Windstream Communications
Reviews and Complaints

I ordered new service online and was given an order number and connection date of 06/04/2018. Then on that day when one showed up I called and was told that for some reason there was a flag by my name. They then asked me a few questions verified that I was who I said and rescheduled me for 06/07/2018. Mind you this whole time we are trying to get internet service is because I have a child who is having to do summer school and it happens to be on the net. So on 06/07 no one showed up. I call them at 4:17 pm and they commence to telling me they had went by my house (where my wife has taken off work for 2 days to wait for the tech guys to install )@ 4:30 and no answer. I look at the time and say how is that when it's 4:17 and I know my wife and both sons are home patiently waiting. So again they reschedule now for 06/08/2018. So this day is a Friday and once again nothing. Do I call once again. To be told tht there is no alley with telephone pole so it would have to be ran from the end of the block and tht could be up to 10 days. So now 06/13/2018 comes and I received a call stating tht on 06/14/2018 between 8-12:00 would be our connection time. At 12:00 called again and then was told between 1:00 and 5:00. And I'm sure you guessed it. At 5:00 still nothing that they will be here once again in the AM on 06/15/2018 to hook up our internet. This is redundant and ridiculous. Please get these people rite. Rude unprofessional and no help to resolve this. Please help need internet for summer school now. Thank You

My elderly parents have been without phone service all week. The phone was supposed to be fixed my June 12th I was lied to and said that they showed up on no answer and lefted a knob hanger which was a lie. Parents was home all day they closed the ticket and said the phone was fixed another LIE. Now we are June 13 th I was told the phone would be fixed by 7:00 pm, yet another lie they closed the tickets both for June 12 and 13 th. Still no phone service I called again today gave me another ticket # said the phone would be fixed tomorrow by 6 pm, I am sure that will be another lie.. The card readers aka customer service agent are clueless and liars as well. Every time it rains my parents phone goes out. And I am sure we will hear another lie and be told that windstream lines going into the house is good.
I have reported windstream to the FCC.

We have had Windstream since 2009. And we had always received excellent service until this year. We've had multiple issues with our phone. I've called repeatedly and received numerous tickets. In a period of two months we were with out phone service for a combined total of 3 weeks. Now once again our phone required service and once again the technician, Rodney, has switched our phone lines at the telephone pole. I called four times about this error. We've had all we can take. We are cancelling our service.
Tim & Dorris Maynard
Scottsville, KY

At 6:19 this morning on FM 1125 in Bowie Texas your driver was riding on my back bumper then passed in a no passing zone. He was speeding and driving erratically then when we approached the light in town on Wise St. He cut thru allsups parking lot to miss the light that was red flew out in to the road was almost hitting another vehicle. He is going to get someone killed!

I am complaining about the service. I moved and contacted Windstream to transfer my phone service AND I added internet. I was told that it would be done on 3/23/2018. I took off work this day. I received a called that the time would be between 3-5. I waited until 5:51. I called them and the automation said it was still open. By 6:15 or so I called and it stated the order was completed but NO ONE came to my apartment. I was told that someone would come today but it would be after 12. My son has been here since 11:30; I came home for lunch at 12:15. At 12:38 I received a phone call that the order was complete to check my modem, etc. I have yet to see a technician. These guys ARE NOT coming to the apartment. I cannot keep taking off from work or even sitting around waiting for someone to show up and they don't! Now I'm being told it may be Wednesday before someone can come out.
I would like to speak to a field supervisori. Texarkana, Texas regarding this matter and not to be continuously putting in an order for service only for no one to come out and do their job.

This company is full of liars! After being told I'd receive $100 credit and putting $100 down payment. My first bill was $110 and did NOT receive credit. After talking to 4-5 different people, NOTHING was done. They only gave me the initial persons number which I left several messages and were never returned. Then someone told me to cancel my service to sign up online and receive the credit...mind you I have already had my credit ran and paid $100 down. To boot, the service recommended 35 mbps for two streaming devices constantly lagging and messing up!

