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Internet Services

Optical Communities

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:11/02/2025

    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.
    I am filing a complaint against Optical Communities, the third-party administrator that manages DirecTV satellite service for my apartment complex. I have lived here since 2021 and have experienced repeated, extended service outages and poor customer support from this company.The most recent outage began on October 8, 2025, with error code 755 Unable to Reach Satellite. Despite multiple calls and troubleshooting, my service remains down as of November 2, 2025. I was told the issue was escalated to corporate, but no one ever followed up. My request to have a supervisor call me back have gone unanswered.This same issue has happened multiple times, most recently in July 2025, when service was down for over a week. On my most recent call, a technician claimed that people bumping into equipment in the control room were causing my outage an unacceptable and unprofessional explanation.Optical Communities only suggestion has been to use the DirecTV streaming app, which does not work properly and constantly freezes. Since I do not have a smart TV and only one firestick, this is not a viable solution for my household.Customer service representatives are unhelpful and refuse to escalate to supervisors. I also contacted ******* directly, who confirmed that only Optical Communities can resolve my issue since they are the third-party provider. My leasing office has also confirmed they are unable to intervene because of an ongoing contract with Optical.I am requesting:1.An investigation into Optical Communities customer service and maintenance ************* refund or billing credit for the time my service has been out.3.Action to ensure customers can get timely, direct support and resolution when service is interrupted.Optical Communities has shown a complete lack of accountability and customer care, and I am asking for ********************* help in getting this issue resolved and investigated.

    Business Response

    Date: 11/11/2025

    We followed up when you reported the issue. Another vendor was working across all of the telecom rooms in the Property creating chaos which included outages across the Property, outages that impacted many of the buildings & as well specific outages or a loss of signal to DIRECTV customers (which manifested itself as "Error 775" or loss of signal that you reported). These outages & loss of service were caused as a byproduct of this vendor's work which negatively impacted our service & went on for weeks (wrenching the fiber optic cable, removing & relocating our equipment in the telecom rooms, unplugging equipment from the electrical outlets & plugging them in elsewhere, breaking cables, etc.).

    The DIRECTV service available to your Property includes either the streaming service (DIRECTV STREAM) which is widely available to many devices including TVS (where one can watch via the App embedded in the TV, or cast to their TV, or connect a device via HDMI to output on their TV) or the legacy satellite service.When you called to report the issue with your satellite service, we promptly communicated the ability to stream so that you would not lose one minute of your DIRECTV programming -- especially given that that everyone streams today as this is 2025 (and thus your service has not lapsed for any period of time).

    We are reaching out to schedule a Technician who will be on-site mid-week this week now that the vendor is no longer actively working in the telecom rooms & things have calmed down,

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