Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early December 2024 we were having issues with our cable box. WOW sent out a technician by the name of ******** (who was very professional) informed us that WOW cable would be phased out and that ******* TV would take it's place. WOW was offering $57.99/month for 1 year for all new customers. I wrote this price down on the work order he had left us while he was still there as I wanted to be sure of the pricing. We decided to go ahead as this pricing would save a significant amount over our current WOW cable bill. We scheduled service for January 15th, 2025 in the AM. Unfortunately I did not get the name of the tech. My husband was there to handle the set up & I was out of the country due to a family illness. I was connected by phone while they were setting up as the account would be processed through my ****** account. When it came to accept the pricing online I told the tech it was showing the price of $82.99 and said there were no discounts available. We have NEVER had ******* TV, ever. I told the tech we were told by the original tech ******** $57.99/month for 1 year.. He said to go ahead and click on the verification anyway and then call the WOW loyalty department and they would handle it. As I was out of the country my husband followed up with WOW and we were told there was nothing they could do we had to contact ******* TV. My husband contacted ********** and all they could offer us was Day 2-21 = Free, then 6 months at $72.99/month. This is NOT the $57.99/month for 1 year rate we were originally quoted by ********. We have been customers of ********************** for over 25+ years, never switched or changed providers. We have been very loyal customers to ********************** and now we are left in a very bad situation. We want WOW/******* TV to honor the pricing which was originally quoted by ******** in early December 2024 of $57.99/month for ! year.

  

  Business response

  01/31/2025

  I have spoken to the customer, and they have already decided to cancel their ********** subscription. I advised the customer that ******* tv uses their own billing tools which wow does not have access to so any billing issue would have had to be handled by ******* tv.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for their internet service for $25/month. This was reached with a $35/month internet charge minus $10 for autopay. When the equipment came and was set up they charged me $45. They did not apply the $10 discount for autopay even though when I signed into my account my credit card was set to autopay and they had sent me a router and extender I never asked for or wanted or was told about during the signup process - so they could then charge me an additional $10/month. It is now my responsibility to spend a few hours on the phone waiting and arguing with their customer service and then driving to a drop off site that is an hour out of the way. I will personally be fine but this seems scammy and targeted at older or confused people who just pay them the extra money without understanding what is happening.

  

  Business response

  01/31/2025

  Reached out to the customer multiple times concerning the ******************** complaint there was no answer. I left a detailed voice mail advising the customer that the auto pay credit of $10 per month applies only after enrollment and may take up to one billing cycle from time of auto pay enrollment to appear on their bill also left Executive Response Team contact number ********** and pin **** good until April 1st, 2025, if he had any questions.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Having had internet service for several years, mostly a good relationship, but everything changed after hurricane ******. After a week or so most outages had been cleared, however every night service went down and in the AM I had to reboot everything, modem, booster, etc. And often had to go online to reset all or call service ***** After several promises that the issue was fixed, it continued every day. So I had Spectrum installed and discontinued service on 11/15/2024. Then on 11/22/24 my credit card was charged for a full month, which I refuted.Then WoW billed me again for full month, $65.69, plus a $30 late fee. I called and talked to a supervisor and he agreed to cut the due in half, $45.35. I agreed to pay and just asked that he send me a new invoice for that amount. After a week and no invoice, I called the ********************* and asked why no invoice. They said there was no note on my account to cut the bill in half.This is not only terrible service but to lie about a conversation. Now I will agree to pay only the half month I should have been charged, $32.85. I will also advise anyone to NOT deal with this company.

  

  Business response

  01/21/2025

  I spoke with the customer about his concerns regarding the credit he was due to receive for the service issues he faced. I have applied a credit to his account to zero out the balance. 
  

