WOW! Internet

So we got WOW and couple of years ago and wow, it's a pile of $#*!. We get a problem at least once a month and I don't understand why my family is not switching off of it. We had a power outage for 30 seconds and we are on our third time calling for support in 24 hours. The internet for the fourth time today has crashed, I just did a speed test and got 800 ms. Absolutely atrocious, they are always unhelpful and it makes sense why they are so cheap. I do give the company credit for having good cable and good internet when it works. They are primarily focused on cable, a dying media and barely care about their internet services. Pathetic excuse for a company.

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

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

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

I have been with you for almost 10 years. I was told I would be paying $148.per month for 12 months starting Feb.It is now June. You tried over charging me last month. I opened the bill for July.It has gone up to $161. I was told I was getting the special rate. She said it was subject to change. Now, I have a contract for 12 months. You are lying to your customer's.It is insulting and we know it. I am not the only one. For these 12 months I will look at other option.It has got to the point My trust in your service is gone.

INCOMPETENT DUMB OFF SHORE NON-ENGLISH SPEAKING EMPLOYEES - CALL WAIT 30-90 MIN. THEN RECALL 30-90 MIN WAIT, FINALLY GET TO US BUT STILL INCOMPETENT - IF YOU HAVE TIME TO WASTE THIS 3RD CLASS COMPANY WILL BE WORTH IT FOR YOU. WHAT EVER YOU DO DOES NOT MATTER TO THEM UNLESS YOU WANT TO CANCEL ACCOUNT

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.

I have to write this true assessment of what this consumer believes is the worst cable/internet/phone company in the southeast. I have been a customer with this company for over 7 years paying over $120 a month for service. After getting orders for reassignment to Germany, I contact this company to terminate service around the end of December 2016. After terminating service and several phone calls to this company, I have been unable to get anyone on the phone to even pull up the account I had. Tonight, it is after 12am (midnight) here in Germany and I have been on the phone with Representatives from WOW's call center which is not in the United States talking to four different people on the phone (one named Bete and another called Alex; the other two I cant recall their names). Not one of these reps were able to find my account in over 2 hours, 30 minutes with me calling from Germany. Anyone who has been stationed overseas, know that phone calls with a phone card are not cheap from the part of the world. How in the world can a company take two minutes to have a Rep on the phone to setup service, 10 to 15 minutes if you have a problem with your existing service but after 2 hours and 30 minutes: they cant even find your account when you terminate service. I am in Germany, servicing my country and WOW runs my entire phone card balance out in a phone call to get my refund after canceling my service. Please support a government civilian and Retired Army veteran show companies that do this sort of thing will not be supported or tolerated. Also remember that WOW will officially turn off your access to your account as soon as you terminate your service with them. No access to see your account, final bill or have the ability to get your refund in a timely manner. Owe them, they want their money now. If they owe you, lets see how long it will take you to get it or even get someone to pull up your account that is somehow no where to be found.

Started out OK but downhill from there. Hope this information is helpful to others.
1. If they owe you money, forget about ever seeing it. Was owed $9.06 (not a lot but it's mine, not theirs). Have waited 4 months and made 3 calls; giving up.
2. Be sure to check the 'Additional Services' portion of statement. I was charged for an additional adaptor I never received/used but had no way of proving it and had to pay $129 when I closed the account.
3. Was charged $2.00 monthly for a digital adaptor when the cost was to be $1.99. Again, not a lot of money but if they're overcharging all their customers one cent per month this is a nice, if not illicit, profit for them.

Good - Prior to ~2014, customer service was pretty good and connection speeds were consistent.

Bad - Customer service is really bad, I mean really. First, 75% of the time the tech cannot speak intelligible English. I live in a bilingual household with accents allover the board when it comes to relatives but these techs make no attempt to speak clearly. If you are lucky? Enough to get an American, then they simply do not care. TV is usually blaring in the background and they seem to always be eating.
Bad - Service in general. Any time between 4pm and 11pm, the connection speed (download) intermittently drops to zero. If you primarily surf or watch NetFlix at 3:00am then you're golden, otherwise it is frustrating.

Ugly - Comcast is an option where I live, not a great one but an option nonetheless. I switched my email to google account a couple of months ago and am ready to make teh jump. Have them coming to install this Friday.

I have been with this company since it was Americast. I probably should have already left. To start they keep increasing rates (cable/internet package). When you have a problem with your email as I did a few months back, they disable it until you contact them without letting you know. Instead of trying to troubleshoot the issue, they just keep telling you to run anti-virus scans, even when those turn up nothing. It turned out I had a trojan that was following my keystrokes, so they were of no help. In addition, there are multiple company emails that I used to get that stopped coming since their multiple disabling of my account. They claim it has to do with my webmail settings, but changing those hasn't helped. They have also stopped replying to my emails to the tech dept. about this issue. Also, they have removed channels like BBCA from their line-up without any real explanation.

