Letter To The Editor: More Windstream Frustrations

10/12/2015

Dear Edmonson County Windstream-DSL Users:

If you have DSL Internet, and you live in this area (Edmonson County), odds are you are serviced by Windstream Communications. We have long been a member of what is fondly known as "the last mile" because of the age of our equipment, wiring, and so on. Windstream has been (slowly) upgrading this area and improving DSL speed. However, I pay for more than I am receiving.

If I go to a gas station and pay for 10 gallons of gas, I can presume I receive 10 gallons of gas (unless my car simply won't hold that much). In that case, I'd receive a refund. Yet even if I pay for 12 MBPS of internet service, I may only receive 6 mbps--on a good day, 10 at the most. If I pay for 5, the numbers fall accordingly. There is a way to test whether you are receiving what you are paying for.

A reliable way to check your speed is navigate to http://www.speedtest.net. (This is the same website Windstream will send you to in order to check your "ping," download, and upload speeds.) To get an accurate reading of service entering your home, make certain you disconnect everything in your home (except the pc/laptop/tablet you'll be using for the test) that may be connected (even wireless) to your internet--all phones, laptops, tablets, even your satellite receiver(s) if you can get to it.

Once the Speedtest page is loading, wait until you see an image of a "laptop," click the button that says "Begin Test." (A plethora of ads will have tempting buttons; avoid those.) Wait for all the tests to run and note the following numbers: Ping (ms), Download (mbps), and Upload (mbps). Also note the "Host" server (where the ping was sent) and the time of day.

What the numbers mean: An important number--perhaps the most important--is the "Ping." The Ping is the length of time a server being queried takes to answer the query. (Imagine the length of time it takes between your dialing a phone number and hearing the "ring" indicating the call went through.) This should be a low number (lower than 65 ms). The higher the Ping, the longer it is taking before you are making a connection to another server on the net. (A very high number can mean an area-wide issue.) The Download Speed, for those of us paying for 12 mbps, should be 12 or very close to it. The lower that number, the more strangled your connection. A low number means your web pages load much more slowly (if at all) and you may as well forget streaming that movie or sporting event. The Upload Speed, while less important, can mean those pictures you're trying to send to Facebook may take all night--or time out altogether. Windstream so generously gives us a bit more than half a megabyte--0.65 mbps is the norm.

Lately, the numbers have been much lower at night--an issue of overuse (too many people forced to share the same bandwidth, thus strangling everyone's available service). If you notice slower speeds at night, this is the culprit. Last summer, Windstream announced they had resolved that issue in most of Edmonson County, yet the problem has crept up again.

We need to call, en-masse, and lodge our complaints. Run the test so you have data/numbers to give them. Run the test during different times of the day (if you are at home and can). Write down the results of about three tests; this makes your argument more sound. Inform them you disconnected all but the testing device from your connection. DO NOT reset your modems, etc. Insist you know this is a known issue and you're adding your complaint to the mix. They will add it.

If enough of us complain, they will do more than slap a bandage on the irritation; they'll fix it. "Last mile" or no, if I pay for 10 gallons of gas, I want 10 gallons of gas--or I want a credit sufficient to what I did not receive. Demanding credit hurts their bottom line. It's cheaper to fix an issue than return everyone's money.

Let's demand we get what we're paying for! If the wheel squeaks loud enough, it will be greased.

Thank you for your time. (And if you have any questions, I am in the Windstream phone book. Look me up and give me a call.)

Trish Lindsey Jaggers
Chalybeate/Rhoda ("Mohawk" Community)

5 Comments

Ronnie Wood

1/2/2016 03:31:40 pm

I agree whole heartedly. I have contacted windstream numerous times about little or no internet and was told that they were aware of the problem and that it should be upgraded by 2018. They said I could either leave my service like it is or terminate it, that there was really nothing they could do about it at this time. I am now looking into satellite internet.

John Miller

4/25/2016 10:31:26 am

I have lived in Rocky Hill for almost 16 years. I have had Windstream as long as it has been available to me. The planned upgrades have been just that ...planned. For the entirety of the time they have promised these upgrades it has never happened and probably never will. Most of the time I'm at home using my wifi I'm only able to use it on one device. If o should choose to use more than one then I have to choose which device gets disconnected. Windstream has been out countless times. There is never any improvement. The junction box for service is at the crossroads of hwy 259 and 31w. On any given day you can look out and see workers doing something but apparently improvements don't factor into their work. The monopoly enjoyed by Windstream and other service providers for Edmonson County only allows them to continue to charge twice for half the service

Mary Houchens

4/25/2016 02:26:50 pm

I absolutely agree. We need to have other options in this area besides Windstream for Internet service/cable. I pay for more than I receive as well. Since I had to have service move to next when we moved the price even went up more. Please please bring someone else in this area so we other options and can get thus rates down as well.

Laurie Dearing

4/26/2016 01:01:02 am

Trisha??!!
I know exactly what you mean. I have said that for years now. They at first was saying we couldn't get high speed Internet here on 31w but then said we could. They charged us more for said high speed Internet. I have yet to have it be at the speed k am Paying for. The last time I told the lady she finally made our streaming experience better. Now about 5 months later we are experiencing the same stuff!! We cant even stream from one tv. Its totally rediculous!! Then my neighbors phone was out for 4 days!!! They said no one could get out here until then!! I bet they didn't discount his service. But what upset me was I called and told them he was an elderly man with major health problems and he lives alone and needs his phone! ! They still waited 4 days later!! Then a week later it went out again and he had to wait 2 days that time!! I told them as much problems they have that they probably could save money by giving someone a post out here. They would stay busy in our area alone.
When it would rain our Internet would go out every time! ! When we called they had us do the same stuff. When the guy came out to fix it. I would tell him exactly where the problem was. Up that pole Id tell him lol he would still go to the back of the house messing around to later discover he had to climb the pole. I think the last one finally fixed the problem. Ugh. Makes you want to scream. Wd need a petition or something to get someone to investigate them. They are not giving us what we are paying for. Plus I have a home phone high speed Internet and my bill is around 86.00 (estimated) a month!! I dont even use my phone! ! Just have to have it in order to get the Internet. Ok rant over lol Thanks for your post. I feel a little better now. But its almost time for my internet to crash for the night lol

Ruth Parker link

4/26/2016 06:09:31 pm

I am frustrated by the fact that my bill charges me for high speed internet that I never ordered. I was on the phone with them last month for over an hour to straighten it out. Needless to say I was still charged the $5.00 for high speed internet. My computer has never run any quicker.

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Letter To The Editor: More Windstream Frustrations

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