| Windstream DSLAM *KABOOM* Does anyone know a telephone number for windstream's engineering department?
It's going on a week now (since April 30th) and I can't get any direct answers on when my connection will be fix via customer service or their supervisors. They take the stance of "well we have your trouble ticket open....and it's scheduled to be fixed tomorrow". I was told this twice now since Monday the 4th and here I am on a 12MB connection connected at 128-256kbs on average for over a week now and I'm beginning to get an attitude with this connection and Windstream's commitment to their network.
The Technician that tested my line said he would call back and didn't. He said I opened a "can or worms" with this issue......FIGURES.
Unfortunately my problem is related to the local DSLAM network that's dropping packets and producing high pings and even moving me to another set of pins didn't help. As this issue is "Network" related the standard customer service numbers are useless to me.
*Note* If someone at Windstream reads this please contact me if you can help, or a may need to take this issue up the chain of command. |
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 PiggieI Actually use WindstreamPremium
join:2005-11-23
Orange Springs, FL | There is a Windstream person that was around here under the name Windstream. He might take weekends off.
However just like my comments in the Twitter thread this is yet the next example of exactly what I was talking about in getting customer service answer over the phone.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with Tomato 1.18 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my neck | |
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mdbrozik
join:2002-08-09
Fredericktown, PA | reply to MicroBell
Microbell
I'm just down the river from you in Fredericktown. Try the twitter service. »twitter.com/windstream The rep's name is Mollie and she is responsive.
I tried for a year to get 12m dsl only to be told that i was too far out. I can see the CO from my front yard and my attn is like 12. 24 hrs after twitting win I had a positive resolution. It seem that an old service address was still in the system as billing address is registered to a PO Box (i use paperless billing).
Anyway two days after that my 12m was up and running.
I created a mini controversy over twitter v traditional phone support in another thread. But this is the 21st century. I think you should leverage any and all available paths to problem resolution.
I hazard a guess that Win probably would be unresponsive to a telegram, telex or smoke signals too
Short answer: try »twitter.com/windstream |
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| reply to MicroBell
Thanks for the twitter linkage. I will give it a try...but unfortunately I think it's beating a dead horse as this is a network related issue. I already "made some waves" and got a call back from a supervisor of customer service but with the same results...... nada.
Time to go up the chain to the district manager and then to the VP and president. Hopefully since the problem is the DSLAM itself I can only pray I'm not the only one bitch'en about it.
mdbrozik???
Did you go to Carmichaels HS??
Your last name and initials match someone I went to HS with. |
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PiggieI Actually use WindstreamPremium
join:2005-11-23
Orange Springs, FL | reply to mdbrozik
said by mdbrozik:Microbell I created a mini controversy over twitter v traditional phone support in another thread. But this is the 21st century. I think you should leverage any and all available paths to problem resolution. I am an old pig. I have heard the excuse all my life that this is now and that was then. Please not personal but I can't help but comment. Look at the deregulation mess because the safeguards were no longer needed. Look at Iraq because we had "learned" how to win a war from Vietnam. The list is long.
I see it as the 21st Century should give a company even more years to perfect phone support. But instead not you, but Windstream sees the "21st Century" as a time when trained, not script reading CS Reps are a thing of the past. Yet it appears obvious that this self giving person mollie does understand DSL and her company's system and not from a script book.
Hence it goes back to proving my point that trained employees you keep over the long haul, help the company and bottom line. Not firing them all to give a few quarters of higher dividends to stock holders and bonuses and higher salaries to a few at the top. That to me is what I think of when I think of the "21 Century". Another simpler word is greed.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with Tomato 1.18 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my neck | |
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PiggieI Actually use WindstreamPremium
join:2005-11-23
Orange Springs, FL | reply to MicroBell
said by MicroBell:Thanks for the twitter linkage. I will give it a try...but unfortunately I think it's beating a dead horse as this is a network related issue. I already "made some waves" and got a call back from a supervisor of customer service but with the same results...... nada. Time to go up the chain to the district manager and then to the VP and president. Hopefully since the problem is the DSLAM itself I can only pray I'm not the only one bitch'en about it. Miro, I would try the twitter service. I am fairly convinced your problem is fixable if in the chain of command someone actually takes a close look at your line and doesn't just report back and keep closing your tickets. Believe me, I have seen this scenario more than I would like to see and it's happened to me twice. Once where only when an engineer came on here after me posting over and over and over this needs to fixed because it used to work, did anyone really look hard enough to find the real problem.
How ever you attack this, don't give up.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with Tomato 1.18 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my neck | |
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| reply to MicroBell
If you are not getting the resolution you need please try the escalation team. If you're still unable to get resolution please contact Jeff Gardner, the CEO. I have spoken with him personally to resolve some issues I've had, all on the Windstream end. Please only use him as a last resort and be as professional/polite as possible. Involving Mr Gardner after exhausting all available resources lead to 24 hour resolution. A concise history/synopsis email would be ideal.
