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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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WOW! [Wide Open West] / Knology I often have problems with my internet speed going up and down at different times of the day

I often have problems with my internet speed going up and down at different times of the day. I pay for 100mbps but my speeds often fall below 40mbps . They say I have too many things connected to my WIFI, But how can these things use DATA when they are not powered on? Now the technician tells me to purchase a 200mbps package to ensure I get 100 mbps ? Why can't I get what I pay for ? How can they advertise one thing and deliver another product.

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WOW! [Wide Open West] / Knology Wow! I found an error in my December statement from Wow Cable

Wow! I found an error in my December statement from Wow Cable. There seems to be a miscalculation in the section called "Bundle Plan." When I added up the costs of the items listed under the "Bundle Plan," they should have equaled the number next to "Bundle Plan." For example, HBO costs $10, Medium Cable Plan costs $62.24, and Internet 200 costs $14.25. The total for this section should have been $86.49. However, my statement showed a total of $114.99, which means I was overcharged by $28.50.

I tried using the online chat service to explain the issue, but they didn't seem to understand what I was saying. Eventually, I had to call Wow! customer service to get it resolved. They acknowledged the mistake and will be issuing a $28.50 credit to my account. I wanted to share this experience because times are tough, and $28.50 may not seem like much to some people, but it can cover a couple of meals for my household.

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WOW! [Wide Open West] / Knology We’re WOW!

We’re WOW! customers, and a SPECTRUM tech cut off our service! ? Two days ago, I saw a man up on the utility pole in our alley. I asked him what he was doing, and he said “cable.” After he left, we had no internet, no cable TV and no landline service. ? Our provider of 20 years, WOW!, sent over a technician who determined that a Spectrum tech — rather than installing a new line in the rain — had unplugged our service to connect service for a nearby house. How dirty is that! ? I tried calling Spectrum to complain but found it impossible to connect to a human being. Dishonest techs! Terrible customer service! ? In contrast, WOW! has excellent techs, and their customer service is exceptional — When I called, it was easy to reach a human being, and they were super nice. Although the service interruption was not their fault, WOW! gave us a $25 credit to our bill.

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Tearab
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The apartment that I was renting only allowed WOW internet, so now we are here. At the beginning of this service I was charged twice for monthly bills & even had to get my bank account involved in the process of receiving my money back since ***s would state that they only received one payment rather than the two that had been taken out of my account. Continuing in this, the bank rep actually had me sit in on the phone call with the *** could not come up with an excuse that my bank rep understood as to why the money was taken out or as to where it would have even gone. Then for months after they kept shutting off my services because I was supposedly past due on payment because my bank took the money back & canceled the second payment that was taken. Fast forward through many phone calls, hang *** of time spent trying to resolve that issue, to the current situation: I moved out of my apartment complex about three months ago, the local WOW office has been temporarily closed since the covid pandemic, leaving nowhere to go in, return my modem and *** my account as this process cannot be completed online either. Today, I received a phone call stating that my *** was past due in the amount of 275$ which is ridiculous as I have been trying to return & stop services for the three months having been charged the entire time. I explained to the *** about the moving situation which she transferred me to someone who was supposed to help disconnect & resolve that issue. Instead I spent 20 minutes on hold before someone picked up, confirmed my account *** was transferred again & put on hold again. The last rep that I spoke with, ***, had confirmed my information & then refused to help so I asked to speak with a *** told me no because I didnt know what my last payment was exactly & the phone call was disconnected. Tried the chat option online & when I asked to have a supervisor contact me, that was disconnected too.

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TalkChapter
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Awful internet service. Extreme lag during weekend and night time hours. Neighbors having same issues continuously. Will cancel as soon as *** digital comes through.

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Stunnaza
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Right after Hurricane *** we moved out of our damaged apt to a home. never late and nothing owed. to move you have to make sure your *** is paid in full. had service set -up and done within a month. The gentleman that came, said he could not take box. No issue, they gave us a box (already stamped) to send back. they received it. The following year I checked my free credit report, and THEY have a large balance of____ showing from this *** Mind YOU, I am still with them; I pay every time, on auto pay. I called and emailed them. contacted for 2 years with 'We will take care of this.' on my 5th phone with , the *** rep said You disconnect your service, "NO! I DID NOT!" she said, she can see that, and she would help. placed me on hold for the 100th time and hung up. I also have a verification email stating I DO NOT OWE, because I know, we all know, those calls MEAN nothing. I wouldn't normally sweat it. but my score went from 800 to 600. it's the ONLY negative thing on my credit. This has to stop everyone on my media said they had the same issues with same

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WOW! [Wide Open West] / Knology After being a loyal customer in your service area, I moved to a new address outside of WOW services

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.

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Draught
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Mar 28, 2024 5:55 am EDT
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After moving to a military installation that does not have WOW service available, I canceled my service and requested a box be mailed to me so I would be able to return my equipment. This request had to be repeated 4 times and an advocate involved before I ever got the necessary box, and my bank account was charged. The ADVOCATE advised me to dispute the charge with my bank once I mailed the equipment in order to recover my funds faster, and soon the unreturned equipment fee was removed and I thought all was well. Then all of a sudden I received a new bill in the mail that was the original unreturned equipment fee plus a returned payment fee. I have tried again and again to discuss this issue with WOW csr's and have gotten no where. I can somewhat understand a returned payment charge, but under no circumstances will I be paying the unreturned equipment fee after turning it in. This has now gone to collections. I don't even have access to view my account because I closed it almost a year ago. I'm trying to contact the company to have an itemized list of charges sent to me.

