Windstream Customer Service

The power to my garage has been out for over a month because of Windstreams mistake. They cut a line they shouldn't have because they didn't label it the time before, and we can't get them to come out and fix it.

Got new service from Windstream and tried for a week to set up the account online to pay. Made more than 10 calls and on hold for 30 min or more. My name was mispelled on the paperwork and finally got someone on the phone. Person changed my name and said I could not set up the account. I could still set up account. I got person who disconnected, I then got female who was baffled and also could not help. I figured out on my own that the password criteria is wrong which is online and to follow it would not allow me set up the account. I set the account on my own after all these problems by simply using something simple as a password and NOT FOLLOWING their guide lines. This service is awful and the reason I left the other company. People working from home with dogs barking and kids yelling in the background as well as disconnections. This companies customer service sucks!

I've had windstream for years. Wifi is constantly turning on and off. When calling and making an appointment, no one ever comes and when calling to confront them about no one coming, I'm told someone was and I wasn't home and a note was left; I always am home the entire day for an appointment and no note has ever been left. My wifi this time has been out for weeks and not a single tech has came to an appointment. I've been told I cancelled appointments (when I haven't), I've cancelled service (when I haven't), and that I never even requested an appointment. I keep a record of who I talk to and when, so when I provide that information I'm told those people don't work there or there's no record of a call. I'm not sure if their customer service workers are lying about their names, deleting information, or reporting anything at all. It doesn't help that most of the people I speak with cannot understand English. TERRIBLE service and customer service.

We have had windstream for a few years. The Service sucks. One month I was without internet for 3 weeks out of the month. They cancel appointments but if you cancel you get charged $50. There is a box fan and an awning on the end of our road keeping the power going. It's ridiculous.

Constantly being hung up on

I want my yard fixed where the cable was ran. If I don't get service to fix this service I will take further action

I am startng class action lawsuit in Kentucky

I wanted to go on my iPad to watch some C-Span & they require I use my cable co to sign in so they're all listed. Atlantic Broadband used to be near the top of the list but of course Windstream would be near the bottom. After paging thru hundreds of cable companies, there's no Windstream listed there at the end of the list AT ALL! Why is that? Atlantic cable was always listed before until the name changed. Just great to have been on the top of the list then falling to the bottom but how about not on the list at all. It's not too smart to change your name & why would you?

Windstream is the bottom of the barrel worst company. I have ever dealt with especially for any sort of customer service period. I have come to expect more out of a three-year-old's limited stand on the side of the road. Then I have from windstream. Doing anything to assist a customer.

My 29+ year account stands for NOTHING. I pay ~$125/month for modem connectivity shut off several times a day. I've called for several months speaking to people who have little understanding of the english language and absolutely no comprehension of any technical terms. They leave me no recourse other than cut them off. Imagine that, I pay a communication company who avoids communication other than payment.These companies don't believe the contract is for SERVICE.

I have wasted 4 hours of my time today and not any closer than having email. If I could change I would. I have had this email for 20 plus years. Maybe you all should have thought this email password change thing over again. If you are thinking of going to this company, think twice

Windstream needs to move support back to USA locations. I spent over an hour talking (including being on hold) with a support agent who could barely understand and speak English! This would have been a 5 minute call if they could understand and speak English very well!!!

I had Windstream for a couple years and had problem after problem with the service. Whan another company came to the area I moved to them. I cancelled service on April 19, 2023. I was then charged for a full months service on May 10, 2023. When I called in I was told that I didn't cancel until May 10. When I proved that was a lie, I was then told it was my fault for not cancelling service on the service date. It took me 3.5 hours on the phone and multiple calls to finally get them to admit that they messed up. I now have to wait a week to get a refund of money that never should have been stolen from me. This company is not trustworthy and the customer service is terrible.

I've had Windstream for approximately 11 years and it's been 11 years of ineptitude, broken promises and outright lies. From having my phone number changed (which was a requested change) without telling me when they were going to change it, to having my phone shut off and then they denied shutting it off, to 10 years of being told that "next year" I would get high-speed internet in my development only to find out that even with a proposed new build out using Federal grant monies they're not going to run their fiber 100 yards up to my development. This week I waited all day long for a technician that was promised to respond to my home to install a new modem to upgrade me from a whopping 20 MB to a possible 35 to 70 MB (50) and no one ever showed. When I called customer service they had no record of anyone coming out and they tried to tell me that my current modem should work and that I was already getting the 50 mb. Running a speed check shows that I'm barely getting 20 mb. When I called my local customer service I was advised that after the appointment was made, after I received an email confirmation giving me a date and approximate time that the representative would show up, "someone on the back end canceled that appointment" and as usual no one notified me, not on either one of our two cell phones or my home phone, not via text, not via email and not via Facebook Messenger even. Now I'm being told that there's something wrong with my modem and someone will have to come out so now tomorrow I have to take another complete day out of my life and wait for someone that probably won't show up again. This is the worst customer service I have ever received from any public company in 50 years of dealing with companies like this.

