Wind Stream

It was prompt, professional, and quick. They did not need a whole lot of time and I am happy with what they have done. They were thorough as well.

unknown

Their internet speed is great. I've got the high speed. I've dealt with their customer service and it was an 'A' because they've gotten better.

Over the past 5 years, I have called them every other month or so about a mistake in my bill. They have always taken off the extraneous charge. This year, we have had more serious problems with their service. 1/24/11: When I called about a billing mistake, the CSR suggested changing the plan to get higher speed (3 Mbps instead of 1.5), claiming that it would only cost $5 per month more. She said that the price was guaranteed "for life", and that they would send the necessary new modem at no charge. Hearing static on the phone line, she also put in a ticket for repair. 2/2/11: Since we had not yet received the new modem, I called and was told that they forgot to send it. It would go out overnight and I should get it in 2 days. 2/4/11: Received the new modem. However the speed was not 3 Mbps. Called and was told that there was a "latency outage". They will call when that's fixed. 2/7/11 Still slow. I called CS about the speed, and the fact that the new modem was affecting the searches on my browser, and not working with my router. I spend 1.5 hours on the phone with a first tier CSR who did not even know how to use her browser (I had to instruct her), and a second tier technician who was condescending and not very knowledgeable (she blamed the operating system for the problems). She said that she would send a different modem and would call me back on 2/9 to help me install it. They were also supposed to send a return label for for the old modem. Fifteen minutes after hanging up, I received an automated phone call telling me that the trouble ticket was closed. 2/8/11 Received a call that the outage was restored. Received the second new modem. Used the old modem since this new one doesn't work with the router either. Speed seems okay. Note: From 1/24/11 to 2/8/11 I was paying for a higher speed that I never received. 2/9/11 No call, no return label. When I received my next bill, it was for about $300 instead of about $70. 2/23/11 I called and spoke with another CSR, who said that the first salesperson did not have the authority to send me the new modem (which I was not using) for free. He took off the charges, and after a long conversation with his supervisor, told me that my bill should be about $70 from now on. 3/20/11 After receiving another bill with extraneous charges, I called and told them that I was going to find another service provider. I was sent to the "Loyalty Department", where the CSR gave me direct extension, and told me that I was going to be very happy with the outcome of the call. She went over all the charges, and tried to get me to change my service to bring down the price, which I refused to do. Finally, I ended up with a faster speed (6 Mbps) at about $55 per month. I agreed to stay at the price and level of service. She also put in a call to fix static on the line. A few days later, a technician came to our house to fix the static. He changed the DSL configuration and did solve that problem. He also worked for several hours to get our router to work with the new modem. He gave us his card and said that we could call his cell phone directly if we had any problems. He also made some unwelcome political comments. 4/22/11 Day long outage of DSL service. 4/27/11 The next bill included some new mysterious charges. I called the Loyalty CSR again, who said that I would now be charged more for extended local service (not the deal she described to me the month before). For the first month of 6 Mbps service, the average (also median and mode) speed was about 3 Mbps. The speed was over 4 Mbps about half a dozen times. Since May 1 there were three outages that lasted at least a day, the last two during this past week (June 2011). The average speeds have stayed low (around 4 Mbps). I am actively seeking a new broadband provider, since Windstream does not deliver what they promise, and their customer service and technical support are inconsistent, unprofessional and often don't know what they're talking about. The three recent outages were the last straw.

I signed up for it and was supposed to receive a $50 coupon, and the equipment was supposed to be $50. The equipment ended up coming to $150, and when I called and complained, they took $100 off but then said they were not going to provide the coupon. I complained again and they resolved the situation. They had lied to me in the past as well, and I cancelled at that time. Their service seemed to be the least expensive, but the actual monthly charges are higher than I anticipated. Their internet service is okay though, and I will continue to use them for now.

There is nothing remarkable about them. I have not had any problems with my service.

Not good at all. At one time Windstream (formerly Alltel) provided me 3 telephone land-lines and DSL service. However, the substandard customer service forced me to change to cable internet. Despite the national customer service personnel stating that "exceptional customer service is their goal" the local service never lived up to the promise. It seemed as though the left hand did not know what the right hand was doing. National customer service group would promise service appointment times, assignment of specific telephone numbers, would take down preferred contact numbers, but the local service group would NEVER honor the promises made and NEVER called the contact number I provided. Final straw - DSL went down and I was promised a service call by 5pm the next day. I called the national number the day service was to be provided to ensure that the "by 5pm" service call would be honored - it was not with no call from the local service group - 3 days later the repair crew showed up.