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Spectre

@windstream.net
reply to Slipen

Re: Georgia ETA..??

said by Slipen:

[att=1]

This was suppose to get better right? I mean until it reads 0.00 I am not sure how much worse it could get.

Macon, GA here...just recently seen a 0.01...everytime i contact customer support I get the same damn thing.."they see no issue" and that if there is a problem that it is on my end. However when a Tech came out to my house, the problem was on their end...funny how this works...

Bashlin

join:2011-06-20
Douglas, GA
reply to Bashlin

No updates, no improvements.. A update isn't considered saying we hope to have it fixed in a years time.


Aranan0

join:2004-12-09
Dahlonega, GA
reply to Bashlin

I'm glad I found this forum. I have been using Windstream in Northern Georgia (Dahlonega) for the last few years and I can honestly say it's been difficult the entire time. We originally had problems with the connection dropping randomly--at one point, I had logged over seventy-five dropped connections in one 12 hour period. It took at least a year and countless support calls to get the problem resolved.

Luckily, it did finally get fixed. However, I seem to be experiencing the same glacial speeds that others here are experiencing. It seems to be fine during the day, then around 5:00 p.m. it drops to the point where my connection is practically unusable. Here's what I just got as a test result:




This is GOOD for when it slows down! I have often gotten into the 0.10 range, and I've seen as low as 0.02 this week.

I understand what reasonable slowdown would be during peak times, but this is insane. My wife and I are unable to simple stream Netflix without constant buffering. Online games are unplayable. Even browsing the internet is bringing back memories of dialup days where I had to start loading a page, then go and find something else to do while I waited for it to finish.

Aaron (or other WS support), please tell me there's some kind of ETA for a fix for this. It's horrible and I find myself missing my run down, crappy old apartment just because it had a reliable and stable non-Windstream connection.


Bobec
No Stooge
Premium
join:2001-01-04
Jefferson, GA
Reviews:
·Windstream

2 edits
reply to Bashlin

Several weeks ago, I opened a thread in the Windstream Direct forum, and I've occasionally bumped it asking for updates. Here's the update I got from Windstream when I asked for an update on fixing the problems in Northern Georgia:

"They will be evaluating this at the end of 2012, with a possible resolution in 2013. "

This isn't what Aaron has been telling us, so I have to ask: what is the truth about what's being done to fix our problems in Northern GA?

Bashlin

join:2011-06-20
Douglas, GA
Reviews:
·Windstream

thankfully the BBB reopened my case yesterday..at least if we ever get any legal action against windstream it'll be documented..

windstream is getting incentive money from the federal goverment now, but instead of spending money to upgrade the broken equipment it is going to fund CEO's million dollar saleries.. sad



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

Bobec,
I thought you were part the people affected by the equipment issue in Commerce GA. Most everyone in this thread is, I have been using Bashlin's ETR as a rule of thumb for everyone on this equipment. Anyone who's service runs through the Commerce Switch, which is one of our main hubs is affected and should have the same date I provided above, or at the very least within a few weeks of the date (depends on the specific port in the switch). I will double check but I am pretty positive your signal runs through our switch in Commerce. I am on my way out the door tonight but I will double check in the AM.

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


kjhawk

join:2012-10-18
reply to Bashlin

I'm in Cleveland, Georgia and have been getting extremely slow speeds for the past few months. It fluctuates with occasional times with fast speeds. Tonight I'm downloading from multiple servers and I'm getting speeds ranging from 4KB/sec to 10KB/sec. This is happening at my work in Dahlonega as well. If this isn't going to be resolved until 2013 I will consider finding an alternative to Windstream DSL.


Bashlin

join:2011-06-20
Douglas, GA
Reviews:
·Windstream

kjhawk, my service has been like this since feb 2011, you will be lucky if the service is fixed by 2014..i'm not sure how windstream is structured but it looks to be one of the worst organized companies i've ever encountered..stimulus money is keeping them in business as of now, soon as that runs out we'll get a new isp i'm sure..maybe better maybe worse, who knows..



Bobec
No Stooge
Premium
join:2001-01-04
Jefferson, GA
Reviews:
·Windstream
reply to Windstream

Aaron:

I also believe my service runs through the Commerce equipment (based upon a problem there a couple of years ago that impacted me), but I appreciate that you're checking on that just in case. As usual, your involvement seems to make things run better and helps move fixes to a faster implementation--for that I thank you.

