ComplaintsforKinetic

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a fixed fee "$59.99 for Life" internet service with Windstream. The modem they provided to support this internet connection is now old and out of date and Windstream refuses to replace it unless I pay a modem rental fee of $10.99 per month. So my guaranteed fixed fee for life was completely bogus and they are now grossly overcharging for a modem they previously provided for free as part of their internet service. I believe they are unethically allowing their prior modems to become outdated and thereby unreliable and then forcing their customers to pay more to get the service they were originally promised for a fixed fee.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2022/01/07) */ January 7, 2022 Re: **** *** Complaint Case # XXXXXXXX Dear Mr./Ms. ******** 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 the lifetime price guarantee and being told he would have to pay a monthly modem rental fee to have his modem replaced. With respect to Windstream's response, we regret that Mr. *** was having service issues with his internet and the modem needed to be replaced. Mr. *** does subscribe to Windstream's Lifetime Price Guarantee phone and internet bundle at $54.99 before taxes and fees. The guarantee covers only the advertised price, and does not include current or future taxes, fees, or other charges. Windstream's Modem Rental Protection Program covers lifetime support of new modems provided by Windstream on or after December 1, 2014. The modem rental fee is $10.99 per month and covers repair or replacement by Windstream of damaged modems. More information regarding the Lifetime Price Guarantee and Modem Rental Protection Program can be found by going online to: www.windstream.com/about/legal/terms-and-conditions. After investigating, I contacted Mr. *** today January 7, 2022 to advise him of this information. As a courtesy for being a valued customer of over fifteen years with Windstream, I applied a modem rental fee credit of $10.99 to offset the fee so that Mr. *** will have the modem protection, but his bill will not increase. The credit does not have an expiration date and Mr. *** will begin to see the fee and credit on his February bill statement. Mr. *** has my contact information, and I will continue to assist him should he have any questions or concerns in the future. We regret any inconvenience these matters may have caused Mr. ***. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns. Sincerely, ****** ****** Kinetic by Windstream Executive Customer Relations XXX-XXX-XXXX agent ID XXXXXXXX Consumer Response /* (2000, 7, 2022/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Windstream Customer Relations reached out to me quickly after my complaint and offered a credit to offset the fee, which fully satisfied me. I appreciate their swift and accommodating approach to my original concern and I have no further concerns with Windstream business practices. In fact, they now are viewed in a very positive light.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Outside of having horrible service for years, I placed a call with them in August because a line they were supposed to bury was not buried and exposed in the driveway, causing it to split. A tech taped it before I was told by another tech that was the worst thing to do. Then they "forgot" to submit the work order to get a new line run. After I contacted them a few more times they got someone out in late October early November sometime and they showed up to "re-bury" the line. I said no you are running new line. I did NOT see any line out while they were working in my driveway. Problems continued, complaints made, half the tech go the the pole and not the house nothing fixed. I even tried publicly posting to the company and still nothing. Now at 7 pm every day we are being what we think is throttled because our speed at the same time every day goes from 100-110 to 4. It goes on between 7 and 8 usually. It seems like a punishment if you ask me. We just want what we are paying for, and we do pay, fully, every time. Also they will NOT allow me to speak to anyone higher than a CSR.

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/20) */ December 20, 2021 Better Business Bureau of Arkansas, Inc. Re: ******** ******* Complaint Case #XXXXXXXX Dear Ms. ********** 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 re occurring issues with her internet service. With respect to Windstream's response, I apologize for the re occurring service issues Ms. ******* has experienced. A technician was dispatched to Ms. *******'s home on December 14, 2021 regarding her service issues and at this time a new modem was installed on her main line. I spoke with Ms. ******* on December 20, 2021 and she confirmed that since the technician was out, she has had no additional issues with that line of service. Ms. ******* did report that she had started having issues with her second internet line, however it was working again. Windstream has mailed out an updated modem for her second line as well so she has all new equipment, which is scheduled to be delivered December 21, 2021. A credit of $82.76 has been applied to the account for the time without service. Ms. ******* has also been provided my direct contact number for any questions or concerns she may have going forward. We apologize for the inconvenience of this situation. Windstream certainly appreciates Ms. *******'s business. Please let me know if you have any additional questions or concerns. Sincerely, ******* ****** Windstream Communications Executive Customer Relations XXX-XXX-XXXX CC: ******** ******* *** Summer ****** *** *********** *** XXXXX Consumer Response /* (2000, 7, 2021/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) To begin, the day the tech came out he said he would monitor our line that evening during the time we stated the alleged "throttling" was happening. As soon as someone was watching the questionable activity stopped. I then started having other issues when my modem stopped responding to Windstream. I was sent a new modem and in the meantime ******* from the corporate office reached out. I was able to have a nice conversation and now they are aware of any issues with the local office. I did need to contact her again as the local IT department could not activate my service. ******* promptly had this fixed. I greatly appreciate them reaching out and hope going forward things can ironed between local and corporate so issues do not have to escalate to such an extreme. ******** *******

