Business Profile

Internet Services

Socket Telecom, LLC

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Complaints

This profile includes complaints for Socket Telecom, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

24 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:09/27/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore 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.
---------- 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 Answer
Date: 10/10/2023
We continue to receive statements for a service we cancelled several months ago. Socket has confirmed we cancelled this service.
Customer Answer
Date: 10/10/2023
Here is the company going back on its word.
Business Response
Date: 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 Answer
Date: 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
Date:09/23/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
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,

******* ****** 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
Date: 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# ******
Business Response
Date: 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 Answer
Date: 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
Date:07/16/2023
Type:Customer Service Issues
Status:
ResolvedMore 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.
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,

*********************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
Date: 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.

Business Response
Date: 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 Answer
Date: 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
Date:06/22/2023
Type:Customer Service Issues
Status:
ResolvedMore 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.
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,

*************************
Business Response
Date: 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.
Initial Complaint
Date:05/26/2023
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 May 12, I called Socket to get their services and talked to ****. He quoted for me $177.00 for a landline, internet with 100 MB and said he would have someone come out and I needed to determine where my sprinklers were so he could dig a pathway to insert the cable. They did it properly and it is in. My complaint is that I have had 3 calls from a ***** from Socket that says I cannot have the services **** quoted me at $177. It will be much more and she said that was a bundle special and should not have been issued. I feel that if he quoted me $177 and went through it meticulously that I should pay this. Everything is prepared to come into the house. I'm making a complaint about the quote (verification number 30001520) from ****. I had *********** and **** said he would cancel *********** for me.
***** has called me 3 times and getting irate with me saying I can't get Socket with the quote that **** told me. It was supposed to be set up in 7-10 business days from May 12th and it has not been set up. The other rep told me so many things that were wrong.
Business Response
Date: 05/26/2023
The requested services that were noted on the account do add up to $177 MRC (monthly recurring charge)
New Sale was submitted on 5/12/23. TV credit expired for new accounts as of 5/15/23. Since the customer had signed up for services prior to the TV credit expiration we would still honor the credit and have it applied to the account after the services were installed post drop construction completion. We apologize for the misinformation as the representative is still new and had not understood the process or the billing ticket notes on the account that was entered by department supervisor. We will speak with the representative and provide additional training to ensure that correct information is provided moving forward.

Fiber Bundle Internet and Phone 100mbps: $90 MRC
Socket TV includes 1 streaming device: $95 MRC
Additional streaming device: $7 MRC each
TV Credit: -$15/MRC
Total: $177 MRC
Initial Complaint
Date:05/08/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
It was actually a fiber line not a power line.
Someone from the field management team stopped by the house to repair the sewer line quickly after we first contacted Socket but when we let them know it was already repaired and we were looking for reimbursement of the cost I have heard nothing else.
Customer Answer
Date: 05/08/2023
It was actually a fiber line not a power line.
Someone from the field management team stopped by the house to repair the sewer line quickly after we first contacted Socket but when we let them know it was already repaired and we were looking for reimbursement of the cost I have heard nothing else.
Initial Complaint
Date:04/07/2023
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.
Complaint: ********

I am rejecting this response because the response does not offer any correction and dismisses the complaint. They forwarded to a team that cannot be reached via phone or email, does not provide a time frame and tells us to count on a long wait.

Sincerely,

***** ********
Business Response
Date: 04/14/2023
Socket has ongoing construction in the ******* *********on neighborhood where the **** ********* ** address is located in ********* Once mainline construction is completed yard restoration crews are assigned to return to the area to work on the properties. Socket will use reasonable precaution and attempt to restore the property to its previous condition after construction is completed.
Business Response
Date: 04/17/2023
We have forwarded your concerns to the field management team for review and follow-up.

