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:01/18/2023

  Type:Service or Repair 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 returned to my off campus apartment on January 10th and noticed that I was having issues with my internet. The Ethernet in my entire apartment does not work and the wifi has issues. I am a student at the University of South Carolina and I need internet to complete homework assignments and attend my online courses. The wifi has high packet loss and latency which makes streaming any video very difficult. It is effecting my school work. I have called their support team a total of 12 times now since my issue began and I have yet to be given a solution or told a date that a technician will be coming to my apartment to fix the issues. Every time I call, I am told that their "higher support" is looking into the issue and they will call me back. They have not called me back once. I have been told 3 times that my case was elevated in urgency but again seen nothing. When I ask to talk to a supervisor, I am put on hold only for them to tell me that "the line for a supervisor is too long right now" and they usher me off the phone. I'm seeking help from the BBB to get a technician sent to my apartment to fix these issues. Thank you

  Business Response

  Date: 02/14/2023

  Hello,

  We're sorry for the trouble you have been experiencing with your Internet service.  It appears we dispatched a tech on Jan 20 to resolve your ethernet concern.  If you have any further issues, please contact support @ **********.

   

  Thank you!

  Customer Answer

  Date: 02/14/2023

  
  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. Thank you for your help!
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/09/2023

  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.

  Support Claim made by Single Digits per their website advertising, "The results speak for themselves: 95% of calls are answered within 90 seconds, 100% of calls get tickets created/updated in our web-based portal and 90% of trouble tickets are solved during the first call." This is a completely false statement. I have been on hold multiple times for hours trying to resolve a hotel issue. The General Manager has called for weeks, as well as the Chief Engineer to wait on hold to get cut off, to call back, wait on hold and get told someone will email them. NOTHING GETS DONE. The original request was to open ports on a few switches, which took WEEKS to even get someone to pay attention to the request. Then they charge $400 for this to come back and state all ports are allocated to rooms, do you have any not in use on site. Obviously not. So we had them set up Wireless SSIDs to which they did without internet access. Why would you set up SSIDs without internet access??? Now the conflict they have created has caused a blocker for the networking equipment that I am installing for their Staff Safety System and shut it all down. I emailed multiple times, I have called multiple times, completely IGNORED. They are the worst company I have ever had to work with in my entire life. They do not live up to their marketing claims. I am literally on hold right now for 1 hour and 34 mins, no answer. I have never dealt with an LSP that is this awful and unresponsive and then charges on top of their unresponsive behavior. Just absolute insanity how horrific trying to work with them has been. My vendor appraisal will definitely make the recommendation that they are removed from Marriott as an approved Vendor.

  Business Response

  Date: 04/12/2023

  We're sorry for the troubles you have experienced. The issues with connecting to the Internet via the SSID was resolved with a temporary solution on Jan 4, 2023. A permanent solution was implemented on Jan 24, 2023. Regarding the vendor integration, this was due to missing ports on the switches that were being implemented. This was an error on our part and has been rectified. We've been in contact with the MOD for the integration team and have worked to ensure these issues don't happen again.

  Thank you and let us know if we can assist further by contacting our support team @ ###-###-####.
  

• Initial Complaint

  Date:11/10/2022

  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.

  I am a student at ******** Tech. My apartment complex has a contact with single digits as our ISP. The wifi has been out for 7 days now. 2 separate times we were told the issue was resolved only for the Wi-Fi to fail within a few hours. As a student who is investing a fortune on my education this is very frustrating because I cannot complete my work. Customer service refuses to provide any information about the fix time frame or anything else. You are simply at their mercy.as a customer, I shouldn’t have to fear that my internet will go out while taking a test or completing my work.

  Business Response

  Date: 11/30/2022

  Hello,

  We apologize for the outage in your apartment. We experienced a site-wide outage that has since been resolved.  If you have any further issues, please reach out to support directly @ 8888698250.  

   

  Thank you and have a nice day!

• Initial Complaint

  Date:11/04/2022

  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.

  This issue began occurring 11 months ago, and I have contacted Single Digits dozens of times. Each time my issue has been "escalated", I put this in quotations because they won't actually explain what it means. The internet goes out constantly, 3-4 times a minutes sometimes, and I have explained this dozens of times. There customer support agents try and deflect as much as possible, "restart your computer", "have you made sure your internets on?", and similar demeaning questions. There provided solutions couldn't possibly fix the issue. My apartment complex has reached out to Single Digits, to no avail. When they do send people out, its a third party contractor who is utterly unable to fix the issue, and are not even told where the router is. A "technician" that came out had to enter all three of my room mates rooms (without our knowledge or consent, even though I was assured I would be called before the arrival of this technician. I wasn't.) My last contact with single digits was about 2 months ago, they assured me they would call me back and once again they had escalated the issue. If you read there google reviews page, you'll be unsurprised to find that I, like everyone else, have been brushed to the side. This company is either exceptionally incompetent, or outright malicious. My apartment complex has already expressed that they will not be renewing there contract with this company due to these issues. In summary, the internet goes out dozens of times a day, support staff is too incompetent to understand the issue or help, the technicians they do send out are not able to fix the issue, and don't even have any sort of idea where anything is. I want Single Digits to actually provide the service they claim to, I want them to fix there internet, but as I have been trying for almost a year to get this done, I have had to resort to this.

