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JeffSLTX

join:2013-01-05
77498

[Troubles] Sugar Land Texas ADSL problems

I'm in Sugar Land TX, and we had the 12Mbs ADSL package. Everything was going along fine until around late October 2012. Then the download speeds dived off a cliff. Recently changed to 6 Mbps package because customer service told us those circuits were more open. That didn't fix anything, unfortunately.

Now, my average download speeds during most hours of the day are between 0.1 and 0.5 Mbps (maybe up to 1 Mbps in the wee hours). The upload speeds are usually around 0.55 to 0.65, which is essentially unchanged from when we had decent download speeds. I've been on the phone numerous times with customer service, always getting the familiar runaround about oversubscription, latency problems, etc. It's been almost two months since I've been able to stream video or even download files at a reasonable speed. Time frames for repair always seem to be two weeks in the future, but never happen.

Sugar Land is a suburb of Houston. Why we are in a Windstream monopoly, I have no idea. The only other choice is Comcast, which has its own problems (dropped connections). My neighbors and also friends in adjacent neighborhoods have the same problem. Some have switched to Comcast. I am hesitating. I had good experiences with Windstream for 7 years until last fall and I don't want to give up my e-mail address either, but I may be forced to that action if something doesn't change very soon. AT&T fiber runs right past my neighborhood, but they won't provide service in our area.

It's a shame that Windstream doesn't seem to care about their customers. The customer service people don't seem to be given any information from higher up the food chain, so they are forced to make things up as they go just to appease the irate customers. I don't envy them their jobs. Windstream needs to explain their actions to their customers, not leave us in the dark.

We received a flyer that 24 Mbps service was available (VDSL bonded). Some reps tell me it is, some tell me it is not. I'm hesitant to spend $130 for a modem and more for monthly service just on the odd chance that the service may work. My expectations are not high.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
Just so you are aware, if you are on equipment that is over-utilized or just experiencing latency due to some other reason moving to Gbond or VDSL might be a good fix for you. If it's available that equipment is usually separate from the traditional DSL. But if you call to set up the service and explain your reservation the customer service agent I am sure they could verify that the equipment is working properly.

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

JeffSLTX

join:2013-01-05
77498
Aaron,

Any ETA on repairs to existing ADSL lines? I sent a PM yesterday or the day before with my number, but haven't gotten a response.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
I did not see a PM, it's possible on of the other agents that fill in occasionally marked it read so I didn't see it. I have had about 100 PM's since then and probably will not be able to find it. Could you resend it please?

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

JeffSLTX

join:2013-01-05
77498
Aaron,

Just sent you an IM with my number. Thanks.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
My pleasure, I plan to have some info for you by tomorrow afternoon. Have a good night.

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

JeffSLTX

join:2013-01-05
77498
Hmmmm... Something happened today. DSL speed was still bad this AM around 6:00. Around lunch, speed jumped to 6 Mbps down and remained around 0.65 Mbps up. This is consistent with the plan we are on currently. Hopefully it lasts. I haven't seen these speeds in months.


Boc3phus
Premium
join:2001-03-07
Walnut Springs, TX
Must be nice.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
reply to JeffSLTX
Jeff,
You speeds still holding up?

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

JeffSLTX

join:2013-01-05
77498
Aaron,

Sorry I haven't posted in a while. Life gets crazy sometimes.

Anyway, the speeds have been holding up, though in the past couple of weeks there have been sporadic outages. One lasted for over an hour, others have been only a minute or two. I'm not sure what that is about. When it does come back up, the speeds are normal, so there may be just glitches in the system cropping up. The outages have not been very frequent, so I'm not too concerned at the moment.

JeffSLTX

join:2013-01-05
77498
OK. Spoke too soon.

This past weekend, had frequent drops every few minutes, then total outage for hours with only intermittent connections. When it was live, speeds were only about 1 Mbps. I guess I can't expect more from Windstream. A couple of months of decent service after 4 months of abysmal speeds was too much to ask for.

Two of my neighbors have already switched to Comcast, the only alternative we have in our area. A third is scheduling today with Comcast. I may be following their lead in the next week or so.

