Complaints

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

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  Socket Telecom, LLC

  2703 Clark Ln Columbia, MO 65202-2432

• 

  Socket Telecom, LLC

  PO Box 7085 Columbia, MO 65205-7085

• 

  Socket Telecom, LLC

  PO Box 7716 Columbia, MO 65205-7716

• 

  Socket Telecom, LLC

  5301 Veterans Memorial Pkwy Ste 103 Cottleville, MO 63376-2299

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: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.

  I signed up for Socket internet service over the phone and was told that billing would start when I received my device in the mail and called to set it up. I received my router in the mail on 7/13/23, called Socket to get everything set up. I was told my customer service and Tech Support that they didn't know where the modem in my house was, but that it had already been installed (at a previous time), but that they could not tell me where because no notes existed on the account. They advised that I reach out to the previous home owner to figure it out and call them back once I did. I asked tech support what would happen if the previous owner didn't get back with me, or it took her days, he said that customer support would credit me for the days I didn't have service. The previous owner texted me back at 9:30 that night (after Socket was closed), told me where the modem was located, and I called Socket back the next morning and got the service up and running. Today, 7/16/23 I got a 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. 

   

  Customer Answer

  Date: 07/18/2023

  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,
  
  *********************

  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.

  I am receiving a bill for return of company modems that were previously used for services. I have provided a tracking number and have received confirmation that the items were received. When contacting Socket the reason they are billing me is because they're department is behind on checking in equipment. I do not understand why this is my fault. I should not be billed since equipment was in fact received. This is false billing due to staffing issues, not customer issues.

  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. 

  Customer Answer

  Date: 06/28/2023

  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 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,
  
  *************************

• 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.

  When they ran the power line they punctured the sewer line and we had to replace the expander tank on the hot water heater.  We incurred hotel bills because we had to be out of the house during that time. This all started Feb 23 and I have been in contact with them multiple times via email without a resolution to our issue.  The address of service is *******************************************  I have pictures to be attached as well.

  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. 

  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.

  Socket internet installed internet cable through our neighborhood last year and did not replant grass in the areas they dug. Installation has been done now since fall of last year and they left giant wholes on our property. After contacting them they stated install was not completed and that restoration would not be done until it is. They have decreased the value of my property and have not repaired the damage as required by law.

  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. 

  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,
  
  ***************************

  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: 04/18/2023

  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,
  
  ***** ********

  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.

  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

  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: 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.

  I contacted the company in February because we had an issue with our router. I spoke to a tech who said they would send me out a new router. Then all of the sudden, I got a bill for $200. I called about it and they said it was for renting the router $5 a month from the end of 2020 to now. Why would they bill me all of the sudden? They claimed I agreed to their terms. I asked where the terms were sent, by email or by mail? She told me it was on their website. The $5 charge was never reflected on any bill I received. I left a message for a supervisor but they never called me back. I called again and was basically told I had to pay this. I do not believe this is right. I understand paying the $5 moving forward as someone has now told me about it but I don't think it's right to bill me for the past 2 years now when I never was told this.

  Customer Answer

  Date: 03/02/2023

  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.

  Trying to bill me for equipment I did not use. Never took it out of the box. Never reimbursed me on lost internet for 2 weeks. Billing me 4 months later after I stopped using their service.

  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.

  Customer Answer

  Date: 02/07/2023

  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,
  ***** *******

• Initial Complaint

  Date:01/04/2023

  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.

  This company is trying to exploit money from me and defraud the goverment program called ACP. I was a registered receipent recieving the credit for internet. I was only supposed to pay ten dollars, while the ACP was paying the other amount every month. Around October 2022, Socket was trying to bill me for the portion, they was already recieving from the Government ACP. I contested this because I know they were all ready paid for those prior months by the program. Socket has now, disconnected my services, and is goint to send this bill into collections. Even when I kept sending them emails, and correspondences between myself and the ACP program, stating that I am receiving benefits, and those credits were all ready sent to Socket, Socket is still trying to charge me the 140.00. So, they have defrauded the government, and myself.

  Business Response

  Date: 01/05/2023

  Socket did not receive reimbursement from the Affordable Care Program for the customer services for the month of October 2022. Notification was sent to advise if the customer has not moved the credit to another provider they would need to recertify for future credits. 

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/13/2022

  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.

  Socket hired Southern Utility to install fiber Internet lines in my neighborhood. Southern Utility damaged my property. They hit a sewer line and it caused flooding in my home. There&#**;s $3500 worth of damage in the home. I have contacted Southern Utility and nothing has been done.

  Business Response

  Date: 02/02/2023

  Original email correspondence was received by *********************** on Friday 11/4/2022 at 4:24pm by email that included picture attachments of the damaged items, shoes, slippers, blankets, etc. The email had not included a contact name, phone number, or the address that was affected, nor receipts or invoices of the damaged items. We replied to the email on 11/8/2022 at 7:44 AM requesting that they provide contact information and the address so their concerns can be forwarded to the field management team. No email reply was received that provided this information, but instead ****** came to the Socket office looking for response to their complaint. At that time, we were able to retrieve their contact information and address, we asked that they submit invoices or receipts to forward to the field management team to assess for reimbursement. To date we have still not received the requested receipts or invoices for their reimbursement request. We confirmed that our field management had the sewer line repaired. **************** had offered ****** $2000 without receipts or invoices for the damaged items, she rejected the offer.Tell us why here...