TDS Baja Broadband LLC

Follow up:
The last trouble
report was made on 3/14/At her convenience, Ms*** should contact TDS
Repair at ###-###-#### to have Repair test the line and check modem
equipment, etc
Thank you

Complaint: ***
I am rejecting this response because:<
Although I appreciate the courtesy gesture of 35.00, I am only concerned in receiving the service that I contracted to receiveIf I had another viable service carrier, I would cancel my contract and thereby releive TDS of their obligation, but I do not have another carrier optionI understand that they are working on the problem so I will just have to wait on them to complete the upgrade project
Regards,
*** *** [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]

[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. I hope I will be receiving the check within the proper amount of days.
Regards,
*** ***

Response to file# ***
I apologize for the delay to install the new span line so we can offer the additional services that the customer desiresThe delay is due to difficulty obtaining access permission from the property owners along the cable pathOnce we get all the permissions, the work
would be done in about a weekOur contractor is currently going door to door to obtain the permissionsOur Repair advisor followed up with Mr*** to explain
Thank you

Response to file# ***
On 9/18/the customer put
his internet service plan on seasonal holdThe maximum length of time for the
seasonal hold is 6-monthsAfter 6-months, in this instance on 3/18/16, the
internet service went to full priceOn Saturday 4/30/the customer
reported
trouble with the internet serviceWe had no prior trouble report for an
internet service interruptionOn Monday 5/2/The customer stopped by the
local office to inquire about the status of the trouble ticket and they also
placed an order to upgrade the internet service and add a cable TV planThe
customer was upset with the delay to repair the internet serviceOn 5/4/TDS
Repair provided a $courtesy credit due to the delay to repair the
serviceOur records do not show that service was physically disconnected when
it went on seasonal hold as no dispatch had occurred to physically remove
service. The reason the internet did not
work was a repair issueUnfortunately, the repair dispatch was cancelled in
errorThe technician resolved the trouble when he was dispatched to upgrade
the internet service and add the cable TV on 5/5/I apologize for the
inconvenience
Thank you

Response to file# ***
The disputed equipment
charges were not turned over to a collection agency as agreedThe unpaid
service charges however were sent to collectionsAs records were not abundantly
clear about the DVR equipment location, we agree to remove the charge from
the
accountThere is a possibility that the records brought over from Charter were
not correctAlso there was a modem equipment charge that we do show as
returned in MayThe modem equipment charge has been adjustedOur records show
that service was disconnected for non-payment in FebruaryUnfortunately we do
not have any account notes that indicate a cancellation request had been
received in DecemberMr*** did disable his autopay in December and the
account had been paid regularly until that pointAs we only had one agent in
the Cedar City office during this timeframe and it was a very busy time, it
appears that there was a miscommunication or advisor error with processing the
cancellation requestOur Financial Services manager, KayLynn C*** reviewed
the account and determined the resolution to adjust the charges and cancel the
collection referralShe spoke with Mr*** on 6/21/to advise of the
resolution
Thank you

Complaint: ***
I am rejecting this response because: The response from TDS is incorrect; at no time did they send either an e-mail to us or call and leave a message as they indicated. I did finally get a call from their representative on 1/23.She agreed to mail me a PIN so that I could log on (something which anyone of the prior four people I talked too could easily have done weeks ago). Then, when I tried to log on with our account number and PIN the site asked foran answer to a security question which we have never seen, "What was your first dream job?"When we could not answer that question, we got the response"Your account has been locked, please call our office for assistance".Sound familiar??? That is exactly where we started in the first place. I have no intention of calling and being put on hold for minutes again. This company is beyond frustrating. Now that I was FINALLY supplied with a PIN, and have verified that I am their customer for the 5th or 6th time, how difficult would it be for someone from the company to call me the correct username and password so that we can log on to their WEBSITE?
Regards,
*** ***[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]

Follow up:
since acquiring BaBroadband approximately three years ago, TDS has doubled
network capacity three times to meet demand which does continue to grow
exponentially with consumers introducing more and more interconnected devices
into their homesWhile we were working to upgrade our network, during high
demand times, customers may have noticed slower than speedsService
would be working during those times, only slower than desiredIn August of
this year, we completed a significant network improvement project which
replaced equipment so as to be able offer expanded services and prepare for
future growthAny customer who was not satisfied with the speeds that they
received, we worked with them to optimize their service and offer a solution such
as reducing a service plan, cancelling service, or providing a promotional
discount rateMs*** received a promotional discount planThere was no
contract and Ms*** could cancel at any time if she was not satisfiedIf
the speeds were problematic on 7/24/following our visit, we did not receive that trouble report
As a courtesy, we are providing a credit for the remaining balance on the
account of $

