Had a horrible experience with Windstream beginning on Friday about 11am. Lost internet connection about 11am , between 11 and noon we called WS and they determined it was a high priority service call needed . My business is a pharmacy so we were unable to bill above 90% of the rxs that were dropped off , and receiving new Rxs via Escribe was also a no go. And accessing our ordering catalog or looking up any inventory question was not available. It comes close to crippling us 100% . Add in this being the first week of a new year with tons of people having insurance coverage changes it makes functionality impossible.
So they told us at noon Tech will be there by 5pm. At 3pm we called them back and told them we close at 6 , if possible it would be best if the tech arrive before 5 . At 4;55 we called WS again , no tech there , no internet for 5 hours . Their response was " a new service ticket has been issued for Monday by 5 pm " . I had my relief pharmacist tell them that was totally unacceptable , this outage was keeping people from getting their medication in a timely fashion. They also added the reason behind not fixing it that night on Friday " we are not issuing any Overtime for a service tech" . So that's the way Friday ended - they said they will attempt to get a tech out on Sat .
In the meantime I called a local IT / Laptop repair guy that does some work for me , he came out and determined my modem was fried and it has to be a WS modem not just any modem to replace it , and he would text a WS tech and get me a modem . Our hours on Sat are 9-1 , by 10am no Tech , nothing from anyone. so I called WS and this is where it got nasty and ugly . I told the guy my story , that I was left hanging yesterday , I'm a Pharmacy , people are not getting meds , this is highly urgent . He said he will call the Planning office or Planning Dept , placed me on hold , got back on the line and said " Sir a ticket has been issued - the date says MONDAY , but we HOPE a tech is able to make it out there today " .
My response was that was unacceptable to me , I needed a certain answer that would be addressed today . He pretty much told me " I've done all I can , Its out of my hands " I requested a superior and he told me " there is no other person to speak to" I told him if I don't get someone else to talk to or a better response I will leave WS . His response was something to the effect of " Do what you have to do" .
So at 1030 or so the tech and my local IT showed up , replaced the modem and all was fixed . But WS's attitude towards this business account was shocking. They were totally uncaring about fixing the issue in a timely fashion.
I'm looking into my options for internet service next week .