ComplaintsforKinetic

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a small subdivision with about 15 houses. About 10 houses lost internet on Thursday 10/17/24. I called Windstream and at first they said there was no problem but after several houses called they finally said Ok we see an outage and it will be back on Monday 10/21/24. Monday came and went and no internet. Several of us called again and now we are being told maybe November??? I work from home and this is unacceptable. It's been 5 days and now Windstream won't give anyone the time of day. We keep getting different answers on when internet will be back up. I have never dealt with a company that has such terrible tech support. I need to be able to work to put food on my table. I'm out of options so I came here. I pay a lot of money for internet since they are the only provider in our area and they know this which is why they can put us on the back burner and service customers first that have the option to switch. They know we don't have that option so they take advantage of that and tell us we have to go without service for weeks until it's fixed. Completely unacceptable since a lot of us rely on internet to work from home.

  

  Business response

  10/24/2024

  ******* *** **** ****** ******** ****** ** ********* **** ***** ******** *** ****** ***** ** ***** ***     ***** *********            ********* **** ******** **** ****** ********  
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** *********.
  
  From the filings, we understand that Mr. ********* was inquiring about an internet service outage associated with account telephone number ************.
  
  With respect to Kinetic’s response, on October 17, 2024, Mr. ********* contacted Kinetic to report the internet service was out. At this time, service ticket 09439612 was opened and scheduled for a technician dispatch.  On October 18, 2024, the dispatch was cancelled as it was referred to an area issue which was a cut cable.  An email update was sent to Mr. ********* the same day.
  
  On October 22, 2024, Ms. ********* contacted Kinetic for an update.  Ms. ********* mentioned that Spectrum was installing lines in their area and likely hit Kinetic’s internet line, causing the outage. After speaking with 2 agents, the issue was escalated to be resolved as soon as possible.
  
  On October 23, 2024, Mr. ********* sent an email to Kinetic’s CEO regarding the service outage. At that time,  I requested an update from the local area and construction team. I contacted Mr. ********* via email to advise a crew was going to be out that day to repair the cable.  The same evening, Mr. ********* confirmed his service was working as the cable was confirmed to be repaired.
  
  As of October 24, 2024, I issued a credit for the time reported out of $15.00 and advised Mr. ********* via email.
  .
  We regret the inconvenience this may have caused Mr. *********. Kinetic appreciates his business and looks forward to providing an optimum experience going forward. 
  
  Sincerely,
  ****** **** ********* *********** ********** ** ************ * *************
  *** ********************************
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my service and paid all out standing dues and fees with this company 5-6 months ago, and haven’t even lived at the address where I had service with them in 7 months. I just received an email billing me for $100.00. I’ve received ones in the past for $0.00, and I called once to verify I owed them nothing, and they agreed that I did not in fact owe any outstanding balances. I really just want them to leave me alone and quit emailing me. I’ll NEVER use their internet again if I have any option not to. The service is terrible, and the bill climbed 3.00 or so every couple months. I’m gonna refuse to pay this bill, and am filing this complaint as record with you guys that this company operates sloppily.

  

  Business response

  10/24/2024

  ******* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ***** **** ********* **** **** *** ********
  This letter acknowledges our receipt of the notice of the complaint filed by Mr. ***** ****.
  
  From the filings, we understand that Mr. **** had concerns regarding the Kinetic by Windstream billing after service was disconnected.
  
  With respect to Kinetic's response, upon investigating, our records indicate that Mr. **** contacted Kinetic by Windstream on Saturday, April 6, 2024, to disconnect his service. Order ************* was placed, and the service was disconnected effective the next business day, Monday, April 8, 2024. A modem return package was requested on the disconnection order, and our records show that the package shipped on April 18, 2024, and was delivered to **** **********, ****, GA ***** via FedEx on April 22, 2024.
  
  Upon disconnection, if a customer is renting equipment from Kinetic by Windstream, a modem return kit, which includes a pre-paid postage label, is mailed to the customer. This process typically takes 1-2 weeks from the time the service is disconnected. Once received, customers have 30 business days to return the modem, or a non-returned equipment fee of $100 is applied.
  
