ComplaintsforKinetic

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I called Kinetic Business by Windstream to inform them that I needed access to 2.4G for my business. I needed to be able to switch from 2.4G to 5G for specific things concerning my business. My 2G was not showing as an available network. The first Rep was on the line with me for over an hour trying to get the available network up. I was informed that their system was down, and they would give me a curtesy call back in about after the system was up again. Never happened! I then called again and the next Rep told me the same thing. I called again. This time for some reason I was routed to Residential Dept. in which I never had residential services with the company. The Rep Brittany was very rude, very unprofessional, and poor customer service demeanor. After informing her that I would make this complaint about the service I was given from her and in general about the matter, she then said she would get me right over to the correct department. She mention also this while I was trying get clarity why I was directed to the Residential Dept. She put me on hold in which no one picked up after waiting several minutes. I hung up and she called back to ask if i wanted to speak with a Rep, and if not, she would terminate my request. Redundantly Brittney does not understand the meaning of customers calling about an issue about their service. Holding again for several minutes, no one picked. i called again and spoke with *****, whom I assumed fixed the issue, but after hanging up realized I could no longer access 5G on any device in my business. I then called back spoke to another Rep who transferred me over only for the automate recording to tell me the office was close. If your Reps know what time they close, why would they transfer the customers? So now I am still without 5G service, and I will be calling again in the morning. I spent several hours on the phone with several Reps only to not have this issue resolved. At this point I am a very unsatisfied customer.

  Business response

  09/19/2024

  Please provide the Windstream account name, Windstream telephone number and email address so we may verify the account. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have internet service with Kinetic by Windstream. Approximately 2 weeks ago, Kinetic ran an above-ground cable out of my utility box and into the utility box of a newly constructed home. Ever since then, I have had slow, unstable internet. The cable is still sitting above the ground in front of my house in the middle of the road. I have called Kinetic, and they refuse to do anything about the unstable internet, blaming the problem on my equipment. However, I have connected multiple types of equipment and experience the same problem regardless of what is connected. And, after 2+ years in which I never even requested service, the problems started on the exact day that they ran this line. It's obvious the problem is on Windstream's end, but they refuse to fix the problem, and they have left this unsightly cable sitting in the road. I am requesting that Windstream address my internet issue, and either bury or remove the cable sitting in the road.

  Business response

  09/25/2024

  ********* *** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******* ******* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******* *******.

  From the filings, we understand that Mr. ******* is inquiring about issues he has experienced with his Kinetic internet service.  

  With respect to Kinetic’s response, Kinetic has determined tht the MST is bad between terminals and the only way to provide service was to lay a new MST between the terminals. Kinetic is currently working on a project for a permanent fix. Since receiving Mr. *******’s complaint, our field operations management has been in contact with Mr. ******* to ensure continuity with his service while we work to replace this MST. Mr. ******* has acknowledged his satisfaction with the procedures we need to take to accomplish this task. Mr. ******* is encouraged to reach out to me or field management directly, if he needs any assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. *******’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ******* ******* *** **** ***** ** ********* ** *****

  Customer response

  09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have auto pay my Internet has been out for about a week. I have called repeatedly and nothing has been done. They got the money but won't provide the service and it's their fault people are out of service

  Business response

  09/20/2024

  ********* *** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ****** ******* ********* **** * ********
  **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** *******.

  From the filings, we understand that Mr. ******* is inquiring about issues he experienced with his service in September 2024.

  With respect to Kinetic’s response, records indicate Mr. ******* reported trouble with his service on September 6, 2024. Kinetic support performed a network rebuild on Mr. ******’s service and he confirmed at that time that he was able to connect to his internet service. The ticket was closed as resolved without dispatching a technician. Kinetic has no record of contact from Mr. ******* after this date until receipt of his complaint on September 13, 2024.
  Kinetic has attempted to contact Mr. ******* via the contact number provided in the complaint, ************, to which the party that answers states they do not know Mr. *******. The contact number listed on the account was attempted to be contacted twice and does not have a voicemail box set up to leave a message. I have emailed both the email in the complaint and the email we have file and sent a text message to the contact number on file, with my contact information provided, with no returned contact from Mr. *******.

  Records indicate Mr. ******* contacted Kinetic on September 17, 2024, requesting to disconnect his account due to moving out of the service area at the end of the month. No orders have currently been placed on the account.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. *******’ business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ****** ******* *** ********* ** ******** ** *****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically, we are being charged monthly for a service that apparently, we cannot get in this area. I pay $80 per month for internet services that barely work and was told there was nothing I can do about it. Kinetic(Windstream) is the only internet provider in this area so people are left with no choice but to pay a pretty hefty price for something that does not work properly.

  Business response

  09/23/2024

  ********* *** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** **** **** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by **** ****.

  From the filings, we understand that Mr. **** is inquiring about issue he has experienced with his Kinetic internet service.

