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Business Profile

Telephones

Hillsboro Telephone Co

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:04/16/2024

    Type:Customer Service 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.
    Down internet service for 3 plus days and no bill adjustment. Weak internet supplied not sufficient to do anything. Were told we had to replace Equiptment the business supplied upon hooking up the service. .service still didnt work after my out of pocket expenses to replace there equipment.

    Business Response

    Date: 05/06/2024

    After talking with the technicians involved I am convinced we have followed our Terms of Service and policies and we had responded appropriately and in a very timely manner. The complaint was filed with you some time shortly after we were notified on 4/16/24 at approximately 7:00 pm of an issue with the service. The technician that responded returned the call literally within minutes of when it was received and after some basic troubleshooting was able to determine that whatever was attached at the residence would cause our equipment to shutdown the service port on the optical terminal. At that point a service call was scheduled with the consent of ******************* (who had initially called). In an effort to provide service until the date of the service call our optical unit was put into a rate limited mode of 100Mbps to keep the service up and running until an onsite service call could be made. On the agreed upon scheduled service date we removed our working unit and replaced it with a different unit from another manufacturer and return the service to 200Mbps. If you would like to read our TOS and policies they are available here: ************************************************;  If you read these documents you will find that we actually stepped above and beyond our stated obligations in this case and it is and always was the responsibility of the end user to make sure their wiring and equipment can work with the industry standard equipment that we utilize, which, by the way their equipment was not procured through us.

    At no time did your complainant incur any expense at our direction or with our knowledge and we refute the "Customer's Statement of the Problem" in its entirety.

Hillsboro Telephone Co is NOT a BBB Accredited Business.

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