It's funny how the high-dollar neighborhoods only a couple of miles away have never had service interruptions during this whole time (I know a few people living in those areas). Seems like WS is playing favorites here, even though we all pay the same amount for service.


SL Dave

@ostingprovider.net
I've been a Windstream customer for 7 years without much trouble, but since I called last week to inquire about 24mb service, I have had intermittent outages followed by an outage lasting from friday to whenever they get it turned back on; they will not give an estimate. One service agent said our service area was oversold and there would not be new equipment to handle the problem until December. There is no one in Windstream accountable to the customer.

At this point I am thinking that our U.S. congressman down the street might be a better listener than anyone at Windstream. I am not afraid to talk to him or a U.S. Senator since I have met and spoken to a President.

Perhaps that is all that Windstream will understand. How sad that long term customers such as us are receiving such a decrease in service quality and care.


Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
I would try it.

bran_gray

join:2013-01-28
Sweeny, TX
reply to SL Dave
My wife and I both go to school. She's been forced to stay late at work of an evening for the past month just so she can get her work done. The quizzes she has to take for a certification she's working on requires a stable and working connection which we don't have at home.

I decided to finally contact Windstream about a discount. Called and they told me they would be able to better diagnose my problem if I e-mailed them all the details. So I e-mailed them and they gave me a canned response telling me it'd be easier to diagnose over the phone.

I know others are even worse off than us but when we only receive half or more of our advertised speed 30-38% of the time (when neither of us is home normally) and worse than dialup speeds the rest of the time it adds a whole load of fresh stress to an already stressed situation.

JeffSLTX

join:2013-01-05
77498
reply to SL Dave
I've been afraid to try the 24Mbps service. I figure they probably didn't build enough infrastructure for that anymore than they have expanded the network for the normal ADSL lines. I hate to cough up $130 for a modem just to try it out. If it isn't already oversold, it probably will be soon enough.

Are you seriously saying that this latest outage won't be fixed until December?!! I definitely won't be staying with WS if that is the case. Unfortunately in Sugar Land we only have two real choices other than 3G/4G wireless hotspots (which I've heard are not very good either). Where is Google Fiber when you need it? Even U-verse might be preferable to our current service.

carabao

join:2012-07-17
Sweeny, TX
reply to bran_gray
i live in sweeny too and the dsl pings too sugarland the distance i am from the dslam i only get .55 Mbps but it with a ping of 36ms to sugarland
But last June they ran all this fiber and put boxes down the road and put power too them but then nothing . 85 dollars a month bundle for crappy dsl and noisey phone service Windstream sucks


JohnBen

@hcss.com
I'm a new Windstream DSL customer in North Sugar Land (W. Airport and Eldridge area).

I've had several hours of outages during 3 of the last 4 weekends. Modem's DSL light on, but the Internet light mostly off (blinks every now and then). When I point my Windows 7 Network Diagnostics at it, it reports "The DNS Server is not responding". Several minutes or hours later, the problem corrects itself.

I left The Great Devil Comcast to try Windstream, but I'm getting pretty discouraged...


Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
said by JohnBen :

I left The Great Devil Comcast to try Windstream, but I'm getting pretty discouraged...

I know you don't want to hear this, but Sugarland forever has been the worse place for complaints on Windstream. If I had an option I would be gone. Yes, there are companies worse than Comcast and you found one.
Read the threads on this board. I am not a pissed off customer, as it's this or dial up.
--
| Speedstream 4200 Modem - 3m/384 plan | W98-W2KSP4-XPSP2 - All AMD | Buffalo WHR G54S with Tomato 1.18 | 3 downstream switches feeding 6 total clients (no wireless) | Including the Data port on the side of my neck |

DawsonvilleG

join:2010-08-01
Dawsonville, GA
kudos:1
reply to JeffSLTX
You guys in TX should get involved in the fb group created just for you guys.

»www.facebook.com/groups/texaswin ··· roblems/


Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
I was on satellite until late 2006, when Windstream turned up dsl here. I came from the Hughes board to here, and few had troubles, except Sugarland. Yes, so it's time to let someone know.


