TCT West, Inc

TCT has given me top notch, person to person service for years now. Always professional and courteous as well. I tried Spectrum for a year. It's a huge company where one arm doesn't know what the other is doing. Robo calls, and being on hold, I won't ever go back. It's great to see a local business schooling a giant!

I will be contacting *** to find a resolution Thank you

July 26, 2015 Mr*** ***
*** *** *
*** *** ***
Dear Mr***,TCT has always, and will continue to do everything possible to be sure our customers have the best possible telecommunications serviceIn addition, TCT places a
value on each and every customer we serve and recognizes the importance of telecommunications in the daily lives of all of our customers as evidenced by an in-house staff of technical experts dedicated to helping customers when, for whatever reason, service does not meet customer expectations. However, these experts cannot resolve problems without help and the cooperation of a customerIn your case the staff has asked you repeatedly to call immediately when a problem occurs in order to pinpoint and diagnose the problem while the condition is presentIn fact, they have called just be sure there have been no occurrencesYet, there have been no such calls, nor have calls from the technical staff been returned since requested by the TCT help desk on July 15thFurther, the staff has found on-premises equipment has been rewired such that the systems can't work as intendedInstead of calling TCT staff in a manner allowing for problem solving, you have called after the fact and after attempting your own resolution, complained of a prolonged limited service condition and demanded billing credits. Given the history of your concerns and your inability to assist in their resolution, TCT has exhausted its ability to provide service that meets your expectationsAccordingly, TCT will credit your account for all charges since May 31,2015, the date you first reported trouble (via email)TCT will provide service from the date of this letter dull August 14, when service will be terminatedDuring the interim, TCT recommends you arrange for service from either the incumbent local exchange company, ***, or from *** ***, both of whom provide the same package of services as TCT. Sincerely, /s/ Donald C*** Donald C*** Manager - Regulatory

I tried to contact the customer this morning for a resolution (not to collect funds on the account) however she was unwilling to discuss finding a solution. I have attached the LSR (local service request) we received from *** clearly stating to leave Internet active. I also reviewed the customer’s account and spoke with all representatives who were in contact with the customer during this time frame. *** came into the office to discuss her options for keeping her phone active Jan 23, at 1:14, she explained to the customer service representative that she was possibly moving and porting her phone number to another carrier. The conversation ended with *** telling the CSR that she wasn’t sure of the disconnect date We did not have any other interaction with the customer until March 21, when a CSR contacted the customer in regards to some one else moving into the residence and asking if they would like to disconnect At that time *** requested the disconnect

Complaint: [redacted]
I am rejecting this response because: TCT west contacted us in attempt to collect just minutes before receiving this notice. they clearly stated that they had received the Revdex.com complaint and stated that they do not...

respond to Revdex.com. once again we tried to negotiate a resolution but they're only response was that the unjust bill for services that we never received nor requested was continuing to be billed and that we must pay and that it is being sent to collections. they refuse any negotiations whatsoever and are not willing to work out this with us. their response to the Revdex.com is an absolute lie. further action from the Revdex.com is required.
Regards,
[redacted]

I have reviewed the account and explained the situation.  I do not believe we will reach an agreement.  Thank you

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I will not pay for services that I did not ask for nor receive. period. If TCT feels the need to scam customers they can find someone else because it will not be me.
Regards,
[redacted]

July 26, 2015 Mr. [redacted] 
[redacted] 
Dear Mr. [redacted],TCT has always, and will continue to do everything possible to be sure our customers have the best possible telecommunications service. In addition, TCT places a value on each and every...

customer we serve and recognizes the importance of telecommunications in the daily lives of all of our customers as evidenced by an in-house staff of technical experts dedicated to helping customers when, for whatever reason, service does not meet customer expectations. However, these experts cannot resolve problems without help and the cooperation of a customer. In your case the staff has asked you repeatedly to call immediately when a problem occurs in order to pinpoint and diagnose the problem while the condition is present. In fact, they have called just be sure there have been no occurrences. Yet, there have been no such calls, nor have calls from the technical staff been returned since requested by the TCT help desk on July 15th. Further, the staff has found on-premises equipment has been rewired such that the systems can't work as intended. Instead of calling TCT staff in a manner allowing for problem solving, you have called after the fact and after attempting your own resolution, complained of a prolonged limited service condition and demanded billing credits. Given the history of your concerns and your inability to assist in their resolution, TCT has exhausted its ability to provide service that meets your expectations. Accordingly, TCT will credit your account for all charges since May 31,2015, the date you first reported trouble (via email). TCT will provide service from the date of this letter dull August 14, 2015 when service will be terminated. During the interim, TCT recommends you arrange for service from either the incumbent local exchange company, [redacted], or from [redacted], both of whom provide the same package of services as TCT. Sincerely, /s/ Donald C. [redacted] Donald C. [redacted] Manager - Regulatory

