TDS Baja Broadband LLC

Response to file #[redacted].
TDS Engineering has a project nearing conclusion to upgrade network equipment to improve internet service. Our senior advisor contacted Mr. [redacted] on 1/4/16 to advise and provided a credit due to the customer’s dissatisfaction with slow speeds.
Thank you.

Response to file# [redacted]
 
On 1/22/18 TDS Repair received
the customer’s email about their access/password issue. On 1/23/18 our Repair
advisor responded via email to advise of the ticket number and to suggest
clearing the browsing history and cookies. On 1/23/18  our...

senior Repair advisor Mykel left a voicemail
message for the customer suggesting some trouble shooting steps. On 1/30/18 our
senior Repair advisor Andrea spoke with Mr. [redacted] She determined that the
customer was trying to use their TV Everywhere account, which has a different user
name/login than their Bill Pay login. The customer did not have their PIN to be
able to reset the password. She provided the correct user name and sent a new
PIN. The customer indicated he would call if he needed help after that. I
apologize for any miscommunication or misunderstanding.
 
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 [redacted], and find that this resolution is satisfactory to me. I received a call from TDS and an email with the attached two letters.  If all of the actions they claim have been completed, I am satisfied with their response.
Regards,
[redacted]

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].
 
Trouble history is as follows.
On 8/13/16 Ms. [redacted] reported slow
internet speeds. The TDS technician
tested and found no trouble with the TDS network. On 8/24/16 Ms. [redacted] reported slow
internet speeds. The TDS technician
isolated the...

trouble to the customer-owned equipment. On 9/11/16 Ms. [redacted] reported slow
internet speeds. The TDS technician tested and found no trouble with the TDS
network. He replaced the modem as a
precaution.  On 2/24/17 Ms. [redacted]
contacted TDS Repair for assistance with the WIFI. After 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 2/25/17 Ms.
[redacted] reported a service interruption. The TDS technician was dispatched; however, he
had no access and left a door tag. On
2/27/17 Ms. [redacted] reported a service interruption. There was an area outage due to a fiber-cable
cut. The outage issue was resolved on
2/28/17.  On 3/1/17 the TDS technician
verified working service and at the customer’s request replaced the wireless
modem with a wired modem. He identified
a customer-owned equipment problem.
 
TDS Repair provided a credit
of $11.67 for the outage interruption. I
am sorry that Ms. [redacted] experienced trouble. TDS does not provide the customer’s equipment
nor support it, apart from the modem. 
 
Thank you.

Response
to file# [redacted].
 
We
resent our technician test further. His manager accompanied him. The technician
replaced some equipment to resolve the trouble. TDS Repair will be following up
to make sure all issues are resolved.
 
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 [redacted], and find that this resolution is satisfactory to me. It better not happen anymore.
Regards,
[redacted]

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

Response to file# [redacted]
 
On 7/23/16 Ms. [redacted] reported
slow internet speeds. TDS Repair asked her to reset the modem and repeat the
speedtest. The speedtest then ran normal. On 8/19/16 Ms. [redacted] reported her
data service was down. TDS Repair asked her to reset the power on the...

modem.
Service was restored with the reset of the modem. On 9/4/16 Ms. [redacted] reported
her local area connection was not working properly. TDS Repair asked that she try
another Ethernet cord and also set up an appointment for the local technician
to test further. On 9/7/16 the technician replaced the modem.
 
We cannot support Ms. [redacted]’
home network or computer equipment. As 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 overheat. The
advantage of leasing the modem is that we will warranty the modem and replace.
 
On 10/14/16 Ms. [redacted] placed
an order to disconnect service. The 9/23/16 invoice shows full month’s charges
10/1/16-10/31/16. The invoice dated 10/23/16 shows the adjustment for service previously
billed 10/11/16-10/31/16. Ms. [redacted] owes for service only through 10/1/16-10/10/16.
 
Thank you.

Complaint: [redacted]
I am rejecting this response because:  why wasn't the details of the 2 year price lock given when I started?  Excuses, excuses.  Not happy with TDS, Revdex.com: you have done all you can.  Thank you for trying.  Poor business practices on behalf of TDS.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Response to file# [redacted].
 
I apologize that there has
been a misunderstanding. With the December bill we provided a bill message
about the Broadcast Fee rate increase. We also included a website for customers
to get more information about the rate increase and the...

Broadcast
Retransmission Fee.
 
We provide a detailed
disclaimer in all of our web and print marketing that explains that prices are
subject to change. The 2-Year Price Lock Offer applies to prices for the core
services, which does not include federal, state, or local taxes and fees. The
Broadcast Fee is a fee and is subject to change.
 
The promotional disclaimer
states the following about the prices:
 
2-Year
Price Lock Offer: Valid in wired service areas only for new residential
customers who complete a TDS Bundle with qualifying TV, Internet and/or phone service (core
services). Existing customers must add a new qualifying line of service.
Price lock applies to core
services only. After 24 months, standard rates will apply. Offer(s) not available in all
areas, and is subject to change without notice. Certain restrictions apply. If customer
terminates the bundle or any individual service that is part of the bundle,
price lock is void. Customers with delinquent accounts are not eligible. Prices do not include federal,
state, or local taxes and fees. Equipment charges, which may apply, are
additional. Limited-time offer. See full offer terms and conditions at
[redacted].
 
