Complaints
This profile includes complaints for Kinetic's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,281 total complaints in the last 3 years.
- 338 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/13/2025, I spent 32 minutes scheduling an installation date for internet and land line service, for my 83 year old aunt, in her vacation home. I provided ALL the needed information, and even had my aunt provide her verbal approval. An installation date and time was given for 7/17/2025 between 1-3pm.
I informed Kinetic that my aunt still had the equipment for an account that existed a year ago...at this same vacation home. She did not know where to return this equipment, so we were hoping to use it again for this re-installation.
The installation tech did not show up as scheduled. No email was sent, my secondary number was not called. (770-468-0254). Her number did not, yet, have cell service.
When Kinetic was called about this no-show, the account information could not be found. When I persisted in calling Kinetic, and the account was finally found. I was told that a hold had been placed on the account due to a credit freeze. I was told to call Equifax to remove this hold.
The Equifax history belonging to my aunt, **** ********, showed her credit rating to be EXCELLENT, and there was no hold, nor freeze, on her account.
Again, I called Kinetic, and again, experienced inability to even pull up her account. A prior agent had given me an account # ********...which got me no where...AGAIN! I provided the address: *** ******** Rd. *********, GA ***** along with the cell number listed on her account...************. The last person I talked with about this impossible-to-find account put me on hold. I hung up in frustration after a long wait. She, unpleasant from the start, never called back.
During this exasperating ordeal, I asked if the fact that my aunt still had the equipment from last year produced the credit hold. I was assured that the hold stemmed from an issue with Equifax...which was found to be false!
I have spent HOURS of my time simply trying to reestablish internet service for my aunt. I will NEVER call Kinetic again!
Business Response
Date: 07/28/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *********** ********
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ********
****** on behalf of **** ********.
From the filings, we understand
that Ms. ****** has raised concerns regarding a installation appointment for
Ms. ******** being missed.
With respect to
Kinetic's response, with respect to Kinetic's response, upon investigating, our
records indicate Ms. ****** contacted Kinetic on July 13, 2025 and order
#******** was placed to have service re-established at *** ******** RD,
*********, GA ***** for July 17, 2025.
After reviewing
the calls and order information, I contacted our manual review team, and they
confirmed that the order was not held due to a credit freeze. On July 15, 2025,
the order was placed in a notify customer status as our Manual Review team
noted that we needed to verify the Ms. ********’s social security number as it
was coming back as belonging to a deceased person.
I spoke with Ms. ****** this afternoon and provided this information to her.
Ms. ****** advised that Ms. ******** may be seeking service with another
provider. I apologized to her for the misinformation provided and for the
inconvenience and frustration these matters caused and provided my direct
contact information to her should they require any additional assistance.
We regret any
inconvenience these matters may have caused Ms. ****** and Ms. ********. We
appreciated her business, and we thank him for his 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 Answer
Date: 07/29/2025
Complaint: ********
I am rejecting this response because: We were first informed that a credit freeze was the reason that the installation was placed on hold. This caused me to take the time to contact Equifax and look into **** ********'s credit report...which was found to be EXCELLENT. Then, during a very pleasant conversation with the Kinetic representative, I was informed that the SSN provided belonged to a deceased person. Thinking that we accidentally provided the SSN of a recently deceased sister, Betty Jo ********, I accepted this reason for the hold. Today, I confirmed that the SSN provided did, in fact, belong to S. **** ********.So, something is horribly wrong with Kinetic's record keeping...along with the information that they provide to their potential customers. This resulted in a total waste of my time in trying to re-establish an internet connection, along with a land line, at ****'s mountain home...and a total waste of ****'s time while waiting for a tech to install the requested services on July 17, 2025...1-3PM.
The only reason I can think of for the hold on installation is that **** ******** still had the equipment used for internet installation, then cancellation, about one year ago. She did not know where to return the equipment, and therefore, still had the equipment that we were hoping to use for reinstallation. I was assured that this equipment was not the reason for the hold.
