Upgrading Your Internet Service — Customer Activation FAQs

Jan 10, 2019

Are you loving your Kinetic Internet but thinking you may need a little more speed? Maybe you’ve got a few smart devices that require a constant Internet connection. Maybe your children are getting to the age when they’re glued to their electronics and nothing else. Or maybe you’re just anticipating that you’ll want or need more bandwidth on your home network because you’re soon ditching that cable subscription for streaming services.

You may be in luck! We at Kinetic by Windstream have been investing heavily in our network infrastructure to give you the quality service you deserve. The result? Our newly-enhanced, fiber-backed network provides the utmost reliability with the speed that you need.

And we’re ready to spread the wealth: Eligible customers can now get free speed upgrades for Kinetic Internet.

Wondering if you qualify?

Take a look at some of the frequently asked questions we’ve received since we started this initiative.

Who is eligible for a free speed upgrade?

We determine customer eligibility by his or her current Internet speed and the maximum Internet speed available in the area.

How do you know if you can get a free speed upgrade?

Qualified customers will have received an email and a phone call from a Kinetic by Windstream representative letting them know that they can upgrade Internet speeds for free.

What speeds can you get with the free upgrade?

Depending on location and other factors, eligible customers can get access to speeds of up to 100 Mbps.

What does a higher speed mean for you?

Higher speeds — or having more bandwidth — will deliver an overall improved experience, giving you more Internet performance capabilities, such as browsing and streaming, along with better support for the growing number of devices connected to your home network. (Click here to learn more about bandwidth consumption at home.)

How can you get your free speed upgrade?

Customers can call us at 800-347-1991 between 7 a.m. and 8 p.m. ET Monday through Friday, or between 8:30 a.m. and 5 p.m. on Saturday.

What happens next?

Depending on your location, you’ll either be shipped a new modem, if necessary, or have a Kinetic by Windstream technician schedule an on-site visit.

If it’s the former, we will ship the new equipment to you at no charge. Shipments typically take place within one to two business days of your request, and shipping times will vary based on your location. You’ll also receive an email from our team, telling you the equipment has shipped and giving you tracking information for the package.

If it’s the latter, we’ll schedule a technician to come to your home to prepare wiring and other equipment for your upgrade.

Why is Kinetic by Windstream giving away free speed upgrades?

We want our customers to have the best high-speed Internet experience. That’s why we’ve invested millions of dollars into our network infrastructure to give our customers a faster, more reliable Internet connection.

Will you need any new or additional equipment?

Some customers will require a new modem when they upgrade their speed. We will review your current equipment to determine if that is necessary.

Will any new or additional equipment cost you anything more?

No. If a new modem is required, it is included in your free speed upgrade — regardless of whether you are leasing or have purchased a modem from us previously. Monthly leasing charges will not increase.

Will you have to return any other leased equipment?

No equipment returns are necessary.

How will you know when your speed has been upgraded?

Speed upgrades are typically processed within one week after the new device has been installed. You can check what speed you are currently receiving by performing an Internet speed test. If it’s been more than a week, and you are still not receiving the new speed, please contact us at 800-347-1991.

Will Kinetic by Windstream be expanding the free speed upgrades to customers who are currently ineligible?

We are currently undergoing network upgrades throughout our footprint and hope to expand this initiative going forward.

Can’t find an email from us, or not sure if you’ve received a call from us? Contact our Customer Service & Billing team today to see if you qualify for a free speed upgrade.


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