  With respect to Kinetic’s response, records indicate that Mr. **** subscribed to an up to 3M internet service. Kinetic has concluded that Mr. ****’ is receiving the up to 3M service he is paying for. Upon speaking with Mr. ****, he advised Kinetic that he has numerous smart devices, such as streaming tv’s and Ring cameras that he needs faster internet speeds to utilize properly. Mr. **** is currently eligible for a faster speed up to 15M and was advised on September 8, 2024, that he can upgrade if he chooses to do so. Kinetic has also advised Mr. **** that his address is slated for a fiber speed upgrade project, due for completion 2 QTR 2025, barring any unforeseen circumstances.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. ****’ business. Please feel free to contact me should you need any further information.

  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  **** **** *** **** ***** ** *** *** ******** ** *****

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had service set up last weekend to a home we had planned to move into, but closing has fallen through and we are no longer moving into the home. Service was never used, and Windstream continues to bill me.

  Business response

  09/18/2024

  ********* *** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** **** ********* ********* **** * ******** **** *** ********
  This letter acknowledges receipt of the notice of the complaint filed by **** *********.

  From the filings, we understand that Ms. ********* is inquiring about being charged for a Kinetic account she claims has never been used. Records indicate that Ms. ********* had an account set up at *** **** Ln in ****, **, on August 30, 2024, under account number *********. The account was subsequently disconnected a few days later on September 6, 2024. A bill was generated for these days in the amount of $94.71. Given that the account was opened for only a short period, coinciding with her statement that she never really used the service, Kinetic has credited the balance of this account to $0.00. Ms. ********* does not owe this balance. She has been provided my contact information if she needs any additional assistance.

  We apologize for the inconvenience this situation has caused. Kinetic appreciates Ms. *********’s business. Please feel free to contact me should you need any further information.
  
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  CC:      
  *************@***.com

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This communications company is my only option in my area without spending a lot of money to switch to satellite. I have had major connection issues for the past 6 months. They have sent 6 technicians that claim they have replaced everything at my location but the issue is still not resolved. I work from home so this is effecting my job & my blood pressure. I had no connection again this morning so I called them again with the same results. They are sending someone out again. They claim they have it in as high priority but the earliest they can send their 7th technician is 5 days from today.

  Business response

  09/13/2024

  ********* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ****** *** ********* **** ********* **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** ***.
  
  From the filings, we understand that that Ms. *** has raised concerns regarding connectivity issues with her Kinetic by Windstream internet associated with telephone number ************.
  
  With respect to Kinetic's response, upon investigating, our records indicate Ms. *** contacted Kinetic by Windstream on June 25, 2024 to report ongoing connection issues with the internet service and records indicate there had been several dispatches prior to this. Our technician dispatched multiple times between June and August and made repairs to the aerial drop, replaced pins, repaired the Network Interface Device (NID), installed a filter on the jack, and replaced a ground protector.

  Unfortunately, the connection issues persisted and on August 30, 2024, a new ticket was created for no internet connection with the commitment date of September 3, 2024. Our records indicate that the ticket was closed after receiving a text from Ms. *** advising the issue was fixed on September 2, 2024. After receiving this inquiry, I contacted Ms. *** on September 6, 2024. Ms. *** advised the issues had not been resolved and she was still experiencing the internet dropping connection. I created a new service ticket and had it expedited for the same day. Our technician dispatched that afternoon and conducted multiple tests on the line which showed numerous errors. Our technician traced the line and found a section of cable in the aerial terminal had been damaged by birds and insects. Our technician removed the damaged section of cable and retested and found the errors had cleared. Our technician spoke with Ms. *** and ran testing in the residence and found no other issues.  I conducted a follow up yesterday, September 12, 2024 with Ms. *** who advised the connection issues appear resolved.

  Due the connection issues, multiple dispatches and frustration caused; I have adjusted $138 which covers a full month of service. In addition, Ms. *** mentioned they are not using their phone service. Changes were made to transition the service from the Unlimited Long-Distance and internet bundle to our Solo Internet service. With this, the dial tone will remain for emergency services. Ms. *** will also be able to receive incoming calls, make toll free and local calling only. The transition to the new plan will reduce Ms. ***'s billing to approximately $76-77 going forward. Ms. *** has my contact information for any future questions or concerns.

  We regret any inconvenience these matters may have caused Ms. ***. We appreciate her business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  Sincerely,
  
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:         ****** ***
               **** *** ****              ******* ** *****
  
  

  
  

  Customer response

  09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A service call was made and someone came out to my home and stated that it was a service call to replace my copper 5G with fiber optic. I did not want that. That service call was made on July 8th, 2024. I have not had service since then. I have spent over 5 hours on the phone trying to get my service back with no results. The call center gave "their word" that they would send someone out, or that they would call me with updates. Neither has happened. They continue to send me a bill, but yet I have no service. I need internet in order for my granddaughter to watch her homeschool videos. I am filing this complaint because I have not had internet for almost 2 months and have attempted multiple times to remedy this and have not been helped. Also, most of the time when I call, I can barely hear the representative due to loud talking and laughing, which I found extremely unprofessional.