What continues to frustrate me and most everyone else here is the gaps in communication and the infrequent/sometimes conflicting information we are getting on the status of the problem resolution, depending upon who from Windstream answers a question in this forum and when calling into a CSR.

There have clearly been problems in the Northeastern GA area that Windstream has recognized and have indicated they are working to resolve. IMHO, these problems and the steps for resolution should be easy to encapsulate and convey to WS customer service staff, so that they can deliver accurate, clear, consistent and timely information to customers. It is in this area that customer services are failing and customer dissatisfaction is growing.

I have years of experience (VP level) in leading implementation and client service teams: maybe it's time I un-retired and came to work for Windstream to help fix what is obviously broken!
--
Just because you are a character doesn't mean that you have character....


kirinian

join:2012-06-03
Moultrie, GA
reply to Windstream

Hi, Aaron.. would you happen to have any information on the DNOC issue in Fitzgerald Georgia, or the DSLAM issue in moultrie, ga? The DSLAM issue has been going on for almost a year, since December 2011. they keep pusing up the dates of repair, it has gone from may to august to september to october to december, now it is supposedly april of 2013.. any information you have or could find out about this would be appreciated



xsbell

join:2008-12-22
Canada
kudos:7
Reviews:
·Primus Telecommu..

1 edit
reply to Windstream

said by Windstream:

Anyone who's service runs through the Commerce Switch, which is one of our main hubs is affected and should have the same date I provided above, or at the very least within a few weeks of the date (depends on the specific port in the switch). I will double check but I am pretty positive your signal runs through our switch in Commerce. I am on my way out the door tonight but I will double check in the AM.

Aaron
Specialist II

So is it the actual uplink (OC-12,OC-24?) from the ATM switch to the BRAS, or the (DS1,DS3,OC-3?) ports feeding the DSLAMs? (I'm guessing the latter)

said by Bobec:

maybe it's time I un-retired and came to work for Windstream to help fix what is obviously broken!

It's not that something is broken.. it's more the neglect to maintain a legacy ATM network built for 1Mbps speeds (in most areas).

Talk about milking it. The shareholders must be happy though... cuz we all know they're the only ones Windstream (Execs.) care about.

Bashlin

join:2011-06-20
Douglas, GA
Reviews:
·Windstream

i wish windstream could hire people like usuckbell, you actually sound like your educated in this field and probably could have averted this issue all together.. seems like windstream is still trying to figure out which why to spin.. sad really, never saw a company as disorganized as windstream.. still can't believe what the CSR told me yesterday.. windstream must not train anyone in the CSR dept..


Slipen

join:2010-04-18
Cairo, GA
Reviews:
·Windstream
reply to Bashlin

Here is the response I got from BBB and PSC.

This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by XXXX. We look forward to addressing the customer’s concerns and resolving this matter.
From the filings, we understand that the customer is inquiring about service issues with his Windstream High Speed Internet service.
We are aware of Internet traffic issues in XXXX's area, which may cause slower speeds, typically during peak usage times. We are committed to providing our customers with the best service possible
and are working diligently to resolve these issues by installing new equipment and system upgrades. Although we are providing 3 Mb Speed Internet service to XXXX, the service performance will vary
based on factors such as computer memory, age of the computer, software and downloads on the computer. There can be other outside factors including, for example, the speed of the server of the websites being accessed and Internet congestion.

We regret any inconvenience this matter may have caused XXXXX. We do appreciate his business and look forward to continuing to be his communications service provider. Please feel free to contact me if you should have any additional questions or concerns.

Basically saying the line I am on will support 3mbps, thats like saying my car has 130 on the dash so it will go 130.



xsbell

join:2008-12-22
Canada
kudos:7
Reviews:
·Primus Telecommu..

said by Slipen:

Although we are providing 3 Mb Speed Internet service to XXXX, the service performance will vary
based on factors such as computer memory, age of the computer, software and downloads on the computer. There can be other outside factors including, for example, the speed of the server of the websites being accessed and Internet congestion.