The email format is firstname.lastname@windstream.com (Jeff.Gardner).
mdbrozik: Your twitter thread was a good one, however, one shouldn't expect competent service only if you're a Twitter user. I wouldn't classify the inability to speak to a human via voice to receive competent service as evolution...  |
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 WindstreamPremium,VIP
join:2009-03-31
Twinsburg, OH
kudos:28 | reply to MicroBell
Hello MicroBell, I'm sorry to hear about the problems you are experiencing and I'd be happy to look into this and involve our Engineers if needed. Can you please send me your Windstream email address or phone number so I can access your connection information? My address is listed below.
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We're here to help! wci.broadbandhelp@windstream.com |
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1 edit | reply to MicroBell
Windstream...
Requested information sent to your email address. Thank you.
Sir Meowmix III....
Thanks for the info. I called again today and they closed the trouble ticket without a resolution. Go figure... Anyway I was told engineering was aware of the issue...but then again they have been aware since April 29th and here I sit on May 11th....with a 12MB connection...connected at less then 1MB, packet loss, and extremely high pings. I'll give them a few more days before I involve management in this issue.
Piggie
Thank you for your input. As I used to work for Bell Atlantic I unfortunatly know the process of esculation and have no intention in giving up. I've taken things before to teh CEO's and Presidents of a few companys and will do so again if need be. |
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| reply to MicroBell
Microbell, sadly this is standard operating procedure. My experience has been they will consistently close tickets, without contacting you, without resolution, and without remorse. I've had many tickets opened and explicitly told them to call my cell phone; they called the home phone. I've had them close tickets with ticket notes that say the technician spoke with me and all was fixed; of course this never happened. Piggie has had similar experiences as well I believe.
By all means give the escalation team a chance, when/if that fails, involve Mr Gardner. Sadly, there have been several cases where the left hand doesn't know what the right hand is doing. If you worked for the Bells you know exactly how this is (BellSouth at one point here)...
Keep us updated if you don't mind. |
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| reply to MicroBell
Will do Sir M.
I am a little perplexed as to why I have not seen any other people complaining about this issue in my area as I've been told it's network wide within the local DSLAM.
Maybe it's the "Hick" town I live in and no one else is paying attention to their speeds/connections......lol |
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| reply to MicroBell
We had four T1's feeding 380+ subscribers, some with 3Mbit. Now, it doesn't take much to realize that 4x1.5Mbit isn't enough to sustain that volume of subscribers.
So they turned up a DS3 and it turned into a three month long fiasco. Getting Mr Gardner involved finally brought resolution to the issue. I won't go into the gory details but the ONLY time Alltel/Windstream has heard from me is when there's problems on their end, never CPE issues. I had ~6+ pages of tickets. Mr Gardner was quite surprised. |
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mdbrozik
join:2002-08-09
Fredericktown, PA | reply to MicroBell
Microbell,
1st...no i didn't go to Carmichaels. Sorry
2nd...my speeds have been great. consistently getting 1200+kps on file downloads. I do directv VOD and netflix streaming to my blu-ray player
Love to read all the posts from the Win bashers in here. Personally, I'm more than satisfied with Win.
I come up from the days of 300 baud then 56k modems to direcway sat service to win dsl. Win has never disappointed me. Its a steady reliable service at a reasonable price. |
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PiggieI Actually use WindstreamPremium
join:2005-11-23
Orange Springs, FL | reply to Sir Meowmix III
said by Sir Meowmix III :
Microbell, sadly this is standard operating procedure. My experience has been they will consistently close tickets, without contacting you, without resolution, and without remorse. I've had many tickets opened and explicitly told them to call my cell phone; they called the home phone. I've had them close tickets with ticket notes that say the technician spoke with me and all was fixed; of course this never happened. Piggie has had similar experiences as well I believe.
said by MicroBell:I called again today and they closed the trouble ticket without a resolution. Go figure... No Bashing, no complaining, lets get this straight. What Sir MM #3 and I have seen this. I have seen it twice to answer your question Sir MM #3. I stated earlier or in another thread lately back in August 2007, lightning hit the local CO. The local WS guy told me a day later. He said he though he had it fixed but I said no (we were talking at the local little store). I had already called it in but he had not received anything, and I believe him. He is a local member of our little 3000 people town and you don't lie and bullsh/// here without being talked about. And he is highly regarded member of the town.
Well it went on and one, they replaced a few things, kept closing ticket, but by Sept 15 or so (6 weeks later) they had it back to 1.5 m and I have 3m service. I kept calling, they kept closing tickets. Nothing would get escalated as even the escalation team kept reading me reports. I said but I know networking, and it's not my 3 machines, all of which at the time were running different OS. Still I got blown off. I complained here on DLSR over and over and over. Finally in Nov, someone from Little Rock read one of my posts. A week later they had replaced the backplane of the device that converts the fiber to feed the DSLAM (we have an old DSLAM). They thought something was strange when they swapped card around in it and could get it better without fixing it I later found out. The reason was there is always a slight difference in cards and how they react to a backplane that is either broken or not engineered correct. I know this from building a lot of TV studio equipment which I did for decades.
