Socket Telecom, LLC

Final Consumer Response / [redacted] (2000, 7, 2015/12/04) */ I was fully compensated, and I did not have to pay the $penalty feeI am happy with this and the issue is closed

***, Socket would like to apologize for the issues that occurred with your service There were several issues that occurred here There was a combination of a faulty phone jack, and later on, we found the modem to be bad as well When we spoke to you on 4/4/16, we changed the WiFi password and network name for you At this time, you were able to verify that the issue is resolved It is Socket policy to always review credits for service issues after a problem is resolved Socket has determined that [redacted] is entitled to a $credit on the account You will see this credit on your account immediately Please let us know if you have any further issues We want to solve your problem right away Regards, [redacted] Socket Technical Support Supervisor

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Contact Name and Title: [redacted] /CS Supervisor Contact Phone: XXXXXXXXXX Contact Email: [redacted] @socket.net On 10/1/15, [redacted] called to set up services with a go live date of 10/She asked if she could use the equipment that was present from a prior user who had moved out with a delinquent balanceWe advised her that it would be best if she returned it and got new equipment (saving her the liability for any damages that were not hers)We did tell her that she was in no way liable for the equipment of the prior user unless she decided to use it instead of new equipmentOn 10/5, she picked up her new equipmentOn the evening of 10/9, we experienced issues getting her service up and live due to the prior customer still having existing, not cancelled, service through usOn 10/10, she called to see why her service was not upThe tech's confirmed that we were unable to get this service up due to an existing service still in placeWe called her to see if she would send us a copy of her lease in order to do two things: verify that the prior customer was not living there in order to cancel his service (removing the block which is keeping her service from being delivered) and also confirming that [redacted] was not just re-signing up for service under her name instead of the prior delinquent customerOn 10/11, we were able to discuss the issue with [redacted] In this phone call, [redacted] 's roommate, who happens to have her own account in collections, was revealed to be living at the address due to one month of service unpaid and unreturned equipmentThis is in addition to the prior user who has a delinquent balanceWe explained to them that we will not service someone if we know a collections account customer is living at the addressWe advised them to return the equipment and pay the final bill as well as to get a copy of the lease to us to confirm the prior user with an unpaid balance was not living thereWe also told [redacted] that if she was not willing to do this, we would cancel her order and refund her money once she returned the equipment as she has no direct fiscal responsibility over the other accountsOn 10/12, she spoke with the department supervisor who advised her of all of this once more and told her he would expedite the return of her moneyWe noted that the equipment was not yet returned and would not grant a return on the money until the equipment came back into our possessionWe called and left a voice mail advising this on 10/On the morning of 10/13, she returned the equipmentThe pay return was issued to her card on 10/13/at pm from our Accounting departmentDue to the length of time it takes a return to go through both our credit card processing center and her bank, the return may have taken a few days to go back into her accountWe did not hold onto her money for longer than necessaryWe would recommend that the two others, the prior tenant and the roommate with the collections account, return their equipment and settle their accounts as this will affect their credit in the future

See attached

Don't do business with this company
Charged me for Mb service, I recieved They were incapable of getting it any higher, after literally hours wasted on the phone with them, returning a defective modem, etc Still charged me for
So I switched to cable (literally times faster than what I was getting) I was behind on my bill with Socket (my fault), and they shut off my access on the 1st I called to cancel on the 6th, and they insisted on charging me for the full month
Let me repeat - they SHUT OFF my service on the 1st I literally got no service from them AT ALL in March I canceled my account on the 6th
THEY CHARGED ME FOR THE WHOLE MONTH And for 10Mb service they knew I wasn't getting, since they had spent hours on the phone with me not solving their speed issue
They're crooks Don't do business with them

I spoke with a sales rep for Socket Business Internet He told me that they could run a fiber line to my home business so that I could have fast internet He said that it would take time to get the fiber line to me so he recommended signing up for the DSL service in the meantime I did that The DSL service was very slow In fact, I was receiving less than half the speeds that they promised me in my contract The internet also stopped working about every day during the two weeks that I tried to use it I was unable to do my business due to the slow speeds and intermittent connectivity I called several times during those two weeks to try to get the problems resolved Each time, they would fix the immediate outage but never the slow speeds Then, the internet would go back out again the next day I was unable to stop everything to call every time the internet went out (I was busy raising a business and family) but did call several times and was never satisfied with the

I haven't had any problems with SocketThe people I deal with when I call are always super nice and professionalAny issues I've brought to their attention have been resolved in a timely mannerVery pleasant to have as an ISP

I purchased internet and phone service through Socket on October 23, 2015, since that time I have had over trouble tickets with this company ranging from no phone to no internet I never did not pay my bill due to all the issues I have had with their service On February 1st I contacted them to let them know that my internet has went out numerous times over the course of the past several weeks They stated they would sent someone out on Feb6th once again to see what the problem could be On February 4th I received a phone call stating that they would not be providing service in O'fallon, StCharles, or Wentzville any longer I told them that through hours spent on the phone the previous week that not once did any one inform me of this I stated I should not be responsible for my last payment of $which would be due on Feb 20th, due to the fact that I had not only paid the account retroactively which was required at the time I started service with them and furthermore

