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Single Digits, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 66 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/07/2022
Type:Service or Repair IssuesStatus: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 internet went out 41 days ago. I called my apartment complex multiple times and a week later they finally gave me the phone number for the internet company they use, single digits. I called single digits and they had me do a number of steps to try and trouble shoot and nothing worked. I asked for a tech to come check it. They refused. I called 4 times in the next week asking for a tech and they told me to keep doing the steps. Finally a week later they told me they’d send a tech and gave me dates for the next 3 weeks that the tech might show up. He never did. I called back again yesterday and asked when the tech is coming and they said they haven’t had a tech available. It’s been 3 weeks. I asked for a supervisor and there was conveniently no supervisor available. Then they told me they’d call me by the end of the day to confirm that a tech was coming. I didn’t get a call or any type of notification. Internet is a necessity in todays society. My work is online. So 1 day let alone 41 days now is too much for my internet to not work and still have nobody coming to fix it.Business Response
Date: 10/14/2022
Hello,
We apologize for the delay on inspecting the equipment in your unit. We originally scheduled a technician on Oct 10 and were disappointed to hear that the technician never arrived. We have rescheduled for October 18 and expect to have all services restored at this time. We sincerely apologize for the inconvenience this has caused. If you have any further issues, please reach out to SingleDigits Customer Care @ 603-413-0052.
Initial Complaint
Date:09/28/2022
Type:Customer Service IssuesStatus: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 regarding more recent ticket ****792 but overall this company is scamming the properties they have partnered with. The internet service provided has been a solid 1 out of 5 stars since move in. It never gets better. You call customer service they tell you theyll call back then dont. You ask for a technician they tell you theyll get back to you with an appt date/time and then dont. They dont even have the decency to prorate your bill during the time you have no service.Business Response
Date: 10/11/2022
Hello!
The ticket ****792 was resolved on October 4 via SingleDigits technician. The issue was a misconfigured port for the resident's AP. This has been resolved and service is restored. We apologize for the inconvenience. For any further issues, please contact support @ (833) 935-2144.
Customer Answer
Date: 10/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18138375, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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 put in a ticket two weeks ago to Single Digits for a non-functional Ethernet port. My ticket number is 03195890. I was asked for my availability within the next five business days. It has been nine business days since I put in my ticket. I reached out to Single Digits again today, and they told me that they my ticket had been "escalated" but that "they needed more data." I provided plenty of data to let them know someone needed to come out-- my Ethernet port was not working, but every other port in my unit is. I went through all of the tasks they asked of me and then some, including testing different cables and different computers, as well as testing my computer and cable in other Ethernet ports in the apartment. I have had to route an Ethernet cable into my roommate's room in order to use my computer! This is not acceptable!Business Response
Date: 10/11/2022
Hello,
The ticket 3195890 was resolved on Oct 5 via a SingleDigits technician. Service has been restored. We apologize for the inconvenience. For any further issues, please contact support @ (833) 299-1290.
Initial Complaint
Date:09/26/2022
Type:Service or Repair IssuesStatus: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.
Since moving into The ***** apartments in ******, TX (who force its tenants to use this service), myself and entire community has experienced constant drops in service making working from home nearly impossible. Because of that I submitted a trouble ticket online explaining the situation. I then get a call and multiple emails asking if the problem had been resolved (despite having talked to no one). I explained to them that I haven’t even told anyone what the issue was so there’s no way to have the problem solved. The mention to me they are escalating the issue (again, having no clue what my issue actually is). Eventually I get a random text telling me a technician has been scheduled to come out. He comes out, takes 5 seconds and says ‘this is the same issue several people have been having, I’m not sure why they sent me out here.’ He explained they think they had found the source of the issue the prior Friday and were working to get it fixed. He told me he’d contact me directly when it was resolved. Since that day, I’ve received SEVEN phone calls, multiple texts, and various emails asking if my issue has been resolved. Each time this call center calls me, I continue to explain that the technician has not corrected any issues yet and that they were to only contact me if/when the problem is resolved. The calls continue to come despite me telling them I’m going to block their number and file harassment charges. It’s clear they do not document anything about reaching out to customers but calling someone 7 times in 10 days, emails, texts, etc for a problem THEY are in the process of solving to ask me for updates is insane.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 @ (844) 303-8219.
Thank you and have a nice day!Initial Complaint
Date:09/16/2022
Type:Service or Repair IssuesStatus: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.
Company (Single Digits) is an internet service provider for multi-occupancy dwellings. This location is an apartment building. There was a total loss of internet services in mid-to-late August. After partial internet service was restored 2 weeks from the total failure, ethernet services to the specific apartment has not been restored. We are nearly 4 weeks into the service failure without resolution. Case # ****086 was opened by a roommate and multiple calls have been placed requesting service restoration. The call center representative promises someone will be in touch within the next day or two, yet no one has called. The cycle is nearly 2 weeks and counting. Additional requests for a service tech to be dispatched to the residence have gone unanswered. Emails to the COO of the organization, Bill W*******, have gone unanswered. We are still being billed for services that are not being provided.Business Response
Date: 10/11/2022
Hello,
This ticket *****86 referenced in this complaint was resolved on 9/27 via a SingleDigits technician. The issue was an ethernet port configuration. For any further issues, please reach out to support @ (833) 738-4720.