It's unbelievable they're trying to blame it on other (laughable) factors when one can clearly prove it's THEIR internal network! Computer memory, age of computer.. for 3Mbps, seriously Windstream?? LOL

I really hope there is a class action brought up against them. I'd be a whole different story if they were transparent about everything, but instead, they clearly lie.

Bashlin

join:2011-06-20
Douglas, GA
Reviews:
·Windstream
reply to Bashlin

Slipen that is the same exact response i first got on my orginal BBB complaint.. they must use it as the standard response..

this is my most recent response by windstream received thursday..

This letter acknowledges our receipt of the notice of the rebuttal to the complaint (as identified above) filed by XXX XXX. We look forward to addressing the customer's concerns and resolving this matter.

From the filings, we understand that the customer is inquiring about issues his Windstream internet services.

With respect to Windstream's response, Windstream's Tier 2 technical support is monitoring the progress of this issue which will be completed as soon as possible. Windstream's Tier 2 technical support will continue to update Mr. XXX as updates are available.

We regret any inconvenience this matter may have caused Mr. XXX. Please feel free to contact me if you should have any additional questions or concerns.

Sincerely,
Amanda Karr
Windstream Communications
Executive Customer Relations
800-326-XXXX


Slipen

join:2010-04-18
Cairo, GA
Reviews:
·Windstream

Yea, I responded in kind with a spreadsheet with 4 months of peak and non peak speed test all sub .50. I had been getting less than 10-15% of the speed I pay for for at least that long and most days it was 10-12 speed test a day all at different times. I have not heard anything back since and that was a little over a week ago. I got one more with the FCC I filed last week.


Bashlin

join:2011-06-20
Douglas, GA

»gigaom.com/2012/03/06/why-verizo···oadband/

i see good and bad in this..but the future of copper DSL is grim..


tlaverick

join:2012-10-24
Monroe, GA
reply to Bashlin

Monroe is really bad right now, For a few days the neighbor has been complaining about not being able to watch her grand kids videos on youtube and getting a lot of time out issues. Windstream has told her that everything is fine on their end and showed her that she was getting the speeds she was paying for by taking her to their own internal speedtest site. I showed her that she is getting those speeds because she is inside their network when I ran tests outside of their network (Speedtest.net) she was getting less than 1/8 of what she should be getting. I changed out their router just to put her mind at ease and no change, now she can barely sustain an internet connection long enough to check email. Her grand kids cannot even watch or log into netflix or hulu when they are there.
I am so going to try to convince her to leave windstream...



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

Speedtest.net is not a accurate way to test anyone's speeds. They have to much flash on their site and the "servers" that run the tests are actually random peoples computers all over the nation that have downloaded software so people can run speed test through their from them. There is very little uniformity, if any, and there is no way to guarantee accuracy. I personally do not trust pingtest.net or speedtest.net, my understanding is that many people that work with computers on a regular basis do not use them either. If you do not want to use Windstreams speedtest website please run the speed test from speakeasy.net or some other competitors speed test program. Speakeasy is a competitor on the business side of things. If the speed test low contact our support again and advise them, they will either contact our network analysts so that tests can be run remotely, or they will send a tech out to verify that there is a speed issue and a ticket can be opened.
Currently Monroe is not a part of the utilization issues affecting other towns in GA. The last I heard it was not over-utilized, or damaged in any way. You may want to consider checking to make sure you neighbors firewall is deactivated, and that nothing is updating in the background.

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


tlaverick

join:2012-10-24
Monroe, GA

Arron,
I have her system down to the bare essentials on startup and no firewall is active on her system. I am a windows system administrator by trade. Speedtest.net may have all that flash, but it has been decently accurate over the years for me in judging the dependability of a connection. I have not ran any ping tests against one of my servers that is on an OC12 to look for packet loss nor have I done any trace routes from her connection. I guess I could do that this weekend if the problem is not corrected by then and I will give speakeasy a go from her connection as well. I can tell you that your techs are at the CO or on the lines on Nicholsville rd at least 3 times a week.

Right now my 3g hotspot from my iPhone is faster and more dependable than her connection. Arron I am not trying to slam Windstream in any way I would actually hope that y'all get it working great, I would much rather support the underdog than a big conglomerate.



