TDS

Review: TDS Telecom that is the only internet service in our area refuses to help me in my internet speed issue... paying for 15 meg and cnt get on the net more than half the time day or night. This issue has progressed for the last 6 months or so. They say a capacity issue and with No timeline for fixing the problem, I have put in MANY tikets about the issue. They refuse to do anything about the billing after they say they'll refund the internet part of the bill.The whole town is held at bay with this company and TDS seems to NOT care about there customers who have been at there mercy for years.The tell me they know about the issue with the internet but to date havent done anything... and it seems to get worse lately!!!Please help we as a town just want what we pay for..!!!!Desired Settlement: I would like TDS to make good on fixing the problem they admitt too and refund me the part of the bill dealing with the internet which now is about $53.00 per month...

Business

Response:

Response to file# [redacted]

TDS advertises that DSL speed and availability vary. The speed plans are “up to”. TDS Engineering does have a project to expand backhaul capacity. The project has a tentative completion date in the next two or three months. Unfortunately engineering project can take a long interval to complete.

The options are that Mr. [redacted] may reduce his DSL plan or he may cancel the DSL service without penalty. TDS Sales very recently offered to reduce the DSL plan; however Mr. [redacted] declined. An alternative may be a satellite provider such as dishNet or others.

We apologize for Mr. [redacted]’s dissatisfaction with the DSL service and we have provided Mr. [redacted] with a $40.00 courtesy credit.

Thank you.

Consumer

Response:

Review: We purchase Internet access through our phone carrier: TDS Telecom in Centre, AL. We purchased their plan for up to 3 megabits speed. Over the last year we have consistently received very slow speeds, rarely over 1.5 megabit. We reported the problem approximately 6 months ago and were told that the issue was being looked into and if we continued to experience problems we should call back. We waited to see if there was improvement and there was not. We called again today to discuss the issue and were routed to a call center.

We spoke to a representative and then were routed to a supervisor. The outcome was that they know they have over sold their available bandwidth but it would be too expensive on their end to fix it. So they will do nothing at this time. We asked for a refund of the additional $200 we pay each year for the increased bandwidth and they refused. We asked that the problem be resolved so that we would receive the bandwidth we had been promised and they did not see our speed increasing any time in the near future because they have no plans to increase the bandwidth they have available. However, they do plan to continue to add more customers, which means we will see an additional decrease in the speed we receive.

To me this seems fraudulent. They are continuing to sell bandwidth they know they cannot provide. They took our money under false pretenses. They promised us a higher bandwidth knowing fully that they could not provide it. They tell customers who complain to go somewhere else. We live in a rural area where there is no other option for Internet service, except for satellite, which we have used in the past and it is not a comparable service.Desired Settlement: I would like to receive a refund for the additional fees we have paid for a service we did not receive and which TDS could not possibly provide. But I would accept TDS fixing the problem and adding more bandwidth, so that the issue does not continue. If they cannot fix the problem then they should not be allowed to sign up new customers.

Business

Response:

Response to file #[redacted].

Review: Been trying to getvl internet service thru tds since Feb 2015. They claim the last person that lived where I live now has a back bill from them, and will not let nr have service until it is paid. They are stating the other person is my family member (which is not true). They've turner on the internet 3 separate times now & shut it back off in the last two weeks. I've tried to make arrangements with tds to pay the bill so we can have our service & they won't except my payments. I've ordered to make a pymt arrangement to pay it myself as long as they'll turn my net on & they won't tell me how much nerds to be paid. They claimed they've added me to an escalation list, which doesn't even exist. I've faxed and emailed several forms of ID to them, along with rent receipts showing that I am the new tenants. I've done everything I can yo resolve the issue and so far it has been for nothing. They tell me to email or fax something & soon as they get that info they'll turn it back on and they never keep up with their end of the bargain.Desired Settlement: I'd like to have my internet restored, and have the $29 internet package they sold to me and then to not cut my services off anymore.

Business

Response:

Response to file# [redacted].