I had internet service installed and in about 2 weeks no internet. I called for repair and waited 45 minutes to actually talk to someone and their response was they would come and check it out in 3 weeks. So I have had internet for 2 weeks it stop working and will be repaired maybe in 3 weeks. Wow not good

Have been an unhappy customer of Windstream for more than a decade due to there being no other option in my community. Bill has more than doubled since I began doing business with them. They tell me on my bill that they are going to increase my internet speed FOR FREE! And then a month or two later my bill goes up. Started at $45 and my last bill was more than $93 for internet and local phone service that I don't use but they told me it was required for internet service. This on top of the service itself being hit or miss. Lose signal multiple times a day, which stops anything I might be doing whether it's work, bills, shopping or entertainment. Incredibly frustrating!
After paying my huge new bill, I called customer service and was told that I did not have to have local phone service to have internet (but I've been paying for it for more than a decade.) I was also told that if I signed up for autopay, I would receive a $10 monthly credit on my bill. She also told me that she was giving me a "customer service credit" for another $10 off my bill for a year because I wasn't eligible for the government subsidized credit for low income. So, by removing phone service and with the two credits, my bill should have decreased substantially but, I just learned that next month's bill is exactly the same as last month except they will be taking it directly from my bank account because of the autopay. When I called to find out why nothing had changed, the first three reps I spoke with hung up on me. The fourth one said that the order had been placed but was on "hold" so she "released it" (supposedly) but said it would not go into effect until the following month's bill. If that doesn't happen, I am going to file a complaint with the FCC. I'm also going to contact my state public services commissioner, who happens to be a good friend of my father's. I also plan to complain to my local county commissioner about the fact that Windstream has a monopoly in our community and try to convince them to incentivize other broadband companies to provide service for us. I don't know if any of this will do any good but, I plan to drive them all crazy if they don't do something. Hope everyone out there will do the same. I can't afford to hire an attorney or I would. If you have the means, please start a class action suit against this horrible company. I'm sure there would be a large number of people who would sign on. WINDSTREAM SUCKS!!!!!

I called in on March 13th 2023 due to an increase in my bill. The rep that I spoke with enticed me to switch to fiber because it is supposedly better and cheaper. In order to do so I had to agree to a 24 month contract. I agreed because it cut my bill from $141 to $55 per month. I received my first bill today and it is $95.28. After over an hour on the phone the rep told me that the $95.28 is my new bill total and that the $55.28 was incorrect and there is nothing they or I can do about this. I am stuck in the contract, abiding by the terms and conditions however they do not have to honor their portion of the contract. After asking to be transferred to a manager or supervisor several times I was finally transferred but after waiting on hold for an additional 40 minutes the call was disconnected. After calling again a rep told me that I will receive a $40 discount until the fiber is installed in July, at this point my bill will decrease to $55.28. Now she has corrected herself and I am again being charged the $95.28. SO, the terms of the contract that I agreed to are false. FALSE! They lied to me to get me into another 24 month contract. Now no-one will assist me. Pretty much everyone keeps telling me 'Oh well, sorry. There is nothing we can do for you at this point. You are responsible for paying an amount that you never agreed to and the contract will remain binding on your end regardless if we uphold our portion of said contract.'

Absolute embarrassment for a company. After trying to charge me for the same modem three times when I didn't even need a new one and it was accidentally left at my house by a technician, they cut my internet service off due to non-payment. I called twice to tell them I had an unwanted modem left unintentionally by the technician, asked for a return label and returned the equipment I shouldn't have had in the first place. After all of that, they still were charging me for the modem. This internet service has been nothing but trouble and it is the worst customer service I have ever had to deal with.

Inappropriate sexual harassment from technician

Had secluded a move and then canceled the move to another date. Windstream cut the phone off and has not been able to turn it back on. I have two elderly people in the home that require constant contact for medical care. Customer service keeps giving me the run around.