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used Wow internet for about a year at my then address in **************** michcigan. At that time my contract with **** was completed and I moved out. I cancelled my water, gas, electric, paid them all off and called WoW internet to cancel and paid off that service too. My service should have been cancelled on sept 17 2024 and all the qeuipment was dropped off at one of their drop boxes on that date but wow, unnkown to me till recently did not cancell my service on that date at all as I had demanded and have continued to bill me every month. I have called them multiple times to demand they stop charging and refund me but the have refused to do so. I do not wish to take them to court but it is getting closre to them leaving me no choice. I will not be SCAMMED by a corporation that enters into this kind of business practices.I am a consultant sofrtware engineer, currently working in **************, ******* is in ******* and that is 10 hours drive from here. I would need to drive that 10 hours, cancel my debit card, get a new one and drive 10 hours back losing more than $50 an hour for the entire trip. This is not acceptable. Ill pay a lawyer 10 times that if I have to I seek a cancellation of this service back dated to september 17th 2024 and a *FULL* refund of the fraudulently charged bills.

  

  Business response

  01/23/2025

  We have closed out and the account and provided a refund for the four months that were billed. I have contacted the former customer and informed him of the process to get the funds back. 

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of Transaction: Dec 19, 2024 This is a *************** Wow " They have charged my account for $229 for *** tickets which I did not ordered and did not received tickets. I am not *** fan. I pay direct payment thru *********** back **** card. *********** gave me credit for $229 but the Wow company is billing me $229 and said that I need to pay by Jan 29th 2025 or they will discontinue my cable. I have talk to many mangers ( all three shifts ) and they are not willing to give me credit.I do need your help Thank you ****** ********** ************ **********************

  

  Business response

  01/24/2025

  I spoke with the customer about his concerns regarding the charges for the *** Sunday Ticket that were billed to his account. I informed him that we have waived the charge as a one-time courtesy. Additionally, I advised that he should check the settings on his account to ensure that the quick purchase option is disabled. 
  

  Customer response

  01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This morning Wow company called and told me that they have waived the amount $229

  Thank you so much for your great help
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/16/2025 at around 1:30 PM EST, a WOWWAY technician came to my residence to troubleshoot why my condo unit wasn't receiving a signal from WOWWAY. Unfortunately, he insisted on going up in the "attic" (images attached) although I tried explaining to him that I never had an issue when switching back and forth between WOWWAY and Xfinity. Long story short, the technician damaged the sheetrock as indicated in the attached images. Unfortunately, he did not inform me of such, and I only realized how badly he messed it up after he left.I have already called WOWWAY in hopes that they can resolve my issue. Supposedly, they will have a supervisor contact me within the next 24 hours. With that said, I want to open a complaint with the BBB to both immediately document my complaint (unfortunately WOWWAY is very unhelpful in regards to submitting written complaints) as well as something to fall back on in case it is needed.The address I shared as part of submitting the complaint is the address where service was received. As for a resolution, I simply want them to send a competent contractor to replace the sheetrock (with paint).

  

  Business response

  01/23/2025

  This complaint has been turned over to our local leadership team that is in the area, and they are going to work with the customer to ensure that this is resolved. 

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  A local team member has adequately addressed my issue. I have no further issues. Thank you.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last bill I received from WOW **************** was $31.. I had **************** for about a week after service was restored after Helena ********** I called multiple times and chat on the messages as they continue to say they would send a technician. The technician finally came and said it was something with the box out side and someone would come in 1-2 days. I continued to call and chat and I remained without ****************s. Today I get a bill I call the company and they tell me with all the calls I never cancelled my service so they will prorate my bill .. I explained to the account specialist who never gave his name that I had no service from them since October so why is my bill 376 and the last bill I received was $31. He told me he would adjust it and now I have to pay $194.15 because I didn't cancel. I have Xfinity and I've had it for months. I don't think I should have to pay for their poor customer service and the representative with such a nasty attitude about my bill. I'm single mom I need ******** for a job and I went with someone who could provide services. My bill is fabricated because I don't have the box connected and it's detailed as to what I have used and that's untrue. I have not had wow **************** since the end of October.... It was restored one week in October and went out again. The customer service guy that adjusted the bill needs to listen and stop and think about the way he talk to customers about the companies lack of service.. his lack of professionalism and to laugh when I tell about him being rude and trying to over talk me like he reading from a script is very rude and unprofessional. They are able to see what you used when it's connected and they know I had no service for months and just because they are a big company they don't have a right to steal from the consumers and I feel like Im being robbed. I just want to pay my $31. O deserved to be charged if I used it charge me but I didn't use the service$194.15 is not correct

