Been with Socket now for a while, happy to support a local company. Last month I called them to set up an on-line login so I could pay my bill that way instead of having to call it in every month. When I tried to do that, the login wouldn't work. I couldn't pay the bill by the due date because of that, and got charged a late fee. When I called the next business day to get things straightened out, I found the reason the login wouldn't work was they had left out two of the characters of the email address used as the log-in ID. (Calling them by phone and telling someone what to enter is apparently the only way to set up an on-line login). The customer service person I talked to was apparently an idiot. Him: "Okay, I've got that updated now. Why don't you log in to test it out?" Me: "I can't. My service was cut off because I didn't pay in time, remember?" Him: "I guess you'll be paying by phone then. Will you be using card or check?" ...and not ONCE did he apologize for their screwing it up, or offer to waive the late fee because it was their screw-up. Going to be switching providers as fast as I can get an appointment set up. read more

Our internet service went out five days ago and have been getting the runaround from telephone customer service and technicians coming to the house. Extremely frustrated and disappointed. read more

I just moved into Kelly Highlands Apartments. Socket notified me that they do cover my area, so they scheduled an installation appointment for one week later. The day of installation, no one showed up. I called to ask where the technician was, and I was told that my appointment had been cancelled because Socket does not cover my area?! They did not bother to call or email me to notify me of this cancellation. And now I am without internet. Poor customer service, communication, and quality. I do not recommend. read more

STAY AWAY FROM SOCKET TELECOM! I moved into a new construction home in CoMo. The only internet service "available" for the area. ( I tried spectrum, mediacom and century link first) The first individual I called told me "15 business days" for the install on 12/19/2020. After 2 calls trying to find out more information I was told finally on 01/08/2021 that it was actually 15-20 business days for the "drop in" in the neighborhood. (this was actually done in two days but no one decided to mention this.) Then an additional 2 weeks for "splicing" they added me to a "expedited splice list" at this time (Third call). I noted how I was not pleased and how I was working from home and how it had already cost me $120.00 to buy a wireless hot spot and service to work temporarily and my kids were unable to attend on line school during the covid-19 stay home order. Then on 01/13/2021 they finally completed the splice and called me stating it would be an additional 2 days 01/15/2021 before someone could come and in-house install. and that it was "policy" that they schedule 2 days out no matter if someone is available before that. If I had ANY other option I would go elsewhere. 4 days less than a month to get service is horrible. read more

Where to begin? I switched to socket on 1/31/17. All was fine until May of 2018. That's when websites were loading slowly to the point that often they would time out while loading or I'd get a message about the page not being available. My streaming was worse. Connection wheel would spin around for a long time. More often than not I would get a message, "This episode is no longer available." I put up with this for 4 months then called technical support. I was on the phone with the representative for over an hour with them while he tried all that he could to speed up internet access. That's when I found out that MBS is 4.5. Nothing he tried helped. I called again in late September and got bumped up to 6 MBS. That didn't help improve loading speed. I started with the local cable company and things are fine. So, my conclusion is that Socket tech support is less than forthcoming about the real reason for this type of issue. The reps are patient, though. But wait there's more. I disconnected Socket's services on October 9th. Today I returned the modem. When I asked about a prorated refund of the $60.00 I paid for October, I was told if I had disconnected by the end of September I would not have been billed for October. So since I didn't, I'm on the hook for the whole month ..no proration. I said but I don't have the service. I was told in so many words that this is their policy. The business doesn't seem to care about residential subscribers because the business subscribers are much more lucrative. BEWARE, BEWARE, BEWARE! read more

Socket dsl internet fails regularly, at least once a month, something several times a month. Service takes 5-10 days to respond.

