WOW! [Wide Open West] / Knology
Reviews and Complaints

I often have problems with my internet speed going up and down at different times of the day. I pay for 100mbps but my speeds often fall below 40mbps . They say I have too many things connected to my WIFI, But how can these things use DATA when they are not powered on? Now the technician tells me to purchase a 200mbps package to ensure I get 100 mbps ? Why can't I get what I pay for ? How can they advertise one thing and deliver another product.

Wow! I found an error in my December statement from Wow Cable. There seems to be a miscalculation in the section called "Bundle Plan." When I added up the costs of the items listed under the "Bundle Plan," they should have equaled the number next to "Bundle Plan." For example, HBO costs $10, Medium Cable Plan costs $62.24, and Internet 200 costs $14.25. The total for this section should have been $86.49. However, my statement showed a total of $114.99, which means I was overcharged by $28.50.

I tried using the online chat service to explain the issue, but they didn't seem to understand what I was saying. Eventually, I had to call Wow! customer service to get it resolved. They acknowledged the mistake and will be issuing a $28.50 credit to my account. I wanted to share this experience because times are tough, and $28.50 may not seem like much to some people, but it can cover a couple of meals for my household.

We’re WOW! customers, and a SPECTRUM tech cut off our service! ? Two days ago, I saw a man up on the utility pole in our alley. I asked him what he was doing, and he said “cable.” After he left, we had no internet, no cable TV and no landline service. ? Our provider of 20 years, WOW!, sent over a technician who determined that a Spectrum tech — rather than installing a new line in the rain — had unplugged our service to connect service for a nearby house. How dirty is that! ? I tried calling Spectrum to complain but found it impossible to connect to a human being. Dishonest techs! Terrible customer service! ? In contrast, WOW! has excellent techs, and their customer service is exceptional — When I called, it was easy to reach a human being, and they were super nice. Although the service interruption was not their fault, WOW! gave us a $25 credit to our bill.

Today I was having some problems with the video from my cable provider (WOW) so I called their customer service 866 number. To my amazement I was connected to a Spanish speaking female in Nicaragua, Central America. Not only was her English horrid, her knowledge of/or ability to address my problem was non-existence. I do live in the United States of American and we speak English here. And this from a company who advertises great customer service. If I called from Central American would I get a customer service rep in the States who spoke English?

My service was disconnected by Wide Open West on 4/16/ 15. I already had another company Time Warner coming out to install services for cable internet and phone. More channels, better internet and phone for less costs. I called Wow spoke to a rep, Myra to permanently disconnect the service on 4/17/15. She informed me of the places to take the equipment and that I would get a credit, for partial month of service. She transferred the call to a tech to schedule a disconnect at the pole.They sent someone out on the Saturday 4/18/15 to make sure it was disconnected from the pole. Today spoke to a customer service rep, after getting a new bill from Wow billing me through the month of May. Wanting 429.63. She states there is no record of a disconnect order or a call to Wow. Also states that I must pay for the full charges of services that I never used. Wow had already disconnected my services on 4/16/15, for non payment of one month. $136.53, was past due by two weeks. This is totally bogus. How can they do this?

Don’t trust to the company www.wowway.com. I called them and hired the engineer from this company. We spoke and he promised to provide the best services and ASAP. Everything was lie, ‘coz the seller needed only money and he didn’t care about the customer services. I tried to contact them, but all the time machine replied. Stay away from this company and be aware that they are dishonest.

I received the bill from the company Wide Open West Cable Internet Services. I paid all bills on time and was surprised, when I received the note from the company that my bill wasn’t settled. I called the customer services rep and asked why they didn’t get my payment. The representative was rude and started to pay it today. She was really useless, and I have no idea what to do now. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

I ordered Internet package from the website www.wowway.com. The package and installation cost me about $50 and monthly fee was about $35. However, I wasn't satisfied with the speed of the Internet and contacted this company in order to change package. The agent from this company refused to change the package, because we signed a contract already, then I asked to cancel this contract and refund me, but he told me that it was impossible. I wonder if someone had the same situation and can offer good solution. Thanks.

I ordered whole-home HD DVR from the website www.wowway.com. I paid about $900 for my order and for the services. They promised to deliver and install everything within 3 days. I waited a week and called their customer services. I spoke with a lady, who asked my address and told me that tomorrow everything would be installed. But they didn't arrive. Please leave comments about this seller, because people should be aware when they buy from such dishonest seller.

Different company name, same lousy customer service! My wife and I were sorry we chose their cable service, the cable technicians were rude, didn't install our cable properly, and when we called to complain, they gave us the run-around, and the technicians had an attitude when they had to come back and do the work correctly! Don't hire these incompetent *erks! Plus, this company still enforces job discrimination..

