ComplaintsforKinetic

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since September 29th, we have not had home phone service or wifi. We've been told multiple times that a technician would be coming to fix it. Twice, technicians came out, but couldn't fix the issue. I called on behalf of my mother, and was told our case had been escalated, and a tech would be out today, 11/4, between 8:30 am and 10:30 am. As of this writing, 11/4, at 7:46 pm, we have not had so much as a phone call to advise if anyone was actually coming. We only received a text msg this morning w/ the technician's name, "****." I had to call today to inquire why the scheduled time changed from 1st thing this morning, until 8:30 PM - 10:30 PM. I was advised that the SCHEDULER changed our appointment time. A time that was already escalated last week. Additionally, I spoke with your rep ****** last week, (who sounded like she would rather be sleeping) regarding ensuring my mother did not have have a bill to pay. She advised there would be taxes & fees of $28, to which I questioned "how can taxes be taxed on a bill of zero dollars for no service???' If a billing cycle is from the 10th to the 9th, how then can she owe anything as of 11/1? The no-service we have received up till now is absolutely piss poor, and if this wasn't the only company available in such a rural area, we would have long switched. I held out a long as I could without making a BBB complaint, but today was the last straw. Just b/c ppl live in more rural areas doesn't mean they don't NEED their internet and phone service. You all need to hire people to simply give customers necessary updates throughout the day. People have other obligations and do not have time every week to stay at home for a technician who doesn't show up.

  

  Business response

  11/11/2024

  ******** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** *** ****** ***** ** ***** ***     **** *******                     ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by **** *******.
  
  From the filings, we understand that Ms. ******* was inquiring about a telephone and internet outage associated with account telephone number ************.
  
  With respect to Windstream’s response, our records indicate Kinetic was contacted on 10/20/24 to report No dial tone. At this time, service ticket *********** was opened through the automated system with a dispatched scheduled 10/15/24.  On 10/14/24, Ms. ******* contacted Kinetic requesting a timeframe for dispatch. On 10/14/24, the ticket was noted through the automated system that the ticket was cancelled by the customer.  However, shortly after that, Ms. ******* contacted Kinetic to say the text was received and responded. The response failed and she still needed a technician to come out.  The same day, ticket *********** was opened and scheduled for a dispatch on 10/15/24. A technician was dispatched and noted: Both pairs are shorted in ped 2000 ft from house. Can’t get to ped due to light pole and fence being on it. On 10/17/24, a technician was again dispatched and noted the ticket “Refer to Construction to rehang 50 per cable that is also damaged and cannot be reached until rehung.” On 10/22/24, Ms. ******* contacted Kinetic reporting dial tone was still out. The ticket was noted.  On 10/25/24 and 10/28/24, a technician was dispatched but referred back as construction was still needed.  On 11/1/24, Ms. ******* contacted Kinetic for an update. The dispatch was scheduled for 11/4/24. Unfortunately, this was not completed as the technician noted the ticket no time to complete. At this time, a credit of $39.19 was placed on the account for service out.
  
  Ms. *******’s daughter contacted Kinetic directly via email the same day. The service ticket was escalated and on 11/5/24, a technician was dispatched to restore service. A temporary line was run, and service was restored. However, a pole needed to be lifted.  I confirmed with Ms. ******* the service was restored and a credit of $59.19 was placed on the account for a full month of service.
  
  On 11/11/24, it was confirmed the pole was lifted and this should be resolved. We regret the inconvenience this may have caused Ms. *******.  Kinetic appreciates her business and looks forward to providing an optimum experience going forward.  
  
