{"id":"kinetic-windstream","page":"https://escalate.alexgaoth.com/#/c/kinetic-windstream","html":"https://escalate.alexgaoth.com/c/kinetic-windstream/","generated":"2026-10-15","company":{"id":"kinetic-windstream","name":"Kinetic","aliases":["kinetic","windstream","kinetic by windstream","gokinetic"],"sector":"internet_tv","parent":"Uniti Group Inc.","website":"https://www.gokinetic.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"financial-phone","type":"phone","label":"Kinetic financial services line","value":"+1-800-537-7755","hours":"Mon-Fri 8:00am-6:00pm ET, Sat 8:30am-5:00pm ET","purposes":["billing_error","debt_collection"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Kinetic Digital Assistant chat (can connect to a live representative or open a trouble ticket)","value":"https://www.gokinetic.com/support","purposes":["service_outage","billing_error"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"},{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Kinetic publishes no retention number."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"executive","channel":"executive-customer-relations","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative."}],"playbooks":[{"issue":"billing_error","summary":"Dispute in writing within 60 days after the bill date.","evidence":["the bill","account number","offer conditions or order confirmation"],"steps":[{"do":"Call and ask for a correction. Get a reference number.","channel":"customer-service-phone"},{"do":"Within 60 days after the date on the bill, send the dispute in writing to Executive Customer Relations.","channel":"executive-customer-relations"},{"do":"If not resolved within 60 days, file an FCC complaint or use small claims court.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Billing disputes must be submitted in writing within sixty (60) days after the date on the bill.","issues":["billing_error"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Kinetic can raise charges with notice; a material change lets you cancel without an early cancellation fee.","evidence":["bills before and after","the notice of change"],"steps":[{"do":"Find the notice of the change. If there was none, dispute the increase as a billing error.","channel":"customer-service-phone"},{"do":"If the change is material, you may end the affected service with thirty (30) days' written notice and no early cancellation fee.","channel":"executive-customer-relations"}],"facts":[{"kind":"policy","claim":"Kinetic may change charges at any time if it gives notice. If a change is material, the customer may terminate the affected service by giving thirty (30) days' written notice without an early cancellation fee.","issues":["bill_increase","cancel_service"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Cancel by phone; give 30 days notice for month-to-month service; no termination fee.","evidence":["cancellation date and confirmation","modem return receipt"],"steps":[{"do":"Call 1-800-347-1991 to cancel. Give at least 30 days notice before the termination date.","channel":"customer-service-phone"},{"do":"Return any rented modem within 30 days after service ends."}],"facts":[{"kind":"policy","claim":"Month-to-month customers may cancel at any time without penalty by phone at 1-800-347-1991; month-to-month termination needs notice at least thirty (30) days before the effective date.","issues":["cancel_service"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"kind":"fee","claim":"Kinetic says it does not charge a termination fee if you decide to cancel service.","issues":["cancel_service"],"source":"https://www.gokinetic.com/support/my-account/billing-payments/is-there-an-early-cancellation-fee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Deposits are refunded once satisfactory credit is established or on termination; advance payments made after installation are not refunded.","issues":["cancel_service","deposit_refund"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a rented modem within 30 days after service ends or pay $100.","evidence":["return receipt or tracking number","modem serial number"],"steps":[{"do":"Ask customer service how to return the modem and get proof of return.","channel":"customer-service-phone"},{"do":"If charged the $100 fee after returning the modem, send the proof and ask for removal.","channel":"executive-customer-relations"}],"facts":[{"kind":"fee","claim":"Rented modems must be returned within thirty (30) days after services end; otherwise the account is automatically charged a $100 fee.","issues":["equipment_return"],"source":"https://www.gokinetic.com/about/legal/product-specific-terms","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Report promptly and ask for a credit for interruptions over 24 hours.","evidence":["outage start and end","repair ticket number"],"steps":[{"do":"Report the outage at once through the Go Kinetic portal or app, chat, or 1-800-347-1991 (24/7). Get a ticket number.","channel":"customer-service-phone"},{"do":"Ask for a credit for the interruption. Credits are issued on request for interruptions longer than 24 hours."}],"facts":[{"kind":"compensation","claim":"Kinetic's policy is generally to issue a credit, upon request, for service interruptions greater than 24 hours; no credit if Kinetic is not notified promptly or the cause is beyond its control.","issues":["service_outage"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","official_domains":["gokinetic.com"]},"playbooks":{"billing_error":{"company":{"id":"kinetic-windstream","name":"Kinetic","sector":"internet_tv","website":"https://www.gokinetic.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute in writing within 60 days after the bill date.","evidence":["the bill","account number","offer conditions or order confirmation"],"steps":[{"do":"Call and ask for a correction. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"do":"Within 60 days after the date on the bill, send the dispute in writing to Executive Customer Relations.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"do":"If not resolved within 60 days, file an FCC complaint or use small claims court.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"financial-phone","type":"phone","label":"Kinetic financial services line","value":"+1-800-537-7755","hours":"Mon-Fri 8:00am-6:00pm ET, Sat 8:30am-5:00pm ET","purposes":["billing_error","debt_collection"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Kinetic Digital Assistant chat (can connect to a live representative or open a trouble ticket)","value":"https://www.gokinetic.com/support","purposes":["service_outage","billing_error"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"},{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Billing disputes must be submitted in writing within sixty (60) days after the date on the bill.","issues":["billing_error"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Kinetic publishes no retention number.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative.","channel":{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"security":{"official_domains":["gokinetic.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","warnings":[]},"bill_increase":{"company":{"id":"kinetic-windstream","name":"Kinetic","sector":"internet_tv","website":"https://www.gokinetic.com","account_url":null},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Kinetic can raise charges with notice; a material change lets you cancel without an early cancellation fee.","evidence":["bills before and after","the notice of change"],"steps":[{"do":"Find the notice of the change. If there was none, dispute the increase as a billing error.","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"do":"If the change is material, you may end the affected service with thirty (30) days' written notice and no early cancellation fee.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Kinetic may change charges at any time if it gives notice. If a change is material, the customer may terminate the affected service by giving thirty (30) days' written notice without an early cancellation fee.","issues":["bill_increase","cancel_service"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If a price is introductory or limited in time, the bill must state when it ends (the length of the discount or the date the price changes), and must show the post-promotion rate 60 and 30 days before the end of the introductory period.","issues":["bill_increase","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Kinetic publishes no retention number.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative.","channel":{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"security":{"official_domains":["gokinetic.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","warnings":[]},"cancel_service":{"company":{"id":"kinetic-windstream","name":"Kinetic","sector":"internet_tv","website":"https://www.gokinetic.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel by phone; give 30 days notice for month-to-month service; no termination fee.","evidence":["cancellation date and confirmation","modem return receipt"],"steps":[{"do":"Call 1-800-347-1991 to cancel. Give at least 30 days notice before the termination date.","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"do":"Return any rented modem within 30 days after service ends."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Month-to-month customers may cancel at any time without penalty by phone at 1-800-347-1991; month-to-month termination needs notice at least thirty (30) days before the effective date.","issues":["cancel_service"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"kind":"fee","claim":"Kinetic says it does not charge a termination fee if you decide to cancel service.","issues":["cancel_service"],"source":"https://www.gokinetic.com/support/my-account/billing-payments/is-there-an-early-cancellation-fee","last_verified":"2026-10-12"},{"kind":"policy","claim":"Deposits are refunded once satisfactory credit is established or on termination; advance payments made after installation are not refunded.","issues":["cancel_service","deposit_refund"],"source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Kinetic publishes no retention number.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative.","channel":{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"security":{"official_domains":["gokinetic.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","warnings":[]},"equipment_return":{"company":{"id":"kinetic-windstream","name":"Kinetic","sector":"internet_tv","website":"https://www.gokinetic.com","account_url":null},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return a rented modem within 30 days after service ends or pay $100.","evidence":["return receipt or tracking number","modem serial number"],"steps":[{"do":"Ask customer service how to return the modem and get proof of return.","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"do":"If charged the $100 fee after returning the modem, send the proof and ask for removal.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Rented modems must be returned within thirty (30) days after services end; otherwise the account is automatically charged a $100 fee.","issues":["equipment_return"],"source":"https://www.gokinetic.com/about/legal/product-specific-terms","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Kinetic publishes no retention number.