Pend Oreille Insurance Services, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Response to file# ***
Mr*** has reported slow
internet speeds to TDS Repair who have provided an explanation about the issue
Bandwidth demand continues to grow exponentiallyTDS engineering has a project
in place to address the network congestion that is especially
noticeable during
the peak hours of usage which may cause slower than speedsThe project
is expected to be completed in JuneTDS Repair provided a one month credit for
internet of $which will appear on the customer’s next billTDS Repair
also provided a credit of $which appears on the customer’s March bill due
to the customer’s dissatisfaction with service outages
Thank you

Response to file# ***
TDS advertises that DSL
speeds and availability varySpeed plans are ‘up to’DSL is a distance
sensitive technologyMr*** home is too distant from the serving
equipment to be able to receive our fastest internet speed planMr
***
currently subscribes to DSL “Express” (up to 5MB)There is no contract or term
with that serviceOur records show that we could offer our DSL “Turbo” (up to
15MB) at the customer’s locationMr*** may contact TDS Customer
Service at 1-888-225-(1888CALLTDS) to upgrade his service plan to “Turbo”
if he wishes to receive more bandwidthOur records show that Mr***
contacted TDS Repair on 9/24/with internet service/speed troubleOn 9/26/the TDS technician completed repairs
on the cable from animal damageOn 9/26/Mr*** contacted TDS Repair
again about the internet service/speedsThe TDS technician made additional
repairs on 10/3/He confirmed service with the customer on 10/4/
In regards to DISH Network,
TDS partners with DISH Network to bundle bill their services, but we do not
provide the service nor decide if an address is serviceable by them or not
Line of Sight to the satellite is necessary to receive that serviceDISH
Network, other satellite carriers like Exede, or wireless carriers may also
offer internet service in Mr*** location as an alternative
Thank you

Response to file# ***
On 11/2/we sent the
customer another shipping boxAccount notes indicate that Mrs*** brought
in the equipment on 11/3/
Analog cable is outdated
technology and it is a natural progression to update to the current
digital
technologyWe notified all analog
customers in advance of the upcoming conversion and then provided additional warnings
to customers who did not respond to our notifications to contact usAny TV
that did not have digital equipment would go dark during the conversion
Instead of shutting down all channels at once in the digital conversion, we
started doing blocks of channels in the hopes of prompting customers to contact
us and arrange for the digital equipmentThis was not “ransom notes”, this was
a measured transition approachThe majority of analog customers contacted us
about the digital conversionA small number of customers did not take action, which
prompted our decision to proceed as we did.
Our phone plans come with
Caller IDThere were no trouble reports about Caller ID troubleCaller ID
service would require the use of working Caller ID phone equipment, which we do
not supply.
As a courtesy, we added a
credit of $The customer made final payment on 11/3/which resolved the
final account balance
Thank you

Response to file# ***
TDS BaBroadband (“TDS”)
does not partner with DISH NetworkTDS BaBroadband is a cable TV company, a
competitor of DISH NetworkTDS Telecom is an affiliate of TDS BaBroadband,
which is a wireline telephone service providerTDS Telecom
partners with DISH
NetworkIt is possible that DISH Network misunderstood that Mr*** resided
in a TDS Telecom serving areaThis is not the caseMr*** can be served by
TDS BaBroadbandWe offer voice, data, and cable TV serviceIf Mr***
wishes to obtain service from TDS BaBroadband, who offers competitive bundle
promotions, he may call 855-696-We
have no information about advertisements done by DISH NetworkI asked our
senior advisor to reach out to Mr*** to see if she could assist
Thank you

Follow up: We have no record of a notification of a move
on April 20, The first inkling that there was a move was on July 21,
when we received the Post Office change of address notificationThough that is
not sufficient for a change of service request, we agreed to adjust to that
date

Response to
file #***
TDS
advertises that DSL speeds and availability varySpeed plans are “up to”
Unfortunately, TDS is not able to offer faster DSL speeds in Mr***’ serving
area at this timeMr*** may reduce his speed plan to DSL “Lite” (up to
1MB) or
cancel DSL without penaltyWe partner with DISH Network and can offer
their dishNet satellite internet service as an alternativeOther alternatives
could include Exede, other satellite or wireless providersI am not aware that
satellite companies are requiring a TV plan with their internet offerings; they
generally offer bundle discounts for additional services taken (TV, phone)I
am sorry that we cannot meet Mr***’ expectation for service at this timeAs
an apology for Mr***’ dissatisfaction we have provided a one month DSL
credit of $There are no current projects to upgrade DSL facilities in
this rural area, but that could change

