TDS

Follow up
#2.
 
Ms. [redacted]
has the wrong email address. It should be [email protected]
(she’s missing the “y”). Iris called Ms. [redacted] again to start over the
testing process. We cannot troubleshoot her Windows Live email software—Ms.
[redacted] may wish to contact Microsoft support. We can troubleshoot our webmail
only, which Ms. [redacted] indicated also had intermittent issues. Iris also
advised her of the maximum email size (25MB). This is the standard for Gmail
and other email providers.
 
Also,
“tdstetelecom.com [email protected]”
is not correct. The other email addresses where she may send test emails or
examples of failures (with bounce back information, headers, etc) are:
[email protected]
[email protected]
 
Please note that we are not
having area wide email issues and we have not received other customer trouble
reports that would indicate any kind of server failure on our end. We are willing
to assist with troubleshooting our webmail and we do need specific details in
order to do any deeper investigation. Ms. [redacted] has direct access to our
Senior Repair advisor, Iris, to assist her with this.

Thank you - finally!  I have already made a formal complaint through the New Hampshire Attorney General's office which I will follow up on.  I will cancel both of these complaints once I have received a credit.  Thank you Revdex.com for your involvement and assistance with this issue.  It is greatly appreciated.
Revdex.com:
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]

Follow up #2.
The issue is
over-utilization. The quantity of broadband subscribers has not changed
significantly over the past few years in Mr. [redacted]’s area. The way people use
the internet has changed drastically over the past few years since TDS deployed
DSL widely to rural areas such as Mr. [redacted]’s. The number of interconnected
devices and popularity of streaming video services has exponentially grown
demand. At this time, there is no network engineering project to expand network
capacity in Mr. [redacted]’s serving area. There is not currently a cost effective
way for TDS to upgrade facilities in order to do so; however, Connect America
funding may become available in the future, but is not guaranteed for all rural
communities.
In January we added a
$5.00/month courtesy credit to Mr. [redacted]’s account that will last a period of
two-years. Though it gives us no pleasure to say so, an alternative provider may
better serve Mr. [redacted]’s data needs. Again, I apologize that we are not
better able to meet Mr. [redacted]’s expectation for service.

Response to file# [redacted].
 
We had not made a collection
agency referral on the unpaid balance of Ms. [redacted] prior account
([redacted]) as it was under our reporting threshold of $25. We had written
off/credited the $18.19 balance from that inactive account when Ms....

[redacted] had
disputed it. Our senior advisor [redacted] followed up with Ms. [redacted] to review the billing
with her. There were no installation charges. If Ms. [redacted] has any further
questions she may call Customer Service at 1-888-225-5837.
 
Thank you.

Response to file# [redacted].
 
Service was disconnected on
11/20/17. The November bill had already been cut at that time and thus the
customer received a bill for service charges for the November 22nd  bill 11/22/17-12/21/17. Ms. [redacted] did not need
to pay this bill and we did...

not receive payment for it as it was not required
because the final bill would be issued in December. Bills are rendered monthly
on a set date and not on an adhoc basis. The December 22nd bill
shows adjustments for charges billed 11/20/17-12/21/17.
 
Ms. [redacted]’s October 22nd
bill covered charges 10/22/17-11/21/17, which Ms. [redacted] paid in full. Ms. [redacted]
is eligible for a refund for the amount paid 11/20/17-11/21/17. Ms. [redacted]’s
refund is $-5.44. The December 22nd bill reflects the $-5.44 credit
balance under Total Amount Due. The adjustment of the Current Charges
$-87.96 was for billing charges 11/20/17-11/21/17 (paid) plus 11/22/17-12/21/17
(unpaid). Had Ms. [redacted] paid the November bill (11/22/17-12/121/17), then she would receive a refund for that; she did not pay that bill.
 
Refunds are issued after
60-days of the final bill date as additional charges may yet be billed in
arrears for unreturned equipment charges (where applicable) or for toll charges
which may include operator, directory assistance, collect/third party charges
that have up to 120-days to bill.
 
Thank you.

Response to file# [redacted]
On 9/30/15 in response to Mr. [redacted] trouble report for DSL service, the TDS technician completed a repair to restore service. He also installed a whole house filter and ran a dedicated inside wire for the modem at no charge as a courtesy. Mr. [redacted] does not...

subscribe to an inside wiring maintenance plan with TDS and normally inside wiring work would come with a charge. Mr. [redacted] complained to TDS Repair that he wanted credit for two years of service problems. There had been one previous trouble ticket on 9/10/15 where Mr. [redacted] requested additional line filters. The last trouble ticket before that had been in 2011 for a dial tone problem. Mr. [redacted] then asked for a credit for three months of DSL service; only a one-day credit for the interruption was applicable. The TDS Repair supervisor agreed to provide a courtesy credit of $50.00. No further courtesy credit is applicable.
Thank you.

[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 11885779, and find that this resolution is satisfactory to me. 
Regards,
Dawn [redacted]

[redacted] wrote:Good afternoon,I received a message today from the supervisor of TDS and he hascredited our account and they have retrieved out equipment. We owenothing now.Thank you,[redacted]Financial ControllerHuman ResourcesAP/ARSuburban Machine...

