TDS

Review: I terminated phone and internet service with TDS in the middle of a billing cycle because I sold my home in Madison and moved. Since they bill in advance every month I was owed the balance for the remainder of the billing cycle. Instead of issuing me a check for the credit I was due, TDS merely sent me a statement indicating that I had a credit of $27.45.Desired Settlement: TDS must send me a check for $27.45 that I am due.

Business

Response:

It is industry standard that toll charges, which may include operator and directory service charges, have up to 120-days to bill for those services. It is TDS' standard practice to wait 60-days after the final bill is issued to make sure all toll charges are captured and billed before the refund is issued. In this instance, the final bill date was 3/16/14 and the refund would normally be processed in May. We will expedite the final refund process and the check will be processed in the next 7-10 business days.

Thank you.

Review: I called TDS on Tuesday November 5, 2013 about if I could get my internet a better speed cause of a new line that they put in on my road and they basically said no we did some testing over the phone and he said its not gonna get any better we even tested it out in the grey box outside and still was not any better. right before we got off the phone we asked him to just check the speeds to see if anything had changed he said no. about 2-4 minutes later I got on my computer and noticed it was slow so I checked the speeds and I had 64 kilo-bits/s witch is like 4-8 kilobytes/s and it was a lot higher than that before I called TDS. I called them back and it was a different person and he said that noting had changed and it was a physical issue well told them to send a tech out and it took a week for the tech to show up he stayed for about ~5 minutes and left and our internet was unchanged. We have been trying to get this fixed all month and they say they will send a tech out but he does not do anything that is helping us. I called again this time to talk to a manager and they put us on hold for about an hour then they hung up on us did not tell us that the manager is not available or anything just hung up while we were still on holdDesired Settlement: I would like to have my internet fixed back to the way it was on November 4, 2013 or better cause of the new line. and get a new box out by our road cause it has been struck by lightning and the tech say it "just fine" but I do not think it is.

Business

Response:

Response to file# [redacted]

Review: The company failed to refund false charges that I was just made aware of, they only would credit me for the last three months of the error. I was overcharged for services that were to be included in quoted service from January of this year.Desired Settlement: Would like a credit of $158.26 to my account and adjustment of my bill for Sept and Oct to remove false charges.

Business

Response:

Response to file #[redacted].

Review: Telephone has been out for 5 days, we have contacted TDS daily to let them know that there is a problem. The phone system for service is automated... it took 15 minutes to actually get a human yesterday and today I have been on "hold" for over 30 minutes,,, in fact I am on hold as I am writing this. I am doing this on behalf of my elderly Father. You can't resolve the problem because you cant speak to anyone... some man who identified himself as Richard, finally answered after about 7 minutes, told me to his causes great concern to me since my Father is elderly and I live approximately 27 miles away. When the telephone is out, I have no way to check on him. I am as frustrated by the lack telephone service but what is worse is the lack of concern and the ridiculous telephone wait time... which is now up to 38 minutes.Desired Settlement: I wish them to repair the line issues and restore my Fathers telephone service and adjust the bill for the lack of service for the 5 days he hs had no service... or the number of days the phone remains out.

Business

Response:

Response to file #[redacted].

Review: Paying for Turbo DSL service - from 8-15MB. I have tested the speed for our service 4 times a day for months. We have never had speeds exceed 6MG ( and that's in the middle of the night). False advertising. Also, they are aware that they are over-subscribed and don't have enough capacity in our area, but they continue to offer a service they can't deliver. Why am I paying for a service they never delivered? Because they are the only game in town and they know it. Reprehensible.Desired Settlement: Credit for the service that has NEVER being delivered. At some point the FCC will need to get involved or there will be a class action lawsuit.

Business

Response:

Response to file# [redacted].