  

  Business response

  01/16/2025

  I tried contacting the former customer via telephone to discuss this complaint. We can definitely help with the balance and back dating the charges. We are aware the hurricane impacted the area tremendously and everyone was just doing what they had to do at the time to get by. We would need to get the modem back from the former customer to avoid unreturned equipment charges for the modem. 

  Customer response

  01/17/2025

   
  Complaint: 22803628
  
  I am rejecting this response because:There is no clear resolution. You are taking about equipment return . I will return the equipment on Monday iam not off from my job to take to a facility to get a tracking number. My last bill was for $31 and that's what I want to pay. The bill that was sent give all these details about what I have used as far as streaming and other **************** that was fabricated. I had NO services to be streaming. The bill was a lie. It is not unfair to customers to be charged the services that were no way used. I tried to explain this to the representative and he obviously thought my concerns were funny. I will mail the box on January ******* and the once you get box I would like my final bill that should reflect $31. I
  
  Sincerely,
  
  Noleona *******

  

  Business response

  01/27/2025

  As we previously stated we can assist with back dating the charges once we receive the equipment. "We can definitely help with the balance and back dating the charges. We are aware the hurricane impacted the area tremendously and everyone was just doing what they had to do at the time to get by." Once the equipment is returned and scanned in all unreturned equipment charges will be removed and the balance can be updated to reflect the $31. 

• Initial Complaint

  01/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our business (Pinellas Family Lawyer, PLLC, address: ********************************) signed up for WOW internet with an in-person salesperson who promised there would be no termination fee if we moved somewhere WOW did not have service.2 years later we outgrew our office and moved to a new office. When I contacted WOW by phone to move our service they informed me they did not have service at the new office but could get internet there in 90 days. I told them we could not wait 90 days for internet at which point theybtold me they understood and would cancel our service with no termination fees. The woman, *********, told me to email a copy of the new lease for proof, which I did. She stated she wpuld follow up to confirm, but never did.WOW has now charged a termination fee of over $600 and still continues to bill for service in addition to the termination fee despite the fact that we have not been at that location for several months.After trying to resolve the issue with WOW and being escalated to different departments, I informed them the termination fee was incorrect and fraudulent and that we would not pay the over $600 fee and that they did not have authorization to withdraw anything from our bank account. ********************** proceeded to steal over $700 from our account.I disputed the fraudulent charge with our bank who reversed the charge. WOW then added additional fees for recovering the stolen money. Now they have sent an additional bills for monthly charges, termination fee, and additional fees. All these fees are fraudulent but WOW refuses to fix the issue.

  

  Business response

  01/07/2025

  This was escalated to our business team, who reached out to the customer and informed them that we are unable to waive the early termination fee due to the terms of the contract.
  

  Customer response

  01/07/2025

   
  Complaint: 22767122
  
  I am rejecting this response because: WOW's refusal to fix the issue they caused is the whole reason for the complaint. Restating the problem is not an adequate response.

  WOW states that they refused to fix the billing issue because of contract terms, however the * was fraudulently induced. The salesperson represented that no such fee would be charged in order to get our company to sign the initial *. Then, when our company tried to transfer our service, the WOW representative (*********, I believe) said there would be no fee for cancellation due to our company being unable to wait 2 months for internet service and had me send a copy of our lease agreement by email to WOW as proof. That proof was provided and then a termination fee charged anyways.

