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WOW! [Wide Open West] / Knology
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WOW! [Wide Open West] / Knology
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1.3 54 Reviews

WOW! [Wide Open West] / Knology Complaints Summary

2 Resolved
29 Unresolved
Our verdict: If considering services from WOW! [Wide Open West] / Knology with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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WOW! [Wide Open West] / Knology reviews & complaints 54

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Newest WOW! [Wide Open West] / Knology reviews & complaints

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10:02 am EDT

WOW! [Wide Open West] / Knology Cable special

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.

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6:08 pm EDT

WOW! [Wide Open West] / Knology Deducted 2 payments from account

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!

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10:19 am EST

WOW! [Wide Open West] / Knology Cable Service - padding their bill

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!

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3:05 pm EDT

WOW! [Wide Open West] / Knology Customer Service

Today I was having some problems with the video from my cable provider (WOW) so I called their customer service 866 number. To my amazement I was connected to a Spanish speaking female in Nicaragua, Central America. Not only was her English horrid, her knowledge of/or ability to address my problem was non-existence. I do live in the United States of American and we speak English here. And this from a company who advertises great customer service. If I called from Central American would I get a customer service rep in the States who spoke English?

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Onsmart
, US
Sep 19, 2015 9:27 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I think that there is a lot to be said and done with corporations whose employee's do not reflect the proportionate diversity of their customers.

The companies are paying roughly the same labor/expense for the sake of third partying out call center work. Corporations are in the business of employment and they do a darn better job than some of these operators seeking to skirt minimum wage laws and local building and health code ordinances. I am reading about the deplorable conditions in some of these call centers and the way the employees are treated. Poor lighting, unsanitary and overcrowded work stations.

By the way, did you get the issue resolved?

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4:36 pm EDT

WOW! [Wide Open West] / Knology over billing and charging after disconnection

My service was disconnected by Wide Open West on 4/16/ 15. I already had another company Time Warner coming out to install services for cable internet and phone. More channels, better internet and phone for less costs. I called Wow spoke to a rep, Myra to permanently disconnect the service on 4/17/15. She informed me of the places to take the equipment and that I would get a credit, for partial month of service. She transferred the call to a tech to schedule a disconnect at the pole.They sent someone out on the Saturday 4/18/15 to make sure it was disconnected from the pole. Today spoke to a customer service rep, after getting a new bill from Wow billing me through the month of May. Wanting 429.63. She states there is no record of a disconnect order or a call to Wow. Also states that I must pay for the full charges of services that I never used. Wow had already disconnected my services on 4/16/15, for non payment of one month. $136.53, was past due by two weeks. This is totally bogus. How can they do this?

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3:36 am EST

WOW! [Wide Open West] / Knology They ignore you and provide the worst service ever

Don’t trust to the company www.wowway.com. I called them and hired the engineer from this company. We spoke and he promised to provide the best services and ASAP. Everything was lie, ‘coz the seller needed only money and he didn’t care about the customer services. I tried to contact them, but all the time machine replied. Stay away from this company and be aware that they are dishonest.

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7:25 am EST

WOW! [Wide Open West] / Knology Rude staff, scam, stolen money

I received the bill from the company Wide Open West Cable Internet Services. I paid all bills on time and was surprised, when I received the note from the company that my bill wasn’t settled. I called the customer services rep and asked why they didn’t get my payment. The representative was rude and started to pay it today. She was really useless, and I have no idea what to do now. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

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1:15 pm EST

WOW! [Wide Open West] / Knology Refused to refund my money

I ordered Internet package from the website www.wowway.com. The package and installation cost me about $50 and monthly fee was about $35. However, I wasn't satisfied with the speed of the Internet and contacted this company in order to change package. The agent from this company refused to change the package, because we signed a contract already, then I asked to cancel this contract and refund me, but he told me that it was impossible. I wonder if someone had the same situation and can offer good solution. Thanks.

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3:58 pm EST

WOW! [Wide Open West] / Knology Bad ordering experience

I ordered whole-home HD DVR from the website www.wowway.com. I paid about $900 for my order and for the services. They promised to deliver and install everything within 3 days. I waited a week and called their customer services. I spoke with a lady, who asked my address and told me that tomorrow everything would be installed. But they didn't arrive. Please leave comments about this seller, because people should be aware when they buy from such dishonest seller.

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11:02 pm EDT

WOW! [Wide Open West] / Knology lousy cable service & horrible technicians!!

Different company name, same lousy customer service! My wife and I were sorry we chose their cable service, the cable technicians were rude, didn't install our cable properly, and when we called to complain, they gave us the run-around, and the technicians had an attitude when they had to come back and do the work correctly! Don't hire these incompetent *erks! Plus, this company still enforces job discrimination..

