ComplaintsforOpticalTel

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is a complaint against OpticalTel (HControl Communities, LLC d/b/a OpticalTel), *************************************************************************************************. OpticalTel provides bulk internet and television services under contract with *********************************** to all properties in the *************************** We are owners in this community. We purchase no services or products from OpticalTel. As such, we do not have a contract or account with ************************************************* cable to our home was cut interrupting the services OpticalTel provides. This cable cut was not caused by us nor was the cut even on our property. OpticalTel demanded payment for repairing the cable from us or it would cut off our service. We disclaimed any responsibility and obligation to pay. OpticalTel again demanded payment. The *********************************** paid the demand on our behalf and under protest to prevent the unwarranted interruption of service threatened by OpticalTel and prevent any damage to our credit rating.The ****************** has told OpticalTel that nothing in the contract for provision of services allows OpticalTel to bill us for repairs of their cable. The ******************s attorney has sent 2 letters to OpticalTel requesting this money be returned or justification for this demand for payment from us. The first letter was sent in August, the second in September of 2023. OpticalTel has refused to respond.This action appears to violate Floridas Unfair Debt Collection Law, FL. ****** to *******, which includes as an unfair practice: threatening or attempting to enforce an illegitimate debt against you. We are hoping that the BBB will be able to get a response from OpticalTel concerning its egregious behavior and demand for payment of an illegitimate debt.

  Business response

  08/08/2024

  As a courtesy to the ********************** of Directors Opticaltel has reimbursed the Association the repair fees as the Association reports that they paid the repair fee on behalf of the Parkers.  

  We apologize for the inconvenience.

  Thank you.

  Customer response

  08/20/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ongoing problems non stop for interruption of internet services and television services third time in 3 weeks multi-day interruptions there is always at least 3 to 4 days before they can "repair" the problem C/S will assure you that you are the only one having problems despite multiple complaints on subdivisions website intermittent capability to watch television or access the internet- we are on our 33 interruption today alone- We have a bed bound person in the house that depends on these services daily. Was just told they cant get here until ******* afternoon

  Business response

  06/12/2024

  
  There are three instances of the customer complaining about service interruptions  in May 2024.   There are no reported service interruptions otherwise noted for 2024.

  Customer called in an reported an internet outage.   Field technician arrived and found the power button on the back of the MoCA (device within the home) was off.  Service restored. 

  Customer called in again to report an outage.  Service came back up while we spoke with the customer. 

  Customer called in to report an outage as there was a rogue ONT that needed to be located and replaced.  Field technician dispatched.

  We appreciate your outreach and the opportunity to clarify.

  Thank you.

   

   

  Business response

  06/13/2024

  There are three instances of the customer complaining about service interruptions  in May 2024.   There are no reported service interruptions otherwise noted for 2024.

  Customer called in an reported an internet outage.   Field technician arrived and found the power button on the back of the MoCA (device within the home) was off.  Service restored. 

  Customer called in again to report an outage.  Service came back up while we spoke with the customer. 

  Customer called in to report an outage as there was a rogue ONT that needed to be located and replaced.  Field technician dispatched.

  We appreciate your outreach and the opportunity to clarify.

  Thank you.

   

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint due to the consistently poor service I have experienced. 1. *********************** My internet service is frequently interrupted for long periods, with no prior notice or updates from the provider regarding when it will be restored. This has caused significant inconvenience and disruption to my daily activities. As I work remotely having reliable internet is critical to my job. Additionally as the association has a contract with this organization I am prohibited from contracting with more reliable service providers 2. **Lack of Customer Support:** During these service disruptions, customer service has been unresponsive and unable to provide any information or estimates on when the issues might be resolved. This lack of communication and support is unacceptable.3. **Upgrade Issues:** When I attempted to upgrade to a higher-speed internet plan, I was informed that there is an issue in the building that prevents the provision of additional high-speed services. This was not communicated to me beforehand, and it has left me unable to access the services I need.I request that the Better Business Bureau investigate these issues and assist in holding ********* Service Provider's Name] accountable for their subpar services. I am seeking a resolution to these problems, including reliable internet service, transparent communication, and the ability to upgrade my internet plan as advertised.Thank you for your attention to this matter.

