TDS Telecom

Response to file# [redacted] I checked with our Marketing manager and this was the first time he received a request to remove Ms D [redacted] name/addressHe always processes the no solicitation request as soon as possibleHe removed MsD [redacted] from our mailing listThere may be a few mailings that we cannot stop in the next few weeksIt typically takes about 4-weeks as some campaigns have already been processed for printing and mailingFortunately, the mailing materials are recyclableI apologize for the inconvenience Thank you

Had service for less than hours Cable tv service was so bad that I cancelled the same day, then internet prices went up from $to $ Cancelled internet the next day once their office was open Initial install was pathetic Cable draped on the ground, cable box outside so full that door would not close, drilled into the garage in the middle of a wall rather than under the deck as we talked aboutAfter I canceled the service they came out unannounced to disconnect and drove thru the yard leaving 300+ feet of tire tracks Then I got a bill after the service was cancelled On the phone times with them about tire tracks, each time I was told they would have a manager call me back Still have not heard from a manager I am left to clean up their mess and deal with bills for service I had for less than hours

This ISP is the worstIf you live in the Bainbridge/Roachdale area it is essentially your only option for internet unless you use a satellite provider which is just as slow and is subject to weatherHowever, if you live minutes away from this area you can get speeds 10x faster or moreI called to complain about not getting the actual speeds I pay for (5mb down/ up)They transferred me to a tech rep and after about minutes of waiting for him to do tests he told me that the problem wasn't on my end but the ISP's end and that their equipment was the problemI asked when it would be fixed and he said that it could take up to a year for them to upgrade their equipment and that I could do nothing but wait! My speeds fluctuate immensely from 5mb download to virtually nonexistent for no reason(Ex: speed test results will be 4.5mb DL one minute and the next they will be 1.2mb DL) This ISP needs to upgrade their equipment and be on par with other ISP's close to the areaThe only reason they are still in business is because there is literally NO OTHER OPTION or else the whole town would switch to something more reliableHalf the time I can't even load a simple video on youtube without having to buffer for longer than the video actually isAbsolutely unacceptable

Response to file# [redacted] On 1/6/the TDS technician isolated the trouble to Mr [redacted] ’s computer equipmentPrior to this, the technician had completed a port change and other troubleshooting steps to test and optimize the connectionTDS advertises that DSL speeds and availability varySpeed plans are “up to”At any time, Mr [redacted] may reduce his service plan or cancel without penalty Thank you

Response to file# [redacted] Mr [redacted] only very recently bundled his DISH Network service with his TDS accountThere are no notes or other indication that Mr [redacted] had previously asked to do thisBy bundling an eligible DISH plan with the TDS account, a $5.00/month discount appliesMr [redacted] indicated that his grandson filed the complaint and he wasn’t certain the reason for itMr [redacted] was satisfied with the explanation that his upcoming December bill would show the DISH Network bundle billing and bundle discount Thank you

Internet has been going out all week and they refuse to issue a credit or put a real effort into fixing the problemIf I had any other provider as a choice I would switch tomorrow

Response to file# [redacted] Our Sales representative, Brett [redacted] , was on vacation and not able to immediately return Mr [redacted] ’s callUpon his return on 3/15/Brett attempted to reach Mr [redacted] When he first could not reach Mr [redacted] , Brett went past his home to hopefully catch him; however, no one was homeHe found that the home was for saleBrett later reached Mr [redacted] who confirmed that his house is for sale and that was the reason for cancelling the registrationOur website explains the fiber registration and timeline for the specific neighborhoodsMr [redacted] ’s neighborhood needed additional households to register and if approved launch would be in July 2018—construction had not yet started in that neighborhoodAs explained in the Registration terms and conditions, if there is not enough interest, then we may not launch in that neighborhood and then the registrants are refunded their registration feeThat was not yet the case for Mr [redacted] ’s neighborhoodHowever, any customer who is upset and wants to cancel their registration, we will work with them for a refundIf the refund request is within the first days it can be refunded to the same payment method used to registerIf beyond that timeline, then we provide a refund with a bank card Thank you

