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 has 52 locations, listed below.

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• 

  TDS

  525 Junction Rd Madison, WI 53717-2152

• 

  TDS

  1134 Gibbons Hwy The Summit Wilton, NH 03086

• 

  TDS

  20 Bean Rd Warner, NH 03278

• 

  Communication Corporation of Michigan

  212 S Webster St Augusta, MI 49012-9770

• 

  T D S Metrocom

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

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:09/11/2022

  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.

  Ever since we purchased tds fiber obtic we hAve been dissatisfied.My husband is disabled cant See to drive or Get round. We have to unplug from the boxandpug back everytimr. Worn out! Ive ask . Know one seems to know what to do. That is rediculous. If you call you wait forever or dont get a human

  Business Response

  Date: 09/21/2022

  Response to file# ********.
  
  I asked a senior Repair technician, *******, to contact ******************** to offer assistance. On 9/13/22 ******* spoke with ************************* who explained the problem is that she cannot get into email on her cell phone. ******* sent a link on how to set up webmail on a cell phone. ******************** indicated she would try when she gets home. TDS Repair is available 24x7 at ************ (888CALLTDS) or via our website at tdstelecom.com/contactus.We also have information on our website for customers at  tdstelecom.com/support including information on how to configure email for cell phones and other helpful topics.
  
  Thank you.

• Initial Complaint

  Date:09/11/2022

  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 called to cancel services I wanted only internet service told just for internet my monthly fee was going to be $54.99 bill came charge was $99.99 plus taxes. On August 9, 2022 at 3:09pm I called to asked about the charges I was hung up on twice phone picked up then disconnected called a 3rd time now been on hold for over 40 min both times then finally transferred to someone that said she was "NOT" the specialist I need it to talk to someone else then on hold for **************************************************** 24 hrs. As of today 9/11/22 still waiting for that call. I have the names of the Specialist if need it. I just wanted the price to reflect what I was quoted. Please help!!!

  Business Response

  Date: 09/13/2022

  We are sorry to hear of Mr. ********* dissatisfaction. Our advisor spoke with ******************** on 9/12/22 and reviewed his quote of $84.95 for his 300M internet from 8/30/22. They discussed his billing including pricing and late fees. This issue is considered resolved. We apologize for the inconvenience.

• Initial Complaint

  Date:09/08/2022

  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 moved to a new address and signed up for internet service. It was a promotional offer for three years. I received an email saying my order could not go through because the address already has service. I then realized I had put in the wrong address. I put the property next door (375) and not mine (377). I called thinking it was a simple fix as it was one digit. Imagine my shock to find out that if I want the same internet it would be $40 more a month. I asked for a supervisor and was told thats the way it is and each property has their own price. I explained this property is no more than 100 ft away how is this possible. He just cut me off saying that he cant do anything. I told him I wanted his supervisor and he let me know there was no one above him. I just want them to honor this promotion that is available. I did check a friends address down the road and he was eligible for the exact same rate. I dont see how I am the only address that cant qualify for the rate given my location to all these addresses that can.

  Business Response

  Date: 09/14/2022

  Response to file# ********.
  
  It seems that the location was not set up properly in our records system so it did not initially appear to be in the same serving area as the next door neighbor at 375. That caused the service plan options to not be the same. Service options may vary by area. Our advertising disclaimer Certain services not available in all areas. Price may vary by serving area and is subject to change without notice.. We have corrected the records error. Our records show that there was service at this location which was very recently disconnected. Existing customers are not eligible for new customer promotions.********************* placed a new order for service with an eligible new customer promotion on 9/9/22.
  
  Thank you.

• Initial Complaint

  Date:09/08/2022

  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 cancelled my service with TDS. When I cancelled I was told I had only 1 invoice left to pay which was for the current cycle. When I received notice that I had an invoice due I tried to go on to my online account to view the invoice and submit payment. I was surprised to find that my account access has been denied and I was no longer allowed to access my account details (to include my billing statements). After waiting on hold for over an hour with customer support I finally was able to get the information needed to submit my final payment. 2 weeks later I received another email indicating I had a new balance due. I called TDS once again to find out why I had a balance due as I sent in payment for the last invoice. After being on hold for over an hour again I was told that I had another billing cycle that needed to be paid for (new information to me). When I questioned the charges and requested my last two monthly statements to view the charges I was told I would be charged $5.00 per monthly statement. I do not understand how a company can expect a customer to pay an invoice that they never received (due to the company blocking my access) and then charging the customer $5.00 per invoice to be able to verify the charges. I find this to be extremely poor business practice and refuse to pay this last invoice until I am provided with the invoice and payment history on the account.

