Consumer Complaints and Reviews
I moved to AL to be with my fiancee within the past year and a half. Since I have been here I have noticed multiple occasions where the internet's download speed would suffer after a rainstorm. We usually end up having to pester someone to come out. They will troubleshoot stuff inside the house, but when we suggest that it is something outdoors they seem to try to not have to do any actual physical work. The issue eventually resolves itself, but this happens quite frequently and we wind up without internet for a few days at a time.
Recently, instead of having the typical download issues now we're having upload issues instead. It is dropping to below.1 and it's virtually impossible for my fiancee and myself to enjoy our usual entertainment which happens to be a video game (mmorpg). I notice that it happens much more often around certain times of the day - usually in the evening and early morning. It will gradually right itself, usually after a few resets and a lot of patience... a lot a lot of patience. Which right now is running very thin because of these problems. We are planning to see if a tech will come out, but more than likely they will say we need to wait until Monday or something, and then never show up. But if they do show up, it will be the same rinse and repeat response without ever actually fixing the issue!
I would not recommend their services simply for the fact that customer service and their techs seem like they are not obligated at all to help you. They just want to lazily come to your home, fidget a few things, get back in their truck and fidget even more objects, and then go along their way because that's apparently all you get.
I'm going to make this short. I planned on keeping Wow for a long time and within 2 months, I had to switch back. They have a 60 day money back guarantee and there are 10 stipulations that they do not even inform you about before you can get that money-back guarantee and you'll be lucky to even get it. (I didn't.) Also, their service is terrible and I had to have someone come out within the first month, which is why I cancelled in the first place. I am looking to start a class action lawsuit against Wow. If anyone else who has been wronged financially by Wow would like to join, please contact me at **.
Nothing is easy with this company and their cable service is the worst ever! Unfortunately, they are the only provider in my area. I discontinued their cable service a year ago & just kept their internet service so I can stream TV on Sling/Hulu. Their cable quality is horrible and way overpriced. PLUS whenever I try to pay my bill online it never works so I have to call their sorry excuse for a phone payment system which sounds like static. You have to listen to long messages that don't even apply to you after each prompt before you can even select your option. If I had another provider option, I would drop them completely!
I have had WOW cable for 2 years due to an exclusive contract my apartment community has with them. Since the beginning, I've had nothing but problems, i.e. poor channel quality, poor internet quality, etc. Their technology is also sub-par, i.e. old DVRs and Phone Service. I hated their DVR and On Demand services so much I bought a TiVo. I have to call frequently due to individual channels disappearing from my line up, and cable/internet outages. I've had to have a technician come out several times, and usually they tinker around and say something about signal strength or it was something temporary.
What finally drove me to write this review was my most recent experience. My cable TV was out except for 1 channel on a Friday and when I called their technician did some "resetting of the cable card" and it didn't resolve the issue. They sent someone on Sunday, who had it fixed before he arrived, saying they went "one step further" than the phone tech did and it restored the service. He indicated that the phone rep could have done the same thing. However, 1 channel that I watch frequently was still not working. He checked the signal strength and swapped out the connection in the service panel and said it was due to low signal. Everything seemed fine after his work.
Then I got my next bill and was charged $50 + taxes/fees, for the visit. I was not told about this ahead of time. So when I called, they removed the $50, but not the Taxes/Fees because they couldn't credit that. When I said I should get a credit for the time my service was out since I had paid for it, I was told that they were only authorized to make a $50 credit. Some other trending issues: my bill when I signed up for service was supposed to be $149 with taxes/fees included in the total. It was only that amount for few months, then jumped to $182/month with no explanation, and recently went up to $194/month again with no explanation.
Channels are consistently "pixelated", picture will go out but retain audio until the picture comes back. The DVR they issued was 10+ years out of date technology. Phone service works, but lacks online management like many other cable companies. The modem that also provides the wifi needs frequent rebooting, or the wifi signal goes out. Internet/phone/cable will frequently go out for a few minutes on a regular basis. I can't recommend this company to anyone. Luckily, the exclusive agreement with my apartment complex is up and we're going to have the option to choose WOW or another cable company. I'll not name the other company, but they are about to get a lot of business from my apartment complex.
