dslreports logo
site
spacer

spacer
 
    ISP Rolodex Intro Local ISPs Members U-Verse FiOS FiOS Soon
spc

spacer




how-to block ads



Windstream page on DSLReports
Six Month Rating

Reviews:
bullet 708 reviews (186 good) (352 bad)
bullet Submit a review by email click here
bullet login for new review notification feature

Review by emprjoe See Profile

  • Location: Audubon,Audubon,IA
  • Cost: $76 per month
Good "Stable Connection, Phone Features, Available to rural areas, Support on DSLReports"
Bad "Distance, tough to operate in a rural area"
Overall "Better than Dial Up, Better than Satellite, Good Enough Provider if Cable/Fiber isn't available to you."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well above consensus)

We don't really have other options for Internet Access, besides dial up. So windstream is our only option other than satellite. While our 1.5 mbps download is much less than that which is offered by satellite, but windstream doesn't limit data usage.

UPDATE: We had previously had issues where we were paying for 3.0 and told 1.5 would be available, however, we never got it. Thankfully, I came into contact with some good people from Tier II on the direct forum, and they looked at issues in our area, and said that our area's lines in general were pretty bad. We got a tech out looking at our line in our house, found a bad jack and worked on the demarc point also. We were finally able to achieve 3.0 service, However, distance was the primary limiter, which is not really windstreams fault. Overall, I am pretty happy with windstream's service, especially their support on these forums.

member for 3.9 years, 192 visits, last login: 59 days ago
updated 137 days ago

Comments:
marinegundr

join:2013-06-20
Audubon, IA

Windstream DSL

sSadly I just moved out of town where Mediacom doesn't service. The jacko's at Wind$tream failed to tell me that I can only get 1.5Mbbs top speed. Now after reading this I'm sure I'll be paying for speeds I'll never see.

I hate you windstream.

Review by cavcol See Profile

  • Location: 68516-4875
  • Cost: $45 per month
  • Install: about 3 days
  • Telco party AllTel
Bad "bad 43% half of advertised download, 42% of advertised upload"
Overall "Bad speed"

I have 12 Mbps download and 1.5 Mbps upload.
Received the advertised price. It has been lowered since I upgraded from 6Mbps.
Order and install process was painless.
Received a Sagemcom modem/router Sagem Fast 1704 Windstream. This is built specifically for Windstream.
I appears that the download speed is throttled.
Windstream uses Ookla speed test for their speed testing and it always registers 12 Mbps or greater for upload and about .75 Mbps download.
Using DSLReports speed test I have never exceeded 6 Mbps download. It seems like they never upgraded my service to 12 Mbps.
Replace the proprietary modem/router with a Netgear N600 Wireless Dual Band Gigabit ADSL2+ modem/router to see if the speed improved as it had been reported that the Sagem 1704 maybe the problem. No improvement in the speed what so ever.
iPad is always getting kicked of the internet. Put the iPad on the 5 Ghz band and no improvement. No one else in the neighborhood has a 5 Ghz band wireless router at this time, so there is not channel overlap.
Tech support is no help as them will not recognize the speed measured by DSLReports. They only accept speed results from Ookla.

member for 304 days, 5 visits, last login: 142 days ago
lodged 142 days ago

Comments:

Review by gwm743 See Profile

  • Location: Jasper,Pickens,GA
  • Cost: $65 per month
Good "service reliability while not good yet, has improved"
Bad "Dishonest practices regarding price for life plan; unreliable service; expensive for what you get"
Overall "only game in town except for satellite"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I have had Windstream at my mountain cabin for 3 1/2 years. Initially the price was reasonable but the service reliability was horrible. In early to mid 2011 I ordered static IP service from them $20/month for static IP was sort of expensive, but I needed it so I paid. The process of getting the service converted from dynamic IP to static was painfully slow to get provisioned and took multiple phone calls to people that had no clue what they were doing in order to get it completed.

