TDS

Review: Had internet service (and TV through DISH +TDS) from January 2013 - September 2014. I cancelled my service for October and moved out of state. In October I received a bill for service and had to call to state that I no longer had service and to not bill me. Was told problems was corrected. I have had to call every month since, including February, because TDS was removing money from my bank account every month even though I no longer received service. I was even told I was no longer in their system and yet continue to be billed.

In January I was billed for services and had money removed from my checking account. At this point I called my bank and put in a complete vendor stop payment request which will prevent any more automatic debit to my checking. However, at the beginning of February I received a debt collection notice for the amount that was taken from my account in January. Thus, not only did they take my money, they said that I never paid and sent to collections. I am now at the point where I am calling daily with no one willing to help. I fear that they are going to continue to "bill" me and send it to collections which can severely damage my credit score.

This is making me crazy. I think it has reached the point where it is verging on harassment since I have called so many times to alert them of their mistake. Please help me!Desired Settlement: For TDS Telecom to delete any and all information related to customer [redacted] including all banking and/or payment information. For TDS to alert Stark Collection (Collection Agency) that amounts owed by [redacted] were incorrect and to not report (or correct any report) to any credit agency that payment was not made. For TDS to apologize via letter for the hardship this has caused.

Business

Response:

Response to file# [redacted]

In December Ms. [redacted] reversed a payment that had been made, leaving an account balance. On 2/2/15 Ms. [redacted] made payment of that balance. Then Ms. [redacted] contacted TDS about her dispute and our senior advisor began an investigation. Upon review of the billing end dates, the senior advisor found that the DSL portion of the bill should have received an adjustment of $78.69 (for service charges billed 10/1/14-11/13/14). We are sending Ms. [redacted] a refund for $78.69 and our senior advisor spoke with her on 2/25/15 about the resolution. Ms. [redacted] was glad that this was going to be resolved.

We apologize for the inconvenience. Thank you.

TDS offers DSL service up to 5 mpbs, which I pay for but have never gotten above 2.64 mpbs. Most times we don't even get above 2.0. We are trapped by TDS because there are no other service providers in our area. TDS is aware of the problem and degraded lines, but are unwilling to fix it. "It is not worth the cost to fix it". In other words we know you are stuck with us, so we are not motivated to satisfy our customers. If you have a choice, do not use TDS.

Review: In August of last year, my boyfriends father passed away and we transferred the telephone service into my name. We applied through the provider for a life line discount at the same time. We finished the paperwork within a few days and were told lifeline had been approved. [redacted] showed up and no lifeline credit so we call and they tell us they have an acceptance from lifeline noted on our account and the credit would come through within a week. They have us pay a minimum amount and wait for the credit to be applied to the account. This happened every month for 6 months, every time they just told us the credits were there but the financial department would have to call us back. We never received a call back from the financial department in the first 5 months but we're forced to pay more then we should and promised the balance would be wiped when the credit came through. After calling multiple times in a week recently we finally find out that they have no idea what's going on and they just lied to us to get us off the line. We called the CPUC who provides the lifeline credit and found out TDS has messed up our paperwork and were still charging for [redacted] who was decideded and not crediting that money they were collecting to anything. They were charging CPUC for [redacted] up until January 28th 2015.

The CPUC said TDS didn't cancel the old account with them so the application was messed up and they had been lying to us for 6 months. TDS admits no wrong doing and now demands that we pay the account balance and they were wrong to tell us the credit was going to be applied to our account and there was nothing they were willing to do to fix the situation. We just received a shut off notice for 3 days from today because we have contacted the CPUC.

On further investigation we find out that the credits they were collecting for [redacted] before August of last year were also not being applied to his account at that time and they were charging him full price then as well.Desired Settlement: I've talked with several representatives about this issue and they have all said they would not adjust our bill even though they made a mistake. They tried to blame the CPUC for the mistakes they have been making with us, and with [redacted] before the account was transferred into our name. Every time I call and ask them if they have fixed the account they say someone will have to call back and no one ever does for the issues we call. But we get calls with threats of disconnect pretty regularly now and they refuse to discuss the mistakes on the account.