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had multiple days of inoperable phone service (to this day it still has components that are not working) as well as the poor quality of customer service provided by the Officesuite System. We tried to get Windstream to approve the waiver of fees and service months left in our contract and end the contract. We are a construction company that relies on our phone system to work every day. One day can bring us $10,000-$70,000 in new projects. We have had multiple open cases and someone "fix" the issue only to find out days later that it was inoperable once again. In the last stretch we thought business was slow. We logged out and logged back in and had 13 voicemails from clients who were very angry that we had not returned their calls. We learned that our softphones had not been working since 10/23. Not only does this hurt our business income but it also ruins the reputation that our company has worked hard to build for our own quality customer service therefore costing us even more. Now we are left with the unknown of whether our phone service is actually working or not. Based on this, I do not believe we should have to pay the remaining months of the contract. In addition to the contract being ended by Windstream, a written letter stating our credit score will not be affected will be required and our phone number that was originally ported in will need to be unlocked so that we can port it back out to our previous phone company. We are not asking for any compensation at this time or payment for our months of service to date. We simply want to end the service and not be obligated to pay the remaining months fees. Windstream has refused and have not provided the service in which they have promised. I have attached the letter with the timeline of events.

  

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/12/27) */ December 27, 2021 Better Business Bureau of Arkansas, Inc. Re: ****** ******** Complaint Case # XXXXXXXX Dear Ms. ********** 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 a phone outage. With respect to Windstream's response, we apologize that Ms. ******** experienced issues with the phone service and incurred additional costs because of this. I was unable to reach Ms. ******** via phone, but I reached her by email and she advised that the concern has been resolved. Ms. ******** had no other questions at this time. We apologize for the inconvenience of this situation. Windstream certainly appreciates Ms. ********'s business. Please let me know if you have any additional questions or concerns. Sincerely, ******* ******* Windstream Communications Executive Customer Relations XXX-XXX-XXXX CC: via email: ******@riverrockwg.com

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This has been an on-going issue for several years, last incident was reported on DEC XX XXXX and the issue is still not resolved. My bill is around $66 a month, for a landline and internet. I have to call the company every few months due to not having service, if i dont have my landline service i dont have any internet meaning i cannot call out via landline or cell phone and my alarm system will not talk to my alarm company if there is a break in, fire etc. Also i cannot make any outside calls to essential services that i may need such as 911, Fire or Police, or ambulance. I have contacted the company every time that this has been an issue and they just tell me they will put in a work order to have it repaired, magically 5-7 days later it is back up and working until the next time. I never know what the problem was or is with. My account number is with Kinetic by Windstream and is XXXXXXXXX. In the past this problem had to be reported to the FCC and the BBB in order to get repaired. I would like my services that i pay for to be restored/repaired correctly so that i am not continuously having to fight with the company about my service

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/16) */ Re: ******* ******* Complaint Case # XXXXXXXX Dear Mr./Ms. ******** 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 his phone and internet associated with telephone number XXX-XXX-XXXX being out of service since December 11, 2021 and when it would be restored. With respect to Windstream's response, we regret that Mr. ******* has been having issues with the phone and internet. After investigating, a ticket for no train was created on December 13, 2021 with the due date December 16, 2021. I received the complaint on December 14, 2021 and contacted the local area manager and field and field operations to escalate the ticket for the repeat issue. A technician dispatched on December 15, 2021 and found multiple openings on the line and made the necessary repairs and service was restored. I confirmed with Mr. ******* today December 16, 2021 that the service is working. An adjustment of $16.00 has been applied to the account for the out of service. Mr. ******* has my contact information, and I will continue work with him should he have any questions or concerns in the future. We regret any inconvenience these matters may have caused Mr. *******. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns. Sincerely, ****** ****** Kinetic by Windstream Executive Customer Relations XXX-XXX-XXXX agent ID XXXXXXXX