Response to file# [redacted] On 12/30/DSL and [redacted] were suspended for non-paymentOn 1/2/the customer made payment to restore serviceThis covered the balance reflected on the November bill, but not the December bill’s current charges, which became past due after 12/27/On 1/8/ TDS issued a new past due collection noticePayment was due by 1/21/to keep service activeOn 1/15/TDS Financial Services made a reminder call and spoke with Mr [redacted] about the upcoming suspensionMr [redacted] indicated he would call back to set up payment or payment agreementNo further payment was received and on 1/25/DSL and [redacted] were suspended for non-paymentOn 1/27/Mr [redacted] contacted TDS for a billing and payment explanationUnfortunately Mr [redacted] did not accept/understand the explanation about how the payment partially applied to the collection agency referral (the adjustment amount reflected on the January invoice is a collection agency referral)He asked to disconnect all servicesThe $200+ payment portion is indeed accounted for and was applied to the collection agency balanceThe customer still owes payment for the December and January billsThe February bill was processed prior to the disconnection of services and reflects charges which will be adjusted with the coming March bill for the service disconnectionIt also reflects an additional portion of the past due balance referred to collections agencyPlease note that [redacted] will handle final billing adjustments directly for their servicesMrand Mrs [redacted] may contact TDS at [redacted] ) in regards to the monthly billing, payment, and collection procedureThe Payment and Adjustments Detail on the bill reflect the amount of the collection agency referralThis is a part of the overall past due balance owed for service provided Thank you

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Response to file# XXXXXXXX Mr [redacted] cancelled service prior to the completion of the two-year service agreement termAt the time of the sale Mr [redacted] completed a Third Party Verification (recoding available upon request) agreeing the term and an early termination feeFor agreeing to keep services for two-years with TDS, the customer received a $Apple gift cardTDS does not advertise that we offer national service and the agreement was for service at the Monticello addressAs Mr [redacted] retained the $Apple gift card, an early termination fee appliedAs a courtesy, we agree to provide a credit of $(with tax the credit total is $164.81) Should Mr [redacted] have any question about his final bill he may contact TDS at 1-888-225-(888CALLTDS) Thank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 Sincerely, [redacted]

Response to file # [redacted] TDS advertises that DSL speeds and availability varySpeed plans are “up to” and not guaranteed Fortunately, the Savannah area is benefiting from a grant with the New York State Broadband Program to upgrade the broadband networkThe project is in the early stages of planning and we do not yet have an estimated completion date of the project other than we hope to have the grant projects completed by the end of In the meantime, the options are that we can reduce the customer’s plan to DSL “Lite” or the customer may cancel DSL without penaltyAlternatives could include satellite or wireless providers Thank you

Follow up response: I have asked our senior advisor, [redacted] , to reach out again to [redacted] He may contact [redacted] directly at [redacted] [redacted] will be happy to go over all the accounts, payments, amounts still due, and help with any payment investigations that may be neededIf a payment was made and misapplied, then we may need some payment documentation to research thisI understand that it may be confusing--all of the account activity, but at this time we still have unpaid balances in those other accounts that need to be resolved in order for [redacted] and [redacted] to retain their current servicesIf there is a call record that needs to be reviewed, [redacted] can assist with that if needed [redacted] must respond to [redacted] for this conversation to be productive

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 except to say that I want to make it clear that no one from TDS reached out to me to explain to me what TDS is explaining now to Revdex.com. Thanks

Response to file# ***
TDS advertises
that DSL speeds and availability varySpeed plans are 'up to'Unfortunately
TDS is not able to offer faster internet speeds in Mr***'s area at this time
due to network capacity concernsWe have limited our DSL sales to our
lowest
tier speed plan in his serving area due to thisIn January/February of we
notified customers in the affected areas where network capacity is constrained,
including Mr***, of the situation and advised customers that they may cancel
without penalty or reduce the service plans accordinglyCurrently, Mr*** is
receiving a promotional rate which is less per month than our lowest tier DSL
speed planHe may retain his current plan if he wishesOtherwise, we partner
with DISH Network and can offer their dishNet satellite internet as an
alternativeOther alternatives could include Exede, other satellite or
wireless providers
Fortunately,
Mr***’s serving area is eligible for Connect America FundingWe have begun
many of our broadband network upgrade projects in Mr***'s area. We
anticipate the completion of the project for Mr***’s area in the first part
of Mr*** may sign up for email updates at tdstelecom.com/networkupgrades
Following the completion of this project, then we will be able to offer faster
internet plans
Thank
you

Response to file #***
TDS partners with DISH Network to provide bundle billingAs billing charges are one-month in advance, there typically is a delay with processing the final billing for DISH Network with TDS and transfer back to direct billing by DISH NetworkMr*** retained
the DISH Network serviceUnfortunately, an additional month of DISH Network’s billing appeared on the TDS February invoice where the TDS services showed the disconnection effective 12/29/The TDS February invoice showed DISH Network charges 1/29/15 through 2/28/
On 2/5/Mr*** called in about the final balance on the TDS accountWe provided an explanation to Mr*** that the final balance consisted of DISH services from 12/29/through 2/28/Mr*** called back on 2/6/and indicated that DISH had duplicated charges for a portion of the same time periodWe contacted DISH Network who indicated they would issue a creditAs the billing account with TDS was in final status and the DISH Network bundle bill relationship had ended, the adjustment would not appear on the TDS invoiceThe adjustment would appear on the DISH Network direct billing invoice
When no payment was made to TDS for the final DISH Network charges (12/29/14-2/28/15), TDS sent a final collection noticeThe balance was then turned over to a collection agency
Upon receipt of this complaint, we checked with DISH Network to make sure that they had provided the promised adjustmentsOn 4/9/our senior advisor (***) followed up with Mr*** to provide an explanation about the DISH billing and adjustment given with DISH NetworkMr*** indicated he would review the charges and adjustmentsShould Mr*** have any further question, he may contact the senior advisor for assistance
Mr*** will need to pay TDS for the DISH Network service received 12/29/14-2/28/TDS is responsible for collection of the final balance for DISH NetworkMr*** may contact TDS Financial Services for making payment arrangement of the collection balance
I understand that this is confusing and I apologize for the inconvenience
Thank you