All in all...Kinetic has multiple issues to deal with...all contributing to the waste of valuable time on the part of the customer. I'm sure that they would charge me for any services provided by them. How about Kinetic paying me for the time wasted in trying to re-establish this service? **** ******** waited all afternoon for a tech to appear as scheduled. How about paying her for her time wasted?
I want no further contact. I just would like Kinetic to get their act together...or remove themselves from the internet, and land line business.
Sincerely,
******** ******Initial Complaint
Date:07/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called in April 2025 to cancel a second line of internet. They sent me a return label to send back the equipment. The line of internet still has not been cancelled and I am paying for it. Have not used it 4 going on 5 months and I want a refund of all the extra money I’ve paid & I want the line taken off my bill. I called about a month ago and they told me “my request was denied” so they submitted another request to cancel the line. I don’t see why a request needs to be made when I am telling them to cancel it…. I will not be paying another bill until this is resolved.Business Response
Date: 07/25/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** **** ******
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ****
******.
From the filings, we understand
that Ms. ****** has raised concerns regarding being billed for a second internet
plan after requesting it to be disconnected.
With respect to
Kinetic's response, upon reviewing Ms. ******' account, our records indicate
that she contacted Kinetic on May 30, 2025, to request the disconnection of her
second line. Order ********-****** was placed to process this request, with an
effective date set for June 13, 2025, marking the end of that billing period.
Unfortunately, the order was rejected, and although the second line was
disconnected, it wasn't removed from the billing system.
Our records
further show that Ms. ****** spoke with our customer service team on June 30,
2025. The agent promptly escalated the issue to their supervisor, and it was
resolved the same day. Additionally, a $25 adjustment was applied to her
account, reducing her bill from $128.37 to $103.37, which she paid on July 7,
2025.
After a thorough
review, I found that Ms. ******' second internet plan was $93.37, with a max
speed charge of $10 for up to 100MB. The speed charge was offset with a $10
credit, as was the modem rental fee of $10.99. Moreover, a $44.43 adjustment
was applied to the account for 12 months, making her second internet plan
$48.94 before taxes.
To resolve the
matter, I have applied a $100 credit to Ms. ******' account, covering two
months of billing for the second line (May and June). This adjustment takes
care of her current invoice balance of $73.99, due by August 6, 2025, and
leaves a credit of $26.01 going into the September invoice. I attempted to
contact Ms. ****** on July 17, 2025 and left a voicemail for her. I made a
second attempt on July 21, 2021 without success. I emailed Ms. ****** on July 21,
2025 with the above information. As today, July 25, 2025, I’ve not received a response
to the voicemails left or email sent. I’ve provided my direct 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,
****** ******
******* ********* ********** **********
** ************ *** ********
*** **** ******
***** **** **
**** ***** ** *****Initial Complaint
Date:07/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since we joined Kinetic in 2020, we have had many connectivity issues and excessive price increases.
Most recently, there was a note on page 4 of March 2025 invoice regarding yet another increase. The notice also stated "If you are currently within your promotional period, you will receive an additional credit to offset this rate increase."
We did NOT receive the additional credit to offset this rate increase, which we should have based on our customer service call with Bailey on 9/6/2022 committing to hold the rate for 3 years and the resulting promotion that was added to our account. In fact, there were at least 3 other price increases during this period that we did not argue about.
I had set a max on my monthly draft due to the previous price increase a few months prior, so we slightly underpaid the invoice in April, May and June before I noticed it. On July 3, I called Kinetic to cancel service. The person who took my cancellation said she would put a note in the system that I had requested a credit back to July 3, but that I might have to call back to get the credit processed.
I called back on July 10 and the first person I spoke with said she processed the credit back to July 3 and that the balance was now $44.47. I said that doesn’t make sense, because I should have been almost all of July, so the total should have been much less and asked for a detailed breakdown of the remaining charges. She immediately transferred me and the next person told me that no one can process the cancelation back to July 3 (despite two other people telling me there would be a credit). I pointed out that the previous rep had misinformed me about the action she took and that Kinetic is trying to charge for service they had not provided. She said I had to pay it anyway. When pressed, she offered a callback from the supervisor, which we have not yet received.
