Complaints

This profile includes complaints for TDS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  TDS

  525 Junction Rd Madison, WI 53717-2152

• 

  TDS

  327 Palisade St Merrimac, WI 53561-9442

• 

  TDS

  PO Box 40 Merrimac, WI 53561-0040

• 

  T D S Metrocom

  791 Kenmoor Ave SE Ste 102 Grand Rapids, MI 49546-8625

• 

  T D S Metrocom

  Lower Level, Suite 120 5220 Lovers Ln Portage, MI 49002-1599

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TDS is a Total SCAM, especially when it comes to canceling their services. Doesn't Pro-rate. Hangs up on you??? Doesn't Honor their word when they say you owe nothing. I had service for 6 years with this company & having outages constantly was frustrating, but it was a great price for the first three years, then it just kept going ** in price. I finally canceled on Sept 19, I actually asked to have it until the 21st & asked if they pro-rate, they said No they don't pro-rate, I said I'll cancel today then (20th was next auto payment). I asked if I owe anything & was told I didn't owe anything else & wouldn't be billed anything else & Thank you for being a customer. A couple days later I get an automated email stating I owed $55.20 . I figured their system didn't update yet. Then I get another automated email on Sept 25 that says "Your TDS statement, dated 09/23/2022, for your account, is now ready for viewing. The amount of $65.70 is due on 10/18/2022." Then today I get another automated email "Our records indicate that your account has been delinquent for 35 days. The amount delinquent is $55.20. Your payment amount due is $65.70. We would appreciate your prompt action to rectify this situation".I called & told them the situation, got passed around to 3 different people. ******** care girl said after talking to supervisors that I wouldn't be charged & that I won't receive any other bills & that she'd like to call back in 20 minutes to confirm that information. I get a call back & she says I owe the full amount even after two girls told me I owe nothing. I asked to talk to a supervisor as you & the other girl both lied to me about not having to pay anything, she said if you don't pay we will send you to collections. I said I'd like to talk to a supervisor now, I don't want to talk to you anymore. She Hung Up on me???What a Horrible business to work with. The last week before my service ended I had no internet *************** for 20 minutes to an hour.

  Business Response

  Date: 10/10/2022

  Response to file# ********.
  
  Our **************** senior advisor reviewed the account and determined that we could provide a courtesy credit for the remaining balance of $55.20 due to an apparent miscommunication.
  
  Thank you.

  Customer Answer

  Date: 10/12/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************

   

  Thank you, I appreciate that. Yes, the miscommunication was frustrating, especially being told something & then reversing what was said.

   

  I appreciate you ending my 6 year time with you on a good note.

   

   

  
  

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm sooooo NOT a fan of TDS Telecommunications LLC /TDS Fiber. Besides the repeated junk mail every week, my kids alerted me to something on our side yard. Being a bit crippled, I hobbled on out there to figure out what was going on and I came out to this First of all, I'm very happy with Sparklight for my internet and wouldn't change services anyways but... they spray painted my lawn, spray painted the sidewalk, even over sprayed onto my house AND thankfully they left their flags so I knew who did it. Seriously?! Wrong house, wrong lawn. They didn't even bother to knock or ring my doorbell to make sure. They definitely got the wrong house.I called the company and they said someone will be out in a week to take a look. I advised her that when my boys go to mow the lawn, I'm going to instruct them to remove the flags and I'm not waiting a week for someone to come out to "take a look". I told her I'd be happy to send them pictures and video surveillance of what they did but she said that "wasn't necessary." I then told her that someone needs to come out ASAP to clean it all up. This is not what I need. They had already done their "setup" in April for our whole neighborhood and ruined people's yards and sprinklers with no repair in sight, so this incident was purposely targeted at my house.

  Business Response

  Date: 10/12/2022

  Response to file# ********.
  
