Wildcat
@rr.com
| Windstream DSL Helpdesk Closing As you may have already heard, Windstream is closing it's two dsl/broadband helpdesks in America. Basically wether you've had good or bad service, it's all downhill from here. Yet another company that is outsourcing to India and disregarding the hundreds of families their decisions affect. Pretty soon you'll be dealing with "Wipro" masquerading as Windstream employees. All taking place the first week of November. Happy Thanksgiving. Merry Christmas! | |
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evilghost
Premium
join:2003-11-22
Springville, AL
 ·Windstream
2 edits | Re: Windstream DSL Helpdesk Closing You're posting from a roadrunner account, so, do you have any information to substantiate this claim?
I see no change in stock nor any announcements which would directly affect the stock price. »finance.google.com/finance?q=windstream
The only thing I see with today's date is the layoff of the recently acquired CT employees, which is tragic, but I fail to see how this constitutes Windstream closing down two helpdesks. | |
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 | bcruze
join:2006-03-03
USA | Re: Windstream DSL Helpdesk Closing i would like a link as well !!!!! | |
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ManBehindCurtain
@ameritech.net | Re: Windstream DSL Helpdesk Closing Yes it's true...however, they're are just "testing" the waters the last I heard. Of course, I left the company, so things may have changed. | |
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cerulin
@inebraska.com
| It's effective December 14th for the Lincoln, NE desk; both level 1 and 2 support. a friend called me an hour ago asking if where I work has any immediate mropenings, he told me all this since they're letting him go at the end of September (he's only been there since July). | |
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thewebgeek
Premium
join:2004-12-20
Twinsburg, OH | Does this effect the dedicated/business dsl support folks as well? | |
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sophi_psych
join:2007-05-22
| I'm afraid it's true. Come outsource with us a Windstream. Windstream just dumped a big 'ol pile of crap right on it's employees and customers. Enjoy the American reps while you can folks. Like Wildcat said "It's all downhill from here." It's been an honor serving you folks. | |
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ArchAngel21x
MacFan Pro
Premium
join:2001-10-28
Lincoln, NE | The scary thing (for me) is I almost accepted a position with that company a few months ago. I really dodged a bullet by not going to work for them! | |
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| sophi_psych
join:2007-05-22 | Re: Windstream DSL Helpdesk Closing It's really too bad. Windstream is a good company to work for. The funny thing, when Windstream started a little over a year ago they stated how proud they are that they have American call centers. BS now! | |
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ArchAngel21x
MacFan Pro
Premium
join:2001-10-28
Lincoln, NE
·Internet Nebraska
| Re: Windstream DSL Helpdesk Closing said by sophi_psych  :a little over a year ago they stated how proud they are that they have American call centers. Yeah. What the hell happened to that? Oh well. Internet Nebraska is my ISP and still has local help desk people. I'd like to think people will switch to them because of that, but I bet people will stay with Windstream because they can offer lower prices for DSL.
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Proud owner of a Mac Book & iPod Nano | Mac Rumors | A preview of OS X 10.5 | |
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evilghost
Premium
join:2003-11-22
Springville, AL | It's not that I trust you folks but care to show a link and/or external announcement and/or internal announcement?
The reason I'm so adamant about this is if this is indeed the case I will terminate all facets of service. | |
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sashwa
Pixie Cat Crunchin' n Foldin'
Premium,Mod
join:2001-01-29
Alcatraz
clubs: 
1 edit | Re: Windstream DSL Helpdesk Closing I don't think posting an internal memo is a good idea. However if there are any external links available, that would be a really good thing. | |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
1 edit | Re: Windstream DSL Helpdesk Closing sashwa, it depends on their confidentiality agreement, and I'm certain a decision of this magnitude would have been announced to stock holders.
Either way, I don't see the harm in making it known. Heck, people may be losing their jobs as a direct result. | |
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sashwa
Pixie Cat Crunchin' n Foldin'
Premium,Mod
join:2001-01-29
Alcatraz
clubs: | Re: Windstream DSL Helpdesk Closing Thanks, Quiet Insider, for the link.
evilghost, I don't want the site to get into trouble if an internal memo is posted here on site. | |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
| Re: Windstream DSL Helpdesk Closing sashwa, thanks, I fully appreciate your concern.
Quiet Insider, the link you posted directly correlates with the termination of CT Communication employees on Sep 05 and the shareholder annoucement.