There is some conflicting information that has caused us some concern. In February, our notes indicate that Ms. [redacted] contacted TDS to set up service and explained that [redacted] was her uncle. She sent us a copy of her ID at that time and we declined to offer her service due to past debt. Ms. [redacted] may pay the uncle’s collection balance ($409); I apologize if it was communicated that she could not. The uncle’s account has been referred to a collection agency: the HE Stark Collection Agency 1-877-274-7764. The uncle’s account was disconnected for non-payment in April. The landlord’s note that Ms. [redacted] sent to TDS indicates that Ms. [redacted] was in residence at least as of February. Additionally, Ms. [redacted]’s ID that she sent to TDS in February and issued in October 2014 has the 163 Clydes Hollow Rd address (the uncle’s address and the address which Ms. [redacted] requests service). The ID Ms. [redacted] sent more recently has a different address and was issued in 2013. This appears to be an old ID and not her current one. At this time we will not offer any non-basic services such as internet. We can offer basic local telephone only until this past account issue has been resolved.

Furthermore, I notice that Ms. [redacted] has two past accounts with TDS that went to collections (606-374-4480 and 606-374-5474). These accounts are old debts that were a part of a ‘debt sale’ and thus would not affect the current request for service due to age.

Thank you.

Review: I have a past due bill that I wanted to pay today - I went to log into my account through TDS so I could pay the bill. I was directed to an 800 number because they have indicated that they were having troubles logging me into my account. I called the number to be told that I had a past due balance of approximately 191.00 (which when I checked three days ago - and could log into my account online actually said 204) and the customer rep told me today that on top of the 191 I have a 69 dollar amount that they have now sent to collections ...which I have never been notified of - and they did so on September 24, 2015. She refused to reset my account so I could log in online and pay my bill and told me that due to me not having internet at this time due to not paying my bill it didn't matter anyway and that the only option was for me to pay her over the phone. I don't believe that is even fair. I've never been locked out of an account that I'm trying to pay and then been told that I can only pay it over the phone and that I have to pay extra (more so than the last bill I actually saw from them). On top of this issue, I've emailed them approximately 3 months ago because the router they had sent me would not work - none of my phones would connect to it. They didn't respond. I called - and would be put on hold for 30 minutes at a time to be disconnected ..this went on for days. I contacted a rep out of the town I live in (Northfield Vermont) who told me my only option to get anything fixed at that time was to keep calling the 1800 number/waiting on hold and hten being disconnected on before even getting a representative. I ended up having to go out and buy a new router and set it up - so not only was I out the money for the router, 75 dollars in overages for my cellular data plan going over due to the TDS router/dsl not working and them not actually answering when you call/ I am now also apparently out of a 69.00 for a bill they have sent to collections I didn't even know about it.Desired Settlement: I want my account enabled so I can log in - and pay my bill. I want to see where the supposed 69.00 collections bill they sent is from - considering I've never even been notified of that. And I'd like to be credited for the router I purchased along with credited for the time that my actual dsl would not work and I could not reach them.

Business

Response:

Response to file# [redacted].

On 9/3/15 TDS issued a disconnection/collection notice. Payment was due by 9/17/15 to keep service active. As Ms. [redacted] should be aware based on account history, we offer a Deferred Payment Agreement (“DPA”) option for customers to keep services active; Ms. [redacted] did not contact TDS for this nor was payment received by the Pay-By date. On 9/21/15 service was suspended for non-payment. On 10/1/15 service was permanently disconnected for non-payment. Once the account is disconnected, the associated account in EPAY is also disconnected. Our records show that Ms. [redacted]’ service with TDS had been suspended for non-payment on past occasions (11/18/14, 1/14/15, 6/18/15). Our records indicate Ms. [redacted] has used the Rush Payment option in the past. The Rush Payment charge does not apply to the TDS account. It is a charge applied to the customer’s banking/credit account from the financial institution handling the Rush Payment.

Payment was made on 10/5/15 and a new order placed for service. Though the terms of the promotion indicate that delinquent accounts lose discounts, our senior advisor agreed to allow Ms. [redacted] to resume the promotional rate she received on her prior account for the remainder of the promotional service term.