  We asked our local contractor (Westshore) to investigate. ************************* of Westshore determined that the ***********. (buried cable locator company) was responsible for the paint. ****** contacted ************ on 9/30/22 to inform that he would contact ******* to address this matter. He is awaiting a response of the resolution from *******. I apologize for the inconvenience.

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  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.
  
  I was told over the phone by the TDS rep located in ************** that they would come out and rectify the situation and they have not.  I was also promised that it would be within a week's time, it was not.  It is now 14 days past the initial contact from TDS rep and I have taken action to clean up my own property so as not to be additionally fined from my HOA and I require compensation for our continued inconvenience!  The paint that was over sprayed onto our house has not been successfully removed and we request it be cleaned up immediately!

   
  Regards,
  
  ***********************

  Business Response

  Date: 10/19/2022

  Follow up:
  
  Unfortunately,****** has not yet received a response from *******. He has left several messages for ******************* Public Relations/ Complaints for ******* *************)and for their Operations Manager *********************** *************). Neither TDS nor our vendor Westshore requested a cable locate at Ms. ***** home. It appears that ******* completed cable location at the wrong home. They are responsible for the damage.

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I called TDS to inform them that I was requesting a cancelation of service as of today Wednesday, September 28, 2022.I was told by the representative that they would send me a box to send the equipment back to them.They will charge my account until October 21, 2022.I stated I should get a refund since I would not be using their service as of today September 28, 2022.The representative stated I could not get a refund. The representative told me to might as well keep using the service since I'm being charged for it.I have already signed on without another provider, so I do not want of need TDS service. I strongly disagree with their policy, since I'm no longer using their service I should not have to pay for an entire month.

  Business Response

  Date: 10/03/2022

  Our services are provided and billed as a monthly subscription. Customers who cancel midway in the subscription month are responsible for the full subscription month. It is the customers choice to cancel before the end of the subscription month and not use the full month that we offered. This policy is alignment with the communications industry. Our Terms of Service state 3.5. Subject to restrictions under applicable law, if any, You shall be responsible for the full monthly charges (without pro-ration)for those Services that are offered on a monthly subscription basis to which You are subscribed, regardless of Your termination of such monthly Services prior to the conclusion of the respective subscription month. Notwithstanding the foregoing, pro-ration of monthly charges shall be permitted with regard to:(a) any active military persons who need to disconnect because of a deployment;and (b) TV and data equipment leased from TDS. Additionally, our statements provide this information: "Monthly Charges are listed by service type.Dates indicate the time period to which charges apply. Most service is subscription-based, which means refunds or credits do not apply if you cancel before the end of your billing period."

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tds customer for about 8 months because of where we lived they offered best speed. We were always on time with our payments and when I called to have our service disconnected because we were moving she explained they would be mailing us a box to return our equipment. We received the box and packed up the equipment safely in the box and returned it at the local *** drop off store and 2 months later receive a statement saying we owe a remaining balance of ****** but I also had a credit from a previous bill of ***** so anyways I called TDS and ask them about it and she tells me they checked here inventory and they never received the equipment back so unfortunately theres nothing they can do because there system shows I still have the equipment I have to pay for it and there nothing I can do about it since I have no record of proving it I am an honest person and I feel like I have been scammed.

  Business Response

  Date: 10/04/2022

  Ms.*********** account has been credited for the returned modem.  This credit will appear on her October bill.  The final bill will reflect a credit balance of -$53.82 and a refund will be issued.  We apologize for the inconvenience.

  Customer Answer

  Date: 10/04/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ended service with TDS In may 2022 . Was told to return equipment with prepaid label and boxes . Sent the boxes through *** at mail & more in Kingsbay , had to pay an additional amount that the weight was over for the amount of equipment being returned and TDS claims to never have received the equipment and sent a bill $521 ! Still no resolution and they do in fact have our equipment!

  Business Response

  Date: 10/07/2022

  Response to file# ********.
  
