WOW! Internet - Cable - Phone

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

Revdex.com:
Although I should not have had to go through all
of the troubles WOW put me through, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease beware of sneaky sales tactics and promises.
Sincerely,
*** ***

We have provided copies of the statements to the customer, showing the balance on the account is validShe has our direct contact information if there are any other questions or concerns regarding this matter

Initial Business Response /* (1000, 6, 2015/11/16) */
Your bill has been explained to you and will be a charge of $a month going forwardWe will not compensate you for the cost of your modem that is a choice you made
Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
If I was told in Sep that my monthly charge will go up to $50M in Nov 2015, I would not change my plan and would not have bought another modemI had a modem good for 30M speed alreadyI bought the new modem because I was told by Wow that I need a faster modem for the upgraded connection speed
Final Business Response /* (4000, 10, 2015/11/25) */
WOW does not reimburse for customer purchased equipment, the customer has the option of renting a modem from WOW and returning the modem they purchased if the would likeThe customer's monthly rate has been reviewed with them and is the lowest rate available for their level of service

Our contractor has reached out to the customer and has made arrangements for reimbursement for this issue

Initial Business Response /* (1000, 10, 2015/04/15) */
The bill Increased in November due to discounts that had expired, when you called in when did renew some discounts on the account of $that are good for monthsNo guarantee was made that you rate would be good for months and
unfortunately you where affected by a yearly increase in January
Initial Consumer Rebuttal /* (3000, 12, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was a guarantee for months I was going to change to another company when I called*** was the one who told me the new price for months, had I known they were going to jack the price back up I would have changed in NovemberI feel like she told me that not to switch companys
Final Business Response /* (4000, 14, 2015/04/23) */
When you called in on December 5th, we provided new discounts that where good fro months, this did not guarantee the monthly rate would stay at this rateUnfortunately in January you where affected by a rate increase the caused you monthly rate to go upWe have had new discounts come available this week that allowed me to get you monthly rate down to $before taxes and estimated with taxes $These new discounts are good until April 21st, These new discounts do not guarantee your monthly rateYou can be affected by in rate increasesIf you have any further questions please give customer care a call at 866-496-
Final Consumer Response /* (2000, 16, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept the I do feel I should not have had to go this way to get itThank You very much

We have opened another ticket to resolve this issue and will be following up with the customer as soon as it is closed

I was able to reach out to this customer and we had a conversation about her service issuesThe service issues were resolved by the last technician that came out to the homeWe have since also given the customer an agreeable credit to both sides to close out her billing concerns

We have been unable to reach this customer to discuss the issues they are havingIf we could get a better time and day to reach out so we could resolve this it would be appreciated

Situation does qualify for "money-back guarantee" and remaining balance has been credited to zero to resolve this issue

Complaint: ***
I am rejecting this response because: The caveats were in a link not in the advertisementSeveral individuals that called and were rejected and the consensus of this
group is that the link was not initially activeIt was added after the fact when they received several complaints
Sincerely,
*** ***

Issue is resolved, pending a password resetCustomer may call WOW! Customer Service at ###-###-#### to reset his password

Our terms of service explains that a request for a technician is a $
technician feeWe sent out a technician in attempt to recover the equipment and at the scheduled time the consumer was not presentThe consumer does have the option to return the equipment to our local office for no additional fee

Complaint:
***
I am rejecting this response because: I have had 'someone' from WOW come to my residence times throughout my years living in ***Each time they came they claim to have resolved the issue, which they never have/doThe last time they arrived to fix the internet there were WOW representatives who included 'the top techs in the area, and a supervisor' who after hours trying to resolve the problem - one of them verbally stated before they left "if you want to have good internet service, you'll have to move" and started blaming the issue on *** *** This is not ok when I am forced to only have them as an internet provider simply due to the city's contract with WOWThem sending another (7th time) tech to my residence is absolutely in no form a satisfactory conclusive response for this ongoing issue
Sincerely,
*** ***

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

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

So someone was able to assist you with this issue over the phone and resolve it?

The yearly agreement offers include a discounted rate that is only sustainable if the length of the term agreement is fulfilled, otherwise we do have month to month alternatives available if an individual is not going to be in the same place long enough to meet the terms of a minimum term
offer. Sent an offer to meet half way with the early termination fee

The equipment has been removed from the account

Complaint: ***
I am rejecting this response because: of the lack of customer service and accountability, and since the president or someone higher than the customer service executive for Internet only couldn't call we deem that as we are not important as a customer and will be weighing our options for the business relationship that we have with *** *** *** ***.*** *** *** ***
Sincerely,
*** ***