Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***
[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 [redacted] , and find that this resolution is satisfactory to me I will take this agreement as long as this issue is fixed by the end of December We have been hearing about how the upgrades would be done in March and now it is pushed to December Regards, [redacted]
Response to file# [redacted] Service was installed on 11/21/The customer was aware of service and that he would need to pay for itIf Mr [redacted] did not receive his bill due to a mailing or billing address issue, it does not absolve responsibility for the bill chargesMr [redacted] should have contacted TDS when he did not receive his first bill, which in this case was issued in December Mr [redacted] did not contact TDS until the service was suspended for non-payment on 2/10/On 2/11/we provided bill copies with no charge as the billing address was wrong On 2/17/Mr [redacted] contacted TDS to disconnect serviceThe advisor explained the shipping fee for the TV equipment returnThe advisor put Mr [redacted] on hold to get approval to waive the fee and Mr [redacted] had hung up before she had a chance to let him know that it was approved On 2/17/our senior advisor contacted Mr [redacted] She provided a courtesy credit for the reconnection fee as MrWilliam’s billing address was wrongShe also provided a credit for HBO charges as Mr [redacted] indicated that it was to be free for three monthsShe went over quote amount and affirmed that it did not include fees/taxesThe order to disconnect service was placed as requested Thank you
Response to complaint: Ms [redacted] cancelled service on 7/10/We shipped equipment return boxesApparently they never arrived On 7/24/Ms*** called to request the shipping boxes againIt is not clear why the boxes never arrivedWe apologize for the inconvenience On 8/17/our senior advisor left a message for Ms*** to contact us to set up a time that our technician could come by to retrieve the equipmentMs*** returned the call and an appointment was arranged for 8/24/ Thank you
Response to file# [redacted] On 12/28/Ms*** contacted TDS Repair about difficulty connecting to WIFITDS Repair provided troubleshooting stepsShe was able to connect to the WIFI with her smartphone but not her computerShe indicated she went into the network settings which indicated no preferred networks were savedMs [redacted] was unable to ‘forget’ and rejoin the networkShe indicated she would reach out to her computer manufacturerThere was no issue found with the TDS network or the wireless modem On 2/13/Ms [redacted] contacted TDS Repair asking for a credit for three weeks of no service because she could not connect through WIFIThe account was up for disconnection for non-paymentWhen the advisor mentioned that a courtesy credit could not be applied until the account was brought up to date and active, Ms [redacted] ended the call On 5/4/Ms [redacted] contacted TDS Repair stating for six weeks she did not have service and asked for credit After reviewing the trouble ticket where the trouble was isolated to Ms.***’s computer equipment and there was no issue found with the TDS network or the provided modem, a credit was deemed not applicableMs [redacted] was upset and ended the callThe reconnection fees are applicable due to the disconnection for non-payment Thank you
Response to file# [redacted] Our senior Repair advisor attempted to reach Mr [redacted] multiple times to discuss his service concerns and left a voicemail messageAt this time, Mr [redacted] has not returned the callThe last trouble report was on 6/7/The TDS technician tested service and found no trouble with the line; he adjusted levels with the customer’s routerApproximately a month ago TDS Engineering has completed a large network improvement project and there is an additional network capacity project that is nearly complete for the Wellington areaAs an apology for Mr [redacted] dissatisfaction we have added a one-month credit of $Should Mr [redacted] have further question or service concerns, he may call 1-855-242- Thank you
Response to file# [redacted] Since TDS acquired BaBroadband, TDS Engineering has doubled network capacity twice in HobbsDemand continues to sky-rocket and we have a very large network project in place to upgrade equipment to improve serviceUnfortunately this project, which we had originally targeted to have completed last year, has been delayed due to unforeseen issuesWe are very close to completion of the projectThe final testing was to be completed last week; however, some issues were found that need to be resolved before the turn up can be completedWe hope to have the final bugs worked out by next weekI apologize for the inconvenienceTDS has provided a credit of $which the customer will see on their upcoming bill Thank you
Response to file# [redacted] It is industry practice that toll charges, which may include operator and directory service charges, may be billed up to 120-days after charges are incurredAccordingly it is TDS' standard practice to wait 60-days after the final bill is issued to make sure all toll charges have been received and billed before any refund is issuedThe final bill was issued on 10/22/16, which reflected a credit balanceThe account is now inactive, the last bill Mr [redacted] will see is dated 11/22/The check will be mailed on 12/8/The refund is being processed on schedule; in this case slightly ahead of schedule as 60-days from 10/22/would be 12/22/ Thank you