Complaint: [redacted]
I am rejecting this response because: the porting of the phone number began 2 weeks before our disconnect date of feb 1 2017. the instruction from [redacted] is to inform TCT that internet to remain connected during the porting of number and that us porting our number was not to be a termination of internet if before feb 1st. We informed TCT in person at their office that we wanted the internet disconnected from [redacted] wyoming on feb 1st and that the phone was to remain connected until [redacted] completes the port of the number. the port was completed jan 28 and phone service from tct west disconnected. the internet remained connected until feb 1, it was disconnected on feb 1st about mid day, we were connected when it shut off. New tenants of [redacted] moved in on feb 2 2017 and connected a router to the tct internet cable and there was no service until they contacted TCT for service in march and were informed that they needed our permission to connect to TCT, that there was already service there, there clearly was not. I AM NOT PAYING for service that: 1. was in a residence/office/space/building that I DID NOT occupy/own/manage   2. was not connected/in service/in use by myselfI AM NOT PAYING FOR OTHER PEOPLES MISTAKES IN ANY WAY SHAPE OR FORM. TCT failed to properly interact with me, the customer, and misunderstood my implicit instruction to keep phone until port completes, keep internet if port completes prior to feb 1st, disconnect internet feb 1st. these were the simple instructions from myself, their customer. I never gave instruction or permission to [redacted] to make any modifications to my TCT account other than the phone port nor did I ever instruct TCT to accept any instructions from [redacted] stated that there are no such notes on file with the port of the phone number requesting any modifications to the TCT service, nor would they make changes to accounts outside their own.
Regards,
[redacted]

I just sent over an email with attachments - please confirm when you receive. Thank youPage 1 of 3January 22, 2018Chris D[redacted] President, TCT 1601 S. Park Drive Cody WY 82414Mr. D[redacted],As a resident of the [redacted] subdivision in Cody I am writing to express my dissatisfaction with how TCT...

is handling the expansion of fiber optics internet into our neighborhood. When we first learned last spring that this was happening – many of us were excited at the prospect of being able to sign up for the service. Yet here we are almost a year later and it feels as though along the way TCT has misrepresented and lied to us about what was being offered.I wanted to let you know of what has happened from my perspective – though I will say in talking to my neighbors I believe many of them have had similar experiences. This letter is signed by some of my neighbors who are in agreement with this letter (though they may have only experienced some aspects of this). Note – this letter has not been signed by all affected and/or upset by this situation.Here is a timeline of what has happened and what I was told:• June 2017 – When TCT came in and started the construction – we were concerned/upset about the damage that was done to our front yard. I was told that “As part of TCT’s exceptional customer care we will be applying native grass seed and fertilizer to various lots during the reclamation phase”. When I asked when this would happen – I was told it would take place once the backbone construction has been complete. To date we have not been contacted about this – and a number of us with hay fields/pastures had to go ahead and reseed the areas that were dug up. Given that we are now being told that the service is available – that would seem to indicate that the backbone construction is complete.• June 2017 – I specifically asked if all the services on the pricing sheet would be available to [redacted] residents and was told “The attached flyer contains all services available to customers”. I took that to mean yes – and we based our decision to go forward with the drop based on the payback we would receive if we signed up for one of the 2 lower plans. Many of us were told by TCT that the better faster service for a lower monthly fee would offset the cost of the drops we would have to pay for within 2-4 years (varying on the length of the lines and the service chosen). Obviously with only the premium plan being offered this won’t be the case.Page 2 of 3• September 2017 – once we got the quote for the drop – we were told repeatedly that the only way to get on the schedule for the drop was to pay up front – even if that meant paying months in advance as at the time we were told that they may not be able to do the drop until Spring 2018. I was very surprised that we had to pay for a service before they would even put us on the schedule – but because we really wanted the internet service we went ahead and paid. I will say that we were pleasantly surprised that our drop was completed quickly and before winter set in.• Jan 2018 – I heard through a neighbor that the only internet plan being offered was the premium one. In checking with TCT that was confirmed. I asked when the service would be available and was told late spring/early summer. Then I was told that the service would be available the first week of February. I find it interesting that nobody was proactively reaching out to those of us that had paid for/gotten the drops to schedule installs if the service is almost ready. I was also told that if we no longer want the service we could request a refund of the drop charge. Because I don’t believe that the service will be available early Feb I have requested a refund of the drop charge (and I have encouraged others in the neighborhood to do the same).I did ask whether TCT would be willing to waive the $30 connect charge and/or waive the monthly protection package charges given the misinformation. I was told that would not be possible. I have to say that this really surprised and disappointed me as it felt like one more time that TCT was just “sticking it to me” and that it was another example of the complete lack of customer service I have experienced throughout the process.One of our neighbors was told by your office that the reason you are only offering the premium package is because only 13 or 14 homeowners had signed up so far. I believe you do not have a good count of the households that want this service – I have heard that some of my neighbors had somebody come out and measure to get a quote for the drop and then never heard back from TCT with a quote. Others wanted to sign up to get a drop and were told they would have to wait until spring. So I believe there are a number of “uncounted” homeowners – that if you took the time to actually contact/get back to people you would realize that the volume is greater.I have also heard (and we are experiencing it ourselves) that those of us on wireless service now are seeing a drop in speeds. I’ve tested our speed the last couple of days and consistently I’m getting around 15 Mbps / <1 Mbps – less than the promised 15/3. Others have said they have seen TCT do this in other areas – drop the speeds down when they are trying to get people to upgrade to faster, more expensive plans.I feel that you have a small window to make things right with this neighborhood. I think that by only offering the premium package there are a number of homeowner that will not go forward with the fiber optics. If you expanded it to offer at least the middle package I think you would see a larger number of households getting the service – which would help you with your payback.It is true that you have us over a barrel – we currently don’t have other high-speed options out here. I can assure you though that the minute we do have another option – I will not hesitate to leave TCT and go elsewhere. In addition – if asked my opinion of TCT by friends I will let them know that I think there is a complete lack of customer service and if they have other options to go elsewhere.Page 3 of 3Thank you for your time in reading this and I look forward to hearing back from you on this.[redacted] & [redacted] & [redacted]
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