue assertion and again request a compensation to hire someone to fix my yard.
  
  
  Sincerely,
  
  *******************************

  Business response

  11/21/2023

  Thank you for reaching out.  At Socket, we know yard damage and construction can be unpleasant for a homeowner.  Because of this, we apologize for the disturbance from the construction of our fiber lines.  After construction of our fiber lines in an area, we complete yard restoration to the yards that were disturbed by crews. 

  We additionally apologize for your experience and that it did not meet your expectations.  

  Thank-you,

  Customer Service

• Initial Complaint

  09/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I cancelled business internet service and our land line service in January 2023. We asked it to be transferred to residential internet service. We were charged for the business account, residential account, and land line on February, March and April billing statements. They stopped billing us for the internet and landline starting in May, after numerous phone calls and emails, but continued to charged us for a call forwarding charge on a land line that no longer existed. We were notified about the refund of $737.34 in August on 2023 and a check with our refund would be sent out a short time later. On September 5, we were told the refund was approved, but still had to be processed. We have heard nothing from the company since that time. I am attaching the emails we sent to the company. We also made numerous phone calls. Socket has refused to pay what they agree we are owed. For several months they have refused to pay and provided no communication.

  Customer response

  09/29/2023

  ---------- Forwarded message ---------
  ********************* <*****************>
  *********************>
  ---------- Forwarded message ---------
  ********************** <*****************************************>
  *****************>
  

  
  
  
  
  
  
  
  Subject: Re: Cancellation order: ******* + back credits -***********************,************** Credit RequestDate: Tue, 15 Aug 2023 12:12:28 -0500From: ********************** <*****************************************>To: *********************** <*********************>CC: ************************* <************************************>, ********************* <*****************>
  
  

  I have received an update on the billing ticket we opened to help resolve this request. The amount of $496.17 approved was reflected from the following invoices:
  
  
  
  
  
  
  

  On 7/10/2023 4:38 PM, ********************* wrote:
  Hello,

  
  We have never received any notification which said we have the back credits for the months of February, March and April. At the same time, we are still charged for the call forwarding service of $4 a month, which by the way is attached to the already canceled phone services. I would like that service to be cancelled please!

  
  When will our back credits be applied back to our credit card/account?

  
  Thank you.

  
  *********;

  
  On Thu, Apr 6, 2023 at 2:17?PM ********************** <*****************************************> wrote:
  
  
  On 4/6/2023 1:54 PM, ********************* wrote:
  

  Customer response

  10/10/2023

  We continue to receive statements for a service we cancelled several months ago. Socket has confirmed we cancelled this service.

  Customer response

  10/10/2023

  Here is the company going back on its word.

  Business response

  10/12/2023

  Socket *************** Account Coordinator reached out to *************** via email and a phone call on 10/10/2023 to discuss the concerns customer had.  The issues brought up by **************** have been resolved and his questions have been answered.

  Please let us know if we can provide any additional assistance.

  Thank you.

  Socket ***************
  T: ************** option 2
  E: *****************************************
  A: ************************************************** *****
  

  Customer response

  10/12/2023

  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,
  
  ***********************

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In the Spring and into Summer, Socket dug up most of the yards in my subdivision to install their equipment. No one was informed of this happening until it was completed, then I received a card in the mail from Socket telling me what they were doing AFTER it was already done. They scattered "seed" on the barren hard ground they dug up but it never grew despite my watering it. I have two atrocious looking barren spots in my front yard that had previously been thick and green with grass. I pay to have 6 or more treatments done on my yard annually and I pay a company to mow the grass. I sent Socket an email detailing the issue and provided a date in late August for them to respond. They have not contacted me in any way. I am disabled and now I also have a foot in a boot and cannot fix the problem they created. It is an atrocity that Socket did not check on their damage and their remedy. The men in my neighborhood are seeding their barren spots but that is not something I can do nor should I do. While they have an easement, they must restore my property to its original condition by placing sod in all the barren spots they created. Now is the time for them to correct their mistake because it is the time of year to lay sod.

  Business response

  09/25/2023

  Thank you for taking the time to reach out with this information. We apologize for any inconveniences the construction process has caused and understand your frustrations.
  To address your concerns most effectively, we have forwarded your information to our Field Management Team and the appropriate contractors for review and investigation. Please allow 3-5 business days for our team to review your concerns and follow up with you. Please be advised that we do not replace sod, and usually will only put down grass seed and straw.
  Like other major upgrades to an area’s infrastructure, the fiber construction process can be lengthy and inconvenient. Once complete, however, it offers not only a faster, more reliable future-proof internet option for you and your neighbors but increases the value of your home and enriches the local economy.
  We understand that the construction process can be unpleasant and are greatly appreciative of your patience as we work to best address your concerns. Again, we apologize for the inconvenience you have experienced because of these issues and thank you for the opportunity to address your concerns and improve as a result of your feedback. 