Your ridiculous late fee of $1.05 and late fee service charge of $5 infuriates me every time I see it on my bill .
If you didn't charge a late fee you wouldn't have to charge a processing fee, especially if you allowed the common 10 day grace period. According to my my bank it's delivered on time, but according to the last person I spoke to about this, you don't process it when it arrives . Look at my history and tell how late am I really that I should be charged $6.05 ...
It's a slap in the face to those whom use your company .
There's a huge difference in being 1-2 days late and being 30+ days or not paying at all.
Where is your gratitude ? You're understanding? Compassion?
Life does happen, whether it be kids or work or an accident or stress in general .

Sincerely and very disappointed,
Beth Berg

1. Called Mark in Customer Service on 2-6. Agreed we have been getting billed for 75 MB but provisioned for 25MB. Agreed to process a $50 credit. New invoice due March 6 shows correct provisioning but but not the credit.

2. Called Customer Service on 2-22 and got Pam. Was helpful on credit issue, but had to get supervisor approval for the credit, then we would address the speed vs provisioning ongoing issues. Promised to call back.

3. Called Customer Service 3-1 and got Sammie. Suggested we go back through Pam. Sammie said she said she would call me back.

4. Called Customer Service 3-2 and got Anita. After a brief discussion, I suggested and she agreed we should call Pam. Left a message at 9:15 am CST today.

My goals are to pay my invoice on time by Mar 6 with correct amount including $50 credit due as promised, with no service interruption. I also want to closer align the speed I'm paying for (100 MB) with my actual speeds (48 MB is the daily high this month.

These should be routine problems to solve, but they are taking way too much of both of our time. Otherwise, the service is fine.

Account number [protected]. Name - Crystal Bauman. Current invoice amount $125.06

Over the course of seven years you have been unable to keep the internet up & running! The last 3 days outage has been outrageous., along with your lying rep's. Last night 3 different lies about the service, from one person. The internet can not stay on for more than 20 minutes ever, without some mishap, streaming impossible forever, game play is just a fantasy!
The over the top incompetence of this company is legendary, when D & E Communications ran the internet no problems, within 4 months of Windstream showing up, the nonsense, shenanigans & lies started.
12 Trips to my house over this period of time, nothing ever wrong(DUHHH!). Its the source, you have a shotgun shack on St. Benedicts picnic area, which hasn't been updated since the turn of the century. Zero dollars spent on upkeep, always a truck outside with an incompetent individual sleeping. Horrible service, essentially none at all, its always the customer's fault.
Without a doubt the worst company I have ever dealt with in 59 years of life.
When will you do the right thing, judging by all the responses online: nothing! You have a monopoly in rural areas and give absolutely the worst service imaginable.
I'd wish you well, but I don't feel it.
Joe

Angela M. replied:
Good Morning,

Unfortunately, I do not see an order for you at this time. Please contact Customer Care at [protected] to have the order placed for these services. I apologize for the inconvenience.

Thank you,

Angela M

Angela Marks
Customer Service Rep Offline-C/SMB Operations
Windstream Communications
JAN 16, 2018 | 03:10PM EST
Original message
inbound wrote:

Hello,

I just called and spoke with Emily about adding a Landline to the account [protected]. Emily stated she would send an email stating the time of installation for 01.17.2018. However, I've yet to receive any email from her.

As I mentioned on the phone with Emily, I do not have a phone and need this installed as a bundle package with the Internet.

Can you look into this and let me know by email when installation is? Thank you,

Elgin

Emily did not place the order that I was informed by her that she would. She would be held accountable for her lack of professionalism. On January 23, 2018 The phone was finally installed. However, I have no long distance calling available. I was told by both Chris and Jamie at the customer service number that I had to wait 24 hours. Now, after more than 24 hours I still do not have long distance. I was informed today the order was not placed correctly and I have to wait until Long Distance calling is programmed into the system. Why, was this not done initially? I am waiting for the long distance and a credit from the time I had the service installed and the time I actually get the Unlimited Long Distance Calling.