I called on 01/09/2023 because internet was not working. The person I talked to assured me someone was coming out on 01/11/2023 from 1 - 3 p.m. After this I receive a text message on my phone that they were coming today at 1 - 3. I cancelled this ticket because I cannot take off work today like I explained to the technician yesterday. I am calling again to get another ticket for 01/11/2023 and explain again that I need to have an AFTERNOON TIME because I will not be home before 12:00 noon. He tells me, what the first technician should have done, etc. and that I should not have cancelled my first ticket, etc., etc. He hardly listens to me and is rude. So he gives me the new ticket number and then tells me they are coming between 8:00 a.m. - 5:00 p.m. I am OUTRAGED! I want to be home when they show up, because its most likely the modem like the FIRST technician said. I have endured lousy internet for the last 2 years as have others that live in my area! I am so DONE! I will after many many years finally leave WINDSTREAM. They have lousy service and lousy customer service.

Windstream Kenetic
By far the worst telephone service and customer service EVER!!! Everything it's rains the phone lines are out!!
This is in Kaw City, Oklahoma!!

Windstream are a bunch of crooks. I pay the same my parents do with another provider and have no problems when I come to visit my parents I might as well be trying to get service in the 1800s. They do not communicate and do nothing to fix the problems.

Horrible company spent 4 weeks waiting for an appointment to have internet installed at new house. People never show up/never call and then decided for themselves to push the appointment back another 2 weeks without any consultation from me. Horrible company, I'd rather just stick with my expensive mobile hotspot than give this company even one penny.

Windstream is a horrible wifi company they constantly have problems with service some days we can barely stream a movie and they keep telling us they can't offer us any better service or plan than we already have when my neighbors across the street can get a way better plan they are rude and some of the technicians are just flat out stupid and have no clue what they are doing

I don't know who will see this or benefit from it, but the best customer service representative of any company I've ever dealt with visited our home today. Keaton fixed the failing landline, completed the job and left, then came back shortly after, saying he was getting a poor performance reading from my wifi and wanted to check that also. I had never even asked for help with that, he took it upon himself to diagnose and fix that also! Keaton was very courteous, respectful, and knowledgeable. What an asset to the Windstream company. Thank you!

This is to rate my experience with customer service at the Espanola office, Leanne has always given excellent service, pleasant person with awesome people skills. She is an definite asset the Windstream. Thank you for the tremendous service from her.

The Lion is roaring.I had a problem with their equipment failure {primary coil failure in the 120 V A.C to 12V D.C.} power cord. The customer service folks worked with me on the problem although they had no idea what I was getting at....They sent a tech. out and the problem was resolved in about 10 minutes.
So all in all I will continue to deal with them. The customer service folks are doing the best they can, but the upper management needs to listen what us customers have to say....

When a Lion roars that sound can be heard for many miles. The Windstream folks are going to know where I'm comming from. On Friday June 26 2015, I ran into a problem with Windstream because of a minor failure of a piece of their equipment {Modem Power Cord failure in the transformers primary coil}...Transformer power supply to the modem broke down. I called C.S. @ Windstream and told them what had happened things went from bad to B.S. I was informened they would replace the modem for an additional $6.99 per month. But I will give them credit after a little fussing, and getting up the food chain as far as a customer can get they sent a tech. and fixed the problem. Only took him about 10 minutes. So all in all in my opinion is stand your ground but give them a chance to get it right....The Lion has roared.

service was great. linda had positive attitude and made sure my concerns were fulfilled...love the customer service

I was having trouble with my internet connection and have a netgear router. They were of NO HELP! :( I couldn't understand what they were saying. I called Windstream and spoke to a very determined and rockstar customer service rep. I think her name was Monica. THANK YOU!!!!! for helping me get reconnected. Awesome customer service!

ONLY POSITIVE SINCE ISSUE WAS RESOLVED--Recently posted a negative feedback comment about a billing/pricing issue we'd been misquoted on and then were being charged $20-$30 more per month than agreed upon. After multiple calls and emails the issue has been resolved.

I will say the process has not been easy, and I will say this shouldn't have happened in the first place--but after management saw our documentation of conversations we'd had with Windstream where we'd been misquoted on pricing, they did correct the issue.

Not sure if it was out of realizing they'd made an error or to get us off their back since I was emailing them every other day.

Not satisfied with how Windstream keeps conversation records. Recorded phone conversations are only held for a month (and we'd been told a month into it to wait until next month to have the issue resolved if it reoccurred) and online chat conversations aren't even kept. Thankfully I had kept those online conversations.

Just watch your back on what you are quoted and what they will charge you. Understand what they quote you does not include surcharges and taxes (which is like an extra $20 a month), but this does not cover charging an extra $20 per month on things outside of taxes and surcharges. Just be careful!!!

