TDS

Review: Tds supplies my area with DSL internet. I am paying for a 5mb service which worked great for the first year. As time went on the service drop in speed until now, 2 years later, the service is near unusable. Currently my internet speeds are consistently around .3mb.

The service has been below 1mb for the last year. I filed an initial complaint with the company in March of 2015, after which there was no resolution. I called them around once a month for the last year to get an update on my service to see if it has been repaired but I always receive the same reply, "we are working on it".

December of 2015 was the last time I contacted them and they explained that the service in my area is over saturated. Basically, the circuit in my area can not handle the amount of customers on the line and that the circuits need to be upgraded. When I ask when they plan to fix it I was told there are no present plans to do so and I should look for a different provider if I am dissatisfied. Tds is the only provider in our area and as I am an IT professional I need my internet connection at home to perform my job duties from time to time. But as my connection is so slow I'm forced to drive to work, sometimes at midnight.

Not only am I paying $74 for a service I can't use but they are also costing me time and fuel costs for my job. They offered to reduce my bill until it is fixed and refund some of my monthly fees from the previous year however they would only refund me approximately $5 for every month my service was unsatisfactory and reduce my bill by $10 monthly going forward until my service is fixed. This is completely unacceptable.Desired Settlement: The technicians from Tds informed me that Im guaranteed 2mb of the 5mb I'm paying for which is reasonable. I would like them to perform maintenance on our circuit so that this statement is a reality.

Business

Response:

Response to file# [redacted].

Our Consumer Sales advisor made a mistake in offering our Turbo DSL plan (up to 15MB). Due to network capacity constraints, we had limited sales of DSL service to no more than 1.5MB DSL plans. It seems that the advisor missed seeing the decimal point. Our advisor contacted Mr. [redacted] on 2/3/16 to explain the error and got permission to make an exception to add back the prior DSL plan “Express” (up to 5MB) that Mr. [redacted] requested. I apologize for the confusion with plan options and that the service has not met Mr. [redacted]’s expectation. Unfortunately, we cannot offer faster speeds in Mr. [redacted]’s serving area at this time. TDS advertises that DSL speeds and availability vary. Speed plans are “up to”.

Thank you.

Consumer

Response:

Review: I have cancelled home telephone service on 12/1/15 & agreed to $20 charge for 90 days of recorded message giving NEW phone number. After 4 calls & 1 internet chat the NEW number on the message is STILL wrong. Plus it took apprx. 4 - 5 days for ANY message to be put on. EVERY time I inquire about this I am told it will be fixed by the end of the next business day. As of 12/15/15 the NEW number is STILL WRONG! I was told during 1 call that the $20 charge would be credited.Desired Settlement: I would like the problem corrected AND a refund of any/all charges.

Business

Response:

Response to file# [redacted].

I apologize for the inconvenience with the error made to the referral number. It was corrected on 12/17/15. According to account notes when Ms. Wise spoke with TDS Customer Service on 12/1/15, our senior advisor agreed to adjust the bill for $21.95. Ms. [redacted] contacted TDS on 12/21/15 about the account balance.

Thank you.

Consumer

Response:

[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.]

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,

Review: I pay for 15MB internet service. I barely receive over 1MB! I have brought this issue to the attention to TDS several times over the last few years and I am still being charged for 15. The last three days I have excessively slow speeds. I was told by a CS rep they have an overload in my area. If this is the case I expect a credit to my account reflecting the service I am getting as opposed to what I pay for. This has been ongoing, and TDS is charging customers for something they can not produce. I find this completely unethical. They should not sell a product they do not have. I have asked several times for a credit and receive noting, and yet my service is slower and slower.Desired Settlement: I expect my account to be credited retroactive at least a year, and going forward to ONLY Pay for what I receive.

Business

Response:

Response to file# [redacted]

TDS advertises that DSL speeds and availability vary. Speed plans are ‘up to’. There may be capacity issues during the peak hours of usage. TDS Engineering does have plans in the next year to expand DSL services in Ms. [redacted] area. The options at this time are that we could change the customer’s plan to DSL “Express” (up to 5MB) or “Lite” (1MB) or the customer may cancel the service without penalty. An alternative may be satellite providers such as dishNet or others. TDS has provided a courtesy credit of $60.00 due to the customer’s dissatisfaction.