Today Socket called to tell me that I owed a $160.00 balance for the modem that I returned to them and they were sending it to collections, as I had not paid it. When I told them that I never received a bill AND had returned the modem, they said that the bill was return mailed to them. Lived in the same house for 10 years. Never had that issue before. Seriously, worst company EVER. read more

They came to our Georgetown neighborhood and took a deposit on the plan I wanted but are refusing to honor it now that it is time to install the service. Wanted the 2yr pre pay and then raised their prices of just internet to 85 a month... so basically they are trying to gwt me to pay 1040 MORE than their advertized price AT THE TIME OF PURCHASE. read more

Ive lived in Columbia for eight years and have used every internet provider available in town in that time period. Socket is by far the best option for me. Their customer service is excellent. Fast, friendly, knowledgable. I appreciate that they are able to unbundle services. My internet speed is excellent...and they are local. read more

I live in the Green Meadows area and my experience was nearly the same as ZZ. Paid flat $550 for one year of 10 mb service hoping we would get 8 or 9. Apparently they rent a lot of their lines from Centurylink and don't know what they can actually provide until you try it out. Took a couple weeks for me to get it set up as we still had Centurylink until our home number was ported to VOIP. Said their service should work when Centurylink was turned off but had to call back and get them to come out and "tie it down". Worked on desktop but then no wireless. Another long call and discovered the password provided was not the same that was programed in the wireless router they provided. Reset password and seemed to work. Noticed quickly that service would drop every 10 minutes. Called back again next day and they recommended shorter phone line to the modem. Knew this wouldn't work but that night I moved modem and used the phone line they provided. No luck. Called back and they ran several tests. Had me run extension cord to outside phone box and plug in direct at the box. Same problem. Ultimately reduced speed to 6 MB to get a more consistent service. Router would not cover whole house and still dropped occasionally and we weren't getting the speed we paid for (in advance mind you). Called back to cancel. Felt like I shouldn't pay anything as I didn't ever get what we paid for. Ultimately charged us $54.95 for one month at 6 mb after they were going to charge me a month for 10mb. Never even set up Netflix, Hulu, or Amazon so our usage was minimal. Giant hassle and paid more than I would have if I would have stayed with my previous provider. They are local (I try to support local businesses when I can) and the phone support people were all very nice. However, if you can't deliver what someone paid for, I don't think they should be charged for an inferior product they put up with for a month. My business account is with them also but that didn't seem to matter. read more

Customer service is the worst. You get told different things by different people and management will not make good on what their employees commit to you. We were told that the fiber was supposed to be great but we have nothing but trouble with it. Always buffering, very slow! I would stay away from this company!!! read more

You should think about providing your Tech Support folks with some basic lessons in how electricity works. Your tech just posited a theory that my internet dropping out randomly was due to micro surges between my surge protector and my modem, caused by lightning strikes. When he said that, it was 72 and sunny. With no lightning activity in the area for the last month. If your tech support is going to tell a science fiction story, at least make it plausible Science Fiction. read more

My company had signed a 3 year contract with this company right before I started. This is by far the worst internet service I've ever experienced. It feels like we are back to dial up. The only thing worse than their internet service is their customer service. It took over 6 months to get our phone numbers transferred with one mess up after another. And the only way they will let us out of our contract is to pay it in full. HORRIBLE COMPANY!!!!! read more

As far as internet in Columbia is concerned, this has been the best experience thus far. Mediacom is a joke as far as customer service, uptime, etc... So Socket was a welcome change. Installation had a hiccup on their side, but they sent Scott(I think) out an hour later and had everything running great. Speeds are fairly close to what I was promised. Only downside is 6 megabit is the highest speed I was offered. Still better than Mediacom. read more

I signed up for the year of service in August of 2013. It was unstable and cut out intermittently, and as other people here have attested, their customer service is friendly on the phone, but it's like pulling teeth to get them to actually do anything. After two or three months, I just decided to deal with it. Anyway, fast forward to two weeks ago when I called to change my service address prior to moving. I was told the service would be up and running by the end of the week (four business days). When that day came and went and the service didn't work, I called customer service and was told it was "probably" the phone company. They told me they would put in an order and it should be resolved within 24 hours. When it did not work after the allotted 24 hours, I again had to call customer service and was told I needed to take my modem outside and plug it into the phone jack to test the connection. I flat out told them "no, this is why I'm paying you" and forced them to schedule a technician to come out. Of course it was another 4 days before anyone came and when they did, nobody came to the door to explain the situation. To get an explanation, I had to call customer service, who told me again that it's the phone company. Needless to say, I'm extremely tired of the runaround and rank amateurishness of the company. I wanted to stay local, but this is unacceptable and I'll be taking my business elsewhere when my contract is up. read more