Fix the current bill, and refund the money stolen from the CPUC for [redacted]'s bill that you never applied to his bills.

Business

Response:

Response to file# [redacted]

Ms. [redacted] opened a new account with the prior telephone number for Mr. [redacted] whom she informed us had passed away. Mr. [redacted] account was closed on 8/14/14 and a final bill was issued. TDS did not provide the Lifeline discount to Mr. [redacted] past 8/14/14. We were not aware of the problem at the time, but we have since learned that there had been a system feed issue where the transaction notification did not make it to Xerox (formerly Solix). Xerox is the State of California’s Lifeline administrator. Our billing system sends a transaction feed to their system to communicate changes of Lifeline customers and also notifies them of an application request. We believe that because the old account for Mr. [redacted] and new account for Ms. [redacted] were processed around the same time, the transaction information was disrupted and resulted no change notification on Xerox’s end. As far as we could tell on our end, the accounts were closed and opened appropriately and we put the code on Ms. [redacted]’s account to get her started with the application process. We were not aware that Xerox had not processed an application request and as far as we were aware, we had no approval of eligibility for Ms. [redacted]. Until we have approval of Lifeline eligibility, we cannot provide the benefit.

Also, there are no notes on the account that we were made aware of any problem with Lifeline until 1/27/15, which was subsequent to a disconnection notice issued on 1/22/15. We have record of only one payment made to the account.

To resolve the system issue with Xerox, we sent a new notification to Xerox to confirm the cancellation of Mr. [redacted]’s account and then sent another notification to initiate the application process for Ms. [redacted]. Xerox’s records indicate that they mailed the application on 2/2/15. As of 2/10/15, we have been notified by Xerox that Ms. [redacted]’s Lifeline eligibility has been approved. We are providing a credit that will reimburse Ms. [redacted] going back to 8/15/15 when she first requested the Lifeline application. It is not Ms. [redacted]’s fault that there was a system issue between TDS and Xerox.

We have offered a Deferred Payment Agreement to Ms. [redacted] to avoid disconnection. Ms. [redacted] must maintain the terms of the Payment Agreement to keep services active. Molly Post, our Customer Service manager, has discussed the account with Ms. [redacted]. Molly will follow up to estimate the amount of credit Ms. [redacted] will see with her upcoming bill.

I apologize for any miscommunication and inconvenience.

Thank you.

I have never dealt with a company with such poor customer service. I have been owed a refund of $174 since September 24, 1914 when my service was disconnected and I moved from Morganton, GA. It is impossible to contact anyone without holding a minimum of 45 minutes and often longer and then the response is that it takes 60 to 90 days for a refund. It has been in excess of that and still no refund and no appropriate response. Terrible company!

Honestly the worst business I have ever dealt with. You call customer support they let you know it's a line issue. Tech comes out and let's you know it's not going to get any better, I pay 80 for up to 15mbps in mornings I get 5mbps at night anywhere from .5 to 2mbps. Its almost like satellite, if it rains better not plan to use the internet.

Review: We are currently signed up for 5 Megs of service with TDS for internet. For several years now, their internet speed is averaging between .4-1.2 Mbps download and .2-.6 Mbps upload speed.

TDS is aware of this failure to provice the 5 or 15 megs of service people have signed for years ago. They know their eqmt. is overcapacity and yet they feel it is still appropriate in Monticello WI and surrounding communites to expect people to pay for their 5 or 15 meg plan when in fact all customers are getting at most on average 1.0 Mbps of service and in reality in my own personal experience has been an average of .60 of a meg of service is all download speed. This inferior and way too low of internet speed is unable to run netflix or for that matter even watching a youtube video of say 2 minutes long without buffering for like 10 or more minutes long. Basically, besides just basic email and around 50% of all the websites I use, TDS internet is worthless to me unable to do anything but the basics and even then, is horrible speed. Just 2 days ago I could not even load any webpage but lucky enough to run at www.speedtest.net pinging out of Madison WI a download speed of literally ONLY .06 Mbps and .02 Mbps upload speed. This speed of lower than 1.0 Mbps speed, on average .60, is totally unacceptable to 1,000's of TDS customers in Monticello WI and surrounding communities when in fact TDS is still charging their customers for 5.0 and 15.0 Mbps which is an outright lie and deception.