  On 9/14/22 we adjusted the balance by $321.00 for the equipment. The customer had been billed $481.50 for equipment and only credited $160.50 for when the equipment was returned. This left a remaining amount of $321.00 for equipment.The customer also had a past due balance for service charges. The April bill amount included a past due amount for the prior bill period and current charges where the total bill amount was $379.12. ****************** paid $220.00 leaving a balance of $159.12 that carried over to the May bill. The May bill shows regular charges, which then would be adjusted as the customer disconnected service on 5/13/22. The June bill shows the adjustments for the disconnection and a charge for shipping materials. The remaining balance for service charges was $191.11. This balance is for valid charges and was referred to collections.On 9/27/22 ******* called about being billed for unreturned equipment. Our advisor explained that all equipment charges had been credited. Later on 9/27/22 ******** called about the $191.11 balance. Our advisor sent a copy of the bill. The customer may contact ******************************** at ************ regarding the final balance of $191.11 for service charges.

  Thank you.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a signed sales order for 1 GB service from TDS dated 8/22/22. Length of the contract was 3 years. ($50/month)I just received an email for my bill which said that the amount was approximately 3X higher than my agreement. ($149.14)I called their customer service people and they said that they could not honor this price any longer, but they could give it to me for about $90/month. I told them that this was unacceptable. They said there was nothing they could do, but of course they could easily change my billing. They said that they would disconnect my service if I did not pay the full amount. I said that I would never have switched service had I known they were going to change the terms.

  Customer Answer

  Date: 09/28/2022

  Thank you!  I also attached a signed sales order for the quoted price but I did not see that on the website.   I have attached it again to this email because I think it is important that you have it.  JK

   

  Business Response

  Date: 10/06/2022

  Response to file# ********.
  
  I apologize that there seemed to be a miscommunication or misunderstanding with the original sales order where the Sales advisor offered an incorrect promotional rate for the service on the order. There is no contract. On 9/27/22 our **************** senior advisor received approval to add the 36-month promotional rate of $49.95 for 1Gig internet, plus fees for a total of $52.94/month and back date the special promotional rate to 9/7/22 when service was installed. The upcoming October statement will show the adjustments.  

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  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.
  
  Thank you for your help.  While I WOULD accept their resolution, they have not followed through with it.  Please see the attachment showing that they are once again billing me for the amount of $93.97.  This seems to be a game with these people. I really don't trust them but hopefully you will be able to get them to TRULY adjust my billing.  In any event, I will have to wait another month to actually see that they have.
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/12/2022

  Follow up:

  As previously explained, the October bill will show the adjustments. The attached bill is the September bill. The September 25th bill is already issued. Bills are issued monthly. We cannot change a bill that has already been issued. *************** may pay less the amount he has in dispute. We will waive any late payment fee. Unless my calculation is wrong, looks like the adjusted amount will be $64 covering the time period of the September bill 9/7-10/24. **************** may pay $85.14 (the difference of the amount billed $149.14 and the amount expected to be adjusted with the next bill $64 for the September bill period). The September bill covers 9/7-9/24 and 9/25-10/24.Once **************** has the October bill, he may call ************ (888CALLTDS) or visit tdstelecom.com/contactus if he has any questions about the bill.

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my TDS ************ service over 2 months ago but continue to receive bills for services I have not received. I returned all equipment and have that documented, have called several times to confirm the account was complete with no further charges, but continue to receive mailed invoices for more money.Each time I try to call back to resolve the issue I am put on hold for over 1 hour. This time the bill is for $14.14 and I have been on the phone for 27 minutes already with no response. I refuse to send them money just because their computer generates a new bill. I finally got through to their finance office and they couldn't tell me what the charge was for.

  Business Response

  Date: 10/07/2022

  Response to file# ********.
  
