Complaint / review text:
I recently subscribed to Windstream over the phone. I was told that my bill would be $44.95 per month for internet and phone service. I asked "what happened to the $29.99 internet that was advertised on the TV?" The representative, Joel, told me that I was getting the high-speed internet so that was why it was higher. He also told me that Windstream also kept my modem checked and my wires for $10.00 a month. So Instead of it being $34.95, it was $44.95. I told him that I did not want the protection on my modem, since I owned it. Windstream was supposed to come that Tuesday to install it, no one showed up or called. I called them 3 times and got different answers and was told my case was escalated to the next level and someone would be in touch with me. They finally showed up the next EVENING. The rep installed everything and said have a good evening and left.
I have not been able to watch a full movie on Netflix and my internet keeps freezing up every hour. After a few days I received my first bill... For $112.00! What? So I called them and told them I was having problems with my "high-speed" internet and couldn't understand the $112.00 bill. I wanted to disconnect the service. The lady told me that I had the low internet speed and she was sorry that it wasn't working for me. She agreed to waive the $45 activation fee and take the modem shield ($10) off my bill. Since I told them I didn't want it anyway, I agreed. She said she would upgrade my internet speed to 3 mbps. I asked her how much would that cost. She told me $5 more per month. After she adjusted my bill, it was $57.66 for the month. So later on that night, as well as the next day, I still had internet issues. It was still reading at a 1.50 mbps.
I called them AGAIN and was told that because of my distance from their device that I couldn't get the 3 mbps speed. I was told that the rep that installed my internet wrote that in the notes that he downgraded my internet speed because of the issue. No one asked me if that was ok with me. I would have not even installed it because this low speed is like not having internet at all! Now I have to call them again to cancel because that rep said I need to talk to another department to get the extra $5 charge off my bill. I'm calling in the morning to cancel the whole service! Windstream sucks! I never received any paperwork, so therefore there is no order number to put in the bottom box. I will put my account number though.