On top of this, I have called TDS several times the past year and 6 months ago in June of 2014 they promised me over the phone that they have gotten confirmation internally from mgmt. and higher ups that TDS will be in Monticello WI and installing fiber optics to help speed up their already super slow internet speed. This information is documented in my account with TDS as well and they read it to me when I called in last in November of 2014 as saying it will be happening by the first of January 2015. Well, here Jan. 1st 2015 is now here, and internet speed still is super slow and just keeps getting worse and worse. Basically, TDS customer service reps are lying to their longtime customers and stringing them along just to keep them as a customer and enough is enough!Desired Settlement: Replace TDS outdated and near worthless eqmt. in Monticello WI for internet with high speed fiber optic cables like TDS promised me over the phone by Jan. 1, 2015.

Either that, or give me free internet for life or reduced internet rates of 10.00 bucks per month since that is all it is worth, at most. TDS lies to their customers as well over the phone stating they will upgrade their eqmt. to high speed internet yet they have not by Jan. 1, 2015 as promised to me.

TDS is taking advantage of 1,000's of TDS internet customers in Monticello WI and nearby communities overcharging for 5 megs and 15 megs of service when in fact is only at most 1.0 megs of service for several years now.

Business

Response:

Response to file# [redacted]

TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. TDS has an engineering project in place to resolve a network problem that has caused capacity constraints for broadband customers in the Monticello area. The project should be completed in the next few months barring no further unforeseen delay. We apologize for the problem with slow internet speeds. TDS has provided a discount of $10.00/month since June 2013 due to the issue. The discount will conclude in November 2015. TDS does have future plans to deploy fiber optic service in the Monticello area. Mr. Koch may cancel DSL without penalty or change to the DSL “Lite” (1MB) plan.

Thank you.

Consumer

Response:

Review: We purchased property where there were existing TDS cables. Our chief complaint is that TDS is asking us to pay for the poles to either be changed to taller poles or three new poles sat at a different location which will take them completely away from our yard and house seat, we had an in-depth title search done on the property and there were no easements made. They claim to have grandfathered rights to easement, but even though they supposedly have those rights, they are now wanting us to sign an easement that they had drawn up, when we pay to have the work done. I am a little agitated that if they already have rights and we have to pay then why do I need to sign an official easement. The other issue is, as we mentioned to TDS, that the poor engineering that went into the existing poles, they are very small and very low to the ground, a 650 dozer barley cleared the lines on one end and even lower on up the hill, and now that our house seat is near finished, but at a stand still due to these lines, the lines are just over a foot off the ground. My main issue that I brought up to them is that if the engineering was done professionally, these lines would not have been that low and had a very low swag in them, and that is why they have to be replaced, and we do not feel that we should be responsible for this expense. My husband is an engineer manager for GE and there is no way a job to this poor nature would ever be approved and then to have a land owner have to pay the priceDesired Settlement: For the poles to be raised higher and in a more timely manner, we started dozer work in April and this is just in the last month or so being addressed and our house was supposed to start the end of July and here it is September and they have started . the process but they are also wanting $7800 up front before they touch the poles. I would like them to pay the cost as opposed to us paying

Consumer

Response:

I filed a complaint just yesterday,ID#[redacted], with TDS, today one of

their engineers called and actually drove up from Knoxville to take a

look at the lines himself, and it seems that he is going try to be a

little more realistic and more cost efficient and was very much seeming

to also genuinely taking our financial interests and our customer

satisfaction in mind. So maybe this will fix the issue, if you all

could hold off until this guy gets back with us so we can see what he

has to offer. Thank you for the quick response, I will update this as

soon as he calls us back with a proposal.

