Let me first say it is unfortunate someone has to spend their free time typing up a post like this. Just as it is unfortunate others have to spend their free time reading this. That said, if you are here, you are here for one reason only. You are not getting the speeds you are paying for from Windstream. That said, this post is just tips on what I have learned in my struggle. Some of the tips are items I have learned from others in the forum. Therefore, I do not take all the credit. I am very grateful to all the others who helped me and shared with me.
This post is information only and contains no guarantee. If you use any of the information in this post and do not get an expected result, you are on your own. This is not my job. Im trying to keep my job by getting myself fixed. I guarantee nothing as a result of what you do with this post. In fact, things could get worse for you. If so, I am not responsible. That said, lets proceed...
This is the most important thing I have learned in this struggle. On a consistent basis, you need to document your speeds during periods of slowness. Make sure you take screenshots of your speed tests. Some of the more common speed test sites are:
- You can do averages over time without Java with this one.
You also need to document all of your communication with Windstream.
A suggestion is document those in your posts so that you have a good timeline.
Create your own post in the DSLReports Windstream forum
Go here: »Windstream
Personally, I recommend using your city and state in the name of the post.
Make sure you document how much speed you are paying for versus what your latest speed test is showing. You dont have to do it all the time. You get the point.
Making Contact with Windstream
Always get the name of the person you spoke with
Never settle for We are working on it type responses. Ask them what specifically they are working on. Even if you dont understand it, ask what they plan to do and document that.
If you are not happy with the response, demand to speak with a supervisor. Dont forget to document who that person is as well.
You cannot do nothing. You need to show good faith. So if you are just starting out, work with them. Let support help you. You might get lucky!
Demand a proper (mathematically correct) refund for your loss in speed.
Though it may not be possible, I suggest you stop by your local WS office. If you can, make sure the potential customers in the room hear you asking about getting what you are paying for. If they suggest using support, show them a few pages of your documentation and say you have been working with support and they cannot fix it. Chances are, he/she will be more inclined to help you if they see a potential customer listening to you. You might get lucky. The manager of the store might be so fed up, he/she may give you additional detail about your area you did not know.
Dont forget to demand credit/refund for not getting the speed you are paying for.
So nothing has worked so far and you are now ready to contact WS upper management. Just remember, he/she may not be technical. And he/she will most likely not respond to you. Chances are, you will get forwarded to Executive Customer Relations. If so, make sure he/she understands you will send another letter to all the executives if you feel he/she from the Executive Customer Relations Team is just trying to shut you up. And that my friend, is usually the object of his/her conversation with you. Just because you have made it higher up the chain does not mean you are any closer to getting fixed. These folks will also make you promises and give you dates as to when you will be fixed. Get all the details. Ask specifics like: What day of what month will I be fixed for good? Do I need to say document all this? By now you should be mad enough that you will not have a problem documenting. Also tell him/her that everything you are doing and everything they are saying/promising is being documented for all to read on DSLReports. Tell them is he/she misses a date with you, you will contact them the very next day and you will post that for all to read. He/she needs to hear you will not stop. If they believe this, you will get more communication from them.
When you send an email or letter, please remember to be professional. Calling them names, etc. will not get you far.
Be concise in your email/letter. Let them know right away you have not been getting what you are paying for quite some time and you have that thoroughly documented. Tell them you expect them to return a solution. Tell them all communication with them will be posted in your post for all to see and paste the link in your communication so they can see you mean what you say. Make the subject line similar your post. Tell them you are not getting what you are paying for.
Here is how to contact WS upper management:
Board of Directors: »abea-43pvyw.client.shareholder.c···oard.cfm
WS Executives: »news.windstream.com/executives/
In most cases, you can determine their email addresses by using this format: email@example.com
Be patient. This should not be a problem by now because you are now past rage and on to just trying to get what you are paying for. It may take a week to get a response. As I said above, it will most likely come from someone in the Executive Customer Relations team.
Dont forget to document and paste in your post to keep a good timeline.
At some point, make sure to ask them why they are selling the speeds you cannot get to new customers in your area. Most likely, they will not respond. If they do not, ask them again in one email just with that question and demand an answer. Record that along with their response or lack of response. You will need to include this in all of your complaints. This is a huge red flag to an outside office who might look into this.
Taking your fight outside of Windstream
File a complaint with the FCC:
- Choose Broadband Service and VOIP
File a complaint with the BBB:
File a complaint with your states consumer protection division:
Go to Google and search on your state name + consumer protection
Here are some of the ones I could find:
Georgia - »consumer.georgia.gov/consumer-se···omplaint
Arkansas - »www.ag.arkansas.gov/consumers_co···nts.html
South Carolina - »www.consumer.sc.gov/Pages/default.aspx
Ohio - »www.ohioattorneygeneral.gov/cons···int.aspx
Florida - »www.stateofflorida.com/Portal/De···tabid=57
Texas - »www.oag.state.tx.us/consumer/com···ts.shtml
North Carolina - »www.ncdoj.gov/getdoc/fdbee1c7-c2···int.aspx
Make sure all of your complaints are very detailed. Give them the link to your post on DSL reports so they can see the history. This gives you HUGE credibility. Make sure you mention you are not getting what you are paying for. Also make sure they can read the response to your question as to why WS is still signing up new subscribers with the speeds they cannot provide to existing customers such as yourself.
