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critter

join:2013-01-30
Mount Vernon, KY

Windstream Run-Around

I've been reading some of the complaints about WS and I just wanted to put my two cents in.... I live in a rural area, of course, and WS is the only provider besides satellite for internet connection. About a year and a half ago I did have WS Green-streak, I think that's what they called it, where I just had DSL and no phone service. My husband had lost his job and that was one of the things that was not a necessity and we let it go. Now we are back on out feet and wanted to get it back so I called them and told them what I wanted and they kept telling me that they did not have DSL service at my residence. I told them that I had it before and still had the router and everything and they proceed to tell me that they did not have service at my residence. Well, I waited a day and called back and the lady that I got was very nice and I told her the story and said that I had it before and wanted to get it back. She takes all my info and puts the order in and told me that someone would be there Monday between 8 and 12 told her that was fine that I would be home. I was so excited, someone finally listened to me and I was going to get my DSL back... Well, in anticipation for getting the DSL back I had already hooked my router and everything up and had it ready to go. Monday comes and nobody shows up so I look at my router and my lights are blinking like it just needed to be hooked up so I call WS back and I got the "order status" on the phone and it said that there wasn't an order for that number.... I call and talk to a person and he said that the order had been "CANCELLED", I told him I didn't cancel the order and he said there was nothing in the notes and transferred me to someone else. This lady comes on the phone and I tell her what has happened and she said "they" cancelled the order because I couldn't get DSL service at my residence. I told her the whole story and she told me some BS story and she said that they had actually dispatched a tech out and he said that I couldn't get it and she proceeds to tell me some other kind of story that I didn't really understand but I took her to say that when I had it before someone else took my service and I couldn't get it back.... so now I'm furious because she wasn't very nice or polite.... I was home all day that day and I did not see a tech and nobody came to my door to speak to me about it. They just went ahead and cancelled the order an never notified me in any way. Where I live it isn't like an overpopulated subdivision or anything of the sort, it is a small country road and even the people that just built there house about 6 months ago have internet service. My situation is sort of complicated but if they would send a tech to my door to talk to me about it I may get a better understanding of this. Instead of just telling me no I can't get it, because I don't understand because I had it a year ago. You would think that they would try to get as much business as they could. Sorry that this was so long winded, I just wanted to see if anyone else has had this same problem. Thanks for listening.....



Bodybagger
Premium
join:2010-03-30
Saint Matthews, SC
Reviews:
·Windstream

More than likely they are too lazy to check your lines to make sure you do qualify. I know Windstream is a greedy company and they REALLY want your money so your story is quite and odd one. If you had the service before and now cannot have it would only indicate that they pulled the equipment in the area. But this cannot be the case as you mentioned that a neighbor with a newly built house has it. You don't owe Windstream any money do you and they are just not telling you? See if you have your old account number and have one of the Windstream people look it up to see what could be going on. Do you remember what speeds you had back when you were on their DSL? I would make sure that you are requesting the same speeds as you had before.

We were told many times that the current house we live at cannot get 3Mb... When my brother lived here before we did, he had 3Mb. After a few weeks of calling and requesting action to get us bumped up and had to basically convince them that we could have it, they finally put us on 3Mb. Windstream is definitey a pain in the ass.

I hope you are able to get your service back and it isn't going through the issues that most of us in the forum are seeing.


critter

join:2013-01-30
Mount Vernon, KY

I think that is what's going on, I think they are just too lazy to come check the line. I did owe them money but I paid the bill off and was told everything was a go on my previous order.

I was getting 3Mb I believe, it was better than the dial-up that I had previously.

The thing about where we live is my address is on a main road but my phone service comes from a road behind us. When they first put the service in they come thru our back yard because it was closer and easier for them to get the lines installed and I didn't mind as long as they were installed. That's how I found out I could get DSL the last time because the lady went by where my phone line/service came from not by the address.

I did call back after the order for DSL was cancelled and ordered just regular phone service and it was supposed to have been working by 7:00 last night and guess what.... still no phone. I called WS this morning and she told me that they were showing that everything went thru and that they would probably have to dispatch a tech out to check the line....

