TDS

Response to file# [redacted] TDS advertises that DSL speeds and availability varySpeed plans are "up to"TDS Engineering recently completed a project to help improve broadband capacity in Ms [redacted] areaThere is an additional project in place to upgrade equipment to improve service, which we hope to have completed in the next few monthsWe are reliant on equipment back-order/availability DSL is a distance sensitive technologyMs [redacted] did recently contact TDS Repair about her DSL connectionThe distance of her location to the serving equipment is slightly excessive for the service plan to which she currently subscribes (Turbo – up to 15MB)The TDS technician suggested she reduce her plan (Express – up to 5MB)Ms [redacted] indicated she would do soAt this time, Ms [redacted] is receiving a promotional rate for the Turbo planThe Express plan regular rate may be more per month; Ms [redacted] may contact TDS Consumer Sales at [redacted] to see if a different bundle plan or alternate promotion can be obtainedShe may retain her current plan with promo rate if she choosesMs [redacted] may cancel service with no penalty as well I apologize we were not better able to meet Ms [redacted] ’s expectation for service Thank you

Mr [redacted] ,I spoke with my manager and we can disconnect the Managed Ip service and install a different service but there would be early termination charges that would apply I have the estimated cost to disconnect the service attached The attachment only includes the cost of the service, you would have additional charges for the phonesI estimate that the cost for the phones would be around $which would be added to the final bill Please let me know how you would like to proceedThanks [redacted] [redacted] Account Manager TDS Telecommunications CorpmanagedIP Hosted Phone 615-793-8670Fax: 615-213-

Follow up # There is no new information nor any misunderstanding about Ms***’s disputeAs previously explained, Ms [redacted] must contact TDS Sales to make any changes to her account including cancellation of servicesThis cannot be done through this forumContract terms and service options must be worked out with the Sales teamA quote is not a contract [redacted] has affirmed that she did not provide a quote for $for the ManagedIP Hosted planShe has in retention the email correspondence with Ms [redacted] that explains the service options and pricingThere may have been initially a misunderstanding about the changes to the discounts currently received with the internet bundle, but [redacted] made sure to correct that information for Ms***We have accommodated for internet service and have offered options To reiterate, Ms [redacted] must work with the Sales team: ? [redacted] Radcliffe at [redacted] The Sales team is responsible for any potential adjustment to the contract or any other considerations for the service plan in effect by contract terms Again, I am sorry that Ms [redacted] is dissatisfied

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] I did cancel e-pay the same day I canceled service, yet TDS took additional funds later in January At the time of service cancelation, my account was paid in full Why would they collect money on a canceled, paid account? I was told by a customer service rep and supervisor that a check was sent 3/5/ Now they say a check was sent 3/31/ Until I receive the check, I do not consider this resolvedAdditionally, their references to industry standards making their delays reasonable does not address my questions Those standards are archaic in this age of electronic processing Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] TDS has lied to me since June promising me that fiber optics offering true high speed internet will for sure 100% be in Monticello WI by Jan1, Now, I find out there is only going to be new eqmtinstalled in the town of Monticello WI in 2-months, say by March 31, and absolutely NO future plans in for true high speed fiber optics in Monticello WI So, my question to TDS is what is the ACTUAL 'expected' download megs to be once the new eqmtis installed in downtown Monticello WI? I, along with the entire town of Monticello WI, deserve and demand to know this educated guess To even offer or meg download plans by TDS for all of Monticello WI for well over 2-years now when in fact both and megs plans both offer only on average up to megs is a total rip off for those customers paying for the higher plan in Monticello WI Everyone, and truly I mean EVERYONE, in Monticello WI who has TDS internet is being taken advantage of and ripped off by TDS for years now and this should NOT be allowed by any business TDS knows for a fact the average download speed is on average between and megs for all TDS internet users on the and meg plan in Monticello WI and there is a capacity issue with their outdated eqmtin this town for years now I have seen as high as megs on very limited non-capacity times of the day and a lot more times being as low as ONLY megs (1/10th of a meg of download speed) not even allowing webpages to load and much slower than even dial up speed The average for me daily is around to megs, not even megs of TDS internet service and I check it near daily now for several months now Why does TDS even allow in Monticello WI the users of their or meg plans when the meg plan is all they get in the first place? Shouldn't TDS automatically be forced to downgrade everyone's in Monticello WI and meg plans to only megs since that is all they get for download speed well over 75% of the time??? Please answer my questions I asked above, especially the question on what 'actual expected' download meg speed will be once the new eqmtis installed in downtown Monticello WI by the spring of I am pretty sure it won't improve the speed of the internet much at all, not even close to the and meg plans 100's in Monticello WI are on now and being taken advantage ofTrust me, EVERYONE, in Monticello WI is very upset and angry at TDS for their very low speed dial up speed when in fact it should be at least 2-megs of speed for a meg plan and 10-megs for a meg plan Regards, [redacted] ***