In January 2012 I discontinued the static IP service as I no longer needed it and it was expensive. They informed me it was too much trouble to change my configuration but they would stop charging me for it but not to change my router configuration. I was fine with that. It worked find until 04/21/2014 when they deleted the static IP setup with no notice to me. If they had only emailed me I could have changed my router setup in advance to PPPoE dynamic so that it would have continued working. Since they didn't tell me I lost remote access and was without service for over a month since I was off-site and could not fix the configuration.

Now for my BIG complaint. In late 2013 Windstream called me to inform me that my area had a network upgrade and I now qualified for 12mbs service. They offered to upgrade me to the new speed for only $2 a month and at the same time lock my account on the "price for life" plan so that the rate could never increase. I accepted the offer. I had been paying about $53 a month at that time. The first bill after the upgrade came in at the expected $55 range. By March of 2014 by increasing the surcharges section of the bill they had added about another $1 to bill and I was paying $56/month. Not a big deal, but not a locked price. In May 2014 another $1 showed up and the new total was $57 a month... again, I noticed but did nothing as the increase was still small. In June 2014 the new bill came in and was $64.80. A nearly $10 increase from the "locked" rate I was promised when they "upgraded" my service. The latest increase was mainly by removing an offsetting credit against the federal subscriber line charge (SLC) that I had been receiving.

On June 12, 2014 I called and spoke with a CSR and explained all of the above. The CSR blamed the recent increase on the SLC claiming they had no control over the increase as that is a FCC fee. That is a flat out lie. I have done some research and while the FCC allows telcos to charge the SLC, it is not mandated by the FCC, and in fact telcos are free to absorb the SLC if they so choose. Bottom line is Windstream represented to me that my bill would be locked in with "price for life" and then has used "surcharges and fees" to increase my bill by nearly 20% in just 6 months. I am posting this review here, and also considering a complaint to the FTC

member for 164 days, 4 visits, last login: 147 days ago
updated 162 days ago

Comments:
gwm743

join:2014-06-14
Jasper, GA
Reviews:
·Windstream

Changes to situation

After doing some research and arming myself with information from the FTC, as well as information from Windstreams own web site, I called back on June 19, 2014 and asked for a supervisor. The CSR that took my call said she had to hear my issues before transferring me to a supervisor, so I gave her the whole story above. She started by giving me the same "company line" as the previous CSR did on 06/12. I made it clear that I was not going to accept that and that I knew the SLC was not required by the FCC and that it was Windstreams choice to start charging (stop issuing the line item credit) me that fee. I also pointed out that their own web site touts "Don't worry about your bill going up" on the price for life page. It makes no mention of the guarantee being only for the service line item. It says your "bill". She then agreed to issue a credit of $6.50 for the current month and then a $10/month credit going forward for the next 12 months. I found her to be quite helpful within the restrictions that her employer places on her. I will have to fight again in 12 months, but at least for now my bill will actually drop back to around what I was paying or maybe even a dollar less than what I was paying when I accepted their "price for life" offer.

Review by micco See Profile

  • Location: Helen,White,GA
  • Cost: $55 per month
Good "Nothing good... Not a single redeeming factor..."
Bad "Latency, Bandwidth, Price, Reliability, Resolution of Issues or lack there of,"
Overall "If I had a choice I would choose it.... If you have a choice don't choose Windstream"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

After getting caught lying about speeds in Georgia, fees, surcharges and rates have gone UP! My bill has increased 35 percent over last year. The state of Georgia needs to RAIN HARD on this company, stop allowing them to monopolize coverage areas, and allow competition to enter. Free markets will sort this problem out in a heart beat.

The actual service itself. Latency=sucks, options=suck, speed=suck, reliability=suck, customer service=ARE YOU KIDDING ME!
This is why people hate large corporations..

member for 2.5 years, 40 visits, last login: 168 days ago
updated 168 days ago

Comments:
micco

join:2012-05-17
Helen, GA
Reviews:
·Windstream

Light in the tunnel...Maybe....

Posted in the Windstream Direct section of DRLreports.com. Hopefully we will get somewhere with this. So far today speed and latency are were they are supposed to be but I have only been on for 20 minutes.

Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38

Re: Light in the tunnel...Maybe....

micco-
I apologize, we sent you a message a few days ago requesting your home phone number so we could pull up you account. When you get a moment please provide us your home phone number on the secure forum.

Thanks,
Aaron
Specialist II
--
We're here to help! wci.broadbandhelp@windstream.com
micco

join:2012-05-17
Helen, GA

Re: Light in the tunnel...Maybe....

Sent it twice to 2 different people.. still nothing yet.. Smoke signals maybe?
micco

join:2012-05-17
Helen, GA
»www.speedtest.net/result/1996288882.png

getting worse not better.....
micco

join:2012-05-17
Helen, GA
»www.speedtest.net/result/1996296493.png

one worse.. packets via smoke signals would be FASTER! I need resolution to this problem NOW!
micco

join:2012-05-17
Helen, GA
Reviews:
·Windstream
»speedtest.net/result/2000259516.png

Got so slow last night called tech support.. After a few disconnects from tech support I was finally told that there was a open trouble ticket for the area and it would be resolved by 10:30am today.. Here are the results.

»speedtest.net/result/2001136254.png

No steps forward and twenty back...

On the phone again.. I wonder if I am going to have to call every day for the techs to "rebuild" my connection so I have usable internet.

Monday I am contacting the local Public Service Commission and BBB reference the on going problems with Windstream and the complete and total lack of any kind of resolution, answer, or account credit.
micco

join:2012-05-17
Helen, GA
Reviews:
·Windstream

Re: Light in the tunnel...Maybe....

Just told a new trouble ticket was opened with a resolution time of Tuesday before noon. How many tickets before the problem is solved?

Here are the results of the "Connection rebuild"...

»www.speedtest.net/result/2001155860.png
micco

join:2012-05-17
Helen, GA
Reviews:
·Windstream

1 edit
Well Aaron, after 1 month and 2 days I have heard ABSOLUTELY NOTHING FROM YOU! I am calling tech support 2 to 3 times a day for them to "rebuild the connection". They tell me that I am experiencing 80 to 100 percent packet loss. I spoke to a tech guy named Joe tonight (6-23) that was actually helpful. He actually admitted that the problem is with WINDSTREAM. He opened a 2nd tier trouble ticket (supposedly) #121373421 with a resolution time of Tuesday 6-26-12 by 7pm. I am not going to hold my breath...

I have requested a tech me sent out, they did NOT listen to what day I asked for him to be schedule on. He showed up a day early than called my cell phone 8 TIMES without leaving so much as a message. I called the next day to schedule another tech to come out and that person DID NOT EVEN SHOW UP! YOU GUYS ARE PATHETIC. YOU HAVE A MONOPOLY IN MY AREA FOR BROADBAND SO I CAN'T EVEN DUMP YOU FOR THE COMPETITION. YOU GET MORE FEDERAL FUNDING FOR RURAL BROADBAND THAN ANY OTHER TELCO IN THE U.S. THOSE ARE MY TAX DOLLARS YOU GUYS ARE WASTING. I AM FILING COMPLAINS WITH MY CONGRESSMAN, PUBLIC SERVICE COMMISSION, THE BBB, AS WELL AS SECRETARY OF STATES OFFICE MONDAY. I AM FED UP WITH THE COMPLETE AND TOTAL LACK OF ANY RESPONSE OR RESOLUTION OF MY PROBLEM.

I want my account credited retroactively, half of my monthly bill for May, April, and the ENTIRE bill for June. I pay for 3mbps and all I get is .2mbps. I would be better off with DIALUP!

»www.speedtest.net/result/2025737095.png

»speedtest.net/result/2025729283.png

»speedtest.net/result/2025722769.png
micco

join:2012-05-17
Helen, GA
Used to get decent speed during the day time but...

»www.speedtest.net/result/0.png

.16.. really ripping... I got more from a 56k modem...
micco

join:2012-05-17
Helen, GA
»speedtest.net/result/1976975709.png

No changes. Still Sucks..
micco

join:2012-05-17
Helen, GA
Reviews:
·Windstream

Re: Light in the tunnel...Maybe....