I wish there was and alternative to WS but the only things we have are satellite and pre-paid and those just aren't cost effective for us.



Bodybagger
Premium
join:2010-03-30
Saint Matthews, SC
Reviews:
·Windstream

I understand that. Hopefully you can get ahold of a tech at your house and explain the situation. Maybe then they can check the distance for line compared to what phone reps can tell you just by looking at your address. Local techs are usually 100% better than the phone reps. GL!



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

Critter-
Please let me know how everything works out for you. Feel free to send me a PM if you need further assistance. There are several possibilities we can look into if your problems continue.

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


critter

join:2013-01-30
Mount Vernon, KY

Thanks Aaron for responding, my phone is working but I was gone today when the tech came out and I didn't get to talk to him about why I can't get internet when my neighbor that is not an 1/8th of a mile away from me CAN get it. I just don't understand why they can't run a test on my line to see if it can get a DSL signal instead of going by my address. If I've had DSL before shouldn't I be able to get it now? Would my router flash green, as in waiting for service, if I couldn't get it? I just wish WS would work with me a little more instead of being so hateful as the last lady was.



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

Is your DSL light green? Specifically which lights are on and what color are they? Solid or blinking?

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


critter

join:2013-01-30
Mount Vernon, KY

The power light is on and it is solid green and the DSL light is on and blinking green. I was going to PM you last night but I wasn't sure how to so I just left the message here. I don't know, maybe I can't get it but it would be nice just to get an explanation why. Thanks again Aaron for all your help and concern, you've been a great deal nicer than some of the people I've talked to on the phone.



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

If the DSL light is anything other than Solid green (with occasional blinks) then we will probably need to send a tech out to you. The Forums will not be monitored till Sunday. So you may want to call in 800-347-1991 so that we can verify the port setting and potentially set up a time for a tech to be sent out to you.

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


critter

join:2013-01-30
Mount Vernon, KY

I hate to keep asking questions, but does this mean that my line is capable of DSL service? If I can you have made my day... I can call the number but I can just about guarantee that they will tell me that I cannot get it, but I'll give them a call anyway. Thank you so much Aaron for being so nice and being so helpful...


critter

join:2013-01-30
Mount Vernon, KY
reply to critter

Well, after about a week of getting nowhere with anyone I called WS back today to order "high speed internet" again. The guy was really nice and polite told me they would be sending a router and that it was a plug and play type thing and my services would be up and running on the 8th. I guess I'll wait and see if they cancel this order like they did the other one and I would just about bet they will, and not even tell me. One can only hope they will send a tech out to speak to me this time because someone is going to show me why I can't get it this time. Everybody keep their fingers crossed for me....


malianx

join:2012-11-24
Clarendon, TX

Why even bother? If it goes through, you'll get maybe 1mbit of the service you pay for (if you are lucky) and never have hope of a fix.


critter

join:2013-01-30
Mount Vernon, KY
reply to critter

Good news today!!! The tech got to our house this morning around 9:00 with new router and laptop in hand. He asked where I wanted to put the router and he went in there and came back out in less than 30 mins, asked if we had any questions and told me I was good to go.... I told him what a time I had getting them to believe that I could get the service here and he told me that the lady that I had talked to last did not do her job correctly. He said that they, the techs, know more about who can get service and who doesn't and she should have dispatched a tech the first time I called. So actually she lied not just once but several times. Wish I had gotten her name or badge #.... So I am up and running and it's so much faster than what I had so I'm happy.... I will have to see what kind of speeds that I'm actually getting, I've only got the 3Mg plan and I'm not sure if I can get the 6 or not. Just thought I'd give you guys an update on what has happened. Thanks for giving me the courage to keep at them and make them realize that the customer is always right.... LOL


malianx

join:2012-11-24
Clarendon, TX

Good luck with your new service, I certainly hope it works. Unlike the rest of us on this forum who pay for a service we don't actually receive.

I'm getting 0.05mbit at 6am today.