ComplaintsforWideOpenWest Finance, LLC

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Wow because it was the only ISP available at our Florida home. My first issue occurred when I signed up for autopay, their system errored in processing the payment, I had to spend hours on the phone to get service restored which then took 2 hours to come ******* second issue has recently occurred after closing my account, without any communication or outreach from Wow the company sent me to collections for an outstanding balance, which I should not have as service was canceled 6 months ago.

  

  Business response

  10/21/2024

  10/21--I spoke with the customer about his concerns regarding the outstanding balance on his account. I clarified to the customer that he had a final service balance and an additional charge for unreturned equipment. After a thorough check, we found no record of the equipment being returned. I informed the customer that once the account is closed, the autopay information is removed and any final balance is sent out in the form of a paper statement. I also explained that two final statements were mailed out on May 26th and June 26th. 

   

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Wowway Cable on Friday, Oct. 4th because I could not access one of my email accounts. After a long chat with customer service, no solution was made. I contacted them again and was then told they did not know why I could not access particular email account and that they would have to escalate my problem which takes ***** hours. Someone from Wow would be getting in touch with me. Check on status of my problem on Sunday, Oct. 6, and was told they would have to escalate problem, which I was led to believe was already in progress. So now it is Monday, Oct. 7 and I still have no access to this email account. When I contacted them this morning I was told it was probably going to take up to 72 hours, and that I should check back later. I do not believe that Wow is doing anything to remedy my problem. Everytime you contact them you get a different answer and no resolution in sight. Very poor handling of customer's problems and they don't even pretend to be interested in helping correct the problem.

  

  Business response

  10/11/2024

  The customer email issue has already been resolved by adding an alternative contact email for account verification. This is a requirement when the customer needs to change or update the account. The issue was resolved with an agent over the phone on October 9th. It is necessary to have an alternate email on file for account verification, as well as for self service via the portal to reset passwords. 

  Customer response

  10/12/2024

   
  Complaint: 22392245
  
  I am rejecting this response because:

  They are not telling what really happened.  From Friday, Oct 2 up until Oct 9 I was not able to access one of my email accounts.  I contacted Wow and dealt with at least 4 customer service ***** one could not help me, another told me after not being able to fix problem, that it had to be escalated which takes ***** hours.  When I contacted them again, I was told that there was no new status and it would probably take 72 hours before being fixed, and that I should wait until Oct 11 and call back to see if problem was resolved.  On Oct. 9 I finally was in contact with someone who was able to address the problem.  It has nothing to do with alternate email addresses, or whatever they are trying to blame it on.  The sign in screen was looping over and over again, which to me seems like a technical issue, of which all the other previous customer service **** were not trained to handle.  Anything Wow is saying that I was required to have in place, was actually in place.  They did not seem too concerned about helping me solve the problem until I told them I had filed a formal complaint with the BBB.  I was not only inconvenienced for all the days I could not access my email account, but the company never reached out to me about the issue.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called WoW tech support on Thursday 10/3/2024 to find out why my phone call blocking was not ********** of Friday 10/4/2024 I have NO ACCESS AT ALL TO MY ACCOUNT OR EMAIL I was told the issue was escalated and I would receive a call and NO ONE HAS CALLED I was directed by technical support to reset password and with them looking at my account as I was doing that, they saw that the system 100% will not let me reset my password.They broke my system on 10/3/2024 and they need to fix it!I need access to my account and I need access to my email....

  

  Business response

  10/10/2024

  I spoke with the customer about his concerns regarding not being able to access his online account or email after his phone call to correct his calling feature. I advised him about the outage affecting his access and his ability to change his password. The outage was cleared on October 9th, and I confirmed with the customer that he was able to successfully change his password and access his account. I also informed the customer that we will internally address the issues with communication from the front-line representatives.

