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Windstream DSL Complaint - Windstream is fully aware of our Internet losing service and refuses to take responsibility - Windstream DSL Internet
Windstream DSL Complaint

Windstream DSL Complaint

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Windstream is fully aware of our Internet losing service and refuses to take responsibility - Windstream DSL Internet


This is the Feedback I gave in the Customer feedback email request I received from Windstream in my Inbox. It took many hours to receive it because the service went off again after being monitored for 2 hours by a Windstream representative.
This issue has been ongoing since 2013. What I have been told by over 30 field, phone and network (B-tack) techs has ranged from - it is your modem, the number of devices in the home, relay boxes, wires in my house, the box across the street, spliced wires, nothing at all except hands raised in "I don't know what to tell you so I will just mosie on home". The later is just one example of everyone just passing the buck.

Recently, I was told that it was my laptop when I have had multiple drops in the last 4 months and this laptop only arrived 1 week ago! I explained that it was illogical in light of the History of the problem being continuous when the laptop was not on the premises. Then, the field agent said he would go out and switch something yesterday in a relay box but the Network guy on the phone said no do not do that. We found the problem and it is the homeowner. The network guy and the field tech refused to allow me to speak with the network guy on the phone so I could explain the history and how it could not be. Then the field tech packed up and said "hey I do not want to argue when I wasn't arguing I just wanted to show him that I had not received emails on any of my devices except the cell phone which was not on the network. Everyone just does the least they can get away with or moves on and no one absolutely no one takes ownership. It is the worst customer service of a paying customer I have experienced in 45 years. This is no exaggeration. It takes a lot for me to say this. I want 2 years of my money back for the emotional, physical stress and humiliation I have experienced because of the indifference of Windstream's system. I don't think it is the employees really but it pits customers against filed techs. Windstream either doesn't equip them to succeed or there is no motivation and encouragement to research problems. They just guess and pat me on the head. I have been told so much nonsense that I just let it go now for weeks on end until I can't stand it. When the techs leave and I follow the network guys suggestions 30 minutes later it goes down AGAIN. I have two college degrees but I can't count high enough to explain the number of drops and the hours of no service. I have proof that it is Windstream. My neighbors have the same amount of devices and use it more than we do and have great service and no interruptions or hours without service. I have UPS tracking numbers that prove that the device they lazily target as "the problem" was in Indianapolis being rebuilt for 4 months. No one cares and when I start to think someone does, I get a rude awakening. The only thing I am guilty of in regards to this is forgetting the saying "It is foolish to do the same thing and expect different out-comes. They think we are fools. My friends can't believe that I persist in treating the employees with respect and with courtesy and tolerate this monthly robbery for years now. Really, I can't believe it either. There are no options. It is a monopoly where we live. There is a guy who is monitoring it now named Vinnie. Vinnie has heard an earful. But he seems to have something that is a rare commodity at Windstream -Integrity. We will see if the Windstream system will allow his investment of time and energy to have any real effect. Signed "thoroughly disgusted" DaWayne


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