Response to file# [redacted] In response to this concern our senior Customer Service advisor, [redacted] , attempted to reach Ms [redacted] several times and left a message asking for return callWe are awaiting her response at this time Ms [redacted] has two separate accounts with TDS and since they are separate, changes done to the residential account would have no connection with the business accountThere seems to have been a misunderstandingWe provided monthly billing for both accounts that clearly demonstrate the charges for service and the dates they coverThe customer has responsibility to review their bill and contact us in a timely manner to dispute any given charge or request a billing explanation if there is any questionUnfortunately, Ms [redacted] did not contact TDS until several months after she added the new residential service account to request disconnection of the business DSLOn 9/30/Ms [redacted] added a new residential account for TDS TV + fiber internet serviceThe first residential TDS TV + fiber internet bill was issued on 10/25/We did not hear from Ms [redacted] until 1/26/to disconnect the business DSL serviceWe have provided a courtesy credit of $for one-month of DSL service on the business account and final billing for the DSL portion of the account will be sent in the next bill cycleWe are willing to work out a courtesy credit that would be added to residential account, but we need Ms [redacted] to respond to usMs [redacted] may contact TDS at 1888-225-(188CALLTDS) Thank you

Response to file# [redacted] I completed a thorough trouble ticket reviewMost of the trouble reports were resolved with standard troubleshooting and TDS worked diligently to isolate where the trouble existed, which on some occasions turned out to be the customer’s computer equipment and the customer’s inside wiring Trouble history as follows: On 6/21/the customer reported internet service troubleTDS Repair had the customer reset the backup battery, which restored service.On 3/6/the customer asked for an email password resetOn 5/29/the customer reported trouble with the routerMrs [redacted] indicated she would buy a new modem/router and call back if further trouble.On 8/2/the customer reported internet troubleTDS Repair had the customer reset the modem to restore serviceOn 8/4/the customer reported internet troubleThe TDS technician could connect from the jack but not with the customer’s modemHe provided a replacement modemHe also found that the customer’s computer NIC card wasn’t working properly.On 9/10/the customer reported internet troubleA reset of the optical network terminal resolved the issue.On 6/1/the customer contacted Repair claiming service had been out for 3-days and requesting creditThere was no trouble report and the customer indicated that they would cancel service if he did not get a month’s creditThe customer was transferred to Customer Sales & Service who provided a courtesy creditOn 8/15/the customer reported slow internet speedsThe slow speed issue was related to a network capacity issue which was being worked on by TDS Engineering (see details below).On 9/1/the customer reported slow internet speedsTDS Repair provided an update about the engineering project.On 9/15/the customer reported internet service troubleTDS Repair provided troubleshootingTwo devices were working, but not the desktop computerThe customer was referred to the computer manufacturerOn 9/17/the customer reported internet service troubleThe TDS technician was dispatched and found the gate locked and could not test at the optical network terminalOn 9/22/the customer reported internet service troubleTDS Repair provided troubleshooting, which did not resolve the troubleThe customer indicated that they would call back to set up an appointment for a TDS technician in-home testNo appointment was made and no further troubles were reported for over 6-monthsOn 4/2/the customer reported internet service troubleThe TDS technician was dispatched to testThe customer was not home and the technician verified working service at the optical network terminalOn 4/24/the customer reported internet troubleThe TDS technician was dispatched to test and no one was at homeHe verified service was working at the optical network terminal