• Initial Complaint

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/06/2021 a storm blew a tree down on the power and phone/internet lines Windstream was contacted.... And made aware that someone her works from home and that are children also were doing online school and we needed the issue fix ASAP we were told that it would be fixed on 12/09/2021 witch was three days later so my wife missed 3 days of work putting her job at jeopardy and not getting any pay and putting my children's school at jeopardy so on 12/09/2021 the day past no call or nothing so then we reached out again to Windstream... they said someone had came out but didn't have the right equipment to fix the issue ... then was told that they would be coming back on 12/10/2021 to resolve the issue the wire is broke at the end of our road so it's not just us either ... so 12/10/2021 no call no show And still not able to work from home and still losing money because they are neglecting to hold up their end of the deal that I'm in titled to when I pay by bill every month

  

  Business response

  12/27/2021

  Business Response /* (1000, 5, 2021/12/17) */ December 17, 2021 Re: ********* ***** Complaint Case # XXXXXXXX Dear, 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 his phone and internet service associated with telephone number XXX-XXX-XXXX being out since December 6, 2021 and when it would be restored. With respect to Windstream's response, we regret the delay in getting service restored for Mr. & Mrs. *****. After investigating, a no dial tone ticket was created on December 7, 2021. A technician dispatched the same day and found a tree had fallen on the cable which caused it to detach from the pole, the technician noted he could not make the necessary repairs until the cable was reattached to the pole and the ticket was referred to our contractors to complete the repairs. On December 11, 2021 the ticket was then associated to a common cause outage affecting the area. I received the complaint on December 14, 2021 and contacted the local area manager who advised the contractors were working on the line and had the service restored. I contacted Mr. ***** to confirm however, he was not home and asked that I follow up with him in an hour so he could contact Mrs. ***** to confirm. Multiple attempts were made to reach Mr. ***** and Mrs. ***** on their contact numbers without success. I contacted Mr. ***** December 16, 2021 and he confirmed the service had been restored. An adjustment of *** was applied as a courtesy on December 9, 2021 by a previous agent. I adjusted $36.00 on December 16, 2021 for the out of service. Mr. ***** has my contact information, and I will continue to assist should he have any questions or concerns in the future. We regret any inconvenience these matters may have caused Mr. and Mrs. *****. We appreciate their business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns. Sincerely, ****** ****** Kinetic by Windstream Executive Customer Relations XXX-XXX-XXXX agent ID XXXXXXXX

• Initial Complaint

  12/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A utility pole came down on our property and the only lines left to be put back onto the pole belong to Windstream. The phone lines are hanging down to the ground which poses a safety hazard. I have made 5 attempts to contact this company to resolve this issue with no escalation.

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/14) */ December 14, 2021 Better Business Bureau of Arkansas, Inc. Re: ****** ********* Complaint Case # XXXXXXXX Dear Ms. ********** This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** *********. From the filings, we understand that ****** ********* was inquring about lines needing reattachment of Windstream lines on a pole that came down. With respect to Windstream's response, I reached out to local operations and a techinician was dispatched to Ms. Promutio's location to rehang the Windstream lines on the pole Contact was made with Ms. ********* after lines were hung. I also left a message with my direct contact number, should Ms. ********* have any further questions or concerns. We regret the inconvenience the delay may have caused Ms. ********* and appreciate her advising Windstream of the situation, Sincerely, *** ***** Windstream Communications Executive Customer Relations XXX-XXX-XXXX ext XXXXXXXX CC: ****** ********* XXXXX Forest *** ********* ** XXXXX

