WOW! Internet - Cable - Phone

The problem is still with the speed.  I must say, it’s a much better than before. It is still not the 100mbps but I’m not as frustrated as I have been.  My speed does fluctuates depending on the time of day.  It’s worst in the evenings and on the weekends mostly.  Since the node has been fixed service is better.  I sometimes get 38mbps.  When it’s bad, it’s around 7mbps or lowers.

This customer filed a complaint about an issue with being charged an early termination fee for internet service never received. We have no records notifying us of internet speed issues. We offered to send a technician to help resolve his issue when he called to cancel services, but declined. The...

$165.00 early termination fee is due and we are closing this issue.

When the our technician went to the customer's home to resolve the service problem, it was determined that her technical trouble was caused by her own router and not by a failure of WOW! to provide service. During the initial sales call, the customer clearly agreed to the Early Termination Fee...

should services be disconnected before the end of the service agreement. This fee is valid and will not be waived.

Our Construction Team and our Field Technicians resolved this matter with the consumer.

Initial Business Response /* (1000, 5, 2015/07/27) */
Customer was contacted and service cost was lowered to an agreeable amount. Phone was removed at the same time. Customer was satisfied with the resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
I was told that the option that was presented to me was the only option. Me changing to a plan that they are offering new customers was not an option. One my rental agreement is up, I'll be moving and will not have to deal with WOW again.

There is no record of any call from this customer to reduce his rate. His bill was the same amount for more than one year before he called to disconnect service. Based on our investigation, we have determined that the unpaid final balance on this account is valid.

We have successfully made contact with this customer and explained the functionality of our local offices and provided a contact number for future inquiries. We have also resolved the billing credits that were in question. The cable issue may be a manufacturer issue but we will continue to work with...

the customer in order to resolve this issue completely. Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/26) */
Was able to contact customer over the phone. She agreed to the credit we offerd and the asstiance with there serivce issue.

We sent a technician to help with the issue regarding the consumer's internet issue. We are coming to an agreement on compensation.

We called the customer and discussed a pricing option for him. We made an agreement on his new pricing option. Customer was satisfied with our offer and agreed to the terms and pricing.

Complaint: [redacted]
I am rejecting this response because: I had WOW service for over 15 years and the response about mobile and month to month were never discuss by any of the agents. Its so disappointing that WOW treat long time customers with such great disrespect. 
Sincerely,
[redacted]

[redacted] After further review of the account we have cleared the renaming balance. You should no longer be receiving a bill and nothing is due.

The account has been reviewed. The consumer expressed an issue with service on February 11th, 2017. This  one issue was resolved with education to the customer about about the current balance and status on the account. Services were rendered from Februray 6th, 2017 to May 15th, 2017. No further...

issues were reported to WOW! from the consumer for, lack of, or issues with, services rendered. The consumer failed 4 out of 5 months to complete any payment to WOW!. At this time were are declining the proposition in place for this case and is considered closed.

Initial Business Response /* (1000, 5, 2015/08/07) */
We spoke with [redacted] and scheduled a technician to pick up the equipment at no cost. We also applied a $70 credit to his final bill for the problems. He was happy with this resolution.

We did offer to come out and reconnect services although it would be a 2 to 3 days out and your rejected that offer. We did make a mistake and apologized for it and attempt to fix the issue. You only made 1 call from the number on file with your account which was on the 25th to try and resolve this issue. We compensated your for the inconvenience and you accepted the offer for the credit.

I have tried 3 times to add photos, your system keeps crashing.  I do not accept, nor do I want them to enter my property again. They made the problem worse by dumping uneven soil and piles of grass seed and...

some chemical agent (I assume fertilizer) on my property on top of only half of the damage. They have proven through not listening to my request for sod to be put in place to repair and furthermore they did it so poorly, I will have to remove what they did half assed. If they want to resolve this now they will pay me $500 dollars for me having to repair their repair, and repair their damage, and reclean the sidewalk I just had treated for $800. Complete failure to resolve the problem. Again I do not want anyone on my property again, they have proven a complete inability to listen or work competently. I am meeting the mayor later to explain my grievances with him to make sure no more solicitors permits or construction permits are given or authorized to wow in this city. 
Sincerely,
[redacted]

We have responded to the consumer via email. The consumer is welcome to email us directly so that we may provide a full resolution to the issue and discuss the options to the consumer.

Initial Business Response /* (1000, 18, 2015/10/20) */
We have not been able to contact this customer, they resided at the address in question when their sister's account was disconnected with a balance due. Since they lived there, we cannot start, and should not have started services until the old...

balance is paid. The customer has been disconnected and will need to pay the balance of their account as well as ensure their sister's account is paid in full before it can be restarted.

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

We have contacted this customer and reached a mutual agreement to resolve this matter.