TDS

Response to file# [redacted] Mr [redacted] established service in his name on 4/12/The primary account holder is financially responsible for the accountMr [redacted] was listed as a secondary on the accountWe have no prior record of a request to change the name on the accountThe bills were issued to Mr [redacted] & [redacted] at the Denton Rd service locationOn 8/14/we issued a disconnection notice for the internet portion of the bill, which was subsequently disconnected for non-paymentFollowing this, a collection agency referral was madeOn 11/20/Mr [redacted] contacted TDSHe indicated he thought that his name had been removed from the account and we advised him of how that would be accomplished as a change of liabilityMr [redacted] made payment and set up the change of liability for the accountA new account was established for Mr [redacted] as the primary account holder As Mr [redacted] is a long-time customer in good standing with his other account and there was an apparent misunderstanding about the account established in 2011, we contacted the collection agency to request that they remove the referral from his credit reportOn 11/23/our senior advisor followed up with Mr [redacted] and left a message to ask him to discuss the accountThere is a duplicate payment made on the account that Mr [redacted] may wish to have reversedHe may also have the credit balance transferred to his active account also in his nameOtherwise if he does not contact us, the final credit balance on the account will be refunded by check in approximately 60-days and will be mailed to the current billing address of record for that account (Denton Rd) Thank you

Response to file# [redacted] The marketing letter does not state that the price includes HDIt does not mention additional services and what their charges may be eitherOur Sales team would go over optional services or our web order system would list out the additional services and their charges when an order gets placedWe offer most channels in both SD and HDThey are not double counted, so regardless of whether the subscriber chooses to add HD, the subscriber gets the same number of channels with the package (135+ in this case)It has been standard practice among many TV service providers to charge for HDIt appears some TV service providers are beginning to include HD with their package priceI shared Mr [redacted] comments with our TDS TV Marketing management and whether they will consider rolling the HD fee into the package price, will be their decisionOur Sales advisor reached out to Mr [redacted] to go over the plan optionsMr [redacted] was not interested in service with TDS at this timeWe apologize that it was not made more clear on the marketing letter that HD was not included Thank you

Response to file# [redacted] TDS advertises that DSL speeds and availability may varySpeed plans are “up to”TDS Engineering has a project well underway to upgrade equipment and expand network capacity in the Quartzsite and Salome areaThe overall project is nearing completionDue to the network constraint over the past year, TDS has limited salesMrPerry has our lowest speed tier planAfter the project is complete, TDS will be able to offer faster speed plansIt may yet take a few more months; we have completed all the construction and equipment upgrades in our local officesWe are waiting for the long haul carrier circuit to be installed (ie backhaul)We are doing our best to have the carrier expedite the circuit installationIn the meantime, the customer may cancel DSL without penaltyAlternatives could include satellite providersAs an apology for the issue, we have provided a credit of $ I understand the frustration with the service issues and apologize for the service experienceOur Repair supervisor reviewed the call recording and confirmed that Mr [redacted] used somewhat abusive language Thank you

Response to file# [redacted] In response to the customer’s slow internet speed trouble report, on 7/13/the TDS technician found that the dog had chewed the wire at the Network Interface (phone box)He repaired the wire to resolve the troubleThere has been no further trouble report at this timeDSL is a distance sensitive technologyTDS advertises that DSL speeds and availability varySpeed plans are ‘up to’Ms [redacted] subscribes to DSL “Express” (up to 5MB)At this time, we cannot offer a faster speed plan due to distance of the customer’s home from the serving equipmentThe customer may reduce their service plan or cancel the service without penaltyWe partner with DISH Network and can offer their dishNet satellite internet serviceOther alternatives could include Exede, other satellite or wireless providers Thank you

