Sunset Digital Communications

Review: My phone system from Sunset is always going off. This is the 3rd time this month. They don't seem to be able to fix it properly. I have been without my phone for over 6 days this month alone. I have no cell service in this area and must travel to a neighbors house every time. They have offered no solution that is working.Desired Settlement: Either fix the problem or change me back to [redacted].

Business

Response:

I am writing in response to the complaint submitted to the Revdex.com about Sunset Digital Communications on

1/29/2014. We have reviewed the customer's statement of the problem, and sincerely apologize for the

inconvenience and negative experience the customer has had with Sunset Digital. We continually strive to

provide superior services and customer service than our competitors, and are disappointed that our customer is

unhappy.

After careful review of and research into this customer's statement, it appears this customer was connected on

12/3/2013. We have received calls with technical issues with this customer's telephone service on 1/8/2014 at

approximately 9:30AM, at which time a technician was dispatched same day to repair services. At this time,

service issues were resolved. Again on 1/29/2014 at approximately 9:15AM, the customer contacted Sunset to

report that service was interrupted again. We again dispatched a technician same day to resolve issues. On this

service call, we found that damaged home wiring was likely the cause, and replaced faulty wiring. Additionally,

we installed an auxiliary piece of equipment in the customer's home to provide additional phone reliability

during the extremely cold temperatures we have been experiencing, and completed the service call at company

cost due to the issues this customer had previously with phone. It is important to note that complaint was filed

prior to notification to Sunset that services were inoperable, on the occasion of January 29th.

Since the service call on 1/29/2014, we have not had any customer service interactions with this customer, and

so have assumed that services are operational and customer has had no more issues with them. We anticipate

after the service call no further issues with customer's telephone services. Again, we continually work to provide

superior services and customer service. Please let me know if I can be of any further assistance.

Sincerely,

Customer Relations Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Sunset digital is fantastic as long as the lines are working but if you have a technical problem expect at least a two week delay in getting service restored. My service has been out for two weeks and I get a different story with each tech that I talk to and they will not call you and keep you updated on repair progress and they will not return phone calls.

I subscribed to Sunset Digital in May, 2013. I was told my service would be installed within 90 days. No problem at that point. I didn't receive the service til the end of Dec.....7 months. I have had several issues with down time on TV services & telephone services. They always seem to be on the weekend. I have to call, leave a message & wait (sometimes a hour sometimes a day) before my call is answered. Also, I always call to pay my bill on the day it's due. I called on 12/31/14 only to hear that they have taken that day as a holiday. I left my name, date & time I called & that I was calling to pay my bill. When I received my Dec. bill, there was nothing on the bill stating that they would be closed on 12/31. I called Friday morning 1/2/15 & told them that I was totally unaware that they were going to be closed on my due date & I expected not to receive a late fee. I was told that they had left a message on the phone that they would be closed. When I got my Jan, 2015 bill, there was a $10.00 late fee. I called to tell them I was not paying a late fee & was told that the fee would stand. They said I should have paid the bill "BEFORE" it was due. I have filed a complaint with Consumer Affairs.

First off their quoted speeds are not what you get. I got the 100mbps package at $100 a month and have yet to see anything past 60mbps. I called to complain and was given a runaround about how they are not responsible for the slower speeds and it is the website that I am using that is slow. No offers to fix the problem or even to look into it. I was told I could upgrade or downgrade my package at anytime, but every time I have tried to they say they cant do it till the next billing cycle. When I get my bill it's not been downgraded and im still being charged full price when I call to complain they tell me they can not find where I requested a downgrade. [redacted] is the guy they always send my calls to and he is of no help. Please be careful when considering sunset and [redacted] as your Internet provider do not let the promise of the fastest Internet speeds in town lock you into a 12 month contract with poor customer service via [redacted] and slower than advertised speeds.