TDS Baja Broadband LLC

Complaint: [redacted] I am rejecting this response because:my husband spoke with Maria F**Senior Customer Care RepTDS [redacted] last Fri 6/She reduced our monthly rate and stated that she updated our speeds however the speeds have not changed Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Response to file# [redacted] I apologize that we have not met the customer’s expectation for serviceWe do have an Engineering project in place to upgrade network capacityWe hope to have the project completed in the next couple of monthsWe can reduce the customer’s service plan if desiredWe are providing a discount of 25% off for a period of 12-monthsWe also provided a credit of $which appears on the current billAlternative internet service providers could include [redacted] , satellite or cellular providers Thank you

Response to file# [redacted] On 7/23/Ms [redacted] reported slow internet speedsTDS Repair asked her to reset the modem and repeat the speedtestThe speedtest then ran normalOn 8/19/Ms [redacted] reported her data service was downTDS Repair asked her to reset the power on the modem Service was restored with the reset of the modemOn 9/4/Ms [redacted] reported her local area connection was not working properlyTDS Repair asked that she try another Ethernet cord and also set up an appointment for the local technician to test furtherOn 9/7/the technician replaced the modem We cannot support Ms***’ home network or computer equipmentAs modems are on continuously, they can jam up, thus resetting the modem is a standard troubleshooting step; as is replacing the modem since they can overheatThe advantage of leasing the modem is that we will warranty the modem and replace On 10/14/Ms [redacted] placed an order to disconnect serviceThe 9/23/invoice shows full month’s charges 10/1/16-10/31/The invoice dated 10/23/shows the adjustment for service previously billed 10/11/16-10/31/Ms [redacted] owes for service only through 10/1/16-10/10/ Thank you

Complaint: [redacted] I am rejecting this response because:although they did reduce our monthly bill the speeds have not changedThe speeds continue to be slow all the timeNot just at peak hours Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Response to file# [redacted] Trouble history is as follows On 8/13/Ms [redacted] reported slow internet speedsThe TDS technician tested and found no trouble with the TDS networkOn 8/24/Ms [redacted] reported slow internet speedsThe TDS technician isolated the trouble to the customer-owned equipmentOn 9/11/Ms [redacted] reported slow internet speedsThe TDS technician tested and found no trouble with the TDS networkHe replaced the modem as a precaution On 2/24/Ms [redacted] contacted TDS Repair for assistance with the WIFIAfter re-booting the modem, TDS Repair walked Ms [redacted] through optimizing the settings and changing the router channel Ms [redacted] was then able to browse without difficulty On 2/25/Ms [redacted] reported a service interruptionThe TDS technician was dispatched; however, he had no access and left a door tagOn 2/27/Ms [redacted] reported a service interruptionThere was an area outage due to a fiber-cable cutThe outage issue was resolved on 2/28/ On 3/1/the TDS technician verified working service and at the customer’s request replaced the wireless modem with a wired modemHe identified a customer-owned equipment problem TDS Repair provided a credit of $for the outage interruptionI am sorry that Ms [redacted] experienced troubleTDS does not provide the customer’s equipment nor support it, apart from the modem Thank you

Response to file# [redacted] The 2-year special pricing promotional deal had already been given to the customer that the original Sales advisor had offeredThe second Sales advisor explained to Mr [redacted] that the promotional price was not accurate for his location, but she was able to apply the promotion to his accountOn 2/5/our Quality Assurance specialist, Francesca reviewed the call interactions with the Sales teamShe was not able to locate the call with supervisor LyssaShe contacted Mr [redacted] Mr [redacted] indicated that he spoke with several people, and with the exception of one supervisor, everyone was very niceFrancesca apologizedMr [redacted] was satisfied with the promotion he is currently receiving and did not need anything further Thank you

I had made an earlier complaint the ID # is [redacted] . I am still having the same exact problems I had stated in the original complaint. The Supervisor did contact me, however she was very rude and would not listen to what we were saying. She also continued to blame us for the problem. The company has come out six times now and changed out the cable boxes five times, and I am still having the same problem. I am also still having problems with my internet connection, which I have brought up to them several times before. It shuts off on me every night between 8pm and 9pm and only comes back on sporadically. I brought this up to the Supervisor of TDS that contacted me and she told me that wasn't her problem and we had to go to someone else. This problem is not resolved.I want this problem to be resolved. I am getting tired of coming home and trying to watch cable or trying to get online for my school work or for my job and not being able to do either.

