ComplaintsforKinetic

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Windstream WiFi left me without service 75-90% of the time. I went back to Spectrum and disconnected my router by windstream. I attempted to disconnect by phone several times and no one would disconnect my service. I returned the router to the Kinetic office on Richmond Rd in Lexington weeks ago and have the receipt and photo of me returning it. They still would not disconnect. I received a Kinetic bill two days ago. I tried unsuccessfully to disconnect by phone again today. This company is a jokes and I owe no monies to this Mickey Mouse company. I want a disconnect statement retroactive to my initial date of disconnection.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/10) */ December 10, 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 delay in getting service disconnected. With respect to Windstream's response, we apologize that Ms. ****** experienced such delays. The account was notated that the call was dropped while placing the disconnect order and the agent was unable to finish. I placed a new order to disconnect the service on December 13, 2021. I applied an adjustment of -$34.99 to cover the remaining balance and advised Ms. ****** that she should receive a bill with a -$0.00 balance for her records. 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: *******@aol.com Consumer Response /* (2000, 7, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The call to have my service disconnected was not dropped. I was put on hold and they never came back to finish the call. The last call came while I was driving and the woman was kind enough to tell me she'd send an email with the information for disconnect. Thank you for making this happen.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been fighting with Windstream since I first signed up in March. Just recently, on Monday, November 22, 2021, my internet went out at approximately 4:00 pm. I called and they hung up on me. I called back and they told me that there was a technician scheduled to come on the 23rd. Windstream called me telling me they couldn't fulfill the ticket that day but for sure on the 24th. On the 24th, I received a notification that the technician would be coming between 12-2. Once 2:30 came I checked the status because they hadn't shown up. Now the time moved to X:XX-X:XX then it moved again from X:XX-X:XX then again to 6:30 and one last time to 7:30. No one ever showed up that day to fix the internet. I called windstream back and they said the technician fell behind on his work and won't be able to come until next Monday which is today, Monday November 29, 2021 and they still haven't shown up. It has been a week that I've been without internet and I keep getting the run around with this company. If I don't get my internet fixed soon I will loose my job. Please help me!!!

  

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/12/02) */ December 2, 2021 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 Ms. ******** was inquiring about her internet associated with telephone number XXX-XXX-XXXX being out of service since November 22, 2021 and when it would be repaired. With respect to Windstream's response, we regret that Ms. ******** has been having service issue with her internet. After investigating, Ms. ******** contacted Windstream on November 22, 2021 to report her internet was not working. A technician was dispatched on November 24, 2021 however, due to previous trouble tickets taking longer to resolve he was not able to start Ms. ******** ticket that day and had to reschedule it to Monday November 29, 2021. The technician noted that there was an opening on the line cable and made the necessary repairs and service was restored. I received Ms. ******** complaint today December 2, 2021 and contacted her as I show the internet showed in service for over 48 hours. Ms. ******** advised that the technician was out on Monday and restored service, but because she had to go a week without service, she will be disconnecting and going to Viasat. I apologized and asked if there was anything, I may do to make this right and keep her with us and she advised no. I advised Ms. ******** when she is ready to close the account, she can contact me directly, and I will place the disconnection. I adjusted $20.00 for the week without service. Ms. ******** has my contact information should she have any questions or concerns in the future. We regret any inconvenience these matters may have caused Ms. ********. We appreciated her 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 Consumer Response /* (2000, 7, 2021/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****** was a great help. Unfortunately the customer service I have received from Windstream as a whole has been unacceptable and I have made arrangements with another provider. I will contact ****** when I am able to disconnect. I greatly thank everyone who was involved in resolving this matter. Thank you, and happy holidays.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My internet has been out since September 2021. I have been told technician after technician would be here and no one has ever shown up. I am paying for a service I am not receiving.

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/08) */ December 8, 2021 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 Ms. **** is inquiring about her internet being out of service since September and when it will be restored. With respect to Windstream's response, we regret that Ms. ****'s internet is currently out of service. After receiving the complaint on November 30, 2021, I contacted the local area manager and field operations to determine what was causing the outage and when we hoped to have it resolved. The local area manager advised that there is frequency interference and stray voltage from the local power company's lines that are impeding Ms. ****'s and almost every customer in this area. The local area manager currently is working with KY Power to come to a resolution, but there is not an estimated repair date yet. An adjustment has been applied to Ms. ****'s account in the amount of $268.73. This covers October 4, through December 3, 2021 billing period and additional adjustments will be made once the issue has been resolved. I have made several attempts to reach Ms. **** on the contact number provided without success, a text notification with my contact information along with an e-mail was sent to her but have not received any response as of today December 8, 2021. Should Ms. **** have any additional questions or concerns she may contact me at X-XXX-XXX-XXXX. I will continue to work with Ms. **** and provide updates as more information becomes available. We regret any inconvenience these matters may have caused Ms. ****. We appreciate her 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

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am going to report this company to the Better Business Bureau as you have failed to uphold your services to my area. I am under 100Mbps and am working from home. I recently asked for an increase up to 500mbps but was told no because the engineers failed to install properly the first time the right type of unit. Due to this, it has allowed for dropped calls to my business and is hurting the credibility of my profession as a licensed broker. I will continue to pursue justice as you have completely monopolized my area as being the only internet provider that services my area. Now inconveniencing myself and my family to consider moving after being a loyal customer of yours and this home for 7 straight years.

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/12/10) */ December 10, 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 slow speeds due to improperly installed equipment. With respect to Windstream's response, we apologize that Mr. **** experienced delays with receiving his speed upgrade. I spoke with Mr. **** on December 10, 2021 and confirmed that the upgrade has since been completed and everything is working properly. I provided my direct contact information for further inquiries. 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: via email: *********@gmail.com Consumer Response /* (2000, 7, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can confirm that Ms. ******* did reach out to me. I did let her know that they did correct my unit and it is now upgraded as it should so I do accept their response as they have done right and corrected the error that was causing my issues. It is unfortunate that I had to go this extent to get it, but I definitely appreciate the coordination and effort they put in to make it right.

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