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E. Binette
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Mar 27, 2024 9:53 pm EDT
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My name is ***, Property Owner (Landlord) for ***. Tenant informed me that WOW! Technician wanted to drill holes through house to install cable. There existing cables to connect to. Cable is incorrectly draped through the window. Please see pictures. Unable to get issue resolved by calling WOW! *** Was told to mail pictures of incorrect installation. Looking for a quicker response.

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DownTwist
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Mar 27, 2024 12:17 pm EDT
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On Monday Jan 16, I called WOW because our internet service was going on and off intermittently. On Wednesday a technician came out and said the problem was solved and the internet was stable. On Sunday Jan 21 we experienced the same intermittent problem. I called again and WOW said they could not send out a technician before Wednesday Jan 25. the technician came out today, changed a few connections in the basement and said all was well. About 3 hrs after he left the same problem occurred again and WOW is now telling me that they can't get a tech out again until Sunday Jan 29. We will have had 3 "expert" technicians out within a period of 10 days to try and resolve the same issue each time and that is assuming the issue is fixed on the third visit. . After filing a complaint with the BBB last week, I was contacted by WOW and they said the problem was now fixed and I should not have any more issues. The internet was stable fot 2 days. Then on Sunday Jan 29 the internet began to drop out intermittently again. This continued and we called WOW on Wednesday Feb 1 and they said they could not provide a tech to investigate the issue until Monday Feb. 6, five days later. The last tech checked the wiring in our home and that is not the problem. Wow needs to resolve this issue and provide the " fast and reliable" internet services it advertises. Having these intermittent internet issues now for a period of two weeks and waiting five more days for a service that should have been provide on the first visit is unacceptable. These issues indicate that WOW in not interested in providing customer service nor are they capable of addressing internet issues.

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D. Woo
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Mar 26, 2024 7:46 pm EDT
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I am trying to set up new internet service with WOW! I had a 8am-9pm window on Saturday, February 4. When the technician arrived he wouldn't complete the job. A new appointment was schedule for Sunday, February 5 from 4-7. The technician went to the wrong house and marked the job complete because no one was home. This is lazy, incompetence is completely unacceptable.

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3:35 pm EDT
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WOW! [Wide Open West] / Knology WOW Cable service negligently reporting to credit bureaus

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.

Desired outcome: If proof of my contractual obligation to them cannot be verified, then I want WOW to cease all collection efforts, and notify Eastern Account Systems to immediately remove the negative accounts from my credit files.

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12:47 am EST

WOW! [Wide Open West] / Knology Internet

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

Desired outcome: I want the 243.90 that I paid on 11/2/2017 to be removed from my credit report account number [protected]

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8:12 pm EST

WOW! [Wide Open West] / Knology Wow billing and customer service

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

Desired outcome: I would like a full apology and total correction of all billing

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8:16 pm EDT

WOW! [Wide Open West] / Knology WOW won't give refund

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.

Desired outcome: My refund

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9:34 am EDT

WOW! [Wide Open West] / Knology iPhone

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.

Desired outcome: fixing the problem

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8:51 pm EDT

WOW! [Wide Open West] / Knology Trying to cancel cable/get a box to return your, router, company refuses to honor our multiple requests

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]

Desired outcome: Get our FedEx box to ship our router back AT NO CHARGE, stop charging us for services we cancelled because they didn't work!

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11:35 am EDT

WOW! [Wide Open West] / Knology unprofessional behavior of company techs

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?

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1:51 pm EST

WOW! [Wide Open West] / Knology On-going internet, phone and cable service outages to acct. 15190872.

After a year of great service, the incoming signal comes and goes many times each day. This problem started seven weeks ago during the last week of January, 2021. Every time I call customer service, we do the same ritual of 'No outages reported in the area'. Then we unplug plug the gateway and reset the modem. WOW! checks and says the signal is weak or tells me I do not have an internet connection. Between customer service calls, I reconnect my DNS on the cable, reset modem and gateway only to realize I have bits and pieces of what I signed up for. I can't record cable programs because they pixelate terribly and freeze all the time. Three technicians have been to my home, replaced splitters or cable, reconfigured or replaced the equipment and declared my problem is fixed. All co-ax, splitters and connectors have now been replaced or taken out, from the telephone poles to the router through my house. After a year of great service, now we do band-aids and workarounds to achieve 'the best possible signal'. The gateway is now in the basement, right off the first splitter to get that 'best possible signal'. My notebook computer has been wireless for several years, but now is hard wired via ethernet cat6 cable to the router to achieve the 'best possible signal', as well. The end result is that the exact same thing is happening. The services come and go from several times an hour to several times a day. The technicians work until the signal fades back in - and declare my problem fixed. The first technician told me the problem was not in my home, but a case has to be built via a history of customer support calls and technician service calls to get the bucket trucks in for servicing the feeds to the area.

Desired outcome: Get me out of the Customer Service loop by escallating this to a higher level of service.

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6:42 am EST
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WOW! [Wide Open West] / Knology Whole Service

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.

Desired outcome: Cable fixed today 1/28/2021

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7:23 pm EST

WOW! [Wide Open West] / Knology customer service - internet

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

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8:29 pm EST

WOW! [Wide Open West] / Knology internet/cable

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.

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7:30 am EDT

WOW! [Wide Open West] / Knology cable/internet services

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!

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3:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

WOW! [Wide Open West] / Knology slow internet speed. false advertising

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.

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6:37 am EST

WOW! [Wide Open West] / Knology horrible connection

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.

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6:46 pm EST
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WOW! [Wide Open West] / Knology Billing and executive response

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.

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10:25 am EDT

WOW! [Wide Open West] / Knology Cable bill

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 .

..

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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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Phone numbers

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Website

www.wowway.com

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