I’ve had service with WOW for years and I’ve always stuck with them because I never had an issue with their service and customer service was always friendly and helpful. But at some point during the last few years, that completely changed. Their service started becoming unreliable and their customer service reps were rude, would constantly interrupt you when trying to explain the situation and then act like you’re the one being rude. I won’t go into my exact situation as it’s a year’s worth of issues working with the customer service reps and would be way too long to explain. I have a tech coming to my home tomorrow, so we’ll see what happens then. But my advice, and I hate to say this, is to stay away from WOW. I know that no cable company is perfect but knowing that WOW used to be good and have now gone downhill so much, I just can’t recommend them anymore. I will most likely be switching providers myself.
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The purpose of this review is to recognize Customer Service Representative Michael **. I switched to WOW in May for one day and cancelled the service due to lack of availability of specific programs in my area. On the day of installation, I paid one month in advance. I continually called and spoke to several WOW representatives who stated there was no record of my calls and then promised the check was in the mail. I did not receive my refund (a portion was deducted for some odd reason) until the month of September. This was due to the professional, courteous, and 100% customer service oriented by the name of Michael **. He delivered what he promised. I can't thank Michael, **, enough because I never thought I would get my money. Thank you Michael! You are an asset to WOW!
I've been read all the reviews for Broadstripe and I am sure I have everyone beat!! We went with WOW service as a bundle which included cable, Internet and phone service. We ended up cancelling our cable and went with DIRECTV as we had nothing but issues with our boxes. Cable services were terrible!!! We complained and complained and customer service was rude and did nothing to help, except they would throw a credit our way occasionally. So we cancelled the cable, sent the boxes back and received a credit. Months later Broadstripe was sold to WOW. Apparently when the info was transferred over, they transferred our service over as a bundle, phone, Internet and yes... cable!! Because we pay online my husband just paid the bills.
4 years went by and I happened to look at a bill and called asking why it showed cable on my bill?? Of course they said "We show you have cable." I found my paperwork showing when we returned and gave them that info. They confirmed the date they received the cable boxes and didn't know why they were charging me for cable when I haven't had it in 4 years. So I asked to be refunded and was told someone else would contact me. Within 24 hours I received a call, as I overpaid $52.00 extra every month for 4 years.
I was informed I would receive a $50.00 credit and that was it!!! They said it was an error that occurred but it was my responsibility to review my bill. I explained I had reviewed my bill to make sure I wasn't being charged for cable 4 yrs ago. They refused to reimburse me even though they confirmed it was an error on their part!! What a crock of **. I no longer have their service.
I had services installed on 9/2/16. When I called to inquire about the services I was told I would have all my channels from TWC and more. I specifically asked about the kids' channels and was told I would receive them. I purchased the medium bundle. The day of installation they were supposed to be at my house between 1-3. I had to call them. They apologized and said they would have someone at my house within the hour. Nobody showed up. I had to call again. Of course they apologized again and said they would get someone to my house. At 5:23 they showed up, and left at about 7. I had plans and had to cancel them. I noticed that I did not have the kids channels I was promised.
I called in today, 9/8/16, and they said I would have to upgrade to the large package, which is more money of course. I am a disabled veteran and a single mother. I was of course upset, but they were not very friendly. I told them I was going to blast them all over social media and was basically threatened if I did they would not help me. So I went ahead and got the large package and then told them I was blasting them and hung up. The way they treat customers is ridiculous.
If you need help with this company's products beware. You will speak to someone in south America or India who knows nothing and will be told to have a tech person come by. This will cost you $50 each time even if it's the company's fault. Because there are often problems this becomes quite expensive!
Cable companies can make you crazy! I had Knology for more than 10 years and then WOW bought them, so my cable experience has gone down the toilet! And I get to pay them more money to make me unhappy!!! It took a tech some 20 minutes to return my TV's to cable stations. I hate WOW!
The On Demand section of this Cable service Sucks!!! No new movies ever, the shows I do want to watch are never updated! I need a new cable provider. This ** is garbage! Funny thing is all this garbage that is on there no one watches but Heaven forbid I work late and have to miss a show cause if that happens I will never see it, it somehow becomes lost in tv and never to be seen again! Not to mention the slow internet, terrible customer service, screw these guys! You would think that with all the competition out there they would take pride in their service and well that is just not the case! As soon as I have time I will be getting another cable provider! Sincerely Very Disappointed Consumer!!!
