Complaints

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:05/19/2023

  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 18th 2023 I received a pounding on my door waking me up from sleeping as I have been sick lately and sleeping a lot. I didnt make it to the door in time but checked my phone and saw I had a call from a SRT technician. After checking my voice mail I called the technician and told him that I had not made a appointment for anything with SRT, which is what he claimed on his voicemail. Then I called the company and told them to quit harassing. They say that want to install fiber optics to my mobile home. I told them I was sick and they wouldnt be able to get under my trailer until I was better. They then cut my service off. I called back later and told them my service was down. They said they could not turn my internet back on til I had a technician come put in the fiber optics. They said it was cause I was still on copper. This is a blatant lie as they had left a note on my door saying I had until June 30th to set up an appointment to install the *** I told the lady on the phone this and told her I was sick and that it would take me a couple days after I got better to get some skirting removed to give them access. She continued to say it was the copper etc. My service was perfectly fine until I called in to complain about them waking me up when I was sick and then it suddenly stopped. SRT is bullying me for not giving them immediate access to my trailer. I told them to quit harassing me and that I would make my appointment by the states time. They continue to refuse to provide me service unless I ***** them immediate access to my home. I do not like being bullied, especially by a utilities company. I will make my appointment by the appropriate time if they reinstall my service which they do remotely. There is nothing wrong with the copper I am using. They are bullying me to install the ** even though I am sick and still havent reached their stated date to make an appointment.

  

  Business Response

  Date: 05/30/2023

  SRT is converting our entire network from copper cable to fiber optic cable for the benefit of our customers. As we work through the fiber cutover in *****, we follow a standard process to communicate with each customer, giving them every opportunity to get on our fiber network. If we have exhausted our communication attempts and have not been able to schedule a fiber cutover with a customer, the existing copper cable will no longer be supported on our fiber network.
  
  We began contacting this customer last year via email, phone, door hanger, and letter. We left messages explaining the process and attempted to work with the customer's schedule to cut his residence over to fiber optic cable. We also explained that eventually, the copper cable would no longer provide service to the customer. After multiple attempts to contact the customer over a span of nine months, service on the old cable was discontinued.
  
  SRT strives to accommodate every customer to the extent possible. Unfortunately, we are no longer able to support copper cable service in this area. If the customer would like to reconnect service, he can make an appointment at his convenience. There is no charge for the transfer from copper to fiber optic cable. 

  Customer Answer

  Date: 06/03/2023

   I am rejecting this response because:
  
  The company was rude to me and was trying to bully me into doing things on their schedule. They cut my internet off with no warning and were quite rude about the whole thing. I understand they are moving to fiber optics but there was no need to cut my internet off immediately. I was willing to make an appointment but they just shut me down anyways. I am very disappointed in SRTs handling of the situation and dont appreciate their lack of professionalism. 

  

  Business Response

  Date: 06/12/2023

  We apologize for the inconvenience to the customer, but ********************** is unable to reconnect his service to the old copper cable. We no longer have the equipment to support copper phone or internet service for any customers in that area. Over a nine-month period, SRT has made multiple attempts to contact the customer, explain the process, and schedule a cutover to fiber. If the customer would like to contact ********************** to reconnect his internet service, we will be happy to connect him to fiber and provide three months of free service. However, there are no existing copper options as the customer would like.