So, to summarize:
150 CT Communication employees, as acquired by Windstream, have been laid off.
Winstream is not closing any helpdesk and outsourcing to India, except for the potential of the CT Communication customers, however, it's likely these calls will be routed to existing American customer service call centers due to an observation in overlap of job function. See »www.wavy.com/Global/story.asp?S=7031058 | |
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| | | sophi_psych
join:2007-05-22
1 edit | Re: Windstream DSL Helpdesk Closing said by evilghost :sashwa, thanks, I fully appreciate your concern. Quiet Insider, the link you posted directly correlates with the termination of CT Communication employees on Sep 05 and the shareholder annoucement. So, to summarize: 150 CT Communication employees, as acquired by Windstream, have been laid off. Winstream is not closing any helpdesk and outsourcing to India, except for the potential of the CT Communication customers, however, it's likely these calls will be routed to existing American customer service call centers due to an observation in overlap of job function. See » www.wavy.com/Global/story.asp?S=7031058 That's nice of you to note evilghost. You might want to recheck your work though. Note that your link states the layoffs are in Concord, NC. The link that Quiet Insider is from the Salina Journal. A local newspaper in Salina, Kansas. Trust me, the Salina Journal doesn't have any reason to report for Concord, NC! | |
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| | GomerPyle3
join:2007-06-09
| Actually I AM one of the affected by this and i havent seen one accurate post in this forum yet.
So here is the jist in short without releasing any proper.. information
There will be desks in states and overseas. Use your brain and look at other companies and you'll know how it will be set up.
They are consolidating the desks removing 2 locations in North America and Expanding another in North America. Which everyone has been given the opportunity to apply for and relocate too.
Windstream is not just "kicking" us out the door. They in fact offerered us severance package Have flown in people out of state to do seminars to help us with our job search in and out of windstream and help us improve our resumes and interview skills And are contacting other IT and Telecom companies in our areas to let them know and invite them to come talk with us.
Now I dont know about you But they are, in my eyes, doing there best of a crappy situation overall to make it as right as they can with the employees and help them transist into new jobs.
That is a HELL of a lot more then most companies would do for employees that are getting laid off.
Now in saying all that ... Do i think they are making the smartest choice for their customers... of Course not. Are they making the smartest choice for stock holders in long run. of course they are.
Yep im Mad Sad and Glad all at the same time.
in short
PIGGIE I EAT MY WORDS AND BOW TO YOUR ROYAL OINKNESS! | |
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Quiet Insider
@alltel.net | It's a lie however, they've hired 200 new reps in india to replace us. | |
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sophi_psych
join:2007-05-22
| I have to give credit when credit is due. I'd like to give a personal thank you out to Piggie. His efforts to voice to the higher ups at windstream we're very honorable. Unfortunately his cries fell on def ears. Never the less. Thanks Piggie for trying. Believe me when I say all the reps affected at Windstream appreciate your efforts. | |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
| Re: Windstream DSL Helpdesk Closing sophi_psych, that's blatant trolling. Address my summation of the situation or I'll ask sashwa to enact moderation. Both Piggie and I are certainly outspoken about the outsourcing situation, but coming in here to spread rumors and mistruth isn't acceptable. | |
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| | sophi_psych
join:2007-05-22
1 edit | Re: Windstream DSL Helpdesk Closing Point taken. Do forgive me. A thank you to all the folks that voiced their distaste for Indian call reps. Piggie was kind of our "Beacon of hope" in the matter. No offence and thank you again. | |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
2 edits | sophi_psych, looks like I owe you an apology, [anyone] where can I find more information about the specifics as well as an ETA on the stock-holder announcement.
Best of luck to everyone looking for a job, should you be inclined to search in the BHAM, AL area please PM me and I'll do my best to assist you in any way possible. | |
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| | sophi_psych
join:2007-05-22 | Re: Windstream DSL Helpdesk Closing Gomer, Are you a supervisor or a BSR? | |
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evilghost
Premium
join:2003-11-22
Springville, AL | Re: Windstream DSL Helpdesk Closing sophi_psych, sorry I came off gruff earlier, we've seen a fair amount of trolling in regard to outsourcing and termination of US jobs. If you are affected I wish you the best of luck to you and your family. | |
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| | | | sophi_psych
join:2007-05-22 | Re: Windstream DSL Helpdesk Closing Salina rep... | |
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| | | | | GomerPyle3
join:2007-06-09 | Re: Windstream DSL Helpdesk Closing hmm always had ya pegged as a member of recheck 
rep.. | |
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| | | | | | sophi_psych
join:2007-05-22 | Re: Windstream DSL Helpdesk Closing nope | |
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evilghost
Premium
join:2003-11-22
Springville, AL | GomerPyle, this is exactly what I was looking for, this spells it out exactly. Thanks, I'll find another home for my server and pursue cable-modem options. Landline will be nuked as well. | |
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sophi_psych
join:2007-05-22 | No problem friend. My family will be ok, I hope the same for all the other families affected. I hope the best for all the WS customers that will have to deal with the Indian reps. | |
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| GomerPyle3
join:2007-06-09 | Re: Windstream DSL Helpdesk Closingor just be smart and always ask for level 2 techs like I always do when calling any call desk | |
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flipper913
Look Ma Real Broadband
join:2001-09-24
Tiger, GA
1 edit | said by sophi_psych :I hope the best for all the WS customers that will have to deal with the Indian reps. Good luck all
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Alltel DSL 3000/384 Netgear DG834G ADSL Modem/Router on 7 Boxes, 2 wired 5 wireless running 3 WRT54G's (Tomato v1.07 firmware) as wireless repeaters | |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
 ·HughesNet Satellit..
