TDS Baja Broadband LLC

Response to file# [redacted].
The TDS Field Services manager contacted Mr. [redacted] to provide an explanation about our network capacity project that is under way. Our Repair supervisor followed up with Mr. [redacted] to discuss a credit and agreed to provide a credit of $256.93 (including tax).
Thank...

you.

Response to file# [redacted].
On 11/22/15 Mrs. [redacted] contacted TDS about pixelating CATV picture. The TDS technician was dispatched to repair. On 11/25/15 there was an outage that affected internet service in the [redacted]’s serving area. The repair was completed approximately an hour and half after...

we had been alerted by our network monitoring. On 11/27/15 Mrs. [redacted] contacted TDS with intermittent troubles with internet and CATV service. The TDS technician completed a repair on 11/27/15.On 12/1/15 TDS provided a credit of $23.46 for the service interruptions. I apologize for the inconvenience.
Thank you.

Response to file# [redacted].
TDS Engineering is working on a large project to upgrade our network and unfortunately is taking longer than originally anticipated. The project is nearing conclusion. In the meantime we are providing a discount of 25% off for a period of 6-months Plus we previously...

provided a credit for $45.53 due to Ms. [redacted]'s dissatisfaction with service. Ms. [redacted] may cancel service without penalty. I apologize for in the inconvenience.
Thank you.

Complaint: [redacted]
I am rejecting this response because: lets start with another company that blocked users from using their own modems for two years. this company is Charter. im sure youre aware of it. the FCC fined them $640,000, blocked several mergers, and esencially put them on probation for 3 years. Can you tell me why, TDS? for not allowing the users the use of their own modems. Its almost like you cut and paste their statements right into your response. I will do this one ignorant statement after another in order so as not to confuse TDS. "The FCC device attachment rule is not applicable in this instance because of the service bundle and technical requirements of it." What? the FCC says absolutely nothing about this and is not one of the 3, yes THREE, things that they can reject our modems for. this sentence doesnt even make sence as its not complete. I have never heard of the FCC device attachment rule..... LOL I have heard of the FCCs Section 629 of the Communications Act of 1934, as amended, and Sections 76.1201 and76.1202 of the Commission’s rules. Is that what you were incorrectly refering to? "When it comes to CatchTV, the equipment configuration for this whole home experience is designed and tested to work in the configuration we deploy." ok, so you are saying that only the way you do things is correct and there isnt any other configuration that would work? that there is something on your modems so special that no other company in the world has been able to do it? what would that be exactly?"This allows us to ensure that we are providing the functionality and features that we are promoting." and how does the functionality and features change by my using my modem? "This would include features like the TV guide and Pay-Per View. Our records show that the customer reported trouble with the TV guide, and it was resolved by reconnecting the TDS modem." This is because your support team didnt know how to configure any settings. your employees are so horribly uneducated that repeatedly I was told that it was the MoCa on your modem that was needed for everything to work? is this correct? oh, wait, my modem has MoCa also. your company refused to provide me the settings I would need to enter there to get my TV guide to work. so it wasnt my modems fault, but your fault for refusing me the settings. Let me guess, you dont support a modem that isnt yours. good for you, I know more about this than you do, I promise. im pretty sure I could set it up had you provided the information. thats me supporting my modem. see how that works."For the higher speed internet plans, our advanced modems support a higher number of bonded downstream channels than the most commercially available devices. Over time more devices have been coming out that support 16x4 and 24x4 channel bonding. Currently, our customers who subscribe to internet plans of up to 100Mbps can bring their own device because most commercially available modems will support those speeds, and do so in a way that doesn’t harm our network or negatively impact the service of others." where do you poeople come from? first 100Mbps is slow, hell, your crappy 300Mbps is slow. dont act like its some special super fast only your platinium silver hi-tech secrect modem can handle speed. any ol' $20 modem can do 300Mbps. and for downstream channel bonding my modem handles 32 channels (do you even know what that means?) that means my modem can handle speeds up to 1000Mbps. what no way!!! yes way... you see jackasses actually quoted these wrong. 16x8 = 24 channels. so you have a 16x8 not a 24x8 which is 32 channels. remember, everything in computer is to the power of 2.... 2, 4, 8, 16, 32 <--- 32 see. not 24. now, go back and ask your manager what I just said. "We are soon updating our compatible modem policy for the higher speed plans which will communicate the customer-provided device minimum requirements. We already provide disclosure on our website about device attachment." what the hell is devise attachment? your just putting 2 words together you think sound right. I have a $300 netgear nighthawk. oh, wait you and tds have never even asked me what modem I have to know if it is compatable on your lines. "Our records show that the customer had contacted TDS Repair for internet support issues previously, and the trouble was not found with the TDS network or TDS supplied equipment, with the exception of one trouble report where there had been an area outage." this is absolutely a lie. I have not received more than 60% of the speed I pay so much money for untill I put my modem on the line. how about a refund on that money, say 40% of my bills. i ask that my complaint be updated to reflect the dollar amount I am losing because of TDS. I would like $100 in recompense for the charges TDS is hcarging me.
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]