Follow up: There were no statementsMr [redacted] has been advised of what we need him to do, which is to test to see if the error persists on other equipment or locationsThis is a necessary troubleshooting step in order to proceed
Response to file # TDS advertises that DSL speeds and availability varySpeed plans are ‘up to’ Unfortunately, TDS is not able to offer faster speeds in Mrs [redacted] ’s area at this timeIt is not a question of distance in this case as their home is well within range of the remote switch locationAnother ‘box’ is not the issueThe cost to upgrade the network can be cost prohibitive without support Connect America Funding (“CAF”) will help upgrade the broadband network in the [redacted] areaThere is no guarantee nor any specific information at this time about this project or the project timelineThe options are that the [redacted] s may reduce their speed plan or cancel DSL without penaltyTDS partners with DISH Network and can offer their dishNet satellite internet as an alternative Other alternatives could include Exede, other satellite or wireless providers As an apology for the customer’s dissatisfaction, we have added a credit of $ I am sorry that we cannot meet the customer’s expectation for service at this time Thank you
Follow up: The original sales call was not recorded so we are not able to reviewI acknowledge that our Sales representative may have made a mistake with not entering the billing address that Mr [redacted] desired and I apologize for the inconvenienceAn incorrect billing address does not excuse non-payment for services rendered Mr [redacted] was aware that he ordered the service, would be billed for it, and would need to pay for itWe were not made aware of the invoice billing address issue until after the disconnectionWe made an effort to contact Mr [redacted] prior to the suspension of serviceWe do also offer online bill pay Our marketing lists show the Alpine address and we can find no explanation as to how the marketing letter got addressed to AustinI apologize for the inconvenience of the confusion with the mailer Our Customer Service supervisor agreed to allow an exception to add the promotional rate for internet-only servicePlease note that delinquent accounts may lose discounts
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The TDS personal that were on site found that it WAS NOT my equipment and [redacted] in TDS's tech support also told me that the TDS problem IS NOT a band width issue as you previously Jason told me the max we have used is Meg of our Meg system Until TDS stops blaming its customer, stops lying about the facts of the situation and starts focusing their own problems nothing will get resolved and this ongoing problem of about year will continue TDS's customer service and lack of accountability is completely unacceptable and I’m truly amazed that are still in businessThe only reason we still use TDS is because they are the only provider on our streetAttached are some of the error messages stating it's a TDS problemRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I still do not have a final bill notice outlining what is owed to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Why are you making this so ridiculously difficult? I will send a receipt to the suggested email, and I fully expect reimbursement! However, the problem still remains, I am being charged for a service I am not receiving and you are the only possible provider at the time! My internet is still slow and spotty at best and it wasn't this way a little over a month ago! You have done nothing for me, and nothing has been fixedSending a tech to the house has accomplished nothing, as the problems are all internal to TDS, and that is what every tech has told me! I should not have to pay single bill until such time that my service is actually reliable again! Regards, Adam [redacted]
Response to file# [redacted] In regards to Ms [redacted] claim about being hung up on, that is not accurateWe investigated our contact center records and found that Ms [redacted] had called Customer Care/Sales, and not our Repair departmentCustomer Care/Sales has business hours whereas our Repair department is available 24xCustomer Care/Sales is not open on Sunday when Ms [redacted] calledMs [redacted] must select Repair when calling for support/trouble reporting No trouble had been reported to TDS Repair on 5/1/On 5/5/Ms [redacted] reported trouble with cable TV On 5/9/the TDS technician replaced the set top boxTDS Repair attempted to follow up and left a voicemail messageThere has been no further trouble report Thank you
Response to file# [redacted] We do not guarantee that all networks will offer online contentWe provide the following disclosure on our TV Everywhere webpage https://shop.hellotds.com/tv/tv-everywhere.html : TV Everywhere requires TDS online account credentials and Internet accessCustomer receives TVE access to channels in their TDS video subscriptionType and amount of content available for each network is determined by network, and subject to changeUse of parental controls can restrict or filter programming available A list of featured networks is available at http://watch.tds.net/networks Fox News and Fox Business are on that list I checked with our Product Management team to see if there have been any known issues with Fox providing online contentThey informed me that Fox had shut down content on their portal temporarily to resolve an issue with their playerThe customer should be able to use his TDS credentials to log in directly to Fox News and Fox Business News at http://www.foxnews.com/go.html Thank you
