WOW! Internet - Cable - Phone

We are currently working to come up with a resolution to this problem that will work to satisfy both parties. We will provide an update when one is available.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. We have not been able to reach you in regards to this complaint, but reviewing your account it appears that a phone representative was able to match the offer you were given. ...

Please let us know if there is anything else that we can do to assist you.

We are very sorry for the poor experience.  We welcome the opportunity to resolve these problems so that the customer can stay with us, however, if he should choose to disconnect his service, he is within his 30 day grace period to avoid an early termination fee.  If he wishes to...

disconnect, he just needs to call WOW! customer service at [redacted] to make those arrangements.

We do apologize for the frustration this issue has caused. We have reviewed the situation with the customer and come to an mutual agreement on the bill. He has been provided with our direct contact information should there be any further concerns.

Complaint: [redacted]
I am rejecting this response because: I've.had knology since February and since day one it has been a problem with them. Tech coming out to my home every week and still not able to fix the problem. And I have had no luck with getting them to work with me with my bill.  They offer 389.00 and that's NOT enough. With the inconvenience myself and my family. I have had a different provider and have had no problems at all. Knology doesn't care about their customers.  They are NOT a good company and I will make sure Everyone on my social media and everyone I come in contact with not to deal with knology.. They are the worse company ever
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/09/08) */
We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter.
Initial Consumer Rebuttal /* (3000, 11, 2015/09/09) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Wow called me over a week ago, and I missed the call. The rep ([redacted]) did not leave a call back number, and said he would try to call again. He never called back. The number I have on file is still good. I have also pulled old statements and they show I upgraded my internet in April 2014, so that means we have paid $320 for services not rendered.
Final Business Response /* (4000, 17, 2015/09/24) */
As per notes on the day you called in 08/16/2015 "educ cust per the notes the modem they have now supported up to 25mbps which is what they had...but with the upgraded internet speeds that we just done last month it does not support the 60mbps...cust understood...stated they will maybe just go ahead and purchase their own modem..." So when you upgraded to the 25 as you requested your modem handled the speed fine. However when we did a free upgrade to you service that in no way raised your bill up you where not getting the speed of the 60mps. This was done in July, you swapped your modem in August and since there was no price increase from WOW! for the change in speed there is no credit do for this issue.
Final Consumer Response /* (4200, 19, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This has gone far enough. WOW is apparently not understanding or acknowledging what the problem is. We were told by 2 different tech support reps that the modem WOW provided us "knowingly" did not allow speeds faster than 15 mbps, regardless of what the product states.

Complaint: [redacted]
I am rejecting this response because:Again, this rate change after 1 year is not what I agreed to at signup and WOW provided no indication or documentation at the time or since that this would occur.Please review the attached documents: my first bill from WOW, my second most recent bill from WOW, and the most recent where WOW decided to increase the rate. Notice that on the first bill and the bill previous to the increase (and all bills in between that I can provide if need be), WOW lists "Internet Discount for 24 Months... -$30.00" Nowhere does it note explicitly or in any fine print that this discount will arbitrarily change at any time, it's "Internet Discount for 24 Months... - $30.00" Only now after 12 months has WOW changed or made mention of changing the terms. Whether an oversight on their part or intentionally misleading, this is what WOW advertised and it's on them to honor what they themselves put in writing: "Internet Discount for 24 Months... -$30.00" 
Sincerely,
[redacted]

This issue has been reported to the credit bureau as Paid In Full as of 12/11/16 and has been closed.

After reviewing the account there was no issue with the account.

Initial Business Response /* (1000, 6, 2015/11/21) */
The customer has been contacted by our local technicians. We are replacing equipment on our network in the next few days which should resolve their ongoing video problems.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/05) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
There is room for improvement to correct the problems that was cited on my complaint. I have noticed considerable results of WOW's work in signal corrections on my televisions. However, there are a few silent spots and stalled pictures, still occurring, but not as many as before.
The personnel has been friendly and considerate to my problems, both here and at corporate. I want to thank them all. My only wish is that they stay with this problem until it is wiped out completely. Also look at WOW on the Internet, where the same thing is occurring in broadcasting FOX programs. Thank You.
Final Consumer Response /* (2000, 9, 2015/12/07) */

Initial Business Response /* (1000, 6, 2015/11/16) */
The Broadcast TV surcharge is not a charge to provide you local channels.
The Broadcast TV Fee is a monthly fee applied to all Basic Cable and higher accounts.
The Broadcast TV Fee is not an FCC or government mandated fee. The surcharge...

helps
to offset some of the continued increase in programming fees that WOW! must pay to
broadcasters and therefore varies by market.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are charging a fee for something their website specifically says there is no charge.
You can't advertise something as coming at no cost and then charge a fee. A clothing store that says "buy a suit and get a tie at no charge" can't then go back and charge you a fee to offset the cost of the tie.
If WOW wants to charge a fee for broadcast channels they cannot advertise it as coming at no additional charge. To do so is not misleading it is to flat out tell a lie.
Final Business Response /* (4000, 25, 2015/12/11) */
We will not be providing credit for the broadcast TV fee. We have explained this several times to the customer. The Broadcast TV surcharge is not a charge to provide you local channels. The Broadcast TV Fee is a monthly fee applied to all Basic Cable and higher accounts. The surcharge helps to offset some of the continued increase in programming fees that WOW! must pay to
broadcasters.
Final Consumer Response /* (4200, 27, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offered any resolution. They are blatantly lying about the their pricing.
Their $75 plan really costs 84.50. The "fee" they are talking about is not a real fee. It is simply a change in their base price. Of course they have costs associated with providing their products. Every business does. That's how operating a business works.
If they want to raise their price in response to changing costs they need to update their advertised price accordingly. Otherwise their advertised price is a lie.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  Unfortunately we have been unable to reach you to discuss this matter. We have reviewed you account and been unable to locate the calls into our call center on...

5/11/2016.  I do see a credit of $41.58 has been applied to your account for service issues. If you are still having problems with your service, please call the WOW Executive Response Team at [redacted].

The consumer has submitted the same issue through the ** Attorney General. We have resolved this issue through the Attorney General at this time.

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]

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]

Our maintenance team along with our engineering team is working diligently on resolving this issue with the consumer.

We have contacted this customer and come to a resolution on the bill.

This account is closed and no further credits will be issued to this account. This has been reviewed by the corporate office as well as the General Manager and VP of this market. The balance on the account is valid and will not be waived.

Our Sales Team is working with the consumer at resolving this issue and coming to an agreement.

We were able to resolve the service issues in the home with an onsite technician and we have provided a credit for the time that the service was not working properly. We are assuming the case as closed because we have resolved the service issues and provided credit for the time that the service...

was not working properly.