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ACW

@windstream.net

Wow

Okay, this is really bad when your (windstream) technical assistance workers do not understand how a wireless router works. I was sent a new windstream wireless router and I needed someone to walk me through to set it up because the computer did not know to identify and connect to the new hot spot. The rep kept telling me that the computer could not see the wireless signal because of a latency outage. I tried to explain to him the computer being able to identify the wireless access point had nothing to do with the speed of the internet. He insisted it did and my problems were due to a latency outage (sound familiar). I told him when I hooked my old router back up that it had no problems. He could not understand that this too was a wireless connection and kept telling me that's because it was through a line connection. He suggest I "turn on" my wireless connection on my computer. Told him wireless is all I ever have turned on.
I mean seriously. How can tech support give someone help when they don't know the basics...and I mean BASICS of how a wireless connection and internet connection work?
This is the second wireless modem/router I have been sent because tech support doesn't know how they are supposed to work and they just kept telling me it was broken or like this guy giving me the latency outage excuse.



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

Please send me a PM with your DSL number. At the very least I will be able make sure the rep you talked to gets the training he/she needs to make sure that never happens again. I believe our customers deserve better support than that.

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


DawsonvilleG

join:2010-08-01
Dawsonville, GA
kudos:1
Reviews:
·Windstream
reply to ACW

Not a surprise to me. Glad Aaron is following up with you. It's good to hear they admitted to you there is a latency outage in our area.

Have you gotten your $10 credit/month that they offer for the latency issue we are going through? You have to call and complain to get it. Seems they do not automatically give it even though it affects our entire area.



ACW

@windstream.net
reply to Windstream

Looks like I have to sign up for a membership to send you a PM. Is that correct? Can you post an email address I can contact you on instead?



ACW

@windstream.net
reply to DawsonvilleG

Actually, when I called recently customer service wiped out my bill for the month. I only have a data line. No phone.



ACW

@windstream.net
reply to ACW

Well I was scheduled to have my internet modem set up today between 8-12. They were going to send someone out here because (as I already said) no one in tech support could tell me how to do this over the phone. Well needless to say, after sitting around all day help never showed up. When I called they informed me that the work load for the person was extreme (I feel for them too) and they didn't know when they would be here. Apparently I am expected to sit here every day at all hours until they can get one of their over burdened onsite people to help. Why don't they just hire more help? Anyhow. Besides the point.
So I got tired of waiting around for Windstream and since the over the phone tech help was useless I figured I was on my own. I sat down and worked out how the connection should be working and what I needed to do. Then I decided to try it.
Lo and behold. Computer stupid here figured out how to set up their own access when trained "professionals" didn't know how and needed to send out an onsite person.
That's really, really sad.


DawsonvilleG

join:2010-08-01
Dawsonville, GA
kudos:1
Reviews:
·Windstream
reply to ACW

You really should sign up here. You can do a lot more once you do. Glad you got it working.

I can tell you that local techs I have worked with in Dawsonville and very good. However, I'm sure they are over-burdened by the simple fact that no one is getting the speeds they are paying for here. I guarantee you the local techs get cursed out every day for these issues that are out of their control. They can only do so much with old equipment that is not able to handle capacity/demand.

Now that you are up, I'm curious how good your speeds are in the evening. Good luck.
--
-- DawsonvilleG

Original Post: »[Troubles] Georgia - Paying for 12mb. Getting 1.5mb..



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

Sorry missed you request for an email address. Please send it to wci.broadbandhelp@windstream.com and label it for my attention. Some one will send it to me when I come in tomorrow morning.

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



ACW

@windstream.net

First, the tech guy eventually showed up. He was great. And shocked at my speeds. I will attempt to post a screen shot but my speed is so bad right now everything keeps timing out. Here you go DawsonvilleG.

Oh, there is no upload because it is going so slow it errors out.



ACW

@windstream.net

I guess my screen shot did not upload. No surprise there. Anyhow, tonight's score was .02 yes that's right. .02 Upload was 0 The tech guy was so amazed at my ping time and scores he took pictures and sent them to his boss via his phone. He check the pin on the outside and even changed it. Still problems. He told me that a guy in a building right next door has no issues at all. But the people in my building are all lagged.
While the guy did not say anything---I just have this one question. If there WAS a latency outage...why did my crap score surprise him? Things that make you go hmmmm.


iammike2400

join:2005-06-28
Dawsonville, GA

1 edit

I too live in Dawsonville, GA and for the last month have been getting terribly slow speeds as well. At times as slow as .02Mbps (I pay for a 12Mbps DSL connection).




I've contacted Windstream in regards to this matter numerous occasions each time yielding a slightly different story. Apparently a large number of people in my area are being affected by open ticket #14672864. The problem outlined in this ticket indicates that the BRAS interface my connection runs through is malfunctioning. There are no plans as to date to fix this issue. I expect that the problems both you and DawsonvilleG are experiencing are being caused by this malfunction as well.

Jeffrez

join:2012-10-28
Jefferson, GA
reply to ACW

I wish WS had the time to explain some of the things like "pins" and "BRAS interface my connection runs through is malfunctioning".

