TDS

Response to file# ***
Mr*** contacted TDS
Account Manager *** Curley in FebruaryMr*** indicated he didn’t like
the Managed IP service; that the cost was too much for him and too complicated
At that time *** spoke with her manager about the contract cancellation
chargesThere was no mention to her of the internet speed concernThe TDS
Sales manager was to call Mr*** who intended to explain the terms of the
contract, but left the company before this was completedI apologize for the
inconvenience*** received an email from Mr*** around weeks agoShe
discussed Mr***’ concerns with her new manager, *** ***She
provided Mr*** with information about contract cancellationThe customer
subscribes to a 3MB internet connection with six ManagedIP telephone lines and
IP telephone equipmentA speedtest result of 2.66MB would be within the
expectation for the subscribed service as there can be speed drop off with a
wifi connections, inside wiring extensions, the number of phone lines being
used at one time, computer equipment limitations, or other physical factors
The last trouble ticket made to TDS Repair was on 3/28/for slow internet
speedThe TDS technician was dispatched to test and found the service working
properlyHe determined that the customer’s computer was the issueOn 1/19/
the customer reported trouble with their fax lineTroubleshooting with TDS
Repair over the phone resolved the troubleOn 1/18/Mr*** contacted
TDS Repair about slow internet speeds and having trouble running Quickbooks
His speedtest results were with the expectation for the speed plan and no
trouble was found with the service
I am sorry that Mr***
is dissatisfiedThere is no indication that the service provided is not working
as designed/soldOur Sales Account team can provide training for ManagedIP
telephone equipment and can work with the customer on service alternativesAt
this time, the terms of the contract are in effect and an early cancellation
charge may applyTo go over the terms of the contract and discuss service
alternatives, Mr*** may contact the TDS Sales manager *** ***
at 865-218-
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Again, I do not accept a refund from TDS. The only resolution I will accept is to get the service that they advertise and I am paying for each month. This is 15MB Turbo Internet.Clearly, I have communicated that my internet speeds are poor hours a day, every day. All of my neighbors that use TDS have the same issues. TDS keeps refering to a resolution that they are addressing the speed issues for peak times. This suggests that the Internet service on off-peak times should be as advertised. I am not getting the recognition that my issue is not only happening at peak times, but all of the time. At peak times my internet does not even work most of the time.Let's stop making this a complex issue and ignoring the real issue TDS is misleading it's customers about their service, period. TDS admits that they have a peak time issue, but dances around the real issues with their service - over subscription. TDS over subscribes/sells thier service in a market and can not deliver the service they promise. The Revdex.com should be investigating this practice
Regards,
*** ***

Follow up:
The E-Pay payment was not cancelled by the customer and processed as scheduled on
1/26/There was a processing delay with the refund check and we apologize for the
inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11844541, and have determined that this does not resolve my complaint. TDS may advertise that DSL speeds can vary, but where does the point of reasonableness lie? When is it acceptable to provide only 20% of the service sold? I would gladly accept DSL service variances down to mb which is 80% of my mb plan. That seems like a reasonable variance.In January of I spoke with a TDS customer service representative who told me that changing my internet service to the lower mb plan that TDS offers would cause my monthly bill to increase because I have a “Price for Life” plan. Clearly, I opted not to make that change. If TDS is going to advertise their service with a “Price for Life,” are they not obligated to maintain their equipment in order to provide that service for life?Since TDS partners with Dish Network and can offer dishNet satellite internet with a faster speed, then they should honor their end of the Price for Life and provide that service to me via their dishNet satellite at my same monthly Price for Life.
Regards,
Gayle ***

Response to file# ***
The customer agreed to a
Service Agreement term of 36-monthsThe term length is clearly displayed on
the Agreement with the services orderedWe do have shorter contract term
options which have a higher monthly rateThe longer the term, the deeper
the
discountThe customer may cancel their contact but there is a consequence for
early cancellation of an early termination feeThe fee is applicable and was
discussed with the customer at the time of the disconnection requestThe
installation fees were initially waived for taking the 36-month service term
and as disclosed in the terms “Term and Termination” that any waived fees
would have to be repaid for early cancellationNo installation charges were
billed as indicated as waived on the Service Agreement; however, the customer
did request inside wiring work from our technician and there were one-time
charges for installing jacks/inside wires with labor costsThis was an
elective service request and billed at Tariff ratesThe work could have been
completed by an electrician of the customer’s choiceThe monthly recurring
charges are clearly displayed on the Service AgreementPlus we provided a
Welcome Letter at the start of service that detailed the services ordered and
associated monthly amountsThe Service Agreement allowed for a 60-day risk
free trialIf the customer was not satisfied of the value of the service, they
could have cancelled at that time without penaltyI do not have any
information about alternative providers that may serve the Parkside Drive
location, and we would not be able to deny other providers access to the
location to serve it competitivelyLate Payment fees are applicable when
payment is not received by the due date and a past due balance is carried
forwardThis too is disclosed in the terms of the Agreement
I am sorry that DrCooper is
dissatisfiedThe termination fee will not be waived
Thank you