I closed my account. When I went in to return my router they said I still owed $72.89. No explanation, just said I had past due charges. I will never work with them again. read more

I own a local, small business in Columbia (a dance school) that made it through the worst of the pandemic and quarantine period, not without struggle, but we made it. I am not asking for anything as I take responsibility for my mistake but I wanted to share our current situation to warn others: We had signed up for Socket internet to offer virtual classes for our students. Unfortunately, in the rush to get internet as quickly as possible, I must've skimmed the contract for service and missed that it was a 36-month contract. Of note, Socket is the only internet provider option for my business. Now, we are needing to cut costs and are no longer teaching virtual classes so no longer need internet. I called Socket to inquire how we cancel and the process for getting that started. I ended up calling 10+ more times over 6+ weeks to find out via an email response that I have no options other than to pay over $3700 to terminate our contract. I embarrassingly begged on the last phone call that they work with me as they claimed to have done with other businesses. I also just found out that not only are they charging me for the services we are cancelling (including the internet service and the router rental fee we will no longer be using) they are adding in the previously waived set-up fee of $854. I am still in shock that any local company would be comfortable doing business this way. read more

Terrible customer service, they lie about everything & over charge & when you call to talk to someone they give you the run around

I've had naked dsl service with Socket from June 2013 to Present (Feb 2016). In 2 1/2 years, I have had 7-8 months of "reliable" internet service. The rest of the time, the internet is unstable, intermittent, drops out, and just plain unusable. Customer service is friendly but they tend to blame the phone company a lot since they rent the services lines from them. It took me 9 months from signing up with them to when the problem was finally fixed to get a decent connection because no one from their company or the telephone company wanted to come out and replace a faulty component at the service pole. Once they did, speed and connection got better. 9 MONTHS, GEEZ! I was even told by one of the field techs that he used another company for internet at his house because his company's service was crap. I pay $50/ month for 10-12 mbps speed. Fastest that I have seen was 7 mbps while most of the time it won't go above 2 mbps and drops out. I would highly recommend paying more with another company for internet service that is reliable then to use this company. read more

My mom's phone service stopped working Saturday. I called for her, and they were less than helpful. Gabriel had to ask his supervisor everything. I am assuming they just hire someone to answer the phones on the weekend, but they have no technical experience. They wanted a 78 year old woman to do all of the work, including opening the box (which is nearly impossible to do) and unplugging the battery from the wires. I ended up driving to her house to do it for her, but that is not our job! We are not the technicians. Then she told them to just cancel her service, which Gabriel gladly transferred us right on over. They do not care about their customers. They were real quick to let her go, even though she's been a customer for years! I am currently a customer as well, but I probably won't be for long. If this is how they treat their customers, why would anyone want to stay with them? I also asked for the supervisor's name, but Gabriel wouldn't give it to me. I am very disappointed in Socket! read more

Wow, they cost just as much as Century Link but without long distance and caller ID. Those "premium" features cost extra. And after working decently for a while, our DSL suddenly slowed down to a crawl. Tech "support" told me it was because I was using Apple products and I should buy a new router from them. Unbelievable. Turns out it was a problem with Socket's equipment after all. I DO NOT recommend. I went with them because I wanted to stay local. It was a mistake. Luckily I am moving soon to a different community and look forward to canceling my service. read more

Unacceptable customer service! Our internet was on and off for a month now. Last week it stopped working all together, and we called the customer service. They promised us to fix it within couple of days. It has been 10 days already and the internet is not working. We are calling the company every day, and every day they promise us to come tomorrow. read more

We have had socket for 2 years. The speed is fast...but heaven help you if you need customer service or a tech. We just received our bill for the past month...our service has been down the whole month. I called to tell them there had been a mistake because I refuse to pay for a service we couldn't use. They said they understood and would get back to me :( I'm not holding my breath. I think dial-up would be less frustrating than dealing with this company. read more

These folks go above and beyond with technical support and customer service. Really patient and helpful.