If WOW arrives in your area, run in the opposite direction! A few months ago, after talking with friends and comparing bills, I discovered that I was paying far more than they were for less service. I visited our local office, showed the rep copies of the other bills and asked what we could do about the charges. He reviewed the bills, flipped through some pages in a notebook and said the best he could do was give me all three services (phone, internet, cable) for $100 per month plus misc charges, taxes and fees that would bring my monthly total to around $135 which was down from over $200. Mind you, this was the lowest level of services offered and no HD. It was still more than what my friends were paying, but I agreed to it anyway.
I asked for something in writing and he said he couldn't provide me with anything, nor could he make any changes to my bill that was due in 2 weeks (and automatically deducted from my checking account). I asked for his name and said he was Casey. A month later, I received my next bill. Instead of $135, it was $175. I then called our local office, asked to speak to the customer service manager, was told he was helping another customer and I said I'd wait. After 15 or 20 minutes, a guy comes on the line (who sounded very much like the first guy I spoke with), I asked if he was the customer service manager and was told yes. I explained my prior visit and was told they didn't have anyone working there named Casey, nor had they had anyone by that name a month ago.
This guy agreed to honor what I was previously told, but could only do so for a year and I said fine. Two weeks later, my checking account was charged $136. Get my next bill and it's $157. Called the local office again and asked to speak to the manager. After having been left on hold for 30 minutes, I gave up and called the 1-800 number. This took me to a guy in Central America. Told him my story and he said he'd need to place me on hold while he checked into my account. After holding for 9 minutes, I was disconnected.
Called back again and got a woman this time. Again, explained the situation and was told that the manager I spoke to a month earlier did not agree to $100 per month, but rather $122 plus misc charges, taxes and fees. I pointed out to her that I was charged correctly two weeks ago and was told that he gave me an extra credit for that month only. She refused to honor what I'd been told 2 months ago and I told her I'd be leaving WOW, but she didn't seem to care (probably because she's in Central America). I'm now headed to my bank to cancel my direct debit authorization. If I could, I'd give it zero stars, but the lowest is one. Thank you.
So WOW keeps increasing our bill. Two months ago, they increased it 25.00 for no reason and said to save money I should discontinue our land line. So I did. This month's bill went up another 25.00! The representative on the phone tried to say there was no error and basically 125.00 minus landline equals 150.00!! She was very patient and tried hard to find the problem. In the end, the rep said, "When you make a change on your account such as dropping landline service, your account goes back to default settings."
They charged me an extra 50.00 in random default settings including 20.00 service repairman (did not have repairs), 10.00 wifi modem (we have our own modem), upgraded internet (we use the "slowest") and left off our 10.00 discount they promised for a year! I can't believe they care so little about their customers!! Did they think I wouldn't notice that 125.00 minus landline service equals 150.00? Geeezz what idiots! I hope I don't have to go through this every month!
We have had WOW for 2 years in which the bill has went from $65 to $130. Our service and internet is always out. If you call that's $50 for service. I am looking for new service at this time. I also seen a commercial that you treat your customers and employees with great service - WRONG! There have been so many bad reviews I know now why people go to Bright House. I will not recommend you to anyone.
My service was turned off for nonpayment for almost a month. I had just moved here and was unable to find a job. So yes, I understand that part is my responsibility. However, they still billed me for the time I didn't have service. $140.44. Billed me just like I had service. I called and it was supposed to be resolved and that amount deducted from my bill. I played to have it turned back on and everything was fine. Then, I get the next bill and it shows a past due amount for $140.44.
I called again to get it resolved and the representative was rude and unprofessional. Told me I never had my service interrupted and kept talking over me. I hung up on him in an attempt to speak to a supervisor. I am told because my service was "soft" disconnected and not "hard" disconnected I still get billed the regular amount. WHAT?? I don't care what kind d of disconnect it was. I DIDN'T HAVE SERVICE AND SHOULDN'T HAVE TO PAY FOR IT LIKE I DID HAVE SERVICE!! That is just criminal. I now have a call into corporate. If this matter is not resolved I WILL see an attorney over these poor business practices!.