Follow up #2:
We contacted Mr*** to offer a different plan and he declined making any changesAs previously explained, he may change to a plan that better matches the current speed result that he experiences or cancel the serviceIt is not our preference to disappoint the customer or potentially lose the customer to a satellite providerWe have explained the engineering solution that is in progressIf there is an interruption of the connection, Mr*** should contact TDS Repair for assistance

Response to file# ***
On 1/12/our senior advisor contacted Mr*** in regards to the various promotional optionsShe explained that the free internet upgrade/discount was for going from 50MB to 100MBMr*** indicated he would have taken the free HD for life promo if he realized
it wasn’t free internet upgrade for lifeShe apologized for the confusion and offered a credit of $off to last a period of 12-monthsMr*** indicated he was interested in upgrading internet service to 1G as well
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response only said they would call meIt's been days and they haven'tI'm leaving to go out of townI will not be back until 11-29-The resolution should be I pay for the service, and none of the termination fees, since the reason I had to switch is because of the poor service
Regards,
*** ***

Response to
file# ***
On 9/19/
service was suspended for non-paymentMrSquires contacted TDS on 9/12/
about the past due balanceHe complained about service trouble and our advisor
agreed to give a one-time courtesy credit of $On 7/19/TDS Repair
had
provided a credit of $for service issuesNo further credit is
applicableOn 9/20/MrSquires contacted TDS about the service
interruptionAs payment had been made and the credit applied, it appears that
the suspension was an over-sight, and the suspension was cancelledWe
apologize for any inconvenience
Thank you

Follow up:
To reduce the monthly cost, the option is to change the plan to either “Express” ($5.00/month less than current plan) or to “Lite” ($15.00/month less than current plan)Again, I apologize that Mr*** is dissatisfiedHe may cancel DSL without penalty or change plan with no service order charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***I am not sure why TDS is sending a final bill. Haven't used the email account since I cancelled in August, which was the end of the billing period.TDS billed me every month since the Account was cancelled. Received another bill in December. TDS is relentless.*** ***

">Response to file# ***
Trouble was reported on
9/19/and the customer had called in several times for an update throughout
the dayOn 9/19/the TDS technician completed repairsOn 9/20/TDS Repair
completed an automated follow up trouble resolution callLater on 9/20/the
customer called Repair for assistanceTDS Repair did some testing and attempted
to call the customer back for further troubleshootingThey were not able to
reach the customer backIf the customer is still having difficulty, they may
call Repair at 888-225-
TDS advertises that DSL
speeds and availability varySpeed plans are “up to”Unfortunately, TDS is
not able to offer faster DSL speeds in the *** areaThe options are that
we can reduce their speed plan to DSL “Lite” (up to 1MB) or the customer may
cancel DSL without penaltyTDS partners with DISH Network and can offer their
dishNet satellite internet service as an alternativeOther alternatives could
include Exede, other satellite or wireless providers
We have previously advised
the customer of their options and we provided a $credit in April
due to the customer’s dissatisfaction with internet speedsI am sorry that we
cannot meet the customer’s expectation for service
Thank you