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Update by User4987234
Jul 12, 2013 11:37 pm EDT

Those *astards (incompetent cable techs) left garbage on my lawn, and made a mess installing their cable equipment, and disn't clean up after themselves!

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11:34 am EDT
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WOW! [Wide Open West] / Knology Unacceptable cable service

I have used WOW as my cable service provider for about 8 years, and I have had my video bundled with my telephone service and digital subscriber line for the past few years. My picture on all televisions breaks up, freezes, tiles, etc., resulting in an unacceptable picture along with audio. I have had two techs here in the past couple weeks and all they can tell me is that the company is aware of the problem and is working to solve it. I know I should just change to AT&T, Comcast or some other cable option, but it's such a hassle. How can a company knowingly provide unacceptable service at a hefty monthly charge?

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12:32 pm EDT
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WOW! [Wide Open West] / Knology 200 dollars taken from my bank account without authorization

My 1st mistake was ordering Wide Open West. After seeing how terrible the cable and service was I had to immediately cancel. Well, they ended up billing me 250 dollars for 2 days of service. I called and complained and they said I had to pay for the installation and they charged me for the month. That is only the beginning. After many talks with cosumer service and the billing department. They told me that they can't do anything for me. A week later I see that 200 dollars was taken out of my bank account from WOW without my authorization. So, again I call and they tell me that they forgot to pick up the Modem and that once I return it I will get my 200 dollars refunded. OK, so I went ahead and returned the Modem only for them to tell me that they are not giving me my 200 dollars back until I pay the 250 dollar bill, lol. The girl I was speaking with, was being nice, but wouldn't do anything for me. I then told her if I could speak to her supervisor or anybody above her and she told me that she was the manager and the highest in command. And right after that I heard somobody whispering to her on what to tell me, just so I can get off the line. I hung up and filed a complaint with the BBB.

I'm writing here, to show everyone how manipulative Wide Open West can be, and how terrible their service is.

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1:21 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

WOW! [Wide Open West] / Knology Terrible company

On April 11th, my roommate called me at work around 11 AM and said our neighbor noticed that we were receiving the WOW channel line up on our box. That's strange since we are Insight Communication customers. During the call he informed me that our cable was now off, and that a WOW installer was out back. He asks the installer what is going on and the installer proceeds to get very SNOTTY and informs him that our Insight installer STOLE the WOW drop from the utility line.

We have had Insight since April 2006. We live in a multiple unit building. We have had multiple technicians from each company come out for various installs and repairs, not ONCE had that ever been brought up. Of course I was suspicious, I called Insight to report our outage at 11:30 AM, and quickly rushed home.

Now I will admit, by this time I was very heated, and I exchanged a few words with the contractor. I was mostly angry at the excuse he was giving us, and for cutting off our service from the competitor of the company he works for. I ask for his supervisors number and proceed to call him. He tells me he will soon be out.

During this time I witness the installer DROPPING the brand new cable modem right on our concrete driveway. Hope the neighbor figures out what that rattle is. The contractor's supervisor shows up and tells me the same story. When I ask why they didn't call Insight, rather than just cut us off. He said it was OUR responsibility. And basically ACCUSED us of knowing the drop was 'stolen'. How can we call Insight when our phone, cable, and internet were all knocked out by their installer? His answer to this is to give me his cell, with the smart alec remark, 'Well I wouldn't want to put you out of cell minutes.' Well I wouldn't be, bub, if your installer just did his job.

When I ask for the supervisor's manager's number, he tells me 'he is the only one'. Oh really, I'm talking to the CEO of WOW. I'm impressed!

Well now the race is on. Because I threatened to have them removed from the property. I also had to call out our landlord to diffuse the situation. They still have not apologized for cutting off our cable with no warning. They also have no response why we got WOW channels before the shut off. The rush through the job and are out of there by 1 PM.

Insight could not reconnect our service until 5 PM. When the tech shows up, I see him looking at the bang up job WOW did and shaking his head. I asked him to show me what they did. Apparently WOW is not local, but they hire local independent contractors. These people like to cut costs, so they will switch the Insight line at the utility pole, to their connection. Just so they can save a few bucks and not have to run a new line from the pole to the building.

He says WOW installers are doing this all over the city. The proof of this is the WOW channel line-up appearing shortly before the installer can walk over and cut off the connection to your apartment. Beware if WOW installers are near your apartment. This is hard to do anything about, and its hard to get the police involved since it is a rental property.

WOW hires shady and lazy independent contractors and there is lack of accountability on their part. This lack of action leads to very unprofessional contractors who think they can do whatever they want. I will never be a WOW customer, and I am encouraging friends and family to never consider their service or to drop it. The deceptive tactics of their contractors, is a face on the company itself.