We do accept email sent to us via the TDS Telecom website and these communications are maintained in a database. I could not find Ms. [redacted]’ email. Customers may also put in trouble tickets from the TDS Telecom website or use the Chat feature, if they are unable to call or wait on hold to speak to a representative.

Thank you.

Review: Our internet has not been working properly for quite awhile. My understanding is the reason it was not working properly is because TDS has a capacity issue on their server in our area. I have been paying to have a certain speed that I haven't been getting & I asked for a credit to my bill & TDS denied me.

As far as I am concerned, TDS is advertising a certain price for a certain speed internet that they can't provide. Isn't this false advertising?Desired Settlement: I am asking for 6 months credit at $40 a month for a total of $240 credit on my phone bill. TDS told me they started having issues with their server back in March of this year & they do not know when they will be able to resolve this issue.

Business

Response:

Response to file# [redacted].

TDS advertises that DSL speeds and availability vary. Speed plans are “up to”. TDS Engineering completed a network capacity project on 9/18/15. We have added a courtesy credit of $41.15 to the customer’s account due to their dissatisfaction with the speeds received. Also, a discount of $5.00/month to last two-years has been added to the account. The customer will see these adjustments on the October invoice. If the customer has any questions or trouble with their connection or connection speed, they may contact TDS Repair at [redacted] (888CALLTDS) or send webmail or chat at www.tdstelecom.com

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, [redacted]

Review: I fell behind on my TDS bill. I called to work out a payment arrangement to get caught up and to ensure that my services would not be disconnected. The representative transferred me to the financial team and I spoke with a nice man named [redacted]. [redacted] walked me through how to schedule a payment online. We set up my next payment and a payment arrangement to get caught up. I paid $150. This left almost $300 which I agreed to pay $200 a month to catch up as my monthly bill was only $120. A week later my tds tv is not working. I call technical support because I assume it isn't disconnected due to the bill. The technical support rep said I needed to talk to a billing specialist and that department was closed. I went online and used the contact us form. Then went out of town for work as I work. When I returned today my services were disconnected. No responses to the contact us form inquiry I sent weeks later. I called and spoke to the financial resolution team. [redacted] said she did not see my payment arrangement. My account was sent to collections for $78. I asked why the $150 didn't go towards the most past due and she said the payments made through the website don't recognize that. I asked to speak to a supervisor. Terry was so unhelpful and unempathetic. They said [redacted] did not exist. My payment arrangement did not exist. I had to pay the amount in collections plus an additional $100+ go be reconnected. I told them per my conversation with [redacted] I budgeted for $200 per month in addition to the $150 I just paid. They wouldn't help me. I got the corporate info and spoke with [redacted]. She transferred me to the wrong number. Then I got a nice guy at tds corporate but on the client side. He warm transferred me to someone he thought could help. This was an Internet services rep. He couldn't help. He put me back through to financial. Again no help and told me they had no record that I just spoke to the guy in Internet services. Surprise! Just like no record of [redacted]. Crappy customer service all around. No one wanted to help meDesired Settlement: I'd like my services restored. I'd like the amount in collections to be added to my current bill as it was not my fault the website payment didn't apply my payment towards the oldest balance. I'd like to continue with the $200 monthly payment arrangement I already set up previously. I don't want to pay reconnect fees. And id like an adjustment to be made to the bill for the days I haven't had services.

Business

Response:

Response to file # [redacted].