  
  
  Sincerely,
  
  ****** ****

  

  Business response

  01/21/2025

  This issue has been escalated to our Business team for further review. We will follow up with the customer. 
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am hoping you all can help me with a huge issue I am having with WOW. After Hurricane ****** came through, at the end of October, WOW put a wire through my backyard to help give 4 customers internet as the box that is in my backyard wasn't working and this was supposed to be for two weeks as a fix until they fixed the box that wasn't working. Now, 2 months later I can't get any help from WOW to get it removed.I am not a WOW member and this huge Wire running through my backyard is a huge liability. I had my kid's friend almost crack his head open after falling over the wire and My dog almost got hurt by the wire as well. My kid and her friends and my dogs can't play in my backyard because of it.I had someone come out in November and they did nothing and again had someone come out on the 19th of December and now it is with some other group that is doing nothing here. I have called about this numerous times but no one seems to care at ****** this point I may have to get a lawyer involved as this is a huge liability and the lack of effort to fix this is unreal. I am extremely upset and calling WOW customer service is making it worse. How this is ok to do to someone that doesn't even have the service blows my mind.I am praying you guys can help get this resolved so my dogs and my child can play in the backyard without getting hurt. I don't want to have to take this to a lawyer and go after WOW but it is like not having freedom and I don't want to just yank out the wire as 4 of my neighbors will suffer.I am beyond upset and this is my last chance to get this resolved before I get my lawyer involved as this liability has become a major problem. If my kids friend had busted his head open because of the wire, I am not sure what would have happened.

  

  Business response

  01/03/2025

  We have escalated the customer's concerns regarding the temporary line to our local advocates. They have reached out and advised that we are working on getting this taken care of as quickly as possible. We are currently waiting for the line locates to be completed, allowing us to proceed with installing the permanent hard line.
  

  Customer response

  01/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Customer response

  01/20/2025

  I have a wire in back yard that has been there for over 3 months and it's a major safety hazard. I thought it would be removed by now but it looks like I am still getting the runaround from WOW. I don't even have WOW service. This wire running through my backyard has been there since October and I have been told they are gonna remove it but it is still there. My Childs friend tripped over it and almost cracked her head open and my dogs have been caught up in the Wire as well. I don't even let the dogs in the back yard because of it. This is an invasion of my personal property and it seems as if they do not care at all. I haven't removed the wire because it will affect 4 of my neighbors who have WOW. I am pretty close to getting my lawyer involved.

  Desired Resolution:

  Finish the Job

  
  

  

  Business response

  01/27/2025

  Our local advocates spoke with the concerned party on January 10 and assured them that we would address the issue within two weeks. We sent someone out on January 24 to resolve this.
  

  Customer response

  01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It was completed finally on January 24th.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the hurricane I was without internet for over a month . I made a payment to the company for 117 dollars even though there was no service the company agreed to reimburse me back the money when there service resumed. When the service resumed they reimbursed me less that what I had paid . I called and the representative explained what happened and spoke with his supervisor or manager and agreed to refund me the first refund of 30 dollars plus 64 dollars as credit for no service and also cancelled my service with the comapny . I never received the money. I called the about it to find out why I did not receive the refund that they agreed on an was told because of a close date they were unable to give me back the money and there back office denied it . The representative said that the manager could not do anything about the refund but would transfer me upon transfer no one answered the called disconnected and no one had reached out since. I would like for the company to refund me what they promised.

  

  Business response

  12/27/2024

  We are currently investigating the account and will reach out to the customer regarding their concerns about the additional refund. 
  

  Customer response

  01/03/2025

  Helllo ******** I would like to reopen the case I never heard form the business after they told the bbb they would  contact me I would like to reopen the case because my issue was not resolved with the business. 

  Customer response

  01/12/2025

  The business has sent me a email from there refund department saying that they have refunded me the money and that I will receive a card in mail with the amount they previously promised. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