TDS was notified of move on April 20, They continued to bill even after they were notified by the post office on July 21, (as stated by Pat, TDS employee) that we had moved They do not service the area we moved to and are aware of this
Response to file# [redacted] On 11/17/we issued a collection/disconnection noticeThe payment due date to avoid suspension of service was 11/30/On 11/27/MsWorlds contacted TDS Financial Services to request a payment extensionWe agreed to the extension for payment of the past due balance by 12/15/On 12/13/MsWorlds called in to disconnect servicesShe wanted to speak with a supervisor, and spoke to JeremiahMs Worlds indicated that she did not intend on making any payment with the current payment extensionThe order to disconnect service was placed as requestedOn 12/27/MsWorlds called in to request a payment arrangement for the final balanceWe do not provide deferred payment agreements for an inactive or final account nor are we requiredOur records show that the advisor believed that the customer had hung upI apologize that the call droppedWe do not hang up on customersThe final bill will be issued on 1/16/We will issue a final collection notice before a collection agency referral is made Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, >a month credit ? plus years of DSL & was told las dec that box down the road would be fixed this year sorry not good enough [redacted]
Response to file# [redacted] It is industry practice that toll charges, which may include operator and directory service charges, may be billed up to 120-days after charges are incurred Accordingly it is TDS' standard practice to wait 60-days after the final bill is issued to make sure all toll charges have been received and billed before any refund is issued Service was disconnected on 2/26/17, which was after the February bill had been issued on 2/25/The final bill was issued on 3/25/17, which reflected a credit balanceOn 3/3/MrGeer scheduled an E-Pay paymentThe monthly recurring charges are billed one month in advanceThe bills show charges with “FROM” and “TO” dates that reflect the billing period; in the case of the February bill it showed FROM 2/25/and TO 3/24/MrGeer did not need to pay the full bill amount as adjustments for the disconnection would be forthcoming on the next bill; in this case the March bill On 3/31/ MrGeer contacted TDS about the credit balance and was upset at the refund intervalHe spoke with a supervisor who agreed to make an exception and start the refund process right awayThe check should be arriving by mail by later this week or by early next weekThis dispute was already handled by the customer contacting TDS and asking for resolution Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***
[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 [redacted] , and find that this resolution is satisfactory to me I will take this agreement as long as this issue is fixed by the end of December We have been hearing about how the upgrades would be done in March and now it is pushed to December Regards, [redacted]
Response to file# [redacted] Service was installed on 11/21/The customer was aware of service and that he would need to pay for itIf Mr [redacted] did not receive his bill due to a mailing or billing address issue, it does not absolve responsibility for the bill chargesMr [redacted] should have contacted TDS when he did not receive his first bill, which in this case was issued in December Mr [redacted] did not contact TDS until the service was suspended for non-payment on 2/10/On 2/11/we provided bill copies with no charge as the billing address was wrong On 2/17/Mr [redacted] contacted TDS to disconnect serviceThe advisor explained the shipping fee for the TV equipment returnThe advisor put Mr [redacted] on hold to get approval to waive the fee and Mr [redacted] had hung up before she had a chance to let him know that it was approved On 2/17/our senior advisor contacted Mr [redacted] She provided a courtesy credit for the reconnection fee as MrWilliam’s billing address was wrongShe also provided a credit for HBO charges as Mr [redacted] indicated that it was to be free for three monthsShe went over quote amount and affirmed that it did not include fees/taxesThe order to disconnect service was placed as requested Thank you
Response to complaint: Ms [redacted] cancelled service on 7/10/We shipped equipment return boxesApparently they never arrived On 7/24/Ms*** called to request the shipping boxes againIt is not clear why the boxes never arrivedWe apologize for the inconvenience On 8/17/our senior advisor left a message for Ms*** to contact us to set up a time that our technician could come by to retrieve the equipmentMs*** returned the call and an appointment was arranged for 8/24/ Thank you
Response to file# [redacted] On 12/28/Ms*** contacted TDS Repair about difficulty connecting to WIFITDS Repair provided troubleshooting stepsShe was able to connect to the WIFI with her smartphone but not her computerShe indicated she went into the network settings which indicated no preferred networks were savedMs [redacted] was unable to ‘forget’ and rejoin the networkShe indicated she would reach out to her computer manufacturerThere was no issue found with the TDS network or the wireless modem On 2/13/Ms [redacted] contacted TDS Repair asking for a credit for three weeks of no service because she could not connect through WIFIThe account was up for disconnection for non-paymentWhen the advisor mentioned that a courtesy credit could not be applied until the account was brought up to date and active, Ms [redacted] ended the call On 5/4/Ms [redacted] contacted TDS Repair stating for six weeks she did not have service and asked for credit After reviewing the trouble ticket where the trouble was isolated to Ms.***’s computer equipment and there was no issue found with the TDS network or the provided modem, a credit was deemed not applicableMs [redacted] was upset and ended the callThe reconnection fees are applicable due to the disconnection for non-payment Thank you