This is THE WORST company I have EVER dealt with in my life!
1. Internet was out for 3 days before a technician showed up and fixed the problem. Day 1: Tech complained about having "already left the area", but would make a "special" trip back to fix problem... walked in, looked around said he needed parts and "would be back tomorrow at 3:30", I left work EARLY to be there to meet him, never showed, never called. Took multiple phone calls to "supervisors" to get another tech out... 3 days later!
2. Cable TV out 5:30 am today... waited on hold 45 minutes with customer service to finally speak to a supervisor after being told the first available appt was 4 DAYS away! Finally got a "supervisor" only to be told the appt 4 DAYS away was a WHOLE DAY time slot meaning I would have to take the day off from work to wait around for someone to show OR I could make an appt 5 DAYS AWAY to get an appt between 1-4 pm (still having to leave work early)!
3. To top it off I asked for some type of compensation for being out of TV for 5 DAYS and "supervisor" said the MOST she could give was a $10 credit... WOW! WORST COMPANY EVER!

THESE PEOPLE CAME OUT BECAUSE MY SERVICE WAS OUT IT WAS ON THE POLE BURNED OUT FUSES, THEY HAD THE GALL TO TRY TO CHARGE ME $89.50. THE REASON BECAUSE I CANCELLED THE APPOINTMENT. I NEVER CANCELLED THE APPOINTMENT! CALLED THEM THEY ARE IN SOUTH AMERICA AND TOLD ME THIS IS HOW IT IS. NO IT NOT, I AM CANCELLING THEM AND HOPE THEY SINK THEIR BUSINESS! THESE PEOPLE ARE CROOKS AND CON ARTISTS. SHAME! I AM ALSO REPORTING THEM TO FCC AND ATTORNEY GENERAL AND SUGGEST ANY OTHER CUSTOMER DO THE SAME. Update: called back and demanded a customer rep in US. they gave me the credit but told me in the future even though it was an outside cable problem that I am suppose to call and cancel the original appointment otherwise there is a $50 charge. AS I TOLD NIKKI NO TIME IN THE CALL DID ANYONE SAY I NEEDED TO CANCEL THE APPOINTMENT IF THE CABLE PART FIXED THE PROBLEM NOT BY THE CUSTOMER SERVICE REPS I SPOKE TO SEVERAL INCLUDING A "MANAGER" who was a customer service rep with experience, she made some wrong statements and when I pushed she told me she was not management but called that. AGAIN DONT GET INVOLVED WITH THESE CROOKS. I GOING TO PAY THIS MONTH AND THEN I AM HISTORY BACK TO MY OLD SERVICE. AGAIN i URGE ANY WOWWAY USER HAVING PROBLEMS OR HAD PROBLEMS TO CONTACT FCC AND ATTORNEY GENERAL OFFICE AND OPEN A CASE. ALSO ALWAYS ASKED TO SPEAK TO SOMEONE IN THE US. "WOWWAY TAKE AN EXAMPLE FROM DISCOVER CARD ALL REPS ARE AMERICAN IN AMERICA". I personally feel if I am paying for service I want my money going to AMERICANS.

So yesterday I contacted Wow based on numerous mailers and a door to door salesman coming to our door a couple of months back. Looking to lower my cable bill. I spoke with a sales rep who's name was Mike. He was very nice and informative and gave me full disclosure. All is good so far... He puts me through for third party verification I get a confirmation code. Appointment set up for this morning between 8 and 9 am. This is where is goes south. Due to work I got to bed at 230am. I got up at 7am to be ready for a sales rep to be here as early as 8am. So were waiting and waiting no one is showing up. Our phone rings at 930am and we are informed that our appointment was cancelled because our third party verification was not done? I said that's funny I have a confirmation number to say otherwise. I give it to the woman. She makes a call and finds out that this is their error. Notes our account and tells us to call another number to get a credit. So we do and they acted as though they could have cared less. We explain our reservations about going into a one year contract when we are being treated in this manner and we don't even have the services yet! It wasn't until I asked to speak to a supervisor that someone wanted to start to take some action. Offering a 20.00 credit to our bill and an appointment for tomorrow. If we'd like to go without a contract they will raise our bill 20.00 a month. Gee thanks. Needless to say cancelled the appointment and staying where I'm at. Maybe the money I pay extra a month is worth the good customer service I get. Wow you could have had a great customer... you lose.

After many consults by phone to make certain there were no hidden costs or fees to installing a bundle deal I changed cable companies-lost my phone number. 2 days post install I checked what I owed and it was about 30 dollars more than quoted- They said they couldnt give me an exact tally of what to expect for service because the fees were from the government but I had a whole wack of fees from them. BBB investigated and they said -that customer didnt expect an installatiion fee--Not True-bill was 30 above including. I asked- not to drill into my sofit cause it needs replaced and he attached there cable to it. When I replaced them With Brighthouse cable at-$71 LESS A MOS. The picture was 150% better. Finally the attorney general for fl was mentioned - 8th person I spoke with helped me. I'd have to keep calling back because they would just leave me on hold for-ever if I asked to get to their superviser. Rude Insuting and dishonest.