SL Dave

@windstream.net
reply to JeffSLTX
"Are you seriously saying that this latest outage won't be fixed until December?!!" - JeffSLTX

I am just repeating what the lady at Windstream Customer support told me. On another call, an agent told me there was no one at Windstream who they or I could communicate with. If these are factual statements, then we customers are in a seriously bad situation. If the statements are not true, then morale at Windstream Support comes into question; again not something that should inspire our confidence.

Service finally was restored for me late Monday night. My ping times are slower as is my maximum download speed, so I cannot say that any improvement has occurred.

I am not a happy camper.

Comcast has a pretty nice offer right now, and I am seriously considering it. For less money, I can get double the speed plus unlimited phone. Or.... for more money, I can gt Windstream to double my speed, and for my trouble, I can buy a new modem for $120.

What's wrong with this picture?


Piggie
I Actually use Windstream
Premium
join:2005-11-23
Orange Springs, FL
said by SL Dave :

What's wrong with this picture?

Seriously you should leave and take the Comcast offer. Sugarland historically has had the worst problems going on 7 years now I have followed this board.

This is a honest question, not sarcasm. Lexington has from day one I have been coming to this forum as their flagship city. They get the best the soonest and it works. Of course they have serious competition there.

But Sugarland though most might think it's a small town in TX, is a MAJOR suburb of Houston. So I would think the competition there would drive the same thing we see in Lexington. This is something I have never figured out.


engineer

@windstream.net
reply to JeffSLTX
Sugar Land customer here, in New Territory area. Switched from Comcast to Windstream 12 Mbps DSL a couple of years ago, which was a dramatic improvement. Almost zero problems (modem reboot maybe once a quarter or less) until about 6 weeks ago.

Now I lose Internet connection almost daily, often multiple times per day. Modem reboot usually brings the connection back up, but it may stay up a minute or a day. Just gave up on Netflix the pm after 3 reboots in 8 minutes.

When it is up, speed per SpeedTest is pretty good, usually about 75% of the advertised 12Mbps rate.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
Send me a PM with the phone number associated to your DSL account. I would be happy to take a look at your service.

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


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
reply to engineer
Sir, got your email. Could you send me a contact number for you as well please? When you send it please include the DSL number again as well since the email address you sent to drops into a group pool.

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


engineer

@windstream.net
Aaron,

Requested info emailed at 8:25 CST today.

Subsequent to that, link dropped about 9:15. Rebooted and back up now, ~ 30 minutes so far.


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
Let me know how the dispatch goes please.

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


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
reply to engineer
engineer
I saw the tech was out. How is everything working?

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


engineer

@windstream.net
Aaron,

I wanted to give it 24 hours before reporting.

First, Id' like to thank you for your proactive and effective help. I have had no problems in the 24 hours since the tech was here, and performance has improved.

Some details:

Tech arrived as scheduled (am 06 May). He replaced the old 4200 modem, and configured the new modem. He stated that I should be seeing 11-12 Mbps with the 12 Mbps service (I've never seen this, more typically 8-9 Mbps). He ran a couple of speedtests. Not getting 11-12, more like 7-9.

Tech spoke with office, line appears good, configurations on that end correct. Said he would request "DNOC"? check when service ticket turned in; expectation this should occur within 24 hours.

Speed tests this morning with both Speedtest.net (what I usually use)and Speakeasy (what the tech used). Getting typical 10.3 and 10.4 Mbps, respectively, over wireless. One measurement over 12 Mbps. This is materially better than the 7-9 he was getting, or I was seeing last night. DNOC?

For grins, I ran a Cat5 cable from the modem to my computer to take the wireless link out, and measured 12.78 Mbps with Speakeasy and 12.79 with Speedtest.net. So all the Windstream gear and service is exceeding specifications.

Again, thank you. I'll keep throwing away those Comcast offers


Windstream
Premium,VIP
join:2009-03-31
Twinsburg, OH
kudos:38
Glad to hear it! Let me know if you have any other issue.

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