·Windstream
| This is one of those times I want to take no credit for being right, I don't even like being right. Thank you all for the praises but those praises don't save jobs or my level of CS. My working days are coming to their evening but I have children and grandchildren. Will they know I ever even tried to make a difference? My heart is truly heavy, having lost jobs myself, packed and gone before lunch. This is probably too far off topic, but between outsourcing and the lost of personal privacy, America in dead on course for a train wreck.
The reason I was so adamant was I have seen it all before about 3 times, this makes 4. Probably the one thing I should have said, and this is solely my opinion without basis in reference, was the trial period was not to see if Indian reps worked for WS and their customers but rather if WS liked the Indian company, because once in motion, it was a done deal for many reasons I believe. One more big disclaimer: What I am stating is SOLELY my opinion with no reference to back it up, nor do I believe there will ever be any reference to it.
The burden to help will fall more and more on this forum. The exact same thing happened with DirecWay/Hughes. Once someone found BBR forum, they never even bothered to call CS at DirecWay/Hughes ever again, unless it was warranty, moving or disconnection of service.
Final note, if I dump WS, I dump Broadband. Satellite is the frying pan into the fire, otherwise it would be in the cards. And the Telcos in Florida have very successfully lobbied the FPSC into pretty much avoiding having to resell their services.
Only one thing left to say is Thanks to all the American WSCR that have helped me in my year of being on WS. The best of luck to your future and your families.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | | |
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evilghost
Premium
join:2003-11-22
Springville, AL | Piggie, lets see how far we can shoot OpenWRT at each other with a parabolic.
It's a shame that people who own stock int he company are willing to sell out to make a profit. | |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| Re: Windstream DSL Helpdesk Closing said by evilghost :Piggie, lets see how far we can shoot OpenWRT at each other with a parabolic. LOL, sounds like my old ham radio days. I have heard New England here in Florida once on 1296MHz, but very rare conditions. And once even worked Phoenix on 144Mhz also from Florida.
said by evilghost :It's a shame that people who own stock int he company are willing to sell out to make a profit. Again this maybe off base. Eventually one of 2 things will happen. In the short term it boosts stock prices and many people these days are in the market. But at what point can the profits solely in stocks pay us all to wash each other's laundry?
Second I heard another commentator say on CSPAN Book TV and can't remember who, that at some point 20 or so years in the future, salaries will be so even worldwide that outsourcing will become a thing of the past. I think it won't take that long, probably live to just see it, and serfdom worldwide will become the norm, as the prosperity of the US middle class is a threat to the globalists.
But to continue anything in this vain we would need a new thread and probably to another forum. Anyone with comments PM me but I won't answer my own off topic post here.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | | |
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thewebgeek
Premium
join:2004-12-20
Twinsburg, OH | Never a good thing when it comes down to folks loosing their employment. If you do have an option to relocate to Twinsburg Ohio, its a damn fine community. | |
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Anonymousss
@alltel.net
| Re: Windstream DSL Helpdesk Closing This really makes me sick to my stomach..
The fact that we provided our own technical support and did not outsource, honestly, surprised me a little bit when I joined the helpdesk almost 4 years ago.
I had worked at an American-based outsourced tech support center in the past where it truly was a "read-the-script-and-get-them-off-the-phone-ASAP" type of environment and have since dealt enough overseas operators and phone-robots to drive anyone insane. I assure you, Windstream was not such a place.
Walking into the then-Alltel Internet Customer Care Center was like breathing in a breath of fresh air. You'd see techs with C++, perl, and Cisco books on their desks, first-tier techs that had no trouble navigating IOS or re-provisioning a DSLAM, even a few techs linking together chain-mail while troubleshooting why a connection just would not work.. This was like nothing I had seen before.. I loved it.