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

I recently received an update from a colleague of mine out in that area. Apparently work is being done to condition many of the lines in that area. Please send us a PM with the phone number involved and Pat, Larissa or myself will take a look and get back to you with specifics asap.

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


kirinian

join:2012-06-03
Moultrie, GA

1 edit

can i get aqn update on the DSLAM repair in moultrie Ga? this has been a problem since december 2011.. windstream has pushed out the repair time 4 or more times already.. they say the DSLAM is in the central office right now.. is there an ETR you can give me? ticket number is 10234183



Bobec
No Stooge
Premium
join:2001-01-04
Jefferson, GA
Reviews:
·Windstream
reply to Windstream

Went to Speakeasy.net as you suggested, and got the following results:

Your Speed Result:
Download Speed: 210 kbps (26.3 KB/sec transfer rate)
Upload Speed: 615 kbps (76.9 KB/sec transfer rate)


By any measure, from any speed test site, these results are unacceptable when I'm paying for 12MB service.
--
Just because you are a character doesn't mean that you have character....


Bashlin

join:2011-06-20
Douglas, GA
reply to Bashlin

Hope it's cause of work being done.. But had no connection at all this morning.. Fingers crossed



Bobec
No Stooge
Premium
join:2001-01-04
Jefferson, GA
Reviews:
·Windstream



Here's a test just concluded using the tools here at DSLR. Nothing has changed. Pages are loading like they did when we used a 9600 baud modem.
--
Just because you are a character doesn't mean that you have character....


Glendower
Premium
join:2011-06-10
Lincoln, NE

1 edit
reply to Bashlin

It's nice to know that the slow speeds are speedtest.net's fault and not Windstream's! Here I was thinking that the inability to load images on a page, check my email, constant lag outs, inability to stream videos, etc. was due to my connection being really, really slow and crappy. But it's good to know that it's speedtest.net being inaccurate.

Do you guys do some kind of rolling blackouts for service so that you can pretend to fix a problem while cutting service in other areas? I get a month or two of decent, though not 100%, speed, then, out of no where, I'm sitting at below 1mbps with totally sporadic data rates (graphs that look like saw teeth). This is a pretty regular thing. I could actually use a 1mbps connection that was steady, but constantly dropping out makes it useless. At least you're taking my money.

Edit: Sorry. I was angry. I know that it's not the customer service peoples' fault and you're all probably getting a lot of grief from frustrated customers. I have always been really happy with and treated well by the CSRs I've talked to. I know that there is only so much you can do and I should save the sarcasm.


Bashlin

join:2011-06-20
Douglas, GA

any more good news for us Georgians..??


Bashlin

join:2011-06-20
Douglas, GA
reply to Bashlin

no internet again today, seriously.. can this be fixed or not..??



xsbell

join:2008-12-22
Canada
kudos:7
Reviews:
·Primus Telecommu..

2 edits

1 recommendation

said by Bashlin:

no internet again today, seriously.. can this be fixed or not..??

It was pointed out in another thread that wholesale customers get moved to the new equipment first, then Windstream customers.

If you did switch though, you wouldn't be able to contact Winstream directly anymore, you would contact your new ISP who in turn would open a ticket with Windstream.

Wholesale internet is regulated, retail isn't, meaning the ILECs can charge whatever, whenever they want. With wholesale, new tariffs have to be submitted and approved by the FCC before changes can be made.

Wholesale ISPs also pay Windstream ridiculous amounts of money to get their customers aggregated to their own equipment. There are ADSL port fees, ranging from $11.69/month (512/256) to $23.83/month (6Mbps/768Kbps), and ENAL fees. ENAL (Ethernet Network Access Link) fees range from $244/month for 3Mbps, to $1,630/month for GigE. A wholesale ISP with many customers will need multiple ENALs, one small provider here has 18 GigE links because the ILEC won't sell them 10GigE. That would be almost $30K/month the wholesale ISP pays just for ENAL, which provides absolutely no internet/transit access... add to that port fees (10K customers on 6Mbps = $238,300.00/month)... you can start to see why customers of wholesale ISPs get treated better.

Bashlin

join:2011-06-20
Douglas, GA
reply to Bashlin

Still no internet service.. Smh.. I called wind stream and keep getting a outage recording.. I just don't get it :-(