Windstream to Pay $600,000 in Connection with False Advertising Allegations

February 24, 2014

ATLANTA, GA – John Sours, Administrator of the Governor’s Office of Consumer Protection (“GOCP”) today announced that the agency has entered into a $600,000 settlement with Internet service provider Windstream Communications Inc. (“Windstream”) over allegations of false advertising.

Windstream provides Internet service to residential consumers and businesses, many of whom are located in rural parts of Georgia, where they have very limited options for Internet service.  GOCP alleges that:

  • Windstream advertised that it would provide certain Internet speeds to its customers that it could not provide and/or guarantee, particularly for Georgia consumers whose network equipment is supported by copper-fed wires.
  • When customers called Windstream to complain about their slow Internet speeds, Windstream representatives allegedly misrepresented the time frame within which the customers’ Internet speed issues would be resolved, or, in the case of customers whose equipment is supported by copper-fed wires, failed to tell customers that it was unable to resolve the issue.
  • Some of Windstream’s “Lifetime Price Guarantee bundle” advertisements falsely implied that the advertised offer included high-speed Internet packages with speeds of “up to 12 Mbps”.
  • Windstream also allegedly advertised a free 6-month “Hulu Plus” subscription but did not clearly disclose that consumers who failed to cancel the subscription at or before the 6-month period would be charged membership fees every month thereafter, until the membership was cancelled.

In resolution of these allegations, Windstream will pay a total of $600,000, which includes a $175,000 civil penalty, $175,000 in administrative fees and expenses, and $250,000 in cy pres restitution to be used for the purchase of new computer equipment for the Technical College System of Georgia.

Windstream has represented to the Governor’s Office of Consumer Protection that it is in the process of investing approximately $14 million to upgrade its fiber-supported areas in Georgia.  The company says that 90% or more of these upgrades were completed by the end of 2013, with the remaining upgrades slated for completion by mid-2014. The company expects the upgrades to address systemic download speed issues in the areas undergoing the upgrades. It is also seeking federal funding as well as exploring other options for upgrading the Internet service for consumers who are served by network equipment supported by copper-fed wires.

“This is essentially a truth in advertising case,” says John Sours, Administrator of the Governor’s Office of Consumer Protection.  “What consumers thought they were getting from a major company was significantly different from what they allegedly received. People need to be able to make informed choices about buying the services they need to communicate and do business. We are confident that this settlement will ensure that will now occur here.”

For information about the FCC’s national broadband plan, visit www.broadband.gov.

Press Contact Info

Shawn Conroy
404-656-3790