WOW! [Wide Open West] / Knology
Reviews and Complaints

We had WOW internet so last 7 years. Last years 2021 many days, we didn't have internet, and we call, they said outrageous in the area, we keep letting it go, in the hope it will get better. This year 2022 for two weekends we didn't have internet for few hours. We saw wow technician in our building and we didn't question him and our internet was discounted for one week without any explanation. We had to wait for technician to come and after he connected internet we still couldn't get on internet. Told us we have to wait one more week for technician to come. We were on phone every single day to figure out what happened to our internet. Lots of time and energy waisted. We decided it's time to end WOW service. Disappointing internet and service.

From the day they installed my cable and internet it's has disconnected multiple times every single day. They have sent out one idiot technician after another and still I'm sitting her once again without any services because they refuse to fix the obvious wire issues outside. I have had to spend countless hours on the phone missed time at work because they are horrible. I work from home and absolutely rely on my internet to work but can't because the signal goes in and out every hour. The worst company I have ever had to deal with. I have placed a complaint with the BBB, WOW should not even be allowed to be in business.

I only need internet. While other companies charge a lot more, I was able to get internet for $39.99 a month. The staff at the call center were friendly, knowledgeable and did not try to upsell me. The tech who came out to run the line was fast, efficient. It's not a huge company, but it services my area. I would never go back to the other local provides now. I can see why the call it WOW!

Mike Technician 7092 was the most knowledgeable, professional, efficient, personal, technician we have ever had to our house, and we have had quite a few. He took his time to figure out what was going on, went above and beyond what any other tech has ever done for us. He is definitely a asset to WowWay, and should be training technicians. Thank you Mike we have had so many negative experiences with Wow and you changed our opinion. Great Experience.

Last night I had service technician Desmond, #***, come to my home to install upgraded services for my TV and internet package. I can't say enough about how fantastic Desmond was. He went above and beyond to help my sister and I (we are very non-techy), and he worked into the evening hours to ensure we had our service up and working perfectly. He was so knowledgeable and any question I had to ask he was patient and kind and answered fully. I am just considering myself so lucky to have gotten Desmond as our technician when I called WOW after experiencing problems with our TVs. Thank you Desmond! And WOW, please know he is a gem!

I was under treumendous presuure for the last 6 weeks as there was continious interruption and longtime disconnection of my internet. I continously complain to WOW representative and 3 to 4 representatives visit site, do some partial repair work but the problem exists. Finally, I got in touch with Rachel C-7060 Customer Care Specialist Adv. Tier 2. He patiently listen to my worries and send representative on 6/26/2018, who [I don't know his name] undestand the problem and staraight went to WOW box outside my house and get the defect repair, since then my internet is working smootly and I have no tension. I, Syed Hassan resident of 34 Brittany Lane Glendale Heights IL *** [age 66 years] extremely thankful to Rachel, who was continously in touch with me since 6/23/2018 and had made all out efforts to resolve this issue. I pray for him and request management to pay him award for keeping the name of Company at this high note by his countless work.

Excellent customer service and provider. No more customer service from India, and no more of India trying to sell you a service package without helping you. AT&T has gotten too expensive, provides the worst customer service (See Consumer Reports article), has restrctive hours for help with the Internet, and the products are below average. WOW gives you 15MPS Internet connection as compared to AT&T which gives you 3MPS, if you are lucky. Also, WOW is AMERICAN based and is located in Colorado Springs with customer service 24/7 in Colorado and Alabama. They give you a phone service (land line) with free toll and incoming calls plus 100 free minutes for local and long distance/month.
I urge you to look into their services, if it is located in your area. The cost is only $7 more per month, and you can negotiate price and have your installation waived. The only drawback is outsourcing installation. INSIST on having a WOW employee install your lines, and do not be afraid to ask the installer if he is contracted. The contracted individuals will not do anything which is not their job but WOW employees will help you with everything from setting up email to figuring out how to set up other devices you might have, such as, Roku.