Corporation[redacted]

Response to file# [redacted]
Our senior advisor put through an order to remove [redacted] from the account with approval from her supervisor. She spoke to (account authorized) [redacted] on 10/29/15 to advise of the resolution. Account security and Customer Proprietary Network Information (CPNI)...

are important requirements of all telecommunications companies.
Thank you.

Response to file #[redacted].
 
Earlier this year we came up
with some new plans, which include a data-only plan that does not require a
telephone element as a bundle. Mr. [redacted] subscribes to Broadband Prime with
Security Line, which is a very basic no frills voice line and internet...

service.
Our senior advisor followed up to Mr. [redacted] via email to advise him of the new
plans and the cost for the service. He is awaiting a response. Mr. [redacted] may
contact TDS Customer Service at 888-225-5837 to inquire further or place an
order.
 
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.
I once again I "REJECT" this response. It should be obvious as to why but I will respond. First when I filed this claim it was not due to me calling Dish and being offered "up to" 5meg through TDS it was to inquire about their internet service which is not available and AGAIN with the occupation I have been in for OVER A DECADE..I can not use "cell service or satellite" internet. I am not a Un-educated person, I am very aware of these kinds of services and aware that I can NOT use them for my employment so there is NOT a need for me to "explore" anything.This complaint is in regard to the conversation I had on June 10thabout transferring my services with TDS which was "5meg internet and basic home phone" I was told that it was able to be done, there was absolutely NOTHING else offered said or discussed. I was LIED to on that day, on June 15th when I called to confirm and again on June 17th when I was contacted to reschedule my appointment for my services (which included 5meg internet and basic home phone) It was not until June 19th after I signed a 12 month rental agreement based on the information given to me 3 times within a 9 day period that I would NOT be able to have the SAME services at this new location. Again I am NOT A UN-EDUCATED person, I am a person that has had the same job for over a decade that would NEVER sign a lease on a home knowing I could NOT continue my employment,  that called TDS to CONFIRM that if I moved to this location I could continue in my occupation that I have had for over a decade. The phone call to Dish did PROMPT me to file this claim but is NOT the reason for it.This Company has not only LIED to me but LIED on me as well. It was stated in the last response that I was told on June 10th that only the "Lite" service was available that is a COMPLETE LIE. OnJune 19th there was NO internet service available at this address. It was at least 3wks later that finally a supervisor contacted me to let me know he was going to do all he could to at least get the "Lite" service, as a matter of fact the field tech came to my home to let me know that he was looking into it..his "exact quote" to me was "Young lady you certainly got someone's attention to get me out here" I was LIED to and although this service and I knew this type of service would not help me as far as my employment I let them do it.  I was also told the "records" showed that I was told on June 17th that I was made aware that NO internet service was available and with many conversations with many supervisors the RECORDED phone was listened to and PROVEN that I was LIED TO AND ABOUT.... Proven fact. If I was made aware on June 10th why would there be a reason in the records that I was made aware on June 17th and on one of the many conversations I had it was stated to me that "notes" were put on the account that a technician made a decision on June 12th that no internet was available. So TDS when was I made aware..June 10th? June 12th? Jun 15th or how about June 17th? but after listening to the call we know it was NOT June 17th for sure. This companies "records" are USELESS and most certainly should not be referred to they have already been proven to be LIES by your own supervisors.This is my 2nd rejection to these responses to this complaint and because this goes so far beyond just "bad" customer service I will NOT accept the responses like the last one saying "I was told onJune 10th about "Lite" and it being the only service available" or this very CONDESCENDING response  about how I need to "explore other types of services." There is absolutely NOTHING in these responses that remotely resemble TDS taking responsibility for how I have been treated by this company.I am not just "dissatisfied" I am a person of sound mind that has been doing the same occupation for over a decade that depends on particular internet service and would have NEVER signed a 12 month rental agreement and  moved to a location knowing that I could not continue with that occupation. The MONUMENTAL FIANANCIAL HARDSHIP..TDS has placed on me due to all the LIES that was told to me, about me and continue deserves a little more consideration than "sorry you are dissatisfied."It is very apparent with both responses so far from this company that this is just "another Revdex.com complaint" NO it is not...this has effected myself, my family, my lively hood.Whomever responds to this take the time to at least read my complaint and it will be apparent that this had nothing do with "advertising varying speeds" or "past due balances". Pull the recorded phone calls, speak to some of the employees that have been involved, contact the local employees in my area....TAKE RESPONSIBILITY!
Regards,
[redacted]

Response to file# [redacted].
 
We had a pending order to install 100MB fiber internet with phone. Unfortunately,
there was no access to complete the install on the due date. The number was
erroneously removed from the TDS Metrocom switch programming, which initially
caused a No Dial...

