Windstream DSL Service Sucks

[3***@gmail.com]

Some of you may have seen my posts over the last year or year and a
half about the BBS I run, but I have to tell you that since Alltel
merged into Windstream Communications, it has given us nothing but
problems. Unfortunately for us, it's the only broadband ISP in the
area, but I must warn any one that has multiple options in broadband
service to stay clear of windstream at all costs.

In the last month, we've had so many problems with windstream going up
and down, kicking off our users and changing our IP address (dynamic
ip unfortunately, static ips in this area are more than we can afford)
that it isn't even funny.

It's probably OK as just an average or below average internet service,
if you don't run any servers or anything, but if you want to run a
BBS, ftp, e-mail, or web server, it's almost impossible to do so.

I've e-mailed windstream through their webforms several times since
early 07, and they have not answered even one question.

When we've had long downtime (not too often) and have called them in
the past, they usually tell us that their service is up and running
and can't understand why it's not working, they give us the run around
about checking all the connections, dsl filters, and you have to go
through about 30 minutes worth of bologna, and not even once was the
problem on my end. I've talked to neighbors that have the same
provider, and when I'm down, they're down as well.

Anyway, after they get about 300 complaints for many different
callers, they finally realize that the problems are on their end, and
they have to eventually send a tech out to fix the problems in the
area.

I really do hope that windstream is able to get their "stuff" together
but have heard that they're just making excuses and deflecting the
blame to others.

[Corey]

To: 3x3eyes
Re: Windstream DSL Service Sucks
By: 3x3eyes to alt.bbs.majorbbs on Fri May 04 2007 01:47 pm

Post by 3***@gmail.com
Some of you may have seen my posts over the last year or year and a
half about the BBS I run, but I have to tell you that since Alltel
merged into Windstream Communications, it has given us nothing but
problems. Unfortunately for us, it's the only broadband ISP in the
area, but I must warn any one that has multiple options in broadband
service to stay clear of windstream at all costs.
In the last month, we've had so many problems with windstream going up
and down, kicking off our users and changing our IP address (dynamic
ip unfortunately, static ips in this area are more than we can afford)
that it isn't even funny.
It's probably OK as just an average or below average internet service,
if you don't run any servers or anything, but if you want to run a
BBS, ftp, e-mail, or web server, it's almost impossible to do so.
I've e-mailed windstream through their webforms several times since
early 07, and they have not answered even one question.
When we've had long downtime (not too often) and have called them in
the past, they usually tell us that their service is up and running
and can't understand why it's not working, they give us the run around
about checking all the connections, dsl filters, and you have to go
through about 30 minutes worth of bologna, and not even once was the
problem on my end. I've talked to neighbors that have the same
provider, and when I'm down, they're down as well.
Anyway, after they get about 300 complaints for many different
callers, they finally realize that the problems are on their end, and
they have to eventually send a tech out to fix the problems in the
area.
I really do hope that windstream is able to get their "stuff" together
but have heard that they're just making excuses and deflecting the
blame to others.

buy a router with a dns resolver built into it.
I have a netgear and use dyndns.org and it watches the ip and updates me as the
isp does.

[3***@gmail.com]

That's not the problem. I have dynamic dns updating software, but I'm
connected to DMA servers now. DMA won't take a dynamic ip name, only a
real IP. So, when the IP changes, we get cut off until the person
running the DMA server fixes it. Yesterday, we had two incidents where
the IP changed twice. Today, atleast one.

I know there isn't a whole lot you can do about it, but geez, give me
atleast three days before you change my IP. These aren't even storm or
surge related ip changes. It's also kicked off several people while
they have been online. Usually what tells me to suspect the problem is
that all the callers on-line at the time will get kicked and then I'll
notice worldlink is also gone.

We put battery backup on the router and modem last year to keep this
from happening through power and storm surges, but it only vaguely
helped - as windstream went down with those surges too, even when my
stuff didn't. So, there's another IP change and user/worldlink
disconnect.

Post by Corey
To: 3x3eyes
Re: Windstream DSL Service Sucks
By: 3x3eyes to alt.bbs.majorbbs on Fri May 04 2007 01:47 pm
buy a router with a dns resolver built into it.
I have a netgear and use dyndns.org and it watches the ip and updates me as the
isp does.

[3***@gmail.com]

I'll also tell you another thing we've had to go through several times
in the past. Like I said, the service doesn't usually go down for
extended periods of time. It's either instant or for 20 mins etc, but
a few times, it has went down for 4, 6, 8 hours or more.