I hear more people complaining about Wow. But nothing is said about Spectrum they repeatedly changes their name. And goes up on bill, and silly people complaining but still paying the high rates. I feel every company has its issues with something. I have had Spectrum for a long time, and was out of service for a couple days because of issues in the area they claim. My agruement they gave me nothing in return but a bill and a $3.00 Credit. The company is a rip off, and the only way I have their service is cause my landlord signed an agreement for them to sign customers up and landlord gets all the free benefits. You received have the speed in internet, by the way, what can I do until I moved into me a home. To all the crazy people that complaining you still pay them monthly and all I hear Im not on a contract. Long time ago Wow wasnt that great because they had to upgrade and invest in better wiring. I heard nothing but good news from mostly everyone about their service with WOW. I been doing my research for one year now. Remember your homes are older than most of us. So it may not work with your old construction. For the most part the prices are affordable, and the speed of the internet is much faster than Brighthouse / Spectrum. Some people have nothing to do but Gossip, its funny because most of them owes WOW and want pay the bill. But than calls back trying to get service again. All they do it complain, dont pay anyone. Your own experience is s better knowledge and matured way to handle the situation. Thats why I enjoy working alone daily, to much gossip everyday. Find something else to do. Good day everyone.

I was charged an excessive amount for a service even though I had a protection plan. This is a dishonest business practice, as they would have charged me if I hadn't noticed it. It took me 40 minutes on the phone to get it corrected. On top of that, they also add additional fees every month. This business lacks integrity in its operations.

Horrible customer service. Slow Internet for a month, upgraded services. Finally received new modem, took them 2 days to get it working. Speeds were even slower. Called back, was told they sent the wrong modem & was sending a new one. Called AGAIN after a week, they show I have my own modem and they never sent another modem. No nores on sending a new one or box to return other 2 which I also requested

Very difficult to get help with non functioning service and info regarding bill. Spent most of the past few days on the phone or internet with wow regarding our phone not working. We are both over 75 and have health issues. Someone was supposed to come on nov 14. Our time was 9 am til 9 pm. No one showed or called. Now someone cannot come til wednesday. That is a week without phone service. Not acceptable.

The customer service is absolutely awful. It feels like dealing with used car salesmen who have ventured into the cable industry. They promise you everything you want to hear, but then they do whatever they please and conveniently ignore your calls and messages. Moreover, the prices they quote you initially are much lower than what they actually charge when you're about to sign up. It's like they're selling snake oil. On the other hand, *** may be expensive, but at least they are honest and don't try to deceive you with a bunch of lies.

Warning! check your statement every month. We updated our personal modem/router the end of March. I had to call customer service at the time so they could note the new device. That triggered a "change" to the account so the bill for April was $59 instead of the normal $45. I called and was told that the system automatically considers that call a change and adds a charge, but that it should have been adjusted back to the normal amount. She did adjust the bill, but I was on the phone for at least 20 minutes to get it done. How many people never look at their bills and the company pockets $$$$. I find it to be rather shady.

We've been an internet-only customer of WOW for 7 years. We've been getting charged $60 a month for 30 mbps and I just found out that the slowest internet they're currently offering is 100 mbps at $45. Perhaps it's my problem and my husband's problem that we haven't regularly checked their website/other services to stay up to date on their speeds and prices, but it's appalling to me that we've been paying $15 more for a speed that is SIX TIMES SLOWER. What kind of effing joke is this? How could they possibly think it's okay to charge that much money for such slow speed? We at least should have been paying FAR less money, but they're capitalizing on the fact that longer term customers may not be paying attention to the new offers and they can go on merrily way overcharging us. I guess we've learned our lesson.

Horrible connectivity to the internet. I've been calling almost daily and spent hours on the phone for WoW to finally send a Tech guy out to try and figure out what the problem is. The tech told me as soon as he got to my house that there is a weak signal in my area that requires an amplifier on a telephone pole or something of the sort. I am paying for the most expensive internet package which is the 1 G. The tech said he called his manager and he brought it up on the computer and right away his manager told him they are aware of the issue. I work from home so this is a major problem and I have missed several meetings and unable to be productive. They knew this area needs amplifiers do to poor connectivity issues then why did they not disclose this upfront? Do NOT use this company. They should have to refund my payment in full.