  Business Response

  Date: 09/14/2022

  Response to file# ********.
  
  The September bill shows the final adjustment for the disconnection. As the August bill amount covering 7/7/22-8/6/22 was paid on 9/2/22 and the bill cut off date for the September statement had been on 9/1/22, ************** will receive another statement on 10/7/22 showing the payment towards then balance and a small credit balance on her account for over-payment. The credit balance will then be refunded. The final bill will come by mail. When the account is disconnected, this ****** the online billing account and the account then defaults to paper billing for final billing. We can mail a Billing Treatment history. I apologize for the inconvenience.
  
  Thank you.

  Customer Answer

  Date: 09/18/2022

  [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:09/08/2022

  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 contacted TDS first at the end of July. I have scheduled four installation visits, each time taking a day off work to meet the installer. They don't show up, with no communications. When I call they tell me they need something else to prove my address. So far I have sent them my License, my Gun permit (it has a pic), a copy of last years taxes, and the deed to my house. All in my name with my address. ???? I don't understand why you continue to make appointments and not show up. I live in a rural area and this is literally the only internet company. Public service company? You owe me four days of pay. I could work at home...if I had internet!! I have spent hours on the phone, collected documents, scheduled appointments...for nothing. I have no tv, no internet, no home phone. I have talked to supervisors, and if I can figure out who else to talk to I certainly will, but I'm really done with scheduling appointments and wasting my time.

  Business Response

  Date: 09/14/2022

  Response to file# ********.
  
  Due to an unresolved debt at this location with the last name of *****, we asked for residency proof documentation from ************** that she is a new resident and has no relationship to the other Goulds account. To resolve this we are looking for an electric or other utility letter or statement that shows ************** established new/recent service. Our **************** senior advisor left a message for ************* on 9/12/22 of what information we are seeking and resent a link via text and email of where the documentation may be sent. I apologize for the inconvenience.
  
  Thank you.

• Initial Complaint

  Date:09/06/2022

  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.

  I have several issues that I am requesting be addressed. I signed up for TDS service in April 2022, returning long-time customer, after trying and being unsatisfied with another provider. The process of returning to TDS has gotten off to a rocky ****** I signed up for a promotion where 3 months were free but was unaware that I had to call in to be able to pay my bill online (I could login to my account but could not see or pay bills). Once that was addressed, I also asked to have the home phone service removed from my account since we had gotten used to not really using it (since it was never setup correctly during the trial with the other provider). At that time, it was also agreed to credit fees that I had been charged, $35-40 at that point. So when that happened, I was told I would have to call back in again, since the home phone was being removed. After multiple attempts to do so, I finally got through today in a reasonable amount of "on-hold" time and had the access restored so I could view and pay bills. The current balance on my account was $459.92. I went ahead and paid $314.72 but was disappointed to see that (1) the fees were never removed as stated during prior phone call; (2) I am still being charged for home phone service, so I am filing this complaint so that it can get to the appropriate personnel to make this happen. The credits that I am now requesting total $145.20 which would balance the account to zero (as of today) and involve the late fees on the 6/21/2022, 8/21/2022, and 9/21/2022 bills, 2 reconnect fees on 7/21/2022 bill, and phone charges on 8/21/2022 and 9/21/2022 bills. Further, any phone charges on future bills (and the phone service) need to be removed per my prior request. Thank you for your assistance in getting this to the appropriate person with TDS.

  Business Response

  Date: 09/14/2022

  Response to file# ********.
  
  On 9/7/22 our **************** senior advisor ***** contacted ************** to go over his account and offer assistance with the service change and back dated the phone charges to 7/19/22. She also offered a courtesy credit of $40.00 for disputed fees. ***** will follow up again to make sure the bill changes are correct for the next statement
  
  Thank you.

• Initial Complaint

  Date:09/03/2022

  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.

  They are selling people an internet service that is so unstable and unreliable that I can't even have my online classes at home. I have to travel all the way to my school to take online classes in their library. They are a local monopoly and are charging $120/month for their fastest service, and that service doesn't even work. Either they need to actually start delivery the service they advertised, "Stable high speed internet," or they need to be fined or hand out refunds. It can't be legal to lie about your service like this. You can see in the screenshot that all of their servers are just completely not working, and it's been like this for six months.

  Business Response

  Date: 09/14/2022

  Response to file #********.
  