Response to file# [redacted] Our senior Repair advisor attempted to reach Mr [redacted] multiple times to discuss his service concerns and left a voicemail messageAt this time, Mr [redacted] has not returned the callThe last trouble report was on 6/7/The TDS technician tested service and found no trouble with the line; he adjusted levels with the customer’s routerApproximately a month ago TDS Engineering has completed a large network improvement project and there is an additional network capacity project that is nearly complete for the Wellington areaAs an apology for Mr [redacted] dissatisfaction we have added a one-month credit of $Should Mr [redacted] have further question or service concerns, he may call 1-855-242- Thank you
Response to file# [redacted] Since TDS acquired BaBroadband, TDS Engineering has doubled network capacity twice in HobbsDemand continues to sky-rocket and we have a very large network project in place to upgrade equipment to improve serviceUnfortunately this project, which we had originally targeted to have completed last year, has been delayed due to unforeseen issuesWe are very close to completion of the projectThe final testing was to be completed last week; however, some issues were found that need to be resolved before the turn up can be completedWe hope to have the final bugs worked out by next weekI apologize for the inconvenienceTDS has provided a credit of $which the customer will see on their upcoming bill Thank you
Response to file# [redacted] It is industry practice that toll charges, which may include operator and directory service charges, may be billed up to 120-days after charges are incurredAccordingly it is TDS' standard practice to wait 60-days after the final bill is issued to make sure all toll charges have been received and billed before any refund is issuedThe final bill was issued on 10/22/16, which reflected a credit balanceThe account is now inactive, the last bill Mr [redacted] will see is dated 11/22/The check will be mailed on 12/8/The refund is being processed on schedule; in this case slightly ahead of schedule as 60-days from 10/22/would be 12/22/ Thank you
Follow up: There were no statementsMr [redacted] has been advised of what we need him to do, which is to test to see if the error persists on other equipment or locationsThis is a necessary troubleshooting step in order to proceed
Response to file # TDS advertises that DSL speeds and availability varySpeed plans are ‘up to’ Unfortunately, TDS is not able to offer faster speeds in Mrs [redacted] ’s area at this timeIt is not a question of distance in this case as their home is well within range of the remote switch locationAnother ‘box’ is not the issueThe cost to upgrade the network can be cost prohibitive without support Connect America Funding (“CAF”) will help upgrade the broadband network in the [redacted] areaThere is no guarantee nor any specific information at this time about this project or the project timelineThe options are that the [redacted] s may reduce their speed plan or cancel DSL without penaltyTDS partners with DISH Network and can offer their dishNet satellite internet as an alternative Other alternatives could include Exede, other satellite or wireless providers As an apology for the customer’s dissatisfaction, we have added a credit of $ I am sorry that we cannot meet the customer’s expectation for service at this time Thank you
Follow up: The original sales call was not recorded so we are not able to reviewI acknowledge that our Sales representative may have made a mistake with not entering the billing address that Mr [redacted] desired and I apologize for the inconvenienceAn incorrect billing address does not excuse non-payment for services rendered Mr [redacted] was aware that he ordered the service, would be billed for it, and would need to pay for itWe were not made aware of the invoice billing address issue until after the disconnectionWe made an effort to contact Mr [redacted] prior to the suspension of serviceWe do also offer online bill pay Our marketing lists show the Alpine address and we can find no explanation as to how the marketing letter got addressed to AustinI apologize for the inconvenience of the confusion with the mailer Our Customer Service supervisor agreed to allow an exception to add the promotional rate for internet-only servicePlease note that delinquent accounts may lose discounts