Recently I had no internet service for hours at a time then it would come back on for a short while only to go off at various times. I called customer service only to be put on hold for longer than 20 minutes then told the soonest they could come out would be in 5 days. When I told them I worked from home and that this would not work for me they told me a service tech would call me before the end of the day. They said that twice on 2 separate days and both days came and went with no call back. Finally when they did call me it was Saturday night and close to 9pm. I told each person I talked to what horrible customer service they had and I would recommend them to NO ONE. I asked for a credit and the best they could do was $5 off my monthly bill. Lately I've found that I can't connect on a wireless mode so that will be the next call to them. Their service may be cheaper but in this case, you get what you pay for.
WORST CUSTOMER SERVICE EXPERIENCE EVER!!! I have both internet and cable TV with this company and have had TERRIBLE service with BOTH services. INTERNET: Called for service and was told a tech would be out that afternoon. Got a call from the tech saying he had "already left the area" and would come tomorrow. Upon explaining that I would be at work he said he would "make a special trip back" to see what he could do (this was at 3:30pm). He ran in for a few minutes and said he needed parts and would be back the next day at 3:30. I said fine, and left work early to be home to let him in... NEVER SHOWED, NEVER CALLED. Went back and forth with customer service getting nowhere. Finally asked to speak to a "supervisor" who did get someone back... 2 DAYS LATER... To fix the issue!!
CABLE: No cable TV since 5:30 this morning. Called customer service... "Sure, we'll schedule a tech to come out..." First available appointment? 4 DAYS from now!! Explained this was unacceptable and wanted to speak with a "supervisor". Waited on hold 45 minutes, only to be told the first available appt 4 DAYS from now is a full day time slot, which means I would have to take the day off work to wait around to see if someone would show up this time. Again, I explained this was unacceptable. Her only solution was to make an appt 5 DAYS from now with the latest 3 hour window being 1-4pm... Still requiring me to leave work early to wait for their tech! I expressed my total dissatisfaction and asked for some type of credit/compensation. A $10 credit was the "most she could do". RUN FROM THIS COMPANY. WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!
Their sales tactics can only be described as 'bait and switch'. If you are looking for a 'deal' you definitely won't find one here!! Whatever price you're quoted, you can expect to be billed approximately double.
First of all, I do not ever review companies or products online, but my family was really scammed out of a lot of money by this company, and I think others should know what they are signing up for. My experience with Wow started out very positive. We originally chose Wow because they offered T.V. and internet for only $50 a month, but the internet service has had constant problems since almost the beginning of the service. We have had many service calls out to the house for it. Finally they figured out the problem and it has been working well enough for the last couple of months.
Because of these service problems, my husband asked that Wow give us some sort of compensation for all of the trouble. The customer service rep told him that they would give him an "upgraded channels" without the additional charge. My husband did not follow up to see what we were being charged until this month. Unfortunately that means he did not catch the $400+ that Wow had deducted from our account in the last three months. We called to find out why we had been overcharged and was told that the free "upgrade" wasn't free and they had been charging us $150 a month for the additional channels. Had we known that this was going to happen we definitely would not have authorized it.
HGTV is good but not worth $100 per month! Regardless, when we explained the situation to the Wow manager she said that the most she could give us was a $156 refund because the "bundle" package was $98.00. (So I'm not really sure where the $150 was coming from.) I asked that she go back to the recorded conversation where the rep told my husband he would not be charged the additional upgrade fee, but the manager said she would not be able to locate it without us providing the name of the Wow representative that my husband talked to back in April. By the way, this whole conversation took over two hours and we got nowhere. In conclusion, don't be suckered by the promotional deals this company offers, and if you do decide to go with them watch your account very carefully or you may end up in the red.
