TDS

Follow up:
 
I am sorry that TDS did not meet the expectation for service while Mr. [redacted] had it. I do hope he will try us again in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted] TDS did contact my wife, and they did give us a small credit. My wife explained the frustrations and the manager made an appointment for Friday morning 8/7/15. She explained we had 2 medical appointments on Tuesday and Thursday and to please come Friday. the manager assured her it was Friday. On Tuesday 8/4/15 TDS would not stop calling, we had just returned from the hospital and were so tired. The tech said he was told to come on Tuesday not Friday. We let him in and he was there almost 3 hours and promised this would be the last trip and he would fix everything. Our child just wanted to rest and it was such a long day but we thought it would finally be fixed. The tech left his last name began with Ju (I don't want to post the full last name because the tech said people try and track him down for help all the time and he is sick of it). Within two hours of him leaving all our services were out again, everything, no signal at all. I left a message with the manager in WI and have not heard back but we are just tired of the hours of people being in our home with no long term repair. I again have the outages recorded on my DVR as proof of when it began and that it was all channels. I just want the service fixed and my family left in peace. It is hard to have to wait on hold for 30-60 minutes and then have techs in your house for 2-3 hours and nothing is fixed!

Follow up:
 
Though it is not our preference to lose a customer, we understand that is in the customer’s best interest to find another internet provider. As previously explained, we suggested dishNet as an alternative provider, or other satellite or cellular carriers. As previously explained, we cannot offer Mr. [redacted] the faster DSL service that he seeks. I am truly sorry that Mr. [redacted] is dissatisfied.

[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 complaint# [redacted].
 
On 1/8/15 the TDS service was cancelled when service was ported to Charter. This included DSL and the free email account that it came with. For customers who wish to retain their tds.net email account, we do offer a standalone email account for $3.00/month....

There is no record that Ms. [redacted] contacted TDS prior to the port out/cancellation of service to request this. Email accounts can be reactivated upon request. We received this request from Ms. [redacted] on 1/9/15. Unfortunately due to an email platform conversion and a variety of problems resulting from that, there has been a delay in reactivating and recovering the past email account information. Our senior Repair advisor has attempted to follow up with Ms. [redacted] about the problem. Ms. [redacted] may return the call to Repair for further assistance. We apologize for the inconvenience with the email outage.  
 
Thank you.

Response to file #[redacted].
 
Unfortunately there was an error with a long distance code (Bell Atlantic instead of the TDS code), which resulted in some extraneous intra-lata toll charges on the [redacted] bill that thus far have totaled $13.51. There may be additional Bell Atlantic...

intra-lata toll charges on the February bill. This should be the last of it. The toll code correction has been completed on 1/28/15. Toll charges are billed in arrears. Our records show that we have provided credits for the toll billing error in total of $25.64, which exceeds the amount of the billing error. We apologize for the inconvenience and that the trouble was not resolved upon initial contact with TDS.
 
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.  Coincidentally, I received the check for $25.00 in the mail on Saturday. So sorry for inconvenience. Resolved.Regards,
[redacted]

Response to file# [redacted].
 
Our records indicated that there was an un-returned set top box, which resulted in a charge. As Ms. [redacted] was adamant that she returned all of the equipment, we agreed to a credit and removed the charge. Ms. [redacted] owes nothing further on the...

TDS account, which has been disconnected. The final bill showing the adjustment will be issued on 2/16/15. On 1/28/15 our Customer Service advisor contacted Ms. [redacted] about the resolution of her dispute.  
 
Thank you.

Follow up:
 
On 1/16/15 our senior Repair advisor followed up with Mr. [redacted] and confirmed that he was able to access his email as of 1/15/15. We apologize for the inconvenience of the email outage.

Response to file# [redacted].
 
The trouble was isolated to Mrs. [redacted] cordless phone handsets. Two of the handsets worked and two did not. The customer is responsible for their own telephone equipment. I apologize that our Repair team did not do a better job with troubleshooting...

the problem of the customer’s telephone equipment with the customer. The TDS technician was dispatched multiple times to test the line and found the service line in working order each time.
 Thank you.

