WOW! Internet - Cable - Phone

Our current policy for the services does require the rental of our equipment at this time. We do not have the services the consumer is currently subscribing to available for the use of consumers own equipment. This is in our terms of service for the service the consumer is subscribing to. The...

consumer has the option to downgrade the services and only then would qualify for using their own equipment.

Initial Business Response /* (1000, 9, 2015/11/20) */
We have attempted to contact this customer multiple times leaving a callback number and have not heard from them. Can we verify if they still want to pursue this matter.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/24) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I was told when I originally signed up to wow cable I was locked in for 12-24 months with the agreement where I would be paying 112.00 every month. The service got installed and their was no signal fit me to even use, so they said they'd send out a tech to check. Once it did come in they did not have my cable or internet in what I originally signed up for so I called back explaining to the customer rep. This person said they'd fix the issues, but once they changed things the bill was charged a partial for something I originally ASKED for.
I tell them to fix the issues of the outrageous bill they stuck me with but they will say they did but don't.then one representative told me I was lying about it. They don't care long as they receive their money. They made me pay upfront for service, and pay off an old bill my mother had in the past with knology. I didn't understand why or hire they could do that but I was going to school online so I needed the service but they con artist
Final Business Response /* (4000, 13, 2015/12/04) */
The rate the customer is quoting, $112 per month, was given the customer in February 2015, they have since called in and been given credit for the service issue they had and updrgaded to a higher level of service. The bill as it stated is correct, if they would like to change their services we would be happy to assist, we have tried calling the customer multiple times and been unable to reach them.

Complaint: [redacted]
I am rejecting this response because:  The internet technician who came out made a mess and did not clean up.  Not only was I out of internet causing me to lose 1 week, plus 2 days of work due to not having internet as promised, plus taking 2 days off in addition to this to wait on technicians.  The last technician, moved my router to another room, without asking.  I showed him 2 spots in my Livning room I wanted the router.  One was where the 1st tech came and installed it incorrectly, the second was in the living room as well.  He hooked it up in a 3rd bedroom, without asking if it was OK.  Just did the install and said he was done.  Fine I can live with that.  It is not optimal or what I wanted.  If WOW is serving my condo complex Install should be where ever I WANT it. Not where it is easiest or most convenient for the tech.Further more, upon the tech leaving I had to clean up his mess.  I do pretty much the same kind of work as WOW field techs.  I am a systems administrator and field technician for several ISP's & MSP'sI am obligated to not only leave my work area as I found it, but make it cleaner and neater by any means.Because I have a dog, I was not able to BABYSIT the technician as I realize I must do from now on.So I allowed the tech to leave my premises based on the fact I was able to connect to the internet.However, upon further examination; I had: 2 Wall Plates not screwed back in place with wires dangling out.1 Wall Plate brokenPatio furniture placed in disarray after tech requested access to attic which proved to be pointless since he simply unplugged router from living room and plugged into 3rd bedroomChairs in living room pushed out of place and not returned how it was foundDirt & dust by all 3 wall plates tech had unscrewed and took off and not put back. Is part of WOW's installation process, requiring the homeowner/client to clean up and leave work site how it was found, after a technician install?You have not been able to reach me on the ONE & ONLY phone call you left because it was during work hours & after losing 9 days of work due to this issue, I was not inclined to take a fruitless and pointless phone call.  Please refer to my original complaint regarding this.  As I had stated initially when I contacted WOW to fix this mistake, I spent in total just under 4hours on the phone with WOW's outstanding customer support, only to be told there was nothing to be done.  (in less words)You did not reach out to me several times your reached out once.$60 credit is appreciated but does nothing for my loss of business & revenue, compensate me for my 4 hours I spent on the phone to be told nothing, clean's up the mess the 2nd tech left, or places the router/modem where I had requested it.it's not even really a $60 credit, its a $45 credit since I am being charged from the date of the 1st install which left me with out service for an entire week+I feel that I am owed more than that, especially after further online research I see that this is a common occurrence.If you credit me 2 months of service as well as reimbursement for the Elevated Customer/Technical service I was talked into purchasing which does absolutely nothing, I think that would resolve it.  However I want this complaint to remain public so others thinking about getting WOW service will see what a Painful and Unpleasant experience I had.2 months credit plus credit compensation reimbursement for the elevated tech/customer support is really a drop in the bucket considering WOW's profit margin, lack of attention to details, & the fact that turnaround time for service activation is 24hours yet, god forbid there's an issue with that service activation, a customer would have to wait over  a week for resolution WHILE paying EXTRA for elevated tech/customer service.  Couple that with the loss of MY INCOME due to not being able to work for 9+days due to no internet, and the time I had to wait on late; incompetent techs, hours on the phone with support, & cleaning up after the 2nd tech.&  
Sincerely,
[redacted]

