WOW! Internet - Cable - Phone

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedWe had a technician check the line outside and contact you letting you know that the line outside is an AT&T linePlease let us know if there is anything else that we can do to assist you

Initial Business Response / [redacted] (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 dueSince they lived there, we cannot start, and should not have started services until the old balance is paidThe 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

Complaint: [redacted] I am rejecting this response because: I've.had knology since February and since day one it has been a problem with themTech coming out to my home every week and still not able to fix the problemAnd I have had no luck with getting them to work with me with my bill They offer and that's NOT enoughWith the inconvenience myself and my familyI have had a different provider and have had no problems at allKnology 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 knologyThey are the worse company ever Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Company lied to us regarding future fees/increases - specifically, Calvin B [redacted] told my wife and I that our bill would never change Unacceptable business practice Sincerely, [redacted]

[redacted] is a duplicate channel in our Auburn market, so to avoid having to pass along two separate broadcaster surcharges to our subscribers for the same affiliated programming, we are dropping that channelThe same programming remains available on channels and for the consumerThe consumer will need to pay the early termination fee as the consumer is terminating services prior to the year service agreement

There must be a website login created in order to view bills online Bills are not sent to any email address, customers receive a notification that a new bill is available online for viewing Without a login there is no way to retrieve the proper bill Notification for the paperless statement fee is found on the customer's statements

We have contacted customer regarding issue, including ways to narrow down if the speed he is subscribed to is not sufficient for his use Follow up indicated that trial of the next higher speed did help but still some potential issues, a technician visit to investigate any remaining issues while using the higher speed was declined

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing We have credited the $technician visit charge to the account and your account is now closedIf you would like to restart service you can contact the WOW sales team at ###-###-####Please let us know if there is anything else that we can do to assist you

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

It appears we were able to get a technician out to this customers home once the contacted us about the service issuesI am not showing any records where the customer called us and told us he was having a service issueAs we were notified of an issue in august and fixed it in that month I will be applying an credit to the customers bill for $

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 had a technician out on 12/and resolved the service issue, additionally we have applied a credit to the account for the service interruptionThe customer has indicated they are satisfied with this result

We have contacted the customer to provide another number to call for service issuesThe payment in question was posted and there were no disconnections

The payment was made through our phone payment system. It went to the wrong account because the customer previously had an account with the exact same
information. The transaction was moved to the current account, however the previous account also has a balance for services that were never paid. Customer has been advised must pay the outstanding balance for the previous account or service will be interrupted

Complaint: ***
I am rejecting this response because:The reply is a lieThey are blaming issues of their own routing, their own networks in others, and it is why I am having problemsTheir bad routing within their networks is why I can't even get my full speedThe ISP I am reporting, Wide open west, controls if the data is routed to NTT in *** or NTT in *** ***I am complaining about that my data is taking too many hops within wow's network that is causing the problemsI am not being listened to, I even offered to talk on the phone several times and that request was been ignoredI have a VPN that I need to pay for to do WoW's job, and that should be compensated if they can't route traffic correctly
Sincerely,
*** ***

The check was printed on 08/29/for the customer refundIt should arrive shortly in the mail

Thank you for contacting WOW via this Revdex.com applicationI apologize for the inconvenience that you have experiencedThe install fee has been waived and after the payment that was made, the account has a $balanceWe also apologize for the poor experience that you have had and hope you consider returning to WOW in the future

Initial Business Response /* (1000, 6, 2015/11/03) */
We have been unable to reach this customerThe charges on the account are valid and are for days of service, an installation charge and equipment that has not been returnedIf the customer has additional questions they can reach our
executive response team at XXX-XXX-XXXX

We have determined the cause of the delay to the refund and are working to correct itWe will follas soon as we have a resolution, so that we can expedite this refund as quickly as possibleWe apologize for the inconvenience

The offer to get a technician out was not offered for the next day it was stated that we would notify the field that
they are in need of assistanceWe would then schedule a time that works best for both partiesWe have continued to monitor the issue to ensure the modem is not going downThere have been no reports of it loosing sync with the networkWe have also started checking the neighborhood for any issues that cause be causing a deeper area wide issueWe have addressed the concerns with this customer and they are aware we are doing what we can to resolve the issue but these things can take time