  Reference trouble ticket# ******

  Customer response

  09/25/2023

  Complaint*********
  
  I am rejecting this response because: Socket destroyed the front of my lawn on the side and I am totally, completely disabled so I cannot fix it and send the invoice. I am also in a boot for my left foot and will find out Wednesday if I require surgery. As an attorney, I know that it is not my responsibility to pay for their damage. They need to restore my lawn to its original condition and that requires sodding the huge area they destroyed. I was an Assistant Attorney General and I will file with them as well. Because I am an attorney, I can file a case against Socket and proceed that way as well and Socket can pay the filing fees and other expenses related to their destruction.
  
  Sincerely,
  
  ******* ******

  Business response

  09/26/2023

  We have created a trouble ticket and escalated your concerns to the field management team for review. We only ask for images to assist with the investigation, it is not a requirement. 

  Customer response

  09/26/2023

  Complaint: ********
  
  I am rejecting this response because: once again, I am totally disabled and I am wearing a boot on my left leg so it is difficult for me to take pictures. Also, this mess was created by Socket and it is their problem to remedy.  It's easy for Socket to drive to the house and see the huge bare spots that their company created when they dug up my lawn. In fact, they can drive all over the subdivision and see all the bare spots. The one across the street from me is covered in seed and straw because my neighbor remedied Socket's damage. I am unable to do so and I should not have to pay someone to fix Socket's damage to my property. Socket management should be surveying the work done by their employees and their vendors. I was an attorney at ********** for several years and I provided legal counsel for high-speed internet and cable television (but not telephony services) so I know how this business works. I will only be satisfied with Socket laying sod in the areas they demolished in my front yard to my satisfaction. This is the very least they must do. I mean, come on, this is a basic part of customer service. I cannot believe this is even an issue for Socket. It should be immediately addressed to my satisfaction.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for Socket internet service over the phone and was told that billing would start when I received my device in the mail and called to set it up. I received my router in the mail on 7/13/23, called Socket to get everything set up. I was told my customer service and Tech Support that they didn't know where the modem in my house was, but that it had already been installed (at a previous time), but that they could not tell me where because no notes existed on the account. They advised that I reach out to the previous home owner to figure it out and call them back once I did. I asked tech support what would happen if the previous owner didn't get back with me, or it took her days, he said that customer support would credit me for the days I didn't have service. The previous owner texted me back at 9:30 that night (after Socket was closed), told me where the modem was located, and I called Socket back the next morning and got the service up and running. Today, 7/16/23 I got a call saying that I am being billed for service from 7/11/23, even though I didn't have service, because that is when you turned the switch on. I am not willing to pay for days I did not have service, as I was told at least 2 times that I would not have to.

  Business response

  07/17/2023

  We shipped out the router to the customer with tracking number **********************, which shows was delivered on 7/12/23 to the customer's mailing address. We also confirmed the ONT status was in service and up the same day on 7/12/2023. Per the Socket terms of service ******************************************************, "Your account will invoiced from the date your service goes active." The start billing date for services do reflect correctly as of 7/12/2023. 

   

  Customer response

  07/18/2023

  Complaint: 20330239
  
  I am rejecting this response because:
  
  Check your customer service and tech support records. I had to call in to activate the service. I could not access the router settings therefor could not access the service. Kindly either adjust the billing to the appropriate day or cancel the service without charge. I will not accept charges for day that I did not have service.
  
  
  Sincerely,
  
  *********************

  Business response

  07/20/2023

  The router confirms that it was delivered per the tracking number on 7/12. Shipping: **********************. The Socket optical network terminal (***) or modem was already on site and provisioned for services as of the same date. The ethernet port was active for hardwired connection for use with the router for wifi, or with any device that has an ethernet port. Socket terms of services are available on our website to be reviewed at any time. 

  Services are billed based on the installation date if an on-site install is required due to no ONT on site. If services are existing, and does not require an on-site install, Socket equipment is provisioned for the customer who has requested services within 48 hours of the request. Socket account was created on 7/9/23.

  The start billing date is 7/12/23. Customer can either pay for the services as of the start billing date in the amount of $41.93. If they wish to cancel services we will not charge a cancelation fee, however the customer would be responsible to return the router that was shipped to them within two weeks of the cancelation with the power cable to avoid further charges for equipment. 

   

  Customer response

  07/21/2023

  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. I will cancel my service at this time and return all equipment to Socket without charge no later than 8/4/23 (within 2 weeks on my acceptance of the resolution). If any further action is required on my part, beyond the rerun of the router, please let me know.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am receiving a bill for return of company modems that were previously used for services. I have provided a tracking number and have received confirmation that the items were received. When contacting Socket the reason they are billing me is because they're department is behind on checking in equipment. I do not understand why this is my fault. I should not be billed since equipment was in fact received. This is false billing due to staffing issues, not customer issues.

  Business response

  06/27/2023

  Socket Telecom's modem support team was backlogged with equipment returns however they have located the return label that was provided during the call interaction from 6/14/2023 and we have since removed the equipment invoices on the account. 

  Customer response

  06/28/2023

  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. I would like to suggest that Socket review their process for billing concerns due to staffing shortages. Staffing shortage is not an excuse for incorrect billing. Telling customers that then would have been resolved if equipment was personally brought in, is not a acceptable, especially if you service more than the Columbia, ** area. It would be an inconvenience for customers. 
  
  Sincerely,
  
  *************************

*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. ↩