Horrible customer service. I was told that I would have 25-31mbps, which I thought would be great since I only needed 4 to have my security cameras set up. The technician came out on Wednesday 06/21 and set up the internet. Apparently he didn't check anything before leaving because l was able to get the internet on my Mac and IPhone after he left, but when the technician came out from the security company the next morning, and checked the speed, he told me l was getting 1.6 mbps. I called Kinetic while the technician was still at the house, and a representative by the name of Liv insisted that her screen was telling her that I would get 25 mps for downloads and 31 for uploads. I told her this was not the case. She said she would transfer me to the repair department. A representative by the name of Gavin said he would do some troubleshooting. After approximately 45 minutes he said there was something wrong with my wires. He said he would send a technician out, but the soonest he could have one out was the 28th, but he would put in an escalation stating that I needed it done ASAP. After hanging up with Gavin from Kinetic, I was told by the security technician that his company phone was not getting internet. He tried his person phone with the same results. Everyone in the home tried but the internet service was completely out. I callEd in with an issue about speed, and ended up with no service. I called back and spoke to a representative who told me there was a ticket in for the problem, but the time had been moved up from the 28th to the 24th. This was ok for the speed issue, but I let her know that they were leaving me without any internet, and that was not the problem for the original call. They actually made things worse. She said she didn't know what Gavin had done, but she would transfer me to someone who could help me. After waiting on hold for well over another hour, I finally hung up. I called back and explained the situation to the next representative and after telling me there was nothing she could do, I asked to be transferred to a supervisor whom I could make a complaint She in turn transferred me to another representative named Brandon. Brandon informed me that there were not any notes from my call speaking to Gavin, nor Julie (the representative that I spoke to after Gavin). To make matters worse the ticket for my original prob had been closed, and the soonest they can get someone out now is the 30th. He said he didn't know why Gavin said they could escalate the case to get someone out to my home ASAP. I explained that I am a veteran, and need the internet for video appointments with the VA. After speaking to approximately 7 different people, getting a lot of I'm sorry's, and literally the entire day on the phone with Kinetic By Windstream, I am left with no internet and the inability to keep 3 appointments with the Veterans Administration. I had this service for only one day and I am experiencing more problems than a person should experience throughout Their entire service contract. Kinet is the only internet service offered in my neighborhood, but if I was able to get a different service, I would. One star is the lowest rating I am able to give on Yelp, but if I were able to go lower into the negative amount of stars I definitely would. If you are able to avoid Kinetic by Windstream, definitely do so. You will be saving yourself a lot of headaches and anxiety. read more