  Business Response

  Date: 02/22/2023

  Hello,

  SingleDigits dispatched a technician in December to resolve this complaint. The problem was due to a port configuration error. 

• Initial Complaint

  Date:11/02/2022

  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.

  I am currently locked into a lease that binds me to pay $30 a month for single digits internet and the lease states "Neither the Landlord nor any of its underlying service providers, information providers, licensors, employees, or agents, warrant that the Service will be uninterrupted or error free." I have lived in this apartment for over a year and I am locked into this payment until July 2023. Since last fall our internet has cut in and out repeatedly every day and it's interrupting me and my roommates who work from home. The problem has gotten significantly worse since late September when the apartment complex decided to switch to a complex-wide Wi-Fi system and we are now forced to use their access points. I had gotten fed up with this issue and decided to call on 10/24 where the customer service representatives had me restart my computer, which obviously did nothing, and claimed they would be sending a technician out to fix the issue. When nothing came of that I called back to find they didn't have my case on file and nobody was coming, not to mention that it took nearly two weeks for them to have my phone number even after repeatedly giving it to them to call me back. Each time I called the case was "elevated" and I was told I would be receiving calls from the customer service representatives and the technician which never came. The technician was supposed to come on 10/31 after a week of dealing with customer service and they never showed up and I called repeatedly and they had no answers as to why I wasted my time waiting for someone who never came. I have called nearly eight times in the past two days and now after waiting for thirty minutes the line hangs up and I have to call again and wait on hold for them to not give me any information on my case. I am sick of paying for a service that does not provide what I am paying for and doesn't have any internal organization to resolve issues and I should not be charged for something that doesn't work.

  Business Response

  Date: 11/08/2022

  Hello,

  We received your complaint regarding your ***** ***** Townhome.  SingleDigits has been actively working on a full new buildout of the existing network for some months. SingleDigits is not responsible for resident billing at this community. Please reach out to the management staff for community billing questions. Once the SingleDigits network is fully online and has replaced the existing network, you may reach out to our support desk directly @ 8882058413 for any Internet issues.

  Thank you!

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair 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.

  This is the second time our service has went out in less than 6 months. The first time it took 3 weeks to fix. This time it has been 8 days already and everytime we call in they either say it's fixed or they have to escalate the case (which we have already been told several times) It is our whole apartment building which is 8 units and I know I'm not the only one that has called. They all tell us different things and different dates for repairs and when we challenge them on the answers, we get put on hold and told something different when they come back. A few of us work from home or have online classes and need the internet. We have almost completely exhausted our mobile hots spots and have no timeline for the repairs to actually be done.

  Business Response

  Date: 11/08/2022

  Hello,

  We received your complaint regarding the Internet at your ****** *ownhome.  We apologize for the inconvenience that this has caused. We identified a faulty switch that was affecting multiple residents and this has been resolved as of Nov 2. If you continue experiencing issues, please don't hesitate to reach out to support directly @ 8338051567.

  Thank you and have a great day!

  Customer Answer

  Date: 11/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18341545, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/31/2022

  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.

  Have been without wifi for 7 days now. My whole building has been out. Called everyday and they are extremely rude and no help. Said it would be fixed on day 3 and then I called and asked why it wasn’t and they lied and they told me “too bad”. Can’t do homework or work or anything. Said it wasn’t a big deal and it could be up to a month. Ridiculous. Pissed my complex uses this company and I can’t get my own. Won’t update on anything and isn’t even trying to get the problem solved for 25+ people in my building. Case number is *****774

  Business Response

  Date: 11/08/2022

  Hello Ms *********

  Thank you for reaching out regarding your internet service at ****** Townhomes in **********. I see that the case #03248774 referenced has been resolved. If you have any further issues, please reach out to support @ 8338051567.

  Thank you and have a great day!

• Initial Complaint

  Date:10/26/2022

  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.

  Single Digits, Inc., which provides electronic services to our apartment house, has refused to send us an itemized bill. During the past year we have requested an itemized bill at least ten times. My wife and I live in in a Continuing Care Retirement Community called Carolina Meadows. In September 2021, we moved into an apartment in a brand-new 10-unit building which receives electronic services from DISH TV through a commercial account from Single Digits. Before we moved in, the management had us fill out forms to choose what equipment and services we wanted. The literature we received contained almost no advice to guide what we picked. We picked a wi-fi speed for Internet service and requested a basic cable box to receive our TV signals. After we moved in, it became apparent that Single Digits could not deliver the wi-fi speed we picked. So we chose a lower speed. It also became apparent that the cable box we picked would not provide the programming we wanted. To get that, we had to pick a box that recorded and two satellite boxes. We were told that these were not available but would be available soon. After six months of not getting them, we applied directly to DISH TV and had what we wanted installed the same day. Billing for our electronic service is done by Carolina Meadows, which receives invoices from Single Digits. A few weeks after we moved in, I realized that we were not getting the services we had requested and that we were being overcharged for what we received. Carolina Meadows and Single Digits readily agreed that we had been overcharged. We have received at least six reimbursements, but we cannot determine whether the amounts are correct because Single Digits has refused to send us an itemized bill.