I would like to thank three people who assisted in my quest to attain Internet service in a timely manner. I spoke with eight CSRs, but the following exemplified extraordinary customer service to correct the issues:

--Denisha (Ft Lauderdale, FL) - very patient, kind, helpful, and followed through.
--Felicia (Ft. Lauderdale, FL) Escalated ticket order so that I would receive service promptly.
--Larry (Sugar Land, TX) He went above and beyond call of duty to retrieve the ticket and came out the next day.

I would appreciate it if HR could inform these three individuals about how grateful I am for their perseverance in resolving the problem in a timely manner.

Thank you,
B. Lee

Call in for repair, the auto system prompt you to leave a contact ph no. after leaving your contact phone number the auto system don't knowiedge your call for service.

The technician from Louisiana that helped me for quite a while over the phone was very polite & tried his best to help me. He would not give up until he resolved my problem! Thanks very much!

Just spoke with a customer service rep and a technician at Windstream. I have been shopping for another provider because of the slow speeds. After being brought to tears trying to understand the accents of Time Warner customer service I can only say thanks Windstream for providing customer service reps in this country and without heavy accents and condescending attitudes when I ask a question. I am 65 years old and may not be savvy to all the latest and greatest but I deserve the respect that I find at Windstream.

If this is the only company that provides you will internet in your area make sure you sign up for rapid repair. If you run into difficulty call the support center. Let them know you have rapid repaid - and to send someone asap. The technicians that come to your home are very knowledgeable, courteous and appreciate you as a customer.

The people at the Call Centers should just not be allowed near a phone! IE: They tried to tell me I had 3 - yes three - defective computers for none of the 5 people I talked to could get the sagemcomm 1704 up and running. Wyatt come out to the house (we usually see him every 6 months for either phone or internet) and he was done in under 15 minutes. He then proceeded to 'teach' us how to properly set up the modem/router.

Wyatt, you are the best and you deserve a raise buddy!

M & M

We had to get a new computer and when we installed the new computer we were unable to get into our email account. I tried various things and finally gave up and decided to call for help. Usually that means hours waiting and listening to elevator music until someone answers and usually isn't very friendly. To my surprise and appreciation, I had Debra pick up my call and within 10 minutes, I had my email up and running and was very pleased with the customer service I received. Debra's employee number is N9933520. I will never hesitate to call for help to Windstream from now on. Thanks again, Debra, for outstanding customer service!!!!!

Zip 74014, Internet slow. We have 12 mbit service and it's running between .21 and 3mbit. Often the upload speed is faster than down. Each time I have called tech support (866-445-0978) I get right through.

They said last week that they were replacing some hardware. Now it's slower. Speed tests bounce back and forth quickly - very strange (never seen that). Today (9/27) they say there is some congestion and that they are trying to "divide the customers up." I imagine this means they are doing some load balancing.

They said, when it's back to normal, to call 800-347-1991 and ask for billing credit for the length of the outage (14 days so far).

I just can't say enough regarding Casey Jackson's personality and style in solving my Email problem. His low key and professional approach to the problem helped me understand that he had things in control. After I explained what the issue was with my Email, he took control of the situation and discovered what was causing access to my Email to crash Mozilla and Explorer. This is the second time I needed to call Windstream Customer Service and each time I have been given excellent advise from wonderful agents.

Sincerely,
Joe Seremak

I am so glad the CSR Nicholas Ballard was able to patiently resolve a 3-day issue that had put me into a maze and leaving me beeing bounced around from CS to Billing to Repair. He also suggested a product to consider. He made my Monday 04/16/2012 my day. Thanks Nicholas.

I've used Windstream since they took over from NuVox who took over from NewSouth.

I have a hard time understanding why there are so many negative comments and experiences with them. Maybe it's areas other than mine (SE). I've never met an inept technician, a discourteous rep or encountered any significant delays.

If you don't like their service see how well you like your local cable company or (puke) AT&T.

John GCRD

Okay, phone out yet again. This is really getting old. I live in an area where cell phone service is non-existent so we rely on our phones in cases of emergencies, but that doesn't seem to phase Windstream one bit. They know there is no cell service in our area, yet they don't worry about fixing the phones in a timely manner.

Then they keep saying we're going to get an update on our internet service, but that hasn't happened either. At least when the phone goes out we could use skype or another VOIP to call for help if my husband has another stroke. Constant dropped signals and days without internet, as well.

Sad, sad situation. And the saddest part about it all is there is no other cable service we can go with since we are out in the woods.

10-22-11 I received a new wireless router today. I had a problem in getting online. I called tech support and talked to Norman employee 3N9935230. He was very helpful. He was patient and very knowledgable. He had me online in a short time. He also went out of his way to help me increase my speed from .5 to 1.5. This will be very helpful when I use my webcam to see my new grandchild.