Business

Response:

Response to file# [redacted].

Review: I'm paying for 10mgs of internet service, at best I'm getting 3mgs 99% of the time. My computer had no problems with other companies but this one so the old adage of your computer is too old is trash talk, just a cover. If I complain they jack it up for a little while and then right back to slow slow slow! Mornings when people start to log on it slows considerably and then works at a slow but workable speed during the day until everyone gets home and logs on again. I have waited for ten minutes for a page to download after four or five pm. If I am not going to get the service I am paying for then I want to be charged for the service I am getting. They told me years ago when I first got on TDS that the area had problems over and over. YEARS! This is just a bad business practice and incompetence, when I tell people I'm on TDS they just laugh and say, "I'm sorry, I'd never get TDS, their service is really bad here!"Desired Settlement: I would like the service I am paying for, 10mgs, not the 3mgs and less I am getting 99% of the time. I agreed to a lifetime agreement but the life time of this service is doomed at the level it is delivered now! I am willing to give them one more chance.

Business

Response:

Response to file #[redacted]

Review: We have been a customer of tdstelecom for over 10 years. This past year our internet has been extremely slow although we pay for high speed internet. Throughout the past month we have had outages most days of the week. We have been in contact with tds many times and they have been out to "repair" our service at least 3 or 4 times. We still have frequent outages. Over this past month in trying to resolve the problem, we learned that the 'box ' in our neighborhood is over capacity and that it has been FOR OVER 2 YEARS. TDS has been aware of this yet they have not upgraded the equipment for our neighborhood. It looks like TDS is trying to get everyone in our neighborhood to pay for faster service (since the current service is so slow due to the over loaded card) before they upgrade the box. How is this not fraud? They are squeezing as much money as they can out of their customers and not providing the service we pay for.Desired Settlement: I would like to be refunded for paying for a service I have not been receiving. I would like my service to be restored and I would like to get what I pay for.

Business

Response:

Response to file# [redacted].

TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. TDS Engineering has a project in place to upgrade network capacity in Ms. [redacted] area. The project is nearing conclusion. In the meantime, the customer may reduce their DSL plan or cancel DSL. We are providing a discount of $8.00 off per month for a period of one year (concludes 7/4/16) due to the customer’s dissatisfaction with the speeds they receive. Also, our records show that the customer recently reported trouble with the DSL modem lights flashing and the TDS technician replaced the modem on 8/13/15 to resolve the trouble.

Thank you.

Review: I have moved my Business and require a phone move to new location. Placed the order on June 23, 2014 and as of July 11, 2014, I still do not have a dial tone for the phone. TDS has been out and says that ATT need to service the line but as of yet still no line.Desired Settlement: to have my phone service, DSL and fax operating

Business

Response:

Response to file# [redacted].

Review: For a long time now we have been forced to use TDS as an internet provider due to them being the only ISP in our area. They advertise and sell high speed DSL up to 5mbps for our home which is what we signed up for. However due to their so called "capacity issues" we are lucky to get 1 mbps. For the many times off and on that we have had their service this issue has supposedly been in the works of being fixed. Nothing has changed. TDS even states that their customer service reps shouldn't be selling a product that is overwhelmed already but they still continue to put new customers on overloaded lines already while charging them outrageous prices for sub par services. $70 a month for service that will not work properly 10% of the time is ridiculous . They have countless complaints of the same poor practices from consumers all over the US on their social media page. Please help the customers putting up with this unfair practice. Even people in rural areas of the US deserve the same high quality service as larger areas of the country or at least lower cost for services that are not up to the national standard. All customers are asking for is what they are paying for!Desired Settlement: Fix the problem that TDS has stated they are aware of instead of leading their customers on. The "capacity issue" story can only carry them so far!