Response to file# ***
TDS advertises that DSL
speeds and availability varySpeed plans are ‘up to’Unfortunately, TDS is
not able to offer faster internet speeds in Ms***’s area at this time
Our records show that we have advised Ms*** of the network capacity
restrictions
in her area previouslyThe options are to reduce her plan to DSL “Lite” (up to
1MB), which would reduce the monthly charge, or she may cancel DSL without
penaltyWe partner
with DISH Network and can offer their dishNet satellite internet service as an
alternativeOther alternatives could include Exede, other satellite or
wireless providersI apologize that we are not able to meet Ms***’s
expectation
Thank you

Revdex.com: sooner or later , that communication box will mal function I rest my case !
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Response to
file #***
On 10/4/
the TDS technician placed a temporary drop cable to restore serviceIt is
scheduled to be buried on 10/16/On 10/5/our senior Repair advisor spoke
with the customer about the issues and also applied a $courtesy credit
We
apologize for the inconvenience
Thank you

Response to file# ***
Trouble was reported on
9/19/and the customer had called in several times for an update throughout
the dayOn 9/19/the TDS technician completed repairsOn 9/20/TDS Repair
completed an automated follow up trouble resolution callLater on
9/20/the
customer called Repair for assistanceTDS Repair did some testing and attempted
to call the customer back for further troubleshootingThey were not able to
reach the customer backIf the customer is still having difficulty, they may
call Repair at 888-225-
TDS advertises that DSL
speeds and availability varySpeed plans are “up to”Unfortunately, TDS is
not able to offer faster DSL speeds in the *** areaThe options are that
we can reduce their speed plan to DSL “Lite” (up to 1MB) or the customer may
cancel DSL without penaltyTDS partners with DISH Network and can offer their
dishNet satellite internet service as an alternativeOther alternatives could
include Exede, other satellite or wireless providers
We have previously advised
the customer of their options and we provided a $credit in April
due to the customer’s dissatisfaction with internet speedsI am sorry that we
cannot meet the customer’s expectation for service
Thank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
They did not tell me it would be fixed by June..of this year? If so I accept the response. Thank you

Response to file# ***
High-Speed Internet availability varies and
speeds shown may not be available at all service addressesActual speeds
experienced by customers vary and are not guaranteedSpeed ranges shown are
expressed as “up to” to represent network capabilities
between customer
location and the TDS networkSpeeds vary due to factors including: distance
from switching locations and external/internal network conditions
Unfortunately, during the
peak hours of usage there may be excessive demand causing speed issuesWe do
have a network improvement project in placeAt this time, we are expecting to
complete the project in approximately monthsI apologize for the
inconvenienceWith the March bill we provided a credit of $due to the
customer’s dissatisfactionMrCox may contact Customer Service at
855-696-to discuss service optionsHe may reduce his service plan or
cancel without any cancellation charge
Thank you

Response to file# ***
Our Repair supervisor
followed up with Mr*** about his concernsHe indicated that since
changing out the router he has had fewer problemsShe put through a courtesy
credit of $for Mr*** service issues
Thank
you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11877568, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Obviousaly their is no Customer service or loyalty to from this business and the most we can expect is a bill. With this said we will not expect them to go out of their way in the event there is no phone service and anemergency should ariseWe are very dissatisfied with this company and in no way represents the people or our lastproviderSo I beleieve the only resolution we are going to receive is no resolution Please post this in the appropriate place so future consumers may see thisThank you
Regards,
Gary ***

Response to
file#
We provided
a next day appointment for the trouble callThis is not unusual or excessively
long; it likely is better than the national average for cable trouble dispatch
in the industryIf there was a medical emergency for getting telephone
service
looked at sooner, it does not appear that was requestedWe will attempt to
accommodate emergency requests where there is serious illnessThere is no need
to come to the office to report a troubleSince it seems that Mrand Mrs
*** do not have a cell phone, perhaps asking a neighbor to help report the
trouble would be more expedientFor troubleshooting purposes, in case it is
the customer’s equipment or the modem configuration in the home is the issue,
it would be best for the customer to be at home in front of their equipment
when reporting troubleWe often can resolve issues by troubleshooting over the
phone
Our
technician arrived on 12/14/and the customer cancelled the trouble call at
the doorIt is possible that the trouble may have been related to power
supply, or the modem, or the customer’s equipment
Thank you

