TDS Telecom Customer Service Issues

Subject: Recent TDS Customer Service Experience Name: S. Z., Phone: [redacted] [redacted] Bender Blvd. Unit 8, Hobbs, NM [redacted] Account #: [redacted] In the past six weeks, I have spoken with about 6-8 TDS employees regarding a sudden increase in my bill by $50.00 a month. Upon learning my previous discount had expired, a representative kindly set up a new discount reducing my bill by $30/month for a year. However, subsequent interactions with TDS specialists led to further adjustments, resulting in confusion over my bill total. Despite multiple conversations, it seems the promised monthly credit was a one-time adjustment, contrary to what was initially offered. This inconsistency has left me feeling disappointed and frustrated with TDS's service standards. I have faced challenges with slow internet speeds under TDS's management, which were only resolved recently, and this billing issue adds to the ongoing problems. I hope we can find a satisfactory resolution to this matter. Thank you, S. Z.

Subject: Recent Experiences with TDS Customer Service During the past month and a half, I have contacted TDS and spoken to approximately 6-8 representatives regarding my increased bill. Initially, a representative informed me that a discount I had received for 2 years had expired. After seeking another discount, my bill was reduced by $30/month for 12 months. Following a recent bill, I called again and was transferred to a specialist who provided further adjustments, resulting in a new bill of $[redacted].48. However, in a subsequent call on 4/2/[redacted], I was informed by another representative that the new monthly bill would be $[redacted].19, without the expected $30 credit. Despite the pleasant interactions with TDS representatives, I am disappointed by the conflicting information provided. Additionally, I have experienced historical issues with internet speeds under TDS management. Thank you, Sher Z. Hobbs, NM *Note: I provided my contact number, but did not receive the verification code sent to my email address [redacted]

Subject: Regarding recent communication with TDS Hello, I have had multiple interactions with TDS employees over the past month and a half regarding significant increases in my monthly bill. Despite the courteous service I received from your representatives, there seems to be confusion regarding discounts and adjustments promised to me. After various conversations, it appears that the initial agreement of a $** discount for the next ** months has been altered without my consent. I am disappointed with these inconsistencies, especially considering past issues with slow internet speeds that were only recently resolved. The lack of clarity in billing and changes to agreed-upon credits have caused frustration. I kindly request that TDS Telecom honors the original agreement made regarding the discount for the next ** months. Your attention to this matter and prompt resolution would be greatly appreciated. Best regards, S.Z.

I was informed on Monday April 1st that I would receive a new modem for my wireless service on Tuesday April 2nd for $12.95. I agreed and even rearranged my schedule to be available for the delivery. When I called at 5pm, I was told it was out for delivery, but upon checking the tracking number, it was never picked up. Now it's Thursday and I still haven't received my modem. I plan to charge for exceeding data on my cell phone due to the lack of wifi and deduct the days without wifi from my bill. I would appreciate if your team had been honest from the beginning. Alternatively, you can send a technician with the modem on Friday. I can be reached at [redacted] until 6am, after which I will be contacting your offices regularly. Thank you, Michael M.

I previously informed your representative at the Alamogordo store about my concerns, but unfortunately, I did not receive a satisfactory resolution. Initially, when setting up my internet service, I clearly communicated to the agent that I preferred a pay-as-you-go service rather than a fixed plan. Despite assuring me that this arrangement was possible at $48.49 per month, I was shocked to discover that my recent bill amounted to $72.30. The agent today explained that the increase was due to the expiry of my introductory offer. If the first agent had disclosed this information, I would have explored other options. I kindly request that you honor the initial agreement of $48.49 per month as promised by your representative. Thank you.

On Saturday, I experienced an issue with my DSL service, but there was no phone service available for me to contact support. After speaking with a neighbor facing the same problem, I had to leave my house to call support and waited for 30 minutes on hold before being told that no service personnel were working on weekends and assistance would only be available on Wednesday. The following day, a service person explained that the phone outage was due to a lightning strike affecting 36 customers. Suggestions for improvement: Ensure that support agents inform customers of multiple outages being addressed promptly, provide a way to report phone outages online, and reduce the wait time for reporting outages without requiring agent assistance.

I have previously contacted you concerning my internet service issues. Despite receiving and installing a new modem after my last call, the problem persists. The service remains intermittent, with interruptions during use, brief reconnections, and eventual complete outages lasting several hours. My wife is considering switching to a different provider if this matter is not promptly addressed. We expect the service to be stable without any more dropouts or prolonged lapses. Please ensure a consistent and reliable connection to avoid service disruptions. Failing to resolve this may result in terminating our service with TDS. Currently, the internet is functioning. Thank you.

