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

reply to computerdoc

Re: Windstream High-Speed Internet: STAY AWAY!

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.

reply to computerdoc
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!

reply to computerdoc
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?

reply to computerdoc
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.

reply to computerdoc
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 =)

reply to computerdoc
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 =)

reply to computerdoc

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.

reply to computerdoc
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!

reply to computerdoc
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...

reply to computerdoc
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.

reply to computerdoc
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...