  Our bills run on a set date on a monthly basis. They are not created on an ad-hoc basis when a customer makes a change. The service was disconnected on 8/19/22.The bill cut off for the August 22nd bill was on 8/15/22; therefore,the 8/22/22 bill does not show any change. The bill dated 9/22/22 shows the changes for the disconnection of service. There was also a new charge for the shipping materials for returning the leased equipment. On 9/26/22 ****************** called to dispute the shipping charge and our advisor provided a courtesy credit for the charge. This now leaves a credit balance of -$9.13, which will be refunded. We will issue another bill on 10/22/22 which shows this final adjustment and the credit balance. As long as the leased equipment is returned there will be no further billing charges and the account is considered Final.
  
  Thank you.

  Customer Answer

  Date: 10/10/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however my primary complaint still remains that I had to reach out to them 3 times to resolve the issue where at each phone call I was assured everything was complete and there were no more funds due. 

  Each time I tried to call them, it takes 30 to 40 minutes for someone to answer, then was transferred to someone else who I had to explain the problem. to again, sometimes several times. Had I not been persistent and stayed on the line, I am sure they would have sent the bill to a collections agency, ruining my perfect credit. So many hours lost due to their billing policies. 

  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ******************** since October 2021 for both internet and TV services. Within in the first few months we had to have multiple repair visits for TV issues. These TV issues continue to occur with us escalating the issues to a manager *********************************** who seems like a nice person but since September 1, 2022 he tells me they have identified problems in their network and he has stated he has shared these issues with his management and engineering teams but nothing is getting better. In fact it has gotten worse, we have been completely without internet and TV service for the past two days. ******* told me that he escalated a dispatch of a technician but so far we have heard from no one. It seems to me that we are receiving lipservice and nothing more since these problems continue to occur. Is there anything we can do individually to force TDS to resolve these issues? Yes I know that ultimately I can choose a different provider and I have shared those thoughts with *********************************** and this is certainly a very strong possibility. Thank you for whatever influence your company can have in assisting with our difficulties with TDS.Respectfully ***********************************

  Business Response

  Date: 10/07/2022

  Response to file# ********.
  
  I apologize for the service issue. A specialist technician is scheduled to assist the customer on 10/7/22. Our Repair supervisor provided a credit of $136.77, which appears on the current statement.
  
  Thank you.

  Customer Answer

  Date: 10/10/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TDS continues to add duplicated charges to my monthly bill and each time I called they told me it will be fixed in the next bill but it never did.On my bill dated 08/25/2022, under Internet Service, it listed three separate Cost Recovery Fees:PARTIAL MONTH BILLING 07/20-08/24 1 COST RECOVERY FEE **** FULL MONTH BILLING 08/25-09/24 1 COST RECOVERY FEE **** 08/25-09/24 1 COST RECOVERY FEE **** This is not a new fee - it has been a monthly charge and there's no reason for me to get two for the same month and also being 'partially' billed for the month prior. I called them on 08/22/2022 and the rep assured me they are aware of the issue of some accounts getting wrongfully charged multiple times for this fee and I should see a credit of ****+**** = **** credits on my 09/25 bill. However, on my 09/25 bill there's no credit, and I am still getting two separate charges for the same fee:09/25-10/24 1 COST RECOVERY FEE **** 09/25-10/24 1 COST RECOVERY FEE **** This is getting ridiculous. I consider this as TDS trying to take advantage of customers who don't pay close attention to their monthly bill.

  Business Response

  Date: 09/28/2022

  
  The billing correction will appear on the customers October 25th billing statement. We apologize for the inconvenience.

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  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.
  
  I found the response from the business unacceptable. This is basically the same response I got last month when I initially spotted the incorrect charges and contacted them. I was told that a billing correction will appear on my 09/25 statement and it obviously didn't - what made it worse is that the 09/25 statement has the same duplicated charge over again. My 09/25 statement is not due until 10/14, and I do not understand why the business choose not to correct and update the 09/25 statement, so I do not have to pay more than what I'm supposed to. I don't think it is the right practice for any business to ask their customer to pay an incorrect bill and then expect some sort of correction in the future. I would like for them to either 1) correct and update my 09/25 statement or 2) refund me immediately for the incorrect charges from both my 08/25 and 09/25 statements. 
  