  Our records indicate Mr. **** spoke with our Financial Service team on June 12, 2024, and was advised that the account was at a zero balance. However, this was because the non-returned equipment fee had not been applied yet. The June 12, 2024, invoice showed a credit of $0.07, and the July 12, 2024, invoice showed a $0 balance. On July 18, 2024, an audit was conducted, and it was found that the modem return had not been received and scanned at the warehouse. The $100 non-returned equipment fee was applied to Mr. ****’s account. As a result, an invoice generated on August 13, 2024, showed a balance owed of $100.
  
  After receiving this inquiry, I attempted to contact Mr. **** and was able to reach him by email. I provided this information to him, and Mr. **** advised he was unsure if the return label had been received and did not know where the modem was to return it. Mr. **** mentioned that he thought he had paid a deposit when the service was established, which he believed would cover the fee if it was billed. Reviewing our records, I did not find any deposit made when the service was established.
  
  Our records indicate the $100 non-returned equipment fee was written off on October 17, 2024, but had not been sent to collections. I coordinated with our Financial Service team and requested the $100 balance be recalled and waived in full as a courtesy, which was completed on October 21, 2024. The account is now at a zero balance, and nothing is owed. Mr. **** has my direct contact information should he have any questions or concerns in the future.
  
  We regret any inconvenience these matters may have caused Mr. ****. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you have any additional questions or concerns.
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  CC:         ***** ****
               **** **********
               ****, GA *****

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted the business on 6 separate occasions. 5 by live chat on their website and a customer service call. I lost internet connection due to the Helene. I waited 3-4 days to request a technician come reinstall the service as the line was ripped from house. I have been scheduled for a technician to come 3-4 times and the technician visit keeps getting cancelled as Windstream Kinetic states it is fixed when they do an outage repair. I paid my monthly which covers service to 10/15/2024 and owe nothing but I can’t get anyone to understand that I still don’t have service and won’t have service until a technician comes to install a new line. I either need my money back for half month of service and disconnect from the business or someone needs to understand I need a new line and box for the internet to be considered fixed at my home.

  

  Business response

  10/25/2024

  ******* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ***** ****** ********* **** ********* **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** ******.
  
  From the filings, we understand that miss ****** has raised concerns regarding her kinetic by Windstream Internet being out of service and the timeline for repair.
  
  With respect to Kinetic's response, upon investigating the situation, our records indicate the following timeline of events: On September 30th, Ms. ****** reported no internet connection to our Technical Support team, mentioning that the modem and line were damaged. A ticket was created with an original commitment date of October 1, 2024; however, the ticket was associated to a broader area outage caused by storm damage from Helene, which led to multiple remotes losing commercial power. Consequently, the dispatch on the ticket was canceled to address the outage. Unfortunately, when the outage was resolved, the associated tickets were closed by the automated system.

  On October 4th, Ms. ***** contacted our technical support again, and after testing, it was determined that the modem was faulty. A replacement modem was shipped and per FedEx tracking delivered on October 9, 2024.

  During the shipping of the replacement modem our records indicate on October 5th, a new ticket was created for no internet connection, with a commitment date of October 17th. On October 8th, the ticket was associated with another area outage, leading to the dispatch being canceled again. The ticket was removed from the common cause on October 10th and scheduled for dispatch. On October 11th, our records indicate a notification to cancel the ticket was received, and the cancellation was completed.

  On October 15th, a new ticket was created, but a text notification was received stating the service was restored on October 16th, and the ticket was closed. After receiving this inquiry on October 16th, I attempted to contact Ms. ******. Our records indicated that service had been restored. I left a voicemail with my contact information, however, have received no response to the message left. Understanding that it may be difficult to answer calls during working hours, I followed up today via email with the above information.

  Our records show that Ms. ****** spoke with our customer service team on October 14th, and an out-of-service credit request was submitted. A credit of $45.51 was applied to the October 18, 2024, invoice, making the balance owed for November 6, 2024, $46.39. Due to the multiple tickets and delays, I have adjusted the remaining balance of $46.39 in full, so nothing is due on November 6th. I’ve provided my direct contact information to Ms. ****** should she have any additional questions or concerns 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 ********** ********* ** ********* ********** ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***         ***** ******              **** *** ***** ***              ********* ** *****