I am told by Windstream that there is an open ticket in my area to repair equipment. How big of an area? I have friends that live the next county over that pay for 12Mbit and get .5... They call to cancel their account after 20+ phone calls then all of the sudden its fixed... Funny... Can wait for the local Electric Co-Op to start selling fiber connections in my area. Time frame of August...

Anyway here is the latest speeds..

»speedtest.net/result/1985240862.png
micco

join:2012-05-17
Helen, GA
Reviews:
·Windstream
Finally got a straight answer from Suckwind today.. They over sold services in the area and now have to install a new DSLAM with a 9/30 resolution day... Best they could do is offer a 10 credit until then... that is less that 1/4 of the monthly bill. They promise 60% of advertised speed, I get 20%. I am writing every governmental agency that will listen tomorrow as well as every consumer advocate I can find starting with Clark Howard.
micco

join:2012-05-17
Helen, GA

Re: Light in the tunnel...Maybe....

Filed a complaint with the FTC and Georgia's Governors Office of Consumer Affairs yesterday. Trying to get more than just a 10 dollar a month credit on my piss poor DSL service.
micco

join:2012-05-17
Helen, GA

Review by thutchings6 See Profile

  • Location: Whitney,Hill,TX
  • Cost: $45 per month
  • Install: about 2 days
  • Telco party @link
Good "Always on very little down time"
Bad "6mb is as fast as it gets.."
Overall "I will be switching to wireless/cable if they ever get higher speeds offered at my locale."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

I started with 1.5 MB download and .512 MB upload..I had my dsl bundled with a phone package..It served the purpose at the time..I upgraded to 3.0 MB download and .384 upload as they would not offer the .512 upload anymore..I also did away with phone service and went to their greenstreak which is just dsl no phone plan..I liked that I still kept the same home phone number and could still receive calls at no cost..I bought a magic jack for outgoing calls and it has worked out well for me..I noticed here within the last few months that my upload speed has increased to .670 upload..I assume they upgraded everyone in my area to .768 upload who has the 3MB download..The only reason I upgraded to 3MB download was that I got netflix service and started streaming movies on my xbox..With the 3 MB download I can stream movies in HD..Sometimes my connection will slow a little and the movie will not stream in HD but 3MB download service is as fast as Windstream offers in my area right now..I have speedstream 4200 router running into LInksys WRT160N ver.2 wireless router..I started with Linksys WRT 54G and then went to a Belkin Model F5D7230-4 wireless G but both seemed to freeze and need to be rebooted to often, especially the Belkin..My WRT 160N is MUCH more stable and dependable..

When I first got windstream DSL it was when they first offered it in my area..Great at first but after about a year and a half they had over sold the available band width and service was very slow at peak times of the day..IE: after school let out until about 10 PM at night..They finally ran fiber cable to my DSLAM and it made a world of difference..That is also when they started offering the 3MB download..

Over all I've been happy with Windstream since they got through the growing pains..

Not happy any more!! Started experiencing the same problem as before but this time MUCH worse..Got no help from calling customer support..I will not deal with this crap for another year and a half as last time because now I have a choice!!

Still waiting for WS to do something..Have wireless service available but will cost $350 or more to get it in my house as I will need a pole or tower to be able to receive the signal..That also would include a 2 year contract..

I would not be so upset with WS if they would just admit the problem they have created by over selling.. It started when they started offering 12Mb service..They should move all customers back to 3Mb or less AND NOT SELL NEW SERVICE until they can upgrade their equipment to provide the service they sell..That is the most irritating part of all is that they continue to sell service that they know they can NOT provide!!

What if other utility companies, water electric etc., ran their business this way? Oh we will have your lights back working full time maybe sometime next year if your lucky..But in the mean time keep paying your bill as you have no other choice of providers!

