I just sent over an email with attachments - please confirm when you receiveThank youPage of 3January 22, 2018Chris D [redacted] President, TCT SPark Drive Cody WY 82414MrD [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 neighborhoodWhen 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 serviceYet 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 experiencesThis 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 – When TCT came in and started the construction – we were concerned/upset about the damage that was done to our front yardI 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 completeTo 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 upGiven that we are now being told that the service is available – that would seem to indicate that the backbone construction is complete.• June – 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 lower plansMany 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-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 of 3• September – 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 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 paidI will say that we were pleasantly surprised that our drop was completed quickly and before winter set in.• Jan – I heard through a neighbor that the only internet plan being offered was the premium oneIn checking with TCT that was confirmedI asked when the service would be available and was told late spring/early summerThen I was told that the service would be available the first week of FebruaryI 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 readyI was also told that if we no longer want the service we could request a refund of the drop chargeBecause 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 $connect charge and/or waive the monthly protection package charges given the misinformationI was told that would not be possibleI 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 or homeowners had signed up so farI 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 quoteOthers wanted to sign up to get a drop and were told they would have to wait until springSo 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 speedsI’ve tested our speed the last couple of days and consistently I’m getting around Mbps /
Complaint: [redacted] I am rejecting this response because: the porting of the phone number began weeks before our disconnect date of feb 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 1stWe 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 numberthe port was completed jan and phone service from tct west disconnectedthe internet remained connected until feb 1, it was disconnected on feb 1st about mid day, we were connected when it shut offNew tenants of [redacted] moved in on feb 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 notI AM NOT PAYING for service that: was in a residence/office/space/building that I DID NOT occupy/own/manage was not connected/in service/in use by myselfI AM NOT PAYING FOR OTHER PEOPLES MISTAKES IN ANY WAY SHAPE OR FORMTCT 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 1stthese were the simple instructions from myself, their customerI 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] [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] ***
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] ***
I have reviewed the account and explained the situation I do not believe we will reach an agreement Thank you
I just sent over an email with attachments - please confirm when you receiveThank youPage of 3January 22, 2018Chris D [redacted] President, TCT SPark Drive Cody WY 82414MrD [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 neighborhoodWhen 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 serviceYet 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 experiencesThis 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 – When TCT came in and started the construction – we were concerned/upset about the damage that was done to our front yardI 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 completeTo 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 upGiven that we are now being told that the service is available – that would seem to indicate that the backbone construction is complete.• June – 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 lower plansMany 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-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 of 3• September – 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 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 paidI will say that we were pleasantly surprised that our drop was completed quickly and before winter set in.• Jan – I heard through a neighbor that the only internet plan being offered was the premium oneIn checking with TCT that was confirmedI asked when the service would be available and was told late spring/early summerThen I was told that the service would be available the first week of FebruaryI 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 readyI was also told that if we no longer want the service we could request a refund of the drop chargeBecause 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 $connect charge and/or waive the monthly protection package charges given the misinformationI was told that would not be possibleI 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 or homeowners had signed up so farI 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 quoteOthers wanted to sign up to get a drop and were told they would have to wait until springSo 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 speedsI’ve tested our speed the last couple of days and consistently I’m getting around Mbps /
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: the porting of the phone number began weeks before our disconnect date of feb 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 1stWe 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 numberthe port was completed jan and phone service from tct west disconnectedthe internet remained connected until feb 1, it was disconnected on feb 1st about mid day, we were connected when it shut offNew tenants of [redacted] moved in on feb 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 notI AM NOT PAYING for service that: was in a residence/office/space/building that I DID NOT occupy/own/manage was not connected/in service/in use by myselfI AM NOT PAYING FOR OTHER PEOPLES MISTAKES IN ANY WAY SHAPE OR FORMTCT 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 1stthese were the simple instructions from myself, their customerI 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] [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] ***
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] ***