We'll contact customer service and wait for them to contact us back,
and they'll call be 12 or 24 hours later, after they've fixed the
problem, and say "We don't see a problem - you're logged in right
now," which really kind of ticks me off, because I believe they just
like ignoring your complaints until they have the problem fixed and
then they just like to mess with you. "Oh, there ain't no problem."

[w_tom]

Post by 3***@gmail.com
I'll also tell you another thing we've had to go through several times
in the past. Like I said, the service doesn't usually go down for
extended periods of time. It's either instant or for 20 mins etc, but
a few times, it has went down for 4, 6, 8 hours or more.
We'll contact customer service and wait for them to contact us back,
and they'll call be 12 or 24 hours later, after they've fixed the
problem, and say "We don't see a problem - you're logged in right
now," which really kind of ticks me off, because I believe they just
like ignoring your complaints until they have the problem fixed and
then they just like to mess with you. "Oh, there ain't no problem."

Now let's deal with a problem common to so many DSL providers.
Customer support has no technical knowledge. They have a checklist to
perform. But if your broken wire creates low signal, then that
checklist may report your system as just fine because it works
sometimes. Furthermore, customer support people are rumored to get
bonuses when they don't 'roll a truck'. They may say anything just
so the necessary lineman is dispatched by someone else. But an
intermittent wire can be fixed only by a truck roll.

What you have posted only says a problem exists. Everything remains
unknown. You must define everything as 'definitively good' or
'definitively bad'. That cannot be determined by simple Go-Nogo
testing nor by part swapping.

We start an analysis by breaking the problem done into parts. So
we start at Level one - hardware integrity. Then we break hardware
into sections. Is a problem before or after the modem? Not maybe.
Everything must be answered definitively yes or no. Any minimally
acceptable modem provides numbers to do just that. Modem talks to
their DSLAM via a radio wave. How strong is that signal? Is this
number on their checklist? From a modem status page, somewhere must
be numbers for signal strength or 'signal to noise' ratio measured in
dBs. What are those numbers? And what are those numbers when
connection is maintained AND when connection is lost?

Those noise reducers or battery backup? Wasted money. Is your
modem plugged directly into a properly wired three prong outlet? Yes,
that third prong ground wire must be properly connected all back to
mains breaker box.

Meanwhile, go outside or downstairs. Trace every grounding wire
from telephone Network Interface Device (NID) and from breaker box.
What are each connected to where, how, etc? This done now so that
future questions may be expedited.

[3***@gmail.com]

As stated, the problems don't just occur on my side. When the problems
occur, it's everyone in the neighborhood and two cities that are out.
A friend of mine actually had the phone company come out (same
provider) and they replaced his phone lines, and the problems still
existed.

I do not know exactly where the dsl feed is coming from, nor how far
away it is, but know the general direction of where it's coming from,
and there are people that successfully have the same DSL service
several thousand more feet from the dsl feed than I am.

When I say successful, I'm not saying they have better service, but
probably just general service. They are people that may log on and
check their email or surf the web once a day or so. They are not
people that would notice the ISP going down for a couple seconds or
even a couple minutes, just enough to change the dynamic IP address,
unless they timed their web activity perfectly.

Unfortunately for someone who runs a BBS, I know it, because it messes
up my DMA feed as well as my worldlink connection. Even someone that
logs on the net frequently, it probably wouldn't bother, unless it was
down for prolonged periods of time. So many programs have programs
that'll re-connect and continue a download and such that they may not
notice it, unless they were right in front of their pcs at the time.

Post by w_tom

Post by 3***@gmail.com
I'll also tell you another thing we've had to go through several times
in the past. Like I said, the service doesn't usually go down for
extended periods of time. It's either instant or for 20 mins etc, but
a few times, it has went down for 4, 6, 8 hours or more.
We'll contact customer service and wait for them to contact us back,
and they'll call be 12 or 24 hours later, after they've fixed the
problem, and say "We don't see a problem - you're logged in right
now," which really kind of ticks me off, because I believe they just
like ignoring your complaints until they have the problem fixed and
then they just like to mess with you. "Oh, there ain't no problem."