  The last trouble report was on 7/5/22. ****************** reported internet service was not working. The account had been suspended for non-payment. He indicated he would have the landlord call. The prior trouble report had been on 6/22/22 where ***************** was getting inconsistent ************** indicated that the next step would be to set an appointment for our technician to test; however, the customer indicated they would not be home. Prior to this our technician had visited the home on 5/31/22. The technician was able to test with no errors or packet loss from the network interface and the TDS supplied modem. As a precaution the technician replaced the interface filter, a *****************, and the modem cable. The technician completed a successful speed test as well. The customer also verified working service. ****************** may contact Repair at ************ (888CALLTDS) or at tdstelecom.com/contactus. Our ***************** is available 24x7 to offer troubleshooting and to help optimize the connection. If needed, they can arrange for an appointment for our local technician to assist further.
  
  Thank you.

• Initial Complaint

  Date:09/03/2022

  Type:Order 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 had TDS internet service for years, then last year around July 2021, they contacted me and told me, at our residence, which is not a business, that I would, have to change to their ***************** saying we were going over our data cap, even thought it was advertised as unlimited. I argued with them about this, and they told me if I did not change they would shut our internet off, needless to say, we had not other internet option. So, our bill went from $90 a month, to $210 a month, and also our speed was cut in half. A year later, another fiber service became available, for $65 a month. I contacted tds it ask if they would price match it, and they told me no, so I signed up for the new service, and cancelled tds. I just got a bill from TDS today for $1296 stating a contract penalty. This is ridiculous, they did nothing to actually change our service, except raised our bill and lowered our speed, which had already had for years. Continually telling us they did it because we were going over our data cap, which was and still is advertised as no data caps. I got an advertisement in the mail just in the last few days from them, stating no data caps, and only $60 a month. They are running a scam here, I swear they knew a year ago we had no other choices for internet, so they racketeered us into changing, threatening to cancel our service since they knew we could not get internet anywhere else. What in the world would a final bill of $1300 be covering, this is the most ridiculous form of theft ever! There is zero cost to them, modem was returned by me. They already got over $200 a month for a year for internet from me, and now they want $1300 more, because they forced us to change, and falsely advertised there internet as unlimited.

  Business Response

  Date: 09/14/2022

  Response to file# ********.
  
  Our Terms of Service and Acceptable Use Policy provide disclosures about bandwidth usage restrictions and excessive bandwidth usage. This policy and terms are available on our website. **************** residential account showed excessive/unusual bandwidth usage and we issued a warning letter. Customers who continue to show excessive usage, we recommend switching to a dedicated business account. **************** signed a business contract and business service was established on 7/30/21. **************** cancelled the contract on 7/21/22. An early termination charge applied. Should **************** need a copy of the contract or assistance with the contract terms he may call our Business Sales and ****************** at ************.
  
  Thank you.

  Customer Answer

  Date: 09/16/2022

  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.
  
  That is ridiculous, I know I signed a contract, one they forced me into.  They advertise their service as unlimited/no data caps, yet even here they say they policies have acceptable use limits.  How do you have limits if you advertise it as unlimited.  We had no other options for internet, so yes, they forced us to change and pay 3 times more for internet service.  They are running a racket, and they know it.  They know they are duping customers into joining by telling them unlimited, then knowing they dont have other options, force them to change and pay three times the amount for internet.  Why do they have such a ridiculous disconnect fee? We already had service, they didnt do anything to change us over, yet they want us to pay $1300 to disconnect.  That is completely absurd.
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/27/2022

  Follow up:
  
  We gave the customer the option to reduce his bandwidth usage to retain the residential service or to change to a dedicated business service plan to be able to continue with high bandwidth usage. CenturyLink has similar terms of service concerning excessive bandwidth usage. **************** was not forced to sign a contract. He could have declined if the contract terms and rates were unacceptable to him. Alternative internet service providers were available at his location such as CenturyLink, satellite, and wireless providers. Our records show that we provided information about the contract early termination charge on 5/6/22 and 7/21/22. **************** was aware of the termination charge when he cancelled service on 7/22/22. We do not advertise that our residential internet service has unlimited data. We are advertising that our residential internet has no data caps, which means that there are no data overage charges. Our advertising includes a disclosure  Services subject to TDS Terms of Service at hellotds.com/tos, TDS Privacy Policy at hellotds.com/privacy, and TDS Acceptable Use Policy at hellotds.com/use.

  Customer Answer

  Date: 09/29/2022

  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.
  
  This is incorrect again, they did not tell me I could lower my data usage, I was told my service would be disconnected if I did not change.  No data caps, and unlimited data are the same thing, and would mean the same thing to a customer.  I just received another advertisement in the mail yesterday advertising ******* Caps, yet again, you told me you would disconnect my service if I did not change to a business plan.  There were not other options to change to at the time.  Centurylink was not available at our address at the time, neither was wireless, and satellite internet is a joke. So yes, you advertise as ******* caps, but then you told me you would disconnect our service if we did not change to business.  Your fees to cancel are egregious, and are not justified other then you stating, it was in the contract (you forced us into), and that you can charge them.
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/10/2022

  Follow up # 2.
  
