59
Questions?
Call 1-866-44-TDSTV or visit tdstv.com.
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Products and Services Offered
TDS TV Basic service offered by TDS Telecommunications Corp. (“TDS”) is
the lowest level of service available, providing 20 or more channels. It in-
cludes local programming and may include franchise-required channels.
Programming varies by community and is subject to change at any time.
TDS TV Expanded provides additional channels to the Basic. A customer
must receive Basic to be eligible to receive Expanded. Subscription to Ex-
panded also includes Music channels.
TDS TV Expanded Plus provides additional channels to Expanded. A cus-
tomer must receive both Basic and Expanded to be eligible to receive the
Expanded Plus. Subscription to Expanded Plus also includes Music chan-
nels. High-Definition (HD) programming is offered with Basic, Expanded, and
Expanded Plus for an additional monthly technology fee and requires a HD
set-top box.
Premium Channel subscriptions, like HBO
®
, Showtime
®
, Cinemax
®
, and
STARZ
®
, are offered for an additional monthly charge.
In addition to the programming services, TDS TV may also offer (at an ad-
ditional monthly charge) the rental of set-top boxes, DVR service, Video-on-
Demand, Pay-per-View service, high-speed Internet service, and telephone
service. TDS continually reviews programming options and frequently up-
dates the channel lineup. For the most current information about program-
ming included in the above tiers, please visit our Web site at www.tdstv.
com. All TDS TV tiers require a set-top box for each television. The electronic
program guide is included with any TDS TV subscription.
Billing Terms and Conditions
Services are provided at the rates and terms set forth by TDS at www.tdstv.
com and by local tariff, if applicable. All bills are due 30 days from date of
bill. If allowed under applicable tariff, a late charge of 1-1/2% per month,
or the highest permissible amount chargeable by law, whichever is less,
may be charged on any unpaid balance owed to TDS that remains unpaid
for 30 days or more after the date of the bill. For current pricing and avail-
ability of TDS TV products and service, please visit www.tdstv.com or call us
at 1-866-448-3788.
Requesting Service
Customers can request TDS TV service by calling 1-866-448-3788 or by
accessing information on our Web site at www.tdstv.com. Upon receipt of
request for service, customers will be advised of installation details and pric-
ing information. TDS does not require a downpayment or deposit to get
service. However, deposit payments may be required when possible fraud
is suspected.
TDS bills services in advance. Customers may see more than one line with
charges per service listed. This is true if the new service covers more than
one invoicing period. Information about reading a TDS bill is available at
www.tdstv.com.
Installation
All installations will be scheduled a minimum of 5 business days from the
time of order. This allows processing, network readiness, and underground
line location to be complete. Typical installations at the home will take 4–6
hours. A person 18 years of age or older must be present for the installation.
Access
Access to the customer premise is necessary. By ordering service, TDS has
the right to enter your property at the service address to install service, au-
dit, and repair and/or maintain equipment. By accepting service, you also
grant TDS any easement or rights-of-way needed to render services to your
property. If TDS is unable to gain reasonable access to your property to
initiate or maintain service, TDS reserves the right to discontinue service. Ad-
ditionally, if you rent your residence, your landlord may need to provide
permission prior to installing our IPTV facilities. If customer is not able to gain
permission from the owner and/or controlling party, TDS is not obligated to
provide service.
Home Wiring and Equipment
For new and existing single unit installations, the wiring from the demarcation
point, as defined by the Federal Communications Commission (FCC), shall
become a fixture to the realty upon installation.
A Field Service Technician will assess wiring requirements at the time of in-
stallation and inform the customer prior to work being
FCC Required Information
performed. Additional wiring may be subject to normal labor rates and
billed for the first hour, then in 15-minute increments.
TDS provides a defined quantity of set-top boxes to be installed and wired
with the initial installation of TDS TV service. Specifications about the installa-
tion can be found in promotional disclaimers and at www.tdstv.com. Cus-
tomers may order additional set-top boxes for an additional monthly rental
fee. If a customer requires additional TV locations or adds set-top boxes
after the initial installation, normal labor rates will apply and be billed for the
first hour, then in 15-minute increments.
The set-top box or boxes and residential gateway are provided to the cus-
tomer for use in connection with the receipt of the TDS TV service, and re-
main the property of TDS. Upon any termination of the service, customer
agrees to return all set-top boxes (including remotes and any other related
equipment provided) and residential gateway in good working condition
to TDS, or the customer will be responsible for the full cost of the equip-
ment. The customer is responsible for any damage to set-top boxes or other
equipment provided by TDS.
Rental and Leased Properties
If you do not own your premises or your unit is part of a multi-tenant envi-
ronment (e.g., apartment building, condominium, private subdivision), you
warrant that you have obtained permission from any necessary party, in-
cluding but not limited to the owner, landlord, or building manager, to allow
TDS and its subcontractors reasonable access to install, maintain, and repair
the Service and to make any alterations TDS deems appropriate for the work
to be performed.
You acknowledge that TDS may use existing wiring, including altering the
wiring and removing accessories, located within your unit (“Inside Wiring”).
You warrant that you own or control the Inside Wiring, and give TDS permis-
sion to use, alter, and remove equipment from, such wiring. Without limiting
any other provisions of this document, you agree to indemnify TDS from
and against all claims by an owner, landlord, building manager, or other
party in connection with installation, maintenance, repair, or provision of
the Services.
Reporting a Problem
If the customer has a technical problem related to the TDS TV network, no
charges for the trouble call will apply. In all other cases, and where the
problem is a result of unauthorized tampering with equipment owned by
TDS, a trouble call charge may be assessed. To report a problem with your
TDS TV service, please call 1-866-448-3788. For non-urgent TDS TV problems,
visit www.tdstv.com.
Using TDS TV
Information on how to use TDS TV services can be found in the TDS TV User
Guide, which is provided at the time of the installation. For the most current
User Guide, please visit www.tdstv.com.
TDS TV Programming
A channel lineup for your community is included in the installation kit. For the
most current channel lineup, please visit www.tdstv.com.
Problem and Complaint Procedure
The TDS help desk is available to assist with any problems 24 hours a day,
7 days a week. Local Field Service Technicians are available to address
service-related issues requiring a home visit Monday through Friday during
normal business hours. To report a problem, please call 1-866-448-3788 to
determine if your problem can be resolved over the phone or if it requires
a home visit.
TDS follows the Customer Service guidelines set forth by the FCC. TDS makes
all attempts to resolve issues using our local personnel. If, after working with
local personnel, a customer has an unresolved complaint with service or
equipment, write a brief explanation of the complaint and actions taken
and mail it to our corporate office:
TDS
ATTN: TDS TV Product Support
525 Junction Rd.
Madison, WI 53717
Or email it to [email protected].
The local franchise authority is also available to help resolve complaints
and ensure compliance with laws and regulations. Please consult the local
franchise authority listed in the TDS TV section on the monthly bill statement.