Thank you WOW. Thank you for the long waits on the phone for service. Thank you for the chronic low speeds and outages. Thank you for today's internet disconnects that prompted me to call your "Award Winning Customer Service" in the first place. Thank you to the associate from the internet department who advised me that the previous customer's password was still on my WOW provided modem. (Is that what will happen to my password?) Thank you to that same associate for rendering my modem inoperable during the course of trying to diagnose the problem--and for the disconnected phone call about the same time. Thank you WOW for a customer service phone system that required me to call back, remain on hold again, and try to explain what happened every step of the way--thru the snarky guy in customer service and finally back to the internet department to a new guy who had no idea of what had transpired, or how to help me.
Thank you for not being able to get a service person out to assist me until later the next day. After all, I called with slow service and during the course of WOW's technical attempts, lost my service altogether. Thank you for not taking any responsibility for that. If WOW had, I would still be a customer and as of today, after 4 years, I no longer am. I decided to try Xfinity wireless and so far, it is performing better for me than WOW ever did. Thank You WOW.
When my bill reached $160.00 a month, I got rid of all services except for internet. The first month was $25.00. The second month was $65.00 because they had "upgraded" my internet. What a load of crap.
In April 2015 I agreed to have WOW! provide my cable TV and Internet services. The representative in my home said the monthly charge would be $90. When I got the first bill it was $100. There was no contract involved and the representative said he could not provide me with a receipt at the time he was in my home. That was lie No. 1. The same representative also told me my rate would not be increased more than $5 a month for each of the first five years. I was receptive to that. But after one year I suddenly got a bill raising my rate to $135.00 a month.
When I called the company to complain, I was told I had been given discounts and the discounts had expired. Well, I was never told anything about discounts, only that the monthly increase would not exceed $5 a month for each of the first five years. That was lie No. 2. I called WOW! twice in May and directed them to discontinue my service effective May 25, 2016. I returned all of their equipment on May 27, 2016 and I have a receipt to verify that. They now claim, as of July 1, 2016, that I owe them $270.00. That's three major lies this company has perpetrated against me, and it's an outright crime. I feel certain they will claim I owe them money and damage my credit rating with their false claims. I want to know how I can stop them from damaging my credit rating. This company should be banned from doing business in Ohio and cheating customers the way I was cheated. Thank you.
I have been a customer of WOW for 5 years. The cable and internet worked fine, but the customer service is awful. When asking for payment arrangement they would not work with me until after my service would be shut off, therefore accruing a late fee and a reconnect fee and this would only keep service on for 5 days (I couldn't make a payment for 7 days)... Therefore on that 5th day, they disconnect again, add another late fee and reconnection fee, which would total $84 just in fees before I could make that payment. I understand that I would be late on the payment, but they would NOT help without interrupting my service 2 times in 7 days... Again, I have been a customer for over 5 years.
I called to have my internet and cable connected through WOW! despite the bad reviews. AND I MADE A BAD CHOICE. Not only did the first technician show up FOUR hours late, he left my house without my cable connected, trash in my yard, and left OPEN wires. I have a child and three dogs at home. This is UNACCEPTABLE. When the technician came out to fix the repairs the last technician left behind (after I called three days in a row), he hit my trashcan with his truck and spewed my trash all over my driveway. I have pictures of all these incidents from this UNPROFESSIONAL company. Not only did it take almost 5 days to get a supervisor to even respond to me, but then to have him hit my trashcan and leave my trash everywhere is just a disgrace to the company as a whole. I will NEVER recommend this company, and will defer anyone inquiring about their services.
I used WOW (formerly Knology) from February 2010 through September 2015 and never once missed a payment. I canceled my service and moved in September, paid my account in full and returned their equipment (cable modem), which I got a receipt for. My account was always set up for auto-pay, so they had my bank info and my contact info and I set up mail forwarding after I moved. I received no bill from them, no communications whatsoever. Four months later I run a credit report and they have turned my account over to a collections agency over a bogus $92 mystery charge.
Additionally over the course of my time as a customer, they kept quietly increasing my bill. It increased from around $50 to over $90. I once called them and threatened to cancel and they agreed to cut my bill nearly in half a year. That's the way they do business. You have to pay close attention to your bill or you'll get robbed. The internet service itself was decent, I never had any problems.