I just wanted Norman's supervisor to know what a good employee he is.

Thanks,
Wayne Estell

I had occassion to be helped with a modem installation, under date of 8/23/11, by your tech advisors Prince (in S.Fla) & Debbie (in Oregon). Both were very professional, patient & reassuring with this 74 year old computor illiterate individual. The problem I had was resolved & the entire procedure was a pleasure with the utmost courtesy extended. Kudos to those two.

While I was away on vacation, I tried a hook up for wifi in Virginia which did not work. It cost me $6.00 for two days which I never got to use.

However, when I got home my computer was over- taken with SpeedStream, I could not have access to my computer, etc.

I called Windstream Technical Support and a fellow by the name of Steven corrected the problem.

I want everyone at Windstream to know what a gem he is. I am 74 years old and he walked me through to correct this problem. My name is Dorothy and I am sure Steven will remember me. I would like him to know how much I appreciate his help. He is a fine gentleman. Thanks, Dorothy Fox

This new email service is a joke. Guess it was managements way of trying to get extra revenue by incorporating it in their homepage so your exposed to the ads.

I can't log on most of the time, system is unavailable and when you do get into the new email page, the email titles do not even fit the screen. I would think it would have been throughly tested before being released.

I see its so bad that a video was even made about how you "easily" can log on in the future. Simply terrible and frustrating. Management should be ashamed for releasing something with so many bugs. Whose responsible for this mess? At least put out a statement acknowledging your working on it...what a joke!

I don't like the new log in for the webmail I can't use my short cut with out going to the home page.and I don't like the home page to much going on and can't open most of the things on the page.make it simple.

I just had a Windstream repairman here to fix my phone/internet problem. I must say he was kind a patient throughout repair. Answered all my questions.
Very respectful. His name is Eugene, don't have a last name. This repair was done out of Ephrata, PA on 7/27/11. Give this man an A+ for service.
Thanks for responding quickly for us. We're back in business.
R. Brugger

3.0 Is the fastest download speed that windstream offers in my area. It takes forever for anything to load. It's frustrating that I pay for Netflix but the feed is so bad due to windstreams terrible speed. I will be the first in line to get a new service provider when it comes available. I hope that COX COMMUNICATIONS will eventually service my area. I had them when I lived in Norman,OK. I was extremely pleased with them.

I used to work for the call center for windstream. I can assure you that we do our very best to solve every problem. Sometimes we can fix the problem and sometimes we can't.

donlamb, if you load windstream.net and click on the email link in the upper right hand corner, it will take you to the old version of windstream webmail. Take that url (it's rather long) and create a shortcut for it. That way you don't have to wait for the windstream homepage to load graphics.

LYOUNG_123: Did you ever call broadband support and ask what speed you're actually provisioned for? In many areas, 1.5mbps and 3mbps are the same price. (Btw, I think you got your download/upload results backwards in your post). As for the dropping connection, there are many causes of intermittent connection issues--lines not being filtered/filters needing replacement is the biggest one. A technician should be dispatched ONLY after completing ALL preliminary inside troubleshooting steps, not just because you want one sent to your home. Once a tech is dispatched, they check the line to the nid (network interface device), aka the box on the side of your house. If margins are good to the nid, then it's usually an inside problem that requires work to be done, i.e., rewiring jack(s), addressing line static, etc.

Sandra Jones "Joneys": Ethernet has pretty much become an industry standard at this point in time. If your computer does not have an ethernet port, it must be very, very, old. You can purchase a nic (network interface card) for probably around ten bucks, but you would need to know how to install it which most people don't. You'd be better off just purchasing a new computer. Also, if you have been completely out of service and it IS DOCUMENTED in the account notes, you can call the business office to get a credit adjustment.

rabbitman: Do you or someone you know have a cell phone? Sounds like the automated message you are receiving is pretty self-explanatory, but I would contact phone repair to get service status updates and more information on why the service in your area is down, when it will be restored, etc.

Bonnie and June N., unfortunately misogyny still exists, but the last place I'd expect to encounter it is from women themselves. I am a female broadband support tech and believe me, I know as much, if not more than many of my male counterparts. I find your comments insulting.

--AC

I am a tier 1 tech who works for Windstream. I will say that as a growing company, we are working to expand our network and provide the best DSL service in a competitive environment. We understand there have been some recent issues with the Windstream service (such as overutilization on certain DSLAMs for 12mbps customers), but our different departments are working to upgrade the system and make Windstream DSL internet more reliable and widely available. As a technician here at the office, I can say firsthand that many of us have background experience with computers, internet, and other technical areas in general. We do our best to combine superb technical help with excellent customer service.