  Customer response

  10/10/2024

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

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **Subject:** *************** Outage and Inadequate Customer Support Impacting Business Operations **To Whom It May Concern:**I am filing this complaint against WOW! Internet due to their failure to provide consistent internet service to my business for over five days. As a business that relies heavily on internet connectivity for daily operations, this outage has caused significant financial losses, amounting to thousands of dollars in missed opportunities and disruptions to normal workflows.Despite numerous calls to WOW! customer service, I have experienced unacceptably long hold timesoften hoursonly to speak with representatives who offer no viable solutions. The company continues to delay sending a technician to fix the issue, citing weather conditions in other parts of the country as an excuse, even though our local area is unaffected.Moreover, when I requested to cancel the service due to this ongoing failure, WOW! threatened me with hefty cancellation fees, despite their inability to fulfill the terms of our agreement. This is particularly egregious given the financial impact this outage has had on my business.I am seeking immediate action to resolve the situation. Either WOW! restores full internet service immediately, or I expect to have my contract terminated without penalties due to their failure to provide the service agreed upon. Failure to address this will leave me with no option but to pursue further legal and consumer protection avenues.I hope this complaint will expedite the resolution of this issue and hold WOW! accountable for the damages their negligence has caused to my business.Sincerely, **** ****** Nextcar auto center ******************************** W.O.W Account #: ********

  

  Business response

  10/10/2024

  At this time, we are still working to resolve this complaint. We are requesting an extension on the deadline for this to be resolved. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have WOW Internet as my Internet provider; due to military relocation, I am moving to a new location and needed to cancel my WOW Internet (moving in October). On September 6, 2024, I notified WOW Internet that I would be moving on October 11, 2024 and requested that service ended that day. WOW agreed and informed me that I would pay for my usual month of September, then an adjusted rate for the partial month of October. On September 23, my Internet was shut off without warning. I called WOW and was told that my account had been terminated and was not given any reason. I was told that they thought I called the day prior to request cancellation immediately, which I did not. I re-requested my service be reactivated until October 11 and was told that I would have to pay for another full month (despite already paying for September), that my Internet speed would be reduced, that I could not return to my prior existing monthly rate, and I would also be charged a late fee. I was told that this was essentially a "new service." My Internet was then reactivated, at nearly double my expected bill and paying for the same time period twice.

  

  Business response

  10/04/2024

  I have been in contact with the customer and made him aware that he will receive the refund after the account goes into a disconnection on October 11, 2024.

  Customer response

  10/04/2024

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

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I don't understand why my WoW internet service is disrupted. During the ***** ****** I didn't have any internet issues, now after the storm is long gone I'm having internet issues and WoW only has an automative voice that tells you they will call you back. If this type of interruption keeps happening I will need $10 deducted from my bill or I will have to search for another internet provider. I completely dissatisfied at this point.

  Customer response

  10/01/2024

  Hi: 
  I would like to cancel the BBB complaint that I submitted against WideOpenWest Finance. My internet service was restored due to a local outage. Thank you. 
  
  Regards,
  ******
  

  
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had Wow internet for years. Over the past year, we have had continued service issues. Every time we lose service we call and get zero resolution. Within the past 2 months, we have had more issues than before. We have called multiple times and had multiple service technicians come out. The most recent time, on September 9th, the technician came out and did a lot of work outside. When he was done he came to the door to explain everything. While he was explaining it to me, I was typing out what he said to relay to my husband. He told me that he replaced the entire line from the pole to the house because it was a disaster (which was funny because the tech who came before him also replaced it). Then he went on to say that our signal at the pole was low so he put in a splitter. He said two more people would be out soon - one person to bury the line and another to work on the signal issues on the pole. Today, when I called WOW (since I didn't have internet on Monday, and again today) the gentleman on the phone wanted to send out another technician. I asked - why, every time someone comes out, they replace things, tell me I'm good to go, charge me a bunch of money and then my issues keep coming back. He pulled the records from the tech visit on 9/9 and he said I was charged for that visit because the tech noted "no issues". I was baffled since I was told something completely different. It makes sense now why every time they offer to send out a tech, the tech replaces stuff and they charge me. This is an absolutely horrific way to treat customers. They are lying and cheating me out of money. The gentleman today also would not leave his script and just be a human being I could talk to.