  Business response

  06/12/2024

   1.The Association has recently suffered a number of fiber cuts to the system which has created interruptions of service.  These are not planned events by Opticaltel but rather road construction, accidents, etc.   When we perform maintenance windows we provide notice to the association.   There is a bulk service contract to the community.

  2. While the interruption of service begins our **************** team are not aware of the cause of the interruption and due to the specifics of the scope of work we cannot predict the restoration time.  

  3. hen this customer requested an internet speed upgrade in 2023 it was unavailable as we were in the process of an infrastructure upgrade.   This upgrade is available.

  We apologize for the service interruptions that are beyond our control and will attempt to a better job with communication.

  Thank you.

  Customer response

  06/13/2024

   
  Complaint: 21760858
  
  I am rejecting this response because:

  Business allowed me to pay for an upgraded service package knowing that speeds were not available. I had to ask for a tech to come out to confirm why I was not receiving increased internet speeds. It was only then that they confirmed an upgrade was not possible and then refunded my payment. 

  I then inquired how many other customers in the building may be paying for upgraded services they are not receiving. It is only this service provider that is constantly out. Buildings in the area and even directly next door to this building do not have the same issues 

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

  Business response

  06/19/2024

  This was an instance in 2023 which has been addressed.  Customer was refunded her monies as she has confirmed.  We are not at liberty to discuss any other customer issues.

  If there are any further issues please let us know.

  Thank you for the reach out.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cable and internet went out at around 11:00 am 4/2/24. None of my neighbors were out. I called and they tried but could not fix my issue over the phone. A tech named **** came out today 4/3. This service is part of an HOA. I am new to this. He came out and said we did not have a fiber signal to our home. He checked the outside took pictures said someone familiar with splicing had to be called. He sat in his van a few minutes then left. He did not explain the process just left. I thought he was going somewhere else to check. After 30 minutes I called and spoke to ***** who said per his notes they need to talk to maintenance and she would send an email and that once she got a response she would call me back. At 2:00 I called again and I was told that an email was sent and that maintenance had to send a special outside tech and that they would be back before 5:00pm at 4:43 pm I called again. I was told by ********* no tech was coming and there is no time frame that maintenance had to review all pictures and then send someone out and it could take a crew to fix the issue. She said There is no ETA I could call or email daily for status if I want. She could not tell me if it will take hours, days weeks or months. This makes no sense I work from home and need my WiFi. I work for a utility and I know there has to be a time frame. I was told I could email Support @opticaltel.com subject outage tv and internet ticket#*******. Please review and assist with an estimate of time I will also contact my HOA. Please ask all calls from ************ be reviewed.

  Business response

  04/07/2024

  Customer reported the outage to ******************** at approximately 12:30 p.m. on April 2, 2024.  Field technician was dispatched on April 3, 2024 and noted fiber damage *** not be repaired.   Noted possible replacement of fiber run.  The damage required our maintenance/fiber team's skill.  The team was dispatched on April 4, 2024.  Damage was due to an ant infestation at the home.  All services were restored on April 4, 2024 at approximately 4:30 p.m. by running a new fiber run from the vault to the home.

  Customer response

  04/08/2024

   
  Complaint: 21527735
  
  I am rejecting this response because:
  The company did not address their process regarding how long it takes for maintenance to review emails.  Did they listen to calls? They also did not fix the entire problem because the temporary fix made my neighbors loose service they are still awaiting the fix and are still out and a new board is needed.
  Sincerely,
  
  *******************

  Business response

  04/09/2024

  Opticaltel has an agreement with the Association which contains the language for service interruption responses.  Since the agreement is with the Association and not directly with the customer she may reach out to the Association for such.  

  Thank you.

