Selected ISP Support > Windstream > [Troubles] Slow internet speeds during peak hours 5pm-11pm Sanfo

[Troubles] Slow internet speeds during peak hours 5pm-11pm Sanfo

Re: [Troubles] Slow internet speeds during peak hours 5pm-11pm S

Thanks for the clarification Maar it helps to understand what the potential problem may be.

I can tell you that billing support was nice and are giving me a credit for 80$ toward my bill this month due to the speed issues.

They also explained to call after I receive the bill each month to report any problems so they can credit the account accordingly so at least now I know that when I get the bill to call and complain for the past month and get credited for the amount of time with the speed loss which is normally half the time once you factor in weekends.

Windstream is looking into it and I can say every time they dispatch a technician I can verify they are coming out and checking something. I have also had no complaints with the email support as I get fast responses and I understand their hands are tied as far as information they can share and provide as I work in the tech support field myself but I would like to see some sort of solution if one is available.

Ill keep updating as I have new information.

reply to foresakor
All too familiar. What this means, is you need to just deal with it. I've been fighting the same issue for over 6 months now. Windstream stated that they added more capacity in my region, but alas. I only have a new definition of slow. Instead of a cap of 2-3mbps with a limited number of latency dropouts, I now get blistering bursts of speed with long latency dropouts. Bottom line is it still is 0.7mbps in the end. It's like they eliminated the speed limit, and put up a bunch of toll booths on the information superhighway. You can call Windstream, and all you will get is a stream of wind of apologizing for the poor service. It's time to contact the FCC and PSC in your state to try and get them the help they need to fix the problem.

SE NE-
Have you posted in »Windstream Direct or PM so that your issue can be investigated? If not please do so. I would like to see your issue resolved.

Aaron F
Support Specialist II
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We're here to help! wci.broadbandhelp@windstream.com

Still having the problems with the speed drop and with the Holiday coming up I can probably forget about using the internet Wednesday evening thru Sunday.

I hope a solution is in sight.

We have sent a PM with the latest update on your issue.

Thanks,
Melissa
Specialist II
Tier 2 Support
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We're here to help! wci.broadbandhelp@windstream.com

Can I get an update on when the DS3 that my connection goes through will be upgraded to an OC3 in order to correct the latency issues I experience every evening and weekend?

I realize that a ETA may not be exact but atleast it will give me hope that the issue will get resolved at some point instead of leaving it open stating that I'm scheduled for an upgrade but we don't know when it will occur.

Happy Holidays!!

We are currently waiting on a response from our engineering department. I or Melissa will up date you as soon as the information becomes available. I apologize about the delay.

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

reply to foresakor

Thanks Marr, I agree 100% that it is frustrating but unfortunately Windstream is my only option where I currently stay or I would have switched well before now. I work in the technical support field and I would love to hear the response I would receive if I told a paying customer that "We understand what your problem is and have a solution available but currently do not have an ETA as to when we will be able to implement it, but thank you for your business".

I continue to have my issues during peak times but I at least feel fortunate that my speed drops are not as drastic as some experience.

Happy Holidays to Everyone!!!

some of my great afternoon speeds. I pay for 12mbps;

Still having afternoon peak time slow speed issues from 5pm to 12-1am in NC.

I'm being told a fix is in place but unfortunately no time frame available on when its to be implemented.

I pay for 12mbps but only get 10-15% of that speed during the high speed times.

foresakor-
We haven't forgotten about you. We are currently looking for detailed information on when the new equipment will be turned up. I would assume it won't be long, but as soon as we get a specific answer so will you.

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

Aaron,

Is there any way you can look at all my information and see if anything can be done to boost up my incoming signal or something to help while we wait on a permanent solution?

Speeds have been awful this weekend and this was one of my higher speeds.

Sigh... I just want 8-10mbps to stream some videos but alas not possible.

A synopsis of how things have been going in Lexington, SC:

Peak hour speed/latency issues reported to WS in early April, 2011. WS responded "We should have some improvements made on our end by 4-15-11, We will be making even more improvements to make things even better at the end of July."

On 7/17/2011, WS responded "The estimated time of resolution for the latency issue in your area is now 9-30-11."

On 9/26/11, WS responded "We are still on track, the work should be completed by 9-30-11."

On 9/29/11, I responded to WS, "...As of last night, my 12mb DSL service will get less than 3mb during peak usage hours. It obviously appears to be a saturation/congestion issue."

On 10/2/11, WS responded "The work scheduled for 9-29 has been completed, but the ticket also has work scheduled on 10-4-11 and 10-6-11 to move CU over to the new equipment."

ON 10/4/11, WS responded "The work that was scheduled for 10-4 has been completed. One more to go on 10-6."

On 10/6, WS responded "All the work has been completed, we are now in the testing phase. You may want to test your connection at this point."

At this point it has been from early April to October, 2011.

Starting in mid-December 2011, the same issues started up again.

On 1/12/12, I called WS tech support. After doing multiple tests and escalating to tier 2, I was given a tier 2 ticket number for "high utilization on an ATM port."

On 1/21/12, I sent a PM to WS asking for an update and providing the ticket number.

On 1/23/12, WS responded "That ticket is scheduled to be resolved by 3-31-12."

I have come full-circle with this issue. There appears to be a lack of capacity planning with Windstream. It took six months to resolve the issue initially. Then, things only improved for a couple of months. Now, I will wait another three months for more upgrades. This is pathetic! AND THEY ARE RAISING RATES??? They can't even provide the service that they are currently selling.

Aaron,

The windstream phone support is terrible. They offer nothing other than please power off the modem and wait a few minutes and then power back on. After that fails its I'm sorry it appears there your area is over subscribed which is causing your slow speeds.

For the past 2 days my internet in the afternoon has looked like this;

It does not appear that any of the equipment/provisioning exploded. Your provisioning is built correctly. It looks like the technicians have been working on upgrades. I am working with Larissa to get additional information.

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