Be prepared to wait up to a month or longer to get a response. You can call some of these agencies to get an update.
Do what a smart, unhappy customer did in Georgia. Create a Facebook group called (Your state) Windstream Problems. Find other users in the DSL reports Windstream forum and ask them to join.
Post a new topic into the DSL reports forum with the name of your Facebook group asking others to join. If you have to, keep your forum invite post near the top of the DSL reports forum for a little while so others in your state will have a chance to see it and read it so they can join your Facebook group.
Send the invite to all your Facebook friends and ask them to share it on their pages.
Provide links in your new Facebook group to help the new comers. Items like the links for filing complaints are helpful. Tell everyone in your forum you are adding them in hopes they will join the fight and be active. Tell them you expect them to actively participate. Its ok to let each person rant a little. For some, this may be their first chance to post and find others who feel the same way. Make sure all understand you need more from them beside just the rant though.
Dont be afraid to delegate and ask all to do something. In addition, ask them to respond when they have completed the assignment. This will give you an idea who your stronger (or more vocal) fighters are. And it lets you know, you are not alone.
Making contact with the media
Look up all the TV stations that serve your area with newscasts. Collect the email addresses for each of their investigative news teams and/or reporters.
About your email:
Remember, he/she has a job to do. They need to know you have something they want: A great story with many people affected. They do not need or want all the technical details. If he/she does, he/she will ask you for them later. Your job in your initial email to get the media to respond to you is to be concise and get them to want to speak with you more.
Do not beg them or ask them to rescue you from the evil empire or anything of the sort. That show weakness.
They need to know you can communicate without being too drama-filled (Jerry Springer like) and you have something they all want. Tell them in your email that you have plenty of documentation to support what you say. Tell them you have filed complaints with several agencies. Tell them you and many others are being ripped off by not getting what you are paying for. Do not tell them they are your last hope.
Tell them you are emailing all of them at once as you know they have competition and you want to determine who will best represent you. (That is usually the person hungriest for the story.)
Tell them the first person to contact you back saying they will do the story will get exclusive access to you. They need to know they can get this story out ahead of all of their competition.
Tell them this story is so attractive, a major news station in Atlanta (CBS46) has already run this story. Tell them they now have a chance to get the story out in your area. This lets them know they can leverage what has been done already as it might make it easier for them. (Of course no one could have done it better then Jeff Chirico in my opinion.)
Give them the links to the story in Atlanta so they can see: (These are in order.)
Dont forget to contact your local media such as the newspaper. Many in your community may read about your plight and realize they have the same problem. Make sure the reports includes the link to your DSLReports post and the name of your Facebook group.
If you get someone who agrees to run your story, make sure you do not leave them hanging. These people work with very demanding, tight deadlines. If they ask you for something, do it. If they ask you to send them some information, send it right away. Give them your cell phone number. Tell them they can contact you ANY time. Your delay can cause them to miss their deadline which may be the END of your story. Accept that he/she will ultimately decide what they include and or what they edit. Make suggestions, not demands. Make sure to thank them for all they are doing.
If someone agrees to run your story, DO NOT TELL ANYONE ELSE ABOUT IT. You do not want to give this away early and risk losing effectiveness. Keep it to yourself and only inform others when the reporter tell you it is okay to do so.
Stay in the know
Keep your post(s) up to date
Go to Google News and do searches with the name of your sate and the word Windstream. For example, a Google news search for articles that reference Windstream and Georgia can be found here:
Read Stop the Cap at: »stopthecap.com/
You will find some helpful information on this site
Ex. All Windstream articles are here: »stopthecap.com/category/provider···cations/
Read Community Broadband Networks at: »muninetworks.org/
Ex. All Windstream articles can be found here: »www.muninetworks.org/taxonomy/term/474
Do not relent. If you are in a rural area that is not being served by any of Windstreams competition, you have no choice but to fight. That is your best hope of getting fixed. Unless something changes soon, WS has no motivation to fix you if they have no competition.
Make sure you fight any new proposed bills in your state to eliminate competition from Windstream. Especially if the bill will eliminate competition from Municipality backed internet services. For some of you like North Carolina, its too late. Some laws are already in place. If WS had the courage to try to eliminate competition in states like Georgia and North Carolina, you can bet they will try the same in your state. Even if they lose, assume they will try again the next year. Companies like this plan these things years out in hopes to get further each time until they get a win.
Even if the media runs your story, do not quit. You are not fixed until you are fixed. Got it?
Feel free to add any items you have done to get results in your fight.--
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