Selected ISP Support > Windstream > DSL Speed Issues

reply to Maar

Re: DSL Speed Issues

reply to Maar

reply to Maar

Yep broke in North Florida also. Best speed I have had all day.

Hey looks like we have club lol. I guess Oklahoma should join as well lol.. Here is my latest. To bad it did not have one more ping

Hey Maar:

just wanted to say hello from southern Montgomery Co. We're having similar issues w/ WS-- slow speeds nearly every evening... IF I can even get test to "register" (that slow) I'll share speeds obtained from near Caddo Gap...

(this is a 3mbps line that i 'upgraded' to... ha!)

reply to Maar
I'm raging over this.
Anyone else?

I have complained to windstream for over a month now and have been told there is a slowness issue during peak hours affecting multiple states from Ohio to Arkansas and they are currently working on it. This has been 3 weeks, 3 managers, multiple calls to support and a tech visit. Most have been nice, which is great, but I want my service. Today I was getting 1.6 mbps down and I pay for 12. (North East Ohio)

reply to pabloAR

reply to Maar

reply to Maar
Iowa here, pay for 12 and get this. Multiple techs say there is no problem on our end and it seems Windstream has given up on us.

Here is my complete activity report with the Better Business Bureau.

COMPLAINT ACTIVITY REPORT Case # 19030188

Consumer Info: ████████████ Business Info: Windstream Communications, Inc. 4001 N Rodney Parham Rd Little Rock, AR 72212-2442 501 748-7000

Consumer's Original Complaint :

We have had Windstream DSL since October of 2006. In October of 2010 the DSL speeds started dropping during peak hours and weekends. Windstream claimed for several months that it was not a over subscription issue. On December 20th 2010 Windstream finally admitted that the remote was oversubscribed and I was told that they would be upgrading the remote to fiber. They said that it would take until September 9th of 2011 to complete the upgrade.

I followed up with Windstream throughout the summer and was told numerous times that the upgrade was "on schedule". On August 3rd 2011 I spoke with Amanda in their complaint dept. and she assured me that everything was still on schedule for Sept. 9th.

Then on August 29th I am told that absolutely NOTHING had been done all summer and it will be sometime next year before any repairs are scheduled.

Windstream flat out lied for 10 months regarding fixing this remote. They still have no plans to fix the remote, yet are continuing to sell more DSL accounts off of it. Seems fraudulent to continue to sell new DSL accounts on a remote that Windstream has acknowledged to be oversubscribed for over 10 months.

Here is the complaint thread that I made in November 2010. On page 4 you will see Windstream admitting to the over subscription issue and stating that the fiber upgrade is being planned. »DSL Speed Issues

Consumer's Desired Resolution:
I want Windstream to repair or upgrade the oversubscribed remote in a timely manner. They have already lied for over 10 months and now want us all to wait another year + while they continue to sell more DSL accounts off of a remote that they have known was over subscribed for almost a whole year. Total BS way to run a company.

BBB Processing

09/06/2011 web BBB Case Received by BBB

09/09/2011 lorp BBB Case Reviewed by BBB

09/09/2011 Otto EMAIL Send Acknowledgement to Consumer

09/09/2011 Otto EMAIL Notify Business of Dispute

09/19/2011 WEB BBB RECEIVE BUSINESS RESPONSE : Windstream is in receipt of the complaint filed by ███████████, regarding his broadband service. I appreciate the opportunity to address his concerns.

Although Windstream is providing 1.5M broadband service to █████████, the actual performance will vary based on factors such as Mr. ████'s computer memory, age of his computer, software and downloads on his computer, as well as other outside factors including the speed of the server of the Web sites being accessed and internet congestion.

Additionally, Windstream is cognizant of ongoing internet traffic issues in Mr. ████'s area which can cause slower speeds, typically during peak usage times, and is committed to correcting these issues in order to provide our customers with the best service possible. For this reason, we are working as quickly as possible to resolve these issues by installing new equipment and system upgrades. At this time, we do not have an estimated completion date for the installation and upgrades.

Windstream apologizes for any inconvenience to Mr. ████. I assure you, we do appreciate his business and are making all efforts to improve our service to the citizens of Mt. Ida . I hope this assists in resolving your concern. If you have any questions or require any additional information, please feel free to contact me

Thank You,
Yvette Gadson
Executive Customer Relations
Windstream Communications, Inc.
800-222-6825

09/21/2011 lorp EMAIL Forward Business response to Consumer

09/22/2011 WEB BBB BBB REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

This is NOT an acceptable response to an issue that has been ongoing for a year. Windstream told us in December 2010 that the fiber upgrade was approved and would be installed by September 9th. So that was 9 months that we waited and even when I spoke to Windstream on several occasions over the 9 months I was assured that the upgrade/repairs were on schedule. Absolutely no repairs or upgrades were being performed. Only thing Windstream did during those 9 months was lie multiple times about working on the problem.