  I am sorry **************** is dissatisfied and that the term data cap is confusing. Over the years, for consumers of internet services both wireline and wireless, it has been known that either your data is cut off (blocked) when you reach the total capacity allowance amount or cap of your data usage subscription plan or the speed is greatly slowed down (throttled). We do not throttle or block data for reaching a bandwidth capacity allowance or charge for data plan usage overage (i.e no data cap). This does not mean the same thing as unlimited data. We are not advertising unlimited data. All of our advertisement for our internet services include a disclosure about services being subject to our Terms of Service and we provide the website location for this information.
  
  The average residential customer uses approximately ****** in a month. Mr. *********** was ten times that amount when we sent him the notification letter. The notice letter provided the following information:
  In order to ensure the best Internet experience for all customers, TDS actively monitors its network for excessive bandwidth usage. In doing this, we discovered an unusually high amount of Internet bandwidth is being consumed at your address. We want to bring this to your attention, as you may not realize it is happening (see back for possible reasons).
  Your bandwidth usage is above and beyond what is considered normal usage (see hellotds.com/tos, Section 14).
  In fact, it is so great that it could be impairing our ability to provide service to other TDS customers in your service area. This could cause those customers to experience slower network performance.
  Please take the necessary steps to reduce your bandwidth consumption. Your usage needs to be dramatically reduced, or you will need to switch to dedicated Internet service from TDS. If you do not switch to dedicated service and continue to exceed the bandwidth-usage maximum, we will be forced to disconnect your Internet service.
  Thanks for your attention to this matter. Questions? Call TDS at **************.
  
  Regarding the final commercial account, contract disputes would need to be discussed with the Business Sales team.

  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.
  
  TDS is using technical jargon to confuse consumers, and they know this.  Also, according to TDS, we were going over there "Data Cap", during COVID, when kids were being schooled from home.  We have 6 kids, all in school, so yes, we may have gone over their "Data Cap", sometimes.  When you advertise "NO DATA CAP", then you tell consumers, you went over your DATA CAP, it doesn't matter what Technicalities you want to put on it, it is FALSE advertisement.  Even in your response, you state that it is confusing to consumers the difference between no data cap, and unlimited data.  So why make it confusing?  So you can bully them into paying more, that is what you are doing!

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

• Initial Complaint

  Date:09/02/2022

  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.

  I disconnected my service almost 3 months ago, as we sold our home. I have just been notified by TDS that I owe for the last 3months. I have spoken with TDS for over 1.5 hours trying to resolve this, but their stance is that they show nothing in there records that I called, thus it is no their fault and I owe them for the 3months. Unless I can prove to them that I did call.

  Business Response

  Date: 09/12/2022

  Response to file# ********.
  
  We do not have any record of a call from ************ in the month of June. As a phone company, we have switch records to check this. Our switch records show we called ********************** on 4/25/22. ********************** called Repair on 4/27/22. ********************* called us twice on 9/2/22. We called ********************** on 9/9/22. Service was established on 3/21/22 and we have record of only payment on 5/12/22. ********************* signed up for certain account notifications and electronic bill statements.On 5/17/22, 6/18/22, 7/17/22 we sent bill statement notices to ******************** On 5/3/22, 6/2/22,7/3/22, and 8/2/22 we sent a payment reminder via text and email ********************** On 5/10/22, 6/9/22, 7/10/22, and 8/9/22 we sent a past due notice via text and email. On 7/20/22 we sent a disconnection notice by mail. Service was suspended on 8/3/22 and then permanently disconnected for non-payment on 8/15/22. On 9/2/22 our **************** senior advisor offered to check our call records when ********************** indicated that he had called in June to cancel service. Our senior advisor left a message for ********************** on 9/9/22 to inform that no calls were found and that she was not able to apply any credit. If the call to us was made from an alternative number, we could check our switch records for that. I am sorry that ********************** is dissatisfied,but he is responsible for the bill for the service provided.
  
  Thank you.

• Initial Complaint

  Date:08/31/2022

  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 have been without online services for almost 2 weeks. I depend on my services for health reasons. Not just me but my Healthcare team uses it as well. I'm unable to reach out to my Healthcare team due to something wrong. I have spent several hrs talking to an online tech that says the problem is not with my router,modem or equipment. It is on the pole.

  Business Response

  Date: 09/12/2022

  We are sorry to hear of ******************** dissatisfaction. Service was restored on 9/8/22 and a work order was placed to bury the drop wire. We apologize for the inconvenience.