The resolution we would accept is full closure of our account with no remaining amount due.Business Response
Date: 07/25/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *********
********* **** * ********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ********
*********.
From the filings, we understand
that Ms. ********* has raised concerns regarding her final billing with Kinetic.
With respect to
Kinetic's response, upon investigating, our records show that Ms. *********
contacted Kinetic on July 3, 2025, to request service disconnection due to
spotty service and increasing rates. During this call, she informed our agent
that the service location was not her primary residence and declined the offer
to place the service on a Seasonal Hold at $10 per month. Consequently, our
agent processed order ************* to close the account effective July 3,
2025.
Reviewing the
July invoice for the billing period of 07/01-07/31/2025, I noted a past due
balance of $20.97. This past due balance resulted from Ms. ********* having a
payment draft limit on her autopay of $72. Since her balance exceeded this and
was $78.99, a past due amount of $6.99 was generated for May, June, and July,
leading to a cumulative past due of $20.97 for the three months. Notifications
regarding the payment draft limit were sent to Ms. ********* via email on May
23, 2025, at ***************GA@*****.COM and via text message to ************,
with repeated notifications sent on June 22, 2025. With the past due balance of
$20.97 and the current amount for July of $84.46, the total balance owed was
$105.43.
According to our
terms and conditions, Kinetic bills in full monthly increments, with no
proration for service started or ended within a billing period. Typically,
service disconnection occurs at the end of the billing period to ensure
customers receive services billed for. However, our records show that Ms.
********* spoke with our customer service team on July 10, 2025, and they
manually adjusted her billing to cover only the days the service was active.
Proration is
calculated by dividing the total service amount before taxes by the number of
days in the month and multiplying by the number of days remaining in the
billing period. The tax amount is billed independently. For Ms. *********'s
account, the service cost was $64.02 before taxes; dividing this by 31 days and
multiplying by 3 resulted in a daily rate of $2.06. For the three days of
service, this amounts to $6.19. The tax on her account was $20.44, leading to a
prorated total of $26.63. Adding the past due amount of $20.97 brought the
balance to $47.60. However, an adjustment applied to waive a late fee included
some taxes and reduced the balance to $44.74. As a courtesy, I further adjusted
the past due amount of $20.97, making the final balance owed $23.50.I
communicated this information to Ms. ********* via email on July 23, 2025, and
provided a 12-month billing and payment history. She responded on July 24,
2025, acknowledging the final balance and advising that payment has been made,
in addition to returning the modem. Ms. ********* has my contact information
should she have any additional questions or concerns.
We regret any
inconvenience these matters may have caused Ms. *********. We appreciated her business,
and we thank her for her 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 Answer
Date: 07/25/2025
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
Date:07/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Kinetic Windstream is the only phone/WiFi service in my area. For years whenever there is rain or cloudy within 100 miles of me, I have no service. I have reported this numerous times!! They always insist on sending a technician out. Every technician gives them the same report. Our area needs to be upgraded to fiber optic cable. There is nothing the technicians can do. Yet my monthly bill continues to increase and there may be days that I go without service for several hours. This has been going on for years. Like I said they are the only option we have in this area and this is an ongoing problem for everyone in my area. We are sick of it!!!Business Response
Date: 07/31/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *****
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ******
*****.
From the filings, we understand
that Ms. ***** has raised concerns regarding her Kinetic internet service and
billing.
With respect to
Kinetic's response, in March, Kinetic began notifying its customers that
effective April, the cost of certain internet plans would increase by $7.50. Ms. *****' plan rate rose from $76.37 to $83.87
before equipment and taxes. She also subscribes to a $10.99 modem rental plan
and has been receiving a $10 customer service credit for 12 months and a $5
autopay credit, making her monthly billing $88.05 after equipment and taxes.
