WOW! Internet

Horrible I'm paying for 500 go speed I'm only getting 120 if I'm lucky cable is terrible don't even have movie channels and I'm paying close to 300 dollars a month bull$#*! Their equipment is constantly breaking and they won't replace their technicians don't know what their doing have the time I got all the movie channels and sports channels and Dvr way cheaper than I'm paying now from other providers not to mention when I call their customer service people are very rude

We finally had to ditch the service because it was so slow and spotty. Upon disconnecting, they attempted to charge us for a router and mesh system we never had. Upon install, we used our own router, with their required modem.
To this day, I am still fighting a $300+ charge that is a spiteful scam. My next step is taking them to small claims court and making a formal complaint to the BBB. I would not recommend using this shady company under any circumstance.

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

First, in the interest of full disclosure, I will note that the internet service itself has not been an issue. It has been solid.

This is for WOW corporate and not specifically this location. I started my internet on 5/29/21. There was a promotion at the time for a $250 gift card when you sign up for their gig speed internet. You are supposed to receive this after 90 days of service.

10/04/21 - At the beginning of October, I realized that I hadn't received the gift card so I called and spoke with Randy in retention who said that he didn't know what had happened but would process the current offer for me which was $300 instead of $250 but I would have to wait another 90 days.

01/20/22 More than 90 days later, still nothing. I called again and spoke with Trichelle (Richelle?) who said that I would receive it by email in 2-3 days.

01/25/22 Still nothing. I spoke with Charlie who said that they would process it but it would take another 90 days. I said no. I have already waited 90 days twice and I was fairly confident that I would not receive it after another (3rd) 90 day period. She said that they were escalating but she hasn't seen the form yet for the gift card. I was then told that the form was being reviewed the the 'back office'.

** quick note. I was told by nearly everyone on these calls to check my spam folder which suggests that they believed that it had been sent. If they believed that it had been sent, why can't they process this request rather than get approval?**

01/26/22 Spoke with Hannah. I was told that they had submitted an escalation and that it would take another 4-6 weeks. Again, I said no for the same reasons stated previously - probably not going to get it anyway.

Hannah escalated it to Mario who said that he would see if they could apply the amount (only $200) to my account instead of getting a gift card for the $250. I was not happy about it being offered as a credit to my account but would accept it if they would do it for the $250 as was promised when I signed up - not $200 and not the $300 I was told in October. I just want what was promised when I signed up. I was not going to settle for less after everything that I had been going through.

Mario said that he would call me back in 2 hours. He did in about 3 but I was unavailable to answer the call. So I called back a short time later and spoke with Edward who told me that Mario would call me within 24 hours.

01/28/22 No word from Mario (or anyone). I called and got Mario again who said that the most they would be able to apply to my account was $100 - not $200, not $300, and not the $250 as per the original agreement. Of course, I went ballistic and regaled Mario with all of the history and hoops that I had to go through up to this point and that they would certainly lose me as a customer as well as my brother who I was referring to WOW pending the outcome of this fiasco - not to mention anyone else I can scare off of WOW based upon my experience and this review.

Mario put me on hold again to talk to those above him (again). He came back and offered me a $200 credit on my bill (again, not $250). At his point I said, give me the $200 credit on my bill and I will be leaving WOW as soon as I am able to secure another provider. This way I have three months of paid service to locate the ideal option. Though, I will drop them as soon as I find the right deal for my family.

I came to WOW because of the horrendous service provided by Comcast only to experience the same awful service with WOW. I tried to give the 'little guy' a chance. I have had them in the past. They used to be known for their customer service. That was always the advantage they had over Comcast. Sadly, not any more.
I am attaching all of my notes from this case. I have been keeping these since my call in October. This is something I learned in so many years of dealing with Comcast.