Review: I signed up for a 5 year contract with 2 telephone numbers and internet. My internet was constantly going down and having to have repair come out and fix it. This happened at least 5-10 times over the course of my service. Every time we would have to sit on hold for over a half hour to talk to someone to arrange for repair. Then they would take up to 48 hours to come out and fix it. TDS did confirm that they understood that I received poor service and told me they waived some of the fees, but it even took me 24 to 48 hours to reach a person to tell them of my complaint after I switched. They determined I could have kept one of the phone lines and switched the other ones, and my internet. This seems unreasonable. I can't even get a live person on the line with decision repair ability, or authority to make decisions, how was I to know they expect me to pay fees when I had to switch because of their poor service. I switched and ported my numbers to Time Warner Cable. I had to have internet. I lost a tenant who was paying $600 per month in my office suite because of the internet issue. I'm out over $7200 over the next year in lost income, and TDS wants me to pay them fees....Desired Settlement: I want all fees for early termination to be waived. I am happy to pay for my service, which was terrible. I never received any type of refund or compensation for all of the time my internet was down, I just want my fees waived.

Business

Response:

Response to file# [redacted].

Review: Several years ago I signed up for DSL service when it first became available in my area. It was ok at first, but drastically went down hill quickly after. I'm paying more than the average for a 5mb connection, and have yet to see a speed test (speedtest.tds.net) come back higher than 3mb, and typically it is less than 2mb. I've seen ping times (pingtest.net) come back as high as 750ms, but consistently closer to 200ms. This is ridiculous. Speeds are acceptable (assuming that about 2mbps is "acceptable") until about noon, and then slowly tapers off until it's the equivalent of DIAL-UP speed from about 6:30pm until well after midnight. The last speed test I ran at 10:24pm came back at 0.61mbps, which is TEN TIMES SLOWER than what my connection shows in the modem. I am not stupid, and I understand how DSL works, and I do expect slow speeds at some times, but this is the same thing at the same times EVERY DAY! It took 5 minutes for my browser just to open this webpage! I have called tech support many times over the last several years, and every time I get the same answer: "It's a know issue in your area and we will contact you when it is resolved". If I am not the only one calling and complaining about the ABYSMAL speeds, and your staff clearly knows about the problem, then what's the hold up? I have yet to receive a letter, phone call, email, NOTHING saying "hey, it's fixed" or even a "we're working on it". I feel taken advantage of because there is no other option for 'high-speed" (if you can call it that) internet in the area. The service is way overpriced for what I am getting, and apparently NOBODY at TDS is willing to fix the problem! I have neighbors that consistently get 7-8mbps download speeds on DSL service from a different carrier that is not available here, and their monthly bill is significantly less. Not that far away Time Warner Cable offers 200mbps download speed for what I am paying you!Desired Settlement: I feel that a significant monthly credit be applied to my bill until the situation is resolved, and possibly a credit for previous overpayment, and/or a free upgrade to a higher speed. I would have no problem with the current price if I could get consistent speeds closer to the MAX of what I am paying for. Bottom line is FIX THE PROBLEM!!

Business

Response:

Response to file# [redacted]?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /

TDS advertises that DSL speeds and available vary. Speed plans are ‘up to’. Unfortunately TDS is not able to offer faster DSL in Mr. [redacted] serving area. The options at this time are that we can reduce the DSL plan to “Lite” (1MB) or we can offer dishNet satellite service. We partner with DISH Network. Other alternatives could include Exede, or other cellular or satellite providers.

I am sorry we cannot meet Mr. [redacted] expectation for service and it seems that the best option for faster internet service is likely a satellite provider.

Thank you.

Consumer

Response:

Review: I had TDS for almost 3 years while for my business phone lines and internet. I chose to leave Farmers Insurance and open an office with Allstate insurance. Farmers per my contract said they could take over my phone line with TDS. My contract with TDS stated if I left Farmers I could in fact cancel my services with no penalties. TDS did let me cancel with no penalties. Farmers went and signed the paperwork for them to take over my number. Almost 1 month later I was still on the bill. I called and emailed [redacted] on 4 separate occasions asking for a break down of my final bill and when I would get it. To this day I still have not received my final bill. I asked Mary to follow up with me on several occasions and have received no follow up.

I have a bigger issue as well! TDS told me on several occasions I could keep my phones after terminating service with them and even went as far as to charge me to "buy them out". They were well aware that I was not transferring service and even asked if I could transfer service to my new office address. They told me I could use the new phones. Today I had my install with my new phone provider and I was told TDS has a lock on the phones and that I needed an admin password. I called their companies 1-800 number and emailed [redacted] and [redacted]. I was told by the 1-800 that they could not give me the password on the phones I bought from them. I asked for the password from [redacted] and [redacted] and they never responded to my email.