I would like to know what exactly would be defined as "unacceptable" by Windstream? Since getting less 1/3rd of the speeds that you pay for a year is acceptable. How long do we have to wait before it becomes unacceptable? Do we have to wait another year while paying full price for a broken service before it finally is deemed unacceptable?

We are not asking for anything out of the ordinary. We just want our service to function like it did the first 4 years and not like it has for the last year. I pay for 1.5mb speeds yet consistantly get speeds of .2 - .5 We might as well be on dial up most of the time. We are not going to stop complaining until this issue is resolved. Your company is still selling new DSL service off of a DSLAM that has been oversubscribed for a year which only makes the issue worse. Our next step will be to speak to an attorney. We have documented these issues since November 2010 and have it in writing from Windstream on Dec. 20th stating that the remote is indeed over subscribed and a fiber upgrade would be scheduled.

So practice what you preach and fix this issue instead of giving us more Windstream lip service about how hard your company is working to resolve these issues because it is simply NOT true. You have done nothing but drag your feet and wasted 9 months lying about fixing it.

Also, I am not on the Mt. Ida DSLAM. I am on the DSLAM between Mt. Ida and Story. My PC is a Quad core 2.4Ghz / 4 Gb's of RAM with absolutely ZERO virus's or spyware. So you can stop trying to place the blame for sub par service on my equipment.

09/28/2011 OttO EMAIL Forward Consumer Rebuttal to Business

10/05/2011 WEB BBB RECEIVED BUSINESS FOLLOW-UP RESPONSE / REQ'D INFO. : Windstream is in receipt of the rebuttal filed by ██████████, regarding his broadband service. I appreciate the opportunity to address his additional concerns.

In reviewing the account, I was able to find documentation that Windstream Representative, Amanda, has been in direct contact with Mr. █████ since May 2011. Her most recent documentation on the account is from her 9/29/11 call with Mr. █████. I also show that she has programmed the account with a monthly $10.00 credit, which will reflect for 12 months, to reduce the cost of his broadband service, as we work towards a permanent solution to resolve the issues at hand.

Windstream apologizes for any inconvenience to Mr. ██████. I hope this assists in resolving your concern. If you have any questions or require any additional information, please feel free to contact me.

Thank You,
Yvette Gadson
Executive Customer Relations
Windstream Communications, Inc.
800-222-6825

10/06/2011 lorp EMAIL Forward Business' Second Response to Consumer

10/06/2011 WEB BBB RECEIVED CONSUMER'S FOLLOW-UP RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

Yes, Amanda has given me a $10 credit for the next 12 months. Big deal. My internet has been bad for a year and there is absolutely NO PLANS at all to fix it. You lied all year telling us that the upgrade was on schedule when in fact NOTHING at all has been done. A measly 10 dollar discount is an insult after dealing with your companies lies for the past year. ALL MY NEIGHBORS AND I WANT IS WHAT WE PAY FOR. NOTHING MORE!!! NOTHING LESS. Is that so hard to understand?

Nothing you do besides FIXING this problem will satisfy me. I have heard all your lies and am sick of getting less than 1/3rd the speeds I pay for. Here are the speeds that I was getting last night. Take a look at these speeds. Would you be happy if this was the type service you received from your ISP and a year had passed and the ISP refused to do anything?

»speedtest.net/result/1519024566.png

»speedtest.net/result/1519397562.png

»speedtest.net/result/1519231725.png

Quit wasting my time with lies and excuses and practice what you preach and FIX IT!!

Thank you,
███████

11/01/2011 lorp MAIL BBB REQUESTS INFORMATION FROM THE CONSUMER : E-mail sent to the consumer asking if repairs have been made by Windstream.

11/02/2011 lorp BBB RECEIVED CONSUMER'S FOLLOW-UP RESPONSE :
Windstream has done nothing to fix the issue and cannot give me an ETA on when it will be addressed. The best estimate I have been given is ''sometime next year''. I was given a $10.00 discount from my DSL bill for the next 12 months from Amanda in their complaint department. I have repeatedly explained to Windstream that discounts on my bill do not excuse the fact that my internet is unusable during peak hours. It has now been over 12 months since this issue began with no fix in sight.