Elgin

When I received incoming calls the phone would ring once and had such a loud crackling sound that I couldn't hear anything. I changed phones and that didn't make a difference so I called on January 15th and was told it would be fixed on the 17th my confirmation number was [protected] someone did come out and told me it was my phone I told him I already changed phones so he went out and walked around the house and said they would have to send a bucket truck, I never saw a bucket truck but on Jan 19th the crackling sound did improve a little by Jan 21st it came back worse than ever, now I can't receive any incoming calls and when I call out the crackling sound is so loud I can't hear anything. I called again on Jan 22nd, confirmation number [protected] and was told someone would be here between 1:30 and 5:30 on the 23rd no one showed up.
I am 80 years old and NEED a phone. What do I need to do to resolve this matter, when I call all I seem to get is the run around

Autumn Carr
Blairsville, Georgia
[protected]

On 12/7/17 I put in a order and a day or so later I received a email.

Thank you for your recent order with Windstream. Please note that more information is required to finalize your Windstream order.
Please contact Customer Service at [protected] with your order #
3966222I00399 regarding your request.
Thank you again for your business. We look forward to being your entertainment provider.
Windstream Sales and Service

So I called to find out what information they needed from me. I was told that it was a shell order which means it was still pending and there was nothing there yet. Okay fine, I accepted that and I called back about a week later to be told the same thing again. Okay fine, a couple days later I called back and I was told (Okay this is a shell order) blah. So then I knew something was going on, I was transferred to another rep who told me that my order number 3966222I00399 has been cancelled because it had sat there to long. (Not my fault. I kept being told it was a shell order ) So the lady did another order, and I was on the phone with her for about a hour, and she couldn't get it pushed through to the credit company but she would call me back. Which she did, and I was told I needed to pay 100.00 upfront deposit. I said okay, I'd pay it Friday 12/29/17. That's where the nightmare started. I called in on 12/29/17 to pay my 100.00. I was transferred 6 times, and kept being transferred from the department I just left from. By the 6th rep, I was fed up. I explained to her the whole situation (after explaining the exact same thing to my previous 5 reps) this girls name was (Laquinta, Latoya .. La something) she was awful. She told me she didn't see anywhere that I had a order pending that I needed to pay a deposit for, that I must hadn't talked to a Windstream rep, and basically everything I told her she went against. By this time, I was VERY upset with her, and I had to raise my voice to her to get her to listen to me, that I had talked to a women on 12/27/2017 and she redid my order for the 3966222I00399. She then told me that, the reason my ordered was cancelled was because I hadn't spoken to anyone about it. I kept having to tell her that yes I had and she wasn't listening, I told her that there was another order that rep did, and that's how I knew I had to pay 100.00. She wouldn't listen so I asked to speak to her supervisor, which she didn't transfer me to and put me on hold without asking. She gets back on the phone and tells me that she can go ahead with my deposit. So I'm guessing everything I told her was correct because she didn't question me again. She took my deposit everything was okay we was done.

Later on in the day she called me back telling me I was going to have to do another order number because since the last two were cancelled they wasn't going to work. So I said okay, and was transferred to another rep which was a male that didn't ask me hardly any questions he must have went off my previous order because it went really smoothly and he told me there we be a tech the next day to my house 12/30/17. I said okay great! I was happy.
On 12/30/17 I called support to see if I could see what time my tech might come out because I had to leave my house, the first rep crystal told me that the order number either 3966222I00399 or 6756040I438764 which was a order number that came to my email - had pending that a tech wasn't coming to my house on 12/30 which I was told by another rep, and she didn't know why he told me that because the earliest anyone could come was 1/3/18. I was very upset and told her I wanted to cancel and get my money back because this was just ridiculous after battling this for a month and now my installation date was being changed and no one knew what order was what. She hung up on me and I had to call back in, and I got another girl that told me the order said completed and that a technician would be coming out that day 12/30/17, so I told her then I didn't want to cancel it because that's what I was expecting. She said okay, nothing had been started so that would be no problem, that I just had to speak to someone else to figure out what time the technician was coming out. I was transferred to a 3rd person. I believe her name was Autumn, she was very nice told me Crystal had put my order on hold, which I wasn't happy about because she didn't even finish with me she just hung up on me, she also told me that Crystal was correct that a tech couldn't be out till 1/3/18. I accepted it because I needed internet for school and had already paid my deposit. We got off the phone, and two hours later a rep shows up just like the guy had told me the day before.