On 7/20/15 TDS issued a disconnection notice for the TV and DSL service. Payment was needed by 8/3/15 to retain these services. On 8/4/15 the two services were suspended for non-payment. The regulated telephone service was not included in this. In the evening of 8/4/15 Ms. [redacted] contacted TDS Repair who referred her to TDS Financial Services. We have no notes indicating that Ms. [redacted] contacted TDS Financial Services subsequent to this, not until 8/24/15. We do not have an [redacted] in our Financial Services department. It is our policy to add an account note for all customer contacts. Of course that could have been overlooked by the advisor. It would be extremely unusual to have a Deferred Payment Agreement arranged without it being entered into our billing account system. If a Payment Agreement had been arranged with Financial Services, we would have restored services at that very time. Services were not restored and Ms. [redacted] did not contact TDS again about this until after the two services had been permanently disconnected for non-payment and the collection referral had been made. On 8/24/15 Ms. [redacted] contacted TDS and we advised her that the past due balance including the collection referral amount would need to be paid to restore the internet and TV service. As a past due balance had been consistently carried over the life of the account and we also found a prior history of account debt, we would not make an exception to restore service without further payment. We found a past TDS account [redacted] (control date 01/09/2009) where Ms. [redacted] left a sizeable debt. Ms. [redacted] should contact The Affiliated Group/Affiliated Credit Services at [redacted] in regards to that particular account.

On 8/25/15 our senior advisor followed up with Ms. [redacted] in regards to her complaint and advised her of the amount needed to be paid to be able to re-order the internet and TV service. Ms. [redacted] indicated she could not pay until Friday 8/28/15.

I apologize for any miscommunication or misunderstanding that Ms. [redacted] believed that a Payment Agreement had been established.

Thank you.

Consumer

Response:

Review: After waiting more than a year for high speed internet, we were finally scheduled for installation. On February 11, 2014 I contacted TDS to schedule installation of fiber optic internet. This is what the customer service representative told me was available in my area. Fiber optic. Due to high volume of installations, I was told that they couldn't come until March 5, 2014. I agreed and scheduled time to be home for the installer. I was told they would be at my house between 8am and noon. A little before 9am the morning of March 5 an installer who identified himself as [redacted] called to cancel. He first said fiber optic was not available, I called him on that and said my next door neighbor just had internet installed a few days ago. Then he changed his story and said the only thing available here was copper. I told him I would take that until I could get fiber optic. He then lied again and said TDS was supposed to mail me a modem and if I didn't have that he couldn't come. I immediately called TDS customer service and spoke with [redacted], who spoke with his supervisor and claimed the supervisor spoke with [redacted] The CSR said TDS does NOT mail out modems, the installers have those with them. When asked why [redacted] couldn't come out and install the copper while we still had a standing appointment, I was told he had things to do at the office. They said the next available installation time was March 24, another nearly three weeks after I had already waited three weeks.Desired Settlement: I would like my internet installed. I should not have to go to the back of the line because the technician lied or didn't feel like coming or whatever his reason for not showing up. I am not an unreasonable person, but I expect some effort to be made to correct this problem. I should be squeezed in tomorrow, when TDS is scheduled to install at my other next door neighbors. Or even this weekend. I should be respected and not lied to. They offered me a credit of an unknown amount, but that is not satisfactory when I still have to wait three more weeks and now, seeing what has already happened, do not trust this won't happen again. I expect a business to make things right for their mistakes and not punish it's customers and especially not lie to them.

Consumer

Response:

On Thu, Mar 6 at 1:33 PM , [redacted]> wrote:

Review: On Feb. 4, 2014, we notified TDS Metrocom that we wanted to cancel three of our business phone lines. This resulted in a huge delay in getting credits for the those three phone lines---which we have yet to actually see the credits from TDS!! Then on March 11,2014, we swtiched services to another carrier to combine phone and internet for better speed, rates and service.