A few months ago I called and asked them to lower my bill and I've been a customer there for a little over 2 years and I don't have a whole lot of money right now so I thought I should go ahead and call them and try and get it lowered. It was $70 a month plus $5 for I don't know what, some magazine they were charging me for. But when I got off the phone with the customer service guy, he had doubled my speed and lowered my price $10, since then I switched to paperless billing which is supposed to be $5 off and then I got my own modem and router, and as soon as I got that, they raise my price back up $10 so right now I'm paying $60 when I should be paying $50. It's okay internet it rarely goes out, but it's a shame that there's no competition, the only other choice I have is to go to with the DSL line over cable. And I've heard that the DSL provider is not very great.

For going on almost six months now our home internet connection is experiencing both intermittent slowdowns and very low speeds. We are paying for a 200MBps connection but are getting less than 10MBps. Ironically, our upload speed is normal and generally doesnt change or doesnt appear to be affected. The service appears to go down whenever it rains or whenever we have inclement weather. Up until about six months ago we never had this issue but then it started out of nowhere. Repeated chat sessions get us nowhere because they say weak signal and then the techs that allegedly fix the problem say the issue lies outside of our subdivision. This am not the only one experiencing this problem. Everyone here who has WOW also gets the same problem simultaneously so it has never been our home equipment. We complain, techs get dispatched, the problem seems to magically go away and then comes back a few days later for everyone. What kind of business practice is this anyway? And since WOW is the only broadband provider here we are a rather captive audience with no other options for high speed internet. We have been customers for almost ten years (we had Broadstripe before which became or was bought out by WOW) and this is the first and worst it has ever been! Fix your lines, fix your service!

I was not quoted a different price than what I am getting billed for. I have had WOW services around 6 years now. I typically have to call every year to negotiate a better rate. I have been getting post cards letting me know to call in about the upgrade specials. When I called I was offered to upgrade my internet services for $20 more dollars than my current rate. I called to follow up after receiving my bill. It is not what I was quoted, it is a $40 increase. When I was transferred to the retention office, I was offered to strip my service to get close to the price I was quoted or I have the option to cancel my service by the next day without penalty. Because I would still be within the 30 day verbal agreement. I explained I do not like the position they put in because we can not be without the internet right now nor would I agree to a $40 increase for the next two years. My other options are to wait 48-72 hours for a supervisor to listen to the conversation I had with their agent or pay $15 for every month I am contracted to cancel the service. I wanted to share my experience to help prevent anyone else from being put in this situation.Especially now, when we need internet service. It has been a few weeks and no one followed up will me after listening to the call. I waited to hear from a Supervisor and no one has attempted to contact me.

WOWs customer service is horrific. This month they double charged me For services and refused to do anything about it when I called. Every year they randomly up my monthly bill and I have to call and ask a thousand questions and it takes over an hour to get anything solved. COMPLETELY DISSATISFIED WITH THEIR CUSTOMER SERVICE AND LACK OF RESPECT FOR THEIR CUSTOMERS!

Hate it. It's the only cable I can get where I live. Remote got broke so called WOW they said a new one would be in the mail in 20 days. Guess what, no remote. Called again and stated I did not get my remote. They will send another one in 10 days. Now this is going to be 20 days without cable. I asked if I could get a refund since I have not had cable going on 20 days. Sure they said. We will refund you $25.00. No wonder their called WOW!

After being a loyal customer in your service area, I moved to a new address outside of WOW services. I called to cancel my services on 11-25-2020. I always paid my bills on time, so I closed my account with a credit of $68.79. The Account Reps instructed me to provide proof of residence and return my equipment. I received a FedEx box with a shipping label to return the equipment. I was frustrated with the process of closing my account, as I had to make multiple calls and send multiple emails without receiving a response. I was worried about potential fees if I didn't take action. On 12-10-2020, I confirmed that the FedEx package was delivered. However, after waiting for another week or two, I realized that I hadn't received my $68.79 credit. I sent multiple inquiries to the Account Reps, but didn't receive a response. Eventually, I received an email from a rep asking me to return my equipment, even though I had already done so. I responded to the email on 12-23-2020, but didn't hear back. It seemed that the Account Reps didn't know where the equipment was. I made seven phone calls to WOW to help them locate their equipment. Each time, they told me to return the Eos device, even though I had already done so. They created tickets to locate the device, but I couldn't contact the warehouse directly. They told me not to call back and said they would call me in 5 days or less, but I never received a call. I realized that I had completed the steps to close my account and didn't have any interest in the location of their product. However, WOW was withholding my credit of $68.79 until they found their lost product. When I asked what would happen if they didn't find the Eos device, they couldn't give me a clear answer but mentioned that I would be charged a fee and wouldn't receive my credit until then. The 7th call ended the same way as the others, with the promise that they would call me after creating a ticket to locate the equipment.

