Let me start by saying, if you are considering getting Windstream for your home or business, read a few of the visitor posts on their facebook page. And here is my story..
For the last year and a half I have put up with nothing but half ass Internet service. This service was poorly provided by a company called Windstream Communications SW. I would constantly lose service. The wifi would drop every 30 seconds or so, and sometimes it would happen while playing a game on my phone. I wouldn’t know until it popped up the “wifi connected” message and by then my phones data would be drained and all they could say was “sorry”. My bill fluxuated between $79 to $130 with city and state taxes (and a couple of others) would be on each bill 3 times with no reasonable explanation.
Every call to them was pretty much the same.
Automated system: We see you are calling from phone number XXX-XXX-XXXX is this the number associated with the account you are calling about? Press 1 for Yes Press 2 for No
Me: *Presses 1*
A/S: One moment while I access your account information…… (Gives menu options)
Me: *Presses corresponding number
CSR: Thank you for calling Windstream, my name is Bob. Can I get you to verify the phone number on the account please?
CSR: Can I get name on the account?
Me: *States 1st and last name
CSR: And who am I speaking with today?
Me: *States 1st name again
CSR: Can I get you to verify the full address for me?
Me: *States entire address
CSR: And can I get you to verify the last 4 digits of your social?
CSR: How can I help you today?
Me: Yes, my WI-FI keeps cutting in and out. All I am doing is trying to stream a movie on netflix and it keeps stopping & saying loading every 30 seconds to 2 minutes.
CSR: How long has this been happening and what exactly is it doing?
Me: It has been happening for the last half an hour and like I said, it keeps stopping every 30 seconds to 2 minutes and saying loading. (I’m getting angry now)
CSR: I understand your frustrations. Hmm I am not seeing any drops on my end. Are there any other devices in use at this time?
Me: Well I am telling you that the signal keeps dropping and I already told you I am only trying to watch a movie on Netflix, nothing else is using the wifi or internet right now.
CSR: Can you try to access the internet on another device? What are the lights on the modem doing?
Me: I don’t want to, They are solid green.
CSR: Okay let me just make a note in the account that you refuse to check any other devices and we can’t make you of course….. And how about the ones on the back, what are they doing?
Me: Solid Green
CSR: Okay I am going to have you to unplug the power from the back of the modem for 30 seconds and then plug it back in and let me know when the lights start working
Me: Okay. *Follows directions
CSR: Have the lights started doing anything yet?
Me: No…… One is on….. Okay now both back ones are solid green……
CSR: And what about the 2 on the front?
Me: 1 is green and the other is red.
CSR: Hmm Okay I am going to rebuild your connection from scratch hold on give me one second…….. Okay I have built you a whole new connection so you shouldn’t have any further issues. Can you do me a favor and check to see if it’s working and you can connect to the internet?
Me: Yes it seems to be working again…. For now.
CSR: I’m glad we were able to get you fixed up, is there anything else I can help you with?
CSR: Okay well just real quick before we end the call, I wanted to let you know that you may get a survey in the next few days to your email. It’s your choice if you would like to fill it out, but I do ask that you rate my performance honestly if you choose to do the survey. This survey will focus soley on my performance and not your internet service issues. Thank you for calling Windstream and have a wonderful day.
2 hours later I would be calling them again with the same problem as before or that the internet was moving at the speed of molasses. Do you know I have had at least 5 different modems brought out to me? 5 modems AT LEAST. That’s an average of a new modem every 15 weeks, but sometimes they had to bring another one within 1-2 weeks. The problems were never ending. It was not bad weather causing problems either. One day it was storming like crazy out and the internet worked that whole day. The next day was clear and sunny, but the internet crapped out.
I got to the point that I would tell the CSR I am fed up and pretty soon I am going to call another company.
Well I finally made good on the threat. Last Wednesday, I called a different company. Thursday I went down to the local office (Windstream doesn’t have one) and paid up front for my installation and first bill. At 9:30 this morning, the other company had me all set up with faster and cheaper service.
I then called Windstream to disconnect the service. I will spare you the “Automated system” and skip to the person, but this is how that went, and I hadn’t said a word yet…
CSR: What can we do to make this right?
Me: Nothing (HA HA HA) I already called XXXX and I’m all set up with them now. I just need somebody to come out here and get your equipment.
CSR: Okay I will get you set up for that, but I have to ask you a few questions to find out why you’re leaving us.
Me: I just really got fed up with the service I was getting from y’all. Constantly having to call, sometimes multiple times in the same day and or week for the same problems. Slow speed, signal drops…
CSR: Oh okay, what speeds and price are you getting with the other company?
Me: I’m getting 25MBPS and my bill (including equipment and taxes) is only $38.01 per month. It’s faster, I’m not forced into having a home phone that I don’t want, need or use, and it’s CHEAPER!
CSR: I see, well you don’t HAVE to have a home phone with us ma’am.
Me: When I signed up they said it was cheaper with the phone than without, so I went with the cheaper option obviously.
CSR: Okay well I see here that you already have our fastest speed available of 16MBPS and it looks like the lowest I could get your bill on this would be $70 a month. Would you be willing to stay then?
Me: If I am now getting 25 for 38, why would I stay with 16 for 70? That’s stupid!
CSR: Ha ha yeah…
Me: Look, I just need somebody to come out here on Wednesday between the hours of 10 and 2 to pick up your equipment because that’s when it will be on my front porch.
CSR: Oh ma’am we don’t actually send a technician out to pick those up. We will be sending you a prepaid mailer to ship it back to us in.
Me: Okay that’s fine too, I just need it gone from here!
CSR: I understand. I can give you a free month if you want to try out the other comapny for a month and want to come back.
CSR: Okay we have it all set up to send the prepaid mailer to you. You will receive a final bill to close out the account. You will also get an invoice only to be paid if the equipment is not returned. Is there anything else I can help you with today?
Me: Nope, that’ll be it!
So you might wonder why I told them to pick the modem up on a designated day and in a designated time window. If you have had to do the dance with their techs, you know why. If not, let me break it down.
You have a problem that a tech needs to be dispatched for because they can’t fix it over the phone. This is Thursday, and they tell you that the earliest they can get someone out to you is Tuesday. They tell you a tech will be out sometime between oh 8am and 7pm and that an adult needs to be there in case the tech needs to come inside. They tell you that the tech will call you 2 hours before arriving. You take off or put things off to be home all day waiting. At 6:30pm you finally get a call, only they are telling you that the tech can’t make it that day and will get to you tomorrow. Then they tell you they need someone there between the same times like you have days and days to wait for them. When the techs do finally come, they do not call you 2 hours ahead of time. No, they call you when they are 5-15 minutes away. One day one called me and said “I’ll be there in 15 minutes” and I told him, no they said you guys are supposed to call 2 hours early and y’all never do. This isn’t even 1 hour ahead of time. He goes “Fine, I’ll see you in an hour” and hung up! I have asked before, Where can I send the bill for y’all wasting my time like this?
That’s why I was being a smart ass.
I am happy to finally be done with Windstream.
That’s all for now, Until next time.