Calls: 7
Total time spent on phone calls: 3 hours 12 minutes
Returned phone calls from WOW: 1
Current offer from WO to sign up for gig speed internet: $250
Losing a customer over $50: The WOW Way

I AM ON AUTOPAY 2 YEARS AGO MY CHARGE CARD EXP DATE CHANGED I CALLED WOW TO CHANGE IT. THAT TOOK 3 CALLS AND 2 DAYS TO DO. A FEW MONTHS LATER WOW SHUTS OFF MY SERVICE BECAUSE I HAVE NOT PAID MY BILL I TOLD THEM I'M ON AUTOPAY. I WAS TOLD THAT BECAUSE I CHANGED THE EXT DATE THAT AUTOMATICALLY KICKED OUT OF AUTOPAY. LAST WEEK MY CREDIT CARD WAS HACKED SO THEY SHUT IT DOWN. SO I CALLED WOW WITH A NEW CARD # WITH NO PROBLEM AGAIN WOW SHUT ME OFF NOW THEY SAID THE LAST PERSON I CALLED PUT IN A REQUEST TO SHUT OFF MY SERVICE. I HAVE BEEN SO MAD AT WOW THERE SERVICE IS SO BAD IT'S CRAZY. I SENT LETTERS TO THE CEO, OF COURSE, NO REPLY SHE IS TOO BUSY SPENDING HER MONEY. I TELL EVERYONE ABOUT WOW IT IS NOW MY RUNNING JOKE AND I KNOW A LOT OF MONEY PEOPLE THAT RUN BIG BUSINESSES THEY ALL LAUGH VERY HARD ABOUT MY WOW STORIES AND THEY PASS IT ON. THEIR PHONE HELP ARE ALL MORONS THAT CAN'T COMPLETE SIMPLE TASKS. I AM LOOKING TO GET RID OF THIS DUMB RUN COMPANY OUT OF MY LIFE. YOU WILL BE SORRY IF YOU GET WOW

Don't bother with the, they suck. Had them for 5 five years, never had a late payment. I moved, cancelled my service and returned my equipment, found out they sent a Bill to collections which I didn't even know about, $85, my credit score went down 49 point because of this idiots, run from them, do not bother

Wowway suddenly changed the streaming service so now instead of getting local Chicago programming I get South Carolina (weather, sports, timezone, news, etc). Called twice and they can't fix it?

You sent a tech to my house he was rude obnoxious condescending and a jerk. You allow that. I would think you would want your customers treated better. Shame on you Wow. Please don't ever send him again if I need help

Wow! Cable is by far the WORST Cable provider in America. I have lived in, MN, AZ, and Michigan and had three different providers and would HIGHLY recommend you NEVER get Wow! Cable. It's very expensive and not a week goes by where I don't have a problem. They should be ashamed of themselves. They also never offer refunds for their WORTHLESS product.

I wouldnt even wish this internet apon your worst enemy. I rather do back flips on a high traffic highway then use this dog $#*! again. -8 out of 10

This internet cant even load a web page to my new internet package im looking at

I was a customer for almost 5 year's I had problems since day one I was just to busy to switch because I was working at the plant and didn't have time to address Wow but now I have they overcharged me they make you pay for services a month in advance didn't understand that cause what if you die can't get that money back then they was charging me extramoney charges for saying my card was declined but they was using someone else card they equipment wasn't working properly always had to switch out boxes and customer service was very poor and they didn't know how to explain your bill JUST ALL AROUND BAD SERVICE I WOULD NOT TELL NO ONE TO GET SERVICE FROM THEM THEY NEED TO BE CLOSED DOWN THEY LOYALTY DEPARTMENT TRIED FOR A MINUTE THEN THEY FAILED ME WITH A BAD ATTITUDE AND THEN SAID THAT'S THE BEST IT'S GONE GET THEN I SWITCHED TO XFINITY!

This is what my tv looks like after Wowless "fixed" it. I'm so hot right now! I called Wowless an hour and 10 minutes ago and my internet was WORKING. It just goes out every weekend. This is my 4th 1 + hour phone call to them since 11/3. Russel, the wonder tech did something and now I have NO INTERNET and they swear it wasn't him and it will be down until Wednesday night.! Please, if you are moving and Wowless in one of your options, please go with the other. I cannot say enough awful things about their service and their Customer Service.