Also after having my IT department look at the phones they determined that TDS also put firmware on the phone that only allows their phones to be used at TDS. I am very disappointed and feel like I was lied too. I would like a full refund on the phones and will gladly turn them back into TDS. If that is not possible I would like a partial return because of the deception. I specifically asked [redacted] if I could use these phones at my new location with different provider and she said yes. I think that is terrible!Desired Settlement: I would like a refund on the phones since I cannot use them. I would like a final bill if I owe them something. If I do NOT owe them anything I would like something in writing saying that. I feel like if you are a paying customer with them they will do their best to treat you well but companies still have obligations to their customers after they leave. Sending final billing correspondence and not lying about products they offer are two of those things in my eyes.

Business

Response:

Response to file #[redacted].

Review: I am owed $27.36 from TDS Telecom (and Dish Network) due to overbilling plus $3.11 in fees that have been charged by TDS since I have not paid this overcharge. This is really a Dish Network issue but it is a bundled service through TDS telecom with my phone and internet. Dish Network bills TDS Telecom and TDS Telecom bills me; therefore, I feel I need to file the complaint with TDS since they are the ones who bill me. I have spoken with TDS Customer Service and this issue appeared to have been resolved through a 3-way call with Dish. Dish agreed to refund this overcharge on my credit card several weeks ago; however, it has not posted to date. The details were discussed and agreed to during the phone call with TDS and Dish.The abbreviated version of the background is that Dish (through TDS) billed me for a 25th month of DISH service for $120.18 (they essentially bill one month in advance); however, I cancelled my Dish account on the final day of the 24th month of service. My next bill only included a refund of $92.82 leaving $27.36 that remained to be refunded since I cancelled my service on the last day of the 24th month and should have recieved a full refund of the 25th month charges. I attempted unsuccessfully to resolve this by e-mail through TDS. Then I called as discussed above to resolve the matter. I simply want the resolution to be followed through and am filing this complaint in hopes that the Revdex.com can help make that happen.Desired Settlement: Refund of $27.36 and $3.11 in fees.

Business

Response:

Response to file #[redacted].

Review: For the last year our internet service has went down hill and in the pits in our area. We pay for 5mb service, and 95% of the time, we get less than 1mb. After fighting with support and billing on these issues ive been having with them, they claim they are overpopulated so the bandwidth is not there. I was told that if I didn't like it, then downgrade to the 1mb service. I did last week. NOW, I get .2mb. I got cut off of more bandwidth. I then proceded to call support again and complain. this time I got a woman that couldn't even hardly speak English. I worked with it. after 20 minutes on the phone with her, she finally started up a support ticket. name, address, best contact number, time zone... ohoh.. I said "Arizona" she said, "no your not, there is no Arizona time zone" 3 time I repeated I was from the Arizona time zone. she then said " I cannot help you if you don't give me the proper information" she then asked for my timezone again. well, yep, I said Arizona. she got pissed at me, said she was no longer going to help me if I don't cooperate. well, I was pissed, I told her "Im in the Arizona tiimezone, get your head out of your [redacted] and help me" oh boy, she then just hung up on me.

Ok, enough of that. we pay for 5mb of bandwidth here from TDS, we barely get 1mb, and that's on the good days and times. oh, weekdays, midnight or so, while everyone else is asleep I guess. TDS refuses to compensate for our "lack" of internet bandwidth that we pay for and don't receive.

I now only pay for 1mb, and barely get the .2mb that I said earlier, yeah, I get better weeknights after midnight or so.

I have personally tolerated this for the last 2 years, and can not any longer tolerate it. they have us, we are in an area that no one else would touch, and satellite is way out of reach price wise. oh, we pay up to 100.00 a month for our 5mb plan. Mine was 52.00 a month plus change.Desired Settlement: I expect 4/5 ths of my money back for the last 2 years for the crappy bandwidth and lousy support I have tolerated. NO CREDITS, I want a refund. I think they (TDS) should have to pay for their lying advertisement of the 5mb service and we only get 1/5 of that, so why not give me back 4/5's of my bills?

I will tell everyone else in the area to start filing complaints with the Revdex.com, maybe then they will either fix their service's, or refund us money due back to us for lousy service.

