WOW! Internet

When WOW offered Gigabit service in my area I jumped on the chance to get it. I purchased a new Motorola modem and Netgear router capable of handling the speed. While the speeds were greater than my previous 300 Mb service it did not feel like Gigabit service. I checked the speed with WOW custom speedtest and it came way short. After many calls and several hours of time to customer service, they sent a tech out and he found an ancient filter on the line and he removed it and then tried to charge me for the service call. Though the speed did increase to the 700-900 Mb range during the late night (2am-7am), the remaining time it fluctuated between 400-700 Mb. Again, many calls later, they scheduled a tech to come out. The tech contacted me to discuss the problem before he arrived and he let me know that there was not going to be a solution to the problem as the Gigabit service was rolled out way too early and the system infrastructure could not handle it. He told me that in 6 months to a year it may be able to handle it but not before. I was also told that the standard for Gigabit service was 80% of stated service. The stated service is 1 Gb download and 50 Mb upload so the actual for the low end standard is 800 Mb download and 40 Mb upload. My actual on a good day is 700 Mb download and and 30 Mb upload. While the pricing is good for the stated speed it's pricey for what you actually get.

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.

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

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.

As a former employee, please save yourself the trouble and find service elsewhere. I spoke to customers every day and 100% validated their complaints. I planned to keep my internet one I left as it was already connected but they refused to give me any better pricing than $96/month for 1g internet ONLY. I called 3 times after my last day to remove the cable because they did NOT do it properly the first time and was told I can't make changes because I'm still an employee. Second time, I couldn't make any changes because I was yet again. Still an employee. Then 3 weeks later after NO success with anything, I called to cancel because I switch service altogether and could not even cancel my service because I was still classified as an employee! Employee or not, I should still be able to change my services if I want! Then after I contacted my former supervisor to cancel my service because that was the only way. They deactivate your account after you cancel and now I can't see my final bill to verify the charges! All they can do is email my the final bill within 24-48 hours and now I have to call to pay a bill rather than paying it online. ABSOLUTELY RIDICULOUS.

Over an hour wasted talking to technical service at WOW who are no more than human robots - basically who read out of service manual and essentially ask you to perform the same "disconnect and reconnect power" (in different flavors;e.g. Standing up, sitting down, eyes closed, standing in your head….you get the picture) for every internet issue imaginable. Then of course when nothing works, they want to send a technician out to the house ( for a cost of over $60) since they are the "super technicians" that will definitely resolve the issue by spending another 4 hours going from room to
Room and from inside to outside and come to the conclusion that they need to rebuild your whole house to correct issue. In any case, after all that mess and frustration, I told them that I am refusing any additional service and told them that I will will be contacting them back to cancel service and move to their competitor xfinity instead. Accordingly I signed into my account got into my account to verify some information just to
Learn that they have an outage in our area this was the first thing that I asked technician to check and she claimed that no outage is shown in my area and she sucked me into performing the useless diagnosis I wish that someone
From wow senior management contact their technical team and asked them to diagnose and correct an issue for them. This will be the only way to experience first hand this agonizing and painful experience that every customer faces when dealing with them. Absolutely pathetic and clueless. Technical team needs revamping. Very frustrated at the time wasted with these human robots.

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.

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.

Review your bill. I have been charged for modem rental for the past 20 months but in fact it was MY modem. WOW would only reimburse for 3 months.

Bad company they can never get there internet to work they just need to do us all a favor and close there doors
WoW no internet

We constantly have issues. Internet down at least once a day. Slow speeds. Slow support. Billing issues

These guys will keep you on the phone for hours, tell you a price that they will change the second you hang up!

15 YEARS OF SUCK. SAME OLD SWITCH BLAME TO YOU. YOU GET WHAT YOU PAY FOR. IF YOU WANT THE CHEAPEST IN THE AREA YOU GET MADE IN AND NOW OWNED BY CHINA.

Service interruptions everyday I filed a a suit for my money back for the year that I was not given exceptional service

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.

Had a tech come out to update my router because I upgraded to 1000 speed… easy enough right? Nope he showed up without the new router and replaced two of my three eeros… they were a three eero system. Took the home eero and a slave eero replaced with two wow crap eeros deleting the center eero. So now I have two eero from wow and missing my two. Eero only range 30 ish feet so my house is 100 feet deep and they put one at the end 100 feet from the home? They didn't see the one between duh.!.!.'@/$-. So now my system is messed up and they stoled my eeros. Called them and have to wait a week for an appointment. The day before my appointment they send a text stating they would be here between 10 -12 am lol. I set appointment up for 4 so I could be here. Called again no one was available to change times to what it should be that is noted in the account notes of a 4pm appointment so they told me the next one open was 14 days longer… bull shet I told them it was your mess up and you took my property come fix this crappy service and bring my property too. So they deleted my network, set up another with their two eero system that is not powerful enough to run Wi-Fi through my house. Wtf pay for 1000 service and can't get mor then 300 speed with 20 feet of my house dead to the Wi-Fi. But that's ok to them the two errors they put in are running on their side. Hahaha while they only support 600 speed. Sounds to me like your service and equipment are garbage why sell 1000 service and set up 600 max Eeros is beyond me….

Excellent customer service and provider. No more customer service from India, and no more of India trying to sell you a service package without helping you. AT&T has gotten too expensive, provides the worst customer service (See Consumer Reports article), has restrctive hours for help with the Internet, and the products are below average. WOW gives you 15MPS Internet connection as compared to AT&T which gives you 3MPS, if you are lucky. Also, WOW is AMERICAN based and is located in Colorado Springs with customer service 24/7 in Colorado and Alabama. They give you a phone service (land line) with free toll and incoming calls plus 100 free minutes for local and long distance/month.
I urge you to look into their services, if it is located in your area. The cost is only $7 more per month, and you can negotiate price and have your installation waived. The only drawback is outsourcing installation. INSIST on having a WOW employee install your lines, and do not be afraid to ask the installer if he is contracted. The contracted individuals will not do anything which is not their job but WOW employees will help you with everything from setting up email to figuring out how to set up other devices you might have, such as, Roku.

Been with Wow (Knology) since 2006. They went downhill abut 2 years ago. Horrible service. Would not recommend.

I was a satisfied customer when i maintained service with WOW.
However, after terminating my service (due to out-of-state relocation) that's when problems arose.
At my prior location the equipment drop off location was quite a distance from my area so i was told WOW would send a "specific" box to drop off at FedEx. However, they KEEP SENDING the return box to my old address & repeatedly send me threatening (non-replyable) emails telling me if i don't return their equipment they're going to charge me hundreds of dollars & ruin my credit standing in the process.
So I call the company every couple weeks & waste an hour each time trying to correct the issue, but my attempts are futile: WOW CONTINUES TO MAIL THE BOX TO MY OLD ADDRESS AND SEND THREATENING EMAIL "REMINDERS" each time.
I've been dealing with this for nearly TWO-AND-A-MONTHS NOW & AM TIRED OF DEALING WITH THIS STUPID ISSUE and speaking with customer service reps in India or the Phillipines. Maybe leaving a negative review will help.
My suggestion to prospective customers - GO ELSEWHERE! WOWs services aren't any better than any other company. But they may TRY TO SCAM YOU FOR HUNDREDS OF DOLLAR$ WHEN YOU TRY TO TERMINATE YOUR SERVICE WITH THEM!
BEWARE!

Terrible techs, HORRIBLE CUSTOMER SERVICE! DO NOT WASTE YOUR TIME NOR MONEY! Cheap yes, but you get what you pay for.