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Daniel Gaines Jr
, US
Aug 17, 2015 4:04 pm EDT

As much as I would like to agree with you, cable companies have the right to reclaim their property without informing you first. Cable prices go up because individual channels go up on their price. They are then make the decision to either go up on price or drop the channel and there is always will not be happy regardless of the decision. However what I can tell you is that they do not value long term employees, they let go the experienced techs, The equipment in the hubs and in the field is outdated and does not support the quality of service they are trying to sell you. at least in the southern regions. They go out of their way to block unemployment insurance. They do not adhere to the Core values that they preach. Absolutely the worst company to get involved with, just not for the reasons you are stating.

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Wron
Huntsville, US
Jun 08, 2015 10:36 am EDT

About a year ago, I was having degraded signal issues and it was so bad that there was about two dozen technicians coming in my new home to fix the issue; at that time WOW created a “valued customer discount” and attached it to my bill. I didn’t know that they created this category to justify increasing my bill without me adding any new services.
For the last three months my bill has in the $125-123 range; and I have not ordered any new services. This month my bill is $148.88. I called the ISP (WOW) and they stated they gave me a valued customer discount a while back; and every two months they'd deduct $15.00 until it was gone thereby justifying going up on my bill. How is this legal? I have not ordered any new services! This valued customer discount is bogus and gives them justification to go up on my monthly bill. This is FRAUD!
I never requested this valued customer discount; to resolve this fairly leave my bill as it is; in the $125-123 range. I didn't order any new service, never asked to be this "bogus" valued customer! Wow created the "value customer discount" category to justify going up on my bill and that's fraud.

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Publius Americanus
Hyannis Port, US
Nov 15, 2014 5:49 pm EST

They raise rates every year an average of 10% per year. They then loose customers when the rates are raised, so they raise rates again, so they loose more customers. Get the idea here? These people must have had their training from Democrats in Congress.
Maybe Wide Open West should try reducing rates to acquire more customers?
The other serious option customers have is " CUT THE CABLE " and sign up for " SATELLITE TV. "

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lawanda campbell
Chicago, US
Oct 28, 2014 5:09 pm EDT

i was informed that i had an outstanding bill i told her that i was at work and i couldnt pay until the following day which was my payday she said the tech would be there the next day to cut off service i told her i was at work and wouldnt be home however i made arrangements for someone to be there she said to tell him the situation because it was out of their hands and he would call when he got there well he did nothing but disconnect the service so i paid the amount that was requested thinking me service would be reinstated because they said it would call customer service four times and i got four different answers the final outcome was i had a bill of $329. after it was paid they said i owed 71. how come it was never mention in the beginning now i have to pay that and a reconnection fee and loss two days of service no one was understanding it takes five minutes to cut off service and two days to replace ive always had wow and ive had problems before which was resolved quickly at this point i think im fed up and i will definitely not recommend your service to anyone everyone there give an different respond to my question unfortunately im sorry to depart from your services when asked for corporate it was told it was nothing they can do but this who you have working for you

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jorks
Naperville, US
Nov 15, 2012 1:52 pm EST

In the past few months it is impossible to get through for service. You call their service line and many times it is busy and if you can get through they tell you it will take 45 minutes to talk to someone. I had to as my computer service was down. I scheduled an appt they did not show, I called and waited again and scheduled another one and they did not show again.I got lucky and the service came back on. Now my video has problems. They say they are upgrading and getting a new billing system but to treat customers like this is inexcusable.
Frustrated and shopping for alternate in Naperville il

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cable guru
United States, US
Mar 04, 2010 5:32 pm EST

This is an anonymous cable contractor for wow. As much nonsense that this truly sounds like, this complaint is ridiculous. It is our job, as any cable technician will standby, that if we approach an install, and another company decides that it would be easier to steal the other companies drop to the pole, instead of running their own line to the pole, we are entitled to reclaim our line. Each cable company is responsible for their own primary line to provide service for the residing customer. So if you had an insight technician perform their job correctly, you would not have this problem. You can not blame the (wow) installer for doing his job. Because that is exactly what i would have done. And to approach the shady and lazy contractors comment, sorry... WOW contractors as well as In-house employees are far from lazy... We are highly qualified and can probably run circles around Insight. But you can send those lovely comments to your dedicated, drop stealing, lazy a.. Insight Company Technicians, that apparently does not know how to properly install cable.

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4:51 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

WOW! [Wide Open West] / Knology Wide Open West contact info

I have had difficulty with my phone service. The problem is that I could
not find any contact information for the upper management. I am writing to
let everyone know how to find it. You have to look in the menu for finding
employment with them. Careers at WOW! At the bottom of the homepage, to the
left is a list of areas, click on Management Team. Here you will find all
of the higher management, including the CEO, with contact links.