Customer Answer
Date: 10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18033203, and find that this resolution is accurate. I still am unsatisfied with the duration and lack of response from SingleDigits during the course of the event. It was over a month to send a Technician to resolve the problem, and that is simply unacceptable for the type of service they provide. I am grateful the issue was eventually resolved, but disappointed with how long it took.
Sincerely,
** ******Initial Complaint
Date:09/12/2022
Type:Service or Repair IssuesStatus: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 business provides internet service to my apartment complex. Their communication has been absolutely horrendous since switching to this provider. They have done little to solve the issue and I have called a dozen or so times. They consistently tell me they are going to send a technician to diagnose and fix the problem but that has not occurred a single time.Business Response
Date: 09/20/2022
Hello!
We dispatched a technician and determined the wall-jack in the unit was disconnected. This has been fixed. For future issues, please contact support directly @ 8335410528.
Thanks and have a great day!
Business Response
Date: 10/11/2022
The original issue for this customer was the ethernet jack. This was fixed by our dispatched technician. If other members of the community are having issues, they need to contact support directly @ (833) 541-0528.Customer Answer
Date: 10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18013284, and find that this resolution is satisfactory to me.
Sincerely,
******* *********Initial Complaint
Date:09/06/2022
Type:Service or Repair IssuesStatus: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 is by far the worst company I have ever had to deal with. I moved into my apartment nearly a month ago and immediately noticed I lacked internet connection. Upon speaking to my apartment complex, they informed me that Single Digits was the internet provider and they had been doing everything they could to get them to fix their service. In the time since I have called Single Digits 'customer support staff' if you even want to call it that countless times and have got absolutely no help from them. On day one of calling they told me they had located the issue and were escalating it to their senior engineers and would send technicians to fix the problem soon. I still have not been able to speak to any of these engineers and have not had a single technician come to help my issue. Now when I call them they leave me on hold for hours and tell me that my problem has been fixed when I still do not have any internet connection in my apartment. This company provides absolutely no product or service and refuses to do anything about it. This is an absolute nightmare, especially for a collegiate student taking multiple online classes that I can't even do from home all while dealing with this horrible shell of a business.Business Response
Date: 09/15/2022
Hello!
We have determined that the access point for the resident is faulty and are in the process of replacing. If you have further issues, please contact support directly @ 8339352152 or [email protected]. Thank you and and we're sorry for the inconvenience.
Initial Complaint
Date:09/01/2022
Type:Service or Repair IssuesStatus: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 suppose to have 74 cable channels as a part of my rental amenity. I have only had 15 channels the past year. Single digits came out and said there was nothing that could be done. I am paying more rent now with 15 channels. This is a travesty that needs to be corrected. I will contact dish if I continue to get no satisfactionBusiness Response
Date: 09/15/2022
Hello!
We have been trying to contact this resident since receiving this complaint using the phone number on file with no success. The ticket remains open and we will keep attempting. If you have any further issues, please reach out to support @ 8334330776 or email [email protected]. Thank you and we apologize for the inconvenience.
Customer Answer
Date: 09/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17808822, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:08/29/2022
Type:Customer Service IssuesStatus: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.
The apartment complex i live in uses single digits and the cost is included in my rent. I moved to another apartment in the same complex 3 weeks ago and my cable wouldn't work. Last week i called on Tuesday to set up technician to cone this week since im off work. I call today with my reference number and they tell me the supervisor looked at my area and felt like my cable should be working and apparently cancelled my service request...on the phone woth customer support for over an hour and now they are saying they will try to send someone a week from today. That's 4 weeks no cable but still paying for it. Tried to call different help line. Same guy answered. Asked tp speak with supervisor multiple times and yet never spoke with one. This os ridiculous. Worst customer service ever.Business Response
Date: 09/07/2022
Hello!
This has been resolved. We dispatched a technician and determined the coax was disconnected behind the wall plate.
Customer Answer
Date: 09/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17790020, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:08/29/2022
Type:Service or Repair IssuesStatus: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 is my Internet Service Provider. They are the sole provider for my Apartment Complex, ******** ****** *****. The service is intermittent and goes off two to three times during every 30 minute work Teams call. They came to my unit in January and March to try to fix the issue and did not fix it. I am trying again to get them to come out to fix the issue and they are unresponsive. I opened a case on 8/9, and they have not sent anyone or responded in 20 days. I have called five times and they continue to tell me that it is with the senior engineers. There are no supervisors or managers to talk with. I have a very difficult time running meetings and working from home full time with this internet issue.Business Response
Date: 09/07/2022
Hello!
Our team has reviewed this case and has identified a faulty AP. It has been shipped and should arrive at the facility this week for install. We apologize for the inconvenience and please reach out to support if any further assistance is required. You may reach our support desk @ 8336051993.
Thank you and have a nice day!
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