Response to file# [redacted].
 
Our records show that Mr. [redacted] contacted TDS on 4/27/15 to cancel TDS voice and DSL service. This was the day following the dishNet installation (4/26/15). TDS provides bundled billing with DISH Network. The 5/22/15 bill from TDS shows disconnection of the TDS...

services and the installation of the dishNET service as of 4/26/15. As one of the TDS lines being disconnected was used for a business and had monthly advertising charges, there was a lump sum charge for the remaining directory advertising charges. We provided a final billing explanation to Mr. [redacted] when he contacted TDS on 6/1/15. On 6/18/15 TDS issued a final collection notice. On 6/22/15 Mr. [redacted] called TDS again about the final billing and questioned the DISH Network charges. Our senior advisor went over in detail the charges on the final bill. We checked with DISH Network to make sure that there had not been any duplicate billing with their direct billing and the bundle billing with TDS. We verified that DISH transferred a credit balance of $152.54 for the time period of 4/29/15-5/21/15 onto his directly billed DISH account. As of the June bill period the DISH Network account began direct billing and the bundle billing with TDS ceased. Our senior advisor followed up with Mr. [redacted] and he could not recall seeing the credit but promised to review his bills when he got home. Payment in full was made on 6/25/15. Should Mr. [redacted] need further assistance he may contact TDS at [redacted]
 
Thank you.

Revdex.com:  sooner or later  , that communication box will mal function . I rest my case !
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response, I have the following. It was actually me leaving senior advisor [redacted] in Minnesaota 4 voicemail messages with no call back. The number listed in their response is incorrect ([redacted]) and is not the number I left with [redacted] or the number that is on our TDS account. The [redacted] is almost my wifes number, which is actually [redacted], but in any event, I have been the predominat one trying to get this issue resolved and using my number, not hers. It will be seven weeks tomorrow when we first reported the problem. Doesn't seem to far off the realm of reality to open the account and contact the number that is assocaited with the account.As an update, the service has been working almost as it did prior to seven weeks ago. We have only had to reboot the modem five times this week (BTW, it is a TDS modem, not a third party modem as stated in the last repsonse) and only had a handful of recover webpage events. My wife has been able to use the VoIP this week, which had been previously totally out of service. We are on pins and needles that the service remains operational. Primarily due to the response of TDS and her inability to perform her job function on the TDS network, we have placed our house for sale. It is sad to think a customer has to choose a house outside of an internet service area due to this level of customer service and system performance. We've been a TDS customer for 15 months now when we bought the house. If there were any other options for VPN, we'd been all over it starting about 6 weeks ago. It's been hugely frustrating and my wife is weeks behind in her work due to the inability to use the previously acceptable service. Another BTW..there is still no credit on our account as indicated in a prevous response. During this whole episode, it is evident that TDS does not have any consistency with any departments and thier coordination of services, based on the end users vantage point, comes off as a bunch of BS, as no two stories are ever the same from customer service, the "advanced" team to on-site technicians. If TDS is recording conversations to improve customer service, please call me. I have some suggestion from real life experience with the various departments. 
Regards,
[redacted]

Response to file# [redacted]
 
TDS advertises that DSL speeds and availability may vary. Speed plans are “up to”. TDS Engineering has a project well underway to upgrade equipment and expand network capacity in the Quartzsite and Salome area. The overall project is nearing completion. Due to...

the network constraint over the past year, TDS has limited sales. Mr. Perry has our lowest speed tier plan. After the project is complete, TDS will be able to offer faster speed plans. It may yet take a few more months; we have completed all the construction and equipment upgrades in our local offices. We are waiting for the long haul carrier circuit to be installed (ie backhaul). We are doing our best to have the carrier expedite the circuit installation. In the meantime, the customer may cancel DSL without penalty. Alternatives could include satellite providers. As an apology for the issue, we have provided a credit of $39.20.
 
I understand the frustration with the service issues and apologize for the service experience. Our Repair supervisor reviewed the call recording and confirmed that Mr. [redacted] used somewhat abusive language.
 