This company has claimed that I entered into a contract for service with them in 2018 and apparently neglected to return equipment that I never had possession of. I have asked for proof of my signature or contract but they refuse to provide documentation of such. This company have since hired Eastern Account Systems to collect on their behalf. I have recently filed a complaint with the CFPB, and Eastern Account is claiming they have requested Validation of Debt from WOW Cable Service. I have never done business with WOW, nor entered into a contractual obligation with this company.

My account number [protected] I could give this company a zero I would.. Someone else needs to buy them out fire all of there employees and start from scrach … I made a payment in 11/2/2017 ryan in new acc sees this payment alexia seen the payment but the will not send out a bill showing that the payment was made I have spoken to 11 freaking idiots that dont speak english and dont listen.. This is horrific I will never use this service or recommend it.. Out of all the business closed due to tha pandemic this one should if I could give this company a zero I would.. Someone else needs to buy them out fire all of there employees and start from scrach … I made a payment in 11/2/2017 ryan in new acc sees this payment alexia seen the payment but the will not send out a bill showing that the payment was made I have spoken to 11 freaking idiots that dont speap english and dont listen.. This is horrific I will never use this service or recommend it.. Out of all the business closed due to tha pandemic this one should have been the number.. Your customer service is horrible I spoke with 11 people on 2/27/2023 just to get hanged up on or transferred to the wrong department I stayed on the phone from 10am-1:30 pm with no resolution

I have been with Newnan Utilities which became Nu-Link, and now WOW. So, a loyal customer for well over 25 years. WOW is not the word I would use to describe your Company, and far from a WOW experience. I have had to spend hours of my valuable time on the phone with their billing and customer service departments. I have a log on each and every person that I spoke to with time and date. I have spoken to 7 people including supervisors since 11/17/21. Each of them promising the issue is handled and my billing is corrected, they have told me numerous times that they will call me back in 24 hours, and none of that was true. All my tv's went black on 12/22/21. I was leaving for Christmas for several days and thought maybe just cable outage issue and all would be back on by time I return. My bill has never not been paid or late. When I returned home service was still out and I called WOW and did online chat. No resolution to the issue, and if I am the one instructing tech support on what may be the issue we have a problem, I am not technical and that is comical. Customer tech support said they must send a tech to my home 3 days later. Tech came to my house and had a new tech in training with him. They could not figure anything out and said it was as if they had already done a transfer scrambling the channels, but that was not to have happened yet he was told. I heard all of the conversations as I was standing right there each time the tech had to call office tech support. The tech thought maybe it was my set top box. He went to his truck and retrieved a new box completely wrapped in a box from his truck, called office tech support giving the guy on phone some numbers from that box. Never would work and was defective. Goes back to his truck and retrieves 2nd new box all wrapped and in box calls office tech support, it too defective. Goes back to his truck and get 3rd brand new box fully wrapped, calls office tech giving numbers, and it too was defective. All were defective brand new out of box. My original box was not defective. After the tech being on the phone with their office support, still could not figure it out. The tech honestly was the only one that was honest in his comments saying he had no idea what it was. He said he was going to have to see about coming back in a couple of days, but said he would call me to let me know what was going on. He left but said he would call me, and he is the only one that did so, and stated that they did not have a resolution to the issue, no equipment to change out as all was defective that he had new, and it would not be until Jan 6th that he would return. So, now I have been without service for 15 days. The tech did return on Jan 6th and did call just like he said he would, and was the only saving grace with this company. He said that I should receive credit for all the days without service and should be no problem to just call them nothing was changed to my service. Well, even after 7 calls and speaking to a supervisor, I still received a bill for full amount with no credits for loss of service whatsoever. I called again and immediately asked for billing customer care supervisor who told me to pay only the amount he stated which I did. Guess what - you got it! That was not correct and I received an even higher invoice this past Wednesday for twice my normal amount of bill. I had changed absolutely nothing either. Right on my WOW Bill it states that I have discount good through 8/31/22 right on the bill under WOW Services & Bundles. My bill is never over 123.75/month, always paid on time or early for over 25 years, and I got a bill for 325.30. So much for honoring the 8/31/22 statement on your own bill. I just spent from 3:19P to 4:47P today 2/11 having to explain all over again and then argue the point of who I spoke to each and every time. I was supposedly given to a billing rep by the name of Vincent who flat out told me that he would not let me speak to a supervisor, he did not have to do so, and he did not have to explain why to me. None of them have the authority to do anything for you. They will tell you whatever they want in order to get rid of you on the phone or on chat. Many of the times when I was on the line with these people you can hear kids screaming in the background, loud music, families laughing or arguing. So, I asked where are you and was told "I am at home" Your customer service is horrible and not a WOWing experience in any sense of the word with exception of how badly they treat a long time loyal customer. I told this guy today that I very much hope they are recording what I said because I too was recording it. You are happy to take my money though. I cannot say that I would ever recommend WOW to anyone for any service whatsoever. You don't know the definition of WOW and you could care less about loyal very long time customers. It is very clear by how difficult it is to get to anyone that can make a decision or give resolution to an issue that you don't want customers contacting you, and would rather placate them hoping that they just go away.

