Kinetic Internet by Windstream Reviews

After 24 years of having service with Kinetic Windstream, I had to call because our home phone was not working. Originally they told me it would only take a couple of weeks before I had service again, but its been three months. After several calls, they sent a technician out, who never came to my house, even though they told me if I wasn’t there they would charge me $50. He did not fix the problem. I had to call again, and again they sent another technician out, that never came to my house or acknowledged us. Again, was told I had to be there. He did not fix the problem.

The Windstream service I am paying for is nowhere near what they are still advertising in their ads and their website. I only have DSL in my area and it does not take much for the service to go out. Last night we got rain in our area, not a downpour or heavy winds, just rain came through. Woke up this morning and no internet. I called Windstream’s 800 # after trying to restart the modem. Got someone In the Caribbean for Tech support and he tested the line, had me restart the modem, but nothing worked. This is Monday morning and I explained I had an important Zoom call for early Tuesday morning. He put in a repair ticket and the earliest appointment he had was 4 days away, on Friday. After explaining the importance of the Zoom call I had scheduled for Tuesday morning, he said he would put in an emergency order and they should call me two hours before they arrive and he reassured me they should be out and service should be running tonight.

I was mislead when signing up for internet. I was told it would be $20/month for the first 2 years and I would receive a $200 prepaid Visa card for signing up. I have a witness that was present when I signed up My first bill was $$40.37 and my 2nd bill is $51.32. I haven’t received a $200 prepaid Visa card. I have canceled my service and plan to make a formal complaint to my attorney general and the BBB.

I’m writing this as I’m going on my 3rd day without internet. This feels very much like the last time when I went 8 days without the internet. It ended up being that I needed a new modem that time. 8 days for that!!! At first they thought it was an outage (that’s typical) and didn’t send anyone out for a few days and then when they assigned a person to come out, they kept having it reassigned for another 4 days. This time around, they sent someone out first and is now saying it’s the tower. They literally say whatever to pass the problem on to someone else. Can’t get a supervisor on the phone. You can’t get updates from anyone in the company because no one shares info or talk to each other.

We have been without internet service for 9 days now and very little to none help from this company. I don’t give them a zero (0) because there are no options to do so. We have called customer service, visited the store in town here in Cornelia and I can tell you that we have received to help whatsoever. Stay away from this company! If you have other option don’t fall in their trap. They promise great service but as a company they are not prepared to do so. What else can we do? We need other provider in town and I can guarantee that they will lose the majority of their customers. Help, help, help!

I have had Kinetic fiber optic service for a year now. I have had to call at least 6 times because my billed was doubled, increased by $30, was charged twice, in one month they gave a credit and then double charged. Keep a eye on your bill even if you have auto pay bc they will rip you off every chance they get. I could understand the pricing if the internet was consistent and good, but it drops frequently and runs slow a majority of the time. If there were more options in my area, I'd switch to another provider in a second. Watch your bill!!!!

I have had service with them for a few years. I have been without service at times for weeks. One time I was without service for 3 weeks out of the month. I had service appointments and they'd cancel them but if we cancel we get charged $50.00. They have a box fan and a cheap awning at the end of our road trying to keep the power going. It's ridiculous. This is a HUGE company and everywhere else I see their boxes.. They don't have box fans or awnings over them. They should be able to take care of their customers better. I pay my bill every month like they expect me to. I expect better equipment and service from them.

Numerous phone calls & told there is no supervisor available. End of April bad storm knocked out phone and internet lines that needed repair including easement lines running parallel to street. Kinetic servicemen came out & repaired service, but nothing has been done about easement lines blocking our 2 drives. Servicemen painted the black line orange and set 2 orange cones up blocking our drive. My husband 5'9"can reach over lines that have been blocking both our drives. Our travel trailer is visible from street that we’ve been unable to take out once this summer.

Two bad points about this company, as we all can see from other reviews, they score really bad in customer service, long hold on calls, average 1h+. I keep losing my internet very very frequently and every time I do lose it asap have to call. Wait over 1h and schedule a tech for several days ahead, in rural area they are monopoly and that’s why the abuse, if you can choose another company please do, this one is a ripoff.

Two days in a row I've lost time at work for this. Trevor and Jordan both need fired. Trevor that's been here multiple times lied yesterday and said he couldn't find my home. Now Jordan didn't show up either. A company this big should be a lot more professional. Neither ever even texted or called to tell me what's going on. He was supposed to be here between 10 and 12. I've been here ALL day losing money from work. Same as yesterday. The local technicians of Livingston/Mt. Vernon, KY area really needs investigated. It's bad enough that for my roughly 5 years of paying between 75 and 85 a month (internet only and less than 5mbps) that I still have to call every time it rains.

I am being charged for the kinetic secure package which I didn't ask for. Called twice within the last 2 billing cycles and asked to be taken off. Was told both times they would take it off my bill. Not only have they not taken it off but my bill increased $15 this statement. Talking to ETC tomorrow to see about switching services if they cannot get it right this time and lower this month's bill. Supposed to be paying $39.99@month been charged $52.99 and $66.99 so far. I have had service with them only 3 months. Not a good way to start!!!