I used Knology WOW internet service from Aug. 2014 - July 2015. The internet service was sufficient during my use of WOW. For its monthly price is worked extremely well, however the fees can really be a problem. Therefore be sure you do everything that could possibly require a fee. For me these were: I struggle financially for a period, and didn't pay my bill for two months. After this period, my internet was disconnected, so I gathered the money and paid the bill. What I wasn't informed of was that there was a $44 reconnect fee, which is baffling considering they didn't send a technician out to reconnect. It appears this fee is simply to gain more money for me already struggling.
After I disconnected my service, I moved away, I was informed I would only pay a partial bill (which is fantastic) and that my final bill would be mailed to my new address. Forward a month or two, and there is no sign of a bill, so I attempt to login to my wowway account and view/pay my bill online as I had done during service. Apparently when your internet service is disconnected, your internet account is disconnected also. Therefore, there is no way to gain my bill other than calling. My mistake is assuming that either my account is taken care of (possibly my parents did it) or eventually the bill will arrive, yet it never does. Fast forward to December (5 months after my disconnect) and I receive a notice from a credit collection agency.
Finally after much work, I come to discover I have accrued $30 in late fees, simply because I did not have a way to determine my balance other than calling and being on the phone for an hour. Luckily, after contacting Knology, they waived half of the late fee. However the moral is: waste the hour on the phone to save money. TLDR: Don't slip behind on payments, and be sure to get your final bill taken care of over the phone ASAP otherwise absurd fees will be charged. Also the service reps are pretty nice and can slightly help with your disputes.
Cable went out during heavy rain. Reported outage and can't get an "appointment" for 5 days! This is not the first time cable was interrupted during rain.
Remote doesn't work with my TV and the installer told me it didn't, but led me to believe it would after a time. Phillips TV shuts off when attempting to do anything with it. My neighbor AND myself both had payments get rejected after 2 weeks. Unknown reasons. They said we both entered incorrect information - both of us on the same day - not likely. Neighbor saw hers didn't work and corrected it, thinking she was the one made the error. However, I didn't know - I got shut off two weeks later and they said I disputed the payment. (I did not).
They then billed me for reconnect and late charges. Very awful sporadic internet service, TV freezes up frequently and the first customer service rep I spoke with was more interested in talking about her daughter's attempt at not starving to death than listening to my issues. She continuously interrupted me, then insinuated I lied about the remote issue. The second customer rep explained WHY it does it, instead. I have been a customer for 6 months now, and still have not received the 'friend and family' referral credit promised.
Oh where do I start with just how down right awful this experience has been for me... We moved into our apartment complex in September 2014, and they pay for extended basic cable (channels 1-73). We signed up for the 25 meg internet service which we were told would be $30 a month. It is now the middle of July, and our bill has been correct MAYBE twice since we got the service. The $30 service has turned into a $60 service (they say we were told incorrectly, that the basic 3 meg service is $30, and since we wanted to get 25 meg service, we are charged a $30 "upgrade" fee every month.
The bill always has some bogus charge ranging from charging us for the TV service the complex pays for, to charging over $100 for our 25 meg service this now suppose to be $60. We call every month and get the run around, and most of the customer service reps are incredibly rude (although to be fair, not all. we've spoken to a couple of rather pleasant ones). We receive partial credits most of the time, if the rep we talk to actually bothers to do it at all. The biggest and I mean BIGGEST mistake we ever did with this service is upgrade from the services offered by the complex for free, to a DVR with more channels. We were told we'd only pay at max $20 more a month for the DVR rental + the other channels. We had the service for 2-3 months and the bill was never below $200 with the service and the mix of other errors and confusion no one can ever sort out.
Recently in June we were struggling financially and our service was cut off. We paid what we needed to get the service back on, and asked what we needed to do to downgrade back to the free cable TV offered by the complex until we could finish paying off the rest of the mess. We were informed downgrading was impossible until the entire bill (even though the past due balance was paid) was paid off.
Once the service was turned back on, we noticed our 25 meg service was now running at only 10 megs at best, most of the time at 5-8 meg. We call. The phone tech runs us through a power cycle and speed tests, then tells us she's going to send a technician out... in a week. I specifically ask if we will be charged for this. The phone tech assures us as long as it is nothing on our side that we will not be. Technician comes out, does a reset on the modem (commonly called a hard reboot), puts the password back in and runs speed tests. Everything is good for the time being.