Please know that all construction concerns are handled by the field management team. All inquiries are forwarded to that team for review and follow-up. They do not work in the office. Nor do they take internal calls. But please know the contractors are aware of your concerns. This is not an expedient process, and we ask that you bear with us as they work to address your concerns.
Customer Answer
Date: 04/14/2023
Complaint: 19910772

I am rejecting this response because:
As stated crews have not worked in this area since summer of 22 it is now spring 23 and they have barried all lines in our division. Our area should not remain torn up while they dig on other areas (if they are still working) a year is to long to go with a torn up yard

Sincerely,

***************************
Customer Answer
Date: 04/30/2024
Socket internet dug up our neighborhood and our yard to put their cables in nearly 2 years ago. Per law they are supposed to restore the areas in our yard where they dug. I filed a complaint about them a year ago. They convinced the BBB to close the complaint saying that they must wait till all work is complete. ITS BEEN TWO YEARS!!!!! And never received the restoration of our yard they promised after completing the work. Back then they said they werent complete with the work. Its now been another year. I have collected the signatures of 30 neighbors. My next action will be legal.
Customer Answer
Date: 04/30/2024
Complaint: 19910772

I am rejecting this response because: This is the same generic response they gave last time. No field office or resolution materialized. They are using this response to close complaints and not address the issue. I want a resolution posted here and documented.

Sincerely,

***************************
Business Response
Date: 04/30/2024
Thanks for providing this information. We have forwarded your concerns to the field management team for review and follow-up
Business Response
Date: 05/07/2024
Socket went onsite and resolved issue
Initial Complaint
Date:03/22/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
From 5/2022 to 9/2022, socket company was on my street putting down fiber optic cable. Their contruction crew damaged some stone landscaping in my yard and they left a digger machine in my yard overnight in May 2022, which damaged the ground. My yard was damaged by the company and I have holes in my yard. I contact socket in September of 2022 via phone and they gave me the contact info to the construction contractor they used out of kc named r and d construction. They also told me to send socket and email which I did on 9/21/2022. They responded to the email and asked for pictures, which I sent. They then replied that they would contact me back. I have not received any contact from socket. Due to the weather and my disability, I have not been outside during the winter months. It is now spring and the holes are still in my yard. I contacted socket again and they told me to do the same thing but verified receipt of my previous emails. I believe they are trying to drag this out to avoid fault and not have to fix my yard.
Initial Complaint
Date:03/02/2023
Type:Billing Issues
Status:
ResolvedMore 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.
The company contacted me and said they will remove the bill.
Initial Complaint
Date:02/06/2023
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.
Complaint: ********

I am rejecting this response because:

I did NOT use the router that was given to me. If this is in regards to my previous router, I was still a customer at that time and the company accepted my return. I also reject this offer because I am now receiving a bill 4 MONTHS AFTER this return. I called Socket multiple times to ask for a credit and confirmation about the equipment being returned. I was assured I would get credit and told I would receive a confirmation email that they received the equipment. Neither of these things happened! If this company wants money for equipment, just say so. Instead of accusing a customer of having BUG DROPPINGS to penny pinch them out of money after being a loyal customer for 13 years. Terrible customer service and horrible attitude. Very Insulting and rude!

Sincerely,

***** *******
Business Response
Date: 02/07/2023
In reference to the equipment that was returned. We have our inventory and modem support team refurbish equipment to continue to provide to customers. The router was returned with insect excrement inside the ethernet port and inside the device casing. Per the terms of service, the customer that returned the router would be responsible for the equipment cost as they had the equipment in their possession.

Credit for downtime in their last trouble ticket. A billing ticket was created and assessed by the department supervisor. Credits are assessed based on the reported date of trouble and calculated after the trouble ticket is resolved. Since the customer canceled the services while the trouble ticket was still open and had not asked for credit until their recent call interaction on 2/6, a credit assessment was not submitted. From that date that the trouble was reported and when the customer canceled the service a credit was calculated in the amount of $8 and has applied to the cost of the equipment invoice.

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Socket Telecom, LLC is NOT a BBB Accredited Business.