After months of pushing for answers and action from Windstream on Internet issues, Georgia’s 9th District Congressman Doug Collins finally met face to face with two of the telecommunication firm’s top executives. Windstream CEO Tony Thomas and new President of Georgia Operations J Berkshire met with Collins in his office in Gainesville on Monday. The Congressman hosted the meeting to discuss his concerns over what he calls Windstream’s “unacceptable” service.
Thomas disputes recent claims by Congressman Collins
The first term Congressman, who is running for reelection, says he’s received numerous complaints about Windstream from constituents since taking office in 2013. “I have repeatedly requested answers and demanded better service from Windstream, but thus far have not seen meaningful improvements.” He called Monday’s meeting “a step in the right direction.”
While the meeting had positive overtones, there remains an obvious undercurrent of tension.
Thomas presented a letter to Collins Monday addressing a number of concerns the Congressman has raised in recent months. In his letter – which was released to the media – Thomas challenges Collins’ claim that a White County fire department was experiencing communications issues due to poor connections. Saying Windstream treats public safety “with the utmost seriousness,” Thomas responds, “We have checked our records and also contacted several county officials, but so far have been unable to identify any current issue with Windstream’s network.” He urges Collins to, “Please share any information you have so that we may pursue a timely resolution.”
“Neither I nor the Windstream team consider our work in Georgia to be complete.” ~ Tony Thomas, Windstream CEO
Thomas touts the progress he says Windstream has made since he took over as CEO in December 2014. He says the company has invested more than $80 million in broadband infrastructure throughout Georgia and expects to invest an additional $38 million in network upgrades this year. “I want to personally assure you that we are fully cognizant of the issues that our Georgia customers have encountered over the past few years,” Thomas writes. “These issues have driven our investment decisions and continue to focus our daily activities to improve our infrastructure and services.”
Click here to read Tony Thomas’ letter to Rep. Doug Collins
Collins has framed slow Internet speeds and outages as an economic issue in his district, arguing there are people who are “unable to operate businesses, or work from home, because of unreliable service.”
“It is now Mr. Thomas and Windstream’s job to prove to my constituents that their service will meet the needs of the community.” ~ Rep. Doug Collins, GA-9th District
Thomas insists Windstream’s new Rapid Response Team in Cornelia is reliably addressing those concerns. “While you have not forwarded any of your constituents’ concerns to this Team,” Thomas writes to Collins, “it has handled 87 calls since February.” He says about one-third of them were “inquiries about available speeds rather than complaints” and says the concerns raised in those consumer calls have been addressed. In addition, he says 30 new technicians are being hired, mostly in North Georgia, to improve response times.
Click here to read Rep. Collins’ press release
As for Collins’ assertion that the company may be over capacity and using outdated equipment, Thomas says 97% of Windstream’s customers in the 9th District are served by fiber-backed neighborhood nodes that “can easily meet capacity demand.” He says the remaining customers are served through copper-backed nodes which, he acknowledges, typically deliver lower Internet speeds and are prone to congestion at peak hours. Windstream plans to upgrade many of its copper-backed nodes this year but the company will not be replacing the copper lines that run directly from the nodes to customer’s houses. That, Thomas says, would be too costly for the company and, ultimately, consumers. (Windstream does run fiber optic lines directly to houses in new developments and businesses.)
A populist campaign in the midst of a political one
Collins’ populist campaign for improved Internet service for residents of rural Northeast Georgia has gotten a lot of attention in recent months. While some write it off as election year politics, others express their hopes for real change.
During Monday’s meeting, Collins asked Thomas for information on how Windstream is using money from the Connect America Fund – a ratepayer funded grant program that supports broadband expansion in rural areas – and for specific information on how Windstream has invested federal funds in Northeast Georgia. (Windstream accepted $175 million in CAF II funds from the FCC last year).
Rep. Collins says he’s committed “to holding them accountable to taxpayers and their customers.”
What’s next?
Collins says he invited Thomas to return to Northeast Georgia for a Town Hall meeting with customers “but he has told me that for the time being, Windstream will focus their efforts on improving their infrastructure.” Rep. Collins says Windstream has agreed to meet regularly with his office to discuss the progress of infrastructure improvements. He adds, “It is now Mr. Thomas and Windstream’s job to prove to my constituents that their service will meet the needs of the community.”
Indicating an apparent willingness to meet that challenge, Thomas writes, “Neither I nor the Windstream team consider our work in Georgia to be complete. We remain focused on making additional progress, and J and his team are dedicated to enhancing our network reliability and capabilities, along with our customer service experience throughout the entire state.”
If you live in Northeast Georgia and are experiencing trouble with your Windstream Internet service, contact the Windstream Rapid Response Team in Cornelia at 706-894-1330.