Thank you.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I have been told in the past two years upgrades were being made to the area and there has not been any. Also, I understand the UP TO, HOWEVER, purchasing 15 and receiving 1 or less is not even close. My point is services should not be advertised when the company knows the speeds will not reach that point.

Regards,

Review: Cancelled service of phone, internet, TV ...bundle package with TDS. This was called on June 30th, 2014. From problems dated 06-27-2014 non phone, TV or internet service. Bill paid in full from 06-10-14 through 07-09-14. Now billed again on 09-10-2014 for the amount of $155.61. (Receivers back with conformation). Then also a bill for $119.13 from Dish for TV. All service was cancelled on 06-30-2014 from TDS with notice on 06-30-2014 to Dish as well. With a call to Dish customer service person stated that because of receivers returned there would be a credit of $97.20. But, these bills and calls to TDS and 3 way with Dish there is now a charge of $119.13 and 155.61 so this has been added within the past billing cycle. This needs to stop have not had service that I knew of since 6-30-2014. I am with ATT with internet, phone and TV.Desired Settlement: Want a refund because needed to send check to them to protect my credit or going to court as they stated to me, in last phone call.

Business

Response:

Response to file #[redacted].

Though the customer was using the service through 7/22/14 as shown by toll usage, we agreed to back-date the monthly service charges to 7/14/14. Then our senior advisor agreed to provide a courtesy credit which credited the TDS charges back to 6/30/14 since Ms. [redacted] was so very upset and was insistent that she had asked to disconnect all services on 6/30/14. Our records show that Ms. [redacted] contacted TDS to remove DSL service on 6/30/14. She contacted TDS on 7/8/14 to cancel that order. On 7/9/14 Ms. [redacted] contacted TDS to confirm that the order had been cancelled. On 7/22/14 AT&T ported the customer’s number and the TDS service was disconnected at that time. Ms. [redacted] contacted TDS on 7/28/14 to confirm service had been cancelled.

TDS provides bundle billing for DISH Network, we do not provide the service or set the rates or provide any adjustments. DISH Network handles final adjustments and final billing as a direct bill from them once the TDS bundle billing arrangement ceases due to disconnection of TDS services.

When Ms. [redacted] contacted TDS on 8/11/14 in regards to the final TDS bill, and we provided the courtesy credits, we also transferred her to DISH Network to discuss their charges. On 9/12/14 Ms. [redacted] called in again about the bill. TDS explained that the TDS charges were adjusted and the balance comprised of DISH Network charges. TDS conference called with Ms. [redacted] and DISH Network who confirmed that they closed her account on 8/1/14 and she received an adjustment from them.

On 9/26/14 our senior advisor with whom Ms. [redacted] had previously spoken, followed up with Ms. [redacted] to again explain the adjustments given for the TDS services and confirmed the amount that DISH Network was refunding. He also agreed to a refund for a remaining amount in dispute. It appears Ms. [redacted] understood the explanations and accepted the resolution.

Thank you.

Consumer

Response:

On Monday the 6th of Oct received a check for $100.47 from Dish and the 4th of Oct received 88.74 from TDS. Total 189.21. I am okay with this consider this matter closed.

Review: In early March 2015 I cancelled my phone land lines with TDS. TDS did not stop my service (without my knowledge) until late April. They then charged me for an extra month of phone and dish TV service. At the same time I was paying Dish directly. When I called TDS to talk to them about this issue, I was told if I did not pay they would send the matter to a collection agency and would ruin my credit rating. They use strong arm tactics to steal money from honest, hard working people.Desired Settlement: It would be nice if TDS would step up and at least admit they rip off people.

Business

Response:

Response to file# [redacted].