After many months of trying to get credits for the cancelled three lines, the cancelled service, etc. we wrote an email to Joy Murphy with TDS (after digging through old files to find her business card) since we got absolutely no where with phone calls to customer service. The email was sent on June 24th explaining our frustrations with services, credits, etc. Then after more run around as she referred the matter to [redacted] and we again played some phone tag run around with [redacted] and [redacted]. On July 21st, [redacted] emailed a a copy of a portion of the original contract to address the issue with an early termination charge of $200 for a 60 month agreement. When we looked at the contract it did not even indicate anything on the early termination charge but it did clearly indicate on the 1st page that we should have been billed $111.50 recurring charges per month. Instead we were billed approximately $215 to $241 every month and when we questioned this overcharging, we were sent an email with a spreadsheet listing several fees which they are claiming were added to every phone line to amount to over $100 in taxes, fees, etc. every month....plus when we look at the summary page on any of the invoices-- it lists the $215 to $241 charges and then adds $25 to $30 in more fees/taxes, etc. Then they apologize for not sending over all of the contract form and then send some more pages which happen to include terminology on the early termination fee. So instead of a 60 month plan giving the customer savings/discounts, their program slams customers with 90% or more in over charges on top of the contracted $111.50 monthly rate that was quoted. At the price we were charged monthly for 44 months when compared with the rate quoted as part of the 60 month contract there is a large difference of $103 to $130 per month which adds up to a considerable sum of money over the 44 months. This looks like a serious case of price gouging. Where is the savings for being part of contract for 60 months. We were quite sure that we were not on an agreement because the rates every month were quite high...especially after we checked with other carriers and found savings everywhere we checked. It would be understandable for $20 to $25 in fees, taxes, etc. on a monthly billing but over $100 every month in fees and taxes is just simply an excessive and outrageous scam. [redacted] even mentioned in an email that back in 2013 there was apparently a time to exit agreements due to a $3.00 price increase which was put into effect by TDS and the exit would have allowed for waiving the early termination charges. Again we have questions how and when this was communicated in a clear and concise manner to all customers effected by this price increase....but we have not heard back on that yet....it could take another 3 or 4 months to get a response on that. Their contract methods leave us wondering how they can make up fees for $100 each month on a $111.50 monthly quoted rate....how they can hide options to exit agreements...how they can still after 5 months fail to apply credits for the 3 phone lines that were cancelled back in Feb., etc.Desired Settlement: If we cannot reach a resolve with refund of the serious over charging for 44 months of at least $80 to $100 month in extra fees/taxes etc., we may have to address the matter through other legal methods. We do not want the hassle of attorneys, court and even class action proceedings, but this appears to be a larger amount of funds and very little resolve coming forth from TDS as this has been dragging on for quite some time now and we want it resolved promptly.

Business

Response:

Response to file #[redacted]

Review: We have been customers of TDS since 1995. Had few problems until we signed a 5 year contract for Mangaed IP and T-1 Pipe for internet. Since then--nothing but problems with complicated and difficult phone system and sloooow internet. Before installation at the end of August/beginning of September in 2008, they called and said that their representative had left and they hadn't realized that we needed service--they almost missed the installation in our new location.

We had trouble with the complex instructions on the Managed IP, we called our "new" rep and found out that she too was gone. Got somebody else and he tried to explain the system, but it was a real pain to deal with. The download speed of 1.5 Mbps was not fast enough for the downloads we got from WHQ. Each and every year WHQ sent us a new tax program. TDS told us that it was OUR systems that made everything so slow. WE have probably had a half dozen or so Sales Reps in the 5 years we have had these services. Plus they closed the office here in Waunakee and there was no one who gave a rip once that happened.

The 5 years were up September 1st and we have changed to a new ISP and phone company at half the cost and with 50 Mbps download and no contract. Pretty much a no brainer that we don't want to get their best download of 3 Mbps with another 5 year contract.

We have been trying to get our phone numbers ported over to the new company for more than a month and they still won't release the numbers. They increased the monthly amount by about $100 and we have been billed for two months for both internet/phone companies. The other company has been out here twice to port the numbers and it seems that TDS won't release them.Desired Settlement: We would like them to release the numbers to the new phone company. We would also like them to realize that they have poor service and exorbitant prices and that technology changes too fast for ANYONE to want a static 5 year contract. We would also like them to remove last months bill because THEY refused to port the numbers to the new company.

Business

Response:

Response to file# [redacted]

Review: Our complaint is that TDS told us one thing, holding back information and now we find ourselves a victim of deceptive advertising. If it isn't bait and switch it's pretty close to it (at least from our perspective).

The background is that some time ago (maybe a little over a year or so?) TDS had a strong advertising campaign in Salisbury NH when they initially established fiber Internet connections.

TDS approached us (and others) with flyers to ask that we help them get over 50% of the population of Salisbury, NH to sign up with TDS and to show us their gratitude IF enough people signed up, we could chose to receive either free HD programming (for life) or free Internet speed upgrade, again for life. Initially this was told to us verbally by [redacted] (still have her business card).