Business

Response:

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

TDS advertises that DSL speeds and availability may vary. Speed plans are “up to”. We have previously explained to Ms. [redacted] that TDS is not able to offer faster speeds in her area. We have offered to reduce Ms. [redacted] DSL plan to the DSL “Lite” (1MB) plan and advised that she may cancel DSL without penalty. Alternatives could include satellite providers such as dishNet, Exede, or others.

Ms. [redacted] DSL plan is on a promotional rate of $29.95/month (rate good 2/5/15-2/5/17). No further discount is applicable.

Thank you.

Consumer

Response:

Review: I paid $355.12 to have my services turned back on. They should have been turned back on by the end of the business day and they are telling me that after paying the WHOLE amount I will not have any services to my home until 10/25/13. I asked for the fee to be waved tehy said no I asked for something sooner they said no. I have never experienced this before in my life.Desired Settlement: I want my services on TODAY or my first bill is to be free!!!!!!!!

Business

Response:

Response to file #[redacted].

Review: I currently pay for turbo DSL, but am receiving speeds as high as 3MBPS on the rare occasion. My normal is less than 1MBPS download .69MBPS uploads with ping being around 100 or more ms. Look I understand that the speeds will vary, but the service is not capable of even hitting 3MBPS for any period of time. I have tried to use the normal repair process and everytime I report the problem they Cancel my tickets without contact. Here are the ticket numbers from the last week, 1 technician did visit my home, and pulled up in the modem where it states there is 15MBPS, but even on the computer plugged into that modem at that very second had speeds lower than 2MBPS! I will place the ticket numbers that keep getting closed in this message, someone please help me!! Tickets closed without contact or help whatsoever Newest ticket #[redacted] heard nothing and its closed again, previous tickets closed #[redacted], #[redacted]. I did get a technician who replaced the modem because he said that it did not have the latest software, and this is the technician who told me that I have 15MBPS coming into the modem, I can screen shot that to you, it states the same exact thing when I have .25MBPS downloads. I just want what I am paying for that is all, this is not worth having to fight and file a Revdex.com report to get someone at your company that will help me. I have my fingers crossed! There are other tickets I was not keeping track of because I did not think it was necessary.Desired Settlement: Just have a engineer come out and fix this. If I am stuck with this slow of service I will decide what to do at that point. I really think this company could do much better in the technical support arena.

Business

Response:

Response to file# [redacted].

I scheduled an appointment for an internet upgrade. I received a conformation for the appointment several days later and scheduled a day off. Two hours into the appointment window, I called to verify that the technician was on the way. I was told that there would be no technician arriving as the service was not available at my address. I was never contacted and wasted a vacation day. "Sorry" ... That was the response. This is after a press release that the service was available in my area ... They neglected to state that it was 'limited' availability. I wasted a vacation day for a verified appointment, Truly amateur night.

A landline would be faster than what I'm getting with DSL provided by TDS. The staff has been great, no complaints there. The technicians were great too. BUT... and this is where I have an issue with TDS... there is a KNOWN ISSUE with bandwidth in my area. TDS knows about it, yet continues to sell and oversell the DSL service. Which means the speed will continue to denigrate unless fiber optic is installed. Are there plans for this? According to the technicians who were here yesterday, there is talk, but no plans that anyone knows about, not even the staff. My current upload speed is .74 download and .28 upload speed. Minimally acceptable by TDS standards is 1.0 to 1.5 download and .40 upload speeds. I'm not getting anything even close.
The positive reviews I've seen about TDS service seems to be where fiber optic is available. All we need is fiber optic to the switch box, not to each consumer's home. I know we are rural and do not command as much attention as a more urban setting, but this is not right... so I am complaining about the DSL service in my area. However, I am so disgusted with the DSL, I am considering closing my account for DSL and phone, and going to mobile phone and satellite.
The only thing that will satisfy my complaint is for the service to be provided that was promised when I signed up for the DSL service with TDS. I don't want to go back to satellite. These are my only two options. TDS, pay attention!!! I am about to cancel my entire account with you!!! Phone, internet and anything inbetween.