  ****** **** ******* ** ********** ********* *********** ********** ************
  
  CC: k*******1@*****.com

  Customer response

  11/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Landline phone service (# ends in -****) went down late Sep 26, 2024. I reported outage & was given a guaranteed repair date of Oct 14, 2024. On Oct 14, a Windstream/Kinetic technician called & said he could not repair today & rescheduled me, promising service would 100% be restored no later than 6pm Nov 1st. (Great, I've lost a day of work because i had to take the day off to await repair "between 8 and 6 pm" & Windstream charges us $50 if repair person comes & no one is home). Nov 1: Repair guy (Dalton) shows up. He pokes around, tells me all is fine at my home, but there's a line hanging at the end of the street. He says Windstream/Kinetic is NOT going to repair landlines on MY street, & my ONLY option is to request their more expensive, Internet-based VOIP service. (This is not acceptable, I've had landline for 22+ years & my home alarm system needs regular landline). I again requested the tech to repair my landline; he refuses, and tells me his supervisor will call me "shortly, today." [on my cell phone]. But NO ONE called me as promised. So I called customer service at Kinetic/Windstream & explained the situation. The rep said the technician was incorrect, and that Windstream/Kinetic would repair my landline, & gave me a new _guaranteed_ repair date of Nov 18th. The rep then tried to talk me into buying their more expensive VOIP internet phone service; I refused & requested repair of my existing landline. She said ok, and repeated service would be restored by Nov 18th. I requested credit for all days of NO service, & reimbursement for 2 lost work days (failed "guranteed" repairs: Oct 14th - tech, called & cancelled; Nov 1st; tech showed but refused to repair line). Cust Svc refused to issue any credit at all, even though my service has been down for 39+ days. Tech tried to blame hurricane -- but power & cable were restored weeks ago; only Windstream is not doing their job. I request immediate landline repair and full credit for non-service since 09/26/24.

  

  Business response

  11/14/2024

  ******** *** ****       ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** *** ******* ********* **** * ******** **** *** ********
  
  We acknowledge receipt of the complaint notice filed by *** ******* regarding issues with his Kinetic service.

  According to the filings, Mr. ******* has experienced disruptions with his landline service. Our records show that these issues resulted from extensive damage to Kinetic's network and infrastructure caused by Hurricane Hellene on September 26, 2024. Kinetic has been diligently working to restore service to affected customers in Georgia and across the Southeast by replacing downed poles and lines as well as repairing damaged remotes, pedestals, and central office equipment. We appreciate our customers' patience as these repairs are underway. Due to the significant damage to the copper network and the increased availability of the newly installed fiber network, Kinetic will not be restoring copper services. On November 12, 2024, we spoke with Mr. ******* and offered to migrate and restore his landline service via our fiber network, but he declined. He indicated that he plans to cancel his Kinetic service. I have tried to reach Mr. ******* to discuss his concerns further but have been unsuccessful. I have provided my contact information should he need any additional assistance. His account has been credited $63.40 for his October and November invoices.

  We apologize for any inconvenience this situation has caused and value Mr. *******'s business. Please feel free to contact me if you need further information.
  ********** ******* ******* ******* ********* *********** ********** ************ ** ******** ***       *** ******* *** **** ** ******* ** *****

  Customer response

  11/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have cancelled my service after 24 years, and find the "resolution" more or less acceptable. While it does not address the many failures in basic communication between Windstream/Kinetic and their landline customers, nor the multiple ***es I was given incorrect or conflicting information, I do thank you, J.H., for finally providing a straight answer on the copper landline issue (letting us know that we would NOT be getting a repair, ever). I hope that Windstream will retrain its technicians and customer support people to actually communicate with each other, and also not  **** the customer around (making us wait repeatedly for techs who cancel appointments, or fail to do anything), and for the techs and support folks to not close tickets as "resolved" when NO resolution or even an attempt has been made, and false information has been given to the customer about yet another future 'guaranteed' repair date. It would have been so much better had Windstream corporate simply mailed a letter to landline customers early on, informing us that landlines were not going to be fixed. Instead they left us hanging, and dealing with techs and support people who gave us conflicting or dead wrong information.
  

  Thanks -- *** *******

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In August of 2023, I added a landline to my existing internet account. Instead of adding this landline additional charge to the existing account, they created a new account. So from September of 2023 to July of 2024, I was overcharged, with some variance, around $117 a month additional charges, on top of the $113 I was already paying for basic residential internet service. I contacted Windstream in July of 2024, and after 4 hours on the phone, I was finally able to reach an understanding that there was a refund due, to which they agreed. They indicated that it would be 5-7 business days, then for the next 5 months, I was told one message after another, it will be 30 days, then another 30 days, and so on. After 5 months of attempting to obtain this refund, of being refused the opportunity to talk to management, or any other way of contacting them, I wrote a letter, talked to them on the phone maybe a total of 20 hours, called the local office to get any traction, all to no avail, and I have concluded that this is all a game to them. A war of attrition that will eventually force you to give up. At this point, I realize that i will not see this refund, and the recourse is minimal. They are the only provider in my area, and I can look at hughes net, or starlink or something else, but as for this refund, It is being refused, not directly, but through a decentralized bureaucratic system designed to break your will and force you to give up. Unfortunately, this is how business operates today; we will get our money immediately, or shut down service, and ruin your credit, but if it is reversed, then good luck with that.