Response to
file# ***
We have no
record that Ms*** contacted TDS to cancel service in April or May of this
yearOn 5/11/we mailed a past due notice to Ms***On 5/19/we issued
a collection/disconnection notice for the internet and DISH Network
service
Those services were disconnected for non-payment on 6/6/The July bill shows
adjustments for those two services to the disconnection date of 6/6/
Telephone service, which is regulated and treated differently, was not up for
disconnection at that timeOn 7/12/we received a Post Office notice for a
new addressThat is not sufficient to process an order for any voluntary change
of serviceWe must receive a direct request from the customer of record to
change or cancel serviceOn 7/20/we issued a disconnection notice for the
telephone serviceOn 8/2/phone service was suspendedSubsequent to that, the
account was permanently disconnected for non-paymentThe upcoming September bill
will show adjustments for phone service disconnection to the date of 8/2/
On 8/24/
Ms*** contacted TDS stating that she called in April to request service
disconnected in May as they were movingWe explained that we did not have that
recordOur senior advisor offered to provide a courtesy credit for the phone
service between 7/12/17*, which was when we had received the Post Office change
of address notice, and 8/2/when service was disconnectedThe credit amount
is $and will show on the September invoice
The dispute amount
appears to be for telephone service billed 5/2/17-7/12/17* (as already adjusted
per above) and internet/DISH Network services billed 5/2/17-6/6/That amount
comes to $We agree to an
additional courtesy credit of $for late payment charges that applied to
the May through August billsWe do not agree to any further adjustment of
service chargesThe unpaid charges for services provided 3/15/17-5/1/comes
to $This amount should not be in dispute by Ms***Ms*** may
contact the HE Stark Collection Agency at 1-877-274-and TDS Financial
Services at 1-800-696-for payment and to discuss further
Thank you

Response to file #***
Our senior Repair advisor Ben
has been personally handling the trouble ticket and regularly following up with
Mr***The trouble has been intermittent and seems to be occurring at later
hoursIntermittent troubles are difficult to isolate and
resolve if we are not
able to duplicate at the time of our technician’s visitWe offered to send a
technician outside of working hours to be able to troubleshoot when the problem
was occurringOur technicians have completed various maintenance and at this
time, the trouble has not reoccurredMrAllen may contact TDS Repair at 855-696-
should the trouble reoccur and we will dispatch a technician to do further
testing and isolation
Thank you

Response to file # ***
TDS has tested the speeds
when requested and verified it meets the expectation for the service
subscriptionOur records show that Mr*** typically uses approximately 20%
of the available capacityIn order to receive faster internet speeds, Mr
Walser
would need to change his internet planMr*** may contact TDS Sales
account manager Jon Gould at 608-824-if he would like to make any changes
to his serviceIn regards to the email issues, our technicians have completed
thorough testing and isolated the trouble to a single PCOur technician also
met with Mr*** IT person and verified that the email issues Mr*** experienced were due to the customer’s computer equipment problem.
Thank you

Response to file# ***
As requested internet service
was installed on 3/14/There are no notes that a separate mailing address
was requestedI apologize if there was a misunderstanding about thisWe would
not know whether Mr*** forwarded his mail with the Post
OfficeWe would
not send promotional mailings to the Austin address as we do not serve that
areaWe sent the bill to the service locationAt the time of the sale, the
customer was advised of the monthly rate and that the first two months of
service would be due days after installIf the customer did not receive his
bill, it would be his responsibility to contact us regarding the lack of a
statementOur records show that our Collections department did attempt to
contact the customer at 512-516-
on 4/27/prior to disconnection for non-payment, but they were unable to
reach the customerService was disconnected for non-payment on 5/4/On
5/16/Mr*** made payment; however, it was too late to reconnect as
service had been permanently disconnected by that timeIt is generally not our
policy to offer multiple promotional rates and delinquent accounts may lose
discountsOn 5/24/Mr*** spoke with our Consumer Specialist who was
able to offer a promotional bundle that includes telephoneAn order was placed
to install the service with a bundle promotional rate
Thank
you