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Business Profile

Long Distance Phone Service

Mark Twain Communication Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Long Distance Phone Service.

Complaints

This profile includes complaints for Mark Twain Communication Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mark Twain Communication Company has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:09/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since the spring of this year (2023) I have had problems with my Internet connection. It is intermittent, and happens approximately 3-4 days/week. I understand, after doing some investigating, that this is a problem with "atmospheric conditions". If this is true, then I can't expect an immediate fix from the company. I do, however, expect Mark Twain to adjust my bill accordingly. I am paying $60/mo for a service I get only part of the time. I understand Mark Twain had a meeting in August and opted to continue charging customers for a service that is not full time. This is UNACCEPTABLE. I would have expected the company to do the right thing and adjust our charges. Unfortunately, I am held hostage because living in the country doesn't offer me very many options. I'm sure I'm not alone in this. How sad that Mark Twain continues to do the wrong thing.

      Business Response

      Date: 09/26/2023

      The response is attached.  

      Customer Answer

      Date: 09/26/2023

       

      Complaint: ********



      I am rejecting this response because:

      This response did not answer my complaint, and was also not correct. All summer I had outages of anywhere from 1-3 hours that occurred 3-4 times a week. Usually they were in the morning, but there were a few times they were also at night. I am not denying that these were probably due to atmospheric conditions, but there's no way for me to verify the validity of that. What I am complaining about is that Mark Twain decided that even though customers such as myself were without internet service for many hours over the course of the summer, they were still going to charge us the full monthly amount, as though we were getting the full benefit of the service, WHICH WE WERE NOT!!  I expected them to adjust the cost of the monthly service, which they, in all their wisdom, did not do. For me, this is a completely unfair business practice. As I previously mentioned, I live in a rural area where there are not many choices. I expect an adjusted monthly rate for the summer months where I has only partial service.



      Sincerely,



      ******** ******

      Business Response

      Date: 10/11/2023

      The response is attached.

    • Initial Complaint

      Date:06/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have there internet service and for what we pay I expect it to work. My wife works from home and half the time there internet service is down it don’t stay running. They fix the problem temporarily and then it’s right back to the same problem of not working I feel for what they charge for there services it should work. Everyone I have talked to has the same issues with there services as well.

      Business Response

      Date: 07/13/2023

      Mark Twain is in receipt of your correspondence dated June 30, 2023, with the above-referenced customer complaint by ******* ***** regarding wireless Internet access service. 

      Mark Twain provides internet access to residents within and around the city of Downing Missouri with licensed fixed wireless services. Mark Twain uses LTE bands 41 and 48 to reach subscribers in this area. This year interference on bank 41 has been worse than normal due to a condition called tropospheric ducting. This condition can cause a disruption in service and is normally experienced in the morning when the temperature changed from cool to warm. We actively monitor these anomalies. Interference due to tropospheric ducting usually results in less than 30 minutes of downtime, and this does not happen every day. 

      Mark Twain is actively planning to upgrade our network from 4G to 5G. This will enable Mark Twain to use multiple bands to deliver services to each subscriber. If there is interference on band 41, then the subscriber will be able to use another band while there is interference. These upgrades are planned to start in Q4 of this year. Until that time, we encourage subscribers to report service issues and allow Mark Twain the opportunity to see if we can move them to a different system. 

      If you have any questions, please contact me. 

       

      **********  

      *** **** 

      *** * ******* ******* 

    Mark Twain Communication Company is NOT a BBB Accredited Business.

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