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Business Profile

Network Computers

Single Digits, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 67 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/06/2023

    Type:Service or Repair 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.
    My cable service went out six days ago. The first technical service rep guided me through the troubleshooting, with no resolution. She created a maintenance ticket and told me she was going to be in touch with a senior engineer to create a slot, in which a tech manager would come and resolve the issue. Since that first phone conversation, I have had no return phone calls from Single Digits. I have made daily inquiries and have even involved my property manager. The responses are all the same, as if they have been scripted. I have been told that the tech manager has not returned their email, therefore they can't schedule a slot. Mind you, the tech manager (according to what they told me) is the person who actually makes the maintenance visit to the residence. When I asked to speak to the supervisor, I was told that they were busy with "a volume of calls" and my name was on the list to call. I called today right before their close of business with the same answer and was told to "keep a free line open" because they would be calling. Three hours later...it hasn't. I just want my cable fixed and there is no one else I can speak with other than the person who answers the phone. I sent an email request via their website and the response almost seemed like a template. I am a customer whose account is, and always has been, up-to-date and I don't see Single Digits providing the necessary maintenance on their product.

    Business Response

    Date: 08/14/2023

    We show all tickets for this resident resolved.  The latest ticket (********) was resolved with dispatch on 7/11/2023.  Part of the length of response was Single Digits waiting on a response from the client.

  • Initial Complaint

    Date:06/06/2023

    Type:Service or Repair 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.
    I pay the company for 500mbps. I receive speeds that vary from 7mbps to 35mbps. Sometimes reaches 250 with lag spikes and connectivity issues.

    Business Response

    Date: 06/07/2023

    Hello,

    We're sorry for the speed issues you've been experiencing with your Internet service. In order to resolve your issue, please provide more details to support directly @ ###-###-####.

    Thank you and have a nice day!

  • Initial Complaint

    Date:06/06/2023

    Type:Service or Repair 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.
    This internet service is TERRIBLE. I live in an apartment complex that uses Single Digits as an internet provider and we’ve had unresolved issues with the internet for weeks with no resolution in sight. I’m a remote worker and these interruptions have made it extremely difficult to work. I’ve spent 8+ hours on the phone with customer service, which has felt like a merry go round of ridiculous troubleshooting. I’ve also reached out to the regional manager James Ter Doest to escalate the issue. He has not responded. At this point, I’m resorting to writing this review as I’m unsure how/if this will be resolved.

    Business Response

    Date: 06/07/2023

    Hello,

    We're sorry for the issues you've been experiencing with the Internet service. In order to resolve your issue, please provide more details to support directly @ ###-###-####.

    Thank you and have a nice day!

    Customer Answer

    Date: 06/07/2023


    Complaint: ********

    I do not accept the business's response as a resolution to my complaint because this is the same exact contact number I have been reaching out to for weeks and had zero success. At this point, I need this situation handled differently. Please contact me directly. 

    Sincerely,

    ****** ***

    Business Response

    Date: 06/28/2023

    Hello,

    We scheduled a technician dispatch on June 15 to troubleshoot and resolve the issue.  That appointment was cancelled by ****** stating that the issue had already been resolved.  Please let us know if there are any further issues with your WiFi.

     

     

  • Initial Complaint

    Date:06/05/2023

    Type:Service or Repair 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.
    There is an internet outage at my apartment complex. I called customer support to ask about a timeline. The first rep hung up on me. The next two were less than helpful. They refused to let me speak to a manager. They also would give no information about the outage. All three reps were very unprofessional and they did nothing but waste hours of my time.

    Business Response

    Date: 06/07/2023

    Hello,

    We're sorry for the trouble you've experienced with your Internet service. We have a technician scheduled June 7 to replace a faulty piece of equipment in the MDF that should resolve issues site-wide.

    Thank you and have a nice day!

  • Initial Complaint

    Date:05/30/2023

    Type:Service or Repair 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.
    I am currently a student and WFH and since my time living at coastal village the internet has gone done many of times. As of this week I discovered that my Ethernet doesn’t work and my WIFI has been connecting and disconnecting throughout the day giving spotty service having me to use my hotspot/ data to do my work. When I call single digits to help with the problem she tells me they have to go through trouble shooting steps before sending someone. After an hour on the phone and majority of the call having me on hold, none of the “trouble shooting” worked. And then she said she would send it up to higher urgency. It has been DAYS since the initial phone call and the problem is still not resolved and no one has called me to resolve it. This is very disheartening that I have to go out of my way to do my normal day to day task because my internet is constantly down and I can never get it fixed.

    Business Response

    Date: 08/14/2023

    We show all tickets for this resident closed.  Tickets go back to April 2023.  Each of these were closed after several attempts to contact and validate with the client.  If issues are still open, please contact support again.  The last closed ticket was opened 7/29/2023.

