Complaint Review: Kinetic by Windstream

I quit my full time job for a work from home job similar to a call center agent. Since I have internet through Windstream (the only company that will provide high speed internet at my home) I assumed it would be cheaper to bundle and asked to add a basic phone line.

I explained to the agent that I needed a basic phone line with no features and told her that it was for a job and explained the phone requirements. I was told I had a basic line unless I chose to manually set up the features. I've been in a certification class for the new job for probably 3 weeks.

I was pretty happy with myself for getting the phone line so far in advance and making sure there were no features such as call waiting but within minutes of my first time taking calls (Thursday) I realized that I had call waiting. This means while I'm speaking to a customer looking at one account, suddenly my phone auto answers another call and another persons account pops up and the first customer is disconnected. I immediately quit taking calls (which is a requirement for certification) and contacted support.

I was told the features would be removed by 7 am the following morning. I log in for day two of call taking- once again, I realize I still have call waiting. I contact windstream support again and was told that since the request to remove features was put in after 2, they wouldn't be removed until that evening (Friday). I give it until Saturday and check again. I still have call waiting, contact support once more and the agent tells me that I'll have to call a certain windstream phone number to have the features removed.

At this point I'm past frustrated and confused bc I've spoken to two different agents in the past 48 hours who assured me they would be removed by a specific time. I speak to someone else and this man tells me that the agents were able to remove everything other than the call waiting, which is the one thing that I stressed must be removed. He tells me he's removing the feature but it will be sometime Monday when it's removed but and he can't tell me if it will be removed by 9 AM when I need to take calls.

This could affect my certification, in turn, meaning I won't get a paycheck anytime soon. The point of the story is that from the beginning, over a month ago, I called and requested a basic line. I contacted support 3 more times in which 2 agents told me a day and time frame they'd be removed and the 3rd agent informed me that they didn't even have the ability to remove the features. Now that I've spoken to a 4th person I'm crossing my fingers that it will be removed in time for work Monday but I'm not getting my hopes up.