Now let's deal with a problem common to so many DSL providers.
Customer support has no technical knowledge. They have a checklist to
perform. But if your broken wire creates low signal, then that
checklist may report your system as just fine because it works
sometimes. Furthermore, customer support people are rumored to get
bonuses when they don't 'roll a truck'. They may say anything just
so the necessary lineman is dispatched by someone else. But an
intermittent wire can be fixed only by a truck roll.
What you have posted only says a problem exists. Everything remains
unknown. You must define everything as 'definitively good' or
'definitively bad'. That cannot be determined by simple Go-Nogo
testing nor by part swapping.
We start an analysis by breaking the problem done into parts. So
we start at Level one - hardware integrity. Then we break hardware
into sections. Is a problem before or after the modem? Not maybe.
Everything must be answered definitively yes or no. Any minimally
acceptable modem provides numbers to do just that. Modem talks to
their DSLAM via a radio wave. How strong is that signal? Is this
number on their checklist? From a modem status page, somewhere must
be numbers for signal strength or 'signal to noise' ratio measured in
dBs. What are those numbers? And what are those numbers when
connection is maintained AND when connection is lost?
Those noise reducers or battery backup? Wasted money. Is your
modem plugged directly into a properly wired three prong outlet? Yes,
that third prong ground wire must be properly connected all back to
mains breaker box.
Meanwhile, go outside or downstairs. Trace every grounding wire
from telephone Network Interface Device (NID) and from breaker box.
What are each connected to where, how, etc? This done now so that
future questions may be expedited.

[w_tom]

Post by 3***@gmail.com
As stated, the problems don't just occur on my side. When the problems
occur, it's everyone in the neighborhood and two cities that are out.
A friend of mine actually had the phone company come out (same
provider) and they replaced his phone lines, and the problems still
existed.

Earlier post implied problems were unique to your line. The way I
read it now, when everyone is down, the ISP says everything is OK from
their end.

Why is that creating a problem? Because your IP address is
dynamic. Solution is to obtain what the application apparently wants
- a static IP address. Generally this costs more money. But your
application needs a static IP.

You should know where your DSL enters your building - where those
wires go - if reliable service is necessary. Some run a dedicated
phone wire from the DSL modem directly to the NID (box where telco
wires join your wires). You are responsible for everything on your
side of the NID. Knowing what you have - a known, clean, and
dedicated DSL wire - eliminates that as an excuse to blame your wire
for failures.

But again, your problem is only aggrevated by periodic DSL cutoffs.
Your IP is dynamic - keeps changing - when the application wants a
static IP.

[3***@gmail.com]

Post by w_tom
Earlier post implied problems were unique to your line. The way I
read it now, when everyone is down, the ISP says everything is OK from
their end.
Why is that creating a problem? Because your IP address is
dynamic. Solution is to obtain what the application apparently wants
- a static IP address. Generally this costs more money. But your
application needs a static IP.

Unfortunately, you are probably correct, but our non-profit bbs
doesn't have a budget for static ip currently ($35 more per month) -
the BBS can still do most of its functions properly with out a static,
but its major drawbacks have been not able to properly get newsfeeds
pushed onto my server in the past, as well as the dma thing.

All of these things could be changed on the application side of things
easily, if not for vircom not supporting the DMA software since around
1996. They want to rid their hands of a dead market, in their own
words, but yet still will sell you an old version for $600, with no
support or updates.

In the 90s, I suppose any BBSes on the net (not just uucp mail and
fidonet) probably used a static ip address, but now days, things have
changed. The times have changed. Just a select few things have messed
us up.

**Windstream just went down right before I was done with this message,
with a static ip change again.**

The good news is that we're going to be putting in new lines when we
move the servers to a new office coming weeks, if these wildfires
don't take us out first.

[3***@gmail.com]

that is dynamic ip change, not static

Post by 3***@gmail.com
**Windstream just went down right before I was done with this message,
with a static ip change again.**

[w_tom]

Post by 3***@gmail.com
Unfortunately, you are probably correct, but our non-profit bbs
doesn't have a budget for static ip currently ($35 more per month) -
the BBS can still do most of its functions properly with out a static,
but its major drawbacks have been not able to properly get newsfeeds
pushed onto my server in the past, as well as the dma thing.

Still remaining are other tasks. For example, what is the signal
strength as displayed on a Status page from the modem? That real time
monitoring provides numbers when connection is stable and during times
that signal is lost. Without numbers, few can do anything but wildly
speculate. That number is especially critical.

You could have a working connection and yet signal is still woefully
low.

Maybe everyone in the neighborhood loses signal. But irrelevant if
your signal strength is too low.