Complaints

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:02/08/2023

  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.

  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:

  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.

  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,
  
  
  
  **** *******

• Initial Complaint

  Date:01/30/2023

  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.

  My internet service contract with this company is binding, and I am obligated to pay $60 a month for it. At the end of October, the internet was experiencing an unstable connection, and the internet was off several times. Half of our apartment does not have WIFI signals. On November 4th 2022, we called them to schedule an appointment, and it took them a month to send someone to fix it. However, the issue was not resolved. The technician told us the reason why our apartment does not have WIFI signals is because our account is not activated (I have been living in the apartment for two months and did not have that issue until November), and someone at the company will reactivate the account for us in a few days. We waited until the end of December and the problem was still not resolved. In between, I called several times and they kept asking me what my availability was, but never called back to schedule another appointment. They had not scheduled an appointment for me until now, and there has been no progress in this case. I still have no WIFI signal in my apartment. The case number was ********.

  Business Response

  Date: 02/28/2023

  Hello,

  We are very sorry that you have been experiencing issues with your Internet connection. We have dispatched a technician to address the concern.  You should be receiving communication from your community manager regarding the appointment. If you have further issues, please reach out to support directly @ ###-###-####. Please reference case #********.

  Thank you for your continued patience. Have a nice day!

• Initial Complaint

  Date:01/18/2023

  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.

  I returned to my off campus apartment on January 10th and noticed that I was having issues with my internet. The Ethernet in my entire apartment does not work and the wifi has issues. I am a student at the University of South Carolina and I need internet to complete homework assignments and attend my online courses. The wifi has high packet loss and latency which makes streaming any video very difficult. It is effecting my school work.
  
  I have called their support team a total of 12 times now since my issue began and I have yet to be given a solution or told a date that a technician will be coming to my apartment to fix the issues. Every time I call, I am told that their "higher support" is looking into the issue and they will call me back. They have not called me back once. I have been told 3 times that my case was elevated in urgency but again seen nothing. When I ask to talk to a supervisor, I am put on hold only for them to tell me that "the line for a supervisor is too long right now" and they usher me off the phone. I'm seeking help from the BBB to get a technician sent to my apartment to fix these issues.
  
  Thank you

  Business Response

  Date: 02/14/2023

  Hello,

  We're sorry for the trouble you have been experiencing with your Internet service.  It appears we dispatched a tech on Jan 20 to resolve your ethernet concern.  If you have any further issues, please contact support @ **********.

   

  Thank you!

  Customer Answer

  Date: 02/14/2023

  
  
  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. Thank you for your help!
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:01/09/2023

  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.

  Support Claim made by Single Digits per their website advertising, "The results speak for themselves: 95% of calls are answered within 90 seconds, 100% of calls get tickets created/updated in our web-based portal and 90% of trouble tickets are solved during the first call." This is a completely false statement. I have been on hold multiple times for hours trying to resolve a hotel issue. The General Manager has called for weeks, as well as the Chief Engineer to wait on hold to get cut off, to call back, wait on hold and get told someone will email them. NOTHING GETS DONE. The original request was to open ports on a few switches, which took WEEKS to even get someone to pay attention to the request. Then they charge $400 for this to come back and state all ports are allocated to rooms, do you have any not in use on site. Obviously not. So we had them set up Wireless SSIDs to which they did without internet access. Why would you set up SSIDs without internet access??? Now the conflict they have created has caused a blocker for the networking equipment that I am installing for their Staff Safety System and shut it all down. I emailed multiple times, I have called multiple times, completely IGNORED. They are the worst company I have ever had to work with in my entire life. They do not live up to their marketing claims. I am literally on hold right now for 1 hour and 34 mins, no answer. I have never dealt with an LSP that is this awful and unresponsive and then charges on top of their unresponsive behavior. Just absolute insanity how horrific trying to work with them has been. My vendor appraisal will definitely make the recommendation that they are removed from Marriott as an approved Vendor.

  Business Response

  Date: 04/12/2023

  We're sorry for the troubles you have experienced. The issues with connecting to the Internet via the SSID was resolved with a temporary solution on Jan 4, 2023. A permanent solution was implemented on Jan 24, 2023. Regarding the vendor integration, this was due to missing ports on the switches that were being implemented. This was an error on our part and has been rectified. We've been in contact with the MOD for the integration team and have worked to ensure these issues don't happen again.

  Thank you and let us know if we can assist further by contacting our support team @ ###-###-####.