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative.","channel":{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"security":{"official_domains":["gokinetic.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","warnings":[]},"service_outage":{"company":{"id":"kinetic-windstream","name":"Kinetic","sector":"internet_tv","website":"https://www.gokinetic.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Report promptly and ask for a credit for interruptions over 24 hours.","evidence":["outage start and end","repair ticket number"],"steps":[{"do":"Report the outage at once through the Go Kinetic portal or app, chat, or 1-800-347-1991 (24/7). Get a ticket number.","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"do":"Ask for a credit for the interruption. Credits are issued on request for interruptions longer than 24 hours."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"Kinetic main number (listed on the contact page)","value":"+1-866-445-8084","source":"https://www.gokinetic.com/contact-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Kinetic Digital Assistant chat (can connect to a live representative or open a trouble ticket)","value":"https://www.gokinetic.com/support","purposes":["service_outage","billing_error"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"},{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Kinetic Online Terms and Conditions","value":"https://www.gokinetic.com/about/legal/kinetic-online-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"},{"id":"service-terms","type":"portal","label":"Kinetic service-specific terms (modem rental, equipment)","value":"https://www.gokinetic.com/about/legal/product-specific-terms","access":"open","source":"https://www.gokinetic.com/about/legal/terms-and-conditions","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Kinetic's policy is generally to issue a credit, upon request, for service interruptions greater than 24 hours; no credit if Kinetic is not notified promptly or the cause is beyond its control.","issues":["service_outage"],"source":"https://www.gokinetic.com/support/internet-security/internet-outages-and-service-interruptions","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the customer sends a written dispute to Executive Customer Relations and the parties try to resolve it within 60 days of receipt. Small claims court in the city or county of the billing address is allowed instead.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Kinetic publishes no retention number.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative.","channel":{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"known_blockers":["Kinetic's chat opens from an in-page control with no direct URL.","No online cancellation page was found; the terms name a phone number for cancellation."],"security":{"official_domains":["gokinetic.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Kinetic is the residential brand of the former Windstream, now part of Uniti Group Inc. after the Uniti-Windstream combination (uniti.com - \"With the integration of Windstream, Uniti has emerged as a more powerful and agile company\"). windstream.com redirects to gokinetic.com. The online terms define \"Kinetic\" and \"Uniti\" as the Uniti legal entities named on the bill. The merger closing date was not confirmed on a fetched page.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Kinetic customer service and repair (account and service support)","value":"+1-800-347-1991","hours":"Account support Mon-Fri 7:00am-8:00pm ET, Sat 8:30am-5:00pm ET; service support Mon-Fri 7:00am-11:00pm ET, Sat-Sun 8:00am-11:00pm ET","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return"],"notes":"The outage help page calls this the customer service and repair line, available 24/7 for technical support and outage reports. The online terms say month-to-month customers may cancel at any time without penalty by phone at this number.","source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Kinetic publishes no retention number.","candidate_channels":["customer-service-phone"]},{"index":2,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Kinetic contact us form (reply within 2 business days for non-urgent matters)","value":"https://www.gokinetic.com/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.gokinetic.com/support","last_verified":"2026-10-12"}},{"index":3,"rung":"executive","note":"Written disputes go to Executive Customer Relations; Kinetic has 60 days from receipt to try to resolve them.","channel":{"id":"executive-customer-relations","type":"mail","label":"Written disputes - Executive Customer Relations","value":"Kinetic, 4005 N. Rodney Parham Rd., Little Rock, AR 72212, Attn - Executive Customer Relations","purposes":["billing_error","poor_service","service_outage"],"notes":"The online terms name this address for written disputes; the parties then try to resolve the dispute within 60 days of receipt.","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}},{"index":4,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":5,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":7,"rung":"arbitration","note":"Arbitration is through JAMS after the 60-day written dispute period. Small claims court in the billing-address city or county is an alternative.","channel":{"id":"arbitration-notice","type":"mail","label":"Arbitration claims - Legal Department","value":"Kinetic, 4005 Rodney Parham Rd., Little Rock, AR 72212, Attn - Legal Department","source":"https://www.gokinetic.com/about/legal/kinetic-online-terms","last_verified":"2026-10-12"}}],"security":{"official_domains":["gokinetic.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":17},"verified_from":{"page":17},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 17 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}