The $10 customer service credit expired on July 15, 2025, but after chatting
with our team on July 14, a $20 ATT bundle credit was added to her account,
reducing her next invoice to $78.05. As a courtesy, I transitioned Ms. ***** to
our $59.99 internet plan. With the $5 autopay discount and the $20 AT&T
discount, her monthly bill will be approximately $54.13 after taxes. A $33.88
adjustment was applied to her balance today, making the current balance $54.13,
which will be drafted on August 6, 2025.
Regarding Ms.
***** connection issues, our records show Ms. ***** contacted Kinetic on May 1,
2025, about internet connection issues, resulting in ticket *********** and a
technician visit on May 6. The technician found no line issues, with pairs
testing good and service fully operational. The last service issue reported
prior to this was from July 2024. Testing conducted on July 28, 2025 confirms her modem is
fully trained with good rates; she subscribes to the up to 50MB speed range,
providing speeds between 34MB and 72MB. Current tests show 50.72MB download and
8.85MB upload speeds across 9 connected devices. Unfortunately, 50MB is the
maximum speed available at her location, with no planned upgrades at this time.
I attempted to
contact Ms. ***** on July 28, 2025, and left a voicemail with this information,
in addition to emailing her. I received a response from Ms. ***** after hours
on July 29, 2025. Ms. ***** reported that she is still losing service when it
rains. I created service ticket KSF11870347 and had it escalated to the local
area manager and field operations to have our technician dispatch and
investigate on July 30, 2025. Our technician noted that the pins were bad and
had a weak signal and he made repairs at the takeoff connection. I conducted a follow-up
with Ms. ***** this afternoon and she will keep me appraised if she loses
service when it next rains. Ms. ***** has my direct contact information, and I
will continue to assist her with any questions or concerns she may have in the
future.
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 Answer
Date: 07/31/2025
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
Date:07/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In mid-September 2024, my 84-year-old mother, ******* *****, moved and cancelled phone service from Kinetic. In November 2024, she noticed that she was being charged for a different phone number that she never had. She called and tried to cancel the service and request a refund. After more than an hour on hold she was incredibly frustrated and was in tears. I recently found out that she has continued to be charged for this service.
On July 2, 2025 I called Customer Care. I spoke to a rep who told me that she saw the notes from Nov and that my mom had asked to cancel the service and requested a refund and that nothing had been done. She did cancel the service. I then spent 45 min on hold while she spoke to someone about a refund. At an hour, she asked if she could call me back with the refund info. I said yes and she said that she would call later that day or the next. I did not receive a call back.
On July 7, 2025, I called again and had to repeat the story and request. The rep did confirm that the service was cancelled. I was put on hold as she got in touch with someone about the refund. She came back and said that it could take 1-2 hours to get a determination and that they would have to call me back. I said that I was promised a call back on 7/2 and did not get one. I asked if there was some other way to speak to a supervisor or escalate the issue and she said no. I asked how I could contact the legal de**rtment and was told they didn’t have a legal de**rtment. She said I could call the corporate office but that I would have to find the number online. She said that the only option was to provide my contact number and she assured me that I would get a call back. I did that, but I did not get a call back.
Kinetic initially took advantage of an elderly woman by ignoring her valid request and have just given me the runaround when I am trying to get a refund. I am requesting a refund of $599 for the 10 months that my mom was charged for the non-existent service.Business Response
Date: 07/18/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *****
********* **** * ********
**** *** ********
This letter acknowledges receipt of the notice of the complaint filed by
******** ***** regarding her mother, ******* *****.According to the filings,
Ms. ******** ***** is inquiring on behalf of her mother about the disconnection
of an account opened without her knowledge and a refund of **yments.Regarding Kinetic’s
response, records indicate that the account in question was opened when Ms.
