Complaints

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

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  Socket Telecom, LLC

  2703 Clark Ln Columbia, MO 65202-2432

• 

  Socket Telecom, LLC

  PO Box 7716 Columbia, MO 65205-7716

• 

  Socket Telecom, LLC

  5301 Veterans Memorial Pkwy Ste 103 Cottleville, MO 63376-2299

• 

  Socket Telecom, LLC

  PO Box 7085 Columbia, MO 65205-7085

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:04/29/2025

  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.

  Complaint: 23264158
  
  I have reviewed the business' response and am rejecting it because:  my husband was told that the cable would be run around the back of the house.   He, along with other people that I have discussed this phrase with,  assumed that meant underground.   The supervisor did not explain that it would involve mounting it to the house with approximately 50 screws being placed through our vinyl siding.  This voids the warranty for the siding.  I would expect a supervisor to have better training and communication.  I was told that installation options would be discussed.   My husband showed them an easy entry point for the cable to enter the house and they said they could do that and would go around the back of the house.  He assumed underground.   Nothing more was discussed and nothing was said about attaching to the length of the house with screws every ***** inches.  We would have discussed other options.   I have provided ******* videos explaining this is not appropriate installation and demonstrations of cable clips designed for vinyl siding.  They also put in eight 90 degree bends in fiber optic cable which I doubt is best practices for installation.  

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

  damaged pieces of siding, and a link to a ******* video (link below) that clearly states that you can't mount cable to vinyl siding like this because it voids the warranty. After contacting Socket multiple times, they refused to move the cable and repair the siding, saying that their crew told my husband how they were going to install the cable. They only told him that they were going to go around the back of the house, not anything about mounting it to the siding with screws. I am asking for the cable to be run underground to the point where it enters the house in the living room and to pay for the replacement of the damaged pieces of vinyl *********** to ******* video explaining that you cannot mount cable clamps with screws to vinyl siding:*******************************************

  Business Response

  Date: 06/06/2025

  The Socket Field Supervisor was on-site during the scheduled installation date on 2025-10-25. On that day we explained to the customer the entry point and the path for the jumper run per their request, this was approved by the husband and we moved forward with the installation. We were not able to tuck the jumper along the bottom of their siding as the jumper would not have stayed in place. The jumper cannot go behind the siding as it will cause issues if it ever needed to be replaced at a later date. Socket doesn't pull siding, as this can cause major damage to the siding itself. We would have no access to jumper if the siding were ever to be replaced if it was behind the siding. This has been explained again to the customer today 6/6/25.

  Business Response

  Date: 06/06/2025

  No further action can be take unless the fiber jumper is ran next to the existing FET location. 

• Initial Complaint

  Date:11/08/2024

  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.

  Socket came into our front and back yard without permission or consent. The yard is destroyed and dirt/ debris are everywhere.

  Business Response

  Date: 11/13/2024

  This was brought to our attention and escalated to the construction management group with request to restore the property on Fri 11/08.. This typically can take between 7-10 business days and is weather permitting. We do apologize for the concern as request for services were submitted by a door to door representative that made contact with the customer to establish services. 

• Initial Complaint

  Date:10/31/2024

  Type:Customer Service 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ******e. They do not have the knowledge of their product to be selling it. I am certain I am not the only customer with issues of no service.

  Business Response

  Date: 11/06/2024

  ********************** was impacted by a known network event that affected multiple customers. This issue has since been successfully resolved for those who reported it as the TV app went through automatic **********. Sexton was contacted on November 4th, and he did have to manually upgrade the Socket TV app on his Socket TV devices. At that time, he was no longer having issues with the streaming service, and he has not reported any further issues since the upgrade. The Socket technical team reached out to Mr. ****** on 11/6/2024 and confirmed that his service is still working.

• Initial Complaint

  Date:07/29/2024

  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.

  Complaint: 22060138
  
  I have reviewed the business' response and am rejecting it because:
  
  First, they are not addressing the original issue, which is, they said they would put the service where the existing internet service was, and they have never done that. Now they are charging an exorbitant amount of money to correct the error they made.

  Second, no one at socket can explain to me why they cant just run a line from the manhole on the northeast side of my property to where it needs to be without all this additional work. My neighbor has recently been given a service out of that manhole directly to his side of the house nearby mine -why cant I have that?I find it hard to believe theres only one line hookup available in that manhole?. The manhole on the northwest side of my house goes to my house (albeit not where it needs to be) and to my neighbor to the west (2 connections).why is the manhole northwest of my property limited to one connection and why would I have to pay for it to be done correctly?