Thank You.

Business

Response:

Response to file# [redacted]

TDS is absolutely worthless. Where I live, it is the sole isp that is available. Upon their arrival in my town, they bought up a few smaller independent isp's that had been started, and actually worked very well. That being said, a few years later, it is barely worth even having internet at all. Running tests on several mediums, I came up with an internet speed of -.01 mb/s (less than one megabyte per second) for both upload and download speeds with 10% packet loss. Dial up would be better. After trying everything from upgrading to a more expensive plan to replacing all of my hardware. Nothing helped. Their customer service was abismol, and the one time to that I did actually talk to a real person, she told me that the only reason this could be happening was if someone else was drawing all of my bandwidth. I love alone and have sense changed the password twice and nothing improved. This issue is common here. In the end, TDS charges for Google fiber speeds, and gives you cirqua 1999 dial up.

I have complained to TDS several times in regards to their Internet Service and their lack of remediation for services they offer but do not actually have. They advertise internet speeds of upto 25 mbps. This is ridiculous! My internet speeds have been a fraction of that at .65 mbps Upload, and 3.46 mbps download!

Do not believe their advertisements or what they will tell you over the phone.

Review: Three years ago, we signed up for "High Speed DSL Internet" through TDS Telecom, our local telephone and internet provider. At that time, we signed up and paid for 5 Mbps of internet speed. Over time, the speed decreased as they continued to advertise and sign up new subscribers. It has diminished to the point that today it averages about .1 Mbps and at times it is not fast enough to bring up the Google search page. Yesterday I called TDS Telecom to complain. I was told that they could no longer supply 5 Mbps in our area and had decreased that to 1 Mbps. I asked why we had been paying for 5 Mbps and was told that their new pricing for 1 Mbps was the same as the former 5 Mbps. I asked why they continue advertising "High Speed DSL" in our neighborhood and was told that 1 Mbps is considered high speed. Today, the internet is registering .05 Mbps and is not fast enough to download even the most simple websites like Google, etc. I called again. They apologize and say they can't do anything about it; that they are planning to upgrade servers in our area to support more subscribers but cannot tell me when that will happen. We live in a rural area with very few internet options. I feel TDS Telecom is ripping off rural customers knowing that we don't have options and continuing false advertising trying to sign up more paying customers while delivering extremely poor service. When we call to complain about poor service, they have given us bogus reasons like it's our wiring, it's the modem, its's the weather. A TDS repairman came here last week and checked our wiring and modem. He said they are both good and the problem is with the oversold TDS servDesired Settlement: I would prefer that TDS Telecom restore service to the contracted 5 Mbps speed within 30 days which should give enough time to upgrade TDS local servers to handle the increased subscriptions that they keep selling and within that 30 day time frame that they deliver at least 1 Mbps of speed to our house.

If they cannot do this, then payment of damages of $1,332.72 (36 months x $37.02 per month) for false advertising and breach of contract, which will give us an allowance to purchase equipment for high speed internet service from a satellite vendor. We then agree to discontinue TDS Telecom service to our house.

Business

Response:

Response to file #[redacted]

TDS advertises that DSL speeds and availability vary. Speed plans are ‘up to’. Unfortunately, TDS is not able to offer faster speed plans in the [redacted]’s serving area. The options at this time are that we could change the customer’s plan to DSL “Lite” (1MB) or the customer may cancel the service without penalty. An alternative may be satellite providers such as dishNet or others. I am sorry that we are not able to meet the customer’s expectation.

Thank you.

Consumer

Response:

Review: Our Business was trying to switch our Phone and Internet service from TDS Telecom to Comcast because our TDS contract was expiring 11/10/15. TDS refused to accept multiple port requests from Comcast for our business phone numbers based only on the format of our company name in their system (they had it as A I Satellite) and continued to reject the requests no matter how we submitted the company name on the paperwork. TDS Port Representatives repeatedly gave Comcast incorrect information to submit for the port requests and then rejected said requests claiming that Comcast was not submitting the paperwork properly. TDS Management refused to escalate my calls to their corporate office when I attempted to resolve the port issue over the phone and I had to call at least 10 times just to get to management. I spoke to both [redacted] (Sales Manager) and [redacted] (Billing Manager) not to mention countless customer service reps to no avail as our service still was not released by TDS. The process to switch our service was begun before our contract expired 11/10/15 but TDS managed to push our new install out to 12/18/15 resulting in 5 extra weeks of our business being forced to remain on TDS service. TDS Telecom continued to refuse to release our services until I threatened to report them for violating our company rights and to sue them for blatantly preventing us from switching carriers. On 12/18/15 when the Comcast Technician was trying to install our new service, TDS once again did not want to release our phone numbers despite the fact that the port request had finally been accepted by them just prior to the install. Furthermore, TDS billed us $594.49 for the time that we remained on their service after our contract expired and I am told there is yet another bill to come; the charges that we have already received ALONE are more than double our usual monthly bill. I have reported TDS Telecom to the FCC for their service violations and I am reporting TDS to the Revdex.com to further dispute the charges we have been billed for once our contract expired.Desired Settlement: I have reported TDS Telecom to the FCC for their service violations and I am reporting TDS to the Revdex.com to further dispute the charges we have been billed for once our contract expired. For the excessive complications, stress and frustrations that TDS Telecom caused for our business and for the fact that Management flat out refused to put me in touch with the corporate office to resolve our issues, I want all current and pending billing charges removed from our account so that our account balance is reduced to zero and closed with no further contact from TDS Telecom/ Metrocom.

Business

Response:

Response to file# [redacted]

There were no violations or errors with following the Number Portability rules. Comcast sent their first number porting order on 12/8/15 and the order was rejected due to an error with the name. If Comcast believed this rejection to be invalid they had immediate recourse to contact TDS about this. All of our order communications received from carriers get an auto-response which includes our Carrier Services phone number. Our contact and escalation contact information is also available on our website.

It is the industry standard practice to request a Customer Service Record (“CSR”) in advance of a porting request so as to obtain the correct account information (including Name, Address, Telephone Numbers) so as to build an accurate order request. Comcast requested a “CSR” on 12/8/15 following the rejection for the name error. TDS did provide the CSR on 12/8/15. Comcast waited 6-days to send another order. Unfortunately, Comcast still made an error with the name when they sent their second number porting order on 12/14/15. This time, Comcast then immediately resent the order on 12/14/15 with the correction. We provided order confirmation for their requested due date of 12/18/15.

On 12/18/15 Comcast ported the three numbers requested: [redacted]. This is confirmed in the national porting database. If Comcast did not activate those numbers for the customer on 12/18/15, then there was an issue with Comcast’s dispatch or other provisioning department.

At most, the delay with the invalid name was no more than 8-days. It could have been resolved more quickly than 8-days if Comcast had resent their correction more timely. The initial requested due date from Comcast was for 12/10/15. For the weeks prior to this that Ms. [redacted] indicates were a delay on behalf of TDS, we have no record of a porting request made prior to 12/8/15. All of our order communications are retained in an Oracle database. Following the conclusion of the contract term on 11/11/15, the rates were put on a month-to-month term rate. This change is reflected on the current bill. The billing charges appear to be accurate and if any question remains about the contract terms, number porting, or other, Ms. [redacted] may contact TDS at [redacted].

Thank you.

Consumer

Response:

Review: We have had TDS internet as our service provider for almost two years. We have been paying for a 15 gig package for that time. Within the last two-three months, we have been having connection issues. Our router has been replaced four times, we have called each time we have had an issue. The time I called in October, I was told there is a "capacity" issue where we live. We are paying for a 15 gig service, ($70/month) but TDS was not able to provide those speeds and supervisor Lon was unsure why we were even allowed to choose that package. Supervisor Lon stated we should only have been given the 5 gig package at max. He turned our service level down, we were reimbursed $80 as that is the max TDS was able to reimburse, and we have continued to have problems with our internet.

I work remotely from home, and require the internet to do my job. I am getting download speeds of 0.7 or less on a regular basis, have called to complain each time this happens, I am sent new routers each time it seems, and told this is a "capacity" issue and that upper management is aware of this issue, however, is unwilling to fix this issue.

So, today again, I try to log on to the internet, I am again unable to connect. I call, am again receiving a new router, and have been told this again is a "capacity" issue and they are unable to fix it.