******* ***** requested to move her service from her home in ******** Lake, **,
to her new home in Meadville, **. Initially, she requested to transfer her existing
phone number to the new address but was later informed that this was not
possible due to the change in rate centers. Unfortunately, the order still
proceeded to billing with a new rate center telephone number instead of being
canceled. An initial dispute of this account began in November 2024, at which
time Ms. ***** was advised the account would be closed. However, the account
was not closed as intended.Kinetic has since
disconnected the account as of July 3, 2025. A refund of $59.91 for her June
**yment has been issued and should be available to her within 48-72 business
hours, depending on her financial institution's refund policy. An additional
$419.19 refund will be issued and mailed out within the next 30 days in the
form of a pre**id card. I have spoken with Ms. ******* *****, who has expressed
her satisfaction with this resolution and has been provided with my contact
information for any additional assistance.We apologize for the
inconvenience this situation has caused. Kinetic values Ms. *****’s business.
Please feel free to contact me if you need any further information.
**********
******* *******
******* ********* *********** **********
************ ** ********
CC:
******* *****
*** **** ** *** ***
********* ** *****Customer Answer
Date: 07/18/2025
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
Date:07/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I work from home and our Windstream Internet has went out every week for last 3 weeks and takes more than 2 days to get back on, this is costing me money and possibly my job, this last time it went out while I was working on a call on 07/02/25..did not come back on til afternoon of 07/04/25 and here it is again out on 07/06/25 morning...and Windstream does not careBusiness Response
Date: 07/18/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *****
********* **** * ********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ****
*****.
From the filings, we understand
that Ms. ***** have raised concerns regarding recent outages with the Kinetic
internet service and the timeline for repair.
With respect to
Kinetic's response, upon investigating our records, we found that Kinetic was
contacted on March 19, 2025, to report no internet connection. Ticket
*********** was created for the first available appointment on March 20, 2025;
however, the ticket was associated with an area outage, and the dispatch was
canceled so the outage could be addressed. The outage was attributed to a
software issue at the remote, which was resolved the same day.
On April 1,
2025, a new ticket, ***********, was created for no internet connection. Our
repair agent found that the service had been disrupted due to non-payment. Ms.
***** spoke with our Financial Service team, a payment was received, and
services were restored. Another ticket, ***********, was created on April 16,
2025, for no internet connection. The ticket was scheduled for dispatch on
April 17, 2025, but was again associated with an area outage, causing the
dispatch to be canceled. The outage was due to equipment issues at the DSLAM,
resolved by April 17, 2025, restoring services.
On July 2, 2025,
a ticket was created for no internet connection, associated with an area outage
caused by a cut cable impacting the DSLAM. Our contractors, Ledcor, were
engaged to make repairs, completed by July 7, 2025.
After receiving
this complaint on July 9, 2025, I contacted local area management to gather
more information on the outages. Our local area manager advised on July 11,
2025, that the area has been heavily targeted by thieves stealing copper
cables, causing recent outages. I reached Mrs. ***** today, July 18, 2025, to
ensure service was restored and informed her of the recent outage causes. I
adjusted $141.52 to her account, covering the June invoice in full due to
service outages experienced in recent months. I have provided my direct contact
information for any future questions or concerns.
We regret any
inconvenience these matters may have caused Ms. *****. We appreciated 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: ****** *****
**** ****** ****** **
*********** ** *****
************************Initial Complaint
Date:07/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 3rd at approximately 3 pm a Windstream technician in a bucket truck pulled up to pole where my Internet is connected and started doing something and my Internet went out at approximately 3:10 pm . The technician then got in his truck and left when I called Windstream to find out what was going on they stated that there was no reason for a technician to be in my neighborhood so I informed them that my Internet was fine until the technician messed with the pole. Now Windstream has informed me that I've got to wait until July 7th to have my Internet restored because of something they're technician did for no reason.Business Response
Date: 07/17/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *******
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ****** *******.From the filings, we
understand that the customer is inquiring issues he experienced with his
Kinetic internet service.With respect to Kinetic’s
response, records indicate a Kinetic technician accidentally damaged Mr. *******’s
service line by closing it in the FIAT enclosure when performing general
maintenance on the lines on July 3, 2025. Due to the holiday weekend, the first
available repair date was July7, 2025. This issue was resolved immediately after
the holiday. On July 11, 2025, Comcast cut the underground service line while
installing their service. Kinetic repaired and restored service to Mr. *******
on July 13, 2025. The account has been credited in the amount of 12.10 for the 7
days without service. I have confirmed satisfaction with Ms. ******* *******,
the account holder and provided her with my contact information if she needs
any additional assistance.We apologize for the
inconvenience of this situation. Kinetic appreciates Mr. and Ms. *******’s business. Please feel free to contact me
should you need any further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
******* *******
**** *** ****** ***
** ******* ** *****Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Kinetic was running a special that included a $200 visa gift card if you switched to their internet services. I was told that we would receive this gift card after 45 days of service. We switched to kinetic in March 2025. It is now July 2025 and we haven’t received this gift card.Business Response