WOW is terrible in the maintenance department. We've had 3 cable/DVR boxes go out. We were told the 4th would be new, the other replacements never have been. They just go out. So the guy shows up and says the "new" box is only HD and no DVR. Well how am I going to record movies and shows I want to watch? So he can only replace the cable/DVR with another "used" box. Well that means that it was turned in or already quit working or could be any age! We were told it would be a new box. It's not. WOW internet is spotty as hell. Every day the service goes out for no particular reason. We've had technicians come out, we've bought EERO, there high speed service. Every single time someone looks at it they magically find some setting or part incorrectly set or placed and still the service drops out every single day for some unpredictable time. Please bring me some competition so I can buy a competitor's product. They make so many excuses and are predictably bad. I live in town. It shouldn't be this hard to get good service.

I have been a customer of wow for 7 years. I returned the boxes when i moved out and they credited by account for all but one box. Spent on hold for 30 minutes to request clarity on what happened. Difficulty communicating with the representative. Acknowledged finally some of the boxes were returned after challenging the point. Requested a waiver for the $199 dollar fee for a 7 year old cable box being charged. Told me nothing can be done. Sadly I enjoyed wow as a cable provider, but this experience has left me confident i'll never use them again.

Would give 0 if able to. Was on phone with customer service for OVER an hour today. They were not able to solve even 1of my 3 problems! Needed to change account my autopay taken from. It was a frustrating joke! Finally had to make account on their site to do. Need to figure out logistics of getting new internet and will cancel all services from WOW. Monthly charge almost $250! Have limited cable and slowest internet! OUTRAGEOUS

I sold my business and my house the end of August, I called wow to stop service. They have proceeded to charge me and will not refund my money. I have been on the phone at least 30 times trying to get someone to help me. They give you the run around, do not document any conversations in regard to your calls. They might process one of my refunds, however it takes 4 to 6 week! This company doesn't have any integrity, they don't teach their employees how to handle refunds. No one understands the process and the ones that do don't tell you. I owned a company for 11 years and I guarantee you I had to make some refunds, I did't give my customers the run around! To think that you have to jump through hoops and keep calling them for your money! I am pretty sure taking money out of my account when I stopped the service is illegal. I will be contacting my lawyer today. DO NOT USE WOWWAY!

Call wow on phone & online chat, both locations play the 40mins wait game with intention not to interact with customer on canceling service. Wow closed local office using pandemic excuse. When opening account, they promise will send mailing package for modem return when account closed, that's lip service not honored. I shall file complain with michigan attorney office tomorrow on wow. In mean time, stop paying monthly fee.

When it works, it's great, but sporadic internet service does not make customers happy. My internet speed is supposed to be >100 Mbs, but for days, I could not stream from Netflix in the evening and my browser would not connect for me to even run a speed test. About three times a day, email messages could be accessed, but the images embedded in them would not download. Most of the "customer advocates" who are available at the call center's support phone center follow a very defined script, asking customers to reset their modems and routers. In doing this, they ignore information that points to low signal strength as being the problem. The first "advocate" with whom I spoke this week said that she could detect a signal going to my modem, so she concluded the problem had to be with my router. I bought a new router so that this could not be used as an excuse for the poor internet service. After installing my new router, I called Wowway for technical assistance again. After being on hold for a solid hour, I got a competent tech who was shocked when he checked the speed to my home, and after his adjustments, for that one evening, the speed was >200 Mbs. But the next morning, the ping speed was 29, the download speed was 0.14, and the upload speed was 0; in the afternoon, I couldn't even get to the speedtest web page. So I made two calls this afternoon (on hold for a half hour each time), and had to go through the same reset pattern with the modem and router, because the "advocates" were not willing to check the signal strength to my home, and seemed perplexed when I described the various symptoms and told them that I couldn't even connect to the internet because of the low signal strength. Finally, the second one made an appointment for a technician to come to my house in two days.