Well I was on the verge of spending over $300 to get Nextlink Wireless when WS got my connection back to normal.. I think it was helped along by techs on WS forum.. I now get 15ms pings and full 6mb down almost all day.. The speeds will fall some and pings rise some at peak but mostly when we have many connections here in the house running at the same time.. Would love to have more speed but can not justify spending the extra money to get more speed.. They offer 12mb here but I'm to far from the dslam to get it.. I noticed some cable guys working in the area and wonder if that might have pushed WS to do something.. There used to be cable close to my area years ago but they went out of business because of not enough customers but the cable is still there..

member for 7.9 years, 120 visits, last login: 177 days ago
updated 177 days ago

Comments:
totalradio

join:2007-09-15
Reviews:
·Suddenlink
·Windstream

Don't hold your breath...

Windstream has similar plans in our area. Problem is that download speeds for me aren't important, but upload is. Their upload speeds don't change from one plan to another, so I have the 3m service. 12m doesn't help me a damn it.

Another problem with Windstream is they like to pay lip service to its customers. They'll lie as long as they can get away with it, especially when someone has no choice for internet, other than Windstream. They really can't afford to "upgrade" areas, as their balance sheet is in the toilet, so if they've promised you "upgrades", take it with a grain of salt.

They used to have their trolls on here to "help customers", but I've yet to find one person they "helped". Since people are on to their lies, you don't see them on here anymore. So, my guess is that you're stuck with them until you can some meaningful competition.
rickash

join:2014-06-06

Re: Don't hold your breath...

Windstream has been the same here in NE KY for 10 years but I have no real complaints. I am getting 8.2M down and 803K up on the last test this evening. Direct TV had some servers down and the chat tech admitted it. But back up now and just fine. And I am watching/playing on a Kindle Fire....
rickash

join:2014-06-06

Windstream in NE KY

Outperforming what I pay for by a bit. I had 803K up about an hour ago, 8.2MB down is pretty constant. Can't get 12Meg svc as I am 7,221' from the LO...

Review by Jackal1 See Profile

  • Location: Lincoln,Lancaster,NE
  • Cost: $64 per month
  • Install: about 7 days
Good "Price is competitive"
Bad "Nothing really. Had problems in the past with slow throughput due to a configuration problem, but was resolved eventually."
Overall "Decent choice, unless you can get fiber."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

Has generally been more reliable than cable internet was. Had some problems with slow speeds in summer 2012, due to a misconfiguration at the CO. Took a few months for them to sort it out. It seems like their engineers/techs are doing the best they can to keep things working as well as possible with limited funding and limited personnel.

Overall my speeds have been as advertised (12/.8 and now 24/2) all the rest of the time with few outages. In fact, I have only had two significant outages that I can remember, and both have been due to failed modems (one about a year ago, and one about a month ago). Both modems were replaced at no charge, so that was positive.

Currently on 24/2 solo service for $49.99+taxes. Modem is a Comtrend 5600u (I think). My only complaint about it is that the "n" wireless version on this modem is not the "final" "n" version from my research. It has some incompatibilities with "final" "n" devices, so I can't use it as an "n" router. Hoping for a firmware update to fix this at some point, but so far one is not available. Pretty minor problem overall, and not really Windstream's fault (other than they chose the equipment).

Updated monthly cost due to Windstream no longer crediting Greenstreak "SOLO" (without home phone) customers the $5 line charge. This has been in place for years to offset the "line charge" and was solely done to increase revenue (i.e. it is not a required governmental fee). Sneaky way to perform a rate increase so they can still claim "price for life". Boo... Their value is now "average" compared with the other choice (TWC) we have here.

member for 4.2 years, 1510 visits, last login: a few hours ago
updated 178 days ago

Comments:
AckAck

join:2011-06-02

Welcome to the wonderful world of Windstream.

p.s. - don't forget to readjust the "connection reliability" indicator to reflect your current reality.

Review by bcdavis1979 See Profile

  • Location: Ashland,Boyd,KY
  • Cost: $71 per month
  • Install: about 14 days
Good "none"
Bad "slow, expensive, lies about rates"
Overall "worst ISP I've had in 10+ years"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

First let me say that this is the only ISP I have available to me or I would not be using them at all.