Follow up:
Our email/web contact
communications are retained in an Oracle databaseIt is our goal to respond to
inquiries within 24-hoursOur Repair advisor Debra responded to Mrs*** on
1/23/on the TDS Cable General Question Contact
Us Submission form
Incident Reference # 180122-
Response By Email (Debra G)
(01/23/12:PM)
Good morning Mrs***,
I am sorry to hear our repair team
has not assisted you in regards to logging into our website ***/. I have opened ticket
*** for our advanced team to verify there is no issues with your account
or our websitePlease clear your browsing history and cookies so your browser
doesnt continue to log into a previous failed attemptPlease verify for us the
log in email you use to access your tds account
I apologize that
this message did not reach the customerWe’re looking into it to determine if
there was any email system issue or advisor error with getting the message sent
correctly
Our senior
Repair advisor Mykel left a detailed note in the trouble ticket about her
voicemail message she believed that she had left for the customer on 1/23/I
apologize that it appears she may not have reached the correct numberHer note
included the following information:
Called-
Explained: TDS doesn't have a tool right now to reset that pw for youCustomer
Repair can walk you through the stepsSince you ran into issues we need to try
a couple other steps1- try another browser and/or deviceBrowser you have
never used if possible and then type in the address bar ***
2-
clear cache or keychain(passwords that are saved for you)
3-
reset the pw again you will need to know your account pin/account numberIf
you need to reset your pin please call into Customer Care/Sales to get
assistance
Our senior
advisor Andrea reached Mr*** on 1/30/and spoke with him about gaining
access
Account
notes indicate Mr*** contacted TDS on 1/22/to order an additional
set-top boxThen there is a second note approximately a half hour later that
Mr*** called about account access and our advisor sent an email to the
senior team to assistThe trouble ticket was opened by Debra on 1/23/in
response the General Question Contact form submitted by Mrs*** to address
the online access issueMr*** entered the exact same question via the
General Question Contact form a couple of hours later on 1/22/
Password and
PIN have important security protocols as protected customer information can be
accessed with a PINProper authentication to access customer account
information must be adhered to. We are
required to follow the Customer Proprietary Network Information (CPNI) rules,
which are designed to protect customer informationWe take our security
responsibility very seriously.
I am sorry that there were
miscommunications and that Mr*** was inconvenienced

Response to file #***
According to our records the Home Owners Association and the home owner would not allow the drop cable to be buriedThis is the wire that connects the company’s outside equipment to the customer’s premise in order to serve the homeThe order was cancelled due
to thisMr***'s deposit was processed for a refund on 6/1/It was printed and mailed on 6/12/The check number is #*** and has not yet been cashedOur senior Customer Service advisor has been attempting to reach Mr*** since 6/18/15; however, Mr*** has not answered nor is there any ability to leave a messageIf Mr*** has not received the check he will need to contact Customer Service at 855-696-and we will need to cancel the check and reissue a new oneI apologize for any miscommunication or misunderstanding about the refund process and interval
Thank you

Response to file# ***
For the ‘Ultra Internet’
service and CatchTV service, we require our equipment for that operationThe
customer may use his own modem for our 60MB and 100MB internet plans, which do
not require our equipment leaseMr*** was irate and asked to
cancel
service on 1/11/On 1/17/Mrs*** contacted TDS to resume serviceWe
reiterated the requirement of our advanced modem for the services that the
customer requestedOur website and print advertising for these services
provide disclaimer about the equipment requirementAs the equipment is a
requirement of the service bundle, there is no waiver should the customer
choose not to use itThe customer may downgrade the services to those that do
not include an equipment requirement or cancel the serviceI am sorry that the
initial sales call that the equipment requirement was not made more clear
Thank you

Response to file# ***
The TDS technician was
dispatched on 7/28/to test the customer’s connection; however, no one was
homeThe customer has not yet made another appointmentTDS Engineering has a
project under way to upgrade equipment to improve network capacity
Customers
may experience slower than speeds especially noticeable during the peak
hours of usageWe hope to have the project completed in the next 1-weeksAs
an apology for the customer’s dissatisfaction, we have added a credit of
$
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,
*** ***