Date: 07/16/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *******
********* **** * ********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ******
*******.
From the filings, we understand
that Mr. ******* has raised concerns regarding a $200 Reward card offer for new
Kinetic customers.
With respect to
Kinetic's response, I would like to provide clarification regarding our new
customer promotions, which can be viewed online at www.windstream.com. Kinetic
offers an up-to-$200 Reward Card for new customers signing up for fiber
internet plans. Specifically, customers who sign up for 1GB via fiber qualify
for a $100 Reward Card, while those opting for up to 2GB via fiber qualify for
a $200 Reward Card. The reward card offer requires that certain criteria be
met, including maintaining active service for 45 days post-installation and
having the account in good standing. Once these criteria are satisfied, an
email is sent to the customer for the redemption of the reward card.
On June 19,
2025, our records indicate that Mr. ******* engaged in an online chat with our
customer service team, expressing concerns about not receiving the Visa reward
card from the New Customer Offer. Initially, our agent advised the reward card
was not sent because the account was not in good standing. However, the agent acknowledged
that Mr. ******* had paid the past due amount and set up auto-pay, resulting in
a $0.00 balance. It was advised that our system checks the account status
twice, at 45- and 60-day post-installation, and since the account was now in
good standing, the reward card should be sent to Mr. ******* within 5-7 days.
Unfortunately, the information provided by our agent was not correct.
After receiving
the complaint on July 8, 2025, I conducted a thorough review of Mr. *******'s
account. Our records show that service was established for Mr. ******* at ****
***** ***** 1, *******, KY ***** on March 22, 2025. Mr. ******* has subscribed
to the up to 100MB internet plan via copper DSL with Kinetic. The up to 100Mb via
Copper DSL is the maximum speed available to his residence. This plan does not
qualify for the reward card offer; and the offer was not applied to his
installation order.
On the afternoon
of July 8, I attempted to contact Mr. ******* and left a voicemail with my
contact information. On July 10, 2025, I received a response from Ms. ********,
Mr. *******'s fiancé. I explained to Ms. ******** that the reward card offer is
specifically for new customers signing up for fiber internet service, and since
Mr. ******* subscribed to Copper DSL, his plan did not qualify for the offer. I
reviewed the chat Mr. ******* had with our agent on June 19, 2025, and
apologized for any misinformation provided. To address the confusion and
frustration caused by the reward card offer, I applied a $100 adjustment to the
account and an additional $59 to cover the current invoice balance. Mr. *******
and Ms. ******** have my direct contact information for any future questions or
concerns.
We regret any
inconvenience these matters may have caused Mr. *******. We appreciated his business,
and we thank him for his 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: ****** *******
**** ***** ***** 1
*******, KY *****Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been experiencing major internet issues since 6/17/2025. As of 7/1/2025, I have had three technicians out. Harvey did readings in the lines, then replaced my ONT box. Allen did readings in the lines and replaced my modem. Leon did readings from my modem, ONT box and the lines. All of the technicians were able to see that there are problems going on, but no one has bothered to fix my problem yet.
My Internet drops at least twice a day and it is extremely difficult to get back up once it goes down. All of Windstream is aware that I work from home and considering how long this has been going on, they know that I am likely to get fired because of the ongoing problem.