Patrick O'Malley - VP Ops

Asset Moving Solutions, Inc

Acct# [protected] - WOW owes me an $2.24 refund, which I asked for at the end of August 2021 and I was told by the Customer Service that I would have my refund in 30 days. Well, it's has be 60 days and counting. Called back in Sept 13, 2021 and was told to wait for another 30 days, but no refund. When I called Oct 20, 2021, I was told that I should have gotten an email from North Lane telling me how to get my refund. When I told WOW I got no email, I was told to call North Lane. But, North Lane stated that they have no information on me and to call WOW back. When I call WOW, they claim my refund was processed on Oct 14, 2021 and I will have to wait another 30 days, which is will 90 days and counting to get an email from North Lane to get information on how to get my refund. When I explain to WOW that North Lane claim not to have any information about me, WOW claim that they can't help me and to wait 30 days for an email from North Lane. I have no doubt that this is how WOW boost its profit margin, because most people give up on a low refund and they should be held accountable for their unethical business practice.

Between my husband and me, we have spent over 20 hours on the phone with WOW in an attempt to correct a problem with my iPhone sending emails from WOW. One day, for no reason that I can imagine, my iPhone simply stopped allowing me to send emails from my iPhone (mini iPhone 12). I can receive and can send from my laptop, but not from my phone. No customer service person was able to help, each one compelling us to go through the very same attempted fixes, despite us telling them that we had tried all. When we asked to speak to a supervisor or tech specialist, we were told that a message would be left and we would hear from someone between 12 and 24 business hours. It has been over a week, and we heard nothing. Meanwhile, we kept trying.

So, my problem remains, and my frustration and anger with WOW continue to grow. Nobody seems to keep a record of what has already been tried; no case number is assigned so that we don't have to go through the whole process again. We have been customers of WOW for over 20 years, and there seems to be no deference shown to loyal customers.

We were loyal WOW customers for about 11 years. Over the past year, the quality of customer service went into the toilet when they outsourced all their customer service reps overseas, who do nothing but read scripts/never help anyone. The cable/internet itself also degraded to the point where we had no service at all for weeks with no resolution despite constant calls for repairs/techs coming out who never fixed it. After 2 weeks with no Internet, we got fed up and cancelled the service. Now the company will not actually honor our cancellation or send us the FedEx box for us to return our router despite us requesting it 5 times now. The company never recognized our cancellation and keeps trying to charge us/never sends us the box to return our router. We will file a complaint with FCC as well. Total garbage company that used to be great!

Jill Hughes
410 E Hackberry Drive
Arlington Heights IL 60004
[protected]@yahoo.com
[protected]

How does my internet route me to several different locations in my area and today its Chicago? I did a traceroute to find out. It also shows me routing to a cloud storage and thats with business accounts. I think this problem has to do with the techs and compliance. So my problem started when another internet providers tech was connecting to my work computer and doing I dont know what. I complained and it got worse. But what Im seeing is that the cable tech buddy network or he maybe reprograming the modem. The reason I know this is because two weeks ago it was routing me to an address across town. After investigating, it was the cousin of the the tech Im talking about. Also that weekend, I showed me being routed to a web hosting and video production company. I called them and there reply was they bought ip address's from you. It sounded like Wow didnt wash the ip address before they reissued it. That didnt explain anything to me. How can all this go on behind the scenes?

