Selected ISP Support → Windstream > Windstream High-Speed Internet: STAY AWAY!

Re: Windstream High-Speed Internet: STAY AWAY!

Hi Aaron, I have been trying to reach you via PM's for some time but I suspect you are on vacation or traveling. The forum has been littered with horror stories of new equipment just being abandoned and not turned on or hooked up...a little disconcerting for sure.

I'm really hoping my project is still on schedule for its expected ETR of this month. Since I have to deliver support from home and it's a IT related position, reliable bandwidth is everything to my progress. Can I still expect to have services restored by the month's end as I was told?

I would greatly appreciate you or your manager checking in with my area's engineers (I know they dodge you guys and questions of progress like the plague) to see if they are about to wrap up this long overdue fix. I'm really hopeful you guys come through this time.

Thanks for your time and help as always,
Dan

Have the techs left the forum? I haven't got a response through threads or PM's. Anyone else having similar luck?

I thought i seen where Aaron had posted nobody would be on here till Sunday i assume that was yesterday

Thanks for the heads up. Usually Aaron is real good with getting back to customers on here. My ETR is but a few weeks away and I'm hoping when he returns he brings back good news with him =)

good luck

Thanks, I appreciate it Been dealing with dial up like performance since July of 2012 so it's due time the engineers get this under control and upgrade the stone age equipment that has been oversold and maxed out for some time now.

I can't get a straight answer i have 3 different stories so far and been given 3 different dates

I've been given the run-around on the phone more times than I can count since July. The last "fix" lasted no more than a week around September. After that failed,they owned up that the DSLAM was way oversold or to use Windstream analogy a "Latency outage", LOL. It's so funny they use that terminology to describe oversold equipment in which they are at fault for.

They then committed to upgrade my equipment by the end of February. Surely they'll meet this ETR, they have had a ridiculous amount of leniency in completing this.

Hi Patricia,

I'll definitely speak with Aaron once he returns on the 21st but in the meantime, I would appreciate it if you could do the same thing he did in contacting my local office and/or engineers on the scene.

As to be expected, I am in high hopes they will in fact have my equipment finally upgraded by month's end as promised. If you could check in on their progress that would be great. Aaron had to get his manager involved at one point to get answers so you may have to do the same.

Apparently they don't like communicating about their work, imagine that, LOL.

Any help till Aaron returns is greatly appreciated =) I really need this fixed so I can work from home without dealing with constant lag and horrible speed.

Thanks,
Dan

I don't get it. When Aaron is out of this forum there is little to no feedback or help. Very short answers if even a response if you're lucky. I've been waiting 4 days for a reply from any tech on here on the status of my ETR.

I'm supposed to be up and running on the upgraded hardware by the end of February. I just want to confirm that this is still going to happen and for someone to speak with my local office or area manager to verify. Please respond and check into this for me, I would greatly appreciate it.

I know the feeling. Its like having the devil's own job trying to answers from the other techs on here. Its been a month and a half and still haven't heard from them. I want an answer and I want it now. When is this crappy, outdated, oversubscribed hardware going to be properly replaced and configured? Lets cut the BS and get serious here.

While this is the third attempt at a fix and an estimated ETR, I have been told numerous times that the project in regards to upgrading our hardware to an Ethernet based connection will finally be completed by the end of February. To quote - " With these improvements the customer can expect speeds to improve late February. Jeffrey Toth."

However, I have not got an update since January which causes some obvious concern since they have let me down so many times now. Again, I just hope and pray they keep their word this time. I need this issue to be resolved sooner than later so I can properly work from home without the constant lag and fluctuation of speed due to the typical oversold DSLAM problem that Windstream is now famous for.

Their severe lack of initiative is crippling my work and adding unwarranted stress due to it. Constantly calling in and chasing techs around is also tedious and absurd, wasting more time of each work day. Certainly shouldn't be something any paying customer should have to do much less for this long.

I was told work was to be completed in January and here its mid February. Pretty sad that Verizon 3G faster than Windstream on a late Saturday morning.

Still waiting for an update on my Feb ETR...hope they get your DSLAM up and going as well. This has been without a doubt the most frustrating experience I have ever had with a company...bar none!

Still waiting...now it appears they don't have records of the manager that stated my equipment would be upgraded and ready by the end of February. CAN YOU BELIEVE THAT?