We finally got the bill caught up, called a rep again, and were told as long as we turned in the DVR before the new billing cycle (which started on the July 16th), we would not be charged for a new month of service. The DVR was returned on July 15th, and we were given a receipt. The new bill showed up online on the 16th, with... guess what... $187 in new charges. Needless to say we were pissed! At this point, we are unable to see the full breakdown of the bill online as the PDF isn't opening and gives an error message.
Another call to a billing rep who fed us more lies, saying because we turned in the equipment before the new billing cycle was started, we were prorated $30 for the day of service we never used (What? Really?! ), plus the next month of service. Not to mention this woman treated me like I was an idiot, slow talking (yes, like you would a child) me through a bill she said she couldn't see fully until the next day. By this point I couldn't hold my anger any longer and hung up before I said something nasty. After a few minutes, I call back and speak to a far nicer person who IS able to see the entire bill she says, and breaks down what appear to be legitimate charges that ad up, and assures me the amount is incorrect and gives me a more reasonable amount.
Finally... I believe the stress is at an end... until midnight last night when I look online again and am now able to see the actual bill breakdown, which includes a $50 truck roll charge. I spend almost 30 minutes on hold (at midnight, really?) and speak to a very nice girl who agrees that the truck roll charge is bogus and is willing to credit the account. In the middle of talking to her, my phone restarts and I lose her. Determined that we won't be screwed over again, I spend another 20 or so minutes waiting for another rep who turns out to be not only rude but down right ignorant as well. She informs me she could at BEST give me a partial credit because the technician who came out wrote that he rebooted the modem (we later find out this is not true) and the previous lady who was going to give the credit left no notes... of course not.
I as calmly as I can (which admittedly is far from calm) explain this is not true, and walk her through what he did while he was here, and let her know the phone technician never once told us to reset the modem (no phone tech in their right mind would tell a customer to do so, as a true reset would most likely clear a modem of all configured information! ), only to power cycle and do speed tests, sending the technician out was completely the phone techs doing. She tells me she can have someone review the phone call and if I was really told what I was explaining to her, we would be credited the truck roll fee and she would call us back. When I ask when we could expect a call, she says if we are going to be up, they can call us back during the night once they review it. I agree and tell her whatever she needs to do to get this cleared, please do it. We stay up until almost 3am, no one calls.
By lunch time today we have yet to receive a call from anyone on this issue. We called in around 1pm and spoke to a super apologetic gentleman who reviewed the account notes and sees where the technician who came out wrote that he did a HARD reboot (which is a reset!) and promises he is going to credit the account the full $50. So far this guy has been the most understanding and knowledgeable, and hopefully follows through.
DO NOT GET WOW INTERNET!! Every single month I have to call them and waste my phone minutes because every single month there is a mistake on my bill and they say that I owe them 3X the amount that I am suppose to! But YOU WILL NOT BELIEVE WHAT IS HAPPENING THIS MONTH! As usual my bill ends up being much higher than usual so I end up calling them and this time they admit right off the bat that the screw up is on their part instead of me milking them like usual. They tell me that it was their mess up and I got charged for basically 2 months. So to re-assure me they say "We'll pay the balance in full and we will just add the extra charges to the next month so your next month's bill would only be few dollars... :) BUT IF YOU DON'T PAY IT IN FULL you will get charged late fees." So I am furious because I refuse to pay extra money for their screw up.
Well they keep telling me that I wouldn't have to unless I don't pay in full. Well I tried to explain them that I have other bills and if I do that it will throw me off and now I wouldn't have enough to pay my other bills so either way I would be paying extra for their screw up. So I asked if I could just pay what I'm suppose to and they just fix the problem or waive my "late fees" because it was their mistake and they basically told me tough ** they can't do that. Not to mention started to get agitated with me and trying to make me feel stupid.
Another instance once I got a crazy high bill and they would not fix because they said that it is my fault because I haven't been making payments. They said that I only made 3 payments (when I made 5 maybe more) and when I called them out on it they asked for the receipts. Well I do not have all of them because one payment was made to the tech and most were via phone or internet so I didn't get any to which they basically said tough luck again. So now I make sure to waste my gas and drive to the store to pay in person to avoid this again.
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