Tone situation, then was corrected when Mr. [redacted] reported
the trouble on 6/24/16. Unfortunately, we had another error, we submitted the
wholesale copper line, supplied by AT&T, to be disconnected since there was
an order to install the fiber line owned by TDS. On 7/11/16 we received Mr. [redacted]s
trouble report filed via the TDS website. I am sorry, there is no indication
that we received a trouble report on 7/1/16. To best correct the situation, our
Field Service manager emailed Mr. [redacted] to get the installation completed as
soon as possible. Mr. [redacted] agreed to 2pm on 7/13/16. Our technician showed
up to work the installation order and Mrs. [redacted] turned him away indicating
that they no longer wanted the service. We do not have an alternative contact
number for Mr. Ringwood. As the account holder, Mr. [redacted] will need to contact
TDS at 1-877-665-9990 to advise what he would like to do with his TDS Metrocom phone
service.
 
If he would like to port the number to another carrier, he would need to
place the order with the other carrier. If he would like TDS Metrocom to disconnect the account and not port the
number to another carrier, Mr. [redacted] needs to call us to confirm this. If Mr. [redacted] would like to keep the TDS Metrocom phone service, we
would need to reinstall the AT&T supplied line, which would take several
days to complete. We need Mr. [redacted] to confirm he wants this.If Mr. [redacted] would like to try again to install the 100MB fiber
internet with phone, we would be happy to work with him to set a new
appointment at his earliest convenience.
 
I sincerely apologize for the interruption of service due to our order
processing errors. Due to our mistake, we will add a one month credit of $34.00
to the TDS Metrocom account. We really need Mr. [redacted] to tell us what he
would like to do with service. Mr. Ringwood: please call 1-877-665-9990, which
is our Consumer Specialist team. They could also work out an additional
discount with the fiber internet account due to all the inconvenience suffered.
 
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. The technical explanation wasn't necessary. It's just filler to cover up the main fact of what happened. I was told the same information more than 3 times, each after me asking for confirmation. I don't care if you stack it up to bad training, her being misinformed, whatever. The end result is that your employee offered to get me service and then gave me news about a massive installation charge. That is a lie. Fraud that is clear as day. If you gave a damn at all about customer service you would honor the word of your sales reps. Being a manager myself I recognize that if one of my employees makes a promise to my customer that following through on that promise not only the legal thing to do, its the right thing to do. A sign of a good company is one that takes responsibility for their mistakes, and treats the customer with respect. TDS has shown no integrity or remorse, much less any respect to me. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided her DG Eu e 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 12238157, and find that this resolution is satisfactory to me. 
Regards,
Timothy Young

mso-bidi-theme-font: minor-bidi;">Response to file# [redacted].
 
TDS Baja Broadband (“TDS”)
does not partner with DISH Network. TDS Baja Broadband is a cable TV company, a
competitor of DISH Network. TDS Telecom is an affiliate of TDS Baja Broadband,
which is a wireline telephone service provider. TDS Telecom partners with DISH
Network. It is possible that DISH Network misunderstood that Mr. [redacted] resided
in a TDS Telecom serving area. This is not the case. Mr. [redacted] can be served by
TDS Baja Broadband. We offer voice, data, and cable TV service. If Mr. [redacted]
wishes to obtain service from TDS Baja Broadband, who offers competitive bundle
promotions, he may call 855-696-8368. We
have no information about advertisements done by DISH Network. I asked our
senior advisor to reach out to Mr. [redacted] to see if she could assist.
 
Thank you.

Follow up:
 
I am sorry Ms. [redacted] is dissatisfied. We make no warranty to the continuous operation of service—no service provider can. Service lines can break down and sometimes have to be repaired. That is what happened here; the service lines needed to be repaired. We coordinated the repair with the line carrier (AT&T).
 
The initial trouble ticket was reported at 12:00pm on 3/9/15. The cable repaired by AT&T at 7:06pm on 3/9/15. 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 3/18/15 and the cable was repaired by AT&T on 3/19/15 at 5:20pm. Again, the TDS technician could verify that the circuit was not working remotely from the Central Office. This trouble was resolved outside of the 24-hour commitment timeline that AT&T is supposed to meet for their wholesale performance measure. Because 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 $100.00 courtesy credit. We realize that it is very inconvenient for a business customer to lose service.
 
The third trouble ticket reported at 8:45am on 7/24/15 with their credit card machine not working. This was cancelled by the customer’s request at 9:10am when they apparently figured what was wrong with the credit card machine. The 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 aware. The customer would need to report it to Repair in order for the issue to be resolved. For 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 #[redacted].
 
Unfortunately there has been an email outage. TDS Repair reactivated the old email accounts. Should there be any further problem Mr. [redacted] should contact TDS Repair. We apologize for the inconvenience.
 
Thank you.

Response to file# [redacted].
 
The marketing letter does not state that the price includes HD. It does not mention additional services and what their charges may be either. Our 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 placed. We offer most channels in both SD and HD. They 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 HD. It appears some TV service providers are beginning to include HD with their package price. I 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 decision. Our Sales advisor reached out to Mr. [redacted] to go over the plan options. Mr. [redacted] was not interested in service with TDS at this time. We apologize that it was not made more clear on the marketing letter that HD was not included.
 
Thank you.