The bad thing is they provided this information for me in the direct forum. They looked it up and told me this information themselves in December.

Take a look " The information we see is that the current plan is to upgrade the ATM to Ethernet uplink. With these improvements the customer can expect speeds to improve late February."

Now I've been told this - "We apologize for not responding. We are short handed and calls incoming to tech support take precedence over the forums. We handle many other things not just forums. We appreciate your patience."

Is this a sad joke of some kind? How could any company be this mismanaged and out of control?

Not sure if you've ever tried or if the email even still exists, but try WINCanHelp@WINDSTREAM.com, when I had questions I always got a response back from there, it may even be the same people that work the forum though. Just something to try I guess. Sorry for the weird address and the capitol letters, stupid autocorrect.

Thanks! I'll try anything till Aaron gets back on the scene. It's not looking good though that everyone seems to be confused and records are missing of any details days from my supposed ETR ;( Crossing my fingers they actually come through this time.

Does anyone know if Aaron is back on the scene? We need your help my friend =) I'm 7 days from my supposed ETR with no answers and as usual, no one here can find a manager or engineer to confirm all is well and the upgrade in my area WILL BE completed on time as promised.

I am back, trying to get caught up. Sorry about leaving you and everyone else hanging while I was gone. Sent you a PM Doc.

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

Thank goodness you are back Aaron! Hoping you receive positive news from my local office...fingers crossed. Can't stress how much I need a steady connection for my work. Welcome back =)

Yes the company is let's just say not that good but the people they have working for them are great.

I'm just glad Aaron is back! He's already talked to numerous people in my area regarding my project since his return. More than anyone did in his entire absence.

It's a good news bad news situation. More stuff to fix apparently then they thought but he got the additional funding approved so now my new ETR is 3.29.13. I'm so close to getting this fixed I can feel it =)

well i'm glad you got good news i got bad news bad news with my situation

Sorry to hear that man ;( I'm not out of the woods yet at the upgrade process is still in limbo as far as being completed but I'm looking for an update that I"ll hopefully get shortly. I'll let you guys know how it goes and good luck borisbadenov, hope things turn around on your end.

Coming up on my late March ETR...will keep you guys posted on whether or not Windstream comes through and keeps their word.

Aaron (the one and only saving grace at Windstream for support with my issue) has been terrific in keeping me informed and staying on top of the situation and encouraging the local techs to finish up. Fingers crossed for some relief very soon!

Waiting word from Aaron but right now Windstream is suddenly confused about my upgrade and its progress...the last week of their promised ETR no less.

How can something be so mismanaged and handled so unprofessionally? I want to be clear, Aaron has been terrific and his manager as well, but the Engineers have the worst support and project management practices I have ever seen in the industry.

Instead of them meeting their ETR's and giving weekly or even monthly updates, they respond with "I don't know" and "Not sure why the ETR was missed" or they simply don't relate, respond or return calls or email. Why are these guys employed again?

Trying to stay positive, this company is really starting to hit a new low though. I was hoping the bad press in GA and the investigation, along with now being known for delivering the worst advertised internet speeds in the business would force Windstream to get their act together. We'll see...

Well, my ETR has come and gone. With that I have been given little to no reason why since nothing has been fixed.

Engineers are confused, tickets are closed without details and anything else utterly ridiculous is in full swing in regards to why the upgrades aren't completed. It appears that during the last week of meeting the proposed ETR the issue in my area has grown incredibly complex, causing great confusion and delay. This is Windstream's answer. Seems legit...

I'll be starting a thread for South Carolina in hopes that we can get Windstream under investigation and on the news just as GA did. It seemed to actually push these knuckleheads to do their job and keep their word for some members on here so it's worth a shot.

Ya the company SUCKS but like I have said before the people the NON CEO's who make all the money are really nice like the ones on here, when they reply lol, or the few I've called on the phone or have come out here.

The only real help I have received from Windstream has been from Aaron on here and now they are feeding him very little info on why the ETR was missed and what's going on.

He can't even make sense of the closed tickets and lack of information. My local manager was supposed to fill him in and so far all we got was " There is a back haul issue and the problem is more severe than originally thought." So in other words they dropped the ball again, didn't come near their ETR and now they are buying time.

And my upgrades included an upgraded DSLAM and AGG so what else is out there that has eluded them till now? Unbelievable...