and noted that an appointment would be needed to look at the inside wiring and the modemOn 5/10/the customer reported internet troubleThe TDS technician found service working upon arrival and as a precaution replaced the optical network terminalOn 5/15/the customer reported internet service trouble and arranged an inside access appointmentThe TDS technician found that mice had chewed into the customer’s inside wiring lineThough the customer does not subscribe to TDS’ inside wiring maintenance plan, the technician re-spliced the damaged wireHe did not charge the customer for the inside wiring work though a charge would be applicableOn 5/27/the customer contacted TDS Repair on 5/27/after a stormA power reset of the optical network terminal restored service Our records show that we can offer internet plans of up to 50MB in the [redacted] ’ immediate service areaAn engineering project was completed in August/September to address a network choke point issueDue to extreme high demand on the local area’s transport network, customers may have experienced slower than speeds especially noticeable during the peak hours of usageI apologize for the inconvenienceAny customer who wished to reduce their internet service plan or cancel could do so with no penalty Mr [redacted] did reduce his internet plan and TDS provided a credit for the difference of the two plansTDS has made many network improvements over the years in the Cyril and Elgin serving areasTDS Engineering upgraded the Elgin backhaul to the 10G network earlier in 75% of DSL capable addresses in Elgin can subscribe to our Turbo plan of up to 15MB; and 40% can subscribe to a DSL plan of 25MB or moreDSL is a distance sensitive technology and TDS advertises that DSL speeds and availability vary On 6/14/TDS issued a past due/collection noticeOn 6/20/Mr [redacted] called TDS and stated he would not pay the balance due to past internet issuesWe offered a final courtesy credit of $though a courtesy credit of $had also been givenA Payment Extension was arranged to avoid service suspensionNo payment was made and on 7/20/service was suspended for non-paymentMr [redacted] indicated he did not want to pay due to past service issues and wanted his entire balance cleared outTDS declined as a significant courtesy credit had already been given ($+ $= $256)Mr [redacted] hung up when our supervisor advised him that no further credit would be givenOn 7/21/Mrs [redacted] called TDS to make payment to restore service Our records show that we have provided courtesy credits for the customer’s dissatisfaction since July a total of $I am sorry , but no further credit is applicable Thank you

Response to file# [redacted] TDS advertises that DSL speeds and availability varySpeed plans are “up to”Unfortunately, we are not able to offer faster internet service plans in Mr [redacted] ’s area at this timeFortunately, Connect America funding will help expand broadband in his areaAt this time, the project is expected to be completed in early summer Customers may sign up for updates about the broadband projects at www.tdstelecom.com/networkupgrades In response to the excessive demand on the existing network, we limited our DSL sales in Mr [redacted] areaWe also notified customers of their options due to the network capacity issueMr [redacted] already receives the lowest possible price for internet with his current promotional plan (“Price for Life”) and thus reducing his service plan to the DSL “Lite” plan would not be a benefit, otherwise we would recommend reducing the speed planMr [redacted] may cancel internet service without penaltyWe partner with DISH Network and can offer their dishNet satellite internet as an alternativeAdditional alternatives could include other satellite or wireless providers Thank you

Follow up: As a courtesy, given Ms [redacted] unique circumstance, we will attempt to rush the refundHowever, I cannot guarantee that it will reach the sister’s home in time for MrsLorvig’s departureMs [redacted] may wish to make an arrangement with her sister to forward the refund to her or deposit it for herThe check expiration date would be six-months (days) from date of issueAfter six-months, and if Ms [redacted] needs a replacement check, then she may contact TDS