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In October of 2020, we moved into a new home and signed up with Kinetic Windstream as our internet service provider. Granted there were no other options with the exception of satellite, but we were sold on speeds of up to 100 Mbps. When the initial technician came out he informed us that they had only had one PIN available which would only give us speeds of 25 Mbps even thought the previous owner paid for two separate lines (two PINS) in order to effectively handle all of his devices. He then said they had a brand new piece of equipment that was yet to be activated, but once it was we would be able to get our second PIN. He also made the ridiculous claim that I didn't need to follow up with the company because he would remember what we talked about even though that never came to fruition either. Over the next year, I submitted multiple work orders for a second line. The first few times I was fed the same line about no PIN availability, however, the last few times the story changed and that technician had no clue what I was even talking about. He then lets me know that squirrels have been chewing on the lines so they will be back out to repair them. More months went by and still no update so I called yet again. Finally after a year of this bs, I'm told over the phone that the damage is not cost effective for them to repair therefore we are s**t out of luck. It takes another month or so before I receive the corresponding text as well. As a result of this mess, I have put down a deposit for Starlink because I'm so disgusted with their company. I've also found another reviewer on a different site who was fed the exact same lie as myself so it must be common for them to con people. As far as resolution goes, I don't really care how much it cost them to repair the line, I just want it done. They wasted my time for over a YEAR. We also paid for a landline previously and we have a family full of their customers also so they should make this right.

  

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/12/27) */ December 27, 2021 Better Business Bureau of Arkansas, Inc. Re: ******* ********* Complaint Case # XXXXXXXX Dear Ms. ********** This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******* ********* on behalf of ******* ********* account. From the filings, we understand that the customer is inquiring about a delay with receiving their upgraded speed. With respect to Windstream's response, we apologize that Ms. Wilkerson and Mr. ****** have experienced such difficulty with their upgrade. I was unable to reach them by phone or email but I left my direct contact information, as well as the following details. I do not show any current pending orders for a speed upgrade, but I would be happy to place a new order for the 100m speed and contact our engineering department to ensure that all the necessary equipment is in place before installation. I will complete this once I receive a response from Ms. ********* or Mr. ******* We apologize for the inconvenience of this situation. Windstream certainly appreciates Ms. ********* and Mr. ********* business. Please let me know if you have any additional questions or concerns. Sincerely, ******* ******* Windstream Communications Executive Customer Relations XXX-XXX-XXXX CC: via email: *****************@gmail.com Consumer Response /* (2000, 10, 2021/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I apologize for the delay. I responded to Ms. ******* and let her know that we would like to move forward with the order. Windstream closed the previous one after they notified us that it was not cost-efficient to repair the lines, but I am hopeful this situation will be completely resolved soon. I do appreciate the timely correspondence and your help in this matter.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False Advertising!! Started an order for internet 12mbps for $43.99/mo, first month frees from included the modem. Sales rep verified my account three times via text and asked for my SS# twice then put me on hold for over 30mins and the call mysteriously got dropped. Called back immediately and was then quoted at $60/mo the new sales rep told me he spoke with the previous rep but that promo was no longer available (within 5mins max?) Never received clarification the sales rep just laughed Clearly their playing games and unprofessional if this service records their calls they need to go back and listen. I'm beyond frustrated by the unprofessional "customer service" I received.

  

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/15) */ December 15, 2021 Better Business Bureau of Arkansas, Inc. Re: ** ***** ***** Complaint Case # XXXXXXXX Dear Ms. ********** This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ** ***** *****. From the filings, we understand that ** **** ***** was inquiring about pricing for new service and receiving conflicting information. With respect to Windstream's response, I reviewed the package options available for Ms. *****'s address and found the following: Option 1 Internet Only (no dial tone) $55 per month 12 month promo credit -$18 per month x 12 months 1st month free promo -$37 (first month billing only). 12m internet speed $0 Modem Rental $10.99 per month Modem Rental Credit - $6.99 per month (no expiration date) 1st month modem promo - $6.99 (first month billing only) MONTHLY BILLING $43.99 plus taxes and surcharges (x 12 months) FIRST MONTH BILL Taxes and surcharges only Option 2 Internet Only (no dial tone) $60 per month *includes Modem Rental *includes Total Secure Package *Internet Security Internet Security on the Go Identity Theft Protection Premium Tech Support Protection Plus (inside wiring) *Also includes surcharges MONTHLY BILLING $60 plus tax I have reviewed the interactions with the representatives Ms. ***** spoke to and addressed as necessary. I also waived the activation charge of $50 due to the misinformation provided by the representative who actually placed the order. I spoke to Ms. ***** and she confirmed she is satisfied with Option 2, since security is included. We regret the inconvenience this may have caused Ms. ***** and look forward to providing an optimal experience going forward. Sincerely, *** ***** Kinetic by Windstream Executive Customer Relations XXX-XXX-XXXX ext XXXXXXXX CC: ** ***** ***** ** ********** *** *******, ** XXXXX