We've had Kinetic at our house for a while now. The account was originally in my brother's name, and they were charging him for high speed/fiber optic internet when they didn't even offer it in our area. When they finally hooked up the fiber optic, it worked well for a week and then it took us 3 weeks to get someone out to fix it. They opened 2 accounts under my brother's name and tried to charge both. After finding this information out, he paid his past due balance and they still disconnected service. I chatted with their customer service people, and "KUSHTFAKE D" didn't put in the ticket to have our service reconnected. I ended up having to put the service in my name. I was lied to about the monthly price of the service, and they opened 2 accounts under my name, one of which has now been sent to collections because they can't get their crap together.

When setting up, you have to spend about two weeks on the phone with customer service that say “it’ll be on by tomorrow at 5pm.” Every. Damn. Day. Once you do have it, it works fine (low speeds) but if you ever have an issue with it GOOD LUCK because you’ll be out of service for another week or so. Their automated line constantly takes you to the wrong place so prepared to wait at least 30 minutes before you get to the right department. The service is too expensive for it to barely work and for it to take two weeks that I'M PAYING FOR. I’m still waiting on my internet to be turned on. Let’s hope it happens today otherwise I’ll have to take ANOTHER day off since I work from home. Never experienced this from any other provider.

Unfortunately, Windstream is my only option, and they know it, and do whatever they want, which isn’t much. The service in unreliable, inconsistent, and the only excuse they have, is you are rural. The main junction box is less than 2 miles from my house, yet they seem unable to maintain any of their lines coming out to my home. I qualified for an income discount, which was supposed to be 30$ off my bill, somehow it only took 10$ off.

I have had Kinetic for 2 years now. It has been horrible since day one. I live in an apartment that our only choice is kinetic. Currently our internet has been out 3 days. I’ve tried to get ahold of someone on the phone in their customer service department, I have been on hold for over an hour. Yesterday I tried their “live chat” feature, I texted a bot for about a half hour and then it proceeded to put me in a waitlist. I started off being number 51, sat there on that screen for about an hour until I was number 21. The boy texts back when I got to number 20 “we are sorry all of our agents are helping other customers please try again later”. I have had nothing but problems from this company and even though we have been without our service to 3 days so far, I’m sure we will still be paying a full month's bill. Unacceptable. After I leave here I will never have any Windstream service again.

Approximately 300' of cable from Kinetic by Windstream was knocked down a month ago by someone across the street from my residence while trimming trees. I am not a K by W customer, but the cable fell on the street, in an easement, and someone moved it on my property as well. Since I am not a customer, trying to navigate their online system to report the issue can only be accomplished by requesting new service, to actually speak to a human. Their email option hasn't returned any response. Finally, after 3 weeks, I was assigned an actual "work ticket" number, with a verbal confirmation of a "technician" arriving the next day, who would contact me, though there really is no reason to contact me. 300' of cable laying on the ground should be sufficient.

The company has made adjustments and upheld their promise.

Windstream, now Kinetic by Windstream, is the perfect example of corporate greed at the expense of its customers. I am a customer in Texas and was back when the company was Valor. I had satellite internet back then and when Windstream offered DSL internet, of course I jumped at it. The main selling point was that it offered 3mbps download speed. I was running a small business and needed a good internet connection. When it was first connected, I would get just under 3mbps, but it was sufficient for my needs and I was satisfied. Over the years, the speed gradually showed due, I’m told, to the fact that Windstream was over-selling their broadband connections while not expanding and updating their equipment. They were, however, paying large dividends to their stockholders…all at the expense of their customers.

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.

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.

I have had 3 techs come out since December and currently have a 4th one scheduled. My internet randomly will slow down and then cut off and I have to unplug the modem to get it working again. It so frustrating especially when trying to work. I have reached out multiple times with no resolution. Now to top it off, my bill has increased! I can't believe that every single time I reach out, it's the exact same thing - they schedule a tech but the tech appointments are anywhere from 1-2 weeks. I literally contacted them the last time 2 hours after the tech left only to get another appointment in a week. The techs should be fixing the issue the first time otherwise a credit should be issued. I contacted them via chat (that is the only option on the app) today about the bill increase and they informed me I would have to call an 800 number to discuss bill credits.

I have had Kinetic Internet installed in my home since 1/24. The service is supposed to be 1 Gig fiber, however I have yet to reach download speeds of >100 mbps, so basically only getting a tenth of the speed I am paying for. I have 3 different technicians at my home with no success as they now state the problem is upstream outside my neighborhood even though I am the only person having issues. I have called Customer Service at least 15 times, each time I am told "they" are working on it with a promise of resolution the next day which never comes. Overall a very poor experience and if any other provider existed in my area I would no longer be a Kinetic customer.