Let me start out by saying that TDS was a great company years ago. They really had fantastic support and you could see them investing in the services and quality. Their phone service still never has problems or if it does, it’s quickly repaired. Their internet service is almost always up and where it has stability problems they fix it quickly. They have other features that I myself and other customers truly do appreciate. The glaring problem with TDS is their internet capacity in mostly small markets, and it’s a huge problem.
TDS unfortunately stopped investing in internet services in the smaller markets, where it was the only offering – because it knows you have no choice for service. You are forced to take its internet service or take nothing. They failed to keep their promise of quality service to its customers for internet. This is because they oversubscribed all over their network (meaning they sold more bandwidth then they had available, and by a lot) and claimed they could not afford to upgrade their service capacity to fix issues. I have been waiting 3 year (yes 3) for them to "fix" my internet service so I could again obtain the speeds I had once, 3 years prior. I have been a high speed customer since 2004 and when they expanded, I always bought the highest available plan (15 megabits in 2010). I also never paid late and even bought more services as they offered them.
I have called and complained to customer service and tech support many-many times, written the CEO, sent messages on Facebook (that were direct to their FB mail and not on their public page), I have offered more money to fix the problem, none of it made a difference. No one gave me information or even a vague timeline or idea for resolution.
I have paid more than the service is worth without a credit because if I took the credit they stated they would permanently drop my internet speed. By my count, at a generous 27 bucks a month for what they give me in service I pay an extra 23 more for nothing. Multiply that by 36 months of terrible service and TDS has obtained over 800 dollars of my money (just for internet, not counting all the other money I spend with them) for nothing. Frankly, as a customer, I would pay twice as much for quality, fast internet – it’s not about the money for me, it’s about the service.
Many of the customer service people I talked to were very nice, pleasant as could be, understanding, but could never give a date when it would be fixed and always had their hands tied. The issue has its own case number for my area and there are dozens of areas throughout the US where TDS operates that have the exact same story and open cases. It’s all over the internet if someone wants to look. Check the comments on DSL reports sometime. It’s frustrating beyond belief to be paying 50 dollars a month for internet alone that is 1.5 megabits or less at most times and should be 15 megabits. Neighbors down the road just a few miles who have choice also have 30+ megabits connections with the competition.
I would love to see TDS acknowledge and proactively credit the customers it oversubscribed if it’s not going to fix it any time soon but I would rather they immediately get off their preverbal backsides and fix the problems on their network. At least give customers a sign that you care by giving them a plan and an ETA. Having run many projects I know things take time and timelines slip but it’s a sign of incompetence to not be able to give any date for 3 years. It’s unfair of TDS, plain and simply unfair. If you bought a car for example, and when you first got it, it went 60 miles per hour but slowly lost its ability to get to top speed even though the car was maintained properly, and eventually could go no faster than 5 mph you would never stand for it – yet somehow that’s acceptable for internet service? I think not. I also think TDS should learn how to capacity plan.