I strongly suspect that I have been lied to as well, as Leon informed me that the equipment needed to fix my issue will not be available for a week or two. However, despite that fact, they are sending another technician tomorrow, 7/2/2025, during the hours that they are aware that I am supposed to be working-- and they said this technician will need to come inside my house again to look at my ONT again.
I NEED TO HAVE my problem resolved before I end up losing my job.
I also believe I deserve to have a very large credit applied to my bill, considering how unreliable Kinetic by Windstream is and how they are incapable of fixing their problems in a reasonable, timely manner.Business Response
Date: 07/15/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ******
********* **** * ********
**** *** ********
This letter serves as confirmation of our receipt of the complaint filed by
****** ****** concerning her Kinetic service, as referenced above.Based on the filings, we
understand that Ms. ****** experienced issues with her internet service.
Regarding Kinetic's response, our records show that Ms. ****** initially
reported problems on June 17, 2025. Although she scheduled an appointment for
June 18, 2025, Ms. ****** canceled it via text, indicating that her service
issues had been resolved.She reported further trouble
on June 21, 2025, prompting Kinetic to resolve a splicing issue and replace her
ONT on June 23, 2025. Following these actions, all tests confirmed that her
service was functioning correctly, and the ticket was closed.We conducted a third visit
on June 24, 2025, during which we respliced her line at the slack box and
replaced her modem on June 25, 2025. Kinetic returned on June 30, 2025, and all
tests indicated no trouble with the service. A final visit took place on July
2, 2025, during which we verified all splices and cleared any additional
faults. Service tests confirmed that the internet was working properly, and
there have been no further reports of service issues since that date.As a gesture of goodwill,
Ms. ****** received a $23.00 adjustment to her account for the inconvenience.
We encourage her to reach out to us if she requires any further assistance.We apologize for the
inconvenience this situation has caused and appreciate Ms. ******’s continued
business. Please feel free to contact me if you need any further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
****** ******
*** * *** *
******* ** *****Initial Complaint
Date:07/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is regarding my mother, whom is 91 years of age with many medical needs.The most serious need is to have her home phone line open at all times. My mother has a pacemaker for her heart and this means that the phone must be open at all time in order for heart heart doctor to monitor heart through the phone line. this has put her in jeopardy because the phone line has been down for the past two weeks. we were told that the line would be up and running this past monday, the repairman came out, but did not do anything to repair anything to get the phone back in service. this all started two weeks ago when a repiar crew came out and put in the new fabric optics which cause the phone to go dead. we were told that a repairman would come on monday of this week, however nothing happen towards the remedy of thi bad cituation.. now the phone company is telling us that because of the 4th of july holiday there is nothing they can do until july 8th,2025 which is not acceptable. please we need we need for something to be done about this . also we would like to be compensated for time lost and the way that we have been treated even when we have made sure that the bill has always been paid on time. the billing number is ********* for ******** ***** at *** ***** ******** street ****** *******. this has gone just to far. please help us.
Thank YouBusiness Response
Date: 07/16/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* ******
********* **** * ********
**** *** ********
Thank you for your notice regarding the complaint filed by ******* ******
concerning his mother, ******* *****, and her Kinetic landline service.We understand that Mr.
****** raised concerns about issues with Ms. *****' phone service and the
process of obtaining a credit for the time her service was out. We are pleased
to inform you that Ms. *****' phone service issues were resolved on July 9,
2025, as planned. Her account has been credited for the period without service.Please note that Mr. ******
is not an authorized representative on Ms. *****' account, so we are unable to
disclose specific details to him. However, I have spoken directly with Ms.
*****, and she has confirmed her satisfaction with the resolution. She has been
informed of the adjustment made to her account.We apologize for any
inconvenience this situation may have caused and appreciate Ms. *****'
continued business. If you require any further information or assistance,
please don't hesitate to contact me.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
******* *****
*** S ******* St
******, GA *****
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