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I use windstream as backup internet provider if TDS should ever go down. Last month, I called windstream to increase the bandwidth on internet I was under the impression I had for years. First of all, it is impossible to get to the internet people from the phone number listed on the bill. XXX-XXX-XXXX. Second, this kid came on the phone and said it looked like I had the service, but was not paying for it. He put me on hold for 10 minutes, then hung up. The next week, I called a representative to ask about upgrading the service. She told me that fiber was available at my address, so she was going to send a technician out which was last week. My husband took off work only to have the guy tell him that fiber was not available at my house. Just now, I called again. No one could speak english, I was transferred 3 times, then the lady told me i needed to call windstream directly. I explained I called the number directly off the windstream bill. I heard a large barking dog the entire time, and when I asked her what number I was supposed to call, she hung up on me! Do yall want additional business because it is an incredible amount of work for me to try to upgrade and spend more money with your company.

  

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/17) */ December 17, 2021 Better Business Bureau of Arkansas, Inc. Re: ***** ****** Complaint Case # XXXXXXXX Dear Ms. ********** 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 possible future upgrades. With respect to Windstream's response, I was unable to reach Mr. ******. I called twice and left a voicemail, as well as sending a text message with my direct contact information. I advised Mr. ****** in my communications that I have reached out to the broadband planning team to put together a cost estimate on bringing fiber to Mr. ******'s location. I will contact Mr. ****** when I receive a response. We apologize for the inconvenience of this situation. Windstream certainly appreciates Mr. ******'s business. Please let me know if you have any additional questions or concerns. Sincerely, ******* ******* Windstream Communications Executive Customer Relations XXX-XXX-XXXX Ext XXXXX CC: ***** ****** ** ********* Park ****** ** XXXXX Consumer Response /* (3000, 7, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The phone number and extension left by ******* ******* answers with a voicemail of ******* ********* I am not sure what number you are calling, but my number is XXX-XXX-XXXX. Not only was I inquiring about fiber, but I was told fiber was available. However, I am still trying to speak to someone to determine if I have existing service. As I said, I use it for backup and have not used it in years. I was told I no longer had service then I was told I did... I just need to speak to someone who knows what is going on. Thank you. Business Response /* (4000, 11, 2022/01/04) */ January 4, 2022 Better Business Bureau of Arkansas, Inc Re: ***** ****** Complaint Case # XXXXXXXX Dear Ms. ********** 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 possible future upgrades. I spoke with Ms. ****** on January 3, 2022 and advised that she does not currently have Windstream internet service. Ms. ****** authorized me to place an order to add internet so she can use it as a backup. The order is currently due for January 14, 2022. We apologize for the inconvenience of this situation. Windstream certainly appreciates Mr. ******'s business. Please let me know if you have any additional questions or concerns. Sincerely, ******* ******* Windstream Communications Executive Customer Relations XXX-XXX-XXXX Ext XXXXX CC: ******** ****** ** ********* Park ****** ** XXXXX Consumer Response /* (2000, 13, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the call and am waiting for a call back when then can come back to my house. She stated they could come after hours or on the weekend so we did not have to take an additional day off work.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have purchased windstream internet service for several years, as this is the only service in our area. The internet service is totally undependable. It is extremely rare for us to have service even for an entire day. We have called windstream multiple times and still haven't been able to get service. They will not even offer us a discount even at times we have not had service for up to 3 to 4 weeks at a time. They have sent service people out to check, and they say it's fine. I don't understand why we cannot get the service we are paying for. They charge us approximately $90.00 per month and we might have service 1 full week out of a month. I have even called and told them I should not have to pay for a full month, when I can't even get service, but maybe 1 week. Instead of trying to help us, they sent me a cot off notice. They to this day have never offered a discount or anything to keep us as a happy customer. They just keep taking our money every month, knowing we don't have another option for internet service and never provide us with service we pay for. This really seems criminal because they are stealing our money. I dont understand why they will not help us, but just take advantage of us. Windstream should be totally ASHAMED for treating their customers like this!!! They constantly offer deals to sign up with them, however, they have never offered us any type of discount for the poor service they offer! This has been going on for almost 15 years now! The amount of money they have stolen from us is downright SHAMEFUL!!

  

  Business response

  12/14/2021

  Business Response /* (900, 5, 2021/12/08) */ We are unable to find an account with the information provided. Please provide the Windstream telephone or account number. Thank you.

*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. ↩