ComplaintsforTelcom Systems, LLC

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved into my apartment June and was told we are only allowed to use Telcom. I work remotely and my job is dependent on my having internet. I have had this company out multiple times, from inside my apartment repairing lines and replacing/ adding equipment, to outside the building on the box, all the way to the main line running to the property. I have fought with my complex regarding not only the professional implications this can have on my job but also the overwhelming safety concerns this presents for my two medically fragile children. I spent two months away while my newborn had open heart surgery, only to come back and find that this is STILL an issue. I cannot watch a single TV during peak hours, and even during non-peak hours, if I connect any additional device (like an iPod), the entire system stops working. I have cameras I can't put up to monitor home health aids or my heart baby while she sleeps bc of this. I pay ********** for my cell phone and tablet so we have unlimited hotspot and my daughter can watch shows/movies since that's about all she does. This company literally told me "well we've done all we can" despite me not being able to use my WiFi at all! Then my apartment complex told me "Sorry, you can't use anyone else". This could literally be the difference between life and death in my household, not to mention livelihood. This company needs investigated.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/22) */ Mrs. ***** has been a customer of ours since June of this year. In the beginning we had a few issues that we worked with her. Some were with the property as a whole and some were with her unit itself. We replaced and added new equipment to resolve her issues. We also recommended her best option for stable service was to hard line directly to the equipment and not rely on wireless signals for her important pieces of equipment. For the outages we did issue her a 2 weeks credit. The last call that we received from Mrs. ***** in regards to a service related outage was on August 14. The other calls shes stated for outages were a result of mutes for nonpayment for the service. These took place on Sept 29 and again a full disconnection of services on Dec 1. Mrs. ***** is not in a contract with us and is welcome to stop and start services at anytime. She currently owes us ******* in service fees and unreturned equipment charges. Unreturned equipment charges are added to the account when an account is fully disconnected for nonpayment. If she reactivates her account and the equipment is in good shape then she will only need to pay ****** in late charges and reconnect fees plus her next month of ****** in services. She is welcome to call in and talk to our CSR reps to take care of these charges and then we will reconnect her services immediately.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having the same problem with my television service fir the last 4 weeks While watching television it constantly looses picture by first fading and then no signal. They came out 3 times already and finds nothing wrong with the connection in my apt They go out to there equipment room and tell me everything looks OK My service will work for 4 to 5 days and then problem starts again no service I talked with apt complex and they tell me everyone in the complex gas the same problem Telcom tells me I'm the only one that calls It is very frustrating when you loose service constantly and they do nothing about it. Hopefully you can check it out

  Business response

  01/10/2022

  Business Response /* (1000, 10, 2021/12/17) */ We have met with Ms. ****** and we found a bad cable that led to her apartment that we had to repair. We have also been trying to get the property to address the air conditioning issue that is causing our equipment to overheat. Until that issue is resolved, we may still have some issues from time to time. If Ms. ****** has any further issues we encourage her to contact us and we will do whatever we can to help her. Consumer Response /* (3000, 12, 2021/12/21) */ So far I am somewhat satisfied They came out and checked signal know the and stated that there equipment room is to hot the central sir conditioning unit doesn't keep it cool enough and they told the manager kn the office the problem

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