  Business Response

  Date: 11/30/2022

  Hello!

  Single-Digits is working with your community to develop a solution for itemized billing as requested. This will take a joint effort with your community admin.  We are working on this and hope to have a resolution very soon.

   

  Thank you and have a nice day!

  Customer Answer

  Date: 12/02/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint. I believe that SingleDigits' reply is a lie because it would only take a few minutes to give me the details. SingleDigits has been saying the same thing on and off for more than a year but has  produced nothing. Carolina Meadows has told me that each month they receive a non-itemized bill from Single Digits for which they charge me. At least four of the monthly bills have been too high and I received refunds. But SingleDigits has flat-out refused to reveal what they are charging me for. They have to know because they send bills to Carolina Meadows each month. Further delay is not excusable. SingleDigits does deserve an A+ BBB rating. 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/09/2022

  Hello Mr. *******,

  SingleDigits has established itemized billing with Carolina Meadows as of October 2022. All questions regarding your billing will need to be communicated to Carolina Meadows billing department directly. SingleDigits is not responsible for direct billing to any residents at your community.  This is standard practice for bulk delivery services.  We have reached out to Carolina Meadows admin staff with your request and will follow-up with you directly when we receive a response.

  Thank you and have a great day!

  Customer Answer

  Date: 12/09/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint. I and Carolina Meadows have both been asking for an itemized bill for my account for more than six months and want complete information back to the time my service began. This is the first time you claim that you are not required to provide itemization to customers. You still have not said you wouild provide itemization back to the time my service began. I want this because at least four of your bills have been incorrect.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/04/2023

  This billing issue has been resolved as of October 2022. We have worked with the community in question and their CFO to verify that itemized billing has been established for Mr. *******. Any further requests regarding billing need to be directed to the community administration and not SingleDigits.

   Thanks,

  Customer Answer

  Date: 01/24/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint.

  I replied to you oin January 4th. I still have seen noi itemized bills,as requested.

  *******************************
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/25/2022

  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.

  Constant wifi outage yet billed monthly for wifi as part of my rent.

  Business Response

  Date: 11/30/2022

  Hello!

  We apologize for the issues you have experienced with your Internet service. In order to better serve your request, please reach out to support directly @ 8332653779.

   

  Thank you and have a nice day!

• Initial Complaint

  Date:10/11/2022

  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.

  My apartment company uses SingleDigits to provide wifi. When I first moved in, I was having extreme connectivity issues, and I was only able to have a stable connection for less than 30 minutes at a time, with up to 4 hours of no connection following this. I called SingleDigits on 8/27/22 to report the issue, and they walked me through restarting my computer and some other googleable wifi problem fixes. None of these worked, so the employee decided it forward my complaint to a senior engineer. After the August 27th call, I waited patiently to receive a call from a senior engineer, and I called again on the 8/28 to emphasize the urgency of the issue, as I am a student who takes online courses, and I need wifi. I received no communication from single digits until September 5th, when I got a text asking if my issue was resolved. They senior “engineer” and apparently not called me, and decided to remotely reboot the server and mark the issue as resolved. I called back and told them that my issue was definitely not resolved, and I was told to wait from a call from a senior engineer to help fix my issue. As of today, I have not received ONE phone call from SingleDigits, and I have called them 18 separate times. I know that the issue is on their part because I am not getting wifi on multiple devices. It has been a full 41 days that they have known about my issue. This is absolutely ridiculous service, and I will be contacting my apartment complex to let them know that they should absolutely never work with SingleDigits again. I have been outright ignored by this company and they are not providing a service that I payed for. For reference, my ticket number is #*****995, this is the third ticket number I’ve had because y’all keep marking my tickets as completed without actually fixing this issue.

  Business Response

  Date: 11/30/2022

  Hello!
  
  We apologize for the interruption to your Internet service.  In order to resolve this issue as quickly as possible, pleae reach out to Single-Digits support directly @ 8336470423.
  
  Thank you and have a nice day!

  Customer Answer

  Date: 12/02/2022

  
  Complaint: 18183490
  
  I do not accept the business's response as a resolution to my complaint because:  
  if you had actually read my initial complaint, you would see that I have already called the number you gave me, nearly 30 times now. Still, I followed your instructions and tried calling, only to be updated with the same message of “we are waiting for an engineer”. Every time I call, I try to speak with a supervisor, but apparently, you never have any supervisors available. It has been more than 3 months that you’ve known about this issue. I have talked to my apartment, and they will be cutting ties with this company going forward. I also am currently looking into my legal rights for dealing with this issue. If anyone is considering purchasing internet from SingleDigits, don’t, this “business” is a scam.

  Sincerely,
  
  ********* *****

  Business Response

  Date: 01/04/2023

  Single Digits dispatched a tech on December 21 to check the latency issues reported. Speed tests indicated ping times of 12ms which is well within acceptable ranges.  If any further issues arise, please reach out to support directly @ 877.778.9283.

  Thanks and Happy New Year!