I have used WOW as my cable service provider for about 8 years, and I have had my video bundled with my telephone service and digital subscriber line for the past few years. My picture on all televisions breaks up, freezes, tiles, etc., resulting in an unacceptable picture along with audio. I have had two techs here in the past couple weeks and all they can tell me is that the company is aware of the problem and is working to solve it. I know I should just change to AT&T, Comcast or some other cable option, but it's such a hassle. How can a company knowingly provide unacceptable service at a hefty monthly charge?

My 1st mistake was ordering Wide Open West. After seeing how terrible the cable and service was I had to immediately cancel. Well, they ended up billing me 250 dollars for 2 days of service. I called and complained and they said I had to pay for the installation and they charged me for the month. That is only the beginning. After many talks with cosumer service and the billing department. They told me that they can't do anything for me. A week later I see that 200 dollars was taken out of my bank account from WOW without my authorization. So, again I call and they tell me that they forgot to pick up the Modem and that once I return it I will get my 200 dollars refunded. OK, so I went ahead and returned the Modem only for them to tell me that they are not giving me my 200 dollars back until I pay the 250 dollar bill, lol. The girl I was speaking with, was being nice, but wouldn't do anything for me. I then told her if I could speak to her supervisor or anybody above her and she told me that she was the manager and the highest in command. And right after that I heard somobody whispering to her on what to tell me, just so I can get off the line. I hung up and filed a complaint with the BBB.

I'm writing here, to show everyone how manipulative Wide Open West can be, and how terrible their service is.

On April 11th, my roommate called me at work around 11 AM and said our neighbor noticed that we were receiving the WOW channel line up on our box. That's strange since we are Insight Communication customers. During the call he informed me that our cable was now off, and that a WOW installer was out back. He asks the installer what is going on and the installer proceeds to get very SNOTTY and informs him that our Insight installer STOLE the WOW drop from the utility line.

We have had Insight since April 2006. We live in a multiple unit building. We have had multiple technicians from each company come out for various installs and repairs, not ONCE had that ever been brought up. Of course I was suspicious, I called Insight to report our outage at 11:30 AM, and quickly rushed home.

Now I will admit, by this time I was very heated, and I exchanged a few words with the contractor. I was mostly angry at the excuse he was giving us, and for cutting off our service from the competitor of the company he works for. I ask for his supervisors number and proceed to call him. He tells me he will soon be out.

During this time I witness the installer DROPPING the brand new cable modem right on our concrete driveway. Hope the neighbor figures out what that rattle is. The contractor's supervisor shows up and tells me the same story. When I ask why they didn't call Insight, rather than just cut us off. He said it was OUR responsibility. And basically ACCUSED us of knowing the drop was 'stolen'. How can we call Insight when our phone, cable, and internet were all knocked out by their installer? His answer to this is to give me his cell, with the smart alec remark, 'Well I wouldn't want to put you out of cell minutes.' Well I wouldn't be, bub, if your installer just did his job.

When I ask for the supervisor's manager's number, he tells me 'he is the only one'. Oh really, I'm talking to the CEO of WOW. I'm impressed!

Well now the race is on. Because I threatened to have them removed from the property. I also had to call out our landlord to diffuse the situation. They still have not apologized for cutting off our cable with no warning. They also have no response why we got WOW channels before the shut off. The rush through the job and are out of there by 1 PM.

Insight could not reconnect our service until 5 PM. When the tech shows up, I see him looking at the bang up job WOW did and shaking his head. I asked him to show me what they did. Apparently WOW is not local, but they hire local independent contractors. These people like to cut costs, so they will switch the Insight line at the utility pole, to their connection. Just so they can save a few bucks and not have to run a new line from the pole to the building.

He says WOW installers are doing this all over the city. The proof of this is the WOW channel line-up appearing shortly before the installer can walk over and cut off the connection to your apartment. Beware if WOW installers are near your apartment. This is hard to do anything about, and its hard to get the police involved since it is a rental property.

WOW hires shady and lazy independent contractors and there is lack of accountability on their part. This lack of action leads to very unprofessional contractors who think they can do whatever they want. I will never be a WOW customer, and I am encouraging friends and family to never consider their service or to drop it. The deceptive tactics of their contractors, is a face on the company itself.

I have had difficulty with my phone service. The problem is that I could
not find any contact information for the upper management. I am writing to
let everyone know how to find it. You have to look in the menu for finding
employment with them. Careers at WOW! At the bottom of the homepage, to the
left is a list of areas, click on Management Team. Here you will find all
of the higher management, including the CEO, with contact links.