  Thirdly, this whole process has me feeling singled out and punished for not being present at the initial installation. Again, I was told I didnt need to be there and they would just put it on the side of the house where the existing service was.

  Fourth and last, socket used to be a reliable company. I had your service and enjoyed at another location . I never had a customer service issue. Now all of a sudden, you are charging for things that none of my neighbors have had to pay for. Its highly unusual! If its not, then please detail another similar case? Fixing the error that you made would be a small financial expense for Socket but for me, a nearly retired individual trying to run a small business its a significant financial matter. Please get this line moved. ****

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

  Business Response

  Date: 07/30/2024

  The request to move the fiber drop was received after the work was completed. Site survey, typically $150, was created and completed with the customer. To move the drop, charges would occur as this was advised at the time of the site survey creation. 

  If customer approved charges and makes payment, this will bring the drop from the case they are spliced in currently thru the duct between the vaults to the vault at the north side of the property then plow the drop to the northeast side of the house by the tv box. An itemized invoice was created and available to the customer with the breakdown of the cost to move the drop. At this time only payment received has been $75 of the total $947 estimate. 
  

  Business Response

  Date: 08/02/2024

  Standard installation process we typically will mount the *** on the same side of the home that existing utilities are. Unless the layout of the home keeps us from doing so or obstacles keep us from doing so, that is the normal process. This is specific to the power as the utility, not existing internet services with another carrier. 

  No invoice has been created as we have not moved the drop. If the customer would like the drop moved, the fees would still apply. 

  Customer Answer

  Date: 08/06/2024

  Complaint: 22060138

  
  I have reviewed the business' response and am rejecting it because:

  I would like a Socket employee with knowledge of the situation and the constructed layout of the Socket manholes, to please come out here to speak to me about the matter. Do not send the last guy that came as he literally said he had "no idea how the service manholes worked in my area, but he would report back to Socket what I wanted". I'd like this knowledgeable person to make a clear demonstration of why I can't just have service out of the manhole on the 'correct' side of my house, the side that my neighbor literally just had installation out of. If they have to open the manhole and show me that there is only one connection in that manhole and my neighbor already has it, then let's do that. All that I'm hearing from Socket is there is huge expense ($975) to relocate and pull wires. I want you to demonstrate to me that is the only way, otherwise I am assuming you are missing something or you are punishing me.

  I would be happy to open the manhole and send you photos?

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

• Initial Complaint

  Date:07/11/2024

  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.

  Complaint: 21974409
  I am rejecting this response because: I connected with Socket because they advertised up to 100 Mbps using optic cable. After the first installation they put the modem in the garage which according to the Socket installation serviceman is against Socket policy to install a modem in the garage. Since the signal could not exceed about 50 Mbps I was told the modem should be moved into the main house. I paid Socket $120 to move the modem which I shouldn't have to because they installed in the garage against their policy which should not have been done. Moving the modem to the house increased the signal to about 75 Mbps which I agreed was acceptable based on the opinion of the service person as the best I could expect even though there was no clear explanation of why the 100 Mbps could not be obtained. The signal has been satisfactory until 7/4.

       After having the problem with opening a website window on 7/4 the signal dropped to about 35 Mbps as described in the BBB complaint. Up to now I was able to talk to helpful Socket tech support people and get help resolving a problem at my home location. It seems now Socket has changed their policy in offering help assuring satisfactory service to customers and will only check their service at the office. It seems now and one has to just accept their word the signal is fine (whatever that means) when the service at the computer in my home is only 35 Mbps.

  I changed to Socket because I thought it was a reputable company, but now it seems like all they care about is selling a substandard service and then couldn't care less about satisfactory service after the sale.

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

  d from my previous Wifi provider. The only reason I did was because they offer optic cable service which I now feel is no benefit because of their poor service otherwise.

  Business Response

  Date: 07/12/2024

  Socket reviewed the ticket and the call recordings. Confirmed that services are provisioned and delivered for the package speeds. We can not guarantee speeds over wifi and speedtests are recommended to be hardwired connected to the router as well as the optical network terminal. Speedtest should then be the downloaded application with the wifi disconnected for the best results using a computer or laptop. The technical support agent assisted with the call, by trouble shooting up to Socket's equipment confirmed that there did not appear to be any issues that would result in poor speeds. 