Review: Company has serviced us for 7+ years and in that time we have received consistently lousy service both from management, and technicians. They are rude, and fail to servuice us properly when needed or requsted. Eqipment is always breaking down and even though they are responsibloe for repair we have to fight with them to get it fixed because they dont want to take responsibilty when something goes wrong. Theyd rather blame blame us(and they do) even after fighting w them and someone does come they dont do it rigght so its always breaking. Revcently for 2 months straight equipment breaking weekly over the same issue and they refuse to do anything about it.Desired Settlement: I want TDS to properly service us when needed and not blame it on us. stuff wouldnt happen if they did it right the first time.

Business

Response:

Response to file #[redacted]

Review: I signed up for internet service through a Dish Network bundle package with TDS Telecom. The service never worked. I called several times to get assistance with my service, I got through once and a technician came out to my home and inspected the outside equipment. He stated that everything was fine on his end but the internet was still not working. I tried calling again several times and was on hold for 45minutes to an hour. The company states they have no records of my phone calls...you would have records if you answered the phone instead of leaving clients on hold for long periods of time. I contacted the company via chat to end my services since I could not get anyone on the phone. The chat agent would not discontinue my services or mail me a label to return the equipment. I was sent to collections because I refuse to pay for a service that never worked. The collections agent stated that she has several clients that complain about the same issue from this company. I was a loyal client of TDS for several years prior to this incident and I will never do business with them again. The agent that I spoke to was not able to give me a physical address for the company only a PO Box. I do not want a response that this company was not able to assist with the complaint because my name and account number are not in this complaint description. I am not going to provide information that is publicly posted. So satisfy my $300+ bill for a service that never worked and stop contacting me.Desired Settlement: Remove the hit from my credit and remove the charge from the account because the service never worked.

Business

Response:

Response to file #[redacted]

TDS provided the service as ordered by Ms. [redacted] beginning on 7/30/14. The customer had elected to self-install and did not order a Professional Installation. On 8/8/15 [redacted] contacted TDS Repair having trouble connecting to the internet. Mr. Underwood stated they only had one wall jack in the house. The TDS technician was dispatched to test. He found the service working at the Network Interface (phone box) on the outside of the home. This is the end-point of the utility’s responsibility unless the customer subscribes to an Inside Wiring Maintenance Plan. Ms. [redacted] did not subscribe to this.

On 8/25/15 Ms. [redacted] sent a repair request via the web. TDS Repair attempted to reach Ms. [redacted] to troubleshoot her connection and left a message. Ms. [redacted] did not return the call nor did Ms. [redacted] contact TDS Customer Sales & Service to place a disconnection order. TDS continued to send a monthly bill for the service provided and received no further contact from Ms. [redacted]. Service was disconnected for non-payment on 12/30/14. Subsequently, the final balance was referred to an outside collection agency. Ms. [redacted] may contact the The Stark Collection Agency at [redacted] regarding this balance.

On 6/5/15 Ms. [redacted] contacted TDS disputing the balance. We provided the explanation that covered the dates of service and the repair ticket results. Ms. [redacted] indicated that she did not receive a return box for the modem and we sent one to her.

Thank you.

Review: TDS has no local office where we are allowed to walk in and make a payment. They say we have to go to Georgia for that. As a disabled person on a fixed income I often have to stretch and juggle bills. Most times I am making my TDS payment on the last day before shut off and every time they charge me a $3.95 fee to make an automated payment. How can that be legal when there is no local place where I can just walk in and make a paymnt?I am tired of having to donate 3.95 to them when it means I have to go without food or medicine. I would switch carriers but TDS has a monopoly in our area and we are one of the last places in the USA where we do not have a choice for phone service. They know this so they scam their customers out of 3.95 because there is nothing we can do.Desired Settlement: I would like a refund of every 3.95 charge I have paid and I also want the charge to not be allowed anymore for any of their customers. It's fraud.

Business

Response:

Response to complaint file #[redacted].