So now I have internet service, but I'm getting emails and calls about the service tech that is supposed to come out 1/3/18 which is an issue, because that means I have another order and a technician is coming, and there is no communication between technician and service reps because no one even realizes that I already got internet service, on Saturday which I was supposed to.
Then I receive an email stating that I wouldn't be getting service till 1/4/17 - Which isn't affecting me because I already got it, but it's an issue because if I hadn't of got it Saturday 12/30/17 I still would be without service today when a technician was supposed to come out today, and I have a order that it still trying to be installed. This is the biggest mess I have ever been in, so I need whatever order that is being installed this week cancelled. I think it's the 6756040I43864. NOT positive though because this has been such a horrible experience I don't think anyone knows what they are doing, or just don't care.

If I hadn't already received my internet, I would've cancelled and never look back. It's a big problem when you're being transferred a million times, and have to keep repeating yourself. There should be some kind of system where this DOES not happen. It was bad all around.

I was contacted today about an order I submitted online for internet the service rep said I had to submit a certified copy of my social security card and my driver's licence. This is an outrageous request from this company. I do not give my social security card to anyone nor my I'd with all the scans and the saling of other people's information this to me feels like a violation of law. I have since cancelled my request for service and I have filed a complaint with bbb.

I called on September 29th to disconnect my internet service. My phone number for the account is [protected] and my name is Kristi Wareneke. The lady I talked to helped with disconnecting and then transferred me to take a touchscreen survey on the phone before hanging up. I had my phone number transferred to my new provider as well. Now 2 months later I have had 2 payments taken out of my account and when I called to resolve it, I was told that no orders were ever put in my account to disconnect and that all they could do was disconnect today but they could not reimburse me my money back. Winstream also stated that they still own my phone number even though it was transferred to my new provider already and that I would have to go through the whole process again.

I feel like the right thing to do would be to reimburse me for the last two months, $166.82, since I did everything by the book and the employee did not do her job correctly.

I would be happy to provide any other information needed to make this happen. Thank you for your time!

We had internet service for years with Windstream . When me and my wife split up she cancelled the service. I have been trying for the past month to get new service . The first appointment the tech never showed up on a Friday . Had to call them back on Monday to find out what happened. Which I had to reschedule an appointment. The closet appointment was 2weeks way . Now on the new appointment date, they still couldn't do my internet cause of no open lines . That should mean nobody in my area can get new service. I bet they will. Windstream has really disappointed me.

On 11/21/2017 a Winstream technician arrived at my home to perform a complimentary "free" upgrade to our internet speed. This was a promotion that Windstream has been running recently. After 4 hours, the technician informed me that he was unable to get out internet back up and running and that he would have to return the following day. My husband and I had both taken off work to accommodate the technician on 11/21 and we were unable to take additional time from work to accommodate their error. I then called their troubleshooting/internet phone number, where I spoke with three different employees, who were all extremely rude and not helpful at all. Each of them kept saying they had no way of communicating with any of the technicians and offered no apology for the extreme inconvenience to us. I work remotely from home and was unable to work last evening and am still unable to work today due to their incompetence. The customer service representatives told us that we could not have our bill prorated for the inconvenience and repeatedly stated "I don't know what to tell you." I am extremely dissatisfied with their lack of professional courtesy. We had no prior issues with our internet until the technician arrived on 11/21 at approximately 4:00pm. I was also lied to last evening by Sheri and Lindsey, two representatives who said I would be able to reach a technician at 7:00am on 11/22. When I called, their automated voice message stated their office operates from 8:00am-5:00pm. I am requesting a refund of the entire month's bill for the inconvenience and also request that a technician arrive at my home today to resolve this issue in its entirety.