Response to file# TDS advertises that DSL speeds and availability vary Speed plans are “up to” and not guaranteedWhen we became aware of the network capacity situation in Mr [redacted] serving area due to excessive high demand, we limited our sales to our lowest DSL tier, DSL “Lite” (up to 1MB) Additionally, earlier this year we notified our existing DSL customers in that serving area of the issue and offered the option to change their DSL plan or cancel without penaltyWe partner with DISH Network and can offer their dishNet satellite internet as an alternativeOther alternatives could include Exede, other satellite or wireless providersI apologize that we cannot meet Mr [redacted] expectation for service at this time Thank you

Response to file# [redacted] Our Repair supervisor followed up with Mr [redacted] about his concernsHe indicated that since changing out the router he has had fewer problemsShe put through a courtesy credit of $for Mr [redacted] service issues Thank you

Follow up: I am sorry Ms [redacted] is dissatisfiedWe make no warranty to the continuous operation of service—no service provider canService lines can break down and sometimes have to be repairedThat is what happened here; the service lines needed to be repairedWe coordinated the repair with the line carrier (AT&T) The initial trouble ticket was reported at 12:00pm on 3/9/The cable repaired by AT&T at 7:06pm on 3/9/At the time of the report, the TDS technician could verify that the circuit was not working by remote testing from the Central Office The second trouble ticket was reported at 10:33am on 3/18/and the cable was repaired by AT&T on 3/19/at 5:20pmAgain, the TDS technician could verify that the circuit was not working remotely from the Central OfficeThis trouble was resolved outside of the 24-hour commitment timeline that AT&T is supposed to meet for their wholesale performance measureBecause of the repeat trouble occurring within a week and a half of the first and because the trouble was not resolved within 24-hours on 3/19/15, we extended the $courtesy creditWe realize that it is very inconvenient for a business customer to lose service The third trouble ticket reported at 8:45am on 7/24/with their credit card machine not workingThis was cancelled by the customer’s request at 9:10am when they apparently figured what was wrong with the credit card machineThe TDS technician could verify that the circuit was working with remote testing and confirmed with the customer that the other voice lines were working when the trouble was reported If there were service problems occurring at other times, we were not made awareThe customer would need to report it to Repair in order for the issue to be resolvedFor a customer who cannot hold to speak to a Repair advisor, trouble reports can also be filed via webmail or via a chat session to Repair from the TDS website

Response to file# ***
Our Repair supervisor attempted to reach the customer several times and left messages which the customer did not returnFinally, he reached Ann Black-Manazer on 8/3/to go over her service concernsHe provided a courtesy credit of $and set up a
technician appointment to look into an unresolved issue
Thank you

Follow up:
Our Consumer Specialist has, ***, has been attempting to reach the customer to assist them with changing the account to DSL “Lite”, the only option we have at this timeThe “Lite” plan is 1MB (which is 1024KB)Dial Up is up to 56KBTherefore, 1MB (1024KB) is approximately times faster than 56KB Dial Up*** can be reached at ***Again, I apologize that we are not better able to meet Mr*** expectation for serviceIt is not our preference to suggest a satellite provider as an alternative, but in the best of the interest of the customer who desires faster speeds, that is what we would suggest to get faster speeds than what we can offer at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.] The representative from TDS (Ms*** ***) did in fact make promises that there would be no additional fees before I put her in touch with my condo associationWe had several discussions at length in which I asked specifically that there would be no additional charges and that all that was needed was written permission from the condo association to lay the fiberI specifically asked "will there be any fees to the condo association to lay the fiber" to which Ms*** said "no there will not be"Only after communication to the condo association was started was it brought up that she was in fact dishonest about the fact of these chargesI contacted TDS and explained to them that their agent had been asked specific questions in regards to install fees and had given those answers, at which time TDS refused to honor the agreement Ms*** made with meThis is blatant advertisingIf your sales representative quotes one thing and then goes back on that agreement it is advertisingPoor training on the part of TDS as to what installs require additional fees and when to tell customers if fees will be added on should not mean that they can change their price after it had been agreed uponI would feel completely different if I had not asked Ms*** specifically several times in several different conversations that were days apart and received a different answer.
Regards,
*** ***

