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Re: Windstream DSL Investigation: South Carolina

Dan, Just received a letter from Dept. of Consumer Affairs, along with windstreams response.

Without posting the complete letter, I can tell you we are not going to see any relief.
They are going to give me a $10.00 credit until June of 2014.

They also admit to the issues in Campobello directly and in writing. They have told me there are no upgrades planned for us.

Have I given you my phone number? I can let you read the letter from both the agency and windstream, if you are interested.
Since they told you upgrades were coming, we may have some ammo?

Let me know.............John

Not surprised in their response at all. They didn't even talk about upgrades till everyone in the area started complaining and these threads were started. We just have to continue to stay on top of them, post up horrendous speed test results, try and make media contacts to do a news story (written or video) and I"ll continue to request upgrades through Michael, my contact higher up at Windstream. He's stated if nothing else we should start seeing relief soon due to the equipment near us being upgraded and ours will no longer be shared. Until it happens its all still just "he said she said". Thanks for the update and don't let this letter stop your push for upgrades. The credit and apologies is just a stalling method and nothing else.

John, if you can, print this out and send this in to your contacts. This is what I was officially told from Windstream. I copied and pasted their exact responses by date.

On February 26, Aaron confirmed funding was approved not only for the DSLAM but the AGG - "Correction, Just got the second issue approved for funding! Site made the 2013 list. The ETR is 3/29/13. "

On March 12, Aaron confirmed again the funding was approved for all repairs in 2013- " On a bright note I have gotten the funding issues corrected, there will be no more confusion as to whether or not funding was approved (considering work is currently going on you would assume people would make that jump in logic . . . .). I will try to gather more info, in the next day or so."

On March 13, Aaron received word from the Engineers - "As of right now the Engineers seem pretty confident that they are on track."

On March 14, Aaron confirmed the repairs were in full effect - "Work on the DSLAM is moving again!"

Then on March 27, merely days before the propsed ETR, I receive this message - "I am still waiting to here back from the Engineers. But based on a cursory exam it looks like the AGG ticket is closed and the DSLAM is pushed way out. You may not remember but I had mentioned that your DSLAM is being upgraded as part of the Federal Stimulus project. I am wondering if the fact it is a stimulus project has something to do with why it is pushed out. I will let you know what I come up with."

On June 7, ""Sorry for the delay in responding. I have spent some time traveling for work lately. As Aaron stated I have been in communication with upper management about this area to see what changes can be made. We still do not have any work scheduled on your particular DSLAM but we are working on the other network elements that your DSLAM shares bandwidth with. We expect the work that we are doing on those elements are going to have a positive impact on your connection as you will be sharing less bandwidth with those elements. Unfortunately since the work is not being done directly on the Campobello DSLAM I can't predict the extent that you will feel relief. I did recently get some visibility in to the Campobello network so I can see what the utilization is out there as these projects are being completed. The last time I looked the utilization was still pretty high wich comfirms what you are experiencing on your end. As these projects get completed I will continue to check the utilization and let you know when we expect you to feel some relief on your end."

I will copy this and send it to my contact at consumer affairs.
I have no email address for her yet. Only a phone number.
I have not called her either yet.
I am in computer hell as we speak. I did a system default two days ago and I am working on ms issues.
The slow internet makes this almost impossible.
I might have to do this stuff at 2-3 o'clock in the morning to get anywhere.
I will keep you posted.

This is great HUH?

Seems about right for Windstream. Hopefully get a new update in the next few weeks John. I"ll keep you posted...can't do anything at these speeds.

My wife wanted to see about working from home. I told her we would have to move first!

I work in the IT field and have to use my broadband at home for work and it has been a huge pain since last July. Really disgusted with the turnaround time and general run-around on a resolution. We are way past due on a fix.

Will speak to Michael next week and see where they are at with the upgrades near our area.

I noticed a switch on the back of my new wireless router they gave me. Sagem 1704.

Its marked "wireless" with the Wifi logo. Looks like a button right next to the reset button access hole.

I am assuming this switch is to turn off wireless with the cabled connection still available?

I am asking if this is true?

Not having the same router I can't say for sure but it would to be either turn it off/on or to manually broadcast its signal for devices in search of it. It sounds like a standard switch like on laptops to manually enable or disable the wifi card.

The manual says it's for WPS, which is a sort of easy syncing method for adding wireless clients to the access point.

Please explain. If I want to add a device, I just put in the security code. This switch look to just turn on wifi or turn it off?