  

  Business response

  11/11/2024

  ******** *** ****       ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** **** ****** ********* **** * ******** **** *** ********
  
  We acknowledge receipt of the notice regarding the complaint filed by **** ******. Based on the provided documentation, we understand that Mr. ****** is seeking a refund owed to him through Kinetic.

  Our records show that the refund amount was initially applied as a credit to Mr. ******'s active account with Kinetic, which aligns with our standard procedure for active customers requesting a refund or credit for account overpayments. Considering the credit amount and Mr. ******'s longstanding relationship with our company, Kinetic has agreed to issue a refund check for the remaining balance of $907.73. This check is scheduled to be mailed on November 11, 2024. Mr. ****** should receive it within 10 business days, barring any unforeseen postal delays. We have communicated this resolution to Mr. ******.

  We apologize for any inconvenience caused and greatly value Mr. ******'s business. Please feel free to contact me if you require any additional information.
  
  ********** ******* ******* ******* ********* *********** ********** ************ ** ******** ***       **** ****** *** ***** ******** ** ******* ** *****

  Customer response

  11/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having service for a few years, my speed has went from 3mbps, to 6mbps, then to 15 mbps (Est. January 2023), and now (since August 2024) back to 6mbps. I was unaware of this downgrade of speed. I only became aware of it when I had to call on 10/19/2024 due to internet speed being slow. After talking to the rep, he responded that he was not sure of why it was downgraded and that I would need to call back on Monday and speak with customer care. I called and explained the situation and the response I was given was that "Windstream is no longer going to be servicing my area in the future, so my speed was downgraded to that, and that she wasnt sure why I had been getting the 15 when it wasnt available." I spoke with a few more representatives who told me that I was eligible for a speed upgrade, so they transferred me back to get it, but was once again told a ticket could not be put in due to Windstream no longer serving this area in the future. A little back story, back in July 2024 I was having internet connection issues and was able to get tech out, they replaced my modem, as it was the reason my internet was dropping. While the tech was doing his thing, he mentioned that I had bonded service, and that sometimes that would cause it to drop. He made some changes, unbonded my service and called to have them reboot internet, etc. It finally connected again, It was after this visit that my speed was dropped to 6 and set to where I cant get faster speeds. I would like for my speed to be put back to 15, as I know I'm able to get it, as do my neighbors. Why am I the only one on this section of line having their speed dropped to 6mbps? Why wasn't I notified of the speed change? I have also mentioned when i called that some my GoKinetic app's features no longer work, Such as it showing my modem offline, internet speed utilization. No one seems to have a fix for this, which also started after last tech visit in July. Please fix these issues.

  

  Business response

  11/08/2024

  ******** ** ****         ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ***** ******* ********* **** * ******** **** *** ********
  
  This letter acknowledges receipt of the complaint notice filed by ***** ******* regarding her Kinetic internet service. According to the filings, Ms. ******* has reported issues with slow internet speeds.

  In response, our records show that Ms. ******* was upgraded from an up to 6 Mbps service to an up to 15 Mbps service in January 2024. Prior to this upgrade, in 2023, she experienced consistent slow speeds on her devices. The upgrade was intended to improve her service. However, starting in April 2024, Ms. ******* reported recurring slow speeds and connection drops. During a site visit in July 2024, it was determined that her home is too far from the serving terminal to maintain a stable connection at the up to 15 Mbps speed. To ensure service reliability, we reverted her service to the previous up to 6 Mbps speed and installed an updated modem. Since then, we have not received further reports of service issues until this recent complaint.