Response to file# ***
TDS advertises that DSL
speeds and availability varySpeed plans are “up to”Unfortunately, TDS is
not able to offer faster speeds in Mr***’s service area at this timeThe
options are that the customer may reduce his speed plan or cancel DSL
without
penaltyWe partner with DISH Network and can offer their satellite internet as
an alternativeOther alternatives could include Exede, other satellite or
wireless providersAs an apology for the customer’s dissatisfaction, we have
provided a credit of $
Thank you

Response to file# ***
Our senior advisor contacted
Mr*** to help with setting up *** access so the customer may review his
bills onlineShe also provided a courtesy credit for the bill copy fee
Thank you

Response to file# ***
TDS advertises that DSL speeds and availability varySpeed plans are “up to”Unfortunately TDS is not able to offer faster speeds in Ms***’s service areaWe are working on network capacity projects in Linden; however, it will not resolve all slow speed
complaints especially in some of the remote/rural areas such as thisThe options are that the customer may reduce their plan to DSL “Lite” (1MB) or we can offer dishNet satellite internet serviceOther alternatives could include Exede, other satellite carriers, or cellular carriersAs an apology for the customer’s dissatisfaction with DSL service, we have added a credit of $to the account
Thank you

I was a customer with TDS in February to August I cancelled my service fur to moving, set up a time for a technician to pick up my modem and start the process of giving me my deposit back The representative never showed up to pick up my modemI called TDS a couple weeks later asking for a technician to come pick up the boxI was informed that they won't send a technician out to a non customer, but they would send me a box to send the modem backI gave them my current and correct address so they could send me the boxI was informed it would take up to days for the box to be sentI never received the boxI called again and had them send me another box, they had the correct address, but I was informed that they didn't send the boxI finally received the UPS box, and sent the box back the same day I received the UPS boxI assumed it was received no later than sept 7th, as I sent it back sept3rdI was told when I mailed the modem back in, I would receive my deposit of by check 4-weeks after they got the boxFast forward weeks, November 2nd, I called because I had still not received my deposit checkI spoke to some one and they told me that they guaranteed my check was sent out on Sept14th It was, and I quote, "guaranteed" had been sent on sept14thOn November 2nd I was told that the check should be to my house in 3-daysI never received itI called November 9th, and was told that the check was not sent the 14th of September, and I was told incorrectlyI was also told that my deposit was less than what I was originally told in AugustI was told they had the incorrect address for me, and that thy sent the check already, but they didn't have the right addressI told them that that was a mistake on their part because I have them the right address from the startIt has been months since I had service with this company, and still have not received my deposit backI could go on further, by telling you about a time that I didn't have service, and they scheduled someone to come out, I took time off of work to be there, and they never showed up

Response to complaint file #***
TDS advertises that DSL speeds and availability varySpeed plans are “up to”We do not offer our “Extreme” DSL (up to 25MB) plan in Mr***’s service areaNone of his neighbors that are served from the same equipment have 25MB service (30MB is
not a speed tier we offer to residential customers)We do offer “Extreme” DSL (up to 25MB) to customers within close range to our Central Office switching equipment in the town of AlbanyWe have verified we have sufficient network capacity to serve the DSL equipment in Mr***’s areaDSL is a distance sensitive technologyMr***’s residence is too far to receive the “Turbo” (up to 15MB) DSL planAt the time of the sale in December 2014, our records indicated an inconclusive result for the “Turbo” plan (up to 15MB)In such situations our installer technician will attempt to install the “Turbo” service and if necessary recommend the next tier down “Express” (up to 5MB)This is what happened in the ***’s caseThe technician recommended “Express” due to excessive distanceThis is the fastest speed plan we can offer at the locationAlternative service providers could include dishNet, Exede, other satellite or cellular carriersI apologize that we cannot meet the customer’s expectation for service
On 11/3/Mr*** contacted TDS Repair about slow internetAfter troubleshooting the connection and speed-testing the connection with all wifi devices disconnected, the ping time was found to be within expectationWe are replacing the modem to eliminate that as a possible issue
Thank you