It all started in July when we had service transferred to a new house. The cable/internet hook up went great but the phone was another issue. The number they gave us would dial out but when someone dialed in the call was answered in a different household. Now we finally sold the house I own and wanted to transfer my e-mail to the new houses account. I was old they could not do that even though both house had WOW. So on Jan 12, 2021 I had service stopped at the new house and the other service transferred over. Almost two weeks (Jan 25, 2021) later they totally shut off service to the new house while leaving the service active at a vacant house. I called and was told a technician would be out Jan 26, 2021 from 8 am to 11 am. At 1pm I called and was told no technician was coming out. It is now the 4th day of no service, I have called over six times and spent almost 6 hours on the phone and was told they would be out Sunday- that would be 7 days. I told them that was not acceptable and after being on hold for 30 minutes was told Friday which still is 5 days. account number [protected] My 93 yr old dad said he saw a technician just before the service went down outside the house. I have tried to tell the call center he had to do something to the cable box but nobody will listen.

Please note a one star rating is too high, but the site won't let you submit unless there is a least one star.

I am one who does not normally take the time to write any comments and/or reviews, because I believe companies should know if their service is good or bad. It is not the customer's responsibility for them to know that. However, the WOW Cable service that I received on January 22, 2019 has me so appalled I just can't help but to right a review. It is different when you don't receive good service such as; a long delays when you call, or lack of response, and even some billing errors. When a company insults your intelligence and belittle your understanding of the English language that's taking things too far. I have included their advertisement in my review. I noticed that they were offering a significantly lower rate for Internet service for new customer than for existing customer. The rate they are offering new customers is $39, 99 dollars a month for a 24 month contract and commitment. They are trying to convince new customer that they are getting a bargain by comparing the rates of $39.99 a month versus $49.99 per month for 100 Mbsp Internet service. I know this is a tactic to increase business and usually the lower rate, or incentive is tied to some greater responsibility on new customers than existing customers. As outlined in red their ad stated "$39.99 per month for 24 months and requires a 2-yr service plan agreement. After 24 months, rate increases to regular rate (currently $49.99 per month). Pricing subject to change."

I noticed what they were advertising as the regular current rate was significantly lower than what I was paying; I am paying $59.95 for 30Mbsp. In addition the level of service I was receiving ( Internet speed) was about a third of what they were advertising as the regular current monthly rate. I called customer service and asked who was receiving and paying the regular current monthly rate of $49.99. Because assuredly a loyal and faithful customer as myself could receive that rate. That's when the jostling and back and forth began. The first customer service representative, Levert tired to convince me that the $49.99 was only for new customers. I agreed with him that the 24 month commitment was for new customer, but you stated in your add that their was a regular current rate of $49.99. He continued to just read off a script never once addressing the issue that a current customer who had been with the company for over 7 years could not get a straight answer about who was paying the as printed regular current monthly rate. He then transferred me to someone else, her name was Leslie. Once again she began to read off a script, even at one time she tried to up sell me by offering me a higher Internet speed (not even the 100 Mbsp, but 60 Mbsp) for more than I was currently paying, and trying to convince me that that was a bargain when clearly they were advertising that they have a rate structure that exist which is far lower, almost $20 lower. The rate they are trying to convince new customer is currently $49.99 per monthly for 100 Mbsp. Why would you advertise a false rate structure when clearly existing customer would learn about this. As Leslie continued to try and convince me that I was reading things all wrong and that I didn't understand what currently meant. She continued stating that the current monthly rate that new customers would be paying without the 24 month commitment would be $49.99 a month after their 24 months were over. I said okay if that is the case why is that not mentioned in the ad. The ad clearly stated that rate was the current monthly rate, I have always thought current meant now. Webster defines currently as "the present time", which I believe means now. She continued to state that I did not understand the offer was for new customer. Again I continued to state I did not question the new customer part, but I am questioning what you have printed as a current monthly rate. Then the discussion turned to the meaning of currently, that's when I had enough. Leslie went on and on often interrupting me before I had completed my sentence, and as human nature goes this only leads to an escalation of volume. The final straw was when Leslie accused mean of yelling at her and what she was not going to tolerate, so I hung up. I guess WOW never heard that the customer is right, and accusing customers, questioning their intelligence and out right demeaning them is excellent customer service. When it really came down to it we were talking about a $10 difference in price. A price that they had clearly advertised as an existing price. So I guess WOW would go to all of that length to demean, insult, and berate a customer for $10. I can't imagine what they would do if there was more money involved. I clearly see how WOW values their existing and loyal customers. By, By WOW and yes I will be telling everyone about the SUPERB customer service I received (NOT).