  I have discussed with Ms. ******* that, due to her location, a stable connection at 15 Mbps is not feasible and Kinetic is committed to providing a certain standard of service. Despite this, she prefers to maintain the up to 15 Mbps service, regardless of potential instability. We will visit Ms. ******* this afternoon to attempt to provide the highest possible speed while ensuring service integrity.

  Additionally, Ms. *******'s household has numerous devices connected to the internet wirelessly. We have discussed how the number of connected devices can negatively impact her connection and provided recommendations to optimize bandwidth usage.

  Kinetic has also opened a ticket with IT to address an issue with her Go Kinetic app not recognizing her new modem. We recommend uninstalling and reinstalling the app on her device as a troubleshooting step.

  We apologize for any inconvenience this may have caused and appreciate Ms. *******'s business. Please feel free to contact me if you need any further information.

  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  ***** ******* *** ********** ** **** * ********** ** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Winstream installed service a week ago. We have called 4 times trying to get help as it wont stream properly, only works in one room and lags. Each time we called we get an out of the country operator who does not help nor can help. Windstream continues to ignore the problem. Our security system can not run because of the poor service.

  

  Business response

  11/04/2024

  ******** ** ****         ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** *** ******* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by *** *******.

  From the filings, we understand that the customer is inquiring about issues he has had with his Kinetic internet service.

  With respect to Kinetic’s response, records indicate Mr. ******* is subscribed to an up to 1GIG fiber service. Diagnostics show his service has had IP for 21 days and speed tests are running between 818M and 921M with numerous devices connected. Kinetic has spoken with Mr. ******* about his concerns and has scheduled a technician to visit with him at his earliest convenience. We were first scheduled to visit on November 1, then November 4, and now November 7, 2024.  Mr. *******’s complaint states that his service works, just not throughout his entire home. Kinetic recommends Mr. ******* install an extender to help with extending his service throughout his home. Kinetic is prepared to assist with an extender installation, if needed. I will follow up with Mr. ******* once our visit is complete to confirm satisfaction. He has been provided my contact information if he needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. *******’s business. Please feel free to contact me should you need any further information.
  
  Sincerely, ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  *** ******* **** ****** *** *********** ** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet service we signed up for and paid for is not delivered. We have had two service reps out who have confirmed that it isn’t within our home nor ant equipment we have. It has been going on for a year ever since the new neighbor was installed and our service was taken down. The service techs confirmed it was coming from service depot in *****. It was confirmed other customers filed same complaint. We pay for a 1 gig service but receive normally less than 100 mbps service. The tech recommended a lower service since kinetic can’t provide service. I have asked to check w hat they did since neighbor service added and no one responded.. calling support is useless since they just ask same questions and agree service is slow numerous times. I am seeking credits for service not provided and fixing the service I pay for. Otherwise kinetic is advertising a service they know they can’t deliver. I shouldn’t have to go through BBB to get a service you promote but for some reason can’t deliver. I asked if ***** was checked and no response. Your tech apologize but after they leave no service or response. Service below 100 mbps for a gig service is unacceptable. Repair and refund

  

  Business response

  11/04/2024

  ******** ** ****         ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** **** ****** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by **** ******.

  From the filings, we understand that the customer is inquiring about slow speeds with his Kinetic internet service.  

  With respect to Kinetic’s response, Kinetic visited with Mr. ****** on November 4, 2024, and performed diagnostics on his internet service. These tests proved Mr. ****** is receiving the subscribed 1GIG service to the modem inside the home. He is not receiving the speeds throughout his home. Mr. ****** has a mesh router system that he uses to project the speeds throughout his home. Kinetic repositioned his mesh system throughout the home to provide better bandwidth capabilities to the areas in which he needs it most. Mr. ****** confirmed that his service is working better throughout his home now, than before Kinetic arrived.

  Kinetic strives to provision up to the maximum speed required to support the qualified and subscribed Service, but actual speed and performance may vary based on factors such as the condition of wiring inside a specific location; customer proximity to equipment supporting the service; computer configuration; network or Internet congestion, particularly during peak hours very generally defined as 7p.m. – 11p.m. weeknights (peak hours may vary depending on the customer location); number of users attempting to use or using the Service at the same time; and the server speed of the websites accessed availability. Kinetic cannot guarantee speeds or uninterrupted error-free Service. For more information regarding Kinetic internet and wi-fi service, please visit www.windsream.com/terms-and-conditions.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. ******’s business. Please feel free to contact me should you need any further information.
  