Response to file# [redacted] On 1/13/our senior Repair advisor contacted Mr [redacted] to follow upThe previous day, TDS technician ran new lines and an outlet to resolve the troubleWe provided a courtesy credit for $ Thank you

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 just received the check a few days ago and cashed it yesterday, 6/24/ Thank you for your prompt response in this matter Regards, [redacted] ***

Follow up: Our senior advisor contacted Ms [redacted] about the rate and the discountShe understood the explanation and the advisor increased the discount to 30%Ms [redacted] was satisfied with the resolution

Response to file #***
On 8/6/spoke to TDS Repair who promised to investigateThe research indicated that Mr*** did not have the set-top boxes due to the seasonal suspensionA credit for three months of service ($110.10) was approved and the Repair advisor followed up with Mr***
to explainMr*** seemed to be satisfied with the resolution
Thank you

Response to file# ***
On 6/2/our Engineering
department completed a very large network improvement projectThis will
address the network capacity issues where customers were experiencing slower
than speeds that were especially noticeable during the peak hours
of
usageWe apologize for the inconvenience and have provided a $courtesy
creditIf Mr*** is still experiencing trouble he should contact TDS
Repair at ###-###-####
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 meThe hole is still there so that didn't get fixed
Regards,
*** ***

Response to file# ***
TDS Engineering is nearing conclusion of a large network improvement project which will relieve the network capacity issue that is especially noticeable during the peak hours of usageUnfortunately there have been unforeseen delays with the project which we had
initially expected to be completed in I apologize for the inconvenienceThe customer did cancel service on 2/9/The service was offered on a promotional discount rate $29.95/month (normally $66.00/month)We had previously provided credits that totaled $We have provided a final courtesy credit of $The customer may contact Customer Service at 855-696-about returning the equipment and the final billing process
Thank you

Response to file# ***
TDS is working on a network project to increase network capacity in Mr***’s areaThe project is expected to be completed in the next few monthsWe apologize that Mr*** is experiencing slow speed, which is particularly noticeable during the peak hours of usageIn
response to this complaint, TDS Repair senior has contacted Mr*** to advise of the project
Thank you

Response to file# ***
There initially was a processing delay after the customer cancelled service in February to issue the $refund checkThe processing issue was corrected on 3/18/and the check mailedOur records show that the check was cashed on 3/29/We apologize for the
inconvenience
Thank you

Response to file# ***
Over the past year plus, TDS Engineering has doubled network capacityThe demand for bandwidth is growing exponentiallyTDS Engineering has a long term solution in place to replace and upgrade equipmentThis is a large project that unfortunately had an unforeseen
delayWe had hoped to have the project completed in We expect to complete the project in approximately 6-monthsMr*** may reduce his plan or cancel without penaltyOur Repair supervisor provided an explanationAs an apology for Mr***’ dissatisfaction with speed, he added a one-month credit
Thank you

Response to file# ***
TDS would care for any
trouble reports or service requests from Mr***I am sorry if someone
suggested differentlyOur records show that there was an area outage and on
6/15/Mr*** reported trouble to TDS Repair and he
subsequently
cancelled the appointment on 6/16/Our senior Repair advisor attempted to
reach Mr*** and left messagesMrPankrantz has not returned the calls
at this timeShould Mr*** have any questions he may call ###-###-####
Thank you

Response to file# ***
Mr***’s service was
disconnected on 6/26/The July bill reflects the final balanceOn 8/6/
the final collections notice was issuedOn 8/16/the customer made payment
of the final balanceOn 8/17/our Financial Services supervisor
confirmed with
our collection agency that nothing had been reported to the credit bureau by
TDS or on behalf of TDSWe also sent a letter that states that the account was
paid in full
Thank you

Response to file# ***
Our records show that the customer reported a data connection problem on 4/30/Service had been suspended for non-paymentPayment was made and service was restoredOn 6/30/the customer reported a data connection issueWe determined that the customer was
using their own (third party) routerMs*** stated that she tried to bypass the router to test the connection but said it messed everything upWe also were able to ascertain that Ms*** did not have the modem connected to a surge protector or switched outletWe had the customer power-cycle (reset) the modem which resolved the issue at the timeLater Ms*** called back indicating that her connection was dropping intermittentlyWe suggested Ms*** contact her router manufacturerMs*** indicated that she had and did not believe that to be the problemOn 7/13/Ms*** reported another data connection issueWe attempted to go through troubleshooting steps; however, Ms*** declined indicating she would call back for thatOn 7/17/we spoke with Ms*** and she again declined to complete the troubleshootingOn 7/17/Ms*** asked to disconnect service stating that she had not had working services for months and asked for creditOn 7/20/Ms*** called in and asked for a supervisor, the call dropped while holding for the supervisor
As a courtesy we have provided a credit of $for service billed 6/30/15-7/17/No further credit is applicableI am sorry that Ms*** is dissatisfied
Thank you