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zrol33
Plymouth, US
Dec 03, 2012 8:52 pm EST

WOW has the worst service of any company I have ever dealt with. We have had unauthorized charges which they refuse to rescind. They do not take phone calls unless you are willing to wait at least an hour on the phone. I tried to email but their error message says "invalid email address" and would not accept any messages. I finally switched to another company but WOW keeps billing me. One of the charges was $940 for nonreturned equipment but they refuse to pick it up or tell me where to return it. Extra charges are invented. My account is still unresolved after 6 weeks.

WOW! [Wide Open West] / Knology Customer Reviews Overview

WOW! (Wide Open West) / Knology, accessible at wowway.com, offers telecommunications services primarily in the Midwestern and Southern United States. Their product lineup includes high-speed internet, cable television, and voice services. Customers can choose from various internet speeds and TV packages to suit their needs. Additionally, WOW! provides options for business services, including cloud, data, and voice solutions tailored for different organizational sizes. The company focuses on connectivity solutions for both residential and commercial markets.

WOW! [Wide Open West] / Knology In-depth Review

In summary, WOW! [Wide Open West] / Knology is a provider that offers a range of services including internet, cable TV, and phone options. They have a presence in several areas, and customers can enjoy bundled services. While pricing is competitive, customer service and reliability are areas that could see improvement. The user experience is generally positive with a functional online portal and mobile app. Additional features like smart home integration are a plus. Customer reviews are mixed, and the company shows a commitment to community involvement.

Company Overview

  1. History and Background: WOW! has established itself as a notable player in the telecommunications industry, providing services to residential and business customers.
  2. Service Areas and Availability: The company's services are available in select regions, so potential users should check availability in their area.

Service Offerings

  1. Internet Services: WOW! offers various internet plans that cater to different needs and budgets.
  2. Cable Television Packages: A selection of cable TV packages is available, with options for different channels and content.
  3. Phone Services: Landline phone services are also provided, with features that may appeal to certain customers.
  4. Bundled Options: Bundling services can lead to savings and convenience for customers.

Pricing and Value

  1. Cost Comparison with Competitors: Prices are generally competitive, though some users may find better deals elsewhere.
  2. Promotional Offers and Discounts: Promotions can provide additional value, but users should be aware of the terms.
  3. Contract Terms and Conditions: It is important for customers to understand the contract terms to avoid surprises.

Customer Service

  1. Responsiveness and Support Channels: Customer support is available, but response times can vary.
  2. Resolution Efficiency: Some customers report efficient problem-solving, while others have faced delays.
  3. Customer Satisfaction Ratings: Ratings are mixed, reflecting the varied experiences of customers.

Performance and Reliability

  1. Internet Speeds and Consistency: Internet speeds are generally as advertised, but consistency can fluctuate.
  2. Cable TV Service Quality: The quality of cable TV service is satisfactory for most users.
  3. Uptime Statistics: Uptime is good, though not without occasional disruptions.

Installation and Setup

  1. Ease of Appointment Scheduling: Scheduling installation is straightforward, but availability may depend on the area.
  2. Professionalism of Technicians: Most technicians are reported to be professional and helpful.
  3. Initial Setup Experience: The initial setup process is typically smooth, with support available if needed.

User Experience

  1. Account Management and Billing: The account management system is user-friendly, though billing issues have been reported.
  2. Online Portal Functionality: The online portal is functional and convenient for managing services.
  3. Mobile App Features and Usability: The mobile app is a useful tool for users on the go, with a range of features.

Additional Features and Services

  1. Smart Home Integration: Smart home features are a modern addition that many users will appreciate.
  2. Security Services: Security services add value for users looking to protect their home network.
  3. On-Demand and Streaming Options: On-demand and streaming services are available, expanding entertainment choices.

Customer Reviews and Testimonials

  1. Positive Experiences Shared: Many customers have shared positive experiences, particularly with the range of services offered.
  2. Common Complaints: Complaints often center around customer service and occasional service outages.
  3. Overall Customer Sentiment: Customer sentiment is varied, with some very satisfied and others less so.

Corporate Responsibility and Community Involvement

  1. Sustainability Efforts: The company has made efforts towards sustainability, which is commendable.
  2. Community Service and Engagement: Engagement with the community and service projects are a positive aspect of the company's presence.

Final Verdict

  1. Pros and Cons Summary: Pros include competitive pricing and a range of services; cons are inconsistent customer service and reliability issues.
  2. Recommendations for Specific User Needs: WOW! may be suitable for users looking for bundled services and smart home integration.
  3. Overall Rating: The overall rating is moderate, reflecting the balance of strengths and areas for improvement.
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