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Review by hownowbrowncow7 
Posted: 9.1 years ago
member for 9.1 years, 3 visits, last login: 9.1 years ago
 Madison,Dane,WI
 Contract price not specified.
 TDS Metrocom
CLEC party: TDS Metrocom
 "The service is fast and reliable once it is up."
 "Anything related to installation and customer service."
 "I gave up and went with cable access."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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I was excited at first to get DSL. I was moving to my new apartment and had called TDS Metrocom to install phone and DSL service. When I called their service number, the costomer service person suggested I sign up through their new online signup process because it was a very busy time for them. The signup process was easy enough, and the online information said I would be contacted "shortly" about when installation would be. Now, I admit it was only a week before the date when there is virtually %100 turnover in downtown apartments because all leases started August 15th when students start moving in for UW-Madison. I expected I might have to wait a while before service would be installed. I had not been contacted in the week since I submitted my request, so I decided to go elswhere for phone and internet service. Around September 10th, over four weeks since my original request, I received a notice in my mail that TDS was now ready to install my phone and DSL services on September 19th. 6 week turnaround--wow! I personally know people who have ordered the service in early August who have not yet been set up.
On another note, TDS Metrocom is the provider of DSL at my place of employment. I called today about service that had been down since yesterday afternoon. It took about two and one half hours of being passed from phone number to phone number, I finally reached somebody who could help me. The final person I spoke with was at least friendly--not like the others. I am sure she was following her protocal, but it took a half hour to verify that the three computers in our office had the correct OS settings--never mind that it had been working nearly perfectly for almost two years with no changes to OS settings. I do have to say that once I reached the apropriate tech support person, she was very helpful and a nice change of pace from what I have dealt with up to that point.
On yet another note, the place where I work also contracts with TDS Metrocom to provide DSL services to over 400 resident subscribers. In the particular building I'm at, about half of the subscribers have yet to receive service ordered between early August and the first week of September. Today, a subscriber called TDS Metrocom to complain that their service had not yet been installed. The serviceperson they reached called me, with the complaining subscriber on the line, to berate and blame my place of employment and my supervisors for doing nothing about installing the customer's DSL service. First of all, I found it incredibly unprofessional to pull this kind of stunt with a common customer on the line. It sent the message to me that they don't care one bit about the customer or customer service. Second, the serviceperson outright lied when he stated nothing was done from our end. I know that this customer(and others) contacted us numerous times about their difficulties, taking up hours of our time. What reason would we have to delay action? Perhaps we enjoy two hours of irate calls each day from customers upset about DSL service installation problems? Third, one would think that providing a large number of subscriptions would command at greater level of customer service, at least a little bit of respect. Fourth of all, the tech support person whom I called for the problems with the business DSL lines let out that TDS had been receiving numerous calls from our building regarding their DSL service. The suspected reason for all the calls was an "internal wiring problem". If this is the suspected cause--why the phone call stunt? Especially since TDS is doing all the wiring installation.
As I originally said, I WAS excited about installing DSL service at my apartment. I've seen TDS's service in action, and when it works, it is great. I saw the trainwreck coming where I work and got off before I even moved into my new apartment. I went with Charter's cable internet access which was installed and working in one week--no problems whatsoever and great customer service. I know that TDS Metrocom and Ameritech(the provider of TDS Metrocom's data loops) have had problems recently with installations in Wisconsin--particularily in Madison. My case of 6 weeks for turnaround is not too unheard of in the Madison area. Thankfully cell phones are now much more competetively priced. If I were to recommend one thing to somebody trying to install DSL service in Madison it would be--DON'T DO IT. I would at least wait until January or February before I go with TDS--not that there is any other choice in Madison at this time. TDS Metrocom should be better at installation and trouble shooting when there isn't a huge backload of installation and service calls.
Well--I feel much better now 
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Review by (hidden by request)
Posted: 9.5 years ago
(review was emailed from domain tdstelecom.com)
Madison,Dane,WI
$40 per month (12 month contract)
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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Fast reliable service ----5 stars once you get hooked up
4 stars during the process ....
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TDS