  Business response

  04/10/2024

  Opticaltel has an agreement with the Association which contains the language for service interruption responses.  Since the agreement is with the Association and not directly with the customer she may reach out to the Association for such. 
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This service provider provides internet and cable service to our ***. The *** charges each homeowner approximately $750 dollars a year for cable and **************** advertised as 100mbps Download Speeds. Upon moving into the property our download speeds drop from 90mbps to 100mbps during the day to 5-12mbps starting at 8pm. We suspected internet throttling was taking place. Internet Speed throttling must me disclosed per the FTC.When asked in writing if the company was throttling - they replied in writing "the do not".We have run tests using a *** to essentially prove the throttling is taking place. Speeds increase with the *** and then decrease when the *** is not being used. The speeds also drop at the same time every night which is another sign of speed throttling.I have been in communication with *********** the lead service manager for the company who isn't following up and only answers "we are working on it". A tech called and actually told me "we are aware of the problem". We are paying for a service that we are not getting. I also will be contacting a Consumer Product Attorney on this matter. Losses go well beyond the money we pay for the service. We cannot rent to people who want to work from home or game on-line that requires the minimum speeds they advertise.

  Business response

  04/19/2024

  We apologize for the delay in response, however, we needed to reach out to our Tech Support and Engineering Team to confirm our response is accurate.

  Opticaltel does not throttle internet speeds. The customer is part of a bulk contract with a condominium association and is subscribed to 100 x 20 Mbps.  The infrastructure is a cable plant.  The internet speeds are not dedicated to each unit. Our utilization does not exceed above 40% during peak times.
  
  Opticaltel has gone through great lengths to prove that we do not have a back end issue or an issue at the head end location.  On April 15, 2024 we performed a headend speed test which proved out.  This was reported to the customer and the customer reported on his pc via ethernet with no VPN 85 mbps download.  0%  packet loss.  Ping tests were good throughout and the modem signal was great.
  
  Opticaltel offered to use Splashtop/remote desktop program on their PC to further investigate but the customer declined. 
  
  At this time we have exhausted our resources to confirm  his suspicions/concerns. 
  
  If you have any further questions, please do not hesitate to contact us.
  
  

   

   

   

  Customer response

  04/22/2024

   
  Complaint: 21464799
  
  I am rejecting this response because: this is not correct!     We have never had a 85mbps test run after 8pm.   EVER!   In fact we had one that got to 60mpbs and then minutes later it was 10mbps.
  
  Sincerely,
  
  *********************

  Business response

  04/22/2024

  We addressed the process, our outcome and the limitations of our investigation due to the customer not allowing us to remote into his device that he states he has an issue with.  

  Unfortunately, we can not proceed further to substantiate the customers complaint.

  Please note that this is a cable plant and there is no dedicated speeds to the unit.  In addition, the customer is not always hard wired in to our modem when reporting slow/low speeds.

  Thank you.

  Business response

  04/22/2024

  We addressed the process, our outcome and the limitations of our investigation due to the customer not allowing us to remote into his device that he states he has an issue with.  

  Unfortunately, we can not proceed further to substantiate the customers complaint.

  Please note that this is a cable plant and there is no dedicated speeds to the unit.  In addition, the customer is not always hard wired in to our modem when reporting slow/low speeds.

  Thank you.

  Customer response

  04/22/2024

   
  Complaint: 21464799
  
  I am rejecting this response because it is untrue.   We will call them again and do whatever they ask us.   They still have not explained why speeds go from 90-100mbps during the day to 5-10 mbps at night with the same hardware and apparently a 40% usage rate.

  I assume they are also denying that their tech called me on 3/1 and said "we are aware of the problem and are working to fix it".    Could the company please explain what was fixed?

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

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January, my aunt, *******************, who is elderly called Opticaltel to tell them she was experiencing an outage in service. They sent a technician out SEVERAL DAYS later. In the meantime, her service had been restored. Because she did not NOTIFIY the company of the restoration she was charged $65 for the technician's visit. She was unaware of this charge and made her regular monthly payment. Due to failure to pay the additional $65, her service was disconnected. And she was then required to pay an additional $35 to have her service reconnected. She never agreed or signed accepting any additional charges....I spoke with several representatives at the customer service number who provided conflicting reports about the nature of the charges...and could only say "the charges were valid". Finally, I escalated to a manager and I spoke with ****** (who declined to provide her full name) and she was unable to remedy this situation although she admitted the customer was neither made aware of the charges nor provided any details related to the charges.I would like her to be reimbured for the $65 + 35 which were both charged wrongfully.