I placed my order with Windstream for their "High Speed Internet Flash" service which their website advertised as 6Mbps for 34.99 on 5/31/2013. I received a confirmation from them later that same day confirming a rate of 34.99/month plus 10.00/month for the modem for the first 12 months.

The next day I received a second email from Windstream confirming my order had been processed but "with exceptions" Turns out that they can only offer me 3Mbps at my location. Fine... I've got to have Internet for my job and 3Mbps is better than nothing. The email informed me that my installation date would be Friday, June 7th between 8-5pm and that my service should be live by 7pm that evening.

I received the modem/router and hooked it up on the 7th. At 7pm when I did not have service I called Windstream. After over an hour on the phone waiting for a representative I reached someone who informed me that my work order says my service will be active on the 8th not the 7th. I told the lady about the email I received and she apologized but said there was nothing she could do and I'd have service tomorrow.

The next day came and went and still not Internet. I called Windstream back on Sunday to let them know I still did not have Internet. The first rep I spoke to tried to troubleshoot the issue over the phone but was not able to connect to my modem. Then the line went dead. I called back and again had to wait over an hour on hold for a representative. This representative tells me that they need to dispatch a technician to take a look at the lines and that it will be Friday or Saturday before they can get anyone out there.

It actually took two visits from a technician to clear up the line noise and get me online. The speed was slow, but at least I was online.

A few weeks later I received my first bill and had sticker shock.

I had originally signed up for 6Mbps at a rate of 34.99/month. Since they were only able to give me 3Mbps at my location I expected a lower rate than that... logical, but not correct. My new rate? 39.99/month, plus a 120.00 one time fee for the modem, plus enough fees and taxes to take the bill up to 65.00/month for the recurring portion of the bill.

I attempted to resolve this billing issue with Windstream with several phone calls and emails. On 6/26/13 I spoke with "Robert" who asked me to send him the confirmation email I received advertising the 34.99/month for 6Mbps and he would have a supervisor call me. I forwarded the email to him and heart nothing back.

On 7/1 I sent him a follow up email letting him know I hadn't heard anything back. Robert replied and said he would speak to his supervisor again. Still no contact from Windstream.

on 7/8 I called Windstream and reached "Kimberly" who said she couldn't find any record of my previous interactions with Robert and again asked me to forward the email to her. I complied and again was told that I would get a follow up phone call that I never received.

When I received my next bill it turned out that some corrections had in fact been made. Not to the rate though. That was still 39.99. The correction they made? They credited me for the 120.00 modem fee and instead substituted a 10/month fee for 12 months to spread the fee out. I had no problem paying for the modem, and would rather have just paid for it all at once, but at this point I was so frustrated I just let it go.

I have made a few further attempts to contact Windstream and tell them that this rate is unreasonable given the service I'm receiving and the service they themselves advertise on their website. To this day if you put my address into their website it says I'm eligible for 6Mbps at 34.99/month.

If I had any other option I'd be taking it. I've actually considered going LTE as we get a great signal to our home on our iPhones, but the bandwidth limits just don't make it feasible since I work from home often.

member for 222 days, 1 visits, last login: 186 days ago
lodged 222 days ago

Comments:

nikiinpa

join:2013-03-31
Rockton, PA
Reviews:
·Windstream

We have to take it because they are the only game in town

We have to take it because they are the only game in town & they know it, I was told awhile back I am lucky to even have their service by one of their techs, I imagine a lot of people in my area have left Windstream and gone to cable or Huges Sat internet.
I was going to go to Hughes but when I heard about you're only allowed so much of this and that I never went for it.