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The TDS personal that were on site found that it WAS NOT my equipment and [redacted] in TDS's tech support also told me that the TDS problem IS NOT a band width issue as you previously Jason told me the max we have used is Meg of our Meg system Until TDS stops blaming its customer, stops lying about the facts of the situation and starts focusing their own problems nothing will get resolved and this ongoing problem of about year will continue TDS's customer service and lack of accountability is completely unacceptable and I’m truly amazed that are still in businessThe only reason we still use TDS is because they are the only provider on our streetAttached are some of the error messages stating it's a TDS problemRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I still do not have a final bill notice outlining what is owed to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Why are you making this so ridiculously difficult? I will send a receipt to the suggested email, and I fully expect reimbursement! However, the problem still remains, I am being charged for a service I am not receiving and you are the only possible provider at the time! My internet is still slow and spotty at best and it wasn't this way a little over a month ago! You have done nothing for me, and nothing has been fixedSending a tech to the house has accomplished nothing, as the problems are all internal to TDS, and that is what every tech has told me! I should not have to pay single bill until such time that my service is actually reliable again! Regards, Adam [redacted]
Response to file# [redacted] In regards to Ms [redacted] claim about being hung up on, that is not accurateWe investigated our contact center records and found that Ms [redacted] had called Customer Care/Sales, and not our Repair departmentCustomer Care/Sales has business hours whereas our Repair department is available 24xCustomer Care/Sales is not open on Sunday when Ms [redacted] calledMs [redacted] must select Repair when calling for support/trouble reporting No trouble had been reported to TDS Repair on 5/1/On 5/5/Ms [redacted] reported trouble with cable TV On 5/9/the TDS technician replaced the set top boxTDS Repair attempted to follow up and left a voicemail messageThere has been no further trouble report Thank you
Response to file# [redacted] We do not guarantee that all networks will offer online contentWe provide the following disclosure on our TV Everywhere webpage https://shop.hellotds.com/tv/tv-everywhere.html : TV Everywhere requires TDS online account credentials and Internet accessCustomer receives TVE access to channels in their TDS video subscriptionType and amount of content available for each network is determined by network, and subject to changeUse of parental controls can restrict or filter programming available A list of featured networks is available at http://watch.tds.net/networks Fox News and Fox Business are on that list I checked with our Product Management team to see if there have been any known issues with Fox providing online contentThey informed me that Fox had shut down content on their portal temporarily to resolve an issue with their playerThe customer should be able to use his TDS credentials to log in directly to Fox News and Fox Business News at http://www.foxnews.com/go.html Thank you
TDS was notified of move on April 20, They continued to bill even after they were notified by the post office on July 21, (as stated by Pat, TDS employee) that we had moved They do not service the area we moved to and are aware of this
Response to file# [redacted] On 11/17/we issued a collection/disconnection noticeThe payment due date to avoid suspension of service was 11/30/On 11/27/MsWorlds contacted TDS Financial Services to request a payment extensionWe agreed to the extension for payment of the past due balance by 12/15/On 12/13/MsWorlds called in to disconnect servicesShe wanted to speak with a supervisor, and spoke to JeremiahMs Worlds indicated that she did not intend on making any payment with the current payment extensionThe order to disconnect service was placed as requestedOn 12/27/MsWorlds called in to request a payment arrangement for the final balanceWe do not provide deferred payment agreements for an inactive or final account nor are we requiredOur records show that the advisor believed that the customer had hung upI apologize that the call droppedWe do not hang up on customersThe final bill will be issued on 1/16/We will issue a final collection notice before a collection agency referral is made Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, >a month credit ? plus years of DSL & was told las dec that box down the road would be fixed this year sorry not good enough [redacted]
Response to file# [redacted] It is industry practice that toll charges, which may include operator and directory service charges, may be billed up to 120-days after charges are incurred Accordingly it is TDS' standard practice to wait 60-days after the final bill is issued to make sure all toll charges have been received and billed before any refund is issued Service was disconnected on 2/26/17, which was after the February bill had been issued on 2/25/The final bill was issued on 3/25/17, which reflected a credit balanceOn 3/3/MrGeer scheduled an E-Pay paymentThe monthly recurring charges are billed one month in advanceThe bills show charges with “FROM” and “TO” dates that reflect the billing period; in the case of the February bill it showed FROM 2/25/and TO 3/24/MrGeer did not need to pay the full bill amount as adjustments for the disconnection would be forthcoming on the next bill; in this case the March bill On 3/31/ MrGeer contacted TDS about the credit balance and was upset at the refund intervalHe spoke with a supervisor who agreed to make an exception and start the refund process right awayThe check should be arriving by mail by later this week or by early next weekThis dispute was already handled by the customer contacting TDS and asking for resolution Thank you