  Customer response

  10/25/2024

  
  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

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  September 12, 2024 my account was disconnected due to lack of payment, there was a confusion in auto pay and me receiving a new debit card. Made a $150 payment to get service restored and set up a plan of every two weeks on Friday they would auto draft an additional $150 to get account caught back up. Last payment was made September 27, 2024. I get home yesterday October 9, 2024 and my account is disconnected again, not even made the two weeks yet, they told me I had to pay 107.31 to get account restored, so I made payment, they tell me my service will be restored in 1-4 hours at 5:30 pm on October 9,2024. It’s 7:15am October 10,2024 and service still isn’t restored. They’re now telling me my account was permanently disconnected with no letter in mail, email, or phone calls. And I have to schedule reconnection with an additional 217$ payment. And that yesterday was told to me incorrectly on their end. I was on a payment plan getting this squared back up and now this? They’re giving me the run around and just transferring my call amongst several people.

  

  Business response

  10/24/2024

  ******* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ****** ******* ********* **** * ******** **** *** ********
  
  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 his kinetic by Windstream service being disconnected after payment arrangements were made..
  
  With respect to Kinetic's response, upon investigating this matter with our Financial Service team, we found that the agent who assisted Mr. ******* on September 12, 2024, did not fully submit the payment arrangement in the system. Due to this error, the disconnection process on his account continued, resulting in the service being permanently disconnected on October 9, 2024. The agent’s supervisor has addressed this issue to ensure this oversight does not occur again.
  As a result of the oversight, our Financial Service team has waived the remaining balance of $217.73 in full, so nothing is owed. This adjustment was completed on October 21, 2024.

  I attempted to contact Mr. ******* via phone this afternoon and left a voicemail with this information, in addition to emailing him. In my email, I advised Mr. ******* that since the account was permanently disconnected on October 9, 2024, a new installation order would be needed to restore service and asked him to contact me so I may assist. Mr. ******* responded to my email, advising that he does not wish to restart services and appreciates the adjustment.

  I am coordinating with our warehouse to have a modem return kit sent to Mr. ******* and will continue to provide updates to him regarding the shipment as more information becomes available. Mr. ******* has my direct contact information should he have any additional 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 have any additional questions or concerns.
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:        ****** *******              **** * ***** **** **              ********** ** *****

  
  

  Customer response

  10/24/2024

  
  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

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service went out sept 16. Call placed sept 22 for service. Tech came sept 27. Had service for less than 12 hours. Call placed again 9/30 because problem not taken care of. New ticket given by kinetic windstream instead of same ticket. New tech supposed to come 10/11. At which point I will have been out of service almost a full month. Meanwhile I got a bill for the month. I've tried to contact windstream via their app. No help, they just keep trying to give me a new ticket. I'm being billed for services not given for the month. And...my internet service is still out. There is no outage in my area on the service map. Just me

  

  Business response

  10/16/2024

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

  According to the filings, Ms. ****** has raised concerns regarding issues with her Kinetic internet service. Our records indicate that she initially reported problems on September 21, 2024. In response, Kinetic dispatched a technician to her home on September 27, 2024, who located and repaired an issue on the cable 1900 feet from her home. The service was restored and confirmed with Ms. ******, and the ticket was subsequently closed as resolved.

  However, Ms. ****** contacted Kinetic again on September 29, 2024, reporting that her internet service was out once more. A technician was dispatched to her home on October 8, 2024, and an issue with the cable 700 feet from the service pole was identified and repaired. We have not received any further reports of service issues from Ms. ****** since this date.

  Kinetic has attempted to contact Ms. ****** via phone, email, and text to address her concerns, but these attempts have been unsuccessful. She has been provided with my contact information should she need any additional assistance. Her account has been credited $38.80 for the recorded time her service was out, covering the periods from September 21, 2024, to September 27, 2024, and from September 29, 2024, to October 8, 2024.

  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.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ****** ****** **** ***** **** ** *********** ** *****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet outage for 7days with no evident efforts towards restoration and no time frame given. I cannot reach any representatives from the company; each time I am close, the line hangs up on me.

  

  Business response

  10/16/2024

  ******* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         **** ****** ********* **** ********* **** *** ********
  
  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 his Kinetic by Windstream internet being out of service and the timeline for repair.  
  
  With respect to Kinetic's response, Upon investigating, our records indicate that Mr. ****** contacted Kinetic by Windstream on October 4, 2024, to report that his internet was not working. A ticket was created with the original commitment date of October 5, 2024. However, the ticket was associated with an area outage caused by a transport fiber cut and storm damage from Hurricane Helene. As a result, the dispatch was canceled to address the broader outage. The necessary repairs were made, and services for our impacted customers were restored by October 7, 2024.

