E have had trouble of one sort or another for four years. I must first say that the technicians in the field and on the phone are wonderful. These guys are kind, patient, polite, honest and thorough. They have been the ONLY Windstream employees that have demonstrated any level of care and concern and the only ones to be honest with me. We noticed increasingly problematic internet signal as far back as December. This was after paying a premium for increased speed that we never received. At one point I spent two days making phone calls, talking to seven different people that gave me three different answers and each of them were curt, not knowledgeable in their role, and I received NO help or answer, or refund. We finally learned (via a local tech) that Windstream had an equipment failure back in December and they did not know when the equipment would arrive, when it would be installed or when it would be operational. Thousands of customers are effected. No notification has been made to those customers. No plans are in place to credit customers for lack of service. The only way to receive any credit is to go to the local office in Lexington and make a complaint. They are offering only $15 off of the January and February bills and that was only after I made a display in the office after much eye-rolling on the part of the "customer service" rep who finally gave up and went and got the manager. He was indifferent to me. Gave me the $30 credit and told me that it would be several more weeks before the equipment would be activated. We were paying for 12Mbs service and receiving. 2Mbs His additional solution was to change us to 6Mbs service which is now what we are paying for and we are now getting 3Mbs. They actually told me NOT to call the corporate office for service as they did not know or understand what was going on out here and would only be confused if I did - was too late on that one.
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