Response to file # [redacted] Unfortunately, the incorrect address was initially used for the order (vs 403)Also the contact number the technician had been given did not workThe technician was not given the correction information and could not complete the installation without it With the order correction, the TDS technician arrived on the morning of March 6th for the installationOur supervisor [redacted] spoke with Ms [redacted] and made sure with the local Field Service team that the order would get completed on the morning of the 6thShe also followed up with a courtesy credit of $due to the delay with the installation and miscommunication with the original installation appointmentThe Sales advisor who had the order error has received coaching We apologize for the inconvenience Thank you

Response to file# [redacted] Unfortunately there was a delay with the installation due to an order entry errorThe TDS technician was unable to complete the order without the correct provisioningOur senior advisor [redacted] spoke with Mr [redacted] about the issue and she offered a credit for one month of service due to the inconvenienceThe order was rescheduled for 4/27/It appears that the 4/27/due date did not get properly communicated to Mr [redacted] and there was no access for our technician to complete the installationA new due date with an appointment time of 1-5pm was arranged for 5/6/I asked our Field Service manager to make sure his technician is prompt and to call ahead to the contact number Mr [redacted] gave on the complaint file (which differs from the contact number in the order) to verify access with Mr [redacted] We apologize for the miscommunications with this order

Response to file# [redacted] Our records show that Ms [redacted] called TDS on 4/9/to dispute charges indicating that they requested the service disconnected in October Ms [redacted] was referred to TDS Sales account manager [redacted] A few weeks later, [redacted] spoke to the customer (***) who asked to disconnect four numbers and she too asked for a credit back to October [redacted] pointed out that the service has been billing for over two years and that had there been a billing error, they should have contacted us right away [redacted] asked for proof that the customer had requested disconnection previously [redacted] stated that she would ask ReneeA few weeks later, [redacted] spoke with Ms [redacted] Ms [redacted] indicated she could not find any documentation of their request in The customer is responsible for billing charges and notifying TDS of any dispute within a couple months of billingTDS’ Terms of Service state: You must contact TDS at the phone number provided on your monthly statement within days of the invoice or transaction date of any charge if You believe TDS has made a billing errorRefunds, credits or adjustments may not be given for any charges which are more than days old[Note, TDSLD customers must provide such notice within months of the date of the applicable invoice.] [redacted] has placed disconnection orders for the numbersWe will credit back to 4/9/15, which is when we received the disconnection requestThere are three other numbers on the account still active [redacted] indicated she would inquire with the customer whether they wanted to disconnect those numbers as well For any questions, Ms [redacted] may contact [redacted] at [redacted] [redacted] or her manager Stephanie Clay at [redacted] Thank you

Response to file# [redacted] Our technicians and our Field Services manager have reviewed the situation and determined that TDS had no error with causing the customer’s phone system equipment failureWe offered to meet with the customer and his equipment vendor to inspect the equipment and review the situation; however, Mr [redacted] declined The customer is responsible for having functioning telephone equipmentAs we understand it, the equipment’s warranty had expiredWe do not supply the telephone equipment, nor do we provide support for itWe delivered service as requestedWhen the customer replaced his phone system, the service issues were resolvedIn regards to the router, the TDS technician indicated that it was an inexpensive router purchased by the customerThe customer bought a new one and as a courtesy the TDS technician programmed the router for the customer at no chargeThis is not support we normally would provideAs with the phone system, the customer is responsible for their computer equipment It is unfortunate that Mr [redacted] is dissatisfiedTDS will not purchase for the customer a new phone system—the customer is responsible for their phone systemWe did provide a courtesy credit of $due to the customer’s dissatisfaction Should there be any further questions, Mr [redacted] may contact Field Service manager [redacted] at ( [redacted] or TDS Sales manager [redacted] at [redacted] Thank you