  I spoke with Mr. ****** yesterday and confirmed that his service was restored. I apologized for the confusion and frustration caused. An adjustment of $30.81 has been applied to his account for the out-of-service period. Mr. ****** has my direct contact information should he have any questions or concerns in the future.

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

  
  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a current customer of Windstream/Kinetic as they provide my phone and internet service at the *** **** ****** Rd, ********, ** address. For some reason, customers in my neighborhood has been without phone and internet service for quite awhile. My service as been out since September 13, 2024. Residents in the area call multiple times a week to try and find out the issue with our service, but do not get any answers. There is no one locally to speak to and all communication is via an 800 number or the company referring you to the Chat line (which you cannot do because there is no internet service). I initiated a Chat via Go Kinetic from Atlanta, ** during the week of September 15th. I advised the person that my service was out and had been out for three weeks. The person asked if there is a dial tone, I said no, there is no service. After being transferred to about three parties during the chat, we agreed to have a technician come to the house and assess the problem. I did tell the person that I'm not the only home without service that none of the homes in my neighborhood had service. We scheduled the appointment for October 1, 2024 for 11:00 AM to 2:00 pm. I drove 300 miles from Atlanta to be at the home but no one showed up or text or call or email me that the service call was cancelled. There had been no communication on the reason the service was out since my service has been out. The problem is now exe acerbated due to Hurricane Helene impacted the area of Charlton County and surrounding areas. However, my service had been out almost three weeks prior to the hurricane touching down. All I'm requesting is open communication as to the reason for no service, the problem corrected and a refund for the days I was without. This should be done for all residents living in the neighborhood as well. My 85-year old Aunt live next door to me. She needs her phone service in case of an emergency. The firm needs better customer service reps.

  

  Business response

  10/11/2024

  ******* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ********* **** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by.
  
  From the filings, we understand that.
  With respect to Kinetic's interim response, upon investi**ting, our records indicate that Mr. **** contacted Kinetic by Windstream on September 24, 2024, to report no dial tone or internet service. A ticket was created and linked to an area outage that had been reported on September 14, 2024, which was caused by a damaged cable. Our technician dispatched on September 16, 2024, determined they were not able to repair or place a temporary cable due to the location. Consequently, a cable maintenance repair (CMR) request was submitted to our engineering team. This CMR was approved, and our construction team was en**ged to complete the repairs with an estimated completion date of October 4, 2024. 
  After receiving this inquiry, I coordinated with our local field operations and was advised that repairs have been delayed due to weather conditions and Hurricane Helene. I spoke with Mr. **** on October 8, 2024, and provided this information and applied an adjustment of $117 to his account, covering a full month of service. I informed him that I would further adjust the account once services have been fully restored. 
  
  Our crew dispatched the morning of October 9, 2024, to work on the repairs, but due to storms from Hurricane Milton impacting the area, it was advised that repairs will resume once the weather stabilizes. I left a voicemail for Mr. **** with this update. I will continue to provide updates as more information becomes available or by October 15, 2024. 
  
  We regret any inconvenience these matters may have caused Mr. ****. We appreciate his 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

  10/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22374353, and find that this resolution is satisfactory to me.  However, I'm not happy that I had to resort to filing a complaint with the BBB to find out what was going on with my service.  The business should have been up front with it's customers and advised them of the issue and an approximate date when service would be restored.  I'm accepting the Business response, but I am not at the home to verify that service has been restored.  
  
  Sincerely,
  
  Michael ****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved from *** ****** Road, **** ** ***** in August to a new address. I canceled my service with Windstream the week prior to the move, but they continue to bill me for service. I have been billed for August, and now again September. I have requested to return my equipment on 3 occasions, and have still received no return box for the modem, now 2 moths later. We have not lived at this address since the 3rd week in August and I am still being billed.

  

  Business response

  10/11/2024

  ******* *** ****          ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ****** ********* ********* **** * ********
  
  Dear Ms. Hancock,
  
  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 the cancellation of his Kinetic service.