Thank you,
█████████

11/09/2011 lorp EMAIL Forward Consumer Rebuttal to Business

11/18/2011 lorp BBB RECEIVED BUSINESS FOLLOW-UP RESPONSE / REQ'D INFO. : Windstream is in receipt of the rebuttal filed by █████████, regarding his broadband services.

I look forward to addressing his additional concerns.

In regards to this rebuttal, I have reviewed the status of the fiber upgrades in the Mt. Ida area.

Unfortunately, this upgrade is still on hold, with no date scheduled. If there should be a status change in regards to the upgrade, Mr. ███████ will be notified.

Windstream apologizes for any inconvenience this delay may have caused. If you have any questions or require any additional information, please feel free to contact me.

Thank You,
Yvette Gadson
Executive Customer Relations
Windstream Communications, Inc
800-222-6825

11/21/2011 lorp BBB MORE INFO RECEIVED FROM THE CONSUMER :

Dear Ms. Plant,

I have already filed an FCC complaint. They received the same reply from Windstream that you did. They said I would have to hire a lawyer and file a formal complaint since Windstream has refused to fix this issue. I would have to pay the filing fees for the complaint and hire an attorney. I called the Arkansas Public Service Commission a few months ago. They told me that they did not handle ISP issues. I have also filed a complaint with the Attorney General. They also received the exact same response that your organization and the FCC received. They suggested that I hire an attorney. Unfortunately I am not in a position where I can hire an attorney and fight a billion dollar company.

I really do appreciate all of your help regarding this matter.

Sincerely,
████████

11/21/2011 lorp BBB Offer Arbitration Services - Dispute Unresolved

11/21/2011 lorp EMAIL SEND OFFER TO ARBITRATE TO NONM BUSINESS : Cancelled due to corrupted table per ticket 1322837130 (older than 7 days)

11/21/2011 OttO EMAIL SEND OFFER TO ARBITRATE TO NONM CONSUMER : Cancelled due to corrupted table per ticket 1322837130 (older than 7 days)

12/06/2011 OttO BBB Consumer did not respond to offer to arbitrate

12/09/2011 lorp BBB BUREAU COMMENT : The business has declined the offer of arbitration services per e-mail 12/8/11:

Lori,

Windstream declines this offer.

Thank You,
Yvette Gadson
Executive Customer Relations
Windstream Communications, Inc.

12/15/2011 lorp BBB BUREAU COMMENT :

Ms. Plant,

I agree to the arbitration. I highly doubt that Windstream will agree to participate though. They have proven themselves to be a company that only cares about profits and does not care about their customers.

Thank you,
████████

01/04/2012 lorp BBB BUREAU JUDGED CASE AJR : The BBB has determined that this case should be administratively closed. The parties were unable to reach a mutually amicable agreement through the initial complaint process and arbitration was offered by the BBB. Although the consumer accepted the offer, the business declined and the case must now be closed as the dispute resolution services that the BBB can provide in this case have been exhausted. The business has acknowledged the ongoing traffic issues in the consumer's area and has advised that it is working to install upgrades in his area. No scheduled date of installation has been set. However, the business has issued a $10 monthly credit to the consumer for the service issues he has complained of. Windstream did indicate that repairs and/or upgrades will be made at some point in the future and also that it cannot guarantee internet speed since it can vary due to factors including the type, quality, and age of the consumer's computer, as well as other factors.

01/04/2012 Otto EMAIL Inform Consumer - Case ADMINISTRATIVELY CLOSED

01/04/2012 Otto BBB Inform Business - Case ADMINISTRATIVELY CLOSED

01/04/2012 Otto BBB Case ADMINISTRATIVELY CLOSED

Windstream will not even give an update on this area in their Direct Forums.

I was told by Melissa via PM on December 13 2011 "that the project needed to correct the utilization and bandwidth issues in my area was a large fiber project. At that time they were awaiting stimulus funding to make this upgrade possible. There was no time line determined as of yet however, and that she had sent a request to the manager over the project to see what the most updated status is and an estimated time of completion. She said she would post an update as soon as she received those details. She apologized for the delay in repairs they had encountered thus far."

So 3 months has past since she said she would get back to me. I ask for an update in the Direct Forum over a week ago and 3 Windstream techs read it, but none of them can even take the time to answer. Unbelievable. It is nice to see they take the time to answer EVERYONE else that has asked a question, but ignore mine.

Stay classy Windstream.