  Business response

  09/12/2024

  ********* *** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** *** ******* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by *** *******.

  From the filings, we understand that Ms. ******* is inquiring about is***s she has experienced with her Kinetic service.

  With respect to Kinetic’s response, records indicate Ms. *******’s service was interrupted during an attempt to upgrade her to fiber internet from copper DSL service. Ms. ******* opted out of the fiber service causing a records is*** on the back-end. This is*** has been resolved as of September 12, 2024. Ms ******* has confirmed her satisfaction. The service is working properly. Kinetic has applied a credit to the account in the amount of $139.00 for her service trouble. Ms. ******* has been provided my contact information if she needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *******’s business. Please feel free to contact me should you need any further information.
  
  Sincerely, ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  *** ******* ** ********** **** ******** ** *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been a Windstream / Kinetic customer for years. They are our landline and internet provider. I have had multiple technicians to my home for internet issues and have been told multiple times for years that our phone lines are old. Yet Windstream has yet to fix the problem. When the internet is working, it is extremely slow and cuts in and out constantly. I am paying for services that can not be used properly. We live in a rural area and can not get cell service, so we need the land line and internet. This is a county wide issue and numerous complaints have been made directly to Windstream. There is no other service provider availability either. Our bill is roughly $114 per month.

  Business response

  09/13/2024

  ********* *** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ***** **** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** ****.

  From the filings, we understand that Ms. **** is inquiring about issues she has experienced with her Kinetic internet service.

  With respect to Kinetic’s response, records indicate Ms. **** reported internet service trouble on June 2, 2024. Kinetic visited with her on June 6, 2024, cleared a ground cross on the line along with one side open, changed her pin and restored service to proper working order. She reported issues with her service on August 29, 2024. Kinetic cleared another ground on the line on September 6, 2024, and restored service once more. On September 10, 2024, I spoke with Ms. **** about her concerns. She advised she was experiencing slow speeds on her internet. I dispatched a technician to her home on September 11, 2024, at which time the technician determined her speeds were testing slower than they should. There is power influence on the line causing some of her trouble. This is not a Windstream repair issue. The NID tested great with no errors and full rates. We replaced her filters and replaced her modem with an updated modem. Ms. **** is now getting full speeds at modem. No further reports have been made. Ms. **** has been provided with my direct contact information if she needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. ****’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       **** * **** *** **** ** ********** ** *****

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  High speed internet is supposed to be available to all rural addresses in my area and they came to install mine today saying that they can't because the liens are full and there is no room for more service

  Business response

  09/06/2024

  ********* ** ****        ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** **** ******* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by **** *******.

  From the filings, we understand that Ms. ******* is inquiring about obtaining Kinetic internet service at her address in Dilliner, PA.

  With respect to Kinetic’s response, records indicate at this current time all available facilities in Ms. *******’s area are currently being utilized at max capacity, and Kinetic is unable to install internet service for new customers at this time. We do partner with Hughes Net in her area and would recommend that Ms. ******* reach out to them to see if they service her address.  If we are ever able to service her home in the future, we certainly look forward to it. Ms. ******* has been provided my contact information and is encouraged to reach out to me if she needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *******’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       **** ******* *** ******* **** ** ******** ** *****

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I cancelled my with them in Lexington KY. The cancellation date was July 25th 2024. I have been waiting a month for them to send me the appropriate label to return the equipment. They refuse to email me a shipping label. I cannot get any updates. I have called now 3 times and am unable to get anyone to confirm that the label and box have been sent. Each time they say my request hasn’t been generated and they create a new ticket.

  Business response

  09/06/2024

  ********* ** ****        ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******** ********* ********* **** * ******** **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******** *********.

  From the filings, we understand that Ms. ********* is requesting a return label to return her Kinetic equipment after disconnecting her service.

  With respect to Kinetic’s response, records indicate a return label was shipped to her service address in Lexington, KY, instead of her new mailing address in Charlotte, NC. Kinetic has requested a new return label to be shipped to the correct address. Ms. ********* has been provided my contact information and is encouraged to reach out to me if she needs any additional assistance.  

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *********’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  ******** ********* *** ********** ** ********* ** *****

  Business response

  09/06/2024

  ********* ** ****        ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******** ********* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******** *********.

  From the filings, we understand that Ms. ********* is requesting a return label to return her Kinetic equipment after disconnecting her service.

  With respect to Kinetic’s response, records indicate a return label was shipped to her service address in Lexington, KY, instead of her new mailing address in Charlotte, NC. Kinetic has requested a new return label to be shipped to the correct address. Ms. ********* has been provided my contact information and is encouraged to reach out to me if she needs any additional assistance.  

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *********’s business. Please feel free to contact me should you need any further information.
  ********** ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ******** ********* *** ********** ** ********* ** *****

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