Follow up:
 
The FCC device attachment
rule is not applicable in this instance because of the service bundle and
technical requirements of it. When it comes to CatchTV, the equipment configuration for this
whole home experience is designed and tested to work in the configuration we
deploy. This allows us to ensure that we are providing the functionality and
features that we are promoting. This would include features like the TV guide
and Pay-Per View. Our records show that the
customer reported trouble with the TV guide, and it was resolved by reconnecting
the TDS modem.
 
Should Mr. [redacted] wish to
change to internet-only service or a TV/Internet service bundle that does not
include CatchTV, then there is an option for a customer-supplied modem as long
as it is compatible. For the higher speed internet plans, our advanced modems support a
higher number of bonded downstream channels than the most commercially
available devices. Over time more devices have been coming out that support
16x4 and 24x4 channel bonding. Currently, our customers who
subscribe to internet plans of up to 100Mbps can bring their own device because
most commercially available modems will support those speeds, and do so in a
way that doesn’t harm our network or negatively impact the service of others.
We are soon updating our compatible modem policy for the higher speed plans
which will communicate the customer-provided device minimum requirements. We
already provide disclosure on our website about device attachment.
 
If compatible devices are
used that do not cause harmful interference to our network, we still cannot
support this third party equipment should the customer have issues related to
it. Our records show that the customer had contacted TDS Repair for internet
support issues previously, and the trouble was not found with the TDS network
or TDS supplied equipment, with the exception of one trouble report where there
had been an area outage.
 
I am sorry that Mr. [redacted] is
not satisfied.

Response to file# [redacted].
On 8/5/15 Mr. [redacted] contacted TDS Repair about a missed service call. The Repair advisor investigated and found that there was a broken line and the repair was scheduled to be completed on 8/6/15. The technician was dispatched to complete the repair on...

8/5/15. The advisor left a detailed voicemail message for Mr. [redacted].
On 8/12/15 our Repair supervisor attempted to follow up with Mr. [redacted] and left a voicemail message. He reviewed the modem levels and it appeared that the internet was working well. There had been no further calls from Mr. [redacted] at this time.
We have provided a credit of $50.00 due to the repair issues. We apologize for the inconvenience.
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. Unfortunately there have been unforeseen delays with the project which we had...

initially expected to be completed in 2015. I apologize for the inconvenience. Mr. [redacted] may cancel at any time without incurring penalty or he may wish reduce his service plan in the meantime. We have provided a courtesy credit of $35.00.
Thank you.

I filed a complaint in January and TDS offered a free month of service and and 25% discount for the next 6 months. The free month of service was honored but I have not received a 25% discount off of my bill. When I spoke with a senior management person on January 4th, he said I would be able to upgrade my service for a promotional rate that was actually less than my current bill, so I went ahead and did that. I spoke with somebody today after I was charged that full, promotional amount and they claim they cannot add a 25% discount on top of a promotional rate. I upgraded in hopes that I would at least get a little bit better service...which I'm not. I would not have upgraded the service if the amount was more than I was currently paying for service that didn't work. When they say they've given me a 25% discount on the full price of the upgraded service, I think that's crap and a total bait and switch. I didn't upgrade to the full amount, I upgraded to the promotional amount and am still not receiving the service I pay for.I would like the 25% discount for the next 6 months on the rate I'm currently paying after the upgrade. That amount would be around $39.54 per month.