Review: TDS Telecom does not provide the internet service that we pay for at this time. They say they can provide 5G speed and at this time we are only receiving about 1G to 2G sometimes lower than that. We have had a technician out to check in the home & they say it is not on our end it is a capacity issue. Now TDS says it could take months to solve this issue. So in the meantime what are we, as a customer supposed to do about online banking when we are unable to get online ? we feel we are paying for a service that TDS cannot provide ! HELP!!!!Desired Settlement: WE FEEL WE SHOULD BE REIMBURSED FOR ALL THE TIME LOST OF PAYING FOR THE SERVICE AND NOT GETTING ANY ! ALSO IF TDS CANNOT HANDLE THE SITUATION GET OUT SO SOMEONE WHO IS CAPABLE CAN DO THE JOB!WHY IS IT THAT COMPANIES CAN TAKE ADVANTAGE OF INNOCENT CUSTOMERS ? ALSO, WITH ONLINE BANKING, IF WE ARE UNABLE TO PAY DEBTS THEN TDS NEEDS TO BE RESPONSIBLE FOR THOSE LATE PAYMENT ISSUES !

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 speeds in Mr. [redacted] rural serving area. Due to Mr. [redacted] dissatisfaction TDS is providing a $90.00 credit. The options are that Mr. [redacted] could change to the DSL “Lite” (1MB) plan or cancel DSL without penalty. Alternatives may include satellite providers such as dishNet. We apologize that we are not better able to meet Mr. [redacted] expectation for service.

Thank you.

Consumer

Response:

Review: For the last several years I have filed many complaints about capacity issues. TDS has repeatedly told me they are aware of the issue and have no immediate plans to fix the problem. I pay for 1 to 4 Mbps but during peak times (after school and weekends) I hardly ever get more than .5 Mbps. TDS's solution if for me to pay for 5 to 10 Megabits. I may get up to 4 this way. I was given around 25 dollar one time refund for my problems. I have paid tons more for service I never received.Desired Settlement: I want TDS to fix the capacity issues. If they cant fix the problem, I expect them to provide the 5-10 megabites to me for the price of the 1-4 Mb so I can finally enjoy the 1-4 Mb I have paid for for all these years.

Business

Response:

Response to file# [redacted].

This company is absolutely horrible. They offer 15 MBPS DSL connections in many of the areas in Alabama along with around 31 other states in the US. They boast on their website that they are the 7th largest telecom company in the US. On the average day during the hours most people would like to use their service, their service is too unstable. I have performed speed tests that cap out at less than 0.03 MBPS. Some days you can't even pull up a website. Their customer service will NOT give an ETA on when they plan to resolve the capacity issues in all the areas, and their facebook is littered with people all over the country having the same issues. I am almost certain that this company has taken government money to put internet services in some of these areas, and they refuse to upgrade their infrastructure to allow their customers to have fair use of their internet services. Many of their service areas have ZERO options for a competitor and I strongly feel this is their main reason for not investing in resolving the issues.

Fortunately our phone service in our area is actually pretty stable, but there are posts on their facebook account that say they go days and weeks at a time with their phones not working at all.

Someone has got to be able to help us.Surely there are laws to prevent these kinds of actions against law abiding, paying customers?

Review: I pay for high speed internet and have made numerous complaints over the last 6 months about my high speed internet only being dial-up speeds. The service is very unstable and loses connection continously. I have called and have been walked through by a technician trying to determine if it was the wireless box or the modem and it checks out all the time as being fine. My phone service has static on it constantly and it's hard to hear the person on the line. I work remotely from home as a database administator and with service like this I can't even do my job. I have to drive over an hour to the main office to work on my servers. I pay for a service and I expect to recieve that service as it was offered to me. 6 months of deteriating service and continous calls to customer service I have had no attempt to fix my problems. I have been told there is nothing they can do about. This is not acceptable. I got off the phone with them last night after they once again had me reset the modem and ran the tests and as soon as I got off the phone my internet went down again. Please I need help and no one seems to know what is going on or how to help.Desired Settlement: I need to recieve the service I am paying for every month as promised by TDS.

Business

Response:

Response to file# [redacted].