  Regards,
  
  *************

  Business Response

  Date: 10/07/2022

  Follow up:
  
  The September billing statement has already been produced and issued. Bills are issued on a monthly basis on a set schedule. We are not able to change a bill that has already been issued. Billing changes and corrections appear on the next upcoming statement. The billing error has been corrected in our billing system.The October statement will show the credit adjustment for the billing errorthis is the refund for the incorrect charge. The credit adjustment refund will be $6.38 for the incorrect charge. The customer does not need to pay the disputed amount. We will not charge a late payment for paying less the disputed amount. We apologize for the inconvenience.

  Customer Answer

  Date: 10/10/2022

  Better Business Bureau:
  
  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.
  
  TDS need to explain where does the **** come from. I had been incorrectly charged for **** + **** = **** for my bill dated 08/25, and I was incorrectlycharged by **** again on my 09/25 bill. At the very least TDS owns me ****+**** = **** in total. And I also do not understand the part about no late fee for paying less than the due amount. What does this refer to? Do they mean that for the 09/25 bill I am oy expected to pay the amount less ****? I do not have any confidence on their billing system at this point and the bill is due in 4 days.

  Regards,
  
  *************

  Business Response

  Date: 10/11/2022

  Follow up # 2
  
  My apologies for missing a charge in my calculation previously. Correction, the billing correction/credit refund amount is $9.47 (**** + **** + ****). Additionally,the October bill will show a courtesy credit for $6.15 and for $**** credit that was requested on 10/11/22.

  Customer Answer

  Date: 10/20/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************
  

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just purchased a new home at ********************************************************** and signed up for TDS fiber internet and landline phone service. This installation took place on 09/16/22. I have not moved into this house yet and was unable to be present during the installation, but my father was there to let the technician into the house and stayed until he finished. I had a brand new set of cordless phones that I left in the kitchen, which my father gave to the install tech. The technician actually called me from my new house and asked me where I wanted the main base phone and I told him in the kitchen. He said, "Okay, no problem." Well, I went over to the house yesterday for the first time since the installation and THE PHONES HAD NOT EVEN BEEN TAKEN OUT OF THE *** AND WERE NOT HOOKED UP! I tried calling the phone number that TDS provided me for my new landline *************) and it said the number was NOT IN SERVICE. I was furious as was my father since he said that he GAVE the technician the phones to hook up and he waited around for almost 2 hours for the tech to do the install that he didn't even complete. I called TDS yesterday and was told there was "some sort of issue," but he couldn't tell me what and said that it "should be working by tomorrow." Well, it's tomorrow and it's STILL not working. Also, neither my father (who was present at the time of the install) nor I were told that there were any issues with the phone and my father assumed the technician had installed it and everything was up and running. NOT the case. This is BEYOND unacceptable and totally unprofessional. We do NOT appreciate having our time wasted and not being told that there was an issue with the phone service and I had to find out for myself when I went over to the house a couple of days after the install to see that my new phones that my father had given to the technician had not even been opened. They were still sealed shut in the box. I NEED THIS FIXED!!!!!

  Business Response

  Date: 10/03/2022

  Response to file# ********. 
  
  Customers are responsible for connecting their own home phone equipment. This is not done by our technicians. The technician will connect in-home the modem/router and WIFI beacons when this equipment is leased through TDS. We do not lease residential phone equipment. The installation was completed on 9/19/22 after resolution of a provisioning issue.Billing is effective as of 9/19/22 when service was confirmed working with a test call. It appears that there was initially a delay for the installation as the original due date had been 9/16/22. For the inconvenience and as an apology for any miscommunication, we have added a $40.00 courtesy credit.
  
  Thank you.