Response to file# [redacted].
The Repair supervisor reviewed the customer’s internet report history and saw no record of issues other than an indication of a possible issue with the customer’s router. The technician resolved the [redacted] channel issue. It appears that the outage affected analog only...

cable subscribers. Most cable subscribers have digital service and it does not appear that they were affected. As an apology for the customer’s dissatisfaction, we provided a one month credit of $122.16.
Thank you.

Complaint: [redacted]
I am rejecting this response because:although they did reduce our monthly bill the speeds have not changed. The speeds continue to be slow all the time. Not 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 response. If the consumer does not provide a reason the complaint will be closed Answered]

Response to file# [redacted].
The Service Agreement is clearly marked as “Commercial” and set for a 36-month service term. Mr. [redacted], an authorized representative/user, signed the Agreement. Our Sales team has reached out to Mrs. [redacted] to provide further explanation and advise of the...

available options. The terms of the Agreement are in effect. We understand Mrs. [redacted] is motivated by attractive promotional rates for new residential service plans.
Thank you.

Complaint: [redacted]
I am rejecting this response because: It is totally untrue. I contacted TDS several times about the same problem. TDS reports that on 07/23/2016 speed tests were ran, which is true, normal speeds lasted 1 day. I ran my own speed test with [redacted] and [redacted] respectively and the speeds were much slower, [redacted] had the highest speed at uploads of 10.3 and download 3.5. I would not cancel my service if I could use my computer. I pay bills and need to print out information, which I am uncomfortable or unable to do on a cell phone, furthermore our city commissioners met with a representative from TDS to find out why we were paying for internet speeds of 60mb and are receiving speeds lower than 10mb. The representative responded stating TDS had not anticipated data used from cell phone and tablets and it is affecting internet speed in Hobbs. I paid for a service I was unable use, and request a refund.
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].
On 1/13/15 our senior Repair advisor contacted Mr. [redacted] to follow up. The previous day, TDS technician ran new lines and an outlet to resolve the trouble. We provided a courtesy credit for $40.00.
Thank you.

Response to file# [redacted].Service troubles must be reported to the Repair Dept. Our local business office staff are not equipped to provide troubleshooting, which generally needs to be done with the customer at their premise with the equipment. On 10/19/15 we advised the customer of the channels that they should be getting. On 10/21/15 TDS Repair left a message for the customer to follow up to offer assistance with any service issues. The customer may contact TDS Repair at ###-###-#### or send email to   [redacted]Thank you.

Complaint: [redacted]
I am rejecting this response because:my husband spoke with 
Maria F**Senior Customer Care RepTDS[redacted] [redacted]last Fri 6/17. 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 response. If the consumer does not provide a reason the complaint will be closed Answered]

Response to file# [redacted].
 
TDS Baja Broadband engineering has a project in place to expand network capacity and improve broadband service in Cedar City. We actually have several projects being completed. The largest project will replace equipment with the latest Edge Router technology....

This is expected to be completed in August/September. We have tested Mr. [redacted] connection and explained the slower speed issue which is most noticeable during peak hours of usage.
 
We do not guarantee speeds. The options are that Mr. [redacted] may reduce his plan or cancel service without penalty. As an apology for the slow speed issue, we have issued a $40.00 credit.
 
Also, there is 24x7 technical support. Previously Video/Cable TV support was not 24x7 and after hours calls went to an answering service. Video support (Ms. [redacted] does not subscribe to this) went to 24x7 support on 6/29/15. Customer Sales and Service (ie billing & credit questions) after hours calls may go to an answering service or callers may hear a closed message.
 
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, 6/24/15.  Thank you for your prompt response in this matter.
Regards,
[redacted]

Response to file# [redacted].
I apologize that we have not met the customer’s expectation for service. We do have an Engineering project in place to upgrade network capacity. We hope to have the project completed in the next couple of months. We can reduce the customer’s service plan if desired. We...

are providing a discount of 25% off for a period of 12-months. We also provided a credit of $65 which appears on the current bill. Alternative internet service providers could include [redacted], satellite or cellular providers.
Thank you.