  With respect to Kinetic’s response, records indicate that Ms. **** ********* contacted Kinetic on August 22, 2024, advising she was moving from her current location to a new home and would like to move the service. She was advised at that time that she was not an authorized agent on Mr. *********’s account and that we would need to speak with Mr. ********* to move or cancel the service. She advised Kinetic that she was divorced from Mr. ********* for 8 years and has no contact with him. She was advised she would need to open an account at the new location in her name. **** ********* filed a BBB complaint of her own in September 2024, Complaint ID:********, about the new account she opened, at which time I also spoke with her about Mr. *********’s account, and advised her, as well, that we would need to speak with Mr. ********* to cancel his account. Kinetic has attempted to contact Mr. ********* about his account via the contact number provided on this complaint, with no success. All other forms of contact on Mr. *********’s account belong to **** *********, who is not an authorized agent.

  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,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  ****** *********
  *** ****** Rd
  **** ** *****

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had nothing but problems with the internet from the day it was hooked up 4 years ago, unfortunately Windstream is the only provider where I live. Internet constantly is dropping service and is slow. They have ran a new line from the pole to the house and still have the same issues. Recently, they have installed fiber, which has been a battle to actually get since it's "someone else that does that step". We have been waiting weeks since the order was out in just for the guy now to say it's again, someone else that does that. Customer service won't allow me to talk to a supervisor, says they can't help. Why am I paying $101 / month for crappy service!? I also have a child that homeschools and Windstream doesn't care.

  

  Business response

  10/11/2024

  ******* *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ***** ***** ********* **** ********* **** *** ********
  
  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 connectivity issues with the Kinetic internet service and a delay in upgrading to fiber.
  
  With respect to Kinetic's response, Ms. ***** is currently subscribed to the up to 25MB range speed with Kinetic. On September 18, 2024, service order *************** was placed to upgrade her service from the up to 25MB copper DSL to the up to 300MB fiber service, with a commitment date of September 23, 2024. Our technician dispatched on September 23, 2024, found that there was no light on the fiber facilities, preventing the completion of the upgrade. The order was rescheduled for October 2, 2024, but again, the technician found no light on the fiber facilities. Consequently, the order was placed in held status and referred to our engineering team.

  After receiving this inquiry, I coordinated with our engineering and local area management teams to gather more information. On October 9, 2024, the necessary repairs were made to the fiber cable, and Ms. *****’s order was released from held status with a new commitment date of October 12, 2024. I spoke with Ms. ***** on October 10, 2024, to inform her of the appointment and the cause of the delay. A follow-up is scheduled with Ms. ***** on Monday, October 14, 2024.

  Additionally, Ms. ***** and I reviewed her billing, and changes were made to align her with our newer pricing structure. Her monthly billing should now be approximately $68-$69. I have provided Ms. ***** with my direct contact information and will continue to assist her with any questions or concerns going forward.

  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 have any additional questions or concerns.

  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***         ***** *****              **** **** **              *********** ** *****

  
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called 9-25 about my internet not working. They scheduled an appointment for 10-2 for someone to come out. Kinetic canceled my appointment, I called tonight to see why and they didn't give me a good reason and then told me that no one would be out until NEXT week on 10-8 that will make ANOTHER week I am without internet and can not work at no fault of my own. I spoke with a "supervisor" that was no help and told me there were no more available options to me even through you guys canceled my appointment.

  

  Business response

  10/11/2024

  ******* *** ****          ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******* * ********* **** * ********
  
  This letter acknowledges receipt of the notice of the complaint filed by ******* J., as identified above.

  From the filings, we understand that the customer experienced issues with her Kinetic internet service.

  Regarding Kinetic’s response, records indicate that the customer initially reported issues with her Kinetic internet on September 24, 2024. Kinetic support dispatched a technician to her home on October 2, 2024. In the interim, Georgia was hit by named storm Hellene, which impacted over 2,000 DSLAMs and 88,000 customers. The customer's DSLAM was one of those affected. This DSLAM outage resulted in the customer’s ticket being referred to a common cause area-outage. Once the outage was resolved, the customer's ticket was dispatched to a technician to troubleshoot her initial issue, which was determined to be a bad pin in the serving remote. This pin was replaced, and the service was restored on October 8, 2024.

  I have spoken with the customer to confirm that the service has been working since this date with no further interruptions. She has been provided with my contact information for any additional assistance. The account has been credited $47.58 for her time out of service.

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