Review: I pay for a 15Mbps download 1Mbps upload DSL internet service, the service droped around 4 months ago, and continues to get worse. Its happening to everyone in this area so its not a customer problem they claim a capacity issue but they have not made any attempt to fix it instead they even install internet for new customers offering them the same package. during the day at best I might see a 1Mbps download and usually all I see is around .40Mbps this does not classify under high-speed internet that is below dial-up speeds. I have contacted them many times and have no improvement.Desired Settlement: I would like for them to fix the capacity issue so we can atleast get 5Mbps down the speeds we have now are below dial-up

Business

Response:

Response to file# [redacted].

Review: I have Internet service with TDS as my provider. I recently (in the past month) cannot load websites, videos, or do anything else other my Internet. I called the provider to see if maybe it was my modem. They proceeded to tell me that they "over loaded the bandwidth and have no solution to fix the problem nor a time frame to try and love the problem". I had them explain to me a little more of the situation and found they sold their services to more consumers than what they can provide for. I told them that I want my service charges suspended until the problem is resolved because I only get spotty Internet at best. They said they do not suspend charging for this reason but I can cancel all services if I would like to. The problem being is they are the only Internet service provider in the area.Desired Settlement: Suspend billing until a solution has been put into place for me to receive the Internet speed and connection I am paying for

Business

Response:

Response to

file# [redacted].

TDS

advertises that DSL speeds and availability vary. Speed plans are “up to” and

not guaranteed. The number of subscribers in Mr. [redacted] area has not changed

significantly over the past few years; however, how people use the internet

has. Network demand has grown exponentially due to the popularity of video

streaming services. The issue is over-utilization of the network. In response

to the high network demand in Mr. [redacted] area, TDS limited DSL sales to our

lowest DSL speed tier plan “Lite” (up to 1MB). Unfortunately, TDS is not able

to offer faster speeds in Mr. [redacted] area. Mr. [redacted] changed to the

“Lite” plan on 3/2/16. 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. Mr. [redacted] may cancel DSL with

no penalty. As an apology for not meeting the customer’s expectation of

service, we are providing a one month DSL credit of $34.20. The only way to

stop/suspend the charges would be to cancel the service. There currently is no

solution other than the customer selecting another internet service provider to

better meet his needs. It gives no pleasure to suggest this, but it appears

that is the best solution for Mr. [redacted].

Thank you.

Review: SERVICE WAS PROMISED BUT NOT COMPLETED WE WAITED ALL DAY FOR THE SERVICE TECH TO ARRIVE BUT THEY NEVER SHOW UP OR DON'T SHOW ON TIME CAUSING ME TO LOOSE TIME AT WORK THIS HAS BEEN ONGOING FOR SEVERAL MONTHSDesired Settlement: I WOULD LIKE THE ENTIRE PAST BILL THAT IS DUE TO BE CREDITED FOR THE LOSE OF WAGES THAT I HAD TO TAKE WHEN WAITING FOR THE TECH TO ARRIVE WHEN THEY DID NOT SHOW ON TWO OCCASION AND I WOULD LIKE THE SERVICE THAT THEY PROMISED ME TO BE COMPLETED THE INSTALLATION AND THE WIRING TO BE COMPLETED

Business

Response:

Response to file #[redacted].

Review: TDS will not guarantee any Wifi speed. I pay for up to 100 mbps download speed and I only receive 15-25 mbps download. They have replaced the router more than once as well as had a Technician come out. I still only receive 15-25 mbps download speed. They tell me in order to get higher I just have to upgrade to the 300 mbps plan for $50 more a month. [redacted] USRUAD states the cancellation fee will not be waived due to they only have to provide up to 100 mbps. She admitted that means they could provide 5 mbps download speed and they would still be within requirements because it is up to 100 mbps. I have had Comcast installed on the up to 75 mbps download speed and I receive over 50 mbps download speed over Wifi. Thus it is not my home or my devices, it is strictly TDS and they will not do anything to try and resolve nor will they waive the cancellation fee.Desired Settlement: I want to $50 fee waived for early termination of 24 month agreement.

Business

Response:

Response to file# [redacted].

Wireless connection speeds

are not guaranteed. There are many variables that can reduce a wireless signal.