Complaint: ***
I am rejecting this response because: This is a direct violation of the FCC law mandating cable companies to allow their customers usage of their own modem unless that modem is not compatible with their Network or if it was designed to give them services not paid forHere is a direct quote of the FCC lawThe FCC's rules are clear: cable companies must let customers use their own equipment (including modems) unless it isn’t compatible with the network or unless it would cause some kind of harm or was designed to let customers obtain services they didn't pay for.Perhaps you can explain how my cable modem is one of those exclusionary items? I know the modem is compatible with your network and can handle and easy Megs it can handle Meg'sIt has mocha built into itIt's not harmful to your network nor does it provide me any Services I'm not paying forAgain I believe this to be an excuse by your company to find a way to charge the customers additional money for something they do not needI had my modem on my line and it worked just fine even before configuring mocha completelyWhen I called in your employees routinely quoted mocha as the excuse why I couldn't use my modem but none of them even knew what mocha wasIf you were to provide the mocha settings it would work a hundred percent even better than your own modemDo you log does not state that it has to be plug-and-play ready to be compatibleIt's no different than setting up wireless on your modemIt's simply a couple settings you have to configureNow we are being charged a fee to have a technician come out and install your modem on my line that I must rent from you all in direct violation of the FCC lawI have years experience in this industry as a sysadmin and software engineer I think I can handle the installation of a modemBut you require your technician to come out and install it while every other cable company does notYou are essentially holding the internet RansomYou're telling your customers that if they want to use their hardware and not pay you the fee of your modem then we are relegated to subpar internet speeds while if we're willing to pay the extra fee every month we can have faster internet speedsThis is completely illegalAs to my original complaint I requested a detailed explanation as to why my cable modem is not compatible with your network and not allowed to be usedYour disclaimer does not Trump the FCC lawInstead of answering my original complaint you summarized what transpiredPlease stay on topic and to the point when responding and answering questions
Regards,
*** ***[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# ***
We have no record of a
trouble report from Mr***Our senior Repair advisor reached out to Mr
*** to offer assistance and explain how the customer may report trouble
to TDSOur senior advisor made a test call to the home number and
reached Mr
***He also made sure that Mr*** was able to make outbound
callsMr*** may contact TDS Repair at 855-696-or by email from
the company website ***
Thank you

Response to file# ***
On 9/30/our senior Repair advisor contacted the customer in regards to the concernThe TDS technician replaced video equipment on 9/In response to the customer’s snowy picture complaint, the TDS technician completed a repair on 10/8/to resolve that
I
apologize for the inconvenience

Response to file# ***
Service was disconnected for non-payment on 5/21/The customer’s invoice dated 6/23/reflects adjustments for service billed 5/21/and 6/30/Service was reconnected on 6/19/and the billing reflects service charges restarting on that same invoice through
the end of the billing period (7/18/15)
Our Repair supervisor attempted to reach the customer and left a voicemail messageHe approved a courtesy credit of $for repair service issues
Thank you

Response to file# ***
We asked our contractor to
address the unresolved landscaping issuesAn appointment was made on Monday 7/25/
to meet with Mr***As of Wednesday 7/27/there was still a hole that
was not fixedWe asked the contractor to address thisThe
contractor indicated
it was a hole for the sprinkler head that was there prior to the cable replacement
We asked the contractor to fix the
problem any way as a courtesy due to the ***' dissatisfaction with the other
landscaping issues
Thank you

Response to file# ***
Unfortunately there was a
billing error which required correctionBilling errors can happen and we
apologize that it may be an inconvenience when we act to correct a billing
error in a subsequent billing period thereby causing the next bill to be
more
than the monthly amountWe are charging for services which were
provided and affirmatively orderedMr*** may send in payment for the
amount that he normally would have expected to be billed in February so he
doesn’t have to pay double the amount in March if that is helpfulWe are also
willing to offer a Payment Agreement if Mr*** needs to defer the payment
I am very sorry for the inconvenience and frustration with the billing
In January, Mr***
contacted TDS about reducing his services to save on the monthly costsTo
retain Mr***, we are providing a discount of 25% for a period of
12-monthsIt appears that our advisor made a mistake when applying the
discount which caused the billing errorThe March bill reflects the correct discounted
rate for the February services provided and the March services being provided
Thank you

Response to file# [redacted].
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 usage. I apologize for the inconvenience. Ms. [redacted] may cancel at any time without...

incurring penalty. We have provided a courtesy credit of $55.00; plus we are offering a 25% discount to last a period of 6-months.
Thank you.