  Business Response

  Date: 07/17/2024

  There are not any open trouble tickets currently on this account. If you are still experiencing issues with hardwired connection we recommend calling technical support for further assistance. Wireless speeds are not guaranteed. 

• Initial Complaint

  Date:11/23/2023

  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.

  I got the service a few months ago and it is very unreliable. Always shutting down. And the internet speed is not as advertised.

  Business Response

  Date: 12/05/2023

  ****,

  Thank-you for taking the time speak with me in regards to you issue.  We are glad to hear that you were able to resolve the problem.  If you run into any additional issues, please don't hesitate to reach out to our technical support at *************.  

  Thank-you,

  ***** ****

  Customer Service Manager

• Initial Complaint

  Date:11/17/2023

  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.

  Complaint: 20885004
  
  I am rejecting this response because:
  
  I have still not received the check. I called on Friday the 17th and the agent said they were still waiting on the check to be mailed, so I doubt it was mailed on 11/13. 

  A satisfactory resolution would be to cancel the check and give me credit on my socket account if that could be done. 

  
  Thanks!
  
  *************************

  Business Response

  Date: 11/20/2023

  Socket reached out to the contractor that originally sent out the check. The contractor confirmed that a new check was mailed out on 11/13/23. Reference number for tracking was created on the account, #*****, and update was received on 11/17/2023. 

  Business Response

  Date: 11/22/2023

  The check is being issued by the contractor. Unfortunately we can not apply this as a credit on the account as it was paid directly from the contracting company and not Socket. As previously stated the check was sent out in the mail on 11/13. Depending on the **** mail system and timeline it should be delivered to the customer's service address. 

  Customer Answer

  Date: 11/22/2023

  Received check, please close

• Initial Complaint

  Date:11/01/2023

  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.

  Invoice date range is from September 5th-October 20th. I’m being charged for two months when one statement shows 5th-20th and the other shows 1st of October through the 20th of October.

  Business Response

  Date: 11/02/2023

  Hi *******, 

  We have reviewed your account details and the billing is accurate for your account.  Our records indicate you signed up for service on 9/5.  The invoice sent in September is for September
  service only, but not due until 10/20.   We did not make the September invoice due until the following month since you did not have service for the full month.

  The invoice sent on 10/1 has a $75 charge for October service, which is a full month payment for October service.  Thus, the charges are not duplicate.  The due date does not reflect the service dates.  Our service dates begin on the 1st of the month and run through the end of the month.  This is why you are seeing a prorated invoice for September that is less than the $75 package+router you signed up for. 

   

  Please let us know if you have any additional questions and we will be happy to clarify them for you.

  Thank-you,

  Socket Customer Service

• Initial Complaint

  Date:11/01/2023

  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.

  Complaint: 20811583
  
  I am rejecting this response because:
  There has been  NO YARD restoration.  The last time they were in my yard they were still destroying it. Big holes ALL my grass was killed. $2500 in damage to the yard. Killing all of the grass has caused soil erosion.  They have done NOTHING to remedy this situation other than tell me that they would "pass it along to the field supervisor." They are making false claims,  they have only given false promises.  Not a word about telling me  "F#ck your mother " when asked them NOT to kill my beautiful lawn (see photos) I am a disabled combat veteran.  I am unable to fix my yard myself. I have been cussed out, threatened and treated like I was damaging THEIR property. Not a single solitary action has been made to restore any of their damage. I reject their untrue assertion and again request a compensation to hire someone to fix my yard.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/17/2023

  Socket has reviewed the Better Business Bureau complaint.   Our findings indicate the damage to the concrete was not completed by Socket.  Cracks in the driveway and sidewalk were present before Socket work being completed. Yard restoration has previously been completed. 

  Thank-you,

  Socket Customer Service

  Business Response

  Date: 11/21/2023

  Thank you for reaching out.  At Socket, we know yard damage and construction can be unpleasant for a homeowner.  Because of this, we apologize for the disturbance from the construction of our fiber lines.  After construction of our fiber lines in an area, we complete yard restoration to the yards that were disturbed by crews. 

  We additionally apologize for your experience and that it did not meet your expectations.  

  Thank-you,

  Customer Service