minor-bidi;'>Response to file# ***
We reviewed a copy of the
door-to-door sales form, which confirms that the customer is billed correctly
for the services requested/orderedThe form details the charges for the new
requested servicesIt does not include services to which the customer already
subscribed and were not changing: the Inside Wiring Maintenance Plan
($3.95/month)The customer may remove the Wiring Maintenance Plan at any time
The TDS Sales Order Form for
Mr*** shows the following:
TDS TV
$
High-Speed
Internet $
Gateway Fee
$
Phone $
Set-Top Box
Fee $
Internet
Plus Pack/a la carte services ($off x months)
Total
(before taxes and fees) $/ mo + tax/fees
Notes: Free
installation
Free HD for
life
$off x
months
No contract
/ No ETF
Free DVR
service
Free upgrade
to mg internet speed
Tax/fees
approx$20-/ mo
Option 2:
Expanded Package $less
The main difference of the
billed amount and the amount on the quote are the fees and taxes, which the
salesman estimated in the NotesPlus, the Sales Order Form does disclose that
the fees and taxes are not included in the quoted rates
Also, on
2/4/TDS sent a Welcome/Thank You letter which provides a summary of the
services and rates on the accountThere is also a disclosure in the letter “Prices
do not include federal, state, or local taxes and fees.” On 5/19/Mr***
contacted TDS about the billingOur senior advisor went over the charges,
fees, and taxesThe senior advisor offered a courtesy credit of $off per
month to last 12-months as the customer was not satisfied with the monthly bill
amount
Thank you

Response to file# ***
It is
industry practice that toll charges, which may include operator and directory
service charges, may be billed up to 120-days after charges are incurred
Accordingly it is TDS' standard practice to wait 60-days after the final bill
is issued to
make sure all toll charges have been received and billed before
any refund is issuedThe final bill was issued on 8/19/16, which reflected a
credit balance of $Approximately 60-days from that date, estimated on
10/18/16, the refund processing will beginIt then generally takes 1-weeks
for the check to be printed and mailedThe refund check will be mailed to the
address on record, which is currently the same address listed in this
complaintOn 8/18/when Ms*** contacted TDS about the final refund, we
explained the interval to expect the refundMs*** was concerned as she is
moving out of the area; we offered to update the account with her new address;
however, Ms*** declined at this time.
Thank you

Response to file #***
TDS provided the service as ordered by Ms*** beginning on 7/30/The customer had elected to self-install and did not order a Professional InstallationOn 8/8/*** *** contacted TDS Repair having trouble connecting to the internetMrUnderwood
stated they only had one wall jack in the houseThe TDS technician was dispatched to testHe found the service working at the Network Interface (phone box) on the outside of the homeThis is the end-point of the utility’s responsibility unless the customer subscribes to an Inside Wiring Maintenance PlanMs*** did not subscribe to this
On 8/25/Ms*** sent a repair request via the webTDS Repair attempted to reach Ms*** to troubleshoot her connection and left a messageMs*** did not return the call nor did Ms*** contact TDS Customer Sales & Service to place a disconnection orderTDS continued to send a monthly bill for the service provided and received no further contact from Ms***Service was disconnected for non-payment on 12/30/Subsequently, the final balance was referred to an outside collection agencyMs*** may contact the The Stark Collection Agency at *** regarding this balance
On 6/5/Ms*** contacted TDS disputing the balanceWe provided the explanation that covered the dates of service and the repair ticket resultsMs*** indicated that she did not receive a return box for the modem and we sent one to her
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] yes I have contract with themNot just once I have called them more then times asking the price that why I am complain each time they tell you different priceAlso back then they said MB should be both ways Now they changed it and of cause we don't have choice we have to pay more for better speeds but it is the really sham for them to treat old costom this way!!
Regards,
*** ***

Response to file# ***
On 11/8/there was an email
outage and Ms*** contacted TDS Repair to open a ticketThe outage was
resolved on 11/9/and the ticket was closedOur automated system completed a
follow up call to advise and reached voicemailThere was no
further trouble
report until this complaintIn response our senior Repair advisor contacted
Ms*** who indicated that they’ve had some trouble with email since August
A new trouble ticket was opened and we asked for details and examples of failed
emailsWe are continuing to investigateAdditional examples that are within
72-hours old would be appreciated
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This company has demonstrated incompetence and an unwillingness to provide even a minimal amount of customer service. I have an MBA and over years of business practice experience. This company needs new management
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received a message from TDS TelCom via the Wisconsin Revdex.com on 07-13-15 stating that TDS has disconnected service as of 04-30-and that they are trying to correct the billing error as of the 07-28-15 billing date.Currently, I am NOT satisfied with this outcome because I have yet to receive the funds TDS took from my accountI wish that the Revdex.com continue to monitor this situationI will apprise the Revdex.com if I receive any other communication from this company or if the matter is resolved.Thank you for your efforts on my behalf.Sincerely,*** ** ***
Regards,
*** ***

This is the worst, worst, worst customer service I have ever experienced Over month of phones calls regarding a credit on my account and not person has fulfilled the promise that they will call me back All they can do is send an email,they are a phone company who apparently cannot pick up a phone!