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I had a check sent to them from my bank The date on the check was clearly made out for January They received the check on the 2nd and cashed it on the 2nd which lead to my bank account to go in the minus do to lack of funds My bank charged me $overdraft fee I called socket to ask them why they cash a check on the 2nd when it was made for the 3rd and they told me it is there right and they have over 10,customers and they not going to take the time to wait for the date to come that is on the check I like my $back plus extra for the stress this has put me through for by them doing that and getting me charged $I did not have enough for my rent this month I am $short on my rent thanks to Socket

These people are ridiculous! A simple cable hookup has been ongoing for almost weeks They say everything is good with the house, that it is a software problem on THEIR end They say we have the same brand new equipment as everyone else that is NOT having a problem! How can that be? There service is pathetic! They don’t keep in contact or seemed concerned about getting us hooked up and having us as customersI STRONGLY suggest any other type of service such as the Roku device that has many app choices ( sling, hulu, netflix, etc) Even more than one of socket employees suggested we go to an alternate source! That speaks volumes!

Socket Fiber is the best internet I've ever had in my entire lifeI am a web designer and developer and I work from home, so fast internet is not a luxury, it's an absolute necessityWe had *** DSL for a while and I had to pay for two separate internet connections to the house because the DSL was so slow that I couldn't work if the kids were watching Netflix or somethingOur family of never has that issue anymore with Socket FiberNo number of downloads or devices have ever slowed our internet downI love that Socket is a local company and their tech support reps are always fast and friendly

Called them about why it doesnt show the dollars that I paid toward my bill that I paid on march 23, and they told me that they prorated for three days of service so there is only a dollar credit on my accounti was not informed about the bill being prorated or anythingwhen I signed up for service I asked when my bill would be generated and I could not get an answer about it all I got was I dont know which is some bull *** since I specifically asked about everything to have all the info for my peace of mindthey need to be looked into about the way they are running businessi should be able to get an answer the supposed prorated bill isnt even viewable on my account on their website

Been with Socket now for a while, happy to support a local companyLast month I called them to set up an on-line login so I could pay my bill that way instead of having to call it in every monthWhen I tried to do that, the login wouldn't workI couldn't pay the bill by the due date because of that, and got charged a late fee
When I called the next business day to get things straightened out, I found the reason the login wouldn't work was they had left out two of the characters of the email address used as the lID(Calling them by phone and telling someone what to enter is apparently the only way to set up an on-line login)
The customer service person I talked to was apparently an it
Him: "Okay, I've got that updated nowWhy don't you log in to test it out?"
Me: "I can'tMy service was cut off because I didn't pay in time, remember?"
Him: "I guess you'll be paying by phone thenWill you be using card or check?"
...and not ONCE did he apologize for their screwing it up, or offer to waive the late fee because it was their screw-up
Going to be switching providers as fast as I can get an appointment set up

I have had internet with Socket since September It only works correctly about 20% of the timeI have been in constant contact with them trying to resolve the issueThey continue to send technicians to fix my problem, but it is right back to the same the next dayTo date they have replaced my router, the line that runs into my apartment, and the jack twiceThe latest service call was 3-15-2016, and my issue remainsI have asked repeatedly for credit for these issues, and they continue to tell me they will look into it and call me backI never hear back from themI always have to wait a week, call back, and I get the same response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

In July my modem supplied by Socket failed to connect to the internet A ticket was opened and for approximately six weeks diagnosis was done to discover source of problem via phone calls, tech visit and three trips to Columbia, MO to get a replacement modem and supplies needed to diagnose issuesTicket was closed out without my knowledge or problem corrected Called again on 11-29-and was told to drive to office and exchange modem again I asked customer service rep to review my previous issue and was told it was just one ticket and he believed it was minor I felt belittled because issue was ongoing over a two month span and was never resolved I pay over $100/mo for 300mbps internet service and do not want to continue to go to their office every time I have an issue This is what their field technicians are for I received a message 12-7-to come to their office and pick up a new style of modem they are beta testing to replace known issues I am able to replicate wi

I had service for months and could not make payments in December and January and service was suspendedI still have the router  and called January 26, to restart service and was told I had to pay for the past monthsI explained service was suspended in December and I understand I have to pay for the router but why do I have to pay for service you did not provide?

Greater than months ago I submitted a request to have my business phone and internet services switched to a different company due to slow internet servicesOur server and software could not keep up on the internet they providedSocket has assured us on several occasions this transition would be done within a few daysThey lost the request, disconnected our main phone lines so our clients could not reach us, and claimed the new company used the wrong form delaying the process furtherStill - months later the transition has not been madeThis is the most disgusting display of forcing a business into the service of another business I've ever seenUntil the transition is complete we are forced to continue using Socket's servicesThey have no motivation to assist us in a positive way with this transitionI am extremely displeased with their service and would not recommend Socket to anyone for phone and internet

I had been a customer of theirs for several years, and they never delivered the speed they promised I spent many hours on the phone with them trying to resolve problems, that they were clearly incapable of resolving So I switched to a different internet access company
When my cable modem was installed by the cable company, I called to let them know they didn't need to continue "trying" to get my line up to speed, and asked if they could cancel my account They told me yes, but I'd have to get my DSL modem to them promptly to not be charged an insane (far more than market value) amount of money for it I don't have a car and they delivered the modem to me in person I asked if they could have one of their service people drop by to pick it up from me when they were doing work elsewhere in my large apartment complex They said they couldn't do that
So I asked if I could have them automatically cancel on the 28th of February, as my mom would be in town within the specified