  Sincerely, ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:       ******* ****** **** ***** ***** ** ************* ** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kinetic went and laid new wires/ cables and a box in me and my neighbors yard. They laid wires/ cables over my underground dog fence. Them doing that caused my dog fended wires/ cables to be canceled out. I have had the people that laid the fence come out and pet safe come out that made the transmitter. We got no notice of this occurring so I couldn’t even let them know that was there. Im still expected to pay their internet bill but they won’t help me with my 700$ dog fence they’ve ruined. Ive called 11 times and get the same response. Someone will reach out to you. Know theh haven’t not once. Please help me since they won’t. This is a really expensive fence and it’s going to be more expensive to fix it. I just need them to love their lines 7-10 feet away from my cables. Or they need to reimburse me for the money I’m going to have to spend to fix this. They need to make me whole again before they screwed up my yard. Also if my dog were to get hurt or hit from the fence not working I will come at them for damages for that as well. I just want them to fix it. Please help!

  

  Business response

  11/04/2024

  ******** ** ****         ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ***** ********* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** *********.

  From the filings, we understand that the customer is inquiring about damage she claims was caused to her dog fence by Kinetic installing equipment on her property.

  With respect to Kinetic’s response, Kinetic appreciates Ms. ********* bringing this matter to their attention. This claim has been turned over to the proper department management for review and contact to Ms. ********* for resolution. This matter is still under investigation and Ms. ********* will be contacted with all updates as provided. Ms. ********* has been provided my contact information if she needs any assistance in the interim.

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *********’s business. Please feel free to contact me should you need any further information.
  
  ********** ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ***** ********* **** * ******** ** ********* ** *****

  Customer response

  11/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called and cancelled my service in May 2024 and was billed another $90.86 after cancellation and it was auto paid. I called again on July 11th 2024 and spoke to Michelle about the incorrect charges, she apologized and said a refund check for $90.86 would be sent within 10 business days and gave me a confirmation# ********. I haven’t received the refund to date. Windstream has since moved their customer service and billing department over seas and no one will help me with this matter.

  

  Business response

  11/04/2024

  ******** ** ****         ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** *** ********* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by *** *********.

  From the filings, we understand that Mr. ********* is inquiring about refund due to him by Kinetic after the request to disconnect his service.  

  With respect to Kinetic’s response, records indicate Mr. ********* requested to disconnect his Kinetic service on June 3, 2024. Due to an internal error, this order did not process prior to the next bill cycle, resulting in a new balance being incurred. Mr. *********’s bank submitted payment  in the amount of $69.13 for this cycle, to which Mr. ********* disputed and was provided credit for on July 15, 2024. A new request was placed at this time for Mr. *********’s service to disconnect. A second bill cycled during this process, causing the credit provided to be used for that balance. I have corrected this error to ensure that Mr. ********* receives the refund for the payment of $69.13. Kinetic has submitted the refund back to Mr. *********’s bank account. Depending on his bank’s processing time, he should see the money in his account within 3-10 business days. Mr. ********* has been provided my contact information if he needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. *********’s business. Please feel free to contact me should you need any further information.
  
  ********** ******* ******* ******* ********* *********** ********** ************ ** ******** ***       *** ********* **** ******** ** ****** ** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the month of May, I called Kinetic by Windstream to cancel my services with them because I was moving out of state and no longer needed the services that I was receiving. My last month of the service was for June. I received confirmation from them that my services will conclude on June 28th, 2024. My typical bill payments for the Internet service was $68.02 per month. In the month of July I was auto charged $110.02 for a month of service along with a “deregulated administration fee,” modem rental and protection. I called their customer service number to correct the issue because I was charged for a service that was no longer needed along with other charges. The said that they needed proof from my bank that said amount was taken from my account. I went back and forth with them and it resulted to me disputing the charge with my bank. Windstream continued to send me statements saying that I owed them this $110.02 charge. I kept calling them to let them know because I got a piece of mail stating if I do not pay this charge it would be sent to collections. I tried time and time again to get this matter resolved. I was going to let it go until it got to this point. They auto debited money out of my account for a service that was no longer needed and hoping to get away with it. I have ended hundreds of services that I was automatically enrolled in services that pulled money out and never have they told me I needed to cancel the auto debit so I wouldn’t get charged. I was out of a job this time and this company took $110.02 from me and we’re making it impossible to recoup the funds. I hope that I am able to end this once and for all so other people do not have to go through this. It’s predatory if they are doing this to others and as one of their customer service representatives told me, this is a matter they deal with often. Seems to me they are banking on others giving up. Not me.