  

  Business response

  10/03/2024

  Our local team has been in contact with the customer and an adjustment was given to the customer.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear *******,Were writing to let you know that we have not received your WOW! equipment. If not returned, you may be subject to an unreturned equipment charge.Weve made it easy - just pack up your equipment and attach the prepaid shipping label we recently sent you. Then, visit ********* to find a drop-off location near you or to schedule a pick-up. Be sure to get a receipt and tracking details from the ***** associate when shipping your return.This is our last reminder to return your equipment. Need help? Give us a call at ************.Thank you,Your WOW! Customer They keep sending this letter when i never had this equipment a texh had to come out in 2020 and he switched out the equipment and now all of a sudden i am getting these letters in 2024 about equipment i never had and its noted on the account i have called and spoke to several **** stating that this issue was resolved and i wouldn't recieve any more letters or communication regarding this is but as u can see above i have recieved another letter threatening charges for equipment.

  

  Business response

  10/03/2024

  This equipment has been removed off of the account.

  Customer response

  10/03/2024

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

  Customer response

  10/04/2024

   I am needing my case re-opened due to after i accepted the response i recieved another letter and i am attaching it for your reference. Thank you! 

   

  ******* *****

  

  Business response

  10/07/2024

  The customer has called into the center and was made aware that the equipment was removed from her account.

  Customer response

  10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If provided that the equipment is actually off my account and no more letters find their way to my mailbox/ email.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want the promotional offer for which I subscribed with WOW! Internet and would also like to warn others about deceptive pricing and inaccurate billing practices.****** *., a WOW! internet salesperson offered me 1.2 Gbps internet service with free professional installation for $95/month, for new customers, with AutoPay, paperless billing and a $300 **** gift card after 90 days of service.****** confirmed the terms of the deal in writing, via text message, so I had WOW! 1.2 Gbps internet service bundled with ********** installed on Wednesday, 8/21/2024. On Thursday, 8/22, I accessed my new WOW! online account management dashboard to sign up for autopay and paperless billing. There appeared a charge of $99 for professional installation. I sent a screen capture of the charges by text attachment to the salesperson, ******, who ***lied, "Call WOW and tell them you got a free install. I waved it. There shouldn't be a charge."Most of my communications with ****** were in writing (texts). Unfortunately, I don't have documentation of the telephone conversations with WOW! Support. My phone does show hours of connection with WOW!. I believed that the deal made with ****** would be honored - I would autopay $162.99/month for 1.2Gbps internet service with Price Lock Promise and ********** and receive a $300 **** gift card after 90 days with the *************, I learned that the monthly autopayment hadn't started, so my account was past due. I signed up for autopay the day after installation, but it hadn't taken effect, so my payment was late and I no longer met the terms of the promotion. I chatted with a "customer service" *** on the ********************** website and he agreed to waive the $10 late fee, but said I would no longer qualify for the $300 gift card. I paid the full disputed amount with my credit card, because I couldn't risk an interruption in internet service. I downgraded the service to 1 Gbps, at a cost higher than what I would have been paying for 1.2 Gbps.

  

  Business response

  10/03/2024

  I am working with the customer to see what we are able to do in order for him to receive the gift card.

  Customer response

  10/03/2024

   
  Complaint: 22321866
  
  I am rejecting this response because the representative with whom I spoke said that she will try to make sure that I would receive the $300 gift card at the end of the promotional period, but can't guarantee it.

  The representative, ********, instructed me to call *************, Pin **** on **/**/2024 to remind her of the situation and she will do what she can.

  I will be satisfied with the response, if at the end of the promotional period I receive the $300 gift card that was originally promised and it actually works after I receive it.

  Sincerely,
  
  ****** ****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refer a customer to ********************** in exchange for gift card value of ****** . as time passed and now it time for Wow to issue the gift card. now I'm qoute restricted that was not in the agreement nor in the referring program. I immediately called Wow on three occasions each time I get a different reason 1. have to wait 90 day a the refer friend need to be with Wow for 90 day 2. **************************************************************************************************************************** e-card.3. I spoke with Wow say im not qualified because of a change in the plan at that time Wow had a price increase which I didn't have no ideal that would disqualified because once again in the refer program thier is no mention of this rule my solution is to receive the $100 gift card as promise or they need to revise that program with readable rule and regulations .

  

  Business response

  09/24/2024

  The gift card offer was based on a specific service subscription to be eligible to receive the card after 90 days of consistent services. Any changes to the original service subscription, late fees, etc. would void the offer.  Within 10 days of the installation and referral (6/17/2024), the customer's referral downgraded the service level, making the offer invalid.

  Customer response

  09/24/2024

   
  Complaint: 22320737
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