Complaints

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.

• Initial Complaint

  Date:06/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have called over 70 hours ones to Telcom Systems regarding the status of my wifi, I have had multiple agents come out and say the issue is not on my home, the wifi service is out now and goes out whenever it chooses to, I have reported this multiple time this year and many times last year and the previous years, I was advised that the service we are currently running on is faulty by Telcom Agents, I spoke to *****, the Head technician at Telcom in Virginia Beach, he stated he does not know what is going on, they will not send a technician out unless they ca send them to an apartment, and agent has come to my home over 3 times and still has not said that the issue is in my home, I have reported and called on numerous occasions only to be met with the denial that there service is faulty, I need help to resolve this issue as the service is up 30-40% of the time it should be usable and I am still making payments because the little that is available my wife must use when she can for work.. Please assist

  Business Response

  Date: 06/14/2024

  We are aware of an issue in this customer's apartment.  We don't know what is causing the issue, but it is broadcasting out in **** *** ****** *nd is causing the interference with the signal from the router.  We have replaced the router and it is still an issue.  It is not only affecting his internet signal, but it interferes with his Bluetooth devices and his wife's hot spot.  It is not in his neighbor's apartments either.  We are continuing to monitor this every day and trying to see what is happening.  Something in his apartment is the cause of this issue and it could be a fluorescent light or a short in an appliance or any number of other things that are causing this issue.  When it happens, we encourage him to call in and let us know so we can try and figure out what is causing the issue.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, I receive internet and cable services from Telcom Systems. On Sat 10/22/2022, @2pm, while I was working my internet service went out. When I called Telcom, I was told that no one was working in the technical dept until Monday at 8am. On Monday, I couldn't clock into work because my internet was still out, I called Telcom at 8am and was told that no one had come in yet. I also asked if any other resident was having this issue and the female clerk told me no and that someone from the tech dept would call me when they arrive. I waited and received a call at 845am. At this point I'm already two hours late to clock into work. ****** contacted me and for an hour or so, he couldn't resolve the issue. Next a tech named ****** was sent to my home to figure out the issue. ****** came into my home for 30 seconds pressed a button and left and the internet still went out. I was unable to work Monday 10/24/2022. I contacted Telcom Monday evening and spoke with ****** ***** had a tech engineer do something from their office in order for my internet to come back up. My internet came back up Monday night. I was guaranteed that my internet would not go out again. Tuesday morning I get ready to start my day and when I begin to work, the internet goes out again. This was at 645am Tuesday morning. I call Telcom and a female clerk picks up and states that no one would be available to fix my internet until 8am. I've spoken to 3 different individuals about this issues. ******* ******* *** ****** Each of them telling me that this wouldn't be an ongoing issue. I missed 3 days of work and when I ask to speak to someone in corporate, I was told no by someone name ****, they refuse to give her last name. I still haven't spoken to anyone in charge. The unprofessionalism is unnecessary. My internet is still currently out. This is the 4th day. Can someone please reach out to Telcom and help me get corporate involved. My check will be **ort due this matter and Telcom isn't helping.

  Business Response

  Date: 11/07/2022

  When we first visited *** ********* house to work on the reported outage we found that **e had installed her own router incorrectly. Our technician fixed it and confirmed service was working before he left. Unfortunately the next day our equipment in the apartment went bad and we had to go out and replace it. A couple of days later our internet feed to the property was cut in a construction zone and our internet was down for a good portion of the day while the crew trenched in a new fiber and spliced it with the old one to restore services. Generally we only issue credits to our customers if the provider issues them, but in this instance we issued *** ******* a courtesy credit for the series of unfortunate events that happened that week. If *** ******* is still having service issues or needs any other help, we encourage her to contact our customer service office at ###-###-####.

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/**e DID NOT accept the response from the business.)
  It's crazy because I was going to leave this matter alone, but the fact that it was mentioned that my new router caused the issue, is false information. The issue occurred before I purchased a new router. I actually bought a new router because I thought it would resolve the issue I was having, but it didn't. The problem I'm having with this business is the lack of professionalism. If you're going to leave a statement please make sure it's the truth. I was not able to work for two days because of these technical issues and I made sure that was known. When I ask to speak with corporate I was told no by some lady name ****, who wasn't even helping me originally. Please have some integrity about this matter. Again I missed two days of work over this matter and that wasn't even mentioned in their statement.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On July 25th, 2022 my internet services was not operational for a full working day, from 8am to about 10pm. I work 100% from home and was inconvenienced and clearly could not use the service during this timeframe but was expected to pay my bill in full with no consideration of a credit to my account. I pay this business ****** monthly. The business in question committed to provide me with internet service that would be operational every day of the month. I have yet to receive a credit to my account as the business is stating that they do not provide credits if the service is not out for at least 24 hours but can not provide me with anything in writing that states this. The business has not tried to resolve this issue, I have been met with unprofessionalism every step of the way. I have called 3 times and have emailed them 4 times Account XXXXXX

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/10/10) */ On July 25, we received notice that there was an internet outage on Ms. ******'s property. We immediately dispatched a Tech from our office to figure out what was the issue. When we got to the property we found that all of our equipment was up and working properly. The issue that we had was from the bandwidth provider that we use to feed the property. We immediately submitted a ticket and they began to work on it on their end. Unfortunately outages sometimes happen that are beyond our control and in this particular case the outage lasted about 12 hours this particular day. When outages like this happen, we issue credits when our provider issues them to us based on our master agreement with them. In this particular case we have not received any credits yet, but if we do we will pass **** on to the customers that is in direct relation to the amount of time that the service was down. If Ms. ****** has any other questions, we encourage her to reach out to our Customer Service department at XXX-XXX-XXXX and speak with one of our CSR representatives.