Response to file# ***
TDS Engineering is nearing conclusion of a large network project to upgrade and replace equipmentUnfortunately the project is taking more time than we had originally anticipatedIn the meantime, Ms*** may reduce her plan, though she currently has the lowest
available rate with a promotional plan ($29.95/month)We previously provided a credit of $due to the customer’s dissatisfaction, which appeared on the customer’s November bill and we have provided an additional credit of $which will appear on the upcoming February billMs*** may cancel service without penaltyI apologize that we are not meeting the customer’s expectation for service at this timeI am sorry that Ms*** had a dissatisfactory customer service experience as well
Thank you

">Response to file# ***
Our senior Repair advisor
attempted to reach Mr*** multiple times to discuss his service
concerns and left a voicemail messageAt this time, Mr*** has not
returned the callThe last trouble report was on 6/7/The TDS technician
tested service and found no trouble with the line; he adjusted levels with the
customer’s routerApproximately a month ago TDS Engineering has completed a
large network improvement project and there is an additional network capacity
project that is nearly complete for the Wellington areaAs an apology for Mr
*** dissatisfaction we have added a one-month credit of $Should
Mr*** have further question or service concerns, he may call 1-855-242-
Thank you

Response to
file# ***
It is
industry practice that toll charges, which may include operator and directory
service charges, may be billed up to 120-days after charges are incurred
Accordingly it is TDS' standard practice to wait 60-days after the final bill
is issued to
make sure all toll charges have been received and billed before
any refund is issuedThe final bill was issued on 6/16/16, which reflected a
credit balance of $Approximately 60-days from that date, on 8/12/the
refund processing beganIt then generally takes 1-weeks for the check to be
printed and mailedThe refund check was mailed on 8/26/
Thank you

Response to file# ***
TDS advertises that DSL speeds and availability varySpeed 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 areaThe project should be
completed in the next few months barring no further unforeseen delayWe apologize for the problem with slow internet speedsTDS has provided a discount of $10.00/month since June due to the issueThe discount will conclude in November TDS does have future plans to deploy fiber optic service in the Monticello areaMrKoch may cancel DSL without penalty or change to the DSL “Lite” (1MB) plan
Thank you

Response to file# ***
I apologize for the inconvenience with the error made to the referral numberIt was corrected on 12/17/According to account notes when MsWise spoke with TDS Customer Service on 12/1/15, our senior advisor agreed to adjust the bill for $Ms***
contacted TDS on 12/21/about the account balance
Thank you

">Response to file# ***
Our manager of Technical Operations,
*** ***, visited Mr*** premises to determine whether we would be
able to serve the locationHe determined that with some extensions, we could
serve Mr*** homeI asked our Consumer Sales supervisor to get the sales
process restartedAs this is a unique circumstance, it may require additional
time to process the request
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
These issues we have with TDS will apparently go unresolved, as we feel their products and service are terrible, for small businesses like ours Loss of service equals loss of money for us, and TDS could care less We reluctantly will keep their service to avoid the outrageous termination fee, and will not do business with them again Beware of the TDS sweet talk, their products and customer service are horrible!!
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I feel that they have a problem and don't want to acknowledge it They do have after hours service but the people taking calls after hours are not made aware of how to handle responseI do appreciate the money off but believe the situation not to be correctedFurthermore my outage was caused by someone working directly or indirectly for TDSI was also told that there are no plans for upgrading the systemI glad to see there are plans but am very curious if this will happen.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Follow up:
On Friday 8/14/the TDS technician visited the home and no one was homeThe lead technician tried to call the customer but could not get a return call from the customerThe technician did some general maintenance at the street level on FridayThe technician stopped by on Monday 8/17/and the customer happened to be homeMrs*** indicated that there had been no trouble since FridayThe technician gave her his supervisor’s contact number should the trouble reoccurAt this time he has not received any further trouble report