We do not have any other internet service providers available where we live due to the trees around us. TDS was working fine for the last almost two years, and now, we are having a lot of issues.Desired Settlement: Because this is a significant "capacity" issue, why is TDS not upgrading the towers knowing this will fix the issue. Instead, they continue to sell service, and allow customers to not receive the services they are provided with.

We would like a fix to this problem as well as a refund of our services that we did not receive for the last two years, minus the $80.00 we received in a bill credit.

We are seeking an exact date of when this "capacity" issue will be fixed as this should be illegal to continue to sell services you cannot provide for.

Business

Response:

Response to file# [redacted].

TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. The first complaint about slow speeds was on 11/6/15 and TDS Repair determined that a capacity issue had developed and suggested a reduction of the speed plan to Express (up to 5MB). We then offered a courtesy credit of $80.00 due to the customer’s dissatisfaction.

The customer had been on a new customer 24-month promotional rate for the Turbo (up to 15MB) DSL from 2/6/14 to 2/6/16. Though multiple promotions are not usually given, the customer was allowed to extend the new customer promotional discount an additional 22-months (2/6/16 – 11/18/17) when they changed their service plan. This gives the customer an additional discount of $320.32 over those 22-months. The options are that the customer may take the remaining $40.00 to make a credit total of $120.00 now and their promotional discount ends 2/6/16 —or—they may retain the $80.00 credit given and the extended promotional discount through 11/18/17. As the latter option is a deeper discount value, we presume the customer would prefer this. If the customer wishes to cancel service at this time and take the first option, they may call TDS at [redacted] (888CALLTDS).

I apologize that the DSL service is not meeting the customer’s expectation.

Thank you.

Review: I got internet services from them about 2 months ago. I have called numerous times. they have came out about 3 times, I called 1and 1/2 week ago they have made 3 or 4 different appointments and have never showed up. I have had to take off work to meet them, only for them not to come. I only want mu internet fixed, I'm paying for itDesired Settlement: just want them to fix it

Business

Response:

Response to file# [redacted].

Over the past 4 years we have had consistent internet speed problems. We call TDS and they tell us everything is fine and will do nothing further to look in to the problem. I have called at least 50 times to try to resolve these problems and only got through to customer service 3 times. They do not care about their customers, they will do anything to side step the problems and get your money. They are the only ISP in my area so I am stuck with them until another ISP brings service. [redacted].

Review: TDS Telecom has promised a certain bandwidth and usage for DSL internet. I have been charged the full amount for years - but the company cannot provide that service and has admitted it to me twice and to others in this area. They state they have a "capacity" issue in this area - but they continue to charge me full price for a service I do not have. MANY people in this area are having this problem, yet TDS only admits they have it and promise to make it better - for months on end. They continue to charge ALL of us for a product they are not providing. I spent Friday night WAITING on my internet for 50 seconds to get 10 seconds of use - from 8 pm till midnight. And often we lose connection completely, requiring everything to be restarted to get connection again. I pay over $100 a month, and easily have horrible connection 1/2 or more of the time when it is needed (after work, weekends etc). They are charging me for service they are not providing.Desired Settlement: I want TDS to admit they have an issue and stop charging people in this area full price for a service they are not providing. I want my bills for the last year refunded - since they clearly failed on the agreement I signed. I agreed to pay them for a service they have NOT been able to provide, as well as many others in this area. They admit they have a problem, but do not refund my money. I was called today to pay a late bill - they are certainly capable of getting a collection agency to call me - but have not provided the very service I am paying for. And I am only one of many - TDS needs to admit they have a "capacity issue" that is not providing the service we are paying for. They need to look at every customer they have charged full price and not provided the service promised - more than JUST ME.

Business

Response:

Response to file #[redacted].