But little-by-little it all started chipping away.. Until technicians were no longer technicians, they became "Customer Service Representatives".. I've been praised and I've been belittled by customers over the years but I always felt that I was actually helping, as opposed to just following a script as so many other "support centers" do.
Now, rather than fix the mistakes in steering the helpdesk in the wrong direction, those at the helm let the ship sink.
I met my fianceé and many friends there, and I wish the best to all whose jobs and livelihood is being affected for the sake of the almighty dollar.
I no longer work at the helpdesk so I guess I dodged the bullet this time, but it still makes me sick.
Goodbye Broadband Customer Care Center, you will be missed. | |
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| | sophi_psych
join:2007-05-22 | Windstream DSL Helpdesk Closing Anonymousss, I don't think I or anyone of us could have stated it any better. | |
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| | | mojo1
join:2006-12-05
Jefferson, GA
·Windstream
| Re: Windstream DSL Helpdesk Closing To everyone at WindStream,
I have had my ups and downs with WS for 1 year now. Thanks to you, my connection is now stable. I have had issues with WS since the day my connection was active and have had discussions with numerous people on the help desk.
Throughout this entire time, I have always said how helpful you guys and girls have been to me. I've also said that I am thankful that everyone who answers the phone spoke English in such a way that I could understand and that is the ONLY reason I stuck with WS. I was so impressed that I was speaking with people in the states that I stuck it out and YOU were able to resolve the situation, despite whatever went on behind the scenes. I've always felt that you were handicapped by the higher-ups, and now I know it is true.
Unfortunately, I have no other choice right now. But, I assure you that once another choice comes into town, I am gone. I refuse to send my money overseas, especially given the current situation. I wish I had a solution for all of the WS employees that are losing their jobs. I cannot even imagine what that is like as I've never been in that situation. I honestly hope that all of the employees that are affected are able to recover from this blow. Again, I really can't imagine.
At any rate, I just wanted to say thank you for doing the best that you were allowed to do. Now I realize that it was a fantasy that this American company, whose employees cared about their customers, would remain true to their revenue source.
It truly makes me sad to think that the majority of WS customers will never hear of this or know what went on. They never know when their connection is unstable and never call about it. These customers are the ones that Windstream is counting on to make their revenues - not us that really depend on the service. The upper-management counts on this fact and they are right - it will not have any effect, negative or positive, on their business model. As much as this hurts those of us in this forum and especially the employees losing their jobs, it is true.
If it is any consolation, there are several companies offering jobs in a call center environment where the employees can work from home. There is a trend where large companies are realizing that, for nearly the same cost as sending jobs overseas, they can use home-based agents here in the states without the bricks and mortar installation. It is a great concept and I really think it will recapture the overseas outsourcing. I know it will not make things better for those who are affected within WS, but it is at least hope that this trend will correct itself with home-grown ingenuity.
I work in a call center as well. I would like to think that we cannot be replaced with overseas labor, but I never know. We are already sending data entry jobs to India now because of the cost savings. I can only assume that my job will be next.
Sorry for the rambling, but I have thought about this all day since I heard the news and felt I needed to get this off my chest.
Again, all the best to the WS employees who are affected by this short-sighted decision. I honestly feel it will affect the company negatively in the long run. I think I will go set up some put options on WS stock... | |
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| | markr64
join:2000-08-31
Lincoln, NE
|  Re: Windstream DSL Helpdesk Closing
I agree, this makes me sick also. Hard working people loosing their jobs because the "MAN" is not making enough for his pocket in AR.
And to my fellow Tech Support - watch out we will be next. So keep your knowledge up to date and if you can take some classes to Cert Exams.
Myself - I am planning to remove myself from the Alltel/Windstream payout and see what happens. Also we will see what happens when I start telling my friends that use Windstream, that I recommend switching to someone else.
Good luck to my fellow Tech Support on the ICCC help desk in both KS & NE. | |
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sadoverit
@swbell.net | I would just like to say thank you to everyone and their kind words to us BSR or for you old schoolers ISR.
I think it hurts to say good bye to the great customers and coworkers.
To a new year and new job!
thanks again | |
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Wildcat
@rr.com
| Gomer, you make some good points. They are at least trying a few things- maybe a job fair here, two weeks pay for every year you've worked there... But let's be real. Planners got six months notice, Salina and Lincoln get 3/2. They're not consolidating those two desks. A few people from those two desks may - _may_ - get hired on as tier 2 and then have to uproot their lives in the process and move to Ohio. This is all bottom line mentality. Profit is good for a company but at what cost? One of the most positive things ever heard by a bsr is "Thank God you're an American- I just got done talking to (fill in the blank)". That's gone. With the exception of the less fortunate who have no choice I think alot of customers are going to dump WS first chance. Dlsams for sale anyone? Haha. This is also just in time for Thanksgiving and Christmas. Yipee! Honestly though, I'm not trying to be flippant, this will affect ALOT of good genuine people and their families. I can't stop thinking about them. | |
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Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
·HughesNet Satellit..