We have internet - at 28/1.98, we put in an order Friday 11/17/2017 to upgrade to 50/4.
Got a phone call Saturday stating that the 'technician' would be out sometime from 8 am - 7:45 pm on 11/20 (which I confirmed).
Got ANOTHER call Sunday stating the 'technician' would be from 12:30p-4:30p on 11/20.
Got ANOTHER call Monday 11/20 stating the 'technician' would be here prior to 7:45 pm.
My husband stayed home ALL dat 11/20 just to meet up with the 'technician'. However, during the stated time, NO TECHNICIAN has shown up, our internet speed went down to 7/.88 and now we have NO caller ID.
I phoned it to see what was going on, the lady said our internet was down, which I told her no - it wasn't because we have TV, she said that's cable - no we use ROKU internet TV so no it's not down, she tested our lines and said it was down, and that's why our phone was down to - she then asked me to check for a dial tone - I informed her I was calling her from our home 'Windstream' number. She said a technician will be out on Wednesday to fix this issue. In the meantime, if we don't hear from the technician tonight to upgrade our service, then he'd be by tomorrow - Seriously?
You have a MONOPOLY on service in our area, and we have Always been with this company, and this is the stuff we get?

My phone number: [protected]

Many numbers calling are not actually from the number that shows up on the caller ID. The same caller, as their sales pitch is always the same, is able to change their number from the number that actually show up on the caller ID. I have the ability to block numbers on my in home telephone system and the caller is able to get around the block by changing the number of the caller but the same source of the call is fraudulently changed to get around my block and they make the changes over and over again. I call the actual number that shows up on the caller ID and they do not know what I am talking about as they did not call me. Some of the caller ID's number are from Young Harris College Georgia. Here is a partial list of the calls as they show up on my caller ID and all 2017:

Date Time Received Number Caller ID Data
11/ 20 10:12 AM [protected]
11/18 12:41 PM [protected] StarnetPa ete (called 3 x)
11/17 1:47 PM [protected]
11/17 1:13 PM [protected] Cove Serenity
11/17 12:18 PM [protected] French Jom
11/17 12:03 PM [protected]
11/16 9:37 AM [protected]
11/14 12:35 PM [protected]
11/13 5:34 PM [protected]
11/13 9:35 AM [protected]
11/13 6:37 PM [protected]

The above are the numbers my phone will hold and ID the number and the name of the alleged caller if that data shows up on the caller ID. There is a problem when an unknown continue to call but changing their number in order to avoid a block is a more serious matter and for me it borders on a fraudulent attempt to obtain information. Many of the callers indicated they can provide a lower interest rate on credit cards but when I ask them which credit card they say, "thank you and have a nice day" and hang up.

The Internet/WIFI never worked through windstorm in the years that I had service. I would call and complain about Internet and the issues were never resolved with Internet. I switched to new provider due to all the issues on 9/27/17. I get a bill with a zero balance I called a customer service representative who told me I owed nothing. I called the next day to make sure there was no problems and if they needed my equipment back, and was told I owed $283. They are charging me larger rates for services I didn't have during times I didn't have service. Windstorm is telling me I owe them $183 and I also owe DISH network additional $106 they have to bill me as I had bundled services. I called DISH and they told me I had a zero balance and they cant bill once I unbundled services with Windstorm. I asked Windstorm for itemized bill and was given the run around with service representative who told me she was going to charge me for bill, and than after I pushed for bill she sent it to me. The bill doesn't make sense and I am being charged at a much higher rate for things than previously, and I am being charged for services after they were cancelled. I am not looking forward to calling Windstorm to argue with them concerning this bogus bill.

I have been having long outages of my internet all summer. Every time a tech came out they told me they found a broken wire. Then my monthly bill went from $66 to $126. They said my credit had run out. What credit? This was the price they whites me for upgrading to 50mbs speed which they told me later that they could not get me that speed due to being too far from the closest distribution box. Paying for an upgrade that they did supply. Switched to Spectrum and will never she Winstream again even if its free. I hope they go bankrupt for such sleazy business practices. They can't offer a good service so they make there revenue by ripping off their customers.