Response to file# [redacted] TDS advertises that DSL speeds and availability varySpeed plans are “up to”DSL is a distance sensitive technologyWe attempted to install a DSL plan for up to 25MB; however, our technician determined that the distance was too excessive to offer that planInstead the maximum speed plan we can offer at this location is up to 15MBMrand Mrs [redacted] subscribe to 15MB and Mr [redacted] was ordering a second DSL line into the homeWe found a past account for Mr [redacted] which had a collection balanceThe current order to install the second line could not be completed until the collection balance is paid Mr [redacted] spoke with our senior advisor who offered a courtesy credit on the current main line account for the collection amount with the understanding that Mr [redacted] will pay the collection balanceHe also provided a courtesy credit for $due to the DSL issues on the existing accountAn additional credit for $was added for charges for PC Support services and a modem shipping feeAdditionally Repair provided a credit of $The customer was not charged for 25MB service that we were not able to supply on the main account nor on the secondary accountThe secondary account order was cancelled and can be reissued once payment is received for the prior account [redacted] The customer may supply their own modem/router if they wish, but it would not increase the line connection speed Thank you

Response to file# [redacted] Service was installed on 11/21/The customer was aware of service and that he would need to pay for itIf Mr [redacted] did not receive his bill due to a mailing or billing address issue, it does not absolve responsibility for the bill chargesMr [redacted] should have contacted TDS when he did not receive his first bill, which in this case was issued in December Mr [redacted] did not contact TDS until the service was suspended for non-payment on 2/10/ On 2/11/we provided bill copies with no charge as the billing address was wrong On 2/17/Mr [redacted] contacted TDS to disconnect serviceThe advisor explained the shipping fee for the TV equipment returnThe advisor put Mr [redacted] on hold to get approval to waive the fee and Mr [redacted] had hung up before she had a chance to let him know that it was approved On 2/17/our senior advisor contacted Mr [redacted] She provided a courtesy credit for the reconnection fee as MrWilliam’s billing address was wrongShe also provided a credit for HBO charges as Mr [redacted] indicated that it was to be free for three monthsShe went over quote amount and affirmed that it did not include fees/taxesThe order to disconnect service was placed as requested Thank you

Response to file # [redacted] In response to the customer’s concerns, on 10/13/our Field Service manager Daren called Mr***He offered to have the contractor return to remedy the matterThe contractor, ***, called Mr [redacted] to discussMr [redacted] was not interested in having any restoration done*** promised that he would speak with his crew about taking better care with landscapingMr [redacted] was happy with that Daren indicated that normally our contractor is very conscientious*** approved a $courtesy credit for Mr***’s accountThe credit appears on the October invoice Thank you

Response to file# [redacted] On 12/17/the customer reported slow speedsTDS Repair went through standard trouble shooting steps and the speed test was normalThe customer indicated that trouble seemed to be occurring around 4pm dailyWe dispatched our technician to test furtherHe replaced the customer’s modemThere has been no further trouble report Thank you

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Follow up: As previously explained, Mr [redacted] subscribed to electronic billing up until 2/5/and subsequent to that would begin to receive a paper invoiceIt is the EPAY subscriber’s responsibility to review their bill via EPAYNotifications were sent to email address of record, which could have been updated by the customer at any time or by calling TDSSince Mr [redacted] ’ EPAY account is now closed, I am sending copies of his past invoices (December through current) at no chargeNormally there is a charge associated to bill copy requestsMr [redacted] did not subscribe to TDS’ PC Defender service or any other Premium internet services for security or PC cleaning, etcWe do offer Remote PC Support on a per use basis, and as previously explained when Mr [redacted] attempted to make use of this service, we did not charge for that service since we were not able to connect remotely with his computer due to the extent of his virus problemThe customer had been referred to a computer repair shop back in NovemberMr [redacted] is responsible for his computer equipment, not TDSI am sorry that Mr [redacted] is dissatisfied

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Again. TDS is unresponsive to the issue at hand, and passing the buck.I expect compensation for this horrible experience with their tech support, the SLOWWWWWWWWWWW internet bandwidth, and bad responses.It took me 20 minutes for this web page to even load up to respond, now that is not right at all.Fix the service, compensate, or jump ship and leave Salome.Telling me to leave your service is not fixing the matter, its only pissing me off more.NOW, if you don't want me on TDS DSL, then kick me off, but I will not be terminating as long as you all wont respond to the issues at hand. Regards, [redacted] ***