TV: All prices, packages and
programming subject to change. Some channels are not available in all areas. Sports
programming is subject to in-market availability and blackouts. Freedom and
Starter TV package can only have the following add-on tiers; Latino Tier, HBO,
Showtime, Cinemax, Starz, and StarzEncore (where available). Freedom and
Starter TV Package must have an additional qualifying service with Phone and/or
Internet. Starter TV Package is a retail, non-promotional rate. Starter TV
package is only available to new customers located in Cedar City, Cortez, Estes
Park, Ft Carson, Ft Collins, Mesquite, St George, Arvada, and Woodland Park
markets. Customer is responsible for applicable video-on-demand and pay-per-view
charges. Video on demand not available in all markets. Equipment provided by
TDS must be returned upon termination of service or unreturned equipment
charges will apply. Return shipping charges may apply.
 
Thank you.

Response to file# [redacted].
Ms. [redacted] contacted Repair on 8/5 and a service call was completed on 8/6. The customer called on 8/27 while there was an area outage. The customer called on 8/29 and a service call was completed on 9/2 with a notation that the technician left a door tag as no one was...

home. Our Repair manager attempted to contact the customer and left a message. He also notes that there is a network capacity improvement project under way which should be completed soon. He provided a credit for one month of internet service.
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 [redacted], and if the 40.00 credit is made, the improvements to the network are made as promised in the coming months then I will continue to patiently wait. 
Regards,
[redacted]

Response to file# [redacted]
 
Mr. [redacted] sets up payment
information with his online account. Payments can be set up as recurring or
one-time. The credit card payments declined. We have no information as to why
the credit card declined. When Mr. [redacted] contacted TDS on 11/25/17 we...

advised
him about the declined payments. On 11/28/17 our senior advisor reached Mr.
[redacted] to explain that he would need to log into his online account to update
his payment information. She provided a courtesy credit for the late payment
charges that had been incurred in August and November.
 
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 offered. The 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 account. On 2/5/18 our Quality Assurance specialist,
Francesca reviewed the call interactions with the Sales team. She was not able
to locate the call with supervisor Lyssa. She contacted Mr. [redacted]. Mr. [redacted]
indicated that he spoke with several people, and with the exception of one
supervisor, everyone was very nice. Francesca apologized. Mr. [redacted] was
satisfied with the promotion he is currently receiving and did not need
anything further.
 
Thank you.

Response to file# [redacted]
 
Our records show that on
12/24/17 Ms. [redacted] contacted TDS to cancel the technician dispatch when her
set top box started to work for her. On 1/3/18 Ms. [redacted] reported trouble
with one of her set top boxes (the customer has a quantity of four...

set top
boxes). We set up an appointment for 1/5/18. On 1/5/18 our technician noted
that the customer was not home at the time of his visit. The next appointment
was for 1/9/18 and again our technician noted that no one was home. He also
noted that he tried to call the customer and there was no answer. On 1/12/18 for
the next appointment, again no one was home. The technician noted that he tried
to call but there was no answer. He also noted that there was a silver Chevy
truck out front of the house. Ms. [redacted] indicated to our senior Repair
advisor that she was at home and no one had showed up. It is not clear why the customer
and the technician missed each other. Our senior advisor involved the Field
Service manager since it seemed that there was some miscommunication about the
appointments. Another appointment for 1/17/18 in the evening at 5:30pm was
arranged to ensure that the customer would be home for the appointment. The
technician replaced the video equipment and helped resolve the issue.
 
Our Repair team typically
will discuss a credit if one is applicable when the trouble ticket has been
resolved. On 1/18/18 our senior advisor attempted to reach Ms. [redacted]. The call
was disconnected after he stated his name and then there was no answer to his
follow up call.
 
We are providing a credit of
$50.00 as a courtesy due to misunderstanding or miscommunication about the
appointments.
 
Thank you.

Response to file #[redacted].
I apologize for the inconvenience of the delay to provide a refund check of the credit balance on the account. We are sending another check out. On 11/13/15 our senior advisor contacted Ms. [redacted] to advise.
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Response to file# [redacted].
Mr. [redacted] has not been billed for telephone service since 7/1/15 when the service was requested to be disconnected. It is not our policy to adjust for two-years for a billing dispute. The customer has responsibility to contact TDS in a timely manner about any...

disputes or problems.
Our senior advisor contacted Mr. [redacted] to offer a courtesy credit of $72.00 for the difference of the wired and wireless modem for a period of one-year. Mr. [redacted] inquired about receiving a promotional rate that he had when he bundled the voice and data service. This promotional rate was not available. The senior advisor offered a discount of 15% off for a period of 6-months, which Mr. [redacted] accepted.
Thank you.

Response to file# [redacted].
 
The customer had an older
(grandfathered) service plan. Our senior advisor spoke with Mr. [redacted] on
6/17/16. She changed the internet plan to a current plan with a promotional rate.
Earlier this month, TDS Engineering completed a large network...

improvement
project that addressed the slower than normal speeds experienced during the
peak hours of usage.
 
Thank you.