  

  Business response

  11/06/2024

  ******** ** ****         ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ***** ******** ********* **** * ******** **** *** ********
  
  We acknowledge receipt of the notice regarding the complaint filed by ***** ********.

  According to the filings, Mr. ******** has requested a correction to his account concerning a charge of $110.02 from June 2024.

  In response, our records indicate that Mr. ******** requested to cancel his Kinetic service on June 28, 2024, which was three days after his billing cycle began on June 25, 2024. Kinetic bills in full monthly increments and does not prorate for partial service periods when service begins or ends mid-cycle. Consequently, Mr. ******** was billed the full amount of $110.02 for June. As Mr. ******** was enrolled in auto-draft, this payment was processed automatically. Records also indicate that Mr. ******** disputed this charge with his bank, resulting in a return of the payment to Kinetic. To resolve this issue, Kinetic has applied a good faith adjustment to his account, bringing the balance to zero and settling the dispute. Mr. ******** has my contact information should he require further assistance.

  We apologize for any inconvenience this situation may have caused. Kinetic values Mr. ********’s business. Please feel free to contact me if you need any additional information.
  
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:       ***** ******** *** ******* ***** ** ********* ** *****

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a small subdivision with about 15 houses. About 10 houses lost internet on Thursday 10/17/24. I called Windstream and at first they said there was no problem but after several houses called they finally said Ok we see an outage and it will be back on Monday 10/21/24. Monday came and went and no internet. Several of us called again and now we are being told maybe November??? I work from home and this is unacceptable. It's been 5 days and now Windstream won't give anyone the time of day. We keep getting different answers on when internet will be back up. I have never dealt with a company that has such terrible tech support. I need to be able to work to put food on my table. I'm out of options so I came here. I pay a lot of money for internet since they are the only provider in our area and they know this which is why they can put us on the back burner and service customers first that have the option to switch. They know we don't have that option so they take advantage of that and tell us we have to go without service for weeks until it's fixed. Completely unacceptable since a lot of us rely on internet to work from home.

  

  Business response

  10/24/2024

  ******* *** **** ****** ******** ****** ** ********* **** ***** ******** *** ****** ***** ** ***** ***     ***** *********            ********* **** ******** **** ****** ********  
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** *********.
  
  From the filings, we understand that Mr. ********* was inquiring about an internet service outage associated with account telephone number ************.
  
  With respect to Kinetic’s response, on October 17, 2024, Mr. ********* contacted Kinetic to report the internet service was out. At this time, service ticket 09439612 was opened and scheduled for a technician dispatch.  On October 18, 2024, the dispatch was cancelled as it was referred to an area issue which was a cut cable.  An email update was sent to Mr. ********* the same day.
  
  On October 22, 2024, Ms. ********* contacted Kinetic for an update.  Ms. ********* mentioned that Spectrum was installing lines in their area and likely hit Kinetic’s internet line, causing the outage. After speaking with 2 agents, the issue was escalated to be resolved as soon as possible.
  
  On October 23, 2024, Mr. ********* sent an email to Kinetic’s CEO regarding the service outage. At that time,  I requested an update from the local area and construction team. I contacted Mr. ********* via email to advise a crew was going to be out that day to repair the cable.  The same evening, Mr. ********* confirmed his service was working as the cable was confirmed to be repaired.
  
  As of October 24, 2024, I issued a credit for the time reported out of $15.00 and advised Mr. ********* via email.
  .
  We regret the inconvenience this may have caused Mr. *********. Kinetic appreciates his business and looks forward to providing an optimum experience going forward. 
  
  Sincerely,
  ****** **** ********* *********** ********** ** ************ * *************
  *** ********************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