Windstream takes care of their stockholders not the customers who made them

mark40511

join:2004-10-12
Lexington, KY

Sorry to hear

about the fiasco you had to deal with. Aside from that, how is your 3 mpbs working so far? Is it consistent?

cryobaby

join:2001-10-26
Jefferson, GA

Used to be good, now, not so much

I have seen considerable amounts of degradation in the reliability of my Windstream internet svc. I have also seen considerable amounts of degradation in the quality of customer service. Up until March of 2014, i enjoyed a very stable connection of 12mb but after March I started experiencing loss of connection, outages lasting multiples days and of course, poor customer service where they tell me a technician will call when my svc is back up and they NEVER do. They lie, they offer unrealistic repair dates of over a month and they cant seem to keep accurate records of dialog between them and the CUSTOMER. I am going to file a complaint with the BBB and the FTC today. last night i got so frustrated with the first CSR i spoke with as he couldn't even confirm my last 4 of my social and was telling me i was wrong. Also, i think part of the problem is that they are putting the cart before the horse here in Jefferson, GA. There was a city council meeting held about a month and a half ago which the public was invited as well as two reps from Windstream. those two reps are lucky they made it out alive after being scolded by so many of mu fellow residents and subscribers and even two of the council members told of their distaste for what they are putting us through. Many in my town have been without svc for over a month!

Review by rwinegar See Profile

  • Location: Mifflinburg,Union,PA
  • Cost: $30 per month
Good "Nothing"
Bad "Online support ignores me "
Overall "I would switch ISP in a minute if I could."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

Line speeds are all over the place. It works for a week or two. Down speeds of up to 12Mbps. Then for the next week or two down speeds fall to 3Mbps. Peak time line speeds ALWAYS drop drastically. I post on Windstream Direct Support Forum and do not get even the courtesy of a response. I am totally ignored. If Windstream had any competition in my area I would switch to a different ISP in a heartbeat. The service is over subscribed. Windstream denies this. But the evidence is all over the place. AVOID THIS ISP!!

member for 4.3 years, 175 visits, last login: 108 days ago
lodged 229 days ago

Comments:

Bufferland

@windstream.net

Speeds are all over the place

Since 2010 Windstream has been telling me I am in a slow outage area and my DSL problems will be fixed next year.... I wish.

I would gladly switch if I could as well but of course there is nothing else available in other words Windstream is AWARE of our plight and refuse to do nothing because there is no competition in our area and you either are online or not.

Buffering is horrible a regular TV show from Hulu can take up to 2 hours to watch or more. I abandon most of my attempts due to buffering.

As for tech help they always want to send a repairman to your home under the threat that if it is in your wiring YOU will have to pay. It has never been in my wiring because they don't intend to honor their contract of one price for life they simply are so inept at providing service they are waiting us out to cancel our service so they can hook us up on a GB per month deal instead of unlimited.

That is underhanded and double dealing crooked stuff that as far as I can tell there is the only explanation for them not fixing the hot mess they call 3M DSL.

Review by Bobec See Profile

  • Location: Jefferson,Jackson,GA
  • Cost: $75 per month
Good "When things work: they work well"
Bad "Inadequate/slow response to problems: Customer Service/Tech Support are virtually useless"
Overall "Caveat Emptor: It can be really good or really bad and take a long time to fix"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

The good observation: Once Windstream gets you up and running, my experience for the first couple of years was mostly positive relative to the reliability of the connection and consistency of the speed.

The 'bad' observation: Whenever problems arise (plunging speeds during peak & evening hours, frequent disconnects, etc.) Windstream doesn't respond quickly and they either don't communicate to customers or they provide conflicting status updates. Tech Support CSR's will routinely close trouble tickets before problems are actually fixed, without validating with customers that normal service has been restored. You'll need to make multiple calls to report the same problem. Example: Last year my 12MB service (and service for many others in my part of the country) had been reduced to dial-up speed and the only response from Windstream was "We are evaluating the situation in 2012 for possible resolution sometime in 2013." Yet....Windstream continued to bill me for 12MB service that it did not provide for months! After calling in multiple trouble tickets and starting posts in the Windstream Forum without resolution, I contacted the office of Windstream CEO Jeff Gardner and...voila!!!...I got a call from a VP and the problems were resolved the next day. I also started receiving a $10 per month billing credit, which is supposed to last for a year. Still wondering why it took an email to the CEO to actually get something fixed.

Slow response to connectivity/speed problems, poor communication between various departments within Windstream, vague/infrequent responses to customer complaints, and weak procedures related to follow-up and problem resolution are the things that seem to characterize the Company.