·Windstream
| Re: Windstream DSL Helpdesk Closing said by Wildcat :
Planners got six months notice, Salina and Lincoln get 3/2. They're not consolidating those two desks. Based on Wildcat's statement here and nothing else, no reference, no link, no nothing but knowing how cooperate American now works; This at least to me bares credence to my earlier statement, there was no trial period. Well there was sorta, had to determine if Wipro Technologies was a good outsourcing company and they would answer promptly, talk plain enough, etc or they should seek another outsourcing company. Not if outsourcing worked for Windstream and it's customers.
Now if that got too complex to follow, they were testing if they liked Wipro Technologies or not, but plans to outsource were a done deal it sounds like to me 6 month ago.
This post to this point is based on reading between the lines, knowing current American business practices and not on inside knowledge, nor on any documented link or source reference. But I add, had Wildcat been interviewed and what he said printed, I could then shift the blame to the publisher or news director and to some it would be more true. Funny people believe the news.
said by outsourcingblows :
As for the CSR's that Windstream has left in America, they are most likely keeping them here because we are primarily trained from day 1 to be sales reps, not service reps. And I'm sure they have the common sense to know that no one is going to sign up for DSL or Dish network from a person who cant even speak decent English. Hughes, Dell, HP, and others know this like the back of their hand. Sales will always be stateside.
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Source from Google that Evilghost referenced, here are their cooperate address and phone.
4001 Rodney Parham Road
Little Rock, AR 72212
USA
+1-501-748-7000 (Phone)
from reference »finance.google.com/finance?q=windstream
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with OpenWRT WR0.9 | 2 downstream switches feeding 5 total clients (no wireless) | Including the Data port on the side of my neck | | |
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outsourcingblows
@alltel.net
| I work at Windstream and the news of this has made me a little bit disgusted at my employer. But not only are the Tech Support Reps being outsourced to India, they are also consolidating their Customer Service Operations from the Dalton and Cornelia GA call centers to just the Cornelia call center. Keep in mind ive just gotten out of an 8-week traning class to be a CSR about a month ago at work at the Dalton Call center. And theyre consolidating Financial Services, SAG, and Assignment to the Dalton call center. This means I have to move to an entirely new department within the next few months by applying for openings, or I will simply be moved. Most likely to Financial Services since I have no senority. As for the CSR's that Windstream has left in America, they are most likely keeping them here because we are primarily trained from day 1 to be sales reps, not service reps. And Im sure they have the common sense to know that no one is going to sign up for DSL or Dish network from a person who cant even speak decent english. | |
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Wildcat
@rr.com
| I'm not here to convince the press. If I had that aim then we'd contact them. They couldn't care less. No media outlet (that I've seen) has mentioned outsourcing once yet. They've only shown a pr person saying "windstream is restructuring". My purpose here is (pointless?) venting. Anonymousss pretty much said it all in his post, right down to the chain mail. Considering the size of ws and the problems that come with a vast network, we tried to hold it together as best we could. I think we did a pretty good job. I'm biased but honestly we got a pretty good bunch of people. Everyone got along remarkably well and even if someone got on some body's nerves it would blow over pretty quickly. I hope and pray that all of us find a positive resolution to this. For now I have to sit back and laugh and wonder whats going to happen the next time drs/infranet/cams/etc goes down... Does anyone even care at this point? Ha. Don't worry customers, we're still professional. | |
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evilghost
Premium
join:2003-11-22
Springville, AL
·Windstream
1 edit | I've been pricing Static IP over Dialup, the cheapest I can find with a local POP is around $24.95/mo. A second line costs $22.80, however, there's a 'My Line' package that is $9.99 and with all the regulatory fees/taxes bumps it to $16/mo.
I can take the bandwidth hit since I mostly rely on static IP for my mailserver and webserver.
So, static IP dialup + secondary line = ~$40
Static IP DSL = $50
Can any Windstream employees think of any cheaper secondary line packages? If I can get the price down to $30 I'll pull the trigger. | |
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shadowfax
Premium
join:2007-01-06
Lexington, KY
| To qualify for the "my line", you have to have a "connect" call feature package on youre main home line. The "my line" does come with call id/waiting, and 3 way, with free install of 1 outlet for it in youre home. You wont qualify if you have only greenstreak. | |
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