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Business Profile

Telephones

Southern California Telephone Company

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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Complaint type

  • Initial Complaint

    Date:02/02/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Southern California Telephone provides landline phone service. We live in a canyon where cellular phone service is not available and landline service is critical especially for health and fire emergencies. On approximately 12/26/22, our landline ************ lost service/dial tone. We reported the service outage by phone and via an online service outage form report. I have now filed FIVE online reports of service outage. On three occasions the company has called my cell phone to advise me that the company has identified the problem, a cable that got wet, and that crews have been assigned and dispatched and are "working on the problem." Nonetheless over 5 weeks later, we remain without basic telephone service. This is beyond inconvenient, it is dangerous, as cell phones do not work in this canyon and we have no way of calling for help in the event of an emergency.

    Business Response

    Date: 02/03/2023

    Good Afternoon,
    Customer reported trouble on 1/6/23 that her line was out, she was advised she is part of a common cause (area outage) the county of Los Angeles due to an act of nature and that techs are working on getting the services restored. Her due dates have been pushed out due to the repairs being more complex than expected. The techs needed "traffic control" out to the site in order to start the repairs since they had to go into manholes that were flooded from all the rain that CA experienced, after getting access to the manholes and getting the area dried out the techs were able to start assessing the damage and making plans to replace the cables. There is damage to multiple cables in the manholes and it unfortunately takes time to get them replaced or repaired. Customer has been advised as recently as 2/2/23 that her ticket is still open, and frontier is expecting service to be restored by 2/11/23. We have continued to keep the customer updated and advised of the progress.  She also has been advised that we have applied all credit up to 1/31/23 for her outage. We will continue to update and apply credits until her line is restored. 

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