I have since read other negative reviews so I guess this is par for the course, business as usual. I am happy that we now have so many more choices such as; other cable companies and even cell phones with hotspots with unlimited data. If cable companies such as WOW doesn't get their act together they will go the way of the VHS tapes, irrelevant and obsolete.

VERY, VERY, Agitated and Perturbed

I started a two year contract for internet and cable. I was told that the price was locked in for two years and that I would have to keep their services for two years. After one year they raised the price.
This was a phone sale and I was told this repeatedly by the salesman. When I complained about the price going up to the salesman, Chris, he admitted that it was his fault and that he would get it fixed. I called him multiple times and he said it takes time, that it was at the corporate level. I also complained to multiple people in customer service and on the "Experience Team".
Everyone that I talked to just stopped responding to me. I called Chris multiple times and he doesn't return my calls. The company showed me a contract that does not have my signature on it because it was a phone sale. So basically their salesman lie and then sign something different than what they just told the customer.
This is a very shady business practice. Any other cable company I've had hasn't tried to raise the price until the two year contract runs out. I don't understand how this can be legal.
Apparently there is nothing I can do about this, but this company is not trustworthy and uses tricks and lies to do their business.

I would like to speak to someone in regards to VERY unprofessional customer service! First, I had an appointment scheduled for a transfer & the guy over the phone input my appointment incorrectly! I work from home I have now missed a total of 3 days of work not even within a week. I spoke to a supervisor who informed me the notes were correctly input my the guy messed up my appointment date! That was a total
Inconvenience! My appointment was suppose to been for Sunday sept.23 but the guy put it for Tuesday sept.25 which is two days later for one! Come to find out that the tech who had come out did not hook up my services correctly and he wasn't confident that they were hooked up properly! I call customer service to inform them of the inconvenience & they told me they were going to try to get someone out ASAP due to this interfering with MY JOB! The supervisor i spoke to stated he was going to make a call and someone was going to be giving me a call ... I sat about 15min waiting to receive a phone call.. finally i received a phone call from the tech that came out to install my services and I received the worst customer service in my life! The guy was very unprofessional and rude. He was cursing the whole time and stating how pissed he would be if he had to drive from Clanton to Montgomery! He was trying to assist me but he was becoming very frustrated with himself.. I think he was on his personal phone so that's why he gave me the service that i received after getting tired of hearing all the unprofessionalism I asked the gentlemen for hid supervisor he hung up in my face and I called him back he sent me to voicemail leaving me in the steps of trying to make my services work. I have missed three full days off work to receive the worst customer service there is! Something needs to be done about this I am a VERY UNSATISFIED customer and if it was not for my job I wouldn't even worry about trying to keep the services after this huge inconvenience! If someone could get in touch with me as soon as possible I am going to get to the bottom of this, this is ridiculous!

Since we've had the service we've continued to complain about the Internet speed. We've had several technicians come out some don't even know how to fix the problem or the products that we have in the home. That there were wow was equipment. We've been promised 1g of speed which we paid for and we only get 115 MB per second. We Continue to call about the problem and get the runaround. Being told that we would have to make another appointment another technician will come out. Yet they want their money when the bill is due.

Looks like I will have to switch to a different provider that's more expensive, but at least they provide a normal connection. Speaking of the WowWay I can only say that it's terrible and works like s&*$.
The internet stops if the wind blows, a very slow connection, you just can't imagine. It's impossible to watch something online without constant interruptions.
Tell me, is it all because we pay less than the others? So it means we have to suffer?
I am done with them.

