Complaint Rating:

This letter is in regard to the subpar service that we are receiving from Windstream for internet service. I pay for the top-of-the-line service, which is 3.0. However, I have not been receiving what I’m paying for for nearly a month, now. Online broadband tests often show me at half the speed I am supposed to be getting (or slightly more or less), or the DSL connection is dropped completely. I have called to complain to Windstream numerous times, and it seems that they are incapable of fixing the problem. To start with, their phone techs tend to try to blame the problem on something we’ve added to the computer, like a router or anti-viral software, instead of seeing if it’s something on their end. We’ve had two techs come out to our home, and they do system checks and various tests that they repeat over and over, and can’t seem to find a problem, other than the sometimes mentioned “packet loss”. This packet loss would be an issue on their end, which one tech has admitted to us. However, they don’t seem to be able to fix the issue of this packet loss. My wife has recently started working from home, and is highly dependent on Windstream to provide the high speed internet service that they claim to have. She must have consistent internet service, including the speed that they claim to offer (and that we are paying for). Ironically, the third time a tech came out (Friday, Jan. 26—the day after we complained again), the internet was working as it should with no problems. This is one day out of three weeks, mind you. He said that no one had done anything differently to it. Not very reassuring, since we had just complained again the night before about this, and to find out that they didn’t make an effort to address the problem, and didn’t even send him out until later in the afternoon, given our stream of complaints for a week. Since on this particular day the tech found no problems, he told us just to monitor it for a few days and let them know if we have more problems. The very next day, our DSL was running the same subpar speed, sometimes less than half of what we are paying for. This makes me suspicious that perhaps they tweaked the system since they knew that a tech was coming out again. However, as we figured, we continue to have inadequate DSL service. Apparently, if they can have the DSL running as it should one day, they should be able to do so on a consistent basis. There are no other options for internet DSL service in our particular area. Windstream needs to provide us with the service they claim to have, or they need to step aside and let companies who can provide consistent, reliable internet service come into the area. As a matter-of-fact, I would like to find out if this is possible. Perhaps if Windstream had competition, they would be more inclined to ensure that their customers are getting the service they are paying for. Regardless, it is now that my wife needs reliable internet service, and whether this was personal or business, they need to provide what they advertise. We have neighbors that are also disgusted with the lack of service Windstream is providing. They are extremely upset about this, as well, as they have a home business that also relies on internet access. As it stands, Windstream’s service is unacceptable, and cannot continue in this manner. I don’t see how legally they can get away with charging customers top dollar for service, and then not fixing problems that are brought to their attention. Either they are incapable of fixing the problem, or they don’t really care. My wife must have consistent, fast DSL service in order to do her job. And if Windstream cannot-- or will not-- provide this service and do everything they can to ensure that we are getting it, then we will do what we have to in order to ensure that they do. This is my wife’s career that Windstream is affecting, and we will pursue this relentlessly, until they provide the type of service they are supposed to. Any assistance that you would give us in this matter would be greatly appreciated.

I thank you for taking the time to read my letter.

Sincerely,
Thomas E. Fontaine