Thank you.

Response to file# [redacted].
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' 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 issued. On 1/11/16 Ms. [redacted] cancelled service. In this instance the final
bill date was 2/10/16 and sixty days later would be 4/10/16.  However, we started the refund process on
3/5/16. The check is typically issued a few weeks later. I confirmed with our
Accounts Payable department that the refund check was issued on 3/31/16.
As a
subscriber of the TDS “E-Pay” billing and payment system, Ms. [redacted] had the
control to manage the payment scheduling. Ms. [redacted] could have cancelled the
automated payment schedule and changed to manual payments for the final payment
as adjustments for disconnection would occur with the next bill (2/10/16). On
1/6/16 TDS issued an email that the January bill was available for review. On
1/7/16 TDS issued an email reminder that the upcoming automatic payment was
scheduled for 1/26/16.
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]

Follow up:
There was not a full payment made. A partial payment was made. There is still a collections balance that will need to be paid in order to obtain any non-basic services such as internet or DISH Network. Telephone service is a requirement for our internet bundle. If the customer does not wish to have a phone package, then they may select our “Security Line” bundle with Broadband Prime. This is the most basic internet/telephone plan we offer. Ms. [redacted] may contact TDS at 1888-225-5837 (1888CALLTDS) and select the Financial Services Dept. Our senior advisor called the home number and the contact number on the complaint file (804) 240-2381 and since the voicemail indicated “[redacted]” and not “[redacted]”, she asked that [redacted] contact us. We cannot provide account information to anyone other than [redacted].

Mr. [redacted],I spoke with my manager and we can disconnect the Managed Ip service and install a different service but there would be early termination charges that would apply.  I have the estimated cost to disconnect the service attached.  The attachment only includes the cost of the...

service, you would have additional charges for the phones. I estimate that the cost for the phones would be around $1000.00 which would be added to the final bill.  Please let me know how you would like to proceed. Thanks [redacted]    [redacted] 
Account Manager TDS Telecommunications Corp. managedIP Hosted Phone 615-793-8670Fax: 615-213-0768

I am sorry that there was a misunderstanding. The notes in the trouble tickets are quite clear about the information provided about there NOT being a project and thus the suggestion of a satellite provider as an alternative. It is repeated in the log notes on the dates indicated by Repair supervisors that I am confident that their notes reflect what was in their conversation with Mr. S[redacted]. Again, there is no project as much as Mr. S[redacted] would like there to be one. As much as we would love to bring faster internet service to all of our rural customers, unfortunately there are some hard to serve areas with a high cost that cannot be economically justified. As previously explained, we provided notification about the network capacity situation to Mr. S[redacted] and those in his serving area earlier this year. During the peak hours of usage, we cannot guarantee that Mr. S[redacted] will be able to get the “5 like he was getting” years ago. During non-peak hours he may be able to achieve a faster speed. The number of subscribers over the years has not changed significantly in Mr. S[redacted]’s serving area. It is the ever growing demand for bandwidth with more and more connected devices in people’s homes. Unfortunately, we cannot meet the high demand and we have adjusted to limit the sale of DSL services in that affected serving area.

Response to
file #[redacted].
 
We apologize
that Mr. [redacted] had difficulty reaching our Repair department. Our senior
Repair advisor attempted to reach Mr. [redacted] to offer assistance with
testing his internet connection. Mr. [redacted] has not yet responded to their
messages....


 
TDS
advertises that DSL speeds and availability vary. Speed plans are 'up to'.
Unfortunately TDS cannot offer faster internet speeds in Mr. [redacted]'s area
at this time. Fortunately, Connect America Funding (“CAF”) will help upgrade
the broadband network in Mr. [redacted]'s area in the future. We do not yet have
a timeline for completion of the project. Customers may
sign up for email updates at tdstelecom.com/networkupgrades. The customer
may reduce his DSL plan or cancel DSL without penalty. TDS partners with DISH
Network and we can offer their dishNet satellite internet as an alternative.
Other alternatives could include Exede, other satellite or wireless providers.
 
Thank
you.