Review: I signed up with TDS back in October of 2012. At that time I was talked into signing a 2 year contract, which had an early cancellation fee. I had no problem with this because I planned on living there for at least 2 years. However, my mom had a brain aneurism on March 1st and I was forced to move earlier than expected so that I can take care of her. There was no compassion regarding this, and I was told at first that I had to pay the full 200.00 early cancellation, even though there is only 5 months left on the contract. They finally agreed to cut it in half, but I do not feel that I should have to pay this fee. I have paid my bills on time, and would have been more than happy to get TDS again in about 6 months when I buy a home, but I will never use TDS ever again because of the poor customer service and lack of compassion or understanding. I do not believe that anyone should be allowed to force someone to pay an early cancellation on a contract that has been carried out 3/4 of the way already. When I called a month ago to have the cable taken off of the package, I was told that if I did that I would get an early cancellation fee, so I asked what would happen if I waited then to do it all at the same time in May. I was told that they would work with me if I did this and that I would most likely not have to pay the fee at all, so I didn't have the dish net turned off (even though no one used it for 2 months). This was false information, apparently. I did get ahold of Dish, and they were more than happy to work with me and did not charge me an early cancellation fee on their end, but TDS did. I am very dissatisfied and believe that TDS needs to have some kind of consideration for people who have to move for valid reasons such as mine and aren't moving into an area they can get TDS services.Desired Settlement: I would like the fee refunded off of my bill for the early cancellation fee. I could possibly have seen them charging me 1/4 of the fee, since I had 1/4 of the contract left, but not 1/2. TDS definitely needs better customer service and compassion for their customers. What if I had died? Would they have charged my estate for this fee?

Business

Response:

Response to file# [redacted]

In October 2012 Ms. [redacted] agreed to a two year service term with TDS and therefore received promotional discounts. She received a promotional credit of $200.00 and there was a monthly discount for the telephone plan to last three years. The term agreement is confirmed via Third Party Verification (3PV, Inc). The recording is available upon request. There was no obligation to take the term and promotion. TDS does not offer nation-wide service and does not advertise it as such. DISH Network offers nationwide service and advertises it as such (line of sight to orbiting satellite notwithstanding). Ms. [redacted] agreed to retain service with TDS for two years and unfortunately she was not able to retain the service for that period. Due to the discounts given and incomplete term, an early termination fee applies. Ms. [redacted] received promotional discounts that total approximately $400 due to agreeing to the two year service term. On 5/2/14 our senior advisor agreed to reduce the early termination fee by half ($100.00). A supervisor reviewed the call from 3/25/14 and the advisor made it very clear that Ms. [redacted] would be responsible for an early termination fee should she retain the services until May and that when she called back when ready to cancel, that we would see what we could do to work with her. As a resolution to Ms. [redacted]’s concern, we would like to offer a credit of the remaining $100.00 early termination fee billed to the current account on her future TDS account. The offer is good for one-year.

Thank you.

Review: Selah Salon is a small business that relies on our phone system being that is the only way we can communicate with both new and existing customers. Without the phone we cannot run our business. We started phone service with TDS 2/29/12 and have been without phone service several times in the past 3 years. We understand that phones will go down because of outages. Our problem has been that when the phones go down we will be without phone service for a minimum of 2 days. The most recent outage happened 11/17/15 today is the 4th 0f December and our phones are still not working properly. We have had to call TDS back 5 different times in the past 17 days to let them know we still are having problems. The customer service has been unacceptable and these large lapse of being without phones working has cost us thousands of dollars that we cannot afford. We are requesting to get out of our contract so we can get a new phone service.Desired Settlement: We would like to be released of our contract with TDS so we can get another phone service.

Business

Response:

Response to file# [redacted].

The TDS Repair supervisor reviewed the trouble ticket history going back to 2012. While there was a November trouble that was referred to CenturyLink to repair the outside line, there does not appear to be a chronic line problem. There was one other trouble in May with the outside line. Should a chronic repeat trouble issue arise we have recourse with CenturyLink to resolve. On 11/19/15, 11/25/15, and 12/4/15 we assisted the customer with phone configurations so the set up meets the customer’s needs. The Repair supervisor approved a courtesy credit of $305.80 due to the customer’s frustration. The terms of the contract are in effect. We make no warranty as to the continuous operation of service and we have provided credit that far exceeds the contract terms for service interruption. Should the customer cancel service, an early contract termination fee may apply. Ms. Block may contact her TDS account manager for information about the contract terms. There has been no further trouble report since 12/4/15 where our senior Repair advisor offered her direct line should Ms. Block need further assistance with the phone configuration. I apologize that Ms. Block experienced frustration with the phone system.

Thank you.