Complaints

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet at my address has been out since December 29th. They say they wont be able to fix the issue until January 2nd. That is unacceptable

  Business response

  01/12/2023

  Good Morning,

   

  We have corrected the service issues for the above complaint at below address information.

   

  *************************

  365 ***********

  ******, ** 30290

   

  Thanks,

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ****, This past week I have spent many hours during chat and on the phone with support concerning my internet account I have been blown off numerous time excuses like its your equipment we cannot update the firmware.We don't know why your signal keeps cutting out. We had no problem until the storm and now our internet stinks and just cuts out. The next phone call I make will be to Frontier.Because of the runaround your reps have given me, I called Arris and they said by law the *** has to send the updates to the Modem, I found the rule just incase you all had any doubt.apparently you have been happy to collect fees from me ( always on time) but not doing do diligence by updating your hardware or the software in my modem.Each Representative has tried to get me to to lease your equipment even though I bought a modem you recommended that apparently you neglect to keep up to date. If you no longer wish me to be a valued customer, please let me know Thank you in advance *********************** ********** image.png

  Business response

  11/01/2022

  Our local supervisor has made contact with the customer and resolved the issue with the firmware on his modem and how to upgrade it.  For now, he is using our modem until his is upgraded.  

   

  I'm not sure how to close out this ticket.  Can you assist with that?  

  
  

   

  Respectfully

  --

  Lori ********

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Current issue: Today 8.24.22 I called to get confirmation of a $44.63 cents for my monthly Internet ONLY bill. Once again, the system quoted a bill that was NOT in line with my monthly payment rate. I'm current on my bill because I spent well over 2 hours on the phone in June working on clarifying my bill. The haggling/sorting out my actual bill happened again in July. After 2 hours, the inflated bill of ***** was corrected. The bill was approx. *****, still over the quote of $43.10 per month. After the "wait" I asked to pay with my card. The *** REFUSED my bank card. He told me ONLY pay at the ************** Over 3 days, I had to keep going back to make my payment. It couldn't be made due to system being "down." Finally I paid-in a store. I called back. There was NO REASON they couldn't have taken my bank card. They caused me a "hassle" Today I spent well OVER 2 hours on the phone with a rep ***** He kept LIEING and stating, "I'm getting you a supervisor, but your new bill is $95.00. My bill is due in 2 days. They are "blocking" me from paying my NORMAL rate to once again set up to "disconnect" my service unfairly. I had that discussion with a mgr. 2 months ago. I did pay $***** to get my service to be the SAME $43.00 monthly in May 2022. Ever since, they continue to ask for $***** FIRST when I call in to pay and then the "haggling" begins and "lingers" Today is the excuse, "Your service contract is up and now you CAN'T get that same rate." "Your New Rate is due for $***** monthly, yes for INTERNET-ONLY. This company is unscrupulous. They've stolen from me by just taking money off of a card, added on all kinds of fees "at whom" , routinely interfered with the due dates, repetitively disconnected by services-UN-fairly. What they have NOT done is left my rate ONE quoted rate of $43.10.******* said a deal expired on August the 6th

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We changed cable and internet provider from WOW to Spectrum. When disconnecting service from WOW we were told our **** is up to date and they would send us boxes to return the equipment. Now we are getting calls from a collection agency for money WOW says we owe them over $500 dollars. We asked for an itemized **** to see what we were being charged for and have yet to receive it. When we contacted WOW and followed up on the equipment they told us to keep it because it was old and they didnt use it any more. When we asked the collection agency (**************** for an Itemized **** they could not produce one either. We would like a detailed **** and this to be corrected before reported on our credit.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I changed to 1 GB internet service. Tech has come out 5 times to set it up and fix it. Each one says I don't have the equipment and that they would order it. Three have said they had to have the office do some things with the line and would be back. They leave the box with the wires sticking out. They NEVER come back and when I call they say it's all been done. They NEVER COME BACK to fix it. Right now my 1 GB is 30 MBs. I have to continue to reset devices. I have wasted 5 days that I have taken off for these technicians to come and NOT do their job. No one has come with the correct equipment-or so they say. They all blame some backlog,but they are the only ones that say that. I call the office and they don't know anything about it. Horrible horrible service!!!!

• Initial Complaint

  06/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I cancelled my service with Wow on May 5th, 2022 due to a move out of state. My new shipping address was communicated and confirmed with the representative, so that I could receive the return box to ship and return my rented equipment to Wow. The box was still sent to my previous address, as confirmed by the new home owner. I then reached out to Wow customer service again, the week of June 1st, 2022 to request a new box be sent to the correct address so I would not be charged for the cost of the rented equipment. The representative confirmed my address, and assured me I wouldnt be charged for the cost of the equipment. Not to worry. It is now June 21st, 2022 and I still havent received the return box. Ive also been charged $533 for the cost of the equipment. I made a call to Wow customer service today (6/22/22) to find a resolution to this issue, and theyre holding my money until the equipment has been returned. I communicated this has been an issue Ive been trying to resolve, and now Im being penalized for it. Additionally, I have to wait until I receive the box, after making a third request, wow has to receive the equipment, then I will be issued a refund?

