Hello,

I live in Inman, South Carolina (29349) and have been with Windstream for over 8 years. For the past several years, I have been told by numerous representatives that my area was scheduled for an upgrade and I would be getting much better speeds than the 3 Mbps I have currently but when I asked when exactly the upgrade was supposed to occur, the best answer I would get is "soon".

In December 2013, I was told that I would definitely get upgraded by the end of 2014 but no further information was available. The representative told me to call back in January for more information.

I called back in January 2014 and was told that the databases were still being updated and no new information was available but I should call back each month to keep checking. I called back in February but no further information was available.

Then I called back in March 2014 and the representative I spoke with had a lot of answers. She said that my connection was still on the old copper wiring and it would be upgraded to fiber, which offers much more consistent and stable connection speeds. More importantly, she promised me three things:
+ I was definitely getting an upgrade before the end of 2014
+ I would definitely be upgraded from 3.0 mbps to 24.0 mbps
+ And I would not see an increase in my monthly bill as part of Windstream's price for life guarantee.

I was happy with the news and did not call Windstream back in April but in May 2014, I began having some extreme problems with my internet speeds. They had been bad before but the new speeds were as low as 0.07 mbps. I can provide charts from speedtest.net upon request if required.

I called Windstream about the problems and asked about the upgrade again. The representative I spoke with told me that he had no way of knowing when or even if my area was being upgraded in 2014. The problems persisted and I called Windstream back several times afterward to speak with someone in the Broadband Performance Group (800) 347-1991 and was connected to various customer service representatives, a Supervisor and a local technician, many of whom said that they would call me back but never did. The last person to say he would call me back was the local technician and he said it would take a couple of days to get the answers I wanted. That was May 14th 2014 and I still haven't heard back from him or anyone else.

So if a Windstream representative had so many answers for me back in March 2014, how is it that nobody seems to have any answers now? Whenever I ask about the upgrade, I am instead given the speech about how internet usage has grown over the years and how Windstream is working as fast as they can to meet customer needs. I am constantly being told how valued I am as a customer, but how am I supposed to feel valued if I keep getting read responses from the same script?

Please just give me some straight answers to my questions:

1. Will I be getting the upgrade in 2014?
2. Will I be getting 24 Mbps? (My home is approximately 4500 ft. from the current box. (Is the box she mentioned the DSLAM?))
3. Am I guaranteed to receive the new speeds at the same price?

Getting an answer for all three questions would be wonderful if it confirms what I was told in March but at this point, I would just be happy if one question could be answered if nothing else... Will I be getting an upgrade before the end of 2014?

Thanks for your time on this matter and helping get answers to the questions I have listed.