I mean what is a pin? Where is it? Why do they go bad so often? How many people are working off each pin?

Aaron explains things well here but I never get that kind of information when I call in. I also never know if I'm part of a larger ticket number or if I even have a ticket number. I also wish WS could explain long term plans to us. I now know what fiber is and that I wont be getting it. I am curious about how things will go way into the future with our current system.


lso1123

join:2005-03-22
London, KY

you will never get an answer to those questions. Windstream ran fiber along the main road I live on I'm about 1200 feet from that fiber but it is not for general consumer use I was told but was being run to cellular towers or something like that. I'm less then 8000 feet from the DSLAM which feeds my area which the techs call the Ally Cat hub and all i could get was the 3 meg package more like the .50 package, even though my friend who lives about 4 miles on down the road has the 12 meg package. I really don't think this company knows anything about anything. Finally switched over to TWC and am a happy customer.


ACW

join:2013-01-10

Well, hell's bells. I made a post and it vanished along with my screen shot. Anyhow. Here is a screen shot of my scores yesterday.

ACW

join:2013-01-10
reply to lso1123

What is TWC???


ACW

join:2013-01-10
reply to ACW

I had another issue. As I said, hooked up the new Windstream wireless modem. This thing was not working correctly. It would talk to the Mac with no problem but it did not like the PC. No one believed me when I told them it was the wireless part and not the dsl. I went through 2-3 techs yesterday. Even the field tech was stumped. Anyhow, got a really nice guy this am. He listened and he tried to help, but he to was convinced it was my computer. I told him hang on let me hook the old stuff back up. He did and I hooked it back up but he assured me it was not going to make a difference.
Guess what. Pages that would not load popped right up with no problems. He was stumped and apologized for thinking it could only be my computer. He was nice, courteous, and sympathetic. Even when he was sure I was wrong he was all those things.
I realize I know very little about computers, I understand concepts and mechanics but rarely have the right noun to describe the parts, etc. He told me that he took down all my info because he'd never seen this before and planned on researching it. But the bigges Kudos this gentleman. Is even though he thought for sure I was wrong, HE TRIED anyhow. Where as the technicians before him just sat there on the phone giving me the latency outage line over and over and over and did not even attempt to help.
I am back on my old modem and using the lynxus for wireless. At least with it I have some internet in the AM.
I guess my biggest issue with the whole latency outage excuse is this---Windstream is still charging for something it cannot supply. When I have asked about this in the past, I was told in the fine print it says up to 6mbps it was not guaranteed. So that little phrase is how they get around their responsibility. They have sold me up to 6mbps but if I don't get it tough sh*t because I still have to pay the bill.
Anyhow, I am still researching alternatives. My 20 year old email address (which is why I am still with Windstream) is no good to me if I can't use it so I might as well go through all the crap to inform people of my new one and update and change all of my internet connections and business website.



ACW

@windstream.net
reply to lso1123

Iso1123
What is TWC?



ACW

@windstream.net
reply to ACW

Click for full size
Will try again to upload.

LostInWoods

join:2004-04-14
reply to ACW

TWC = Time Warner Cable.



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

ACW- Just saw your email--I am investigating the issues in your area. I expect to have some feedback by tomorrow morning at the latest.

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


borisbadenov

join:2005-12-05
Barbourville, KY

Aaron
I sent you a couple PM's just wanted to make sure you got them

Thanks



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

Boris-
I am getting to them now. Sorry about the delay.

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


ACW

join:2013-01-10
reply to Windstream

Thanks so much



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

My Pleasure.

Aaron


ACW

join:2013-01-10
reply to ACW

Here are my morning speeds. This is as fast as it gets for me. Notice the number on the upload. I waited a good 5 minutes for the upload to finish but it never did. It took a while, but I finally got the screen shot up.

ACW

join:2013-01-10

Right after that crappy speed another test gave me a much better upload of about .5. My down load was also at its max at 6.0. That one surprised me. I don't think I have ever seen it so high.

I wonder what is causing the fluctuation. I'll check again in a few minutes. It may drop back down at any time.



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

ACW-
Just an update. The equipment in your area is being upgraded as we speak to a fiber feed and uplink. The current ETR is actually June. But based on the updates I have gotten in from the engineers I think it could be finished earlier (knock on wood). As I get more info I will let you know. In the mean time the existing equipment is getting worked on to stabilize the speeds a little. I am not sure what will come of that or when.

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


ACW

join:2013-01-10

Thanks...


iammike2400

join:2005-06-28
Dawsonville, GA

ACW

IT looks like we might as well go back to a regular dial up connection. At least w/a 28.8k connection its fairly stable. Windstream obviously doesn't care that their customers aren't getting the speeds they are paying for. If they did the equipment would be replaced or repaired in a timely manner before any upgrades were rolled out.


ACW

join:2013-01-10
reply to ACW

Aaron. Do you know if/when fiber optics would ever be available in my area. I am really surprised Windstream has let what they have get so bad off since I am in the middle of multiple businesses, including a strip mall, walmart, and homedepot. I am sure that slow speeds affect them too. I was hoping there might be a chance for fiber optics since there are so many businesses in my area that would utilize it.