  Business response

  03/15/2024

  
  On January 25, 2024 at approximately 8:30 p.m.  Customer called into Customer Service  reporting having trouble connecting some
  devices to internet service.  We could not assist remotely and the customer requested a service call for January 27 between 1-5 p.m.  We advised her of the dispatch policy which we have documented she was advised and accepted.    Customer called bac in and rescheduled the dispatch for January 29, 2024 between 1 and 5 p.m.  Customer was called on 1/29 by the technician to advise of his arrival at 2:47 p.m. Services were working upon arrival. Customer  put the new WiFi password into her phone after it was changed and service was restored prior to our arrival.  ******** then stated she wanted the bedroom STB to be relocated to the living room, as she purchased a new **. However, there was no coaxial or electricity on this wall. Customer  was advised that she would need to contact an electrician to have an electrical outlet installed prior to us relocating this device. Currently they have the ** power and  the set top box HDMI running across the floor to the living room. Educated the customer that we could not place the coaxial line across the floor as it would be a tripping hazard.

  Bottom line is that the customer called in due to the lack of services, rescheduled the appointment and was advised of the dispatch fee.  Customer was charged due to restored services before our arrival.   

  Hopefully this information assists you with your determination.

  Thank you.

   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Opticaltel has a contract with our development to proved phone and internet service with optical fiber. It has been two months and I still have any information as to when I could have service. The standard response from customer service is that they are waiting for updates, that they will send a request for information. I have not been able to get this problem escalated as they do not provide any alternate contact info.Started the installation process on 11/22/23 by calling the company and was infomed that the address for my new home was not in their database. The following are the calls made to Opticaltel to heck on the status 11/22/23 11:10am - Address was not registered. would ask manager to add it 12/01/23 - 2:56pm - Address still not registered 12/06/23 - 10:22am - Address still not registered 12/08/23 - 9:27am - Address still not registered 12/11/23 - 11:18am - Address registered - Sent copy of deed Installation was scheduled for 12/15/23 - Technician arrived and buried the cable. I was informed by the technician that the line was not hooked up to the network.The following are my calls to inquire about the activation 12/15/23 - TICKET No. ******* - Buried cable to the home. Line was not hooked up to the network 01/02/24 Called inquiring about installation..... nothing had been done 01/10/24 Called and was informed that the cable people would be there today. 01/15/24 - Call ***** -Still waiting on construction to make the connection 01/16/24 - ****** - Field manager still waiting for construction schedule 01/17/24 - 10:34am ****** still waiting, no updates 01/22/24 - 10:10am ***** - Will send email to maintenance asking for update - Can't do anything 01/24/24 - 10:35am ******** - Still no news, waiting 01/26/24 - 1:25 pm, still no updates, waiting on third party. would not give options 01/31/24 - 10:44am - *****- Would send another request about status. Nothing he could do.

  Business response

  02/12/2024

  All services are installed.

  Thank you.

   

   

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 6 months we have had intermittent internet service through Opticaltel, losing connectivity for 1-2 weeks at a time. We have contacted Opticaltel each time and they send out a tech. The tech tells us it's a maintenance issue that has to be forwarded to the maintenance department. Service usually comes back for about a week and then the cycle repeats. I have already filed a complaint with the **** We have asked Opticaltel multiple times to prorate our bill for the days we have not have service, but they refuse. But I work from home so this has not only led to a loss of income, but caused me to pay for a service I don't have and that is not reliable. While this is a service provided, the service is a product, which means I shouldn't have to pay for something I'm not getting, especially if they refuse/won't/can't fix it.I would cancel my account and switch providers, but we live in an area where there are only 2 ISPs and the other choice is actually worse than Opticaltel. I would like Opticaltel to refund us the money for each time our service has been out, and permanently fix the issue.

  Business response

  11/15/2023

  Please have the customer provide the dates/times that they experienced an outage and we will confirm those specificities to achieve a credit to their account.

  ******************** provides credits for retail outages upon request and confirmation.

  Thank you for bringing this to our attention.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled Opticaltel **************** in May of 2023. At the time we experienced a three-day outage. The technician and the Opticaltel leaders who were out stated that the system is antiquated and parts do not exist for the underground cable. First I requested a refund and was told no I could only receive a credit to use when I restarted the internet service. I explained that I would not be able to restart the service because it was not reliable and I switched to a new provider. On June 3rd I requested a refund and received a reply allowing for 60 days for the request to be processed. I spoke to Opticaltel on September 28 and was told that the company would call me back, but I never received a call. Two weeks ago I checked again on my refund and was told that the ********************* was not replying to the customer support supervisor's request to provide information and send us our refund.

