Kinetic Internet by Windstream

I should have cancelled after my first interaction with this company. I called to set up new service in February but the technician did not arrive on the scheduled date. When I called the company, I was told the date was scheduled but they somehow failed to schedule the technician. So a new date was scheduled, but payment/service start date began on the date that I made the initial call. So I already paid for 2 weeks without receiving service. And once internet was set up, the service was terrible. Intermittent. Could not even complete an email and sometimes could not even open emails. After several calls, a technician finally came out and replaced the router/modem, which was an old, obsolete, "refurbished" router. This did improve the intermittent internet service. But service was so poor as to be unusable, with a max speed of 3 mbps, and usually only 1.5 mbps.

Kinetic by Windstream has pathetic customer service and beyond incompetent. Stay away from this company. We cancelled our service on March 18, 2023 and they keep charging us and refuse to get this simple matter resolved...PATHETIC. They need to be out of business.

July 2022 they ran a temp line across the street because my connection was damaged. May 2023 still there. Monthly calls, promises that a manager/super would call me fix it, still not call back. The worst.

I have been a customer for almost 10 years with a DSL line. I have been trying to get the Fiber service for the last several years and they keep saying, "We are expanding your area soon etc." Windstream has fiber lines right in front of my complex for the last 3+ years and both lots on either side can get 2 gig internet but we can’t. Last I heard is we are like 30-40 meters too far from the road. Fine, how much would it cost to have a line ran to my complex? Well “we” can’t do that.. So I say, "Fine, what type of fiber line do you use and I will run it to the street." They say, "I don’t even know who to ask about doing that." I say, "Ok so transfer me to someone who knows…." Well I sat on hold and nobody ever answered…. I can’t understand why or how a company doesn’t have a method(s) in place to take care of its customers. Especially a customer willing to pay for a line or willing to do their work for them…. Please explain it to me..

Going on 3 days without internet. They keep cutting through cable lines. When you call the main number no one knows anything and they're rude. They also leave you on hold without getting someone to help. Terrible customer service and you're lucky to get someone that speaks English. They definitely need better training and more experienced techs and repairmen.

I have had no landline phone service and internet, due to a storm since Sat March 25,23. We do NOT know when services will be restored! I have a security system with smoke alarms etc that depend on the internet. Kinetic by Windstream does NOT update their customers at all to the status of their outages!

Unfortunately, Kinetic by Windstream is the ONLY phone & internet service provider in my area! Which really stinks! There are many of us in our county neighborhood, that given a chance to switch to another provider we would. I live in a very desalted area.

We currently have this IPS for our residential service and thought the general internet service has not been bad, the customer service experience is terrible. Like a lot of companies these days, their tech support is overseas and their CSR have hard time communicating and addressing the client's need. Instead of being pro-active, you get 7k apologies for whatever, the issue is without results. Initially you are thrown into and endless phone queue, we've intentionally left the call cycle thru that queue and the call was on hold for over 1 hour and 38 minutes before they just hung up. So far it's taken over 3 days for a simple modem swap, without any results from their CSR team (don't let them sucker you, as you can used your own). I strongly suggest looking at other options if they are available to you as this provider's customer service is pretty much useless.

Had signed up for internet with this company when moving into my new home with a rate of $55/month. Two years later the rate has increased to $77/month. I found another company and went ahead and hooked up their services so there was no interruption. I called Kinetic to cancel my services and was put on hold for about 20-30 minutes before talking to a representative. I told her I wanted to cancel my services and that I already had another service hooked up. I must’ve misunderstood her because I thought she would disconnect my services as of that day but she set my cancellation date to a month later! I was under the impression I’d be receiving a shipping label that week to return my modem but when it wasn’t received a week later I called back and spoke with someone else.

The customer service was extremely rude! They hung up on me 4 times. I said nothing to warrant that. They gave no explanation why the calls were cut off. This is the first time I have ever written a review for anything. But, I had to because of my exchange. I am set up on autopay. They didn't take out money for a month so I was contacted that my bill was overdue. I called to clear it up and they admitted to the mistake but would not refund me the $10 late fee. They said the matter was closed. It wasn't about the money. It's the principle that they make a mistake and I pay for it.

This company is worthless. They lie, tell you they will call you back, send a technician out and none of that happens. My service is so slow. Can't stream TV most of the time. Internet drops daily. If you don't have to use them I would go elsewhere. Worst internet company in the US.