Had Socket for 1 month. Never had service. They came out to my house 3 times to fix it & never had success. I canceled my service, told them I wouldn't pay because it never worked...& now they've sent $50 to collections...Thanks Socket :) read more

Terrible service, horrible reliability. DO NOT make the mistake of paying full price for internet services that function properly less than half the time. Absolutely awful, don't waste your money. read more

Worst service I have ever had. My internet is constantly out and when I had a service rep come out they told me that the modem and router were installed incorrectly. Then I was told that I would have to pay them $60 an hour for however long it took for them to move the equipment and install correctly. So basically I had to pay them to fix a job they did wrong the first time. I called to speak to a manager and was told I can either pay to have it moved or discontinue service. Avoid socket if possible read more

I had socket for two years I believe. We live in Saint Peters, Missouri. The reason I don't know how long we had it is because 50% of the time it didn't work. I paid my bill consistently throughout this NON-WORKING time. I called and called and called. they would tell me I see your computers working fine. Well glad you can "see" our computers because they DO NOT CONNECT to your stupid internet. nothing worked EVER. Finally I got tired of paying and called and had them disconnect. They keep sending me the last month's bill for $55. REALLY? not a chance in hell I am paying them one more cent of my money. you people are ridiculous. DO YOURSELF A FAVOR AND DO NOT GET THIS INTERNET SERVICE. They are very nice on the phone and attempt to help you but immediately after you hang up, it goes off again. and you have to call again ,and so on and so on. Every time I had a vacation day or time off, I spent it dealing with this issue. I just got tired of it. They WILL NOT send a technician out to your house. YOU HAVE TO FIX IT YOURSELF with the technician on the phone which sometimes take HOURS OF YOUR TIME. PLEASE DO YOURSELF A FAVOR DON'T CALL THEM. read more

Socket is an utterly dishonest, untrustworthy, downright malicious company. For years I had a post office box next to theirs at the Columbia post office. Occasionally the mail clerk makes mistakes, placing mail in the wrong box, so occasionally I would get Socket's mail and they would get mine, including my checks. Most people would perform the common courtesy of placing such mail back into the mailing slot. But Socket refused to do so. When they got one of my checks, they would keep it, destroy it, or write "return to sender" on it, which was not only unnecessary but entirely malicious. I would hear from the senders about how Socket had written on my mail and sent it back. I cannot imagine anyone doing business with a company like this. read more

Their internet itself is great and I never had a problem with my connection. Their customer service however is SO foul that I had no choice but to find a new provider. I could not believe how unhelpful, unapologetic, and unprofessional their employees were to me over the many conversations I've had with them on the phone. I wanted to work out an account issue with them and resolve an issue involving past dues and creating a new account but they were SO rude and dishonest with me and my roommate that I lost my temper with them and have decided to go to Media Com read more

Extremely bad!!! While their customer service agents are very nice the company service is terrible. They are only out to make a buck. I set up new service and NEVER ONCE had a connection. They came out multiple times as well as multiple phone trouble shoots. I finally gave up and went with Charter ( GREAT SERVICE GREAT CONNECTION AND PRICE) when I moved and then up and get a bill. I returned the equipment on my dime and still got a bill FOR NO SERVICE EVER RECIEVED and to keep it from hurting my credit I had to pay it. Ridiculous lousy and just plain right bad customer service. If they cant provide the service we as customers should not have to pay. On top of it I lost income from not having my service. So they should have owed me. Needless to say please for your own good stay away from Socket plenty of other companies in town with far better services. read more

Unless you live downtown Columbia, do NOT sign up for Socket. They won't tell you that the service is not working if you don't live within one mile. I live 5 miles from downtown. My speed never ever reached even 1MB, was always about 6-8kb. I tried for a while to see if I could make it anyhow, I really wanted to give my $ to a local service, but no, impossible. I work from home and I need fast connection. My mistake was not calling them the day after service was installed. I waited a few weeks (I was busy, and we all know what it means to make phone calls to services) and asked for a refund. They're waiving the $60 cancellation fee (if you cancel before one month service) but are not giving me a refund, I have to pay for my month of service. They should know that at my address service was not even close to the advertised speed, therefore, for honesty and transparency, they should not offer installation. I went all the trouble to go get the modem, call for a technician to come fix the outside connection because the modem was not getting any signal. I would have saved all this trouble and time - and well, saved $40 bucks, because this month I really did not use their services (I was using a friend's WifI most of the time). I should have been granted a refund for having been mislead. They should not have offered it, not making me responsible for cancelling within 24 hours. read more