I have had WOW since January, 2007. In 2015 they billed me twice each month from August, 2015 through January, 2016 through my debit card and one to my checking account... which was an unknown account. I called and emailed a number of times with no explanation and told to take it to my bank. After numerous months, I had to cancel by debit card and checking account and WOW was still trying to take money out for the "fake" account. Then, my email was cut off in December, 2015. I have had it. I called to cancel on July 11, 2016 and because of the two phone calls that I made over 20 minutes long I did not speak to a representative to cancel my service and have been billed ever since. Previously they would call to say that the payment was late (because I had to change my banking information). I was sent bills but ignored them because I was so fed up but it was my mistake because I am now being taken to collections. I chose to ignore the bills because I felt this whole ordeal was unorganized and ridiculous. Why am I rehashing the billing issue, because the money went somewhere and I had to fix the problem without wowways' help. I did not take the money out of my own account and use it for...
That is why this whole situation is frustrating. So many mistakes on your end as well as my end without any resolve or answers.

THE RESPONSE WAS:

"If you are referring to the billing issue that was resolved in May, I am showing that credits totaling $147.20 were issued to close that matter. I am not certain what rehashing that matter will resolve now.

You did not cancel your account. You called twice on 7/11/16 and – by your own admission – hung up while on hold, before our representative could answer the phone. That does not constitute a request to cancel service, regardless of how long you were on hold that day. When you continued to receive billing statements from us, you could have called at that time to clear up this matter. Instead, you chose to ignore the statements and notices and let your account be disconnected for non-payment, only contacting us when you received a collections notice."

" I understand that you were frustrated, however, that does not exempt you from the responsibility of notifying us if you wanted to close the account and stop the billing. Unfortunately, ignoring the account does not make it go away."

Respectfully,
Leslie - C6463
Auntie, K-Pop Fan, Trekkie
Executive Response Team
WOW! Internet, Cable and Phone

HOW IS THAT FOR LONG TIME CUSTOMERS OR THEREFORE CUSTOMER SERVICE. WOW IS A HORRIBLE COMPANY TO DEAL WITH EVEN AFTER 9 YEARS.

on Jul 29, 2016
SIGNED UP FOR A 12 month contract, but decided to cancel on 7/5. So I called on 7/5 and took equipment down on the 7/6. Well I received a bill for $ 111.87. So I called told them that I canceled my services before the 30 days were up. They had the days mixed up. So they fill out a form to dispute it. And I refuse to pay $ 82.62. If I was with in a 30 day contract .

..

SIGNED UP FOR A 12 month contract, but decided to cancel on 7/5. So I called on 7/5 and took equipment down on the 7/6. Well I received a bill for $ 111.87. So I called told them that I canceled my services before the 30 days were up. They had the days mixed up. So they fill out a form to dispute the charges. Call back nothing been done talked to a really nice gentle men name Larry. He filed another dispute. Called back today 7/28/16 fine out that they don't give money back to perexting customers that have to sign up for contract. Which I was told different. And that's a bunch of BS.

July 18, went online to make payment. I did not receive a confirmation number. I tried again. I received a confirmation number the second time. July 19, I noticed WOW had taken out both amounts. One for $154.62 and $150.00. I called, talked with Debbie, Wow representative. I explained my situation. After a pause, she came back on telephone line. She told me "Wow could not return my $150.00 until it cleared WOW's bank and this would take about 7-10 days. Tonight, I checked my bank account and no WOW check. I called WOW again. Tonight, first I was informed it woudl take 10-14 days. Then hesaid no, It will take 90 days for me to receive my refund. I tried to explain, I needed the money due to a higher than normal utility bill and I was on a fixed income. He continued to mumble. I then told him, I knew the deal. Wow was going to keep my monies til my next bill came out. I will never pay WOW bill online again!

I have been with WOW for a little over a year now. During that year the cable service was so bad that to date I have had 6 technicians out to work on it. Every month, even if I pay my bill on the day service is to be interrupted, they tack on an additional $22 reconnect fee. They do this even if the service HAS NOT BEEN INTERUPTED! Additionally they add a $10 late fee making sure that paying the full balance is never attainable!