Review: The problem I am having is the fact that I have been a customer of TDS for about 5 years now and have constantly been taken advantage of by them. When I first started my internet service with them I was suppose to have a 15MB/s speed connection, which of that I only got ust under 15mb/s but hey it was still great service. Well after 2 years of that service I had moved and started to have speed issues. I did call to complain, and complain a lot, before I got a deal to where I could stay on the 15mb/s service bracket but was only getting 2-5mb/s service cause they said they have capacity issues in my area. And for that trouble they took money off my bill each month for 6 months and told me to call back in 6 months and hopefully they would have the issue fixed. Well long story short, they did not fix it yet and here we are 2 years later and still inferior service from them. Well now I have recently moved with my fiancé and we bought a house in town of Albany, WI. . Now that we are here and had them move my internet service from old place to new house and now they capped me at 1mb/s service, and charging me $49.99 a month for that service. I have called and complained but the senior advisor named [redacted]. said yep they been lying to us about fixing the system and gave me no solution to my problem of the slow speed and told me that they can not remove the cap its their policy. So basically they been ripping people off in my area and I am tired of it and want the old service back from them I had before, even if its 5mb/s I don't care, anything but the 1mb/s I get now which is like 600-800 kb/s basically. Also I would like to say that TDS was given money by the FHA to have the internet service for Albany and they still are not giving people the service they deserve.Desired Settlement: I would just like them to contact me and remove the 1MB cap they have on my dsl internet and at least let me get a 5MB cap or something. I'm not asking for a whole lot, I just want to be treated like the good customer I have been of theirs for years, after all I have paid them a lot of money over the years for their service.

Business

Response:

Response to file# [redacted].

Review: we were signed up with Dish network -thru a bundling with TDS-we were then contacted about TDS cable-so we signed up for it thinking it was part of the bundle-we were wrong now they are trying to charge us for both bills-they need the [redacted] sued out of them-I don't mind paying what I owe but this is ridiculousDesired Settlement: I don't mind paying both but one at a time-that cant be considered a good business practice and I wonder if a class action lawsuit does not already exist about this

Business

Response:

Response to file #[redacted]

Our senior advisor contacted Mr. [redacted] and conferenced with DISH Network who indicated that there was 10-months of their contract remaining. The customer agreed to cancel DISH Network, which would result an early terination fee. Our senior advisor agreed to provide a credit to the TDS account of $202.78 for the DISH early termination fee. The DISH termination fee will be billed directly by DISH Network and not via the TDS bundle account. They will handle the equipment return and final billing.

Thank you.

Review: Exceptionally poor service quality, consistently, for over a year. Internet speeds well below paid subscription speeds nearly all times of the day.Desired Settlement: Service quality restored to normal by improving equipment more promptly, rather than allowing a known issue continue to last as long as it has.Partial refund of paid service since problem began, or if service quality restored, credits applied to accounts of customers affected by this issue.

Business

Response:

Complaint response for [redacted] file# [redacted].

TDS advertises that DSL speeds and availability vary. Speed plans are "up to". TDS Engineering has a project well underway to upgrade equipment to improve Internet service in Mr. [redacted] serving area. The project is expected to be completed in approximately a month.

TDS had been providing Mr. [redacted] discounts due to his dissatisfaction with the DSL speeds. The total credit given over a year was $295.74. Unfortunately Mr. Powell cancelled service with TDS on 2/20/15. We hope that Mr. Powell will give us another try after the project completion. Should Mr. [redacted] come back to TDS, we would like to offer no-risk; he may cancel without penalty if he is still not satisfied with the service (note about this offer in prior account # [redacted]).

Thank you.

Consumer

Response:

Our small business decided to go to TDS for a hosted phone system. The TDS salesman was very persuasive in telling us about all the abilities of their system to handle incoming calls and forward calls to cell phones or satellite offices; what he didn't mention was all the monthly fees involved. In November we transferred to their system. They forgot to order the analog lines for our 2 fax machines and suggested that we use an ATA device. They also didn't set up a number of our phones. After a month of problems with the faxes they finally changed our fax lines to analog lines (at an additional fee, EVERYTHING IS AN ADDITIONAL FEE). It has been three months and they still haven't gotten the missing phones hooked up, yet they continue to bill for them every month. They continue to bill the faxes as ATA, analog AND also to hunt for the numbers because they didn't transfer the fax lines properly. That's right, 3 billings for each line! They will not respond to us, we send emails and make phone calls that always go straight voicemails. The only response we receive from the company is the bill and so far every bill shows more phone numbers that don't exist yet have fees. Our "Account Manager" is unavailable and won't return a call no matter how many messages we leave. What terrible customer service; at this point the only thing we can do is quit paying their bills and move to another company for service.