Gixxer-
Windstream DSLR forum agents are not Helpdesk or Tier I agents. We are all Tier II agents. CRC Data Tier II Specialist II are the highest level of support that Windstream has. We are not customer service agents, we do not have a script to follow, there are very few limitations as to what we can do to resolve a problem.
Regarding filing a public complain: It is well within your rights to contact the FCC or the BBB, but to be completely honest that will end up being worked by this team as well. I was simply trying to offer up a possibility that would allow us to work toward a resolution before it got to that point.
Regarding the potential issues with your signal. It does not have to be a latency outage causing your problem, though I do understand how you could assume such. It is possible that your signal is generating code violations, FEC corrections, and HEC errors all day long. This issue would then be exasperated when utilization on the equipment increased (i.e people get home and usage increases), causing your speed decrease. I am inclined to believe that if you are receiving nearly 60% of your speeds then it is mostly likely not a utilization issue causing the problem. If you would like assistance resolving the issue we are here to help. Feel free to reach out to Larissa in the the Direct Forum »
Windstream Direct or send me a PM in the this forum.
Aaron
Specialist II