  • Initial Complaint

    Date:05/22/2023

    Type:Service or Repair 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.
    Internet has been out since Wednesday and it is not Friday. I originally called on Wednesday and they said it was something affecting my apartment complex that was causing the internet outage and that they were escalating the issue. I called again on Friday to find out that all they have done is close the ticket and open a new ticket. They were not able to give me a time frame. I work from home virtually and not having internet means that I have to use PTO. I have had to pick up an additional internet service on top of single digits, just to make sure that the internet outage does not cost me money as I work from home for my primary business and have my own company as well.

    Business Response

    Date: 05/30/2023

    Hello,

    We are sorry for the Internet issues you have experienced.  According to our records, there was an outage that affected many residents and was resolved on May 24.  Our team attempted to reach you for follow-up to no avail.  If you are still experiencing issues with your service, please reach out to support directly @ ###-###-####.

    Thank you and have a nice day.

  • Initial Complaint

    Date:04/18/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    As a provider to an apartment complex within 5 miles of a major SEC university that mainly houses students who spend most of their hours at home studying, the service provided to Oakbrook Apartments in Baton Rouge is completely unacceptable. Our wifi has gone out 3 times in the past week. While the complex does its best to keep its renters updated on the issue, it’s really hard to look past these problems considering the severity of not having wifi as a college student. On top of this, it takes 24+ hours for our wifi to be restored each time it goes out. It is currently 2:30 am and I would much rather be finishing up my assignments that require internet connection than to be sitting here typing this. Please do better single digits. Especially in areas that home major universities.

    Business Response

    Date: 06/07/2023

    Hello,

    We're sorry you've experienced issues with your Internet service.  SingleDigits identified a faulty battery backup that was causing multiple site-wide issues. This has been resolved. If you have any further issues, please reach out to support directly @ ###-###-####.

    Thank you and have a nice day!

    Customer Answer

    Date: 06/07/2023


    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

    Date:03/22/2023

    Type:Service or Repair 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.
    I moved into this apartment complex that uses SIngledigits and has no other internet provider. I work from home. My work laptop and home laptop cannot connect to the internet. This has been like this for two days. The internet disconnects every 10 to 15 minutes. Due to this issue, which I have called the company several times and they have not resolved, my work has been affected. I was shocked that in a country such as the United States of America and with modern technology there has not been a solution. I demand an immediate solution. This is affecting my life, especially my job. I have not been able to use both my work and personal laptops for two days, and counting.

    Business Response

    Date: 05/30/2023

    Hello,

    We apologize for the Internet issues you have experienced. According to our notes for ticket #********, Single Digits' last communication with you was on March 24. We have attempted to contact you multiple times in regards to your connection issues to no avail.  If you are still having issues with your service, please reach out to support directly @ ###-###-####.  

    Thank you and have a nice day!

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair 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.
    My husband and I moved to tuscaloosa Alabama 3 1/2 months ago. Not for one single day have we gotten one single shred of WIFI. You call the company and they perform FAKE trouble shooting for hours. Customer service leads you on everytime you call. They have no network and no technicians to assist you. Calling customer service is a complete waste of time. Complete and utter SCAM. If I had known I wouldn't have internet or Cable for my devices I would have moved somewhere else! This is disgusting!!! My husband needs to complete education hours and we won't be able to do that!!!!

    Business Response

    Date: 02/15/2023

    Hello,

    We're sorry for the issues you have had with Internet service at your community.

    It looks as though the issue was resolved as of yesterday due to a switchport issue. If you have any further issues, please reach out to support directly @ ###-###-####.

    Thank you and have a great day!

  • Initial Complaint

    Date:02/07/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a resident of Collegiate Suites in Blacksburg, VA and I am illegally forced to use Single Digits as the sole ISP. In my entire time of living here, I have never had a stable internet connection that has lasted more than an hour. I've called Single Digits to fix the internet speeds and it is a constant fight. There have been 5 times when the technician did not show up to the scheduled appointment and by some miracle, if they do, they don't know how to fix the problem. I want Single Digits to actually come down and fix the problem because it is not just me, but almost everyone else on the property who is dealing with the same problem. I am so tired of having to fight for decent internet. I want it known that Single Digits is violating FCC laws regarding there can't be only one choice for ISP. Please actually fix the problem. I'm surprised that this company is still in business when this company is the primary reason why people are moving for mediocre service and worse product.

    Business Response

    Date: 06/07/2023

    Hello,

    We're sorry you've been having issues with Internet service at your community. We have been working with property management as they are out of SingleDigits control.  We have experienced multiple outages due to a local fiber issue that have since been resolved.  If you have further issues, please contact our support team directly @ ###-###-####.

    Thank you and have a nice day!

    Customer Answer

    Date: 06/07/2023


    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,

    **** *******

Single Digits, Inc. is NOT a BBB Accredited Business.

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