Since we were relatively new to Salisbury (not knowing neighbors, their phone numbers, etc.), I went door to door, giving neighbors TDS propaganda such as pens, bottle openers, coozies, flyers, etc. in an effort to get our neighbors to sign up with TDS. In the end there was sufficient participation that we were asked to choose one of the two options.

Unfortunately TDS had some problems when they went live which took some time to work out/through which can be supported by the service calls we initially logged with them while they worked through those issues. During that confusion we ended up defending TDS to our neighbors (as in, lets be patient as they work out the bugs, etc.). At least for us it related to not getting the speed that was initially promised. In retrospect I am sorry I took so much of my time working towards getting them more customers.

During the initial phases of TDS involving as many locals as possible, confusion (internal to TDS) was even more apparent when John Cowan showed up a few days after we had our chat with Nan. Apparently he was her supervisor but had no idea she had already visited, pitching TDS fiber to us. Given the confusion, we should have looked closer at what we were signing, as you will see in a moment.

At any rate I learned a couple days ago that TDS had 1GB fiber (over the 100MB that we had now) so I got into contact with TDS via email to inquire as to when we would see our "free" upgrade. That is when I learned that it would be at additional cost and would cancel the "free" upgrade for life. The second option, had we chose it, gives free HD programming, an obviously much better value since doing anything in regards to changing service would be the obvious choice.

I learned that the free upgrade for life (Internet speed) was limited to the initial 100MB and not beyond, something that was not mentioned verbally to us (like the "free upgrade for life (Internet speed) was). Neither was the fact if we wanted to spend the extra money for 1GB, we would lose the "Life time benefit" that they pitched so hard before. Looking for a compromise as accidents sometimes happen, I asked if we could at least get the free HD (for life) and was told no, since we chose the other option, it would not be available.

In short we were told one thing but something else has now come into play, very much deceptive advertising from our perspective. I let them know I was logging a complaint w/Revdex.com.Desired Settlement: We would like to continue to receive a monthly discount should we elect to upgrade to a 1GB fiber connection as we were verbally told if we helped them get over 50% of the population of Salisbury, NH to sign up with TDS, we would get free Internet speed upgrade for life (while with TDS) or free HD programming (again for life (while w/TDS). All we want is to continue to receive what we were pitched in the beginning.

Business

Response:

Response to file# [redacted].

On 1/12/16 our senior advisor contacted Mr. [redacted] in regards to the various promotional options. She explained that the free internet upgrade/discount was for going from 50MB to 100MB. Mr. [redacted] indicated he would have taken the free HD for life promo if he realized it wasn’t free internet upgrade for life. She apologized for the confusion and offered a credit of $15.00 off to last a period of 12-months. Mr. [redacted] indicated he was interested in upgrading internet service to 1G as well.

Thank you.

Review: The internet service we are paying for has been terrible for the past several months, starting approximately October 2015. We have made several calls to [redacted] in regards to the issues we are having, but they continue to give us the run around. The service is slow at times and completely unusable during peak hours. We have had computer tech service in our home and they tell us our computer and equipment is not the problem. It is the service provider, [redacted]. Unfortunately in our service area their are no other providers claiming to provide the service speed we want and are paying for. In October we were told by [redacted] they would have the problem fixed in the next couple months. It has not been fixed and we continue to pay for a service that they are not providing.Desired Settlement: We want a refund for the service they have not been able to provide since OCT and continue to pay for. We also want the service fixed because we are paying for a service that they are unable to provide.

Business

Response:

Response

to file# 11121187.

Engineering is nearing conclusion of a large network improvement project which

will relieve the network capacity issue that is especially noticeable during

the peak hours of usage. Unfortunately there have been unforeseen delays with

the project which we had initially expected to be completed in 2015. I

apologize for the inconvenience. Mr[redacted] may cancel at any time without

incurring penalty. We have provided a courtesy credit of [redacted] as an apology for 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.

Regards,