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive had wow as my internet provider for about a year and for this year ive called them approx 23 times i am low income and my daughters in school so im suppoaed to be receiveing reduced internet all the paperwork has been submitted and everytime i call to let them know they didnt adjust my **** they tell me i have to pay it and next month it would reflect the price change now this has been going on for a year so for 12 months ive been paying 3 times more then i was legally supposed to pay now this is false advertising and i cant seem to get any help by calling them my account is under number ********** for address ******************************************************

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had internet connected in the home I was renting. From day 1 I complained about the crappy service. They did the unplug it and plug it back in c*** several times. Finally they sent a tech out and told me there wouldn't be a fee.I get my **** there is a fee, the internet was still crappy and they refused to apply any credits, including the tech fee. I contacted corporate and he said he would give me 1 month credit, I said no, it hasn't worked since I moved in, I wanted the past balance removed (I paid enough for crap). He refused, I said then disconnect my service. This was December, my service was disconnected and I ended up moving.In Feb I get an email stating my pass balance would be removed. Today, May 20th I get a **** for $115 because they have been continuing to **** **** called and ******* with chat verified he could see no internet use but would not remove the charges.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At 630pm I turned on my Streaming device and it didn't work I called into this business A csr name Paulie answered He demanded past due paymentvif almost $200 I expressed my problem with over inflated **** amount He said "I see you had $104.00 put back into your account and reversed on wow's account back in January So that's why He said you can take time to "talk" about your account NOW or you can pay past due amount of $86.02 I PAID past due He said Do you want me to Email you your Conff# or give you it now.I Saud I'm not going to spend time on Friday afternoon rebirmewing errors in my account I'll do that Monday Yes give me Confumation number now Paulie gave me the number and hung up saying ...Have a good day I had ******************* after he took my payment of pastvduecof $86.02 I called back and ****** told me "I don't see that payment ." "He gave tmyou the wrong confirmation number." "It's a number from back in March I don't see no payment I asked for a manager **** git on the phone She said I don't see nothing with that confirmation number I must make a report for a MisApplied payment I need 1st 6 digits of your card number with the last 4 digits I gave her this Now 2 Induvuduals with NO INTEGRITY have attempted Mangke my account and STEAL money fir self intended for my account The entire time my service is interrupted for no payment despite the **** I told **** I see the money out my account I get notification on my phone Plus that my **** is ONLY to be $44.90 per month Also the 1sr csr who STOLE -DELIBERATELY MISS APPLIED MY PAYMENT TODAY made a deliberate MESS I stated I will NOT be on phone hours on TONIGHT with WOW He made a Mess to REQUIRE that of me due to taking my payment abd NOT reflecting it on my account **** said loom for a Email from them to see WHY my PAYMEBT is NOT showing up with them

• Initial Complaint

  04/26/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  November 2021, I ordered service for my home, based on a promotion for the fastest internet, free HBO *** for a year and a free modem, all for a monthly fee of $50. I was told that the equipment (a modem and two Eeros) would be delivered, a technician would connect the internet from outside the home and self-install instructions would be with the equipment. I received the modem and two Eeros that was left on my doorstep. Based on the directions, I was only supposed to plug the modem in a telephone **** and the Eeros could be plugged in to two separate places within my home and follow prompts in the app to connect them to the internet. After several attempts, the Eeros would NOT connect, so I called customer service. Upon calling customer service, I found out that the technician did not do his part on the outside of the house and an installer would need to come and "hook it up." When the technician came out and did his part on the outside of the house, we tried again to follow the prompts to get the equipment to work. They still would not connect. Again, I called customer service. I was informed that when the technician came out, he accidentally disconnected one of the Eeros. All of this happened within the first couple of weeks after receiving the equipment. During this time, I also received a **** that did NOT reflect the promotion and they charged me for the installer to come out and hook up the internet on the outside of my home that the first tech was supposed to do in the first place. I was on the phone more with Wow's customer service team than I ever spent my entire 8 years with ****** By this time, my husband and I felt with this much trouble the first week, we decided to cancel all together. Wow was supposed to send me a box and labels to send the equipment back. I had to call twice for that. Once we got the box, I followed the instructions to send all of the equipment back. I took copies of the tracking info and a copy of the equipment I was sending back

*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. ↩