Complaints

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

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  SLICFiber

  3330 State Highway 11 B, Nicholville, NY 12965

  
• 

  SLICFiber

  PO Box 150 Nicholville, NY 12965-0150

  

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:09/11/2024

  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.

  In May of 2022 I paid SLIC over $700 for the installation and burial of an internet cable. I was told by a SLIC representative that someone would be back to bury the cable a few days after installation. In September of the same year the cable still had not been buried. I called SLIC and asked for a refund on the burial of the cable. I was refused the refund and told by the SLIC representative that it was too late, I was on the schedule to be buried the following week. I moved from the rental 18 months later. I again called and asked for a refund as the cable still had not been buried. I was again refused a refund and was told it was now an issue between myself and the landlord and I would need to collect from him. In July of 2024 over two years later the cable still has not been biried. (I'm still friends with the landlord and his family) I again asked for a refund as TWO YEARS is not a reasonable amount of time to wait for a prepaid service. The first representative I spoke with agreed I should get a refund, but called back later and said the office manager said I would not get one.
  I want a refund for services paid for but not provided in a reasonable amount of time. I'm at my witts end with this company who took my money made several promises only to have the cable laying ontop of the ground for over two years. They tried to tell me it had been partially buried, (why only bury part if the line? This made zero sense) but the truth is that the weeds grew over it, it is not buried.

  

  Business Response

  Date: 09/12/2024

  Thank you for contacting us. The customer in question was installed on June 23, 2022, this was done by our contractor at the time with a Temp Drop of 315ft of fiber from the pole to the home. Customer was billed at the time of install for the standard install fee of $99.95 for our grant buried rate. This includes the first 100ft of buried drop. Customer was also billed at this time for the 215ft of excess drop that was temp laid to connect the service, this was billable at $2.50ft. On May 2, 2023 the customer called back and wanted a refund for the drop that laid and in place, due to the fact she was moving out and the line still had not been buried.  We did speak to her at that time and let her know that we could not refund the drop as it was providing service the entire time, and was needed for the service to be functioning. We did inform her that if she was renting the property at the time of install that she would need to take the issue for reimbursement up with the landlord, as this is not our place to do so. Customer was notified at this time that we would not be refunding the install cost. The drop was completed and buried on August 11, 2024. 

• Initial Complaint

  Date:06/17/2023

  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.

  Hello my name is **** ********** i have had problems with this Internet for about a month and in the last weeks i have called every day a few times a day i have a couple different tickets open and on one ticket alone there are several notes on this from each time i have called i have also asked for one of there technicians to come out and fix the problem i get told i will get a call back yup and no callls back and no one has been out here my Internet has been out then comes on then off bouncing in and out and at some points when its on my electronics wont work nor our TVs all we keep getting is the run around from this company and nothing is being done to fix i have been with company close to 8 years we are fed up

  

  Business Response

  Date: 07/06/2023

  There was an issue with the line that was servicing the customer.  I just spoke with Ms. ********** and she stated that everything has been fine since we rolled a truck two weeks ago and repaired the issue.  Please consider this matter closed.  

• Initial Complaint

  Date:07/22/2022

  Type:Product 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.

  Since the start of the pandemic till now our internet has not been reliable at all. We're not getting the connection speed we pay for. The Service drops constantly, to the point it's like every 5 minutes and it's out for approximately 5 to 10 minutes. We have called repeatedly for them to fix it they always say they will send out a tec to our area to fix it but nothing is getting done. It's not just us but our neighbors having the same issues with the said internet. Also everyone else on our road. I know they have called slic as well. But still nothing is done. I do not know what else I can do. Everything we have needs internet, as in video game and watching TV including streaming music. It seems like slic do not care as long as they keep getting our monthly payments.

  

  Business Response

  Date: 09/19/2022

  The last trouble we have listed for this customer was on July 23, 2022.  There was a piece equipment at another customers location that was causing spam and was causing the network to drop.  Replaced that equipment and all service came back up and are stable and working as should.  There was a 7 day span were the service may have been dropping.We are willing to give the customer 7 days credit for service interruptions.  Also, the customer is their own wireless devices to provide service throughout their home.  Are services are being provided at the speeds advertised but we cannot control what their internal wireless/mesh units are sending throughout their home.This customer has had a history of being disconnected for non pay on several occasions, which would also play a role in why service is sometimes shut down. I will issue the 7 day credit today and please consider both of these complaints closed.