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The above was actually the second time. The first time Sir MM #3 remembers well. It was me dropping connection and they never admitted there system can't be saturated without dropping packets. That is when Tomato and QOS solved my problems. But I solved, rather Sir MM #3 solved that problem not Windstream.
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Sadly it is common.
Again, I am not Bashing, I am not Ranting. Anyone that interprets that is imposing their view on mine.
It is a fact.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with Tomato 1.18 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my neck | |
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| reply to mdbrozik
mdbrozik - Not bashing, just trying to help.
I came a little later, 1200 baud days. I was also on Hughes with the DW4000 on SatMex5 1050 I believe. I was luckly with a pretty good 128Kbit inroute. I was on the .74m dish, I remember bursting 12Mbit until the FAP hit.
Just because you're had great service doesn't mean the converse isn't true either. That would be a little short-sighted.
All I am doing is sharing my first-hand, personal experiences, in an effort to help. Truth != Bashing, I'm trying to keep emotion out of the posts. |
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| reply to MicroBell
Piggie....
When you were dropping connections did your DSL modem log display as such?
P0000-00-00T00:35:27 E |Ethernet |Link 1 Down
P0000-00-00T00:35:30 E |Ethernet |Link 1 Up - 10Base-T Full Duplex
P0000-00-00T00:35:49 E |Ethernet |Link 1 Down
P0000-00-00T00:36:05 E |Ethernet |Link 1 Up - 100Base-TX Full Duplex
P0000-00-00T00:36:25 E |DHCP Server |Last DHCP Server message repeated 1 times.
P0000-00-00T00:36:25 E |DHCP Server |Address 192.168.254.1 given out to 00:22:15:24:32:ff
P0000-00-00T00:36:44 E |DHCP Server |Replied to DHCP_INFORM from 00:22:15:24:32:ff
P0000-00-00T06:04:42 E |Ethernet |Link 1 Down
P0000-00-00T06:04:43 E |Ethernet |Link 1 Up - 10Base-T Full Duplex
P0000-00-00T06:05:04 E |Ethernet |Link 1 Down
*note* There are many more entrys like this in my logs.
Windstream seams to think I may have a modem issue wereby to me it seams a connection issue on windstreams side that's dropping my connection. |
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PiggieI Actually use WindstreamPremium
join:2005-11-23
Orange Springs, FL | said by MicroBell:Piggie.... When you were dropping connections did your DSL modem log display as such? P0000-00-00T00:35:27 E |Ethernet |Link 1 Down
P0000-00-00T00:35:30 E |Ethernet |Link 1 Up - 10Base-T Full Duplex
P0000-00-00T00:35:49 E |Ethernet |Link 1 Down
P0000-00-00T00:36:05 E |Ethernet |Link 1 Up - 100Base-TX Full Duplex
P0000-00-00T00:36:25 E |DHCP Server |Last DHCP Server message repeated 1 times.
P0000-00-00T00:36:25 E |DHCP Server |Address 192.168.254.1 given out to 00:22:15:24:32:ff
P0000-00-00T00:36:44 E |DHCP Server |Replied to DHCP_INFORM from 00:22:15:24:32:ff
P0000-00-00T06:04:42 E |Ethernet |Link 1 Down
P0000-00-00T06:04:43 E |Ethernet |Link 1 Up - 10Base-T Full Duplex
P0000-00-00T06:05:04 E |Ethernet |Link 1 Down*note* There are many more entrys like this in my logs. Windstream seams to think I may have a modem issue wereby to me it seams a connection issue on windstreams side that's dropping my connection. No I was dropping on the WAN side of the connection. My Ethernet LAN was running fine.
I was dropping connection with Windstream. I could reproduce it by saturating my connection, but Sir MM #3 probably remembers as he saw the same thing.
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| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with Tomato 1.18 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my neck | |
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| reply to MicroBell
On the modem (4200/5200) logs you'll see LCP teardown the PPPoE session after max LCP echo misses, this value is configurable on the PPPoE client like ras_pppoe (GNU/Linux) but essentially due to the lack of hardware flow control there is no way to really sense CD unless you're sending an LCP echo request (and a respective LCP echo reply from the BRAS/AC). So, when you reach the threshold you tear down the PPPoE session. The issue Piggie and I ran into was if there was enough Layer 3 saturation and above then Layer 2 would suffer, the answer was to QoS Layer 3 to ~90% of the observed speed and Layer 2 LCP would succeed.
Piggie keep me honest, it's been a while. |
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| reply to MicroBell
MicroBell: From the looks of the logs you posted, I agree, this is LAN or MODEM/router related. I don't see this being WAN, you're dropping your LAN interface.
Have you verified your patch cable is good, downstream equipment is good/etc? |
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1 edit | Yup. I replaced the patch cable with a new one just in case. I also took my router and network out of the equation so the DSL modem is connected directly to the PC and the tech that was out here on the 4th tested my line and line to the pole. All was good.
Attached is a line quality test that shows some major loss in the low/med bandwidth stream.
Pics a little hazy. Here's the link to the test.
»/linequality/nil/2520416 |
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