I should note that the field technicians (the guys who come to your house to help diagnose/fix issues) have been very reliable and helpful---they seem to have accurate information about what the lines and DSLM can and cannot support in my area, they know if there are bigger issues impacting my area, and they know how to fix problems.

member for 13.8 years, 1889 visits, last login: 1 days ago
updated 231 days ago

Comments:

Review by foxsnipr See Profile

  • Location: Waco,York,NE
  • Cost: $75 per month
  • Install: about 30 days
Good "Lost all hope"
Bad "Lots of talk and empty promises, connections drop, usually provide 1/2 speed promised"
Overall "If there was another provider I would have switched a long time ago"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

I've had service for several years now, everytime they upgrade they promise more DL speed, never UL speed. I signed up for 6mb DL and still am waiting and using 1.5mb. They keep promising but they still haven't made good on anything. They provide a router a Speedstream 4200, no one installs it, they mail it to you with instructions (thankfully I know how to plug it in). Tech support is sketchy, best to call late nights and get someone who knows what is going on, but is not able to do anything about it. day time all you get is promises and the usual 'it's not their fault'. Tonight I was at dial up speeds and tech support wasn't able to do anything. Getting a tech to come out is impossible, I've requested one and they find some excuse around it. Maybe they don't have anyone that actually works in the field on their stuff.

DL & UL 12 hours later have gone from good back to worse, in between dial up and 1mb. It appears that at certain times of the day is when these problems arise. You don't suppose Windstream needs upgrades or something?

See added comments

10-28-2009 The forum Tech Support is awesome! They were able to get things up and running, no problems. Thanks guys!

11-2011 Back to SSDD...called and asked about 12mb package for $5 and was told that my area it would cost $15/month more! Getting 1/3 DL speeds at best most of the time. Tech Support not being too responsive or committal. If I had any other options would change in a heartbeat.

01-2013 Same thing again....now 12 mb down is .70....if they can't keep up with cutomeers then offer them a refund

06-2013 Now being told July will be upgraded....no hope....will believe it when it happens.

04-2014 Month long equiptment problems...not another DSLAM going out I hope, the last one was 6 months of dialup speed and no offer to reimburse. Windstream gets federal subsidy, but gives questionable service.

member for 6.2 years, 250 visits, last login: 156 days ago
updated 238 days ago

Comments:
foxsnipr

join:2008-08-17
Reviews:
·Windstream

Windstream - poor choice

3-9-2013 same problems new chapter
have 12 mb and getting .06
Tier 2 Tech support on forums is no longer helpful, all they do is say the engineers are working on a solution then the upgrades are scheduled but not in near future.

Customer Service is DEPLORABLE, quality is DEPLORABLE. For the price of internet and phone of $90 ($72 for internet) you do not get anything close to what you pay for.

GeekMan

@windstream.net

Same crap

I have been having a lot of issues lately as well. I have an Internet business, and I am also a City Councilman, we use WS for our Official Government office also and we deal with a lot of very important matters that have to be done online. I live about 2 blocks from our City Hall and both the City Hall and my personal house are on WS. I have not had internet at home for 3 weeks and I'm supposed to have the 12Mbs bundled with WS through Dish, we have a burst of about 0.7 Mbs every 13 or so hours that lasts about 2-20 minutes which may load facebook or gmail for a few minutes at a time but nothing close to what I am paying for.

At the City Hall we have very good internet right now but it gets disconnected once in a while. again, I only live about 2 blocks away so it's not in the lines. There was a two day period where we didn't have internet at the office last week.

We have called WS Customer Support three times this week and each time they tell us it's a service overload and that they are upgrading the lines to match the amount of customers they have. Finally two days ago they said they realized the reason I have no internet at home is because I was one of the 1200 unlucky people to be on a server that crashed and that yesterday morning around 6AM it would be fixed as they were putting in a new server. no change happened so that afternoon I called again and they said it would be midnight before we say a change, it's now 5:30 AM and the internet is letting me do Bing searches but I cannot even load youtube so this website is as much as I can load right now so I will be contacting them again at 9AM but I will be using the online Chat this time.