We do guarantee wired connection speeds for our fiber services. Our records

indicate this worked at 90% of the expectation. The TDS technician replaced the

modem on 12/1/15 in response to a trouble report. Unfortunately, it does not

appear that enough troubleshooting was done with the wifi connection speeds.

Perhaps there was something our local technician could have done to help

improve the situation. Mr. [redacted] cancelled service on 3/23/16. Earlier on

3/23/16 our senior advisor [redacted] offered to waive the early termination fee

and asked Mr. [redacted] to work with Repair again. Mr. [redacted] did contact Repair and

then called back to cancel. It appears the advisor who took the call did not

see [redacted]’s note about the waiver. [redacted] added a credit/waiver for the early

termination fee. I am sorry Mr. [redacted] was dissatisfied and that we were not able

to resolve the wifi issue. I shared Mr. [redacted]’s trouble history with our Field

Service manager who regretted that our local technician didn’t have the

opportunity to investigate further.

Thank you.

Review: Arranged to pay $45 extra per month on bill. Paid bill on 15th. Services cut off anyway. Rep did not explain should be paid on 14th. Service cut off.

Called TDS to make arrangements on bill. Was supposed to pay monthly bill plus extra $45 a month until bill caught up. Paid the bill plus extra $45 on my payday which was November 15th. Services got disconnected anyway. If called to ask why and the rep wanted me to pay an extra $127.00. She said she could not help me so it asked for a supervisor. Supervisor got on phone and it explained arrangements in made. She said the bill should have been paid on 14th. If also explained that it was in hospital because of a mild heat attack. She showed no concern at a and in fact was rude a the previous rep was. It told her that when it made arrangements in said it would pay in the 15th when it got paid and nothing was said that it should be paid on 14th. She was still trying to get more money and was unwilling to help at all. I felt that she did not care and just did not want to do it. My account number is [redacted].Desired Settlement: I want my services cut back on or my money back.

Business

Response:

Response to file# [redacted]

Review: TDS has sent me a bill stating that I did not pay my previous month's charges of $65.32. I did pay these charges. I paid them on 06/30/2013 with check number 2214, the check cleared my bank account on 07/11/2013. When I called to speak with the telephone operator she tried to say that I did not pay these charges. I told her she was wrong. They say I am still liable for these charges as of 08/12/2013.Desired Settlement: This company needs to correct my bill immediately. I have taken valuable time out of my day to rectify their billing mistake and I do not wish to waste anymore of my time.

Business

Response:

Response to file #[redacted].

Review: I cancelled my TDS services in May of this year when I moved out of state. I returned the router, confirmed cancelation and final billing were taken care of with customer service at that time. Unfortunately I continue to be billed by TDS, these charges are no substantiated. I called customer service since my account is blocked (error message) to confirm my account was cancelled, and the customer service associate confirmed that they would credit back the charge from June and assured me that I would not have any further issues. I received an email this morning stating that I was going to be charged again, please have someone confirm my credit card information has been removed and I will not be charged again.Desired Settlement: I would like an email confirming I will not continue to receive charges, TDS will reverse all overcharged transactions, automatic payments will be terminated and my credit information is no longer stored.

Business

Response:

Response to file# [redacted].

Review: I had the TDS Bundle installed in my home in January. I was told on the phone with the new fiber optic we would never have an issue with interruptions. I told the sales person what I was paying and they said they could beat the price and I would have much better service. When I received my first bill it was 30 higher than I was quoted. They never told me I was getting charged for HD channels. Which is 10 dollars more a month and they were over charging for internet. I've had nothing but problems with the service since then. Internet kicks me off all the time. TV is always pausing. When I call them and explain the problems all they tell me to do is unplug the boxes and plug them back in. Been on the phone 3-4 just this week. When I call them they say they are to transfer me to another person and when they transfer me I get a message saying the number you are trying to reach is no longer available. How can that happen when they are a telephone . I am now switching services because Im not going to unplug the boxes every night because they don't want to deal with the problem and they are charging me 300 to cancelation.Desired Settlement: I want the cancelation fee waived since they told me a bunch of lies and there service is not reliable Why should I pay for something that doesn't work

Business

Response:

Response to file# [redacted].