  Business response

  11/08/2023

  We are sorry to hear about your negative experience. However, it appears this complaint does not pertain to our company or the services we provide.

  Customer response

  11/09/2023

  Attached is a screenshot of the statement from Opticaltel. Also, I have attached the email from Opticaltel. The parenthesis means there is a credit on the account. I have been asking for my refund since June 3rd. 

  Business response

  01/12/2024

  Effective today we credited back to the customers credit card $34.95.   This process usually takes 72 hours for the credit to show up on the credit card.  With that said the customer does not owe us any monies and we removed the promotional discount that was being provided.

  We apologize for the delay in response and thank you for your patience.

   

   

   

  Customer response

  01/16/2024

   
  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 all you did to help resolve the problem. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account number is *********. On August 20, 2023 I called and put in a ticket because my internet speed kept fluctuating. I had a service technician come out to my house several times and they gave me an extender to put on the cable each time my internet went out. I did this until September 7, 2023. They did maintenance on my entire park I live in that day and due to the maintenance that was done the internet has been so bad that I have not been able to use it. Since then I have tested my speeds and one minute it is 4 the next **** then 1.2. The speed is all over the place and nowhere near the 10 mpg I am paying for. Now they are saying that they have figured out the issue and engineering is working on it but has no estimated time being fixed. I am so upset and just want my internet to be fixed.

  Customer response

  11/15/2023

  I am still being told there is no estimated time on when this repair will be done.  How long does the company have to respond to the issue?

  Business response

  01/17/2024

  It appears that the repairs/restoration of internet service have not been satisfactory to this customer.   We have been providing internet service to this customer since October 2023 without any payment.   As of today we have removed all fees.   Effective January 24, 2024  Opticaltel will terminate services to this customer.  As a retail customer they may choose another provider.

  See the confirmation below of their zero balance:

  Date No. Transaction Type Reference Amount Balance
  01/25/2024 ******* Invoice Automated Credit on Disconnect ($15.92) $0.00
  01/25/2024 ******* Invoice Automated Credit on Disconnect ($1.43) $15.92
  01/17/2024 ******* Invoice TICKET No. ******* - Invoice ******* - Credit for January ($64.54) $17.35
  01/17/2024 ******* Invoice TICKET No. ******* - Invoice ******* - Credit for December ($81.89) $81.89
  01/17/2024 ******* Invoice TICKET No. ******* - Invoice ******* - Credit for November ($81.89) $163.78
  01/17/2024 ******* Invoice TICKET No. ******* - Invoice ******* - Credit for October ($81.89) $245.67
  01/01/2024 ******* Invoice $81.89 $327.56
  12/01/2023 ******* Invoice $81.89 $245.67
  11/01/2023 ******* Invoice $81.89 $163.78
  10/01/2023 ******* Invoice $81.89 $81.89
  

  We thank you for your cooperation.

   

   

  Customer response

  01/18/2024

   
  Complaint: 20778488
  
  I am rejecting this response because: We have called maytimes times since we opened the ticket in August and were told by the company that we didn't have to make a payment so that once the issue was fixed they could apply the appropriate credit to the account.  We have been told each time we call they know the issue but don't know when it will be fixed. We never got a call from them that the issue was resolved and we are still having the same issue today. The only the we received was an email stating that they credited our retail amount that is a residential account to a zero balance and are terminating service in 5 days. When icalled to find out why ot was being terminated the person on the phone can not tell me why. They have no reason for the termination.  I do not feel this is a solution tp the issue. It was never fixed. 
  
  Sincerely,
  
  *******************

  Business response

  01/18/2024

  Please note that the customer has consistently complained about our services. Nor is he required to have our service.  Customer may have chosen another provider.   At this time Opticaltel will be disconnecting the internet service since the customer is so dissatisfied and we can both move forward.   The customer has not paid for the services since October and does not need to as we have waived the fees.  The customer may choose another internet provider and there are no monies due on his account.

  We hope this provides more clarity to the resolution.

   

  Thank you.

*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. ↩