Since October 3rd, I have been experiencing ongoing issues with my internet, phone, and TV services in Bend, Oregon with BendBroadBand. Ever since you acquired the company, there have been constant problems. I went without phone service for 10 days, and my caption call phone is still not working. Both my phone and computer indicate that they are not connected to the internet, requiring me to reset the WiFi adapter repeatedly. Despite three technician visits, the problem persists. Each time I call the customer service number ([redacted]), I wait on hold for up to 30 minutes only to struggle to understand the representative due to background noise and other voices. I pay over $[redacted] a month for these unreliable services. If these issues are not resolved within two weeks and I am not reimbursed for the interrupted service, I will have no choice but to switch providers. My decision will impact my local and online community who are keen to see how these problems are addressed.

My father, Glen D., needs to cancel his TDS internet service by 12/30/[redacted] as he has signed up with a different provider. The TDS account number is [redacted]. I would appreciate a prompt response and to have this resolved as soon as possible. I have already spent 2.5 hours on hold with TDS customer service, so I am hoping this will be more efficient. Please inform me of any necessary details needed to proceed with the cancellation. Thank you in advance for addressing this matter swiftly and thoroughly.

It appears there has been an error in charging me for long-distance calls by the minute, which I have never had. TDS is claiming I owe $1,[redacted].00 for this service, resulting in a suspension of all my services, including home phone and internet. I believe this is an example of long-distance slamming. I have been trying to reach out for help over the past two weeks, calling daily and waiting on hold for extended periods. Currently, I have been on hold for 10 minutes today after attempting to speak to someone since 8:00 a.m., and it is now 8:36 a.m.

Subject: Displeasure with TDS Television Advertising I am writing to express my frustration with the continuous stream of mail I have been receiving from TDS encouraging me to subscribe to their Television service. While I am content with my current TDS Internet and Phone service, the misleading cost information in these advertisements is troubling. The frequency of these mailings is excessive and gives the impression of being a final notice for an overdue bill, which is disconcerting. Should I receive any more deceptive advertisements, I will not hesitate to escalate this matter to the Better Business Bureau and Congress. The visual appearance of the mailings is reminiscent of overdue notices, causing unnecessary confusion. I am contemplating discontinuing my autopay setup and considering my options regarding your services.

Since April, I've been attempting to have my service installed. I was assured that my previous bill wouldn't hinder the installation process and that any outstanding balance would be included in my first bill. Despite this, even after paying $[redacted], my service appointment in May was not scheduled due to an error on your end. Today, I was informed that my service wouldn't be installed because of the same past bill. Additionally, the customer service representative I spoke with was unhelpful and ended the call abruptly. I would appreciate a call back as I'm relying on assistance from my church to cover the installation fees and past dues, which were promised to be combined with my first bill. Without service, it's challenging to resolve this matter.

I recently spoke with a TDS representative regarding a mistake I made. I inadvertently sent Dish Network's equipment to a TDS address. I had been anticipating a return box from DISH, not TDS. Upon receiving a box, assuming it was for the Dish equipment, as I pay the bill through TDS, I was informed by the representative that TDS would handle returning the equipment to DISH. They also mentioned sending a return box for the TDS equipment, about which I was unaware. Once I receive the TDS return box, I will happily send back the equipment. Believing I had followed both companies' policies, I am now facing charges from both for unreturned equipment. I would appreciate any updates on this matter. My daughter informed me that a return box was sent to the wrong address at [redacted] County Road 83, Berry, AL. It was intended for delivery to my address at [redacted] Arkadelphia Road, Jasper, AL [redacted].

I contacted TDS in August regarding my low income and inquired about lifeline services, which they said were unavailable in my area. Upon receiving a bill higher than quoted, despite assurances, I found out about the lifeline program. I requested my service be disconnected due to affordability issues, but TDS did not comply. My attempts to resolve the issue were met with long hold times and unhelpful responses. I eventually had to agree to a payment plan to avoid negatively impacting my credit. Despite numerous issues and misinformation from TDS, I am now facing financial strain and lack of essential resources. I seek a prompt resolution and believe TDS should be held accountable for their actions. I urge them to address this matter seriously. Thank you for your attention to this issue.

I have encountered two persistent issues that need addressing: 1. While streaming via Roku or Firestick, I experience brief (1-2 sec) signal loss prompting a "no signal" message. This requires me to press a button on the remote to continue watching. This problem is exclusive to the living room wireless set-top box; the bedroom direct cable connection functions fine. 2. Despite using multiple remotes, they all start out okay but then decline, necessitating repeated button presses for functions like hopping through channels, accessing the DVR, and pausing/playing. With an RF remote, the frustrating regularity of this issue is becoming tedious. I wonder if other customers have voiced similar concerns. Could these problems be interrelated, potentially affected by the distance between the bedroom's direct box and the living room's wireless box?