We have found that the client is affiliated with owner of the unpaid account. We are unable to provide service until this account is paid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I woyld like to...

keep the case open for a coyple more weeks to make sure the issue really is resolved. I do say that the company has been making an effort though.
Sincerely,
[redacted]

Our business solutions team has reached out to this customer to make arrangements for the seasonal hold on this account.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I do not agree with the reasoning for charging me for service that I CAN'T GET - even though it was POOR to begin with.  I feel forced to pay for service that was sub par and now non-existent just because I bought a house without checking to see if WOW covered the area - who would do that?????? Be assured WOW that I will not be using your company in the future and I will be sure to let anyone who asks know why.

Complaint: [redacted]
I am rejecting this response because: As I stated in my complaint, the website was working as of a few weeks ago, so the claim that it was discontinued and I was notified 6 years ago is simply untrue.
Sincerely,
[redacted]

Contacted the customer and discussed his billing concerns. He wants new customer pricing since his expired in January told him we were not able to do this for him. Offered him a discount for the package he has now trying to be of some help with the increased cost customer refused the offer.

Complaint: [redacted]
I am rejecting this response because:WOW! has only partially responded to my proposal as to how to FULLY resolve this issue.  I had requested that, as a matter of good will, that they excuse and remove the...

$120 charge for the one of the two digital adapters that I fully acknowledge as having in my possession.  One of the adapters has been lost.  Three years ago, I was told that the digital adapter was $70.  Is there a particular reason for a $50 increase in the cost in just a short three year period.  I am now also questioning and would like to see specific printed contractual details regarding these digital adapters.  In early 2011, when these adapters were first being issued, I do not recall seeing any information about replacement cost.  In fact, I do not recall seeing or reading any print details about ANY cost at all being associated with these adapters.  To further complicate matters, I called the local [redacted] WOW! office to inquire where to find the serial number on remote controls.  I was told they appreciated having remote controller returned, but that there was no replacement cost associated with them.  In order to fully accept and resolve this issue, I am asking that WOW! respond either affirmatively or negatively to all of the requests made in the resolution section.  In other words, if WOW! declines to excuse and/or remove the $120 fee for the missing adapter, I would like to see this in writing.  It should be noted that I have been a WOW! customer since they entered the [redacted] market back in 2000 or 2001... perhaps even earlier.  It must be stated that I feel it is a very poor business practice to treat long-standing customers in the manner in which I've been treated.
Sincerely,
[redacted]

We have made contact with this customer to get more information. After receiving the information we requested we decided to credit the balance with TWC. The customer has indicated that he is satisfied with this outcome.

We have notes from a conversation with [redacted] stating she got the January bill and refused to pay it and was notified it would be going to collections. We will not be removing this account from collections as the bill was received and acknowledged.

We attempted to contact the customer at the phone number provided, but when he answered he said he did not want to talk to us and hung up.

We educated the consumer by sending out a technician to the consumer's home. The technician discovered that the consumer was using a beta speed test app to test the speed of the internet. The technician corrected this and the correct speeds were being displayed through the newer app. Our terms of...

service does explain that wireless connections through our service are not guaranteed. The consumer was getting the correct speeds and nothing was wrong with the services. The consumer is not warranted a credit as the services were working as intended.

Initial Business Response /* (1000, 6, 2015/12/11) */
There is no number listed for customer on complaint or on account. Tried to contact to resolve service issues by email several times but no success.

We have made attempts to contact the customer through the phone number she provided. We have left at least three voice mails but were unable to speak with her. We have reviewed the calls made on 6/24 from when the movies were first ordered. The person who called claimed to be her son and was...

able to provide the security question to access the account. The Video On Demand charges are valid and will not be credited back to the consumer. She is welcome to change her security question over the phone with our customer service representatives.

This customer has also filed a complaint with the FCC regarding this same issue. Any further communication with this issue will be handled through the FCC.

The customer has indicated that there issues have been resolved and therefore we are closing this issue.

We are currently working on a resolution for this issue and will update whenever we have this complete.

If this issue is not taken care, I will have no choice but to take legal action, as "False Advertising" which includes specifically "Bait and Switch" tactics are COMPLETELY illegal.  Failure to comply with the law will result in legal actions being taken, this is all that I am willing to accept, either comply with the law and update your advertisements and websites to reflect what you are actually able to sell customers in that area or legal action will be taken. Complaint: [redacted]
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