Again without seeing it it's tough to say for sure but it sounds like it's just a simple on/off for wifi. If you can add devices by entering your security code you're good to go =) Well, as good as our DSL is right now which is NOT GOOD, lol. But the hardware itself sounds like it's working as it should. Now we just need our area's infrastructure to get those promised and long overdue upgrades!!!

Although I'm still furious, its nice to see everyone else is receiving the same "smoke and mirrors" treatment I have been for the last 18 months. This company has no intention of making upgrades to customer service. The upgrades they are making are SOLELY to keep the company running, not to provide 3, 6, or even 12MBps to its customers. If these "upgrades" weren't being made, the company's infrastructure would have gone tits up a long time ago.

Upgrades are only upgrades when they IMPROVE service...

I am paying for 1.5. I have never had service at that level.
In fact, this is how I found out about this forum.

They told me not to upgrade to the faster speeds they are actively soliciting in my neighborhood. They admitted they cannot even guarantee a connection!
They are still selling 12mbps but can barely get me the 1.5 I pay for.

At least contact your state agency and call windstream to get your $10 dollar a month credit.

Until the authority gets involved, nothing will improve.

Latest from Windstream - " Unfortunately this known issue is still an open ticket and shows your account was escalated to Aaron. I do understand I am very sorry for this. Currently it shows July 31st as for estimated repair time but again looking at the history it seem they have this due date change for the 2nd time now."

Dan, Could you explain. July 31st? Repair time?

You cannot repair something that is not broken. The copper lines still exist. Nothing is broken except windstream as a company.

Now they can scrap an outdated system and install the newest and best equipment.
But you cannot repair a cluster ****! This is a situation that needs major rethinking by windstream.
Rethinking how to get the materials and the people on site and get their asses to work on upgrading this piece of shit they call "High Speed Internet"

They even have the balls to compare windstream DSL to cable internet. And they continue to sell subscriptions!

Seems they have some real dumb asses running this show.

I wish I could explain what they are repairing. You are right, we need new equipment. We need fiber and/or an Ethernet based connection. Our lines and DSLAM are outdated so I'm hoping the circus show in our area is actually moving towards getting these components updated, as they were supposed last July! This month marks one year of run-arounds and missed ETR's by Windstream...unbelievable.

All I can say is persistence, persistence, persistence. These guys love nothing more than to procrastinate but even Windstream will as some pint have to service their hardware.

Any Updates on this July 31st ETR Aaron?

" Unfortunately this known issue is still an open ticket and shows your account was escalated to Aaron. I do understand I am very sorry for this. Currently it shows July 31st as for estimated repair time but again looking at the history it seem they have this due date change for the 2nd time now."

I will check on this right away.

Aaron
Specialist II

lol THey are giving us in Arkansas the Same July 31st deadline that everything will magically be fixed. i wouldnt put much faith in it. but i would loved to be prooven wrong!

Thanks Aaron Hopefully this isn't another smoke and mirrors act.

That's disheartening to hear. At some point they'll be forced to upgrade the equipment our rural areas...I hope we both get the upgrades we've been promised soon!

Doc,
Haven't forgot about you. Still waiting to hear back.

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

Looking forward to your update Aaron! Thanks for digging into this. Hope the July 31st ETR is real this time and will finally correct this now 1 year long fiasco with erratic latency and dial up like speeds. I'm really tired of paying $47 (Credit applied) a month for such lousy service.

Is my local office on vacation this week? Wouldn't doubt it, lol.

Doc,
I am having difficulty finding any information regarding your situation that is different than what Mike told you. We are waiting on fixes to be done is surrounding area that may provide a collateral for your area. I wish I had better information for you. However it appears that nothing has changed.

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

Wow, really? So the July 31st ETR was made up and bogus? Again, I know you have no control over the repairs but this is beyond ridiculous. How can such poor miscommunication and consistent lies be so prevalent in a company of this magnitude?

I don't understand how Windstream keeps afloat with such dishonest business practices. A customer base is every company's bloodline. A poor reputation is very difficult to shed once a certain line has been crossed time and time again. Please continue to stay on them as you can and update me when possible.

And Aaron. Just as soon as something else comes along, we are going to leave you guys.

Personally, regardless of situation, I will never ever say one good word about windstream.

I am going to contact Lauren Aguillar at SC Dept of Consumer Affairs and link her to this thread. She is my contact. She does not know how big a deal this is. YET.

Broken promises are not tolerated in the business industry. This service is unacceptable and something will be done.

If you think a $10 credit is enough, you are sorely mistaken. These